ComplaintsforMeucci Cues

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent my cue shaft in for repair under warranty on Feb 23, and have not received it back. Today is May 23. I have contacted them numerous times regarding this and have mostly been ignored. On the rare occasion that I have gotten a response, they have always been lies. I'm continually told that "it'll be ready by the end of the week" or "next week". I was told that it had to be rebuilt, but that the collar was on and almost done. Then I was told that it needed to be built from scratch. Then I was told that they put the wrong collar on and it needed to be changed. These emails were 5 weeks apart. Neither MEUCCI nor their sales vendor (BudgetCues) will give me a refund or a straight answer on the status of the repair. I'm nothing more than an annoyance to them. They don't care about honoring their warranty, or keeping return customers. Between the cue and the extension I purchased, the cost was over $1400, the shaft alone retails for $500. They got their money and I'm just left wondering if I'll ever get my shaft back. I even asked them to send me back the original shaft and I'd do the repair, but they never once acknowledged that request. It took 15 weeks for me to receive the cue after ordering, and it's been 13 weeks since I sent it in for repair. I ordered it in February of 2021. They've had it for almost as much time as I have. I've repeatedly asked for them to send me a shaft, either the one I sent in, or the one they claim to be building, or to give me my money back, and have been completely ignored.

  Customer response

  05/23/2022

  See Attachment/File: Attachments

  Customer response

  05/24/2022

  ***Document Attached***
  I have received a ***** tracking number from the company for an overnight shipment. It appears as though I'll have my shaft tomorrow. It's interesting that my shaft is now ready and on it's way just a couple of hours after the company received a complaint notice, while it has been in limbo for the last 3 months. How convenient for them. Either way I am glad to finally be getting it back. Thanks BBB, without your assistance, I might have been kept waiting indefinitely.
  See Attachment/File: Screenshot_20220524-142542-567.png

  Business response

  06/13/2022

  We are sorry that the customer feels that he was lied to during this process and that it took so long to get his cue back to him. We have problems with employee turnover and supply chain issues. The customer did receive the cue as it was shipped on 5/24/22.

  Customer response

  06/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response and confirm that I have received a new shaft. Interesting that for 13 weeks... nothing, yet once you stepped in, I had it in my hands in less than 48 hours. While I feel that I was given an inferior product at a premium cost and lost far more than I gained lk on, I wish to close the complaint. This whole experience has been more of a headache than it has been worth, but I did learn a lot and will not be doing business with them in the future. 
  
  Sincerely,
  
  *************************

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