Sawyer Twain

I never take the time to write reviews but purchasing a $7,000 pool table through Sawyer Twain was a total mistake. I paid a higher install fee due to living in a rural area which I expected. Several weeks without hearing anything I had to pay an additional $800 for the install. Several weeks later still haven't heard anything about installing or delivery. They are impossible to speak to someone in person and the sub contracters shipping and installing the table get zero info from Sawyer Twain. Don't be fooled into the nice website. Go elsewhere or local.

I purchased a Nixxon Billiards Kai Slate Grayson Gray pool table on 10/24. I was told it would ship within 5-6 days. This ended up shipping out on 11/8 was out for delivery on 11/13. Immediately the delivery driver was complaining regarding the weight and the condition of the pallets for the 2 pallets I was supposed to receive. The slate itself was covered in dirt and debris, and was damaged in every exposed spot due to not being packaged well. The delivery driver refused for me to get into his truck to take photos of the other pallet because he could not move it due to the condition of the boxes and the pallet and being unable to unload this. I contacted customer service regarding the condition and was told to refuse the pallet and they would get back to me by COB to let me know if another table was in stock and would send photos of this before shipping it out. Only, they did not call me back, and when I called they were rude to me and quite honestly made me just not want to do business with this company. I requested a refund and was not only denied that, I was denied the ability to escalate this to a manager, I was told Michael was the highest point of contact for me. The best part is they contacted me later and said they would offer me a refund only if I removed the negative reviews of my experience with the company and that they feel that what was pictured was minimal damage. This was a luxury purchase, I fully expected better service, as well as a better product but this company does not stand by their products, and I fully understand now why they have all of their disclaimers on their website, so that they can get away with this.

We are VERY happy with Sawyer Twain! Their customer service is excellent. Everyone we reached out to was quick to respond to all of our questions and concerns! We received our pool table and accessories sooner than we had even hoped, and everything set up beautifully with White Glove installation! Thank you so much for making your customers a top priority!

Great service. Ordered new felt, cushions, and full accessories. Showed up earlier than expected and installation was courteous and professional. Wifey did not like felt color and they were very helpful with the exchange (2020). Just bought more accessories and decided to leave a review. Will definitely use them again in the future

Bought two pool tables. Chris was great to work with. Will do business with them again in the future.

UPDATE (1/31/2023) - The owner of Sawyer Twain personally reached out to me, apologized for my experience and has made the situation right. Sawyer Twain unfortunate customer service. My pool table was to be "white gloved" installed Saturday morning and they notified me via email at 3:00 PM on Friday that there were imperfections to the wood. The options were to: 1. Continue with the install and pay for another repair install with new mfg. parts. 2. Wait on the new parts for a complete pool table install later. The problem is, I saw my email with very little time in the working day and I responded with specific questions about the situation and even asked that they call me back considering how little time we have. They responded to my email not answering all my questions (or acknowledging the questions) and they did not call me back. I then attempted to reply and call their office with no answer. The install ended up happening and then they ended up making me pay for the 2nd install of the repaired parts. This all could have been prevented if they simply called me instead of sending an email with so little time in the day with my install happening the very next morning. They refused to cover the install stating that they are "waiving as many of the fees as they can." The installer told me the total cost of his service which showed they only covered $50. For buying a $5K pool table, Sawyer Twain did not look out for me as their customer. When I finally spoke to someone on the call, they argued relentlessly with me giving several excuses which were: - "We email everything so it's documented" (ok, that's fine, but call me especially considering the circumstance) - "Our shipping disclosure says you shouldn't have accepted the shipment" (I didn't get the shipment, your white glove installer accepted) - "We don't have enough people to call everyone" (That's not my problem, I'm being forced to pay more because of your business practice and lack of customer service) Trying to be reasonable customer (which I didn't think I was, but realize there are 2 party's here) I even offered to pay half if they covered the other half and they STILL refused. Please, please, please, be aware of this company and their lack of service. "White glove" install is not really "white glove" install. You're probably going to get 1 pool table in your lifetime and it's a big purchase. Go with a company that doesn't treat you like this as a customer. UPDATE (1/31/2023) - The owner of Sawyer Twain personally reached out to me, apologized for my experience and has made the situation right.

I placed my order July 16, 2021. It is September 23rd and I am still without a table. I have bits and pieces sitting in my front room because 1. The slate was broken when arrived 2. The replacement slate was lost 3. The incorrect color siding was sent and now they have to wait for plank to "get back with them". 4. The dining top is still on backorder and has not arrived I have a housewarming in less than 2 weeks and the 1 thing I wanted ready was the table. I am very disappointed and I DO NOT recommend them. Not to mention, she became frustrated with me because I appeared frustrated. Well, of course I would be frustrated, I have every reason to be.

Ordered a pool table and faced multiple delays with no definitive answers. Customer support was very cordial and gave very nice but meaningless responses to my enquiries. Prior to ordering, I called for delivery schedules and selected a pool table they said would be delivered in late Feb and placed an order based on that response. Since then, various run arounds about COVID, etc, but not clear answer on when I can expect delivery.

We ordered a Black Friday pool table and they cancelled our order due to a website error. Our payment was already processed when they cancelled it. Don’t waste your time and energy. They are not willing to work with the customer and only in it for themself.

Provided top notch customer service and a great quality product. Would work with Chris and the team again. I have already reached out to them for another project.

I purchased one of their billiard tables with a removeable top that can be stored and absolutely love it. The rustic farmhouse design of the table compliments the rest of our home and goes perfectly with our taste. Chris was very helpful in answering any questions and resolving a small hiccup with the freight company who delivered the table . He was professional and very prompt to resolve the issue. Chris also recommend a terrific technician who came out the same evening the table was delivered and professionally installed it for us! Top notch all the way around . Excellent customer service and beautiful craftsmanship!

I hardly write online reviews unless the service and experience was really bad. In this case I made an exception. In all honesty, I was very skeptical at first ordering a big ticket item online. When you pay thousands for an item from a company you've never heard of before, it makes you nervous. I checked the BBB and there was one complaint but the issue was resolved. Other than that Sawyer Twain seems to be a legitimate business. I read all the reviews and most customers were very pleased so I took the leap of faith. As it turned out, Chris at Sawyer Twain was very helpful. He was very professional and kept me in the loop the entire process. Any questions or concerns he addressed promptly. It took one week from date of order to deliver the table and then 5 days later to install...very pleased with the turnaround time! Pool table was beautify with no damage when it arrived. Overall, great experience and product!