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Old 05-16-2017, 01:38 AM   #1
dpain
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BBO poker table review/issues

We'll just start with TL;DR

Just purchased a BBO poker table and figured I would do an in depth review as well as point out some issues I've had and the poor customer service I've experienced so far.

I moved into a new house in December and have a basement that is going to be set up as man cave so I immediately thought of a card table to get a regular home game going. I did quite a bit of research and reached out via chat to ask the BBO team some specifics on their tables. I got the specs on the X2 mini and settled on that being the perfect size table for a home game with 6-8 people as it gave us enough room but wasn't so big that you had to stand up to scoop a pot if the person was on the other end of the table.

I decided to go with the standard black arm rest as I had read somewhere that it was actually pretty good quality. From there it came to the playing surface. The one thing I knew was that I wanted a betting line and after some thought I decided not to do a custom logo but rather just have one solid color with a white betting line. This is an option under their "template" options for this combination. I reached out to the customer service team (via chat) and inquired about what colors were available as I wanted a navy blue color with a white betting line. The reason I wanted to know what color options were available was because on the site the template option with any color/betting line color shows color options but did not show the navy blue color I wanted but rather a royal blue color which I did not want. The rep told me they did not provide samples or would not send proofs because the "template" playing surface option was not considered a custom graphic (i'll get into this more later). She did say that I could just put a note on the order stating what color I wanted and they would do their best to match it. I tried to do it one better by sending a screen shot of a table from an EPT event that I liked. From there I proceeded with the order and paid for the table. $1599 + $199 for the template playing surface option. That order was placed on April 6th.

At this point I am expecting that the table with arrive somewhere within 5-8 days based on what their site says. According to the site standard tables ship within 2-5 days. If "some" customization is needed they say to add a "few" extra days. So here goes a week, then two, then three. Finally I call and they say the table has shipped and they give me the tracking number. The table finally arrives on May 3rd from the freight company. This obviously pissed me off as the only type of table that takes this long according to them is a customized graphic BUT my "template" did not qualify according to customer service and because of this they didn't have a designer send me proofs to verify color, betting line size etc.

Low and behold we open up the table (packaged very well and table was undamaged during shipping) and the color is not what I was expecting. My first thought was I didn't like it as I was expecting a more navy color but decided I could live with it. The playing surface was covered in some cardboard box and shavings and some standard debris you would expect pulling something out of a well packaged box but no tears or chips on any of the wood or playing surface. We sign for the table from the freight company and a buddy and myself take the table to the basement piece by piece.

The setup went very smoothly and as far as the actual quality of the table I was very impressed. The table was sturdy and well designed. Upon getting the legs mounted to the table I was getting really excited for the overall purchase. The X2 mini comes with a black gloss dinning top and this looked great as well. Outside of the color being a little off I thought it was one of the better purchases I had made UNTIL I decided to bust out the lint roller to clean that cardboard debris of the playing surface. The lint roller did the trick until we notices a vague, but large streak going across the table. At first I assumed it was just dust or dirt from being packaged so I grabbed a damp wash cloth and tried to wipe it down to remove the streak. This did not remove the streak and it quickly became apparent that this was something that was permanently on the table. I was going out of town the following day for work but decided I would write an email and send photos of the issue to BBO to see if they had any solution or ideas on how to get the streak out as I didn't want to use any type of soap that might do more harm than good. I got the email to them on Friday I believe (it was through their site) and I included pictures to show the issue I was talking about.

I went through the weekend with no response which I didn't think was any big deal since they are closed on the weekend. Then we get to Tuesday and nothing so while Im at work I send them a message via chat and the rep says she sees the email and will escalate it to the manager and I will receive a call by the end of the day. No call and nothing on Wednesday. On Thursday I decide to call in and I get through to Dave who is the operations manager but is just handling over flow and doesn't cover these types of issues. He assures me that its been passed to the right team and I will get a call by the end of the day. No call. Friday I call back and I get Dave again. He doesn't know why no one called and he apologizes. there isn't really much they can do about the streak so he proposes two options. He can give me a credit (didn't say how much) or he can mail me out another playing surface. I didn't really know what to say to that because either way I paid $1599 for a table with a messed up playing surface OR I paid $1799 for a table that I will have to re-felt myself. I tell him I will need to put some thought into what I want to do over the weekend. He tells me I can call back on Monday and let him know. I do some thinking over the weekend and it starts to bug me that I'm in this spot after a substantial amount of money spent. They say that they will take a return on the site within 30 days of delivery but that the customer is responsible for the cost of shipping and I'm assuming the freight delivery is going to be substantial and that I might be out the cost of a credit or refund that he proposed anyway. I called Dave to see if there was any other options like shipping out a new table or having someone re-felt this one. They tell me Dave is there but he has stepped into the warehouse. They assure me that they will have him call me before the end of the day today. Once again, no call. At this point the issue has still yet to be resolved.

From the standpoint of table construction and quality (outside of the playing surface) I would say that the tables are very well build and would be a solid fixture that would hold up to some very heavy use.

Overall I would not be able to recommend BBO poker tables to anyone from a customer service standpoint. I have almost not faith that a warranty issue within their 1-year warranty time frame would be addressed in a timely manner.

I have included a couple of photos of the table with the second one zoomed in to show the vague streak.



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Old 05-16-2017, 08:16 PM   #2
BigBlue56
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Re: BBO poker table review/issues

Very sorry to hear that.

Not much makes me angry than empty promises. A close second is the runaround you got over "non-custom can't send a proof" vs "custom long delivery time".

They certainly have the word out in at least a couple of places I frequent (here and podcasts). Am I correct that they also advertise here? Hopefully they will also provide their side of the story here, and people can feel better when a bad situation gets resolved to your satisfaction.

Not sure when (if ever) I'll be in that market, but it's good to hear about the construction. I'm glad to know that there are potential issues, as it sucks to make preventable mistakes. Perhaps you saved someone from running into the same problem, by letting them know here. Thank you.
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Old 05-16-2017, 11:25 PM   #3
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Re: BBO poker table review/issues

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Originally Posted by BigBlue56 View Post
Very sorry to hear that.

Not much makes me angry than empty promises. A close second is the runaround you got over "non-custom can't send a proof" vs "custom long delivery time".

They certainly have the word out in at least a couple of places I frequent (here and podcasts). Am I correct that they also advertise here? Hopefully they will also provide their side of the story here, and people can feel better when a bad situation gets resolved to your satisfaction.

Not sure when (if ever) I'll be in that market, but it's good to hear about the construction. I'm glad to know that there are potential issues, as it sucks to make preventable mistakes. Perhaps you saved someone from running into the same problem, by letting them know here. Thank you.
Yeah if it wasn't for the unresolved issue with the felt (still haven't called me back) I would probably even recommend these guys based on the rest of the quality of the table but overall so far I have a pretty negative opinion of them.

They were the only name that came to mind when I knew I wanted a table and they have done a good job with marketing in that regard. If they could just improve on customer service they would probably have a pretty good thing going.
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Old 05-17-2017, 03:51 PM   #4
mariettabull
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Re: BBO poker table review/issues

That's disappointing to hear given that they just bought the company I would have looked at getting a new table from instead of them.
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Old 05-17-2017, 08:18 PM   #5
dpain
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Re: BBO poker table review/issues

Called again today and asked to speak to a customer service manager. Response was, "We really don't have one, its been a revolving door for that manager." lol. Not a good sign. Issue still not resolved.
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Old 05-18-2017, 06:34 AM   #6
RichGangi
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Re: BBO poker table review/issues

Someone from BBO used to be fairly active here. Interested in what they have to say....
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Old 05-18-2017, 09:49 AM   #7
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Re: BBO poker table review/issues

Not that it helps the OP now, but I have a few friends that have bought from Chanman Poker Tables before. I think he's a member here as well.

I've never bought a table from him, but I've played on his tables, and they are phenomenal. Plus, those who have purchased from him say he is a standup guy who works tirelessly to keep his customers happy.
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Old 05-19-2017, 10:58 PM   #8
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Re: BBO poker table review/issues

The streak was readily apparent from the first photo. That table should have never shipped in that condition. Any sort of attention to quality would have caught the defect before to cloth was even attached.

You paid top dollar for this table, and I would be very unhappy with their lack of response. If they want to do any damage control of their reputation here, they will reach out quickly and do what it takes to make you happy.

It's ridiculous that they expect you to ship it back at your expense when this was totally under their control.
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Old 05-20-2017, 12:35 AM   #9
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Re: BBO poker table review/issues

Assuming you paid with a credit card or something similar, it might be best just to dispute the charge. I have no doubt you will get a callback really fast once the payment is under dispute.
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Old 05-20-2017, 09:49 AM   #10
dpain
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Re: BBO poker table review/issues

Never actually received a call but just had to keep calling myself. They said sorry for no call back but the two options that were already presented still stood as the only two options. He then went to tell me that he had seen the pictures and he actually wasn't sure what I was talking about and that he thought it was just "lens flare" on the picture but they would "take my word for it". I asked if they had any level of quality control and they said they have the best guys in the business. Apparently not.

They said no in regards to sending out a new table all together. So after expressing that I wasn't happy I opted for them to send out a new felt surface and I would try to do it myself. He then began to tell me he how easy it was to do it and I just responded by tell him that is what I had paid them for.
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Old 05-20-2017, 12:25 PM   #11
ChanmanPoker
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Re: BBO poker table review/issues

Installing a felt isn't very difficult, but it's not a "no brainer" either especially when there's a betting line involved since it has to be properly centered which can be tricky. And you're totally right, that's what you paid them to do.

It pains me to see someone so unsatisfied with their poker table. If you don't get anywhere with BBO, let me know and I'll hook you up with a new felt with a custom print.
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Old 05-20-2017, 11:04 PM   #12
Sensitivenewageguy
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Re: BBO poker table review/issues

In the words of John Belishi, from Animal House..."You ****ed up...you trusted us!"
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Old 05-21-2017, 12:40 AM   #13
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Re: BBO poker table review/issues

https://www.facebook.com/BBOPokerTab...type=3&theater

I tried to get the ball rolling...
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Old 05-21-2017, 01:35 PM   #14
eneely
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Re: BBO poker table review/issues

Lens flare? In two different shots from different positions? Whatever, he is basically doubting your word. Even though he said he'd take your word for it. By saying that, he is doubting you. What a horse's ass. I think I'd dispute the charge, too. But if you're okay with doing it yourself, I hope it goes well.
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Old 05-21-2017, 03:55 PM   #15
dpain
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Re: BBO poker table review/issues

Quote:
Originally Posted by ChanmanPoker View Post
Installing a felt isn't very difficult, but it's not a "no brainer" either especially when there's a betting line involved since it has to be properly centered which can be tricky. And you're totally right, that's what you paid them to do.

It pains me to see someone so unsatisfied with their poker table. If you don't get anywhere with BBO, let me know and I'll hook you up with a new felt with a custom print.
The betting line is what sucks about doing it myself. Im sure I can figure it out but it will probably be a pain.
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Old 05-31-2017, 06:43 PM   #16
BigBlue56
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Re: BBO poker table review/issues

Update?
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Old 06-03-2017, 11:08 AM   #17
dpain
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Re: BBO poker table review/issues

Quote:
Originally Posted by BigBlue56 View Post
Update?
Pretty much just done with the company. I received a call from them last week asking if I would like a free "upgrade" to their suited speed felt before they sent out the new playing surface. I was a little confused considering the suited speed felt is $69 originally and the template I paid for the dynamic suede playing surface for $199. They said, "oh, oh yeah, we just wanted to check". My guess is they just didn't want to have to color match and print another betting line. Either way I just told him to send me the exact same playing surface that I had ordered. I actually received it yesterday and it looks to be what i expected in the first place and without any defects. I probably won't attempt to put it on right away and keep it as a back up for a while in case someone damages the current one at which point I will attempt to re-felt it myself.

I really dislike that they will not allow me to post my review on their site. Although it was a negative review overall I did give them kudos on the quality of the table outside of the felt issue. After looking at the reviews of X2 mini I'm assuming other people have either been denied leaving a review or that BBO is really struggling to sell tables as there are only 2 reviews, one from 2013 and one from 2015.

At this point my advise would be too avoid purchasing a table from BBO all together. I don't know what other companies sell and deliver to the masses across the country but there has to be some other ones who at the very least do a better job at quality control.
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Old 06-04-2017, 10:48 PM   #18
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Re: BBO poker table review/issues

https://www.facebook.com/pg/BBOPokerTables/reviews/

You can leave a review on their Facebook page, which they seem to use heavily. There are only two 5-star reviews at the moment, so yours will have a big impact. I would mention in the review both their response to Facebook comments and their refusal to allow your review on their site.

fwiw I would really appreciate reading your review if I were in the market and hadn't come across this thread.
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Old 06-06-2017, 07:18 PM   #19
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Re: BBO poker table review/issues

From what I've seen of their tables you could get more for your money by hiring a local table builder. Not every town has one nearby, though.
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Old 06-09-2017, 06:43 AM   #20
RichGangi
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Re: BBO poker table review/issues

Still waiting for BBO to chime in here....
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Old 06-11-2017, 10:37 PM   #21
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Re: BBO poker table review/issues

Yeah I don't think they will have anything to say. Seems like they don't have much of a presence on here these days. Don't know if they are even a sponsor of the forum anymore.
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