Diamondback Billiards & Games

I PURCHASED AN ITEM IN DECEMBER AND I HAVE NOT TO THIS DATE EITHER RECEIVED THE ITEM OR A REFUNDI HAVE CALLED THE BUSINESS SEVERAL TIMES AND LEFT EMAILS THAT HAVE GONE UNANSWERED

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

I bought my pool table from Diamondback billiards many years backI have moved twice since then and since I bought a pool table from a company that only diamondback billiards is contracted with I have to use Diamondback every time I move or I lose my warrantyThe first time I moved it cost $The second time they said it was $(with no explanation as to the price increase) but offered to do it for $I am once again moving and when I called they told me it would be $to move the table! Once again they have no explanation as to the price increaseEvery other company in AZ charges $at the mostAs I called around desperately trying to find a pool table mover that had a contract with *** pool tables I was told by EVERY company that Diamondback Billiards are known for hiking prices and trapping customersAll these different pool table companies were recommending each other and trying to help me find someone that could do it without me losing my warrantyFinally, I spoke with someone who explained that Diamondback had exclusive rights with *** and they are charging me $because they know I have nowhere else to goWhen I called Diamondback again to try to work out a fare price she offered $(still $over a reasonable price)I explained my frustration and asked for an explanation as to the big price difference from the other companies and she could not give oneI told her I spent thousands of dollars in their store and have paid them twice already to move my table so where is the customer loyalty at? Her response was "My loyalty is at $350"Wanda (the manager) was rude and couldn't have cared less about the situationI asked to speak with someone else and she said she was as high as I can go and the owner wouldn't waste his time speaking to a customerI regret giving them my business and can only imagine how much it will be if I ever have to move it againI have also filed a complaint against them with *** and hope to hear back from them soonPLEASE DO NOT GIVE THEM YOUR BUSINESSTHERE ARE MANY OTHER HONEST AND CARING COMPANIES YOU CAN SUPPORT

I purchased a custom build pool table on 3/14/with a schedule delivery date of 5/14/ A few days prior to the delivery date I contacted Diamondback Billiards to find out the status since I hadn't heard anything since I placed the orderI was told that they would call Olhausen to find out the status of my order since they didn't know the status We were told it couldn't be delivered in weeks, it would be 8-weeks After weeks, I was told 10-weeks I told them I wanted a refund because weeks was unacceptable, they offered me a loaner table or a ping pong table top Now we are at weeks and they still don't know where my pool table is Due to the lack of communication and the unknown status of my order, I would just like to discontinue doing business with this company and want my money refunded

Mr*** is correct he did purchase an outdoor pool table from us on 4/8/ I Rusty R*** have been involved in this order from early on as our outdoor pool table manufacturer was unable to complete this order and we had to switch to a new manufacturer Daren T*** the sales
manager is in charge of handling these situations has been in contact with Mr*** continuously We have installed a loaner outdoor pool table on June 5th which was days after the estimated completion date so the client would be able to at least enjoy a pool table in their back yard until we have completed their CUSTOM outdoor pool table At time of purchase we discounted the package considerably as well as provided month No interest finance program Giving the significant discount we asked for the full payment We in fact reimbursed the $deposit the the client paid on 7/24/until the build is complete So at this point the client has paid a total of $toward his finance I am monitoring this every day with the builder and I will not compromise the quality of the product to rush this to the client The client is demanding that we give him a date of delivery therefore our best estimate is weeks We have shown good faith in every step by providing a loaner pool table value $and reimbursed the $deposit until the build is complete At this point I will contact the client and explain this personally and will continue to monitor the situation daily as I have been since weeks in

Diamondback Billiards is a terrible, unreliable, and unprofessional business, with poor customer serviceI purchased a pool table for $4,200.00, on 3/2/and, although it was to be delivered in 4-weeks, it was not delivered until weeks (months) later, on 7/26/Despite my numerous telephone calls, my calls were not returned or were returned weeks laterMultiple individuals then informed me that the delivery would be 6-weeks, 8-weeks, or they "had no idea when," depending on who you talked toAlthough I requested to talk to the owner, the owner never called meWhen the pool table was finally delivered, it had a scratch on the railOnce again, Diamondback Billiards was to call me and get it resolvedAgain, weeks went by without a return callWhen I finally talked to someone, it was determined that they would order new rails so the finish would not be marred by repair and so the stain would matchAgain, I was told it would take a couple weeks and someone was to keep

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

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 either. We just wanted to know when the pool table was going to show up.  This was not an answer they were able to give. This 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 1.  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, 2017.  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, 2017.

Mr. [redacted] is correct in the fact the original order was mis-shipped by the vendor and we received an air hockey table rather than the bumper pool table he ordered.  The order was to be added to our next full truck order from the vendor.  The vendor told us it would be shipping last week and...

notified us Monday they ran into a delay and the truck did not ship.  Ianna brought the situation to my attention and stated that Mr. [redacted] was unhappy and wanted his money back and would report us to the Revdex.com.  I contacted Mr. [redacted] immediately and collected his credit card info to process the refund of his deposit amount of $1124.87 which was entered 2/8/17 and could take up to 5 days to post according to our merchant services provider.  I believe at this time this should satisfy any outstanding complaint with Mr. [redacted].   Thank you,Rusty [redacted] President Diamondback Billiards and Games

Mr. [redacted] is correct that he did purchase a CUSTOM pool table from my store.    Mr. [redacted] started calling in 3 weeks after purchase and asking for status on his pool table that has an estimated delivery date of 10/27/17.  At the bottom of Mr. [redacted] order it clearly states...

"All custom orders can vary in delivery times.  This date is an ESTIMATE only." Mr [redacted] was offered, and he refused a full refund on his purchase yesterday because I would rather not sell product to someone that has accused us of lying, stealing, etc....  If this is a concern why would you want to continue to do business with the company you feel and publicly denounce as a thief or fraud? My sales manager reached out to Mr. [redacted] yesterday by phone and was sent a series of text that will be uploaded to this complaint.  Brief overview of the text, Mr [redacted] was too angry to keep his composure so was unable to speak on the phone, threats of this Revdex.com complaint, as well as threats of contacting his attorney.  The only solution Mr. [redacted] would like is to get his "DAMN" pool table and I can assure you Mr [redacted] will get his pool table.  Rather than offer another date that we have to depend on the manufacturer to hit I suggest that I will contact Mr. [redacted] when his product leaves the manufacturer at which time I will schedule for delivery.  At that point there will be no more false assumptions or promises and I will actually have some control of completing this order.  At this time the product is not in my possession so we are not able to promise anything.  I would also ask that all further communication be in email form until time of delivery either through this complaint or to my direct email [email protected] as I would like to have documentation of every conversation going forward.

This is not a consumer complaint.  We have addressed the situation with the online forum and discussed the situation with the sales person.

Mr. and Mrs. [redacted] are having their order delivered Thursday 7/13/17 and their order is complete.

[redacted]...

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.

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

[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 me. The machine has been picked up and my credit card has been refunded so you can close this complaint.
Regards,
[redacted]

Customer has been contacted and repair is being completed

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...

10 days until they returned it to our vendor.  The shipping charge involved for the failed delivery $221.  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

Mr [redacted] did purchase a Big Buck Hunter Pro from an expo show where we displayed the units that we sell.  We sell this model as used since it is no longer a production model and therefore we are limited to the condition games we can locate. As far as the condition of the machine Mr. [redacted] was...

unhappy with what was delivered and it was explained that these games are used and we cannot guarantee the condition of being "pristine" when purchasing a used machine.  The conversation that was discussed between the salesperson and the client was not disclosed until after we delivered the machine.  There is nothing in writing expressing the level of condition the client was expecting or promised by my salesperson so to make the client happy we agreed to attempt to source a better quality machine.  We were able to find one and we are in the process of refurbishing it to replace the unit that Mr [redacted] was unhappy with.  This was explained to Mr. [redacted] last week that we are working on completing a game that would meet his standards.  He has refused and would prefer to have the game picked up and his card refunded.  Yesterday Mr. [redacted] disclosed he has processed a charge back on his card rather than waiting for a refund.  At this point we agree the game will be removed Monday 7/24/17 and Mr. [redacted] will be refunded in full for his purchase price of $2158.99 to the card he purchased the machine once that card info is provided to Diamondback Billiards.  This should resolve any and all issues described in this complaint.

I absolutely reject this response, as it does nothing to address my complaint.  This is just irrelevant, childish nonsense that is meant to divert attention from the real issue.  I understand the disclaimer he references on the sales order, but nowhere did I find a disclaimer stating that, “WE WILL LIE TO YOU EVERY TIME YOU CONTACT US” e.g. the 4 times I’ve been told, “your table is shipping on Monday.”  His claim that I was offered a full refund is also a lie; I was never offered a full refund, a partial refund, or any form of compensation or help.  I don’t want a refund, I want my table, but they refuse to ship it.  In fact, Daren Taylor on 11/3 admitted to me – in writing - that the failure to deliver is, in fact, an intentional act by Diamondback.  When I reminded him that he told me my table was due to ship this past Monday, he replied, “that was correct however since then we have added to the inventory with new orders and they have delayed shipping.”  No, “they” (the manufacturer) haven’t delayed; Diamondback has delayed.  This company is deceiving its customers in stating that they have no control over shipping; they are simply trying to save money by allowing the order size to continue to increase, so that their shipping costs per table will decrease incrementally.  Meanwhile, customers’ completed tables are collecting dust at the manufacturer; the respondent first told me that my table was complete and ready for shipment nearly 6 weeks ago, on 9/27.  I sell custom office furniture for a living, and while a seller may be at the mercy of the manufacturer when it comes to manufacturing, the seller calls the shots when it comes to shipping.  I want my table, which was paid in full going on 3 months ago.  Though complete nearly 6 weeks ago, they offer no information on when it will even be allowed to leave the manufacturer.  I want them to simply ship it NOW, but Diamondback refuses to address this.  Nothing else he stated matters whatsoever.