American Heritage Billiards

(Business included messages between the consumer and business, emails, and installer copy.)Some of the customer's statement is very accurate, other elements
of it are exaggerations and/or incorrect.The customer's portrayal of the pool table
missing component pieces is completely accurateThe
customer's claim that no
one from our company will communicate with them to resolve the issue is
inaccurateI spoke to them myself on 3/(specifically Frank) and my staff has
been in communication with them ever since in an effort to resolve the problem
We have spoken to them on the phone several times and we have communicated with
both Pottery Barn (the merchant) and our installer in an effort to complete the
installation for the tableWe have also been communicating via Facebook
messaging which seems to be a preference for the customerFollowing this
letter are examples of our company communicating with them to try to resolve
the issueThe customer has went so far as to negatively comment on our company
in mediums beyond the merchant that they purchased from (Pottery Barn) and/or
our websites or social media pages, even posting negative comments about us on
other merchant websites and then using that mechanism as an attempted
bargaining chip to expedite our service level.I can understand the customer's frustration
and their attempted deadline of having this table installed by Easter although
we cannot guarantee that will happen and doing so without a plan in place will
only create additional frustration and/or failed expectationsWe will continue
to work with our shipping and installation teams and communicate with the
customer when we have relevant information to complete the installation for
them

(Revdex.com received the business response attached on 3/10/17.)We have resolved this issue with the customer as of 2/24/2017.  The customer received the replacement parts they needed and we have been in direct contact with Mr. [redacted].