bad experience with platinum billiards

N

nick55

AzB Silver Member
Silver Member
on june 30 i ordered joe's racking secrets dvds with 2-3 day shipping. on july 9th i emailed the contact us page about not receiving the order with no response. On the 10th i called the 1 888 number with no answer and left a message, again no response. on the 11th i replied to the email that is sent out as an order confirmation as a last result though i figured this was an automatic process and probably wouldnt be an email to respond to. i never received an email or call from them about why the order was late or if it was even coming. maybe they knew it was almost there but i would have appreciated some response or explanation about why i paid for 2-3 day express shipping and didnt receive the package for 12 days. this is my first experience with this website but with all of the websites out there i will not be using this one again.

just thought i would let people know my experience if you have had good ones or are in some way affiliated with this company i mean no disrespect and i hope others have better experiences with them than i have.
 
Nick,

I am very sorry that you had a bad experience with us.

Your order was delayed due to the July 4th holiday as I was off from July 3rd to the 7th and then your order shipped on the 8th (all this would have been avoided if we had shipped it on July 1st or 2nd but unfortunately we were backed up with orders at the start of July and never got it out until after the holiday)

I have been behind on voicemails and emails and did not get around to responding to your call on the 10th or the email you sent on Friday the 11th. However I did see this post and wanted to respond here.

I apologize again for the fact the you had a bad experience and I understand your decision to not use our site again.

I would however like to say that I have just refunded your full purchase price including shipping of $40.32 and for you to please keep the items you received with my compliments.

Please let me know if I can do anything else for you.

Regards,

Shane Sinnott
www.platinumbilliards.com
 
shanesinnott said:
Nick,

I am very sorry that you had a bad experience with us.

Your order was delayed due to the July 4th holiday as I was off from July 3rd to the 7th and then your order shipped on the 8th (all this would have been avoided if we had shipped it on July 1st or 2nd but unfortunately we were backed up with orders at the start of July and never got it out until after the holiday)

I have been behind on voicemails and emails and did not get around to responding to your call on the 10th or the email you sent on Friday the 11th. However I did see this post and wanted to respond here.

I apologize again for the fact the you had a bad experience and I understand your decision to not use our site again.

I would however like to say that I have just refunded your full purchase price including shipping of $40.32 and for you to please keep the items you received with my compliments.

Please let me know if I can do anything else for you.

Regards,

Shane Sinnott
www.platinumbilliards.com
Click to expand...
Great response, and good gesture on refunding his money.
 
shanesinnott said:
Nick,

I am very sorry that you had a bad experience with us.

Your order was delayed due to the July 4th holiday as I was off from July 3rd to the 7th and then your order shipped on the 8th (all this would have been avoided if we had shipped it on July 1st or 2nd but unfortunately we were backed up with orders at the start of July and never got it out until after the holiday)

I have been behind on voicemails and emails and did not get around to responding to your call on the 10th or the email you sent on Friday the 11th. However I did see this post and wanted to respond here.

I apologize again for the fact the you had a bad experience and I understand your decision to not use our site again.

I would however like to say that I have just refunded your full purchase price including shipping of $40.32 and for you to please keep the items you received with my compliments.

Please let me know if I can do anything else for you.

Regards,

Shane Sinnott
www.platinumbilliards.com
Click to expand...
Good move Shane. It is nice to see someone own their mistakes and do the right thing for the customer.

On a lighter note. I can't believe you were able to read his post. He needs to work on puncuation and sentence structuring. :D I wonder if nick and travis are brothers.

BVal
 
Good Customer service and good character. Shane owned up to his mistakes, apologized, and made things right for the customer.
 
shanesinnott said:
Nick,

I am very sorry that you had a bad experience with us.

Your order was delayed due to the July 4th holiday as I was off from July 3rd to the 7th and then your order shipped on the 8th (all this would have been avoided if we had shipped it on July 1st or 2nd but unfortunately we were backed up with orders at the start of July and never got it out until after the holiday)

I have been behind on voicemails and emails and did not get around to responding to your call on the 10th or the email you sent on Friday the 11th. However I did see this post and wanted to respond here.

I apologize again for the fact the you had a bad experience and I understand your decision to not use our site again.

I would however like to say that I have just refunded your full purchase price including shipping of $40.32 and for you to please keep the items you received with my compliments.

Please let me know if I can do anything else for you.

Regards,

Shane Sinnott
www.platinumbilliards.com
Click to expand...

No excuses, and taking ownership.. Rep to you Shane...I will keep you in mind for my next billiard purchase..
 
Nice to see some business people know how to resolve issues.

someone link Varney to this thread.
 
shanesinnott said:
Nick,

I am very sorry that you had a bad experience with us.

Your order was delayed due to the July 4th holiday as I was off from July 3rd to the 7th and then your order shipped on the 8th (all this would have been avoided if we had shipped it on July 1st or 2nd but unfortunately we were backed up with orders at the start of July and never got it out until after the holiday)

I have been behind on voicemails and emails and did not get around to responding to your call on the 10th or the email you sent on Friday the 11th. However I did see this post and wanted to respond here.

I apologize again for the fact the you had a bad experience and I understand your decision to not use our site again.

I would however like to say that I have just refunded your full purchase price including shipping of $40.32 and for you to please keep the items you received with my compliments.

Please let me know if I can do anything else for you.

Regards,

Shane Sinnott
www.platinumbilliards.com
Click to expand...

Rep to you Shane - post of the year IMO.
 
I applaud Shane and Platinum Billiards for making this right. But I don't see why a couple of posters had to take cheap shots at Nick. :rolleyes: He didn't do anything wrong, IMO. PB messed up and to their credit they did an excellent job fixing the problem just now. Why isn't that good enough. You have to push the customer into the mud now? Nice.
 
fair play to nick for being pissed off - understandable.

And fair play to Shane for rectifying the situation - nice one.

I've always had good service from platinum billiards whenever I've ordered from them for what it's worth - Shane's an ok guy!
 
Now that's customer service and way beyond. My next pool related gift will be bought there. I won't even shop for it elsewhere. Johnnyt
 
not sure exactly how i got "owned" but whatever... as you can all see shane wrote a response and refunded my money. he sent me the same response in an email and my reply was that i appreciated him taking the time to explain the situation and the refund was a good gesture however that wasnt what i was looking for in the first place. i didnt even know he was a member here. as i told shane his resolving the issue honestly and respectfully was enough to make me change my mind and i will gladly give platinum billiards another try for my next purchase and hopefully it will be as pleasant as everyone else's.

again thanks shane for making it right (the email and post was enough, the refund was a great gesture).

nick
 
nick55 said:
not sure exactly how i got "owned" but whatever... as you can all see shane wrote a response and refunded my money. he sent me the same response in an email and my reply was that i appreciated him taking the time to explain the situation and the refund was a good gesture however that wasnt what i was looking for in the first place. i didnt even know he was a member here. as i told shane his resolving the issue honestly and respectfully was enough to make me change my mind and i will gladly give platinum billiards another try for my next purchase and hopefully it will be as pleasant as everyone else's.

again thanks shane for making it right (the email and post was enough, the refund was a great gesture).

nick
Click to expand...

You didn't. You received substandard service, filed a complaint, situation rectified. The business owner saw it as an opportunity to show he's a standup guy. You got a remedy that's satisfactory to you. Nobody owned. Two good guys doing business. I like to see it. I'd like to see it more.

~rc
 
nick55 said:
not sure exactly how i got "owned" but whatever... as you can all see shane wrote a response and refunded my money. he sent me the same response in an email and my reply was that i appreciated him taking the time to explain the situation and the refund was a good gesture however that wasnt what i was looking for in the first place. i didnt even know he was a member here. as i told shane his resolving the issue honestly and respectfully was enough to make me change my mind and i will gladly give platinum billiards another try for my next purchase and hopefully it will be as pleasant as everyone else's.

again thanks shane for making it right (the email and post was enough, the refund was a great gesture).

nick
Click to expand...
Sorry Nick I didn't really mean that. I am just a bit cranky here at work. Been here for 12 hours, and counting....:angry:
 
shanesinnott said:
Nick,

I am very sorry that you had a bad experience with us.

Your order was delayed due to the July 4th holiday as I was off from July 3rd to the 7th and then your order shipped on the 8th (all this would have been avoided if we had shipped it on July 1st or 2nd but unfortunately we were backed up with orders at the start of July and never got it out until after the holiday)

I have been behind on voicemails and emails and did not get around to responding to your call on the 10th or the email you sent on Friday the 11th. However I did see this post and wanted to respond here.

I apologize again for the fact the you had a bad experience and I understand your decision to not use our site again.

I would however like to say that I have just refunded your full purchase price including shipping of $40.32 and for you to please keep the items you received with my compliments.

Please let me know if I can do anything else for you.

Regards,

Shane Sinnott
www.platinumbilliards.com
Click to expand...


BRILLIANT!!!!!!!!!!!!!how to turn 40 beans into 4 dimes.:yeah:
 
shanesinnott said:
Nick,

I am very sorry that you had a bad experience with us.

Your order was delayed due to the July 4th holiday as I was off from July 3rd to the 7th and then your order shipped on the 8th (all this would have been avoided if we had shipped it on July 1st or 2nd but unfortunately we were backed up with orders at the start of July and never got it out until after the holiday)

I have been behind on voicemails and emails and did not get around to responding to your call on the 10th or the email you sent on Friday the 11th. However I did see this post and wanted to respond here.

I apologize again for the fact the you had a bad experience and I understand your decision to not use our site again.

I would however like to say that I have just refunded your full purchase price including shipping of $40.32 and for you to please keep the items you received with my compliments.

Please let me know if I can do anything else for you.

Regards,

Shane Sinnott
www.platinumbilliards.com
Click to expand...

Hey Shane, how are ya buddy? :)

I too am going to be sending some well deserved rep points your way sir, I agree that this is how buisness should be done and I'm glad that everything has been sorted out quickly, respectly and honestly, hats off to you sir :)

Willie

P.S. When you next speak to Gareth, tell him that I'm coming down to Dublin to beat him at straight pool :) lol
 
A free lesson on how to handle your mistakes....copious notes should be taken for those with Customer service problems with AZ members.
 
hangemhigh said:
A free lesson on how to handle your mistakes....copious notes should be taken for those with Customer service problems with AZ members.
Click to expand...
Exactly...no foulmouthing your customer when there is a problem or want a refund of items they are unhappy with....
 
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