Phoenix billiard company, customer can’t meet in the middle

Phoenix billiard company, customer can’t meet in the middle

Member complaint

I purchased a pool table, accessories and a pingpong conversion top from Connelly Billiards of Phoenix. When the delivery came, the pingpong top wasn’t with it. They told me it was back ordered and it would arrive in March. In March, they told me the shipment had been damaged and I’d get it the next month. When that month passed, they said they accidentally delivered it to another customer. In late May, after not hearing anything from the store, I canceled the order and requested a refund. The company said they’d give me the refund, but after another month, I didn’t get it. They gave me a ton of excuses. Finally, I found out the company was sold sometime during all of this. The current owner says he has no record of this and offered to give me a pingpong top, but said a refund was out of the question. I want a $359 refund.

Sherry Kriegshauser, Scottsdale, Ariz.

Provider response

Connelly Billiards is under new ownership as of December 2013. The pingpong top the member purchased was with previous management. Unfortunately, the previous owners didn’t maintain accurate records, so I wasn’t able to locate any documents about the purchase and delivery. I told the member that we’d offer her a pingpong top from our inventory, but she became very upset and refused the offer, demanding her money back. I apologize for any inconvenience the member experienced, but in good faith we’ve tried to honor the commitment of the previous owners, even though we have no documentation. At this point the pingpong conversion top is no longer available. 
I feel that our responsibility to resolve this issue is no longer an option.

Heath Bell, owner



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