Complaints

• Initial Complaint

  09/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #XXXXXX for a 9' Brunswick Black Wolf Pro pool table was placed mid-January with an expected delivery of 4 - 5 weeks. The first email alerted me that the delivery has been postponed to 2 months or delivery in mid-March. When mid-March came, I got another email indicating due to delays on material that my delivery has been postponed again and will be delivered by April. The same thing happened again in April, May, June, July, August and now it is September. I've emailed and called several times and they keep promising me that my table will be delivered in the next 2 weeks. I've called Brunswick and asked what the lead time is for the table I ordered and they say about 3 months, then I inquired about my order and they recognize that it has been placed, but when they transfer me to the account manger, I get sent to voicemail with no response. I have told Game Room Shop that I am considering canceling my order and they said they would charge me 3% for cancelation. In reality, I figure they owe me money since I paid up front and with the inflation since I placed the order. All in all, I want a guaranteed delivery date and if that is not acceptable, I would like to cancel my order with no penalty. Thank You, Brian ******

  Business response

  11/16/2022

  Business Response /* (1000, 5, 2022/09/15) */ I truly understand how frustrating these pushbacks are. Please keep in mind, we are simply the retailer & dropship these pool tables from Brunswick Billiards. All orders ship FIFO (first in, first out). While your order just missed the cut on the last part delivery, we confirmed your table will ship once the next part delivery arrives & clears a quality check. We are always transparent & relay the most accurate information our suppliers' have at the time. As we stress on our product pages & order confirmations: all lead times are estimates & subject to change. The supply chain for some brands is still a mess. While we are unable to give you a guaranteed ship date at this point, I can say that no retailer will care more about your order than us and it will ship as soon as physically possible. We proactively ask for updates behind the scenes so our customers stay on top of mind. I see our team has reached out to Brunswick over 100 times since January. We've been working with Brunswick for years. They have always fulfilled every order but recently some models are taking longer than expected. The good news is you're next in line for the Black Wolf Pro. You have the right to cancel or switch to another table but I personally suggest waiting a bit longer to get what you really want. Canceling will start over the clock in most cases. Still, we're happy to help in any case. Please send us an email (*******@gameroomshop.com) when you're ready to discuss next steps. Thanks, Game Room Shop Consumer Response /* (3000, 12, 2022/09/27) */ After the complaint was filed, the owner did call me and after a long conversation he assured me, again, that my table would be delivered by late September, but it is 10:02 pm central time 9/27 and still no word on my table. Business Response /* (4000, 14, 2022/09/29) */ Brunswick managed to stay on track with their ship estimate of late September. Here is their latest update as of today (9/29): "Shipped 9/26, delivered to installer 9/28, following up with installer today to ensure they have everything they need to be able to contact customer to setup install appt" Once available, tracking information will be relayed via email. Consumer Response /* (4200, 16, 2022/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not be satisfied until I see a tracking number for shipment of the table to my residence. I have been provided similar comments before, but the company has yet to follow through with any of their proposed delivery timelines. Business Response /* (4000, 18, 2022/09/30) */ We relay all estimated dates from Brunswick. The latest proposed ship date was on time. Tracking information was sent via email. I have included here as well: https://tools.daytonfreight.com/tracking/detail/640321329 This confirms the table was successfully delivered to your installer. They should reach out shortly to schedule final delivery to your home. We have requested Brunswick to help expedite, if possible. Consumer Response /* (4200, 20, 2022/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Will wait until installer contacts me for delivery. Business Response /* (4000, 22, 2022/10/06) */ Sounds good. We've requested Brunswick to help expedite installer outreach in an attempt to speed up the process. Consumer Response /* (4200, 24, 2022/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still waiting for the installer to contact me, 6:30 pm 10/11. Business Response /* (4000, 26, 2022/10/13) */ The installer has been in contact with Brunswick to finalize details. This should now be ready to schedule delivery & installation to your home. Your local installer is Family Leisure Kansas City, located in Olathe. They can be reached at (XXX) XXX-XXXX. You may give them a call to expedite the process. They should be able to pull up the order by your name. If you need anything else, please let me know how we can help. Consumer Response /* (4200, 28, 2022/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Called Family Leisure and they said that they will only deal with individuals that buy directly from Brunswick, so they were not able to help me. Said Game Room Shop will have to call. Business Response /* (4000, 30, 2022/10/18) */ Brunswick reached out to the installer again this morning and noted the follow up as high priority. Game Room Shop will reach out to Family Leisure tomorrow morning if there is still no update by then. SMS communication attached. (10/18. 10:06 AM EDT) Consumer Response /* (4200, 32, 2022/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Installation has been scheduled for 10/31, after that is complete I'll close this out. Business Response /* (4000, 34, 2022/10/24) */ Sounds great. If there is anything else we can do to help, please let us know via email. Thanks. Consumer Response /* (3000, 41, 2022/11/01) */ Family Leisure came to install the table, there were some issue that came from this: first they brought the wrong felt so it was decided that the install would drive half way to the store, while someone from the store would drive the other half. Because of traffic issues this actually took about 2 hours. The installers began to work on finishing the table and about 6:30 the installer said he was done. We went through a very quick inspection with the understanding that any issue I found would be taken care of, so I signed off the installation. Briefly after the installers leaving, I went back and looked at the table and found multiple issues like the corner caps did not cover the corner aprons, missing and loose bolts and the decals were not installed. Latter I noticed that there was a crease in the felt in one of the side pockets that interfered will ball travel in addition to wrinkles in the felt of the cushions. I have contacted both Family Leisure, the installer, and Game Room Shop, whom I purchased the table from, for corrective action. Now waiting on response, 10:00Pm 11/01/22. Business Response /* (4000, 43, 2022/11/03) */ Sorry to hear about the issue with Brunswick's installer. We followed up with Brunswick and just received the response: "Our service team is already aware and they are working with the installer on getting these issues resolved." Consumer Response /* (2000, 45, 2022/11/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) The installer came back out and corrected all but one issue. Remaining issue is a crease in the felt in the middle of a side pocket. We were able to work out some of it, but agreed to see how the felt will settle out over time.

*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. ↩