01/03/2026
We recently had a problem with a customer who bought a 2-piece American cue from us in early December. The cue was originally for display and trying out—we had put a new acrylic break tip on it so people could test how it feels. We also sell tips and do repairs.
He tried it with a friend, loved it, and offered to buy it right there. Normally the tip is $30 and the labor to put it on is $25, but since Christmas was close, we gave him a deal and sold the whole cue for $80.
On January 3, 2026, he messaged us saying the tip fell off. We replied right away and told him to bring it back, we’d fix it for free. Acrylic tips can pop off sometimes—they’re hard and don’t hold chalk well, so they hit hard but can also come loose.
He brought the cue back but the tip was gone. He said he lost it. We told him without the old tip, he’d need to buy a new one for $30, but we wouldn’t charge for the work. He agreed and asked for a clear orange tip. We didn’t have it in stock, so it took about a week to finish. He picked it up on January 18.
Fast forward to February 24—we saw he left a 1-star review on Google. He put our full names and job titles in it. He said we ignored him, the tip kept falling off many times, and we charged him every time.
We reached out immediately. We don’t like our personal info being posted publicly. We offered to refund him—if the cue wasn’t other damaged—just to move on. We also asked him to remove our personal details and said we might take legal action if he didn’t.
The next day he brought the cue back. We checked it and found scratches, soil inside the joint, and a deep crack right in the centre joint. So we told him we couldn’t do the refund because of the joint damage. He got upset and walked off without taking the cue. We messaged him saying if he didn’t pick it up in three days, we’d have to throw it away.
Today, he left another 1-star review from a different Google account, telling the same story. This time at least he didn’t share our personal info.
We have photos, screenshots, and videos of everything.
We’ve been doing cue repairs and tip replacements for over 12 years. We can’t promise tips will never fall off, but if you bring it back within 30 days with the tip, we’ll fix it for free (parts not included). We stand by our work and always try to be fair.
