Game Room Guys - Pool Tables, Pinball Machines & Arcade Games — Local services in Plainfield Charter Township

Customer service needs improvement.

Well, when you don't know where to begin, you should start at the beginning, right? We have an insanely heavy 1 piece slate pool table (unfortunately a sentimental one), that after years of neglect at the hands of a previous owner needed a new felt. Easy enough, or so I thought. Rather than order new felt through the internet, we went with Game Room Guys, since they are local, and since we like to support small business when possible. Our first interaction with them was sometime around Thanksgiving. I don't remember if it was Black Friday, or the day after (they are open on Saturdays only during the Christmas shopping season). We went in with the measurements of our 1 piece slate (the table was disassembled due to a move) and asked the woman there for some help with a new felt. She was very condescending and repeatedly told us that our table couldn't be the size we said, because "you don't measure the slate, you measure the whole table." While this didn't make much sense, due to the fact that the slate is what is being covered with felt, not the external wood, we went along with her and bought the felt for an 8 foot table. Heading home happily with our new felt, I opened the factory sealed bag, stretched the felt out to check the length (as the woman at GRG had suggested) and realized that it was MUCH larger than we needed. So, I folded it up, and my husband returned it either the next week or the week after for a smaller piece. Part of me wanted to just cut down our original piece, but it was a $20 difference or so, and they are local, so we exchanged it. On the upside, my husband said that the people helping him that day were pleasant. Ohhhhh, the next piece of felt. This piece was in a factory bag, which had been taped shut. I thought nothing of it, since we returned one, I assumed that someone else must have bought the wrong size and exchanged as well. No biggie. Or so I thought. The holidays, and the flu, and winter hit. By the time we were able to get a friend to help us heft the oppressively heavy slate onto a work surface for recovering, our 30 day return window had apparently closed. I laid out the felt, noting the sticker on it that said "top side" and noticed a stain, the size and shape of a paint can in the corner of the felt. After the giant headache that this pool table has been, I was not about to put a stained felt on it. So back into the bag it went, and back to GRG. At GRG they initially seemed willing to exchange it, until they noticed that I had started to trim the cloth for installation before I saw the stain (I get this, they can't resell the fabric had it not been stained since I trimmed it) and they advised my husband that the return window had closed and we were essentially out of luck. The did offer a WHOPPING 10% discount on another piece of fabric, which we declined. My husband asked if they had any suggestions on trying to clean the stain, and their pool table tech spoke to my husband and noticed that the "top side" sticker was on the wrong side of the fabric and that the stain didn't show through to the actual top side. Sweet!! Problem solved. Peace returns to this stupid project once more. Or so I thought. My husband brought home the fabric, and I laid it out on the table with the ACTUAL top side up to find that there was a MUCH larger stain on the correct side of the fabric that would have ended up in the middle of the table. Long story short, they condescendingly sold us the wrong sized fabric. The return went well, but they gave us a defective product in return, and then offered a slap in the face discount on replacing the defective product because we were out of the return window. Felt is in the trash, I'll be ordering online from...

I would first like to start out by saying AWESOME RECOVERY GRG!!!! Briefly I was Very interested in a upright arcade game, PAC-MAN’s PIXEL BASH Plus 30in Stool….I googled the game and Game Room Guys company came up, I called and spoke with Jeffrey, I had questions about the delivery, pricing, warranty and a few other questions…Jeffrey was very patient and answered all my questions…. I was very excited!!! I decided to go ahead and place my order on Sept. 14, 2021…I asked Jeffery how soon will my game be delivered…his response was in a matter of a few days…I said Great!! (remind you all that this was my first purchase on a arcade game)…A few days went by no game…I gave GRG a call and spoke with Heidi…Heidi informed that they were having a issue with FEDEX FREIGHT…Me being Patient And Understanding I said ok…Heidi informed me that my game should be delivered in a few days and if there’s any other issues with FedEx Freight she would give me a call…few more days passed, No call/No Game…I called GRG back and then spoke with Carrie…Carrie pulled my account up and informed that my game had shipped on the 22,….also stated that she’s not understanding why I’m not getting a Text/Email from FedEx Freight to set up my delivery…I then asked her may I speak with Jeffrey, at the time he was on a call, I asked Heidi to please leave my name and phone number with Jeffrey so he could give me a call back….Jeffery called me back and we spoke…at this point I’m little upset and saying where is my game…Jeffery openly admitted that the company had dropped the ball (running a company/business that has to be a hard thing to say)…Jeffery apologize deeply and meaningfully…I totally excepted his apology…and then asked with a smile now where’s my game…Now summing this review up my game was delivered on Oct. 1, 2021…My delivery was set for a curbside delivery and Jeffery made a few calls got back with me and had set up a In home delivery….Which I was so grateful for….My experience through all this is, if there’s a concern please say something and give that company/business a chance to make it right with you!!! I will say GRG DID JUST THAT WITH ME!!! Now the moral to this story is when HONESTY AND TRANSPARENCY is in order also keeping CUSTOMERS in the LOOP a Company/Business Will never FAIL!!! Thank You Game...

Great experience. I will be buying from them in the future.

Being the first new in box pinball machine I bought (King Kong) I was a bit nervous about buying from a company I was not familiar with. On my initial call the sales guy was very friendly and answered my questions as best as he could. Seeing how they had no control over the actual factory ship dates from Stern, they were very upfront and throughout the process sent out updates they got from Stern.

The machine was made on 05/28. It was apparently picked up by Game Room Guys that day or the next and on Friday the 30th around noon it was on the truck for delivery to our house in NH. I received it on Tuesday. The feedback from the woman doing the final purchase and shipping was also great providing all the important info (receipts and tracking numbers ), and again, super quick to answer any of the questions I had. Delivery itself to the house was by fedex and was also top notch. And did I mention the shipping cost was free.

I was hesitant buying long distance like this, there was a local stern reseller I could have chosen. I was so pleased with Game Room Guys that I also bought a CC upgrade kit from them as well.

I had a great experience with them and will be purchasing...