ComplaintsforBudget Billiards Supply

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a very expensive **** CX-87 cue from Budget Billiards Supply Company for around $1,359 between my mother and sister who all saved thier money fir thus purchase to give as a very special gift for my father. It arrived fairly quickly but the cue stick was NOT straight! It rolled on the table with a significant wobble. I mean at the very least this will completely ruin the cues value for resale but who wants to buy a crooked cue? And for $1,300? This complaint is being filed because I reached out to their 'support' department which doesn't exist apparently. They only list an email address no active phone number the one listed on this site is inactive which is very shady to say the least. So no response from them and no way to communicate with them about the defective product received or any solutions or exchanges offfered. No solution at this point seems free of rush because of the business practices taking place here. (No resources spent towards customer care and product integrity or exchange)... we were by so excited about the cue and only ask that it is straight everything else was great I guess.

  Business response

  01/15/2024

  Dear ***************,
  
  Subject: Response to BBB Complaint Regarding Schon CX-87 Cue Purchase
  
  We have received your complaint filed with the BBB and would like to address the situation regarding the Schon CX-87 cue you purchased from Budget Billiards Supply Company.
  
  Upon your initial report of the issue with the cue, we responded promptly by sending you a return label on the very next day, Thursday. This was done to facilitate the return and inspection of the product, as is standard procedure in such cases.
  
  We note that you sent a follow-up email regarding the same issue. In response, we reiterated the availability of the return label (from *********************, supplier of Schon Cues), which had already been provided. Our intention was to ensure that you had the necessary information to proceed without delay.
  
  Following your BBB complaint, we made an effort to contact you directly by phone and subsequently via text, aiming to expedite the resolution of your concern. However, we were unable to connect with you.
  
  To move forward, please use the return label sent to you to return the cue. Upon its arrival, we will conduct an inspection. Based on our findings, we will determine the appropriate next steps, which may include a replacement or a refund, as warranted.
  
  Our team is committed to ensuring customer satisfaction within the scope of our policies and procedures.
  
  Should you need further assistance, you are encouraged to contact us directly. We aim to resolve this matter efficiently.
  
  Regards,
  *********************** *******
  Budget Billiards Supply

  Business response

  01/15/2024

  Dear BBB,
  Subject: Follow-Up on BBB Complaint Case #********
  
  I am writing to provide further information regarding the complaint filed by [Customer's Name] concerning the purchase of a **** CX-87 cue from Budget Billiards Supply Company.
  
  We understand the customer's concerns and are committed to resolving any issues our customers face. However, we feel it is essential to provide additional context to the situation. To this end, I am attaching a PDF copy of the email thread between *************************** and our company. This correspondence demonstrates our prompt and consistent efforts to address the issue as soon as it was brought to our attention.
  
  From the time the problem was reported, we acted swiftly by providing a return label for the cue. Our responses have been timely, and we have made multiple attempts to communicate directly with the customer, including phone calls and text messages, which have not been successful.
  
  We believe this documentation will offer a clearer understanding of the sequence of events and our commitment to customer service. While we strive to ensure customer satisfaction, we also rely on our customers to engage with the solutions we provide.
  
  In conclusion, we remain ready to resolve this issue once the customer returns the product using the provided label. We hope this additional information will be helpful in evaluating the case.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  *********************** *******
  Owner,
  Budget Billiards Supply
  
  Attachment: Email Thread PDF
  Attachment: TEXT PDF

  Business response

  01/26/2024

  ***************, acknowledged that we responded and asked how to close the complaint. I don't believe this case should be closed as "answered" but instead resolved. Please see attached texts. The customer did not know how to close the case.

*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. ↩