ComplaintsforMonster Break Billiards
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Complaint Details
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Initial Complaint
08/15/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On 5/9/2023 I ordered a light from this company (order number *****). I received a reply on 5/16/2023 saying it would take 5-9 weeks, and was nonrefundable, as it was custom made. After 8 weeks (first week of July), I started asking for status. At first the company was responsive; their sub was on vacation, they will reach out, blah blah. On 8/4 they said the light would ship by 8/77; no e-mail confirmation of shipment by 8/7. Their last reply to me was on 8/9, when they said they will reach out to the sub again about shipping. I have messaged them twice, called twice, and left a message on their phone since then; zero response. I have asked repeatedly for a refund; zero response.Initial Complaint
04/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On April 11th 2023, I bought the ********* Wildfire cue case from Monster Break Billards for $131 dollars. I read in their bio that shipping delays occur but it has been a month with no sign of the case. Ive tried to contact the company Via email and over the phone. The times that Ive called the call connect then immediately hangs up (this has happend countless times). I have sent 2 email a week apart stating what I bought and my problem. Considering all the negligence from this company I would just like a refund.Business response
05/07/2023
Hi Better Business Bureau **************** Representative:
Order was placed on Thursday,April 9, 2023. The product was shipped on Tuesday, April 13, 2023, two business days after the order was placed, via ********************* (UPS). The item was delivered on Wednesday, April 19, 2023, after several attempts. Our customer service team spoke with the customer,and he confirmed receipt of the product.
Thank you.Initial Complaint
03/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I placed an order back in January, got the confirmation email, and my card was promptly charged; then nothing happened, no shipping updates, no estimated delivery window, no follow up. I called the customer service number and it goes straight to voice-mail, left several messages with no call back.Business response
04/03/2023
Hi BBB Representative,
We spoke to the customer and issued a full refund.The customer was very satisfied, apologized, and stated that he would remove the complaint and even add a positive review!
Thank you.
Customer response
04/04/2023
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 and the matter has been resolved.
Sincerely,
*******************
Initial Complaint
03/15/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a beautiful Dragon pool cue from Monster Billiards weeks ago. My order just says "Awaiting fulfillment" like many others. I paid $194.96 for the cue. Order number *****. I have emailed twice and called twice and left a voicemail and gotten no reply or information. I am starting to worry they just took my money. I need confirmation that either my item will ship or that I will get a refund.Customer response
03/15/2023
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 and the matter has been resolved.Immediately after filing the complaint, the business owner called me, apologized for delay, and gave me tracking information for my order. I see that I panicked when reading older, pandemic reviews, and I was just looking to protect my investment. But my beautiful item is on the way, and this small business owner is kind and is looking for a second chance, and to me he deserves it. I encourage ordering from them.
Sincerely,
***********************************
Initial Complaint
03/08/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Mar 7, ************************************************************************************************** Many of my accounts were hacked from email, social media and my card information. I tried to email them numerous times and called to have them cancel the order because it was not me. I received no response in either forms and reported the fraud to my credit card company. I am simply asking to have the order canceled and refunded.Business response
03/09/2023
Hi *********************************,
We spoke to the customer. The order was cancelled and refunded.
Thank you.
Initial Complaint
02/09/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On Jan. 23 I paid $138.95 USD ($192.26 CDN) to Monster Break Billiards (listed as *KASTLE VENTURES gosq.com NY* on my credit card statement) for a Montreal Canadiens Laser Etched pool cue. They promised a **** day lead time before shipping. That lead time has long passed. The company has not fulfilled the order and they are ignoring my requests for an update or my money back. I see that the company has numerous complaints about them on BBB. I wish I had checked them out in advance. Order # is *****.Business response
02/13/2023
Hi *******,
Your order shipped and is due to be delivered by 02/17/23.
Thank you.
Initial Complaint
06/30/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed this order 04-13-2022. They will not respond to communications or voice mails. I happen to get the guy on the phone once. Still no resolution. At this point I would like a full refund so I can make a purchase from another supplier. Any help resolving this matter will be greatly appreciated. Thanks! Note: My Credit Card number has changed. How to manage that in the event of a refund?Order #***** Order Date: Apr 13th 2022 Date Sent: Apr 13th 2022 @ 8:43 AM Order Total: $1,109.00 USD Your Order Contains:1 x Predator Black P3 Pool Cue with Wrap PREP3BW (Select Weight: 20 oz, Select Tip: Predator Victory ***** ************** on REVO ..., Select Shaft: Predator REVO Shaft 12.4mm-29in- Black Vault ...)Initial Complaint
06/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I paid $179.07 for a pool stick on March 4th. On March 10th, I called to check the status. They called me back a few days later and said the stick had not come from ***** yet. They said it should be here mid April. It is now June 22nd and I have called them 3 more times and no call back and no product. I need my money back ASAP.Initial Complaint
05/31/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed a order with monster billiards, after quite awhile my order showed up, but several things were missing, after checking email i see that i was refunded for 1 of the 3 missing items. So i contact company and after few days i recieve and unhelpful email and zero communication since. It wasnt for very much, not worth a the headache.Customer response
06/24/2022
Better Business Bureau:
At this time, I have not been contacted by Monster Break Billiards regarding complaint ID ********.
Sincerely,
***********************************Initial Complaint
12/06/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered a pool case (order #*****) from MonsterBreak Billiards on Nov 18, 2021. Product delivered in timely manner, but the product's color is not what I expected from their website picture. I'd like to return the product or exchange it for a different color.Their website guarantees ***** day returns on all products, however the only methods for returns is to speak with their customer service (phone# provided on website) or to fill out a general inquiry form on the website ("We're happy to answer questions or help you with returns. Please fill out the form below if you need assistance."). They also list their email *************************************************************** to email them directly. I have tried all three methods of contacting them, but they don't answer their phone and I've left messages, they haven't responded to my inquiry or direct emails. My account on their website shows that the order is still "awaiting fulfillment," however, I have received the product and was charged for the merchandise. I have attached a picture of the website order details.
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Customer Complaints Summary
17 total complaints in the last 3 years.
1 complaints closed in the last 12 months.