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:12/24/2024

  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.

  Placed order for pool table on 10/27/24. Received a call from a *** at company confirming order and advising delivery would occur in early to mid December of ******* further updates were provided. So around 10 December, I reached out via email to inquire on the status of my order delivery.. the company emailed back and said that my local installer had it and I needed to call them. They could not give me any further detail.. I called the local installer and he advised that he did not have the pool table. All he had was the felt and nothing more.. I attempted to call the company. No one answer the phone after many attempts. So I get emailed and inquired about the status of my order and told them that the local installer said that he had not seen the product. They responded and simply said we are looking into this. After hearing nothing for more than a week, I emailed again and asked for an update. They said they were reaching out to the manufacturer for an update and I asked why they had not been done already. They havent had more than three weeks to follow up and locate my table. They then responded and said sorry there was a mixup with your installer. Your table has been lost. It will be another six weeks. so theyve given me three different answers over the course of two weeks shown very little care for customer service and the fact that I spent nearly $4000. I just simply want to understand when my table will be delivered and get service that shows that they care that theyve already taken my money and not delivered this product nor have they provided any updates or receive confirmation for me for the delay in the shipping. Someone at this company needs to advise with confidence that they know where and when my table will be delivered or they should refund my money

  Business Response

  Date: 01/06/2025

  We sincerely regret the issues experienced by Mr. ****** and appreciate the opportunity to address his concerns. Although the complaint was filed on December 24, I only received notice on January 6. Upon being informed, I immediately reviewed the situation and took action to resolve it.

  After checking the tracking information, I confirmed that the pool table had been delivered to the installation company. I then contacted **** ******, the installer, who informed me that the table was installed at Mr. ******* residence on Friday, January 3. I promptly reached out to Mr. ****** via email to confirm this and to address any remaining concerns.

  In my email, I apologized for the mishandling of his order and the conflicting information he had received. I assured him that this situation does not reflect our standard of service, which I have upheld during my 17 years with the company. I also committed to ensuring that his experience moving forward reflects the level of care and professionalism he deserves.

  To prevent similar issues in the future, I am taking steps to address the internal miscommunication that led to this problem. I am also personally overseeing backend processes to improve coordination and ensure timely responses to customer inquiries.

  We understand the importance of providing clear, consistent, and accurate communication and take full responsibility for the frustration caused. We remain in contact with Mr. ****** to confirm that his table has been installed and to address any additional questions or concerns he may have.

  Thank you for bringing this matter to our attention. We are committed to learning from this experience, improving our processes, and ensuring a positive experience for all of our customers.

• Initial Complaint

  Date:01/16/2024

  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.

  On December 15, 2023 I ordered 2 cans of an adhesive that is commonly used to recover pool tables. I received the order on December 22, 2023. To my chagrin, I opened a box that contained a single green can of an adhesive that I had never heard of. I went back and checked their website as well as my order. On their website, they represented the product with a red can of ***** 300 General Purpose Adhesive, which was the product I was intended to purchase. Upon closer inspection of the item description itself, it was mentioned that it was for a product called Championship General Purpose Adhesive. My order even had the same picture of the red ***** 300 that I intended to order.I initially reached out to the company on the same day I received the can and spoke with someone, who said he would have someone from the ******* branch contact me after I provided my contact information. I allowed them time to process this as it was right before a holiday.On December 29, I sent another email to them with a recap of the issue and received what I am now deeming their standard response; "******* office will reach out to resolve" on Dec 30. I once again emailed them for a status update and was again told someone from their ******* branch would contact me. On January 4, **** I still had not heard anything from the ******* branch, or anyone within the company. Since then, they have not responded to additional requests for updates (requested on any response.

  Business Response

  Date: 01/17/2024

  We sincerely apologize for the confusion and delay. Our ******* office has spoken with the customer and resolved the issue amicably. The 100% refund was processed just moments ago, within an hour of receiving notification of the issue. 

• Initial Complaint

  Date:01/14/2023

  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.

  We have had an awful and still yet-unresolved experience purchasing a pool table and assessories from pooltables.com. Our original order was placed on 10/8/22. There was no mention of a shipping delay, and we began contating the business in mid-November requesting updates. We were essentially told each time we called that it was checked on and "should ship out this week." Another month went by with no contact and no receipt of the purchased items. Finally, over a month later, after contacting the freight company that was to have taken delivery of the items in *******, we discovered that the table had indeed been shipped and had been sitting a warehouse close to me waiting for installer to pick it up. Pooltables.com did not contact the installer and was completely unconcerned and unapologetic when I called them yet again to inquire about taking delivery for the items I ordered. I asked them to follow up with their installer about the order and call me back to update me, but they never did.Finally, over a week later I was contacted by an installer (who told me that he was never contacted) to install the pool table. We then found out that the table was damaged and required the shipper to re-send parts. At no time during this process did anyone from pooltables.com contact me back. Finally, upon getting the table delivered over 3 months after it was ordered, it was found that we were missing pool cues that we had ordered and paid for with the original order. I again tried to contact them 11 days ago and, again, have received no response. They have not delivered the items I have paid for, have ignored several inquiries and have had HORRIBLE customer service.

  Business Response

  Date: 01/22/2023

  We apologize for the your experience and lack of attention to detail. We have refunded the amount for the missing short cue. We will also ship that cue as a gesture of goodwill and appreciation for your business. Tracking information will be forwarded to you once available. Our apologies again.

   

  Kind regards,

  *****