Warning: BilliardPlace.com

Craig........think about it!

manwon said:
Ray, if they do not return phone calls at a minimum their customer service skills are in the shitter. I am in the retail business, and I certainly understand that very very very rarely you will encounter a customer you can not please, in fact I have had only one in the last four years. However, with all the INTERNET companies popping up these problems have become very very common place. They have little on hand Merchandise, and their wholesalers ship directly to the customer. The biggest problem with doing business in this manner is the retailer is fully responsible for the entire transaction not the wholesaler. When a problem occurs, it takes twice as long for the customer to get the situation rectified, because the item is shipped to the retailer and then back to the wholesaler before something is done.

The INTERNET market today can be good or bad and research is a must, because buyers must beware!!!!!

Take Care Ray
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If someone bashes your company with so little info, wouldn't you hope people would reserve judgement until they got the facts straight?

I'm not defending billiardplace.com, I'm defending everyone that does business. Let's get all the info before we hang them!

Ray
 
The efficient way to fix the problem is for the retailer to ship a replacement along with a return tag to ship back the defective light.
 
Yes

Dartman said:
The efficient way to fix the problem is for the retailer to ship a replacement along with a return tag to ship back the defective light.
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It sounds like Steve wants his money back though.

Here's the return policy for defective items from their website. It sounds like they were even trying to make it right AFTER the 30 days, but Steve wanted it done his way.

Ray

Return Policy

If for some unfortunate reason you receive a defective unit, email us at info@billiard-place.com with the description of the problem. If the product is deemed defective, a customer service representative will provide you with the appropriate instructions in order for you to return the product. You will need the following information:

* Serial number of the defective product
* BilliardPlace Order Identification Number

BilliardPlace Online Store will replace any defective product returned to us within 30 days of the purchase date as quickly as possible, provided that you would like the item to be replaced as long as the item in question is still in its original condition. We do not accept returns for cues that were chalked. Custom made items and Customized items cannot be returned unless they were damaged while in transport. The replacement product will only be shipped upon the arrival of the defective unit.

Shipping costs for returned merchandise is the customers? responsibility. Credits and refunds to customer credit cards will only be applied upon receipt of returned items.

However, if you are returning it for any personal reason other than a defect or shipping damage, we will assess a 15% restocking fee and we will not be responsible for shipping charges. Custom made items and Customized items will not be accepted for a return for any reason other then damage while in transit or incorrect item received.
 
Dartman said:
The efficient way to fix the problem is for the retailer to ship a replacement along with a return tag to ship back the defective light.
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That is what I would do, but go to their website, and read their conditions, and you will quickly begin to see how this company does business, but not to worry they will not be around long!!!!!:wink:
 
Bigtruck said:
If someone bashes your company with so little info, wouldn't you hope people would reserve judgement until they got the facts straight?

I'm not defending billiardplace.com, I'm defending everyone that does business. Let's get all the info before we hang them!

Ray
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Now your starting to get it Ray, the best way to stop some one from bashing your company is to handle problems quickly for all concerned, and professionally. There is nothing more important that great customer service, because the only alternative without it, is a going out of business sale.

These people no matter if they are right or wrong here today have policies in place that plainly show how they do business. I also totally believe that no matter if Steve was right or partly wrong in his actions, if they did like he said and stopped communicating with him they are completely wrong.

What I have learned over the time I have been in business is that the customer must always be treated like they are important even if they are wrong. By this alone most situations can be resolved, without being escalated to this level of frustration.
 
I think the main point he has made is that they haven't returned any of the six phone calls that he has made about this issue. I don't know anyone that would just return a product without having spoken to an actual human instead of a human talking to a machine where you leave a message.

This was my issue with someone who I ordered from (to remain nameless). They didn't have what I ordered in stock which is fine. I emailed them back asking them that if they would have it in stock in a reasonable amount of time I would have no problems waiting. They didn't email me back for two weeks which resulted in them losing a customer because I simply thought they were ignoring my email.
 
manwon said:
Now your starting to get it Ray, the best way to stop some one from bashing your company is to handle problems quickly for all concerned, and professionally. There is nothing more important that great customer service, because the only alternative without it, is a going out of business sale.

These people no matter if they are right or wrong here today have policies in place that plainly show how they do business. I also totally believe that no matter if Steve was right or partly wrong in his actions, if they did like he said and stopped communicating with him they are completely wrong.

What I have learned over the time I have been in business is that the customer must always be treated like they are important even if they are wrong. By this alone most situations can be resolved, without being escalated to this level of frustration.
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And that is why I boosted cuesandstuff.com. They also didn't have what I wanted, but got back to me quickly (within the day), gave me other options/suggestions and a discount for not meeting my needs. When I didn't like their suggestions and ordered something else more expensive they gave me a much bigger discount (which they didn't have to do). There customer service is excellent.

The other company may be fine and I won't name them because it was a simple order issue. My problem was with customer service. It took em two weeks to get back to me when I was trying to work with them so they could keep my business.
 
gunzby said:
And that is why I boosted cuesandstuff.com. They also didn't have what I wanted, but got back to me quickly (within the day), gave me other options/suggestions and a discount for not meeting my needs. When I didn't like their suggestions and ordered something else more expensive they gave me a much bigger discount (which they didn't have to do). There customer service is excellent.

The other company may be fine and I won't name them because it was a simple order issue. My problem was with customer service. It took em two weeks to get back to me when I was trying to work with them so they could keep my business.
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I totally agree there is nothing more important than Customer Service, like some of the Cue Makers have found out right here on this forum.

I for one do not care how great the products are or what people promise if their Customer Service sucks I will not do any business with them.

Take Care
 
Well, before i am shipping anything back, i am gonna talk to someone! I dont think thats too much to ask! A lot of small companies operate from
p.o boxes and homes and drop ship their items from mnfr. Other then the obvious of getting all this info before you purchase, my next step is to talk to the seller. Are you gonna pay shipping, expensive on a item big as a light? Only to have it shipped right back to you? If they had the time to take the order they should have the time to tell you a solution to your problem.

We have said it a thousand times on here, A phone call is very important!!
 
Person

gunzby said:
I think the main point he has made is that they haven't returned any of the six phone calls that he has made about this issue. I don't know anyone that would just return a product without having spoken to an actual human instead of a human talking to a machine where you leave a message.

This was my issue with someone who I ordered from (to remain nameless). They
didn't have what I ordered in stock which is fine. I emailed them back asking them that if they would have it in stock in a reasonable amount of time I would have no problems waiting. They didn't email me back for two weeks which resulted in them losing a customer because I simply thought they were ignoring my email.
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Steve did talk to person. Marina. She probably told him exactly what he needed to do. Send the light back. We don't know. Steve never said what they said.

6 unanswered calls sounds like an exageration to me. Great dramatic value though.

Craig- what you're saying is, whatever the rules are for a company. If you don't like them. Go ahead and make a purchase and become a martyr for the cause to change their policies?

Steve says he wants his problem solved, but instead has chosen to try to make them change their policy to suit him. Maybe Marina was new and he should've asked to speak to a supervisor.

Bottom line. We don't have enough info to pass judgement on this situation.

Ray
 
Here we go.

Here's an E-mail that I sent to Billiardplace.com: Lets see what happens.

There has been a Man by the name Steve posting a negative experience with your company on the internet discussion board, AZBilliards Forums. He is giving limited information on the claim and we would like to invite you to give your side of the story.

Here's a link to the dispute :

http://forums.azbilliards.com/showthread.php?t=121915

Thanks in advance,

Ray Hansen
aka Bigtruck

254-379-2569

Below is the contact instructions from their website:

The best way to contact us is to email to our customer service reps using the form below:

Alternatively you can contact us between 10AM and 6PM EST during the weekdays by calling these numbers:
1 866 711 7665 Or (416)557 6772 Outside US and Canada 00 + 1 + 416 895 6772
 
Bigtruck said:
Here's an E-mail that I sent to Billiardplace.com: Lets see what happens.

There has been a Man by the name Steve posting a negative experience with your company on the internet discussion board, AZBilliards Forums. He is giving limited information on the claim and we would like to invite you to give your side of the story.

Here's a link to the dispute :

http://forums.azbilliards.com/showthread.php?t=121915

Thanks in advance,

Ray Hansen
aka Bigtruck

254-379-2569

Below is the contact instructions from their website:

The best way to contact us is to email to our customer service reps using the form below:

Alternatively you can contact us between 10AM and 6PM EST during the weekdays by calling these numbers:
1 866 711 7665 Or (416)557 6772 Outside US and Canada 00 + 1 + 416 895 6772
Click to expand...


Ray,
I appreciate your passion for this subject and thank you for elevating the issue in the community.

I would be happy to return the light AND I would consider paying part of the shipping and professional packaging to resolve this matter.

However, I'm certainly NOT going to ship something I've paid for to a company that HAS NOT returned my phone calls on this matter.

I know Marina's name because I always record the person's name taking my order (for the light). I also spent hundreds of dollars with BilliardPlace shortly after I purchased this light (hundreds).

Steve
 
Calls

Steve said:
Ray,
I appreciate your passion for this subject and thank you for elevating the issue in the community.

I would be happy to return the light AND I would consider paying part of the shipping and professional packaging to resolve this matter.

However, I'm certainly NOT going to ship something I've paid for to a company that HAS NOT returned my phone calls on this matter.

I know Marina's name because I always record the person's name taking my order (for the light). I also spent hundreds of dollars with BilliardPlace shortly after I purchased this light (hundreds).

Steve
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1.When did you make the first call? and did you call during business hours listed?

2. Did you send them an e-mail?

3.How long between the calls?

4. How long has this been going on?
 
manwon said:
That is what I would do, but go to their website, and read their conditions, and you will quickly begin to see how this company does business, but not to worry they will not be around long!!!!!:wink:
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I knew there was something about this outfit that rang a bell.
Sure enough-
In March '08 we filed a copyright infringement complaint against them with their web host.

But back to the issue - as it stands, the customer still has a claimed defective light.
It will be interesting to see how this gets resolved for OP.
 
Interesting

Dartman said:
I knew there was something about this outfit that rang a bell.
Sure enough-
In March '08 we filed a copyright infringement complaint against them with their web host.

But back to the issue - as it stands, the customer still has a claimed defective light.
It will be interesting to see how this gets resolved for OP.
Click to expand...

This thread gets more interesting by the minute!! LOL

So what happened Rick? Is it pending?

Ray
 
Bigtruck said:
This thread gets more interesting by the minute!! LOL
So what happened Rick? Is it pending?
Ray
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We filed the complaint with their web host on March 9.
They notified Billiard Place who apparently ignored the notice (see below).
We followed up on Mar 13 and the web host (AIT) took down their website immediately.
About a week later they were back up and had removed the material to which we claimed infringement.

From: Scott Gartland
Sent: Tuesday, March 13, 2007 10:20 AM
To: Kevin Foster; Daniel Kuster
Cc: Doriana Faris
Subject: FW: Alleged Copyright Infringement Notice

Gentlemen, in light of the below notice, and particularly that there has been no response to it,
please block or disable the billiardplace.com website today.

Thank you,
Scott Gartland
Assistant General Counsel
AIT, Inc.
 
manwon said:
In addition Ray here is their policies direct fromn their site:

In the event when an item is damaged while in transit, please contact us at an earliest convenience. If you noticed an excessive damage to the box or boxes in which the item / items were shipped and have a reasonable grounds to believe that the item / items inside might be damaged, please REFUSE the package and explain to the delivery person that the package appears to be damaged. Please contact us as soon as possible so we could address the issue in the timely manner but no longer then 10 days from the time you have received the package. Please note that all claims to the damaged items must be done within 10 days from the date the order was placed. Please note that if you have received a damaged product, do not use it in any way. If the product was being used and is claimed as damaged upon receipt, Billiard-Place.com will not be responsible for such damages and your claim for replacement or refund will be denied.

Reasonable!!

.
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How reasonable is that if they don't even get it to your address within the 10 days?
Someone said it took 4 weeks for their order. If that is so and if they found out it was broken or damaged they had already missed their damage claim window before they even received the product! Not to mention those two sentences contradict each other. One sentence says you have 10 days after you receive the item the other says you have 10 days after the order date. Maybe I'm missing something, is it 10 days after you order or 10 days after you get it?
 
I don't want to get into the middle of this, but I can wholeheartedly recommend an alternative lighting vendor: Greg at billiardswarehouse.com.

Greg recently worked with me on the initial purchase, offered to immediately send for a pickup when I got a box with the wrong shades and subsequently made a credit to my account since I decided to keep the slightly less expensive fixture.

All this was accomplished with excellent communication and no fuss or high drama.

Excellent customer service is not all that hard if you are committed to it.
 
fd_colorado said:
...Excellent customer service is not all that hard if you are committed to it.
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Touche!

Many .com billiard outfits give great service but none are perfect.
All that's asked is for customers to understand that we all make a mistake at times.
How those mistakes are handled is a true test of customer service.
 
fd_colorado said:
I don't want to get into the middle of this, but I can wholeheartedly recommend an alternative lighting vendor: Greg at billiardswarehouse.com.

Greg recently worked with me on the initial purchase, offered to immediately send for a pickup when I got a box with the wrong shades and subsequently made a credit to my account since I decided to keep the slightly less expensive fixture.

All this was accomplished with excellent communication and no fuss or high drama.

Excellent customer service is not all that hard if you are committed to it.
Click to expand...

I also have had only good experiences dealing with them, and like I have said throughout this thread is all about customer service, because I have also had to reurn an item that was defective.

The company has very very good customer service, and the transaction was handled very fast, and I never had a doubt I was being treated fairly.
 
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