Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/22/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/23/23 - Placed order # ****** Various emails sent in regards to status. Pool table was installed end of Feb. Drawer was broken, reordered. Took over a month of back and forth to have reshipped. Installer canceled day of install "Due to traffic" after I already had taken off of work. Missed an entire day waiting. He never set another date and i reached out to him twice. I emailed and asked for refund and to have this drawer picked up off my porch. It is heavy package that has now been sitting in the elements. No response 4/1, 4/15, 4/10 & 4/19. I want a full refund for the drawer, and a return label and the item picked up from my porch. I paid for White ***** installation and my product is not installed. I want the refund for both. This company does not care about customers. The lack of communication throughout this entire process has been absolutely horrible.

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/20/2023 $3,559 Order # ****** Ordered ****** 8 ft pool table, installation and perfect drawer for storage.After installation, we noticed that the seems where the corners meet the longer pieces were not matching up properly. The installers came back and tried to adjust but in the process the corner pieces cracked. The installers worked with the company to get the cracked pieces reordered. Ozone ended up mailing them items that we did not need and pieces that were cracked. The installers tried asking the company for another set of parts that are not damaged but the company has ignored them. I then also tried to get a response from the company but we have not had anyone contact us. The installers have given up and do not want to work with them anymore. They said that the corner pieces should not have cracked that way and question the quality of the table. At this point I think I might have purchased an inferior quality table that is damaged and no one in the company is willing to help us.

  Business Response

  Date: 03/19/2024

  Our internal communications, unfortunately, do not indicate that the replacement parts where insufficient to correct the issues. We have replacement parts in stock and can have them shipped immediately to resolve this warranty. We have inspected the parts and can attest to the quality and accuracy. The ***************** has been in  our collection for over 8 years and has been a very succesful addition to hundreds of homes so we are sure that this can be resolved to the customers satisfaction. We can be contacted directly at ************ or ***************************************** in order to facilitate the scheduling of these reapirs. Our hours of operation are M-Sat - 10AM - 6PM EST and Sun 11AM - 6PM EST. 

• Initial Complaint

  Date:09/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered pool cue on sept 8 website said in stock ships in 2 to 3 days. Waited 3 days and called was told it war not in stock. Asked to cancel my order and they said ok. They had charged my card 475 dollars on sept 8 that was paid. Never got a refund on card. Called back on sep 21 and was told they were trying to cancel order with supplier. Put blame on supplier but they took my money not supplier. Was told again they would try to cancel with supplier. Just deflecting blame and not trying to refund my money

  Business Response

  Date: 09/21/2023

  Our inventory feeds are supplied directly from the manufacturer and unfortunately in this case the "in stock" was inaccurate. Once cancelation was requested it is procedure to ensure that the item has not been shipped prior to a refund being issued as this item ships directly from the manufacturer. We apologize that process took longer than expected. Full refund has been issued as of 9/21/2023 10:29AM to the original payment method.

  Customer Answer

  Date: 09/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/05/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged twice for an order I tried to place on April 4th, 2023 but it seems that my order was never even placed. My items included a players cue flirt series f2610, a pro series billiard gloves vapor cool edge grey large reversible, cue cube nickel silver, and predator chalk **** pure blue 5 piece. I was charged $203.17 twice for this order and it was never even placed. I will be disputing the charges but I want to still place my order. I will pay for what I ordered but I will not pay for something I wont ever receive.

  Business Response

  Date: 04/05/2023

  Customers card was declined by our credit card processor. Two authorization attempts failed unfortunately as indicated by the "pending" in the provided image. Customer has spoken to our customer service team and we have manually reversed both pending Authorizations and through typical timing with Credit Card issuers this should no longer be visible in 3 to 5 business days. There have been no charges to the customers card.

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 5th 2023 , I ordered a Cuetec AVID series "Sneak ****" with *****mm Shaft. Their website indicated 2-3 business day turn around so being a Sunday I gave it to Thursday to see tracking. I have called just about everyday since March 8th 2023 regarding this shipment. My money was taken from my account the day I placed the order .Since then I have been in contact with Ozone directly and Imperial *** who in this case is the distributor for Ozone Billards. I have talked to numerous people. All claiming that the other party will have it shipped ASAP. I called Ozone and their phone rings and rings and rings for two days now. I was told to contact days after making contact to confirm I see tracking. I received order confirmation requesting if I was happy with my shipment or had any issues. NO! I haven't even received it. This order was placed on 3/5/2023 and here we are at 3/202023 and i have NOTHING to show for it. Everytime I reach someone, they push the blame onto the distributor, the distributor pushes it back on Ozone sayign "Someone has to clear the shipment" Ozone says "The order was released and should ship ASAP. This is absolutely ridiculous for a $250 product I have absolutely nothing to show for it. I would like immediate resolution or someone to take ownership of this shipping issue and get me what I paid for. Since the 5th all their information on my order status says is "Awaiting Shipment".

  Business Response

  Date: 03/21/2023

  We are working dilligently to correct this issue and will have a resolution as soon as possible.

  Customer Answer

  Date: 03/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/20/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Ram Pub Table Set 3 Piece Black on 12-20-2021 & the online site showed that it was in stock for $720 with free shipping. Money cleared by bank on 12-23-2021. I kept watching for a tracking number & did not receive one. On 1-3-2022 received an email from Ozone advising that they were following up on the order that a placed wanting to know if I received my order. There was a link to click on if it was received but if I didn't receive it yet to wait ***** & then contact Ozone Billiards. On 1-5-2022 I contacted Ozone through ozonebilliards.com. They replied on 1-6-2022 advising that it was out of stock until February. I replied advising them that it shows in stock on their online site & I was still interested in receiving my order. They responded 1-7-22 that they would have their site updated & will email tracking details once the order has shipped. On 1-25-2022 received email advising that the set was currently in production & expected to be ready in March. I replied that I was still interested in receiving the set. I contacted them again 3-28-22 advising them that they said it should be sent in March and there was only couple days left & still have not received tracking number & that it has been over 3 months, it still showed in stock online, & that I wanted a manager to contact me. 4-7-2022 I received a response saying the Vender advised that it was on the water & should expect it 2 weeks. 4-26-22 sent email requiring my tracking number, still shows in stock on site, & that I have seen several complaints with your company (BBB). 4-27-22 received call from JT, apologized for delay, refunded $120 & said I should receive next week. 5-4-22 received the pub set, sent Cappuccino, one box was torn open, so I looked at it, the stool had a brace that was completely broke in half and discolored on chair back. Called the number that JT called from left message & also sent two different emails on 5-4-22 advising of this and still have not heard from them.

  Business Response

  Date: 05/23/2022

  HI *****,

   

  I do apologize that after the extremely long wait you were shipped the wrong color set. I have already started the process for return on the product at no expense on your end. As well as, refunded the remaining balance on your order to your card that was used on this order. An email was sent to you a few moments ago confirming this.  Once I have the call tag from the mfr. I will notify you via email. 

  Customer Answer

  Date: 05/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************