ComplaintsforOzone Billiards

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/20/2023 $3,559 Order # ****** Ordered ****** 8 ft pool table, installation and perfect drawer for storage.After installation, we noticed that the seems where the corners meet the longer pieces were not matching up properly. The installers came back and tried to adjust but in the process the corner pieces cracked. The installers worked with the company to get the cracked pieces reordered. Ozone ended up mailing them items that we did not need and pieces that were cracked. The installers tried asking the company for another set of parts that are not damaged but the company has ignored them. I then also tried to get a response from the company but we have not had anyone contact us. The installers have given up and do not want to work with them anymore. They said that the corner pieces should not have cracked that way and question the quality of the table. At this point I think I might have purchased an inferior quality table that is damaged and no one in the company is willing to help us.

  Business response

  03/19/2024

  Our internal communications, unfortunately, do not indicate that the replacement parts where insufficient to correct the issues. We have replacement parts in stock and can have them shipped immediately to resolve this warranty. We have inspected the parts and can attest to the quality and accuracy. The ***************** has been in  our collection for over 8 years and has been a very succesful addition to hundreds of homes so we are sure that this can be resolved to the customers satisfaction. We can be contacted directly at ************ or ***************************************** in order to facilitate the scheduling of these reapirs. Our hours of operation are M-Sat - 10AM - 6PM EST and Sun 11AM - 6PM EST. 

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered pool cue on sept 8 website said in stock ships in 2 to 3 days. Waited 3 days and called was told it war not in stock. Asked to cancel my order and they said ok. They had charged my card 475 dollars on sept 8 that was paid. Never got a refund on card. Called back on sep 21 and was told they were trying to cancel order with supplier. Put blame on supplier but they took my money not supplier. Was told again they would try to cancel with supplier. Just deflecting blame and not trying to refund my money

  Business response

  09/21/2023

  Our inventory feeds are supplied directly from the manufacturer and unfortunately in this case the "in stock" was inaccurate. Once cancelation was requested it is procedure to ensure that the item has not been shipped prior to a refund being issued as this item ships directly from the manufacturer. We apologize that process took longer than expected. Full refund has been issued as of 9/21/2023 10:29AM to the original payment method.

  Customer response

  09/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was charged twice for an order I tried to place on April 4th, 2023 but it seems that my order was never even placed. My items included a players cue flirt series f2610, a pro series billiard gloves vapor cool edge grey large reversible, cue cube nickel silver, and predator chalk **** pure blue 5 piece. I was charged $203.17 twice for this order and it was never even placed. I will be disputing the charges but I want to still place my order. I will pay for what I ordered but I will not pay for something I wont ever receive.

  Business response

  04/05/2023

  Customers card was declined by our credit card processor. Two authorization attempts failed unfortunately as indicated by the "pending" in the provided image. Customer has spoken to our customer service team and we have manually reversed both pending Authorizations and through typical timing with Credit Card issuers this should no longer be visible in 3 to 5 business days. There have been no charges to the customers card.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 5th 2023 , I ordered a Cuetec AVID series "Sneak ****" with *****mm Shaft. Their website indicated 2-3 business day turn around so being a Sunday I gave it to Thursday to see tracking. I have called just about everyday since March 8th 2023 regarding this shipment. My money was taken from my account the day I placed the order .Since then I have been in contact with Ozone directly and Imperial *** who in this case is the distributor for Ozone Billards. I have talked to numerous people. All claiming that the other party will have it shipped ASAP. I called Ozone and their phone rings and rings and rings for two days now. I was told to contact days after making contact to confirm I see tracking. I received order confirmation requesting if I was happy with my shipment or had any issues. NO! I haven't even received it. This order was placed on 3/5/2023 and here we are at 3/202023 and i have NOTHING to show for it. Everytime I reach someone, they push the blame onto the distributor, the distributor pushes it back on Ozone sayign "Someone has to clear the shipment" Ozone says "The order was released and should ship ASAP. This is absolutely ridiculous for a $250 product I have absolutely nothing to show for it. I would like immediate resolution or someone to take ownership of this shipping issue and get me what I paid for. Since the 5th all their information on my order status says is "Awaiting Shipment".

  Business response

  03/21/2023

  We are working dilligently to correct this issue and will have a resolution as soon as possible.

  Customer response

  03/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a Ram Pub Table Set 3 Piece Black on 12-20-2021 & the online site showed that it was in stock for $720 with free shipping. Money cleared by bank on 12-23-2021. I kept watching for a tracking number & did not receive one. On 1-3-2022 received an email from Ozone advising that they were following up on the order that a placed wanting to know if I received my order. There was a link to click on if it was received but if I didn't receive it yet to wait ***** & then contact Ozone Billiards. On 1-5-2022 I contacted Ozone through ozonebilliards.com. They replied on 1-6-2022 advising that it was out of stock until February. I replied advising them that it shows in stock on their online site & I was still interested in receiving my order. They responded 1-7-22 that they would have their site updated & will email tracking details once the order has shipped. On 1-25-2022 received email advising that the set was currently in production & expected to be ready in March. I replied that I was still interested in receiving the set. I contacted them again 3-28-22 advising them that they said it should be sent in March and there was only couple days left & still have not received tracking number & that it has been over 3 months, it still showed in stock online, & that I wanted a manager to contact me. 4-7-2022 I received a response saying the Vender advised that it was on the water & should expect it 2 weeks. 4-26-22 sent email requiring my tracking number, still shows in stock on site, & that I have seen several complaints with your company (BBB). 4-27-22 received call from JT, apologized for delay, refunded $120 & said I should receive next week. 5-4-22 received the pub set, sent Cappuccino, one box was torn open, so I looked at it, the stool had a brace that was completely broke in half and discolored on chair back. Called the number that JT called from left message & also sent two different emails on 5-4-22 advising of this and still have not heard from them.

  Business response

  05/23/2022

  HI *****,

   

  I do apologize that after the extremely long wait you were shipped the wrong color set. I have already started the process for return on the product at no expense on your end. As well as, refunded the remaining balance on your order to your card that was used on this order. An email was sent to you a few moments ago confirming this.  Once I have the call tag from the mfr. I will notify you via email. 

  Customer response

  05/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made the order on the 18th of March and on the 23rd of March I called and canceled and they said my refund would be received within 2 days it is now the 31st and I keep getting the run around they keep telling me they're shorthanded and that my order has been in fulfillment which it has been in fulfillment since the 19th its states that it would be 2 to 3 business days to ship so it should of shipped on the 23rd yet it still shows as of the 31st waiting for fulfillment. All I want is a refund of what I spent $270.50.

  Business response

  04/01/2022

  A refund was processed yesterday for this order. The delay in processing this refund was due to our temporary shortage of employees which is causing us to have a delayd response to customer communications. We are working to reply to our customers as promptly as possible. We apologize for the delay in getting this matter resolved but have processed the refund for this order on the 31st of March. 

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Made an order with Ozone Billards for $3694.00 on 03/03/22. Said Oder would be shipped in **** days. In note section when placing order I asked to please call as I had a question. I have never received a call. I have also emailed repeatedly. I have called them over 40 times this week. They do not answer. I did speak once last week to ****** and was told she would tell manager to call right away. He never has. I feel Ive been scammed and will also contact PayPal.

  Business response

  03/25/2022

  Hello,

   

  I apologize that we have failed to communicate with you. We are working with limited staff and trying to take care of all of our customers.Your table is being prepped for shipment. I will reach out to you today to discuss the details of your order. 

• Initial Complaint

  03/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered and paid $4,000 for a custom built pool table from this company on 1/28/22 and it is now 3/11/22 , we have not received our order nor can we get any confirmation when it will be shipped, delivered and set up. We have tried numerous times to contact them and most of the time they dont answer the phone and never return messages left on voicemail. We just want the table we paid for.

  Business response

  03/14/2022

  We are working on getting this order shipped out this week. There have been delays due to finding an installer in the customer's area that would be willing and available to receive and install the table.  We were able to contract an installer out of ******** and will be shipping the table to them this week. Once the order ships the customer will receive an email with tracking information. 

• Initial Complaint

  02/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  i placed an order (Order #******) with them on 2-16-22 it still has not arrived as of 2-26-22. they contacted me on 2-22-22 and informed me they do not have a few of the items I order., we revised the order and they promised it would be shipped out by cob of 2-23-22. the tracking information given is ******* of 2-26-22 It says the label only has been made. I have informed them via email that if I do not receive my items by cob Monday 2-28-22 then I will be reporting them to PayPal and requesting a refund... there are so many bad reviews out there about this company. including me. this company is a scamming operation clearly. if they were not then the purchasing of any items would go smoothly as most others do. because as you can see the factual information here is completely in disarray. and makes no scene.

  Business response

  03/01/2022

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

  I'm sorry you feel that this expereicne ordering with us was terrible and felt that we were a scam company. As you said, the order was placed on the 16th, on the 22nd we notifiied you of the back ordered items and on the 23rd we had an agent speak with you and revise your order so thjat we could ship items available out to you. Thge next day in the morning we shiped out via **** the items we had on your order and emailed you a trakcing number.  At this time, you felt the need to blast on on the internet and BBB even thiough you received confirmation on the shipment of your order.  Unfortunately, **** does not have the best tracking system and while you may have not seen updates on the transit it was indicated to have left our building.  See below timeline of shipment transit as oper **** tracking site:

  February 28, 2022, 3:13 pm
  Delivered, Garage or Other Location at Address
  *********, ** 37184 
  Your item was delivered to the garage or an alternate location at the address at 3:13 pm on February 28, 2022 in *********, ** 37184.
  
  February 28, 2022, 6:52 am
  Out for Delivery
  *********, ** 37184 
  
  February 28, 2022, 6:41 am
  Arrived at Post Office
  *********, ** 37184 
  
  February 27, 2022
  In Transit to Next Facility
  
  February 26, 2022, 5:39 pm
  Arrived at **** Regional Facility
  ********* ** DISTRIBUTION CENTER ANNEX 
  
  February 26, 2022, 4:24 pm
  Accepted at **** Origin Facility
  ********, ** 30144 
  
  February 24, 2022, 11:22 am
  Shipment Received, Package Acceptance Pending
  ********, ** 30144 

   

   

  I understand frustrations when ordering online and not receiving communications in a timely manner. We are striving to do better. As per the above timeline you did receive the package yesterday. I hope all arrived well. Your order does show that we are still pending delivery of 1 made-to-order items that looks to have an expected ship date of 3/7/22. Please advise if you would like to have us keep this order or cancel the item and refund you the money.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed a order on the November 18th 2 cue , case , and some chalk. It shipped on the 26th, I received it on the 28th. They left my case out of the order, I was calm and understanding they sent it out, I had the shaft turned down to *****mm on one stick and a tiger tip put on these are $45 total upgrades, when I got the stick the shaft wasnt turned down to *****mm more like *****mm, I let it slide , than when I went to play my 1st game with them and after 5 hits the tip flew off, So I try to contact them it was around December 20th it took me until the 3rd to get ahold of them and I kept my cool bc of the holidays , well I was still using the break cue and the tip on it freaking flew off of it so I finally call and get ahold of someone to return those for a store credit, they received my sticks on November 6th I just got my refund today and it didnt include the $45 upgrades because he said custom work is non refundable I tried to explain to him that it was there fault on the custom work that was wrong and broke and he said he didnt want to hear it I told you him if the sticks was right and didnt brake I would have kept them it was there fault it plainly states that 100% grantee soo with that being their fault wheres the rest of my money!?!?

  Business response

  01/26/2022

  **************,

  I apologize for the position our temp agent put you in that tyou felt you needed to report our company due to poor customer service. We are wokring harder to ensure all new trainees are thoroughly trained in how to manage customer issues.  We spoke on the phone after the incident you had with our customer service and I believe we managed to resolve your issue and have completed your order to your satisfaction. 

  Customer response

  01/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

*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. ↩