Quick delivery, but not as promised. Told Thursday delivery, but not delivered until Saturday! Great price, but next time I'll order it 3 days earlier.
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Review summary
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Happy overall. The product was the cheapest I could find online. The delivery is misleading though, it was late arriving but quite a bit. It was needed before it arrived but it wasn’t the end of the w... See more
Company replied
Tudo correto. Apenas dois dias de atraso na receção, mas porque tb apanhou o fim de semana.
Company replied
Super product at a great price, but they should let buyers know it takes a week or more to deliver...
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Company details
Written by the company
Smashinn is the online destination for the best tennis and padel equipment, clothing and accessories. Smashinn is one of the 18 stores of the Tradeinn group featuring a 30,000m2 main logistics centre, with over 10,500 trusted brands available with fast delivery times and a 30-day returns policy. More than 35,000 products can be shipped to all the players in over 180 countries around the world. Smashinn offers its customers top quality brands and products - all at the best possible prices, with satisfaction guaranteed and an easy returns service. Tennis and padel players will find a great range of rackets, clothing, equipment and more on Smashinn, including brands such as Asics, Nike, Head, Dunlop, Nox, Wilson, Drop Shot, Babolat and Bullpadel. The extensive range of tennis rackets, strings, balls and grips will satisfy any tennis player, and padel players will also find a very comprehensive range of rackets and balls. Smashinn has categorised its large range of rackets by brand, as well as classifying each racket by its control, power and balance, making it easier than ever to find the perfect racket for your game. Shipping & secure payment! Visit us today at www.smashinn.com
Contact info
C. Pirineus 9, 17460, Celrà, Spain
- +34932 20 00 89
- support@tradeinn.com
- smashinn.com
3.8
Great
5K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 48 hours
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See how their reviews and ratings are sourced, scored, and moderated.
No delivery no communication
Huge problem with commited delivery dates. No communication at all. Totally silent customer service. You pay and hope the product will be delivered!
19 April 2026
Unprompted review
Reply from Smashinn
Dear Customer,
We are very sorry for your comments, we did not intend to delay your order and we take full responsibility for our actions and any inconvenience that arises.
Please note that delivery dates are estimates and not guaranteed, as external factors beyond our control may affect order delivery.
Also keep in mind that you can always choose between different transport companies if you are not satisfied with the service of a particular carrier.
Your comments will be taken into account for continuous improvement.
Best regards,
Reply from Smashinn
Hello,
We greatly appreciate the purchase made and your time taken to leave us a review.
Your opinion is very important to us.
Have a wonderful day!
Best regards,
Order not received and no customer service
Ordered and still not received the order after over 3 weeks. Their customer service is non-existent, I keep getting AI generated customer service replies which offer no help.
Parcel tracking shows parcel never even entered my country and has been returned to their warehouse yet they won't refund me or acknowledge the parcel hasn't been in transit to me.
28 April 2026
Unprompted review
Reply from Smashinn
Hello,
We are sincerely sorry to hear that our service did not meet your expectations.
Please be informed that your parcel is currently on its way back to our warehouse. Once we receive the returned item, we will process the refund accordingly. Kindly note that this process may take approximately 3 to 4 weeks, in line with our standard procedures.
We have taken your feedback into account and forwarded it to the relevant department to continuously improve the quality of our services.
Please accept our apologies for any inconvenience caused.
Sincerely,
Cancelled in 3h, ignored. 3-month wait
Refused to cancel order placed 3 hours earlier - 3 months until refund | Order #66053927
I placed an order for a padel racket on January 30, 2026. Within 3 hours of placing the order - same day, before any shipment preparation - I contacted their support and requested cancellation. The order was still in "Preparing for shipment" status. There was no tracking number, no carrier assigned, nothing dispatched. Their response was a generic template: "the preparation process is very advanced, we cannot cancel." This is a fabricated excuse. The order was 3 hours old. Despite my explicit written cancellation request, they shipped the racket anyway, knowingly, against the customer's documented wish.
What followed was nearly 3 months of unnecessary logistics:
I formally refused delivery in writing to Tradeinn, Spring GDS, Emirates Post, and EMX
The parcel was officially marked "Refused by consignee" by Emirates Post on March 5
It entered "Return in transit" status the same day
It arrived back at PostNL Netherlands on March 28
It finally reached the Tradeinn warehouse on April 24
Refund was processed at the very end of April
That is essentially 3 months between order and refund, on a transaction that should have been cancelled with one click within hours of being placed. Throughout this entire ordeal, the support team responded exclusively with copy-paste templates that did not address any specific point I raised. Multiple emails were ignored or answered with irrelevant generic text. There was no human review of my case, no goodwill, no acknowledgment of their initial mistake. I needed those funds returned promptly due to a personal financial situation, and the lack of basic responsiveness made the experience considerably worse.
This is not a case of bad luck with logistics. This is a deliberate business model: refuse early cancellations to maximize shipped orders, then drag out returns through a slow, automated pipeline that wears customers down. Many will give up, accept the parcel, or accept store credit. Tradeinn's Trustpilot and forum history shows hundreds of identical cases - the pattern is systemic. A reputable retailer cancels a 3-hour-old order before shipment without question. Decathlon does. Amazon does. Any normal company does. Tradeinn (and its sub-brands SmashINN, BikeINN, TrekkINN, etc. — all the same legal entity, Tradeinn Retail Services S.L.) has chosen a customer-hostile policy and demonstrates a clear pattern of disregard for customers.
I would strongly advise anyone considering a purchase here to look elsewhere. The savings on price are not worth the risk of being trapped in a months-long refund process if anything goes wrong.
===
UPDATE: As expected, Tradeinn replied with a generic copy-paste template - the exact same one they post under every negative review on Trustpilot and Google Maps. They suggest contacting their email support, which is precisely the address that sent me identical templated replies for 3 months straight, never addressing a single specific point I raised. At this point I'm convinced these responses are auto-generated, not written by a real person. Their support is functionally useless. The only language Tradeinn understands is formal complaints to regulators - I've filed one with Agència Catalana del Consum and strongly encourage anyone with a similar experience to do the same. That's the only way these practices will ever change.
30 January 2026
Unprompted review
Reply from Smashinn
Hello,
We are sincerely sorry to hear that our service did not meet your expectations.
We have taken your feedback into account and forwarded it to the relevant department to continuously improve the quality of our services.
If you need any further information or assistance, please contact our customer service by sending an email to support@tradeinn.com.
Please accept our apologies for any inconvenience caused.
Sincerely,
Overall good experience
Overall good experience.
Great price on the racket, came one day later than estimated.
I will definitely use them again
24 April 2026
Unprompted review
Reply from Smashinn
Dear,
Thank you for taking the time to share your comments about your experience with us. We are very happy to have been able to serve you in the best way.
This type of feedback allows us to identify what we are doing well and in what aspects we should work to improve the experience of our customers. Therefore, we greatly appreciate your feedback!
Feel free to contact our customer service team by emailing support@tradeinn.com with any concerns or comments.
Thanks and best regards,
Ordered from the UK
Ordered from the UK, all duties were laid prior at checkout so no nasty surprises upon delivery. Padel racket has so far been great. Would recommend.
6 April 2026
Unprompted review
Reply from Smashinn
Dear,
Thank you for taking the time to share these positive comments about your experience with us. We are very happy to have been able to serve you in the best way.
This type of feedback allows us to identify what we are doing well and in what aspects we should work to improve the experience of our customers. Therefore, we greatly appreciate your feedback!
Feel free to contact our customer service team by emailing support@tradeinn.com with any concerns or comments.
Thanks and best regards,
This company is a Scam. Beware
This company is a scam.
I ordered a £120 padel racket and it has now been 42 days and they haven't delivered it.
They told me to keep waiting. I told them it was being returned to them , and I emailed them 4 times to say it's not been delivered. Tracking shows its back with the company and its terrible customer service to not process or respond with a meaningful response after 42 days of purchase. I am left out of pocket with no product and the company are horrendous at helping or responding.
I urge anyone ordering from this company DO NOT ORDER. Go spend your money else where.
Fortunately I ordered through PayPal and I am claiming back through PayPal but what a hassle and disappointment. They do not care about customers, they just care about keeping your money. Terrible.
14 April 2026
Unprompted review
Reply from Smashinn
Hello,
We are very sorry to hear that you rated our service as not meeting your expectations.
Please be assured that the experience of our customers is very important to us which is why we have investigated your issue.
A refund has just been issued, you will receive the corresponding amount within the next few days.
16/04/2026 16:03:17 - Refund Amount: 121.49 GBP
We have also taken your comments into account and sent them to the corresponding department in order to continuously improve and take action to also enhance the quality of our service.
If you need any further information or assistance, please contact our customer service by sending an email to support@tradeinn.com.
Please accept our sincerest apologies for any inconvenience caused.
Best regards
Good experience
Good price. Reasonable delivery speed. Order tracking a little poor. Customer service were however responsive. Good experience overall. No hesitation recommending.
13 April 2026
Unprompted review
Reply from Smashinn
Dear,
Thank you for taking the time to share your comments about your experience with us. We are very happy to have been able to serve you in the best way.
This type of feedback allows us to identify what we are doing well and in what aspects we should work to improve the experience of our customers. Therefore, we greatly appreciate your feedback!
Feel free to contact our customer service team by emailing support@tradeinn.com with any concerns or comments.
Thanks and best regards,
Very efficient and timely delivery
7 April 2026
Unprompted review
Reply from Smashinn
Hello,
Thank you for taking the time to write such a positive review, your feedback is essential for continuous improvement.
We hope you enjoy your product!
Have a great day.
Best regards,
Fantastic product and service
Fantastic product and hassle free delivery to the UK with all import duties and tax included.
25 March 2026
Unprompted review
Reply from Smashinn
Hello,
We greatly appreciate the purchase made and your time taken to leave us a review.
Your opinion is very important to us.
Have a wonderful day!
Best regards,
All good
No issues. Easy to order, good delivery options and returns policy
19 March 2026
Unprompted review
Reply from Smashinn
Hello,
Thank you for taking the time to write such a positive review, your feedback is essential for continuous improvement.
We hope you enjoy your product!
Have a great day.
Best regards,
Absolutely awful customer service!
The customer service was extremely poor. The dispatch and delivery process took over two weeks. When the parcel finally arrived in the UK and was ready for delivery, it was refused at the warehouse. It was then sent back to Spain. Despite the tracking clearly showing it was returned, the customer service representative or AI kept insisting it had been delivered. Several weeks have passed now. They have stopped responding to messages, but they still hold my money. Fortunately, I used PayPal and have opened a dispute. I hope to recover my money soon and will not be purchasing from the Smashinn / Tradeinn group again.
3 March 2026
Unprompted review
Reply from Smashinn
Dear,
We are very sorry to hear that you rated our service as not meeting your expectations.
To continue to improve, we would like to check what exactly happened. Please send us your order number and we will review your case.
Please accept our sincerest apologies for any inconvenience caused.
Best regards
Customer service non existent, undelivered product to date
Second, updated review.
Continued automated replies to my emails. It has now been 25 working days and no shoes.
No answer to my questions about contacting the shipping company, or a refund.
As such, I will be lodging a complaint with the European Consumer Centre for Spain (ECC-Spain).
16 February 2026
Unprompted review
Reply from Smashinn
Dear Yeshan,
We are very sorry for your comments, we did not intend to delay your order and we take full responsibility for our actions and any inconvenience that arises.
Please note that delivery dates are estimates and not guaranteed, as external factors beyond our control may affect order delivery.
27-03-2026 15:17 The item has been delivered successfully HONG KONG
24-03-2026 09:18 The item is being held, addressee being notified HONG KONG
Also keep in mind that you can always choose between different transport companies if you are not satisfied with the service of a particular carrier.
Your comments will be taken into account for continuous improvement.
Best regards,
Reply from Smashinn
Hello,
We greatly appreciate the purchase made and your time taken to leave us a review.
Your opinion is very important to us.
Have a wonderful day!
Best regards,
The best sales offer for the shoes I…
The best sales offer for the shoes I wanted. At other websites more expensive.
1 March 2026
Unprompted review
Reply from Smashinn
Hello,
We greatly appreciate the purchase made and your time taken to leave us a review.
Your opinion is very important to us.
Have a wonderful day!
Best regards,
The awful experience
The awful experience. I made an order on the 5th of February. On the 20th when I did not receive the items, I requested support. They asked me to wait. Then I discovered that the DPD facility elevate my goods were, was robbed on the 11th (which was explicitly stated in the delivery status). I informed smashinn about this case. Since then neither they have sent the goods again, nor refunded me. I am not getting any updates from the customer service for 3 weeks already. It is 11th of March
5 February 2026
Unprompted review
Reply from Smashinn
Good Morning,
We are very sorry to hear that you rated our service as not meeting your expectations.
Please be assured that the experience of our customers is very important to us which is why we have investigated your issue.
A refund has just been issued, you will receive the corresponding amount within the next few days.
11/03/2026 16:53:46 - Refund Amount: 163.96 EUR
We have also taken your comments into account and sent them to the corresponding department in order to continuously improve and take action to also enhance the quality of our service.
Please accept our sincerest apologies for any inconvenience caused.
Best regards
Postage take too long
Website and ordering is easy to use but the delivery time to the uk is much longer than stated. My order took 10 days to arrive
3 March 2026
Unprompted review
Reply from Smashinn
Hello,
We are sincerely sorry to hear that our service did not meet your expectations.
Please note that delivery dates are estimates and not guaranteed, as external factors beyond our control may affect order delivery.
We have taken your feedback into account and forwarded it to the relevant department to continuously improve the quality of our services.
If you need any further information or assistance, please contact our customer service by sending an email to support@tradeinn.com.
Please accept our apologies for any inconvenience caused.
Sincerely,
Terrible service and misleading delivery estimate
I ordered a padel racket with an estimated delivery date of March 2–3. When the order had still not shipped after that date, I contacted customer support and requested cancellation because I needed the racket for a tournament that weekend.
Support confirmed the order had not yet been shipped, but ignored my cancellation request and shipped the item anyway later that day. They then replied with a generic message saying delivery times are not guaranteed.
This left me with a product I no longer needed and forced me to deal with refusing the delivery or paying return shipping.
Very disappointing customer service and poor handling of a simple cancellation request.
5 March 2026
Unprompted review
Reply from Smashinn
Dear Customer,
We are sorry for this inconvenience, if you have received a wrong/ defective/ incomplete product or simply want to return it you would need to open a return request through your account please.
Please log in to your account using your email address and password on the upper right hand side of our website and select My Orders. Then click on the order, select the reason that best suits the situation and follow the instructions.
Our apologies again for the inconvenience.
Best regards
Super product at a great price
Super product at a great price, but they should let buyers know it takes a week or more to deliver...
2 March 2026
Unprompted review
Reply from Smashinn
Hello,
We greatly appreciate the purchase made and your time taken to leave us a review.
Your opinion is very important to us.
Have a wonderful day!
Best regards,
Good
Good. Only thing was that the delivery status was not up to date. The status changed after I received the goods.
25 February 2026
Unprompted review
Reply from Smashinn
Dear,
Thank you for taking the time to share your comments about your experience with us. We are very happy to have been able to serve you in the best way.
This type of feedback allows us to identify what we are doing well and in what aspects we should work to improve the experience of our customers. Therefore, we greatly appreciate your feedback!
Feel free to contact our customer service team by emailing support@tradeinn.com with any concerns or comments.
Thanks and best regards,
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