Discount Billiards

Review: I had purchased a pool table and accessories from Discout Billiards on 12/8/2013 in the amount of $3360.75. The sales rep [redacted] insured me that the table will arrive in 7 days. After 2 weeks had passed the table arrived, however, it was the wrong table. I was very upset and called Adam, which stated, the shipping compnay had shipped it to another customer in error. He promised me another table will be shipped in seven days. The table never arrived, [redacted] stated they can't find the table, it is lost somewhere. I had informed him that I have to cancel my order completely, and I can't deal with such unprofessionalism.I had planned a Christmas and New year's party with my family and that I have to take my business elsewhere. I was promised by [redacted] that due to their error and negligence, my card would be refunded the full amount.I had to waait another two weeks for them to do that, then I was charged a 20% restocking fee, in which they are not refunding to me, even though I was promised it would be.Desired Settlement: I need the amount taken to be refunded to me immediately. They breached their contract, by being negligent, not once but twice. [redacted] needs to keep up with his refund promise.

Business

Response:

Response by Discount Billards to complaint #[redacted] filed by [redacted]:

Mr. [redacted] came in on 12/8/2013 to purchase a pool table with his wife. They were nice people, pleasant to work with. They bought an 8' Casanova in mahogany finish with upgraded burgundy Teflon fabric, a magnum kit, and a cherry crown rack. With delivery, installation, and tax the total came to $3,360.75.

Mr. [redacted] looked over the contract, read the terms and conditions of the sale including restocking fees and then initialed and signed in agreement. Payment was processed and at that point, I went over the process with the customer about what was to be expected. "USUALLY when a pool table is purchased on a Sunday it will be ordered at the beginning of the following week. Once the order is placed you're looking at ABOUT a week to ten days... Also shipping can be variant, depending on drivers, so we will call you when the table arrives to setup delivery". ([redacted])

When the table arrived we setup delivery. As standard procedure our mechanics do not unpack the table before we deliver it to insure it is beautiful and isn't damaged through our transport. Unfortunately, the table was mislabeled by the distributor so that when it arrived at Mr. [redacted]' house and the installation process began, the mechanics notice that although the finish was mahogany as chosen, the table model was incorrect. Mr. [redacted] was informed promptly and was assured that we would get his correct product.

We immediately called the distributor to inform them of their mistake and to have the correct table overnighted to us. This was the SECOND time we ordered the right table. The driver showed up the next day with everything but the [redacted]' pool table. We called the distributor and were told that they showed it as picked up... but it was not on the truck. Mr. [redacted] was called and informed immediately. He was also assured that these mistakes were out of our hands but we were doing everything in our power to resolve the issue and get him his correct table.

We continued to work trying to remedy the situation. About an hour after letting him know the above information, we had a THIRD table ordered. We also offered them a table from one of our other distributors to look at, a table that was almost identical and could be installed that same day.

At this point we were informed from Mr. [redacted] that they were frustrated and they wanted a refund. I gave no promises that the refund would be issued in full. After the GM reviewed the paperwork it was determined that we did everything in our power to fill this customer's special order and we would not be able to waive the restocking fee, which our signed contract empowers us to do. We wanted to get the product to our customer, not keeping a restocking fee. Before it was decided how the restocking fee would be resolved, the correct table finally arrived. I called Mr. [redacted] to let him know and was told they had already bought another pool table and would accept our attempt at fulfilling our contract. This is the exact reason for having the restocking fee in place.