Championship, LLC Championship Billiard Fabrics Unprofessional, Decietful, Extremely Rude and Poor Customer Service Lincolnwood, Illinois

I am in the industry of building billiard tables and have been so far at least seventeen years. I've been using Championship, LLC to purchase my felt for two years now. I called first thing Monday morning and spoke with a customer service representative. I asked the gentlemen about pricing and asked when does payment for the two sets of fabric felt get debited from my account. The reason I asked this question cause the funds weren't currently available that day. The rep responded that the account would be debited the day that the materials were shipped. I went on to ask how far out are they on shipping and then the service rep explained to me that it would be between Tuesday and Thursday. I then responded that I would call back after I spoke with my customer. That was the extent of the conversation with the first customer service rep. After calling the customer who was ok with the time frame of the fabric arriving, I then called Championship, LLC back the same day and spoke with a different customer service rep. I confirmed with the second rep about what I was told from the first rep about the date of shipping and asked him as well about when the funds would be debited from my account. He also stated funds come out the day that the product is shipped. Having all the information that I needed, I went on and placed my order. I made it very clear and repeated it over and over again that I don't want it shipped until Thursday because my deposits wouldn't be posted until Wednesday night at midnight. He reassured me with the uppermost confidence that it wouldn't be a problem at all. After receiving all my information to place my order, I once again reinstated how important that it was for the product not to be shipped until Thursday and once again he gave me the uppermost confidence that it wouldn't. Upon arriving home from work on Wednesday afternoon, I checked my online banking and the amount of the fabric had already been deducted which I made abundantly clear that it was not to ship and be charged until Thursday. With these funds coming out without my knowledge, I had made three small transactions which would of cleared if what I requested by the customer service rep about the fabric not shipping and billed until the following day happened. My bank charged me $35 per transaction where funds weren't available for the three small transactions which once again wouldn't have occurred if Championship,LLC would have done what we discussed. First thing Thursday morning I called because it was already too late to get a hold of a customer service rep Wednesday night. I spoke with the second rep which I had placed the order with and he clearly remembered me and the entire conversation which we had. He was very shocked with what had occurred and he stated, "Joe,you made it very clear that you DIDN'T want your order shipped till Thursday. I noted your file that the fabrics were not to be shipped till Thursday. Joe I am so sorry and don't know what to do here. I am going to speak to my supervisor Scott and am going to tell him about our conversation which we had and how clear you made it that you didn't want it shipped till Thursday. I will have him call you today and I hope this all works out for you and I apologize."

Later on that day, Scott had given me a call and was extremely rude right from the start of our conversation unlike the customer service rep who was very polite and apologetic. The conversation started with Scott placing the blame and mishap on myself by stating,"Joe, you should use this as a learning experience and only speak to one rep about an order instead of three." I couldn't believe what he was saying and I explained to him that I only placed the order with the second rep, got information only about the ordering process and shipping with the first rep, and now I'm speaking to you who is the third person for the first time only because of the what had occurred. Scott stated, "that the mix up happened cause you had ordered with two different reps and the order was shipped early because the first rep Bill, had already placed the order and his notes didn't say anything about a specific shipping date." I told Scott that I never placed an order with anyone other then the second rep whose name was Lynn. The first rep I spoke with was only to obtain information. Scott replied, " Let me get with both reps, Bill and Lynn who I will speak with and I will call you back before I leave for the day." I received a call from Scott again about the situation and he replied " Joe, I spoke with both Bill and Lynn and we both need to use this as a learning experience. This will help us communicate better and it shows that you need to speak to the same person when placing orders. Unfortunately, there's nothing I can do for you after hearing everything from both Bill and Lynn." I said to Scott that I placed my order only with one rep whose name was Lynn. When i spoke to Lynn this morning, he remembered our whole conversation and told me that I made it very clear not to ship till Thursday so can you please get with Lynn again have him tell you the conversation which we had? Scott replied " I already have and he explained to me all about the conversation which ya'll had, however I also spoke with Bill and he told me that at the end of your conversation with him that he was going to send the order through and that you had said ok and that was the end of the conversation.I don't think we should be held responsible for your ordering through two people instead of one". I asked Scott why would I ask Bill about when would you guys charge my account if I had the funds available then? I also asked him why would I have ordered the same product, the same day through Lynn If I already placed the order through Bill? Scott replied "Joe I don't know but here is what I can do for you. I will refund one of the three over draft fees of $35.00 as well as give you a discount on the shipping of your next order." I told him you are being very unprofessional, unreasonable, as well as rude about the whole situation and the way you are talking to me. I also explained how I lost over a $100.00 due to your companys error and you only want to refund $35.00? That is when Scott told me that he would talk with Bill again and call me back in the morning due to how late it was.

Friday, I waited for Scotts call which I never received, so I called and asked to speak to him around noon when I returned home from work and he explained that he hasn't spoke with Bill again and that he was very busy, acting as if my problem didn't mean anything to him. He then went on to explain that he will call me back again before the days over. I called back at 4:30 p.m. cause I was unaware of the time which the company closed. I couldn't get a hold of him on the phone and left a voice mail for him to please return my call. He finally called back at 5:30p.m, which is far from the time he told me the night before that he would return my call early that morning and acting once again as if my problem was very unimportant to him. Scott said "I spoke with Bill and thought about what you said about ordering the same product twice and it makes sense. So here's what I'm going to do for you. I spoke with the owner of the company whose name is Fred, and I'm actually going to give you back more then he wanted me to. What I'm going to do when you place your next order is give you the bed felt for free." I was extremely upset and aggravated cause this doesn't even make up for half of the amount which was over drafted to my account due to the error of Championship,LLC. I also told Scott you have to be kidding me! What good is that going to do me now? It could be six months before I need felt again and who says I'm going to order from you again due to this incident? He stated " Well Joe, that's up to you but that's all I can do." I told him if that's all that can be done that I will take the offer for the $35.00 and the discounted shipping that he offered me the evening before. He replied " Your not getting any money and the felt that I'm offering is worth more then the $35.00." I said that your telling me that you won't honor what you had offered the night before? With the bind that you put me in with my bank and the overdraft fees, the felt is not going to do me any good right now. I asked him again about just giving me back the $35.00 which HE had offered. He replied very rudely " That right there what you just told me, tells me that you are just trying to get money out of us because I offered what I think to be a better deal!" I said that if its such a better deal, why are you arguing with me about taking the lesser of the two? I already told him three times that the felt isn't helping my current situation of being over drafted $105.00 due to your company's error! I asked him for his supervisors name and number and he said  " You are waisting your time trying to talk to him! I've already spoke with him and I guarantee you that he will offer you less than what I have, if he offers you anything at all!" I told him that I didn't care and that I want his name and number because the owner of this company needs to know how poorly he handled this situation with myself, being a small business owner and a repeat customer for two years. I also want Fred, the owner of the company, to know that you had made me one offer and wouldn't honor it the next day and would like to talk to Fred. Scott replied " I have other calls to take and Fred is on vacation so I will have him call you when he gets back but I don't know when that is." Scott then hung up the phone and left me unsatisfied,problem still UNRESOLVED, and feeling a non important customer! I have probably placed over 50 orders with this company and this is how I get treated after they were the ones who had made the mistake?

About the reps that I spoke with: Bill, the first person I talked to I don't remember him because he never gave me his name or got my information.  I just called and got him as a sales rep and he gave me information.  Lynn, the second person, is an honest, genuine, very understanding, and friendly man that tremendously helped me out! Scott, the third person, was VERY rude from the start, unreliable on calling me back in a timely manner, and got NOTHING resolved! Fred, the owner, I am yet to talk to him but according to Scott, he will not do anything for the troubles and my bank account which was caused by them!  I WILL NEVER USE THIS COMPANY AGAIN AND I STRONGLY RECOMMEND THAT OTHER SMALL BUSINESS OWNERS LIKE MYSELF BEWARE!!  I NEVER HAD A PROBLEM WITH THEM BEFORE BUT IF YOU DO AS YOU CAN SEE FOR YOURSELF HOW MUCH THEY "CARE" ABOUT THE SMALLER ORDERS!