Diamondback Billiards & Games

Customer has been contacted and repair is being completed

I bought my pool table from Diamondback billiards many years back. I 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 warranty. The first time I moved it cost $200. The second time they said it was $300 (with no explanation as to the price increase) but offered to do it for $250. I am once again moving and when I called they told me it would be $400 to move the table! Once again they have no explanation as to the price increase. Every other company in AZ charges $250 at the most. As I called around desperately trying to find a pool table mover that had a contract with [redacted] pool tables I was told by EVERY company that Diamondback Billiards are known for hiking prices and trapping customers. All these different pool table companies were recommending each other and trying to help me find someone that could do it without me losing my warranty. Finally, I spoke with someone who explained that Diamondback had exclusive rights with [redacted] and they are charging me $400 because they know I have nowhere else to go. When I called Diamondback again to try to work out a fare price she offered $350 (still $100 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 one. I 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 situation. I 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 customer. I regret giving them my business and can only imagine how much it will be if I ever have to move it again. I have also filed a complaint against them with [redacted] and hope to hear back from them soon. PLEASE DO NOT GIVE THEM YOUR BUSINESS. THERE ARE MANY OTHER HONEST AND CARING COMPANIES YOU CAN SUPPORT.

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 back. I had even talked to the owner personally after one of their many instances of lack of communication and it never got better. Unless you enjoy horrible customer service, do not buy ANYTHING from them.

I contracted with this company to breakdown, crate and transport my pool table to an out of state location. The breakdown went fine. I was told the table would stay in Scottsdale around two days. It took two weeks to send the table to me out of state. I called each day to find out why the table hadn't been sent and got lied to and was told each day someone would call me back. I asked to speak the the owner and he has never called me back. They are an unprofessional group of people. The warehouse manager had me on the phone while he argued with a driver who refused to take the table because of the way it was packed.

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 $750 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!

Over a year ago my husband and I bought a pool table at Diamondback Billiards and had a wonderful experience, so when it came time to find spectator chairs it was the first place we visited. Rusty was extremely helpful in sending us pictures of different options we could go with. We went to EVERY SINGLE BILLIARD STORE IN ARIZONA that day to make sure we were getting a good deal. At the end of the day, we ended up right back at Diamondback Billiards. They stayed open late for us to make sure what we got was exactly what we wanted. With their interest free financing and excellent customer service, it's hard to imagine going anywhere else.

On December 28, 2015 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 4 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 10 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 8:30 pm and I was waiting for his call and stayed up later than normal 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 4 weeks and that it would be more like 6 weeks, this was already after the original 4 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 [redacted] 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 (2 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 3 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 5 months after placing the order) we were set up with a delivery between 11:00 am and 2:00 pm so I took off from work to be there for this delivery. Come 2:05 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 5 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 30 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 15 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 15 minutes. I told him that when he gets here, just wait for Rusty to arrive before coming to our door.

The truck arrived about 2:50 pm, but Rusty (the owner) did not pull up until about 3:35 pm and then the guys from the first truck went back to the trailer that Rusty (the owner) brought. It wasn't until about 4:05 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.

My husband and I went to Diamondback Billiards to check out the air hockey tables. [redacted] was great, told us about everything they had and options. He was very helpful. I would definitely recommend them to everybody.

Review: Back in May Diamondback Billiards agreed to re-felt my bumper pool table and give it new side rails. They had to purchase the materials ahead of time so they asked me to prepay a sum of $200 and I did so. The repair man arrived with the incorrect material. He was apologetic, admitted it was his fault, and said he would get the correct material and be back in the next couple of days. We never received a phone call after he left. After a week or so we called the main number asking when they would return. We were told they were going to contact the service agent and get right back to us in the next couple of days. We waited a week or so and called them back. Each time we call them they usually put us on hold and say they will chase down the information and call us right back. They never call. It wasn't an urgent item so we have not hounded them as much as we probably should have and I can't believe I allowed this to go on this long without resolution.Desired Settlement: I would like them to perform the service for which I have already paid.

Business

Response:

Customer has been contacted and repair is being completed

Over a year ago my husband and I bought a pool table at Diamondback Billiards and had a wonderful experience, so when it came time to find spectator chairs it was the first place we visited. Rusty was extremely helpful in sending us pictures of different options we could go with. We went to EVERY SINGLE BILLIARD STORE IN ARIZONA that day to make sure we were getting a good deal. At the end of the day, we ended up right back at Diamondback Billiards. They stayed open late for us to make sure what we got was exactly what we wanted. With their interest free financing and excellent customer service, it's hard to imagine going anywhere else.

My husband and I went to Diamondback Billiards to check out the air hockey tables. [redacted] was great, told us about everything they had and options. He was very helpful. I would definitely recommend them to everybody.