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I will say that the netting works best if it's a perfect square/rectangle. The kit cones with fiberglass poles to shore up corners. I also have netting from Premier and Strickline. Strickline is by far the best of the 3. But even they sag if not on perfectly level ground at 90° angles. I bought...

I have the netting, and it works great. Maybe you got a bad batch? Customer service has been helpful for me, too. Sorry you are having such rotten luck!