Custom Pool Tables, LLC

Complaint: [redacted] I am rejecting this response because: Alright where to start...once again I'm defending myself on a situation that shouldn't require itFor the record, I don't think the customer is always right, I've never asked for my money back on a service item before, I've never filed a complaint with the Revdex.com before, I've been ripped off in my previous business so I would never do that to someone elseIn fact, the original day I asked for a refund the owner just said NO and then started asking if I wanted pool balls or sticks or other accessories, not that I couldn't use some of those items, all I wanted was my pool table covered in a professional manner that I could be proud of, something you think they would want as wellWord of mouth is the best marketing for your business why would you not want your work to look spectacular? Plus if I was just wanting free service, why would I spend my own time researching what my expectations should be before requesting my money backI don't have a problem with the product just the way it was installedUnfortunately there is no easy way to correct it without replacementThat is not my faultIn fact, prior to installation the customer service was so bad I almost cancelled the installation appointmentI called other companies the day prior to installationI thought they already ordered the felt and I didn't want to hurt the company in case the felt couldn't be returnedNow regarding the back order, I don't remember being called and told thatI don't recall being contacted after Labor DayI made a point to no longer contact them because I felt it was their responsibility to make things rightI do remember a call about a back order, but there was a couple of times I had been told that, before so I can't swear to itIn my previous letter, I told the company I'm more than willing for them to replace the felt but they should contact my husband [redacted] I shouldn't have to beg for them to fix their mistakesMy husband is the one that knows were the uneven seam isCosmetics aside there should never be a bump on the playing surfaceThis was a big exciting purchase for my husband and my family at a time that was important to usDespite missing two occasions that would have meant a lot to us, it was installedI just want what I payed for, a professionally installed felt that looks great and has no fallible playing areasSincerely, [redacted]

The initial complaint was addressed at the time of complaint.  Our master technician made theservice call regarding the complaint. The customer decided it was fine, but wanted her money back. In our professional experience, it was determined that she was complaining in order to obtain...

free service.  There is nothing wrong with the felt on the pool table.  She did not like the way the rail cloth looked, so we offered to change it.The new pool table rail cloth was slightly different in color. All cloth is dyed and each run can be slightly different; this resulted in a delay due to vendor back order.The scheduling complaint is also the result of the vendor back order log; she was informed of this.The cloth is now in stock and can be changed out; or we can offer her a re-felt at a later date when the existing cloth is worn out for no charge.We strive to always please our customers and certainly do not intend to upset anyone in thismanner.

Complaint: [redacted]
I am rejecting this response because:
Alright where to start...once again I'm defending myself on a situation that shouldn't require it. For the record, I don't think the customer is always right, I've never asked for my money back on a service item before, I've never filed a complaint with the Revdex.com before, I've been ripped off in my previous business so I would never do that to someone else. In fact, the original day I asked for a refund the owner just said NO and then started asking if I wanted pool balls or sticks or other accessories, not that I couldn't use some of those items, all I wanted was my pool table covered in a professional manner that I could be proud of, something you think they would want as well. Word of mouth is the best marketing for your business why would you not want your work to look spectacular? Plus if I was just wanting free service, why would I spend my own time researching what my expectations should be before requesting my money back. I don't have a problem with the product just the way it was installed. Unfortunately there is no easy way to correct it without replacement. That is not my fault. In fact, prior to installation the customer service was so bad I almost cancelled the installation appointment. I called other companies the day prior to installation. I thought they already ordered the felt and I didn't want to hurt the company in case the felt couldn't be returned. Now regarding the back order, I don't remember being called and told that. I don't recall being contacted after Labor Day. I made a point to no longer contact them because I felt it was their responsibility to make things right. I do remember a call about a back order, but there was a couple of times I had been told that, before so I can't swear to it. In my previous letter, I told the company I'm more than willing for them to replace the felt but they should contact my husband [redacted]. I shouldn't have to beg for them to fix their mistakes. My husband is the one that knows were the uneven seam is. Cosmetics aside there should never be a bump on the playing surface. This was a big exciting purchase for my husband and my family at a time that was important to us. Despite missing two occasions that would have meant a lot to us, it was installed. I just want what I payed for, a professionally installed felt that looks great and has no fallible playing areas. Sincerely,[redacted]