Diamondback Billiards & Games

We have communicated with Mr [redacted] that we are waiting for our load to ship We have offered a ping pong conversion top at no charge for the delay and are willing to do what ever we can do to make our clients happy Mr and Mrs [redacted] agreed to the ping pong conversion top We are expecting our load to ship this week and will be in touch with our clients to schedule

Diamondback Billards did offer a Ping Pong top or a loaner We did not want eitherWe just wanted to know when the pool table was going to show up This was not an answer they were able to giveThis all transpired in May Since then we've been told by their sales person Nolan at their Scottsdale store that he "believed" it was on the next shipment When it didn't arrive I called again (because they didn't call me nor did Rusty the owner call back after I left messages with Scott, Nolan and Jill) to find out where the pool table was Darren the sales manager then tells me it will be here July At this point I have no confidence that the pool table will show up and if it does it would probably not be the one I ordered The original delivery date was suppose to be May 14, Since then it's been one excuse after another with no indication that they knew when the pool table was going to show up I don't know how they have an A+ rating when this seems to be a recurring issue posted on Revdex.com regardless if it's the Scottsdale, Tempe or Gilbert locations As of June 28, 2017, I haven't been contacted regarding the delivery of my pool table which according to Darren I should have by July 1,

I agree no other statements matter so you will be notified when your pool table ships and we can schedule your date of delivery

The WORST customer service EVER!!! Here's a list of their track record on our order - Multiple instances of failure to return my calls; blatant disregard for my schedule; one instance of a total lie told to another DB employee by their scheduling/service dept (that they had called me back and talked to me...total BS); delivered the wrong color felt on the shuffleboard table, and when I offered them a compromise even though it was their screw-up, they promised to talk to the owner about it and call me back...that was two weeks ago and still no word backI had even talked to the owner personally after one of their many instances of lack of communication and it never got betterUnless you enjoy horrible customer service, do not buy ANYTHING from them

[redacted] [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that although there were some statements made that were not entirely factual this resolution is satisfactory to meThe machine has been picked up and my credit card has been refunded so you can close this complaint Regards, [redacted] ***

On April 8th, I confirmed purchase of a billiards table with Diamondback Billiards in Scottsdale, AZAt time of purchase, I was provided an estimated delivery date of June 3rd, Since the week leading up to June 3rd at which time I was inquiring about delivery completion, I have been told (five) times that delivery is only weeks awayI have called in two weeks increments since June 3rd and each time have been told "just two more weeks" At time of this complaint, Diamondback Billiards is now more than weeks late for a product which I have made at least financing payments with no delivery of the itemI have made repeated requests to have the business owner call me, which has also yet to occur I spoke with a manager today who was unable to provide any update for deliveryI am continuing to be charged

Mrand Mrs [redacted] are having their order delivered Thursday 7/13/and their order is complete

I ordered a pool table felt cover with a [redacted] logo on it, when cover came it was not what I ordered When I pointed out the error I was told that at the time I ordered my cover the their website had not been updated so I had to accepted the wrong design period I feel this was the classic bait and switch and of course the salesperson I order with is conveniently no longer works there So thinking I could speak with owner and get this resolved, well no such luck, the owner Rusty was even ruder and could care less that I had been misled So now I have a pool table I can't enjoy, because every time I look at it I think of how I got ripped off I have to save up another $to get another cover I know this is just one review but I will write as many as I can on this company to warn other unsuspecting consumers how bad this guy Rusty is and how they treat customer I will never ever do business with diamondback billiards again, and I will make it my mission to let others know!

I have responded and am willing to refund Ms [redacted] the purchase price minus the freight of having the product shipped to her and the freight company, the vendor, nor myself were able to reach her by phone or email This resulted in the product being held in the carriers terminal for more than days until they returned it to our vendor The shipping charge involved for the failed delivery $ I would be happy to refund this as soon as possible I will have your sales rep contact you today for your credit card info to take care of the refund minus shipping costs Thank you

Back in November I ordered custom cue racks and a pinball machine from Diamondback billiards and paid in advance for the items I later cancelled the orders after no communication from the company regarding completion or expected delivery I requested a refund in January and was told by Daren that it would be issued I have followed up numerous times in the months since and have not received my refund The refund due is $

Your sales person JR R*** has been spamming our websites with unwanted ads for *** This is against our terms of service and is unwanted
I appreciate that you are trying to grow your sales for the company you promote, but the way you basically spammed this site is inappropriate, and is clearly against the TOS
It would be like our sales people going into Diamond Billiards and without permissions, plastering posters advertising our site all over your windows, displays, and productIt is no different
I get that you are offering a discount for members, but I'm sure you are posting that everywhere, so it's not "exclusive"This is a forum where members help each other outgive and takeYou come in and spam up all of the categories with advertisements and that is no help to anyone

I purchased an arcade game at a trade show and was told it would be delivered, set up and arrive as refurbished and in newer conditionIt was delivered on the wrong day so I was not there and it was filthy and in very poor conditionIt soon stopped working and has been out of order since mid MayI have sent numerous emails to different people including the owner and they have all either made promises to fix or replace the machine or they simply do not respondThey have asked me to be patient because they are very busyThis began in mid may and it is now July and the owner again ignored my calls and emailsAt this time I want the machine picked up and my money refunded in full as I will never do business with this company againI have 20-emails I can forward showing the ongoing lies they have told me and how many times they have put me off or simply ingnored me

I ordered a pool table felt cover with a *** logo on it, when cover came it was not what I ordered When I pointed out the error I was told that at the time I ordered my cover the their website had not been updated so I had to accepted the wrong design period I feel this was the classic bait and switch and of course the salesperson I order with is conveniently no longer works there So thinking I could speak with owner and get this resolved, well no such luck, the owner Rusty was even ruder and could care less that I had been misled So now I have a pool table I can't enjoy, because every time I look at it I think of how I got ripped off I have to save up another $to get another cover I know this is just one review but I will write as many as I can on this company to warn other unsuspecting consumers how bad this guy Rusty is and how they treat customer I will never ever do business with diamondback billiards again, and I will make it my mission to let others know!

This was the worst experience ever! We ordered our pool table in October and we were told that we would get it by DecemberThey had no communication with us about the statusWe kept calling and got the same answer “It is on the boat getting shipped here.” I finally got frustrated and called the manufacturing companyThey told me that it was getting shipped and since Diamondback Billiards did not pay their invoice, they could not send it to them for deliverySince all of this happened, they are now discontinuing service with themThe manufacture got too many complaints about them as wellWhen I tried calling Diamondback it talk to the manager, I would get story after story about how he was busyI was told within a couple minutes that he was in the back and then a different sales guy told me he had leftIt never added up! Needless to say, we ended up going through a different store and they were awesome! I’m not sure how this company stays in business

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Revdex.com:
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 would like to make note that this is the sixth (6th) time I have been told my purchased product will be ready "in two weeks"As business owner indicated, I have been provided a temporary loaner table, however loaner product is not a good resolution given product delivery in now more than weeks latePlease note that purchase details additionally included hard top cover, two benches, soft cover and "billiards package" to accompany table purchase. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

It Has been weeks and days since I signed my contract and still have not received my pool table The company never calls me I always had to call to find out where and when my pool table is going to be deliveredOrder date 5/28/ETA delivery 8/12/Still no table still no call back on delivery dateSince Aug 30th been texting Brittney about status always getting run around always told on next load will let me know when, but of course no call no est delivery dateToday was the last straw I informed them that I will report them, this company has been unreliable with no customer service Was offered a display for the full price and a lender that has been in their store for no telling how longI paid for my table and design full price why would I pay full price for something that has been used, uncalled for How many others has this been done to them, how much longer do I have to wait for my order When will this issue be resolved!!

Purchased a custom pool table on 8/18/17, PAID IN FULL at that time, quoted 8-weeks for deliveryWalked into store on 9/to inquire about statusRusty (owner of the company) immediately recognized my name and told me table was finished ahead of schedule and would be shipping Monday, 10/2, to arrive approximately 10/and would definitely be delivered to my home by 10/or 10/That was a lieCalled the afternoon of 10/when I hadn't heard from them, spoke with Mary, who told me she'd look into it immediately and return my call That was a lie, as she never called Called the afternoon of 10/when I still hadn't heard from them, spoke with Daren, who told me he'd look into it immediately and return my call That was a lie, as he never called Called on 10/and spoke with Mike, who was not at all concerned about my issue and only wanted to interrogate me about who gave me the incorrect delivery informationWalked into the store on Wednesday, 10/and spoke with Mike aga

I purchased a pool table on 11/12/ I was told by the sales person Shawn that the table would arrive in early January because of shipping When January came I waited to the middle of the month and called to see the status of my delivery They told me the wrong item was shipped to them and they had reordered and it should be here in a few weeks I asked why I was not called they told me they were sorry but did not have a reason I waited a few weeks and called back again It is 1/26/ I spoke to Chad and then he had Rusty call me back They told me the item had not shipped but promised me that it was on the truck and leaving the next day Rusty confirmed this himself Today is 2/8/ I just spoke to Eanna and was told the item was not shipped but Rusty just read her the email saying it was on the next truck I told her this was not okay and I wanted my pool table or money back She told me she would have to get back to me She did not have authority to take care o

I had my pool table recovered by this firmThey told me that my Accu-fast rails are guaranteed for life, but they won't give me a written warranteeThe rails are supposed to have Accu-fast embossed on themHow do I even know they are the right rails if they're covered and can't see them? I would have to remove the cloth and then recover themI leave messages and they ignore meI tried to get ahold of the owner at the main office and they wouldn't tell me who he was, but said they would have a manager call meHe didn't

On December 28, we ordered a pool table (custom build) with a dining top, along with a light from Z-Lite and two storage/seating benches from Legacy We paid for everything that evening and was told it would be about weeks for delivery of the table and that the light and benches would be ordered and we would be notified as soon as they came in
After a couple of weeks I called to check on the status of the light and the benches, especially the light because I wanted to get it installed before the table was finished We were told that nothing had come in yet and again, told that as soon as it did they would let us know, that they didn't want to have to store them either
Another week went by and still no word from Diamondback Billiards so we called again They said that the light should be in soon, but no exact date I believe it was the next week when I called and they said that it had come in and Rusty (the owner) would bring it to our house on his way home I asked that he call before he came by so we could get it and they said it might be late in the evening I told them, no problem, I need to get the light installed I waited up that night until after pm before getting ready for bed and no call, no knock on the door or ring of the doorbell!
The next morning I called Diamondback Billiards to find out what happened to the delivery of my light last night The person on the phone was not sure so he said he would ask and find out He came back to the phone and said that Rusty (the owner) had dropped it off outside my door last night I was upset, since I had told them to have him call before he came so I could make sure I got it, instead Rusty (the owner) just left it sitting beside my front door that anyone could have taken because I didn't get it until late that afternoon after getting home from work I then looked at my security camera and saw that he dropped it off around 8:pm and I was waiting for his call and stayed up later than just for this delivery
We were then calling to find out what was taking so long with our pool table and benches These calls were also hard to get answers to It seemed that no one really know what was happening Finally Rusty (the owner) called and said that they table could not be finished in the weeks and that it would be more like weeks, this was already after the original weeks since the order was placed When I asked him about our benches, he said that they were on a truck in Tennessee or Kentucky or someplace like that and should be here in a week or so
A week later we call again to check status of our items with much difficulty getting any answers It wasn't until February 6th that our pool table was delivered and set up but there were some flaws in the finish on the rails and the sights were not installed, also the side pockets and one of the corner pockets moved excessively when the *** were hit in them The next day the outside contractor that made the table and the salesman came to our house to look at it and take pictures It was decided then that the rails would have to be removed and taken back to the shop to be refinished but there was no schedule as to when this was going to happen
Again we continue to call and check on our benches and when the dining top would be delivered as well as when the rails would be removed and repaired Again, we had a hard time to get answers to our questions This went on for WEEKS!! We would call almost every week to check the status with little or no information in return
Finally on April 9th they came to deliver our two benches and the dining top for our table and remove the rails to repair them (months after the problem was identified!) When they brought in the dining top it was not right, not even close to what we had told them we wanted and were expecting When the delivery guy started writing down the issues we had, he then noticed that on the original paperwork for our order, the information was typed in the description area exactly what we were saying and obviously this was not looked at or read before building the table top The delivery guy called Rusty and told him of the problem and Rusty (the owner) told them to bring the table top back so it can be made correctly So they proceeded to take off the rails and put them in their truck with the dining top We asked them when we should be expecting the rails and dining top back but he delivery people had no idea We told them to have Rusty (the owner) call us and let us know what kind of time frame we are looking at to get these things back They said they would tell Rusty (the owner) as soon as they got back to the office We told them we want to hear from him TODAY or this evening! Again NO CALL!!
It was about two weeks before we heard anything from Diamondback Billiards Then when they wanted to deliver the rails and dining top again we demanded that Rusty (the owner) be with the deliver so that if there is any problems at this point we don't have to wait forever to get any answers, he would be there to see any issues and deal with them personally Of course Rusty (the owner) did not like this but we would not have it any other way Over the next two weeks we had, I believe different schedules that were set up and then cancelled at the last minute for one reason or another on their end
And finally on May 13th (almost months after placing the order) we were set up with a delivery between 11:am and 2:pm so I took off from work to be there for this delivery Come 2:pm there was no deliver, no phone call, NO COMMUNICATION of any kind, so I called the office and go through the telephone gauntlet to get to the delivery coordinator by saying I want to talk to her or Rusty (the owner) NOW! They put me on hold for about minutes and I finally get her on the phone and she acknowledges that we were to have our deliver during this time She said she would call and find out where they were and give me a call back I wait another minutes and get NO CALL and call back and this time get another person answering the phone and he seems to be somewhat aware of what is going on He said that the driver should be arriving in about minutes and that Rusty (the owner) was leaving the office now As I got off the phone with him, the driver finally calls to say he will be here in about minutes I told him that when he gets here, just wait for Rusty to arrive before coming to our door
The truck arrived about 2:pm, but Rusty (the owner) did not pull up until about 3:pm and then the guys from the first truck went back to the trailer that Rusty (the owner) brought It wasn't until about 4:pm before Rusty (the owner) finally came to the door He said he had just gone and picked up the rails from the shop because he noticed some issues with them in his warehouse that morning and took them, again, for repair They brought them in and there were still issues with the work and now the sights that they put in were the wrong ones The issues with the pockets were not even addressed at all Before they even bolted the rails back on the table Rusty (the owner) told them to stop He knew this was exactly why we demanded that he be here for this delivery, because AGAIN, they could not deliver a satisfactory product!
Rusty (the owner) asked what we wanted to do now and, as much as we liked the basic look of the table and the fit into our room, be didn't want to wait another unknown amount of time to maybe get it right We suggested that we return the table and get our money back Rusty (the owner) felt that at this point, that was also the best thing to do so he pulled out his phone and called his office and scheduled a truck to pick up our table the next week This phone call took less than one minute, and when he got off the phone, I asked him why he could not have done that earlier in the day to let us know that we were not going to get anyone here in the time they had scheduled
Rusty (the owner) went on to say how busy he is and he can't take time to make that call! Basically, saying that his customers are not important enough to be afforded a little communication that might take about a minute of his time!!
The following week, the day before our scheduled pick up, we get a call from the scheduler and she is talking about that they are "delivering" our stuff again She did not seem to know what was going on and we again had to let her know what was happening, that they are picking up our table and NOT delivering anything! The only bright spot was that on this pick up, they were actually withing the scheduled time frame!
I would not recommend anyone order anything from Diamondback Billiards The communication, or lack there of, is the biggest problem with this business