The complaint has been investigated and
resolved to the customer's satisfactionResolved Pool Tables Direct — Terrible company
resolved to the customer's satisfaction
On 12 Sept 08, I purchased a pool table from Pool Tables Direct, an online seller of pool tables. The total purchase price was $2, 645.00. This included $299.00 for 'white glove delivery' (the table is delivered inside, uncrated, and all packing material is hauled away), and $349.00 for installation.
The table was delivered on 24 Sept 08. Although I paid for it to be uncrated and so on, the shippers merely dropped it off. On the 25th I contacted Pool Tables Direct to make arrangements for the installation and inquire about the uncrating. I was told by 'Jonathan' that I would be reimbursed $85.00 for the incomplete delivery and he would contact me with an installation date.
On 30 Sept 08, Jonathan told me that I would either have to pay one installer an additional $150.00 for him to install or $350.00 out of pocket for a different installer and he would reimburse the $350.00. Naturally I chose the latter.
Since I paid with a credit card I assumed the reimbursement would be in the form of a $434.00 credit to that card. On 10 Oct 08 I phoned and emailed Pool Tables Direct and received the following reply from Ellen Sarem 'We process refunds by check, that is, checks are sent out at the end of the month following the month you requested the credit. You should be mailed a check for a total of $434 at the end of October.'
When I did not receive the reimbursement by 14 Nov 08 I made more calls and emails. On 18 Nov 08 I received the following from Ellen Sarem 'I was told that the checks would be going out at the end of the month, unfortunately, it looks like not all of them made it out. I've asked about yours again, and was told that it would be sent out at the end of this month. I apologize for the inconvenience, if I could get you the refund personally, I would, but I cannot.'
I have since made several calls and emails with no response as of 18 Dec 08.