Ozone Billiards
Reviews and Complaints

Don't use this company! I've had better customer service at fast food restaurants. It took them 4 months to ship my table, and when it finally arrived, it was damaged. Me and the installers called and emailed them multiple times, but they never responded. I even paid extra to have the felt embroidered, but they didn't do it. Seriously, don't use this company!

I bought a cue on 9/14, and my order is still waiting to be fulfilled. I decided to buy this cue because the online reviews said that people really like it and that orders usually arrive quickly. But I'm writing this review because Ozone Billiards has really bad customer service. I've been trying to call them for three days in a row just to talk to someone about when my cue will arrive, but every time I call, I get sent to voicemail. All I want is a simple answer to my question, that's it. Their service is just not good.

This business is not ethical. I ordered something in November, but no one contacted me without me asking. It's now February and I still haven't received any updates unless I reached out to them. They've had my money since then. The last time I contacted them, they said two items had arrived on January 20th. However, nothing has been shipped to me yet. Their customer service is the worst I've ever dealt with. I'm waiting to see if they'll refund my money now that I've finally canceled. They never answer the phones and haven't responded to any of my emails this month. I'm not even sure if they're still in business, but they're definitely taking people's money.

Don't buy a table from here! We ordered our table on January 4th and they said it would be delivered on February 23rd. We didn't hear from them much after that, so I called about a week before the delivery date. It was clear that they hadn't really thought about my order since I placed it. They said everything was backordered. Then they said it would be back in stock at the end of March, but it would take another week or two to deliver and install. So now the new delivery date is April 8th! I'm pretty sure it will get pushed back even further. You can buy from them if you want, but I won't be going back. They can keep the $100 store credit they gave me for the "inconvenience". I would prefer if they just followed through with the deal we agreed on when I paid them.

This review is being submitted after 3 attempts at calling the company's customer service phone number, with no response after being asked to leave a voicemail. Also, I've sent emails with no response as well. I ordered items worth over $800 three weeks ago, but I only received the least valuable item from my purchase. I've visited their website multiple times to check the status of my order, but nothing has changed. With no response from anyone at the company and the transaction still on my statement without a refund, I feel like I've been stolen from. Everything about this company feels like a scam, and it's criminal at best. I've tried to be patient and reach out to Ozone Billiards, but I've had no success. I highly suggest everyone to avoid using this company. It's been a huge disappointment. If there was an issue within the company that caused delays, simply keeping in contact would have been fine and showed they care about their customers. But complete silence and avoidance is totally unacceptable.

I ordered and paid $4,000 for a custom built pool table from this company on 1/28/22 and it's now 3/11/22. We haven't received our order yet and we can't get any confirmation on when it'll be shipped, delivered, and set up. We've tried contacting them multiple times, but they hardly ever answer the phone and never return voicemail messages. We just want the table we paid for.

I placed an order with Ozone Billards for $3694.00 on 03/03/22. They said the order would be shipped in *** days. In the note section when I placed the order, I asked them to please call me as I had a question. However, I never received a call. I have also sent multiple emails, but haven't received any response. I have called them over 40 times this week, but they never answer. Last week, I managed to speak to *** once, and she said she would tell the manager to call me right away. However, he never did. I feel like I've been scammed and I will also contact PayPal.

I ordered stuff on December 8th. So far, I only got 1 out of the 5 things I ordered. I tried calling, emailing, and chatting with them online, but they haven't called me back. They also charged my credit card for everything, even though I didn't get all the stuff. They didn't give me any tracking info for the other 4 items, and I still haven't gotten them. I even said I'd pay extra for faster shipping, but they didn't say anything.

I placed my order on March 18th, and on March 23rd, I called to cancel. They assured me that I would receive my refund within 2 days. However, it is now the 31st, and I'm still getting the runaround. They keep saying they're short-staffed and that my order is being fulfilled. It has been in fulfillment since the 19th, and according to their website, it should have shipped within 2 to 3 business days. It should have shipped on the 23rd, but as of the 31st, it still shows as waiting for fulfillment. All I want is my refund of $270.50.

I bought a 400.00 pool cue and a case from Ozone Billiards. It took like a whole month for the cue to show up and the case I ordered never showed up. A month ago, I ordered a pool cue and a case from Ozone Billiards. It took a whopping 4 weeks to arrive and when I called the sales support, they said someone important would call me back. But guess what? No one ever did. Finally, when my order finally arrived, the case I ordered was nowhere to be found. Luckily, my cue arrived, which was the expensive part. I've read reviews about this company and it seems like this happens all the time. I'm so mad, I just want everyone to know that they should NEVER order from this company.

I ordered from Ozone Billiards Inc (http://www.ozonebilliards.com/) on 2-16-22, but my order (Order #***) still hasn't arrived as of 2-26-22. They contacted me on 2-22-22 and said that they don't have some of the items I ordered. We changed the order, and they promised to ship it by the end of the day on 2-23-22. The tracking information they provided shows that as of 2-26-22, only the label has been created. I emailed them to let them know that if I don't receive my items by the end of the day on Monday, 2-28-22, I will report them to PayPal and ask for a refund. There are many negative reviews about this company, including mine. It seems like they are running a scam. If they weren't, the purchasing process would be smoother like most other companies. The information here is all messed up and doesn't make any sense.

I ordered a poker table on April 13. They said it would come in the middle of May, but it didn't. I contacted them and they said it would ship before or on May 31. But that didn't happen either. I called them and they said it would ship out in the first week of June. I told them to cancel the order and give me my money back. The next day, June 4th, the person I talked to before called me and said they would ship it that day. They said I would get a tracking number that day or the next, but I still haven't received it. I also haven't gotten a call back when I tried calling them again. I think they're trying to cheat me and keep my refund.

I ordered the McDermott Cue in May (order number XXXXXX). I specifically asked for a 12.5 mm shaft and a custom leather wrap on the cue. They sent me an email saying they couldn't customize my cue, which was confusing because I wasn't sure if they could still fulfill my order. But then they emailed me back saying they could do it, so they shipped the cue to me.

I also ordered joint protectors along with the cue. I got my shipment from Ozone the following week on 5/18. However, the cue I received had the wrong shaft size, it was 12mm instead of 12.5mm, and it didn't screw together properly. I had to use a lot of force just to get it to somewhat join, which is not how a cue should work.

I asked for a RMA call tag, and they sent it to me on 5/19. I recorded a video showing the defective cue and put it back in the same packaging it came in. I sent it back to Ozone, and they received it on 5/21. But as of today, I still haven't received a refund. I've called them and talked to Nancy, and I even left a message. According to their own timeline, I should have gotten a refund by now. They haven't responded to my last message either.

I ordered on November 18th, 2 cues, a case, and some chalk. It was shipped on the 26th and I received it on the 28th. They forgot to include my case in the order. I was calm and understanding, so they sent it separately. I had requested the shaft to be turned down to ***mm on one stick and a tiger tip to be put on. These upgrades cost $45 in total. However, when I received the stick, the shaft was not turned down to ***mm, but more like ***mm. I let it slide.

When I played my first game with the cues, after just 5 hits, the tip flew off. I tried to contact them around December 20th, but it took me until the 3rd to finally reach them. I remained patient because of the holidays. I was still using the break cue when the tip also flew off. So, I called again and managed to speak to someone about returning the cues for a store credit. They received my sticks on November 6th, and I just received my refund today. However, the refund did not include the $45 for the upgrades. The person I spoke to said that custom work is non-refundable. I tried to explain that it was their fault for the incorrect and broken custom work, but he didn't want to hear it. I told him that if the sticks were correct and didn't break, I would have kept them. It was clearly their fault, as it states a 100% guarantee. So, with it being their fault, where is the rest of my money?!

I ordered a product from Ozone Billiards Inc and it turned out to be too small for my pool table. I tried to contact them multiple times but got no response. I even spoke to someone on the phone four days ago to explain that the size was incorrect, but they insisted I was wrong and told me to follow the instructions. However, the fabric I received was bunched up and there were no instructions or guide. They promised to email me a copy but I never received it. I sent them several emails and even a video showing the measurements wouldn't work, but still no response. I also called them three times and left two voicemails, but they never called back. This is really frustrating because we had a good experience with Ozone Billiards in the past. This order has been nothing but trouble. I just want someone to contact me and help resolve this issue.