Years ago, we bought a 7 foot pool table from the Billiard Factory in Houston. We went back in 2003 to order a table topper. This is a piece of wood (cut into 3 sections, actually) that you put over the pool table which turns it into a dining table.
When I went in to order it, I took my original sales receipt, showing that we had a 7 foot pool table, and the sales rep even looked it up in the computer and saw our order. I also told her verbally that we had a 7 foot pool table. The sales rep told me that the table topper that would be made would hang over the edges by a few inches on each side. Makes sense, in order to hide the ball pockets. Fine, let's custom order it for $950. I felt great.
So, we do the paperwork, I pay by credit card and sign the paperwork which states we are ordering an "8 foot oak dining top". Sounds about right since it is a 7 foot pool table and she said it would hang over by a few inches on each side. I did not question it.
When we picked up the table two months later and got it home, the thing is 9 feet long, hangs WAY over the ends of our pool table and is too big for our room.
We returned to the store, told them of the problem, they looked it up in the computer and sure enough, they had ordered a table topper for an 8 foot pool table.
Initially, the sales rep told her manager (in front of us) it was completely her fault, that she had put in the order incorrectly. A week later, we get a call that since I signed the paperwork that stated "8 foot oak dining top", that there is nothing they can do. Let me correct that... They will take it back for a restocking fee of $200, then charge me another $950 to make a smaller table topper.
We made it known to them that we are good customers. We were planning on purchasing 4 barstools to the tune of $2,000 from them. After this incident, we bought the barstools elsewhere. And we are living with a gigantic table top where you cannot pass the potatoes across the table due to the width.
My beef is that when the paperwork says "8 foot oak dining top", to me that means an 8 foot oak dining top. If it had said "dining top for 8 foot pool table", certainly I would have corrected it right away. I do not sell pool tables for a living, so how am I to know that they mean something other than what is written on the order?
They have definitely lost us as a customer. Bad business.
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