Last September, after saving up for months and months - meticulously researching exactly what I wanted, I decided to splurge on new gear.
I bought from Ozone a turned down predator cue, McDermott stinger jump cue with a Samsora tip, as well as a shit ton of accessories (predator chalk, table holder, tip pick, etc.) I gave Ozone over 1300 dollars.
I was really happy with what I bought until I made a break with my McDermott cue. The Samsara tip flew off and almost hit my buddy right in the face, so I called Ozone about my problem, and was told to send the broken shaft in and they'll ship out a replacement.
I bought a box for the shaft, and used their label to ship it back to them. I even included the tip for reference so they knew which one to put back on there. I never requested a new shaft, only for the one I sent to have the tip placed back on. (I lived in an area where I didn't trust any local pool halls to do the maintenance for me.)
So it came back, turned down and with a broken Stinger tip.
If you remembered, like they didn't, I ordered a Samsara tip. And I definitely didn't order a shaft, specialized in breaking, to be turned down.
I called Ozone, again, and told them about everything and to wait until I move to do anything further because I knew they'd screw something up. (I didn't say that last part.)
After I moved, I talked to a nice, simple, lady on the phone about all of this for fifty minutes, she said she'll take care of me and everything will be fine. The next day her manager called and wanted to reconfirm everything with me.
"No problem, you'll get your cue tomorrow and we have your new address."
I didn't get it the next day. I just checked fedex and it's being shipped to my old address, despite me confirming my new address with two different people, and before getting off the phone, I even asked them to read my shipping address back to me.
I can't figure out why this is happening. Working in customer service before, I know to be very patient and understanding with people over the telephone. I was never rude or irate, and I made it very clear what my intention was in order to avoid these mistakes. I made sure to document everything, and yet this company still fails to deliver.
I wasn't being a dick... If they screwed up my predator order, I would have been, but this is just my breaking cue. I did ask for a discount or something, and was ignored.
That doesn't bother me though, since I have no intention of doing business there again.
TL;DR: If you have a complex order, I recommend to take your money elsewhere. I've talked to 6 different people at this company since September, and none of them can follow simple directions.
I bought from Ozone a turned down predator cue, McDermott stinger jump cue with a Samsora tip, as well as a shit ton of accessories (predator chalk, table holder, tip pick, etc.) I gave Ozone over 1300 dollars.
I was really happy with what I bought until I made a break with my McDermott cue. The Samsara tip flew off and almost hit my buddy right in the face, so I called Ozone about my problem, and was told to send the broken shaft in and they'll ship out a replacement.
I bought a box for the shaft, and used their label to ship it back to them. I even included the tip for reference so they knew which one to put back on there. I never requested a new shaft, only for the one I sent to have the tip placed back on. (I lived in an area where I didn't trust any local pool halls to do the maintenance for me.)
So it came back, turned down and with a broken Stinger tip.
If you remembered, like they didn't, I ordered a Samsara tip. And I definitely didn't order a shaft, specialized in breaking, to be turned down.
I called Ozone, again, and told them about everything and to wait until I move to do anything further because I knew they'd screw something up. (I didn't say that last part.)
After I moved, I talked to a nice, simple, lady on the phone about all of this for fifty minutes, she said she'll take care of me and everything will be fine. The next day her manager called and wanted to reconfirm everything with me.
"No problem, you'll get your cue tomorrow and we have your new address."
I didn't get it the next day. I just checked fedex and it's being shipped to my old address, despite me confirming my new address with two different people, and before getting off the phone, I even asked them to read my shipping address back to me.
I can't figure out why this is happening. Working in customer service before, I know to be very patient and understanding with people over the telephone. I was never rude or irate, and I made it very clear what my intention was in order to avoid these mistakes. I made sure to document everything, and yet this company still fails to deliver.
I wasn't being a dick... If they screwed up my predator order, I would have been, but this is just my breaking cue. I did ask for a discount or something, and was ignored.
That doesn't bother me though, since I have no intention of doing business there again.
TL;DR: If you have a complex order, I recommend to take your money elsewhere. I've talked to 6 different people at this company since September, and none of them can follow simple directions.
