Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 3:1 game table less than a year ago. Have attempted contacting the company for a replacement net, as it has broken with min use, for several months with no response to emails or chat. They do not have a phone number you can contact. Even though I feel this is a low quality issue and they should replace the net, I am even willing to purchase a replacement if that is required. I just need them to tell me where? and what kind. I have received one response via chat the many times I have attempted and it just says "we don't sell replacement parts." They will not respond to any other questions. I have attempted to purchase a net from amazon but we can't find one that fits this table. So a >$2000 table is no useless because the companies customer service is non existent. And even if I do obtain a net that works. What about future parts that break? What do I do then? Throw it away and just keep buying more from a company I can't contact?? Will never purchase again from this company. I made a huge mistake trusting them to do the right thing.

• Initial Complaint

  Date:02/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 20 I purchased the tub $3094.00 September it arrived it stayed palletized until install November 17 it was installed December 10 shower wand hose exploded forcing me to pull the tub(1) replaced with one on Amazon Upon pulling the tub the drain hose cracked off in my drain there was no tugging when this happened.December 15 one bubble jet hose popped off flooding my bathroom contacted amazon where you asked for photos. I came down with the flu for a week and could not pull the tub for photos. After recovering I pulled the tub (2) and sent photos never got a reply. At this point an amazon a-z claim was filed and they got no response from you. And they told me I could ship the tub back via **** which would be impossible as they only mail up to 70lbs and would leave me tubless This also prompted and emergency room visit for a rotator cuff injury from lifting the tub couldnt move my arm for 3 weeks January 29 two more hoses popped off from the bubble jets with a 3rd on its way off. This was tub pull (3) and it caused me to re injure my rotator cuff and was not able to move my right arm for 2 weeks.I am in this an additional $500 in materials not including labor I replaced all the pvc glue all the hose clamps and added more clamps on other hoses to prevent future damage to my home. Also the motor for the jets sounds like its going to die any day now. I am asking for a full refund. The fact of the matter is I cannot ship it back and be tubless for weeks. I have accepted that something went wrong and will continue to repair it however I certainly should not have to be doing this in the first 3 months of use maybe after 3 years but not almost immediately into purchasing.

• Initial Complaint

  Date:02/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a pool table set from them and it came damaged and won't send anything to fix it and they won't help me return it

• Initial Complaint

  Date:02/08/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a Pool Table 7ft + Air Hockey + Table Tennis + Table - ****** with Benches from Simba USA on 7/26/22 for $2,659.05 plus $192.78 in tax for a total charge of $2851.83. The product was shipped to our address and was promised between 07/29/2022 and 08/02/2022. The product arrived on 08/04/2022. The product arrived and immediately it looked damaged. We contacted Simba USA to report the damages and immediately requested for us to ship it back as the product packaging was completely damaged and should it be opened there would be no salvaging the original packaging to ship it back. That being said Simba responded with please open the packaging to assess the damages sustained. They wanted pictures from the inside of the packaging after we sent them pictures of the outside damages. We continued to correspond with the contact "*****," who had initially promised us to provide us with the damaged items in the package. This was never fulfilled. We continued to email patiently and gave ample time for the company to respond. They did not answer us, they did not provide the damaged items, they did not provide the promised discount of the damages sustained. Simba USA no longer is corresponding back with us and we would like to request a full refund. We were not provided the full description of this item, the item does not perform all of the stated functions as described and the functionality is not to our liking. the product wobbles when playing pool, the air hockey table does not function very well, and we were never even able to perform the ping pong and dining table options due to the damages sustained due to the shipping.

• Initial Complaint

  Date:01/22/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the item Dec 25 as a Christmas present for my husband. The item arrived Dec 30 and the semi driver used pallet **** to unload into garage. As it weighs 500 lbs my husband had to wait for help to open and out together. Upon inspection when he finally had help the pool table box and table itself was damaged. You could see where the forklift at warehouse had stabbed into box and thus table with forks. The table is damaged and the ***** cannot roll down the chute like they are supposed to. I contracted simba and supplied pictures. Their response was a demand for me to ship table back AT MY EXPENSE. This is a fraudulent company and i don't recommend them to anybody.

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nov 13th 2022 We purchased a multigame table for the family. It didn't arrive and was stuck in a warehouse & after many emails we got one driver attemtpting to deliver a 500 pound game table. I signed for the delivery of the game table not knowing that once you sign it you ******** sign that it came in good condition. I warn anyone working with this man that you must not sign it. I believed I was simply signing a delivery slip. Once it was brought in by 4 men and unwrapped is when we saw the scratches, dents and a bench without s**** holes or the parts to put it together. We took photos as we continued to unwrap the game table. We contacted the vendor and all he would do is state that if we didn't want it to send it back at our expense. It seems he has done this to many other ************** can't all be lying. We tried to ask for warranty pieces to fix the table top and the bench he couldn't help with the table top and was going to try and find the screws. This person is not to be trusted AT ALL. Where is this warranty and why can't I receive the parts that I need for a working table??? There is something very wrong and he continues to get away with it because of a loop hole on the shippng label. This is predatory practice and needs to stop. I just want a new top and the screws to fix a bench we can't even use it as it's too damaged at this point. For a piece of exquipment over $2,500 you would expect much better customer service and replacement parts being available. Why would I pay for men to bring it in the house and get it put together if I didn't want it? The material is not the best its compressed melamine or cardboard material. All I want is the replacement parts one table top with the tennis table on one side and the screws I need to complete the bench. Why does this company continue to be in business and not help with all these issues is beyong me. BBB please help put a stop to this predatory practice.

• Initial Complaint

  Date:12/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a game table from this company. The package showed up with broken pieces and this company refues to ship a new piece

  Business Response

  Date: 12/28/2022

  this customer broke the bench during use, and now he would like a new bench from us, the customer sent the photographs and it is very clear that it is NOT broken during transport, but it was broken during use. I thank

• Initial Complaint

  Date:12/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a black jet tub from Simbashoppingusa.com received on 12/14/22. Opened packaged on 12/16/22 and the tub was complete scratched, highly damaged, and discolored. I email them to get a replacement sent out immediately and they told me I had to wait until they had time to review the pictures. ***** claimed he was just a worker but he is actually the owner of the company.

  Business Response

  Date: 12/16/2022

  dear ********, if you don't like the product, please package in original box for a return, and we will collect. I wait your confirm. thanks

  we see photo and product is not damage, but if you prefer return no problem our side. 

  we think you are a very argumentative and unreasonable customer, we are very serious, and we have no problem for the return if you prefer. I thank

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18599615
  
  I am rejecting this response because:

  This was a very expensive item that was damaged upon receipt. We notified the supplier immediately. 

  They are trying to blame it on remorse of purchasing the item instead of replacing it. They want me to send it back to them at my expense which is about $300.00. 

  They are not willing to replace it, which was preferred nor are they willing to give me a refund. 

  I am not able to use this item in my house, please trust when I say do not purchase from them. 

  Sincerely,
  
  ***********************

  ************

  Business Response

  Date: 12/28/2022

  this customer is a total scam, first she bought from our website, then she also placed an order through amazon, then she received the two products, then she contested two orders with the same photographs, both on amazon and on our website. it is not possible to keep the goods and also the money. the client is totally incorrect, and has no respect for the work of others. thanks

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18599615
  
  I am rejecting this response because:

  he shipped damaged item and is now trying to put blame on me. 

  He is asking me to ship the item back to him at my expense when it should be his expense.

  This item was damaged at time of arrival the pictures show the true story. 

  This owner is the one that is trying to scam me and all his other customers, read the comments on Amazon about him. 

  Very extremely poor businessman. 

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a jacuzzi tube online. Upon arrival, the product dimensions advertised did not match the product dimensions received. When I attempted to make contact with the company, I found they had no direct phone number and instead was requested to utilize a chat. When I was unable to get answers, I emailed the company and was called names when I stated my experience was a nightmare and I had wanted to return the product. I paid well over $1000 to return this product as I was so unhappy with the falsified received product. Simba shopping had insisted on getting insurance on the return (which I had already planned on doing). When I inquired as to why they were so insistent on insurance as they were setting the stage to not be liable for refunding upon return. I had provided the tracking information as requested by Simba. After that, they had ghosted me until 5 days after the product was returned to their warehouse. At which time, Simba claimed the product was damaged. Working with the shipping company as we believe Simba to be commuting fraud on the return as it appears they damaged the product after it was returned to the warehouse (per shipping documents and pictures). I have all emails exchanged, ************* forms and contacted my credit card company to dispute yet Simba refuses to take accountability. Further, the damage to the outside of the package does not correlate with the broken tub portion as claimed by Simba.

  Business Response

  Date: 11/19/2022

  totally incorrect, false customer. the customer had remorse and returned the item. the item returned to our warehouse completely destroyed. the client is incorrect. I thank

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18439427
  
  I am rejecting this response because:
  There was not buyers remorse. I had indicated the product was marketed incorrectly. When attempting to reconcile with the company, I was met with name calling and no action towards reconciliation. I had insurance on this return, as Simba had set the stage that they would not accept the return due to damage (prior to the product even being sent). *** has record that the shipment arrived intact. I believe Simba is committing fraud to not reimburse my return and fraudulently broke the product to avoid such return. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/21/2022

  dear customer, we have sent you many photo to see the condition of this product at return, you know very well your shipper have distruct this product

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18439427
  
  I am rejecting this response because: the shipper has stated the product arrived in proper condition upon delivery to the Simba Warehouse.  BBB, please intervene as clearly Simba is not professional and/or able to comprehend fraud.  It is unlawful to damage a return to get out of a refund.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Through Amazon I order on **** - you can also order directly through their website - 8' Feet Billiard Pool Table with Automatic Ball Return System Snooker Full Set Accessories Game Vintage Green 8FT for a total of $2032.54. Invoice # ***-2254120-7101852. I received it shipped from Forward Air Complete, invoice # ******** - it was delivered on a pallet.After opening it - support brackets were damaged by the accessories, 1 stick broken, the "wood" on the side of the table where the ***** return was cracked in 3 places and the table was laying face down on the pallet. The bottom of the boxed came to me ripped and the felt on the table was ripped in 2 places. I contacted the seller through Amazon. I was asked if I wanted a asked if I wanted a partial refund. I said no, I would be willing to exchange the table only if they agreed. I was told then to box it up. I assumed that mean they would schedule to pick it up and refund. I was then told I had to mail it back to them. I live in **, this company is in Fl, the product is over 300 lbs and 8X4 FT. Since I received a damaged item, that was not usable unless I fixed it, I should not have to pay hundreds of dollars to return it. I requested again to replace it, I was told to mail it back. I requested a name and number of a manager, I was told again to mail it back with no further information to contact someone. When you go to their website, there is no contact # only an email address. I received a damaged item, that I did not damage it. Therefore, I should not have to pay to return this item and I am not receiving any contact information to speak to anyone. I have also contacted Amazon about this issue and I will write a review. This is not fair to any consumer and that is why I am contacting you for your assistance. I thank you for your time and any assistance that you can provide. Thank you.

  Business Response

  Date: 10/26/2022

  hello, the customer does not want to follow the amazon policies. we are obligated to follow amazon's policies when selling on amazon, please understand and follow *****'s instructions. thank you very much