We contacted the company Friday afternoon but they were closed so we had to wait until Monday. They refused to send us the part and insisted it had to be a shipping issue and told us it was out of their hands and to deal with Amazon (NOTE:
The material that comes in the package indicates you should contact them with issues which is why we didn’t follow up with Amazon from the start). When the company would not help us we had to contact Amazon for help. The item had to be disassembled (partially assembled up until the point when he discovered the pole issue) and then re-packaged for pick up. You can imagine not only the hassle of fitting everything back in the box but also the utter disappointment for my kids in having to send it back.
The instructions are terrible. Other than that it is a well made item. I wish the company would’ve handled the issue better and come to a resolution with us. Now we are still waiting on a replacement.