Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -September 14, 2024, SawyerTwain. We ordered two black on black bar stools.
  This is the link we used when placing the order:
  
  https://www.sawyertwain.com/madrid-bar-height-stool-black-black/?utm_source=google&utm_medium=cpc&gad_source=1&gclid=CjwKCAjw6JS3BhBAEiwAO9waF-DAoOSVBSPE0K0ytyKs6OqRZWEy_0AWb2T8ygR9CNSfwdN-iDiqrRoCao0QAvD_BwE
  
  We received charcoal/brown bar stools instead. We have reached out to SawyerTwain support, Michael, on many occasions to resolve. Michael contacted the vendor, American Heritage, for an exchange but was told that they do not make black on black... Based on the link above this is what we selected. We asked for a return label for the wrong bar stools and full refund. We were told that we would have to pay for the return shipping ourselves and a 20% restocking fee. This is not right. We ordered black on black... We don't know if the black has been discontinued or out of stock but it's obvious what we ordered base on the link and photo of black bar stools. At this point, we need to return the wrong ones and want our money back.

• Initial Complaint

  Date:06/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 2, 2024 Paid $3,698.00 USD ***** Pool table Table arrived, delivered by Sawyer Twain's selected installer.Table could not be assembled due to mis matched part.Waited multiple weeks for replacements to be sent.Upon arrival of new parts installer was unable to complete installation as new parts did notfit.Returned merchandise with installer for refund.Sawyer Twain refuses to issue refund, wants to send more parts.It has been 2 months since ordering the table, seller has failed to correct the problem and refuses to refund the cost.Your order ID is #******./Users/sammyvavricek/Desktop/Screenshot 2024-04-30 at 2.21.03PM.png

  Business Response

  Date: 06/11/2024

  We are currently working with the customer and the vendor to resolve the issue. 

   

  SawyerTwain

  Customer Answer

  Date: 06/12/2024

  Have sent the item back with their installer to return it for refund.  I am requesting a full refund.  Their installer even suggested not purchasing this brand.  Having seen the quality of the item and the untimely response from Sawyer Twain to correct the problem I am again requesting the refund of the purchase price.

  ***************************

  Business Response

  Date: 06/12/2024

  The vendor is working within their terms of service to complete the order.

   

  Sawyer Twain

  Customer Answer

  Date: 06/27/2024

  The business has not acted in a timely matter. They have acted in distrustful manner.  The quality of the item is poor. As  two different sets of parts did not fit.   The response to the original request was too long. Blaming the installer for the length of time to get the new parts is false.  As I was present when the installer made the report of parts not fitting.  Also they chose the installer, and so installers were employed by the seller, ie. they blame themselves.  It is now June 27th the order was placed on April 2nd.  I am insisting on a full refund.

  *****

  Business Response

  Date: 07/16/2024

  Hope you're doing well! We've been actively collaborating with the customer to sort out this situation. Initially, we offered a full refund for the item, but due to the specialized nature of shipping a pool table, there are significant costs involved such as shipping and restocking fees.
  
  According to our terms of use, we reserve the right to replace items as necessary. At the customer's request, we are now proceeding with replacing the items to ensure they receive exactly what they need.
  
  If you have any questions or need further details, please don't hesitate to reach out. We're here to assist in any way we can.

  Customer Answer

  Date: 07/17/2024

  The company wants to send more parts to remedy the situation.  There have been two attempts made to correct the problem.  The original set and one they sent later.  (much later!). Now they want to try again. They have their chance to make it right and failed.  I feel the whole problem is with the original quality of the product and the unresponsiveness of the seller.  I do not wish to business with them.  Even their contracted installer said it was not good quality.  Therefore I want a full refund.

  ***************************

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DO NOT BUY FROM THIS COMPANY Purchased a $11,000 Scholar Slate 9 pool table/dining table from Sawyer Twain on 2-22-22. Recently found out they BUY many of there tables from GoldenWest Billiards out of ******** ****** where they are actually manufactured and are also sold under a different brand/table name. HOWEVER all warranties are provided by Sawyer Twain which SAYS THEY HAVE A LIFETIME WARRANTY.Within a few days after initial installation, I found a problem along one of the rails where it APPEARED that the two pieces of slate were at different levels and had to be releveled. Sawyer Twain hired an installer out of ***********, **. to ******* the table.The unlevel problem seemed better but not fixed and Sawyer Twain refused to send anyone else out. I decided to wait until I changed my felt to ******* the table properly. I recently (March of 2024) hired a local company that showed me that the problem was a cracked piece of slate. One of the original installers shimmed the slate along a support beam ***** from the rail edge and when the slate was screwed down along the rail edge it cracked.Sawyer Twain after numerous calls in March of 2024 has refused to return ANY calls from me and insisted on doing everything via email. Sawyer Twain refused to fix the issue (DESPITE LIFETIME WARRANTY) and basically concluded it was not their problem. They wouldnt even tell me where I could go to get new slate, except through them. I then researched slate from other sources.I finally found GoldenWest Billiards out of ******** ****** and they are selling me new slate at their cost to help me solve the issue. This company manufactures the tables for Sawyer Twain but WARRANTY is through Sawyer Twain. DON'T BUY FROM SAWYER TWAIN !!!!!!IF YOU NEED A POOL TABLE USE GoldenWest Billiards out of ******** ****** ************ because Sawyer Twain despite the LIFETIME WARRANTY refuses to even call me back or for that matter help me get new slate so the warranty is useless.

  Business Response

  Date: 03/19/2024

  Unfortunately we disagree with the context. However, we do agree with resolving the predicament. This has been resolved.

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/24 I purchased a $4,798 ***** Billiards Kai Slate Pool Table that was packaged poorly, on the worst possible skids and they were so broken it made delivery impossible, but also caused extensive damage to the slate. The vendor is stating the damage is "minimal" and I disagree that at this price point the damage was acceptable. The vendor refused a refund, and stated they only would refund me for removal of my negative review of my experience with their company, which is unethical in my opinion. This is a consumer affairs issue, as this is a predatory practice. Their customer service is some of the worst I have received and given the fact that this was a luxury purchase, this experience has been nothing what a luxury purchase should be. As a middleman, the quality of the product you are endorsing should be Top Tier, not subpar, and not making the customer feel the way this company does. I was mislead to believe that I Would have my table shipped in 5-7 days and that did not happen, it has been me following up, and me being frustrated at their lack of service. They are basically stealing my money by refusing to refund me when I don't want to do business with them based on how their employees have treated me, and based on the product I received.

  Business Response

  Date: 11/16/2023

  Unfortunately, we did incur unanticipated freight delays from the manufacturer. It did indeed take roughly 2 weeks to arrive, typical lead times 3 weeks. This specific customer chose not to opt in for professional delivery, which is highly recommended as these items are incredibly heavy. We encourage all customers to review the freight before accepting delivery. ******** was attempted yesterday, and the customer reached out stating there was noticeable damage to the freight. We instructed the customer not to accept or sign for the freight and email us the pictures so we could forward them onto the manufacturer and receive resolution options, which typically takes 48 72 hours. During the interim from receiving the pictures and filing a claim, the customer chose to call back and communicate in an incredibly unpleasant & hostile tone to our management team. Upon reviewing the pictures this appeared to be more of a case of buyers remorse unfortunately as there was not significant damage. Our TOU clearly states that we can replace items & implement initial shipping & return fees. We offered to replace the parts or extend a full refund all within the same day as the initial claim,as we agree its not in our best interest to conduct business with this individual.However, we have continued to receive unmerited & unwarranted negative feedback and are inclined to stand by our TOU in this instance. Were still more than happy to come an imminent resolution, however we will not be repetitively insulted and degraded. Please feel free to contact us if you would like to cordially resolve this predicament asap. UPDATE- We have refunded this item in full as its in both parties best interest to not transact mutual business.

  Customer Answer

  Date: 11/16/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:07/19/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Hunter Pool Table by ***** (a Sawyer Twain owned brand) on June 14th, 2023. I paid $699 extra for white glove installation. The Sawyer Twain website advertises one to two week shipping to the installer and speedy delivery by the white glove installation team.Today, July 19th, 2023, I still do not have my pool table.I have called and emailed Sawyer Twain multiple times and only received unsatisfactory excuses for their failure to deliver my product.They continue to blame their vendors but have made no attempt to fix the problem.One of their representatives even had the gall to tell me that it was too late for a refund because the table had already been shipped.Nearly every time I have talked to their team, the answer has been we should have it taken care of tomorrow.6 weeks later, I believe Sawyer Twains business model is based primarily on collecting restocking fees and inflated shipping fees for products they fail to deliver rather than earning money for purchased products.

  Business Response

  Date: 07/19/2023

  Unfortunately, unforeseen shipping delays did transpire which were communicated. We rarely process returns & or implement restocking fees. However, in this unfortunate instance we mutually agree it's best to refund this transaction in full. We have initiated a full refund to the recipient on July 19th, 2023. 

• Initial Complaint

  Date:08/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/3/2020 -***************************** Ordered Pool table 1/7/2021 - Delivered to installer 1/7/2021 - Installed at residence - customer notified us of damaged immediately - rails all around the table are damaged 3/8/2021 - Shipped replacement Rails to *** (******* - Frontline)5/5/2021 - Notified of Incorrect Felt sent - Shipped on 5/6 delivered on 5/10 7/19/2021 - Replacement 1 - Notified that replacement rails had damages 8/9/2021 - Replacement 2 - Rails shipped to customer on ***** ************ -. 8/**/2021 -Replacement Rails Delivered these arrived damaged as well Talked with **** on multiple occasions with promises to work out a refund and was never called back.

  Business Response

  Date: 08/04/2022

  We just spiked with ****. This has been has been resolved.