Sawyer Twain Reviews 79

DO NOT BUY FROM THIS COMPANY!!

Horrible service! I’m still waiting for merchandise I purchased in March. I’ve had to dispute the transaction with my credit card to get my money back. They said they shipped the product but then had it returned to sender.

Please do not waste your hard earned money or time with these people. I hate to leave negative reviews but it is our only recourse for horrible service. I feel compelled to let everyone know to use any other online option.

Just read the other reviews - they are a poorly run company where the customer service stops after you click PAY! Good luck getting your product…

I ordered a pool table with white glove delivery service on January 8, 2026. I paid $6500 for the pool table and $900 for delivery and set up. I was promised delivery that it would arrive by January 23rd for a 60th birthday gift to a veteran. I finally received a call from the installer, Big T Amusement (Mark) on January 30th to arrange for an installation the following week, far past the promised date of January 23rd. When I told him I would be available on the Friday of that week on my day off, he told me it was too far to drive on a Friday and I would have to take a day off on Tuesday for the install. I contacted Sawyer Twain that my options were to take the day off or pay 2750 dollars to return it. I HIGHLY do not recommend purchasing anything from this company.

UPDATE: Saturday, January 31, I received a call from the manager of Sawyer Twain. He apologized for the delay and ensured me that the table would be delivered on Friday, February 6th. The table and cue rack (no dining top that I have paid for) was delivered on Friday, February 6th. During the white glove delivery service it was discovered that 1 of 2 legs was severely cracked. The delivery agent notified Sawyer Twain and I was told that a replacement leg, along with my dining top, was being shipped to the delivery agent and I would receive notification when it shipped. Today is Wednesday, February 25th and I have yet to receive notice of the shipment. I did reach out to Sawyer Twain customer support on Monday, February 16th and was informed they expected to receive the shipping info in "a few days". The few days have obviously come and gone with no further contact from Sawyer Twain. Very disappointing.

I placed an order for Plank & Hide Shuffleboard Bowling Pin Set for $149. After I placed the order I called the company because from the website it seemed very unclear what was included in the set. There are two photos, and both show pucks in the photo. I called the company and their representative told me that pucks were included in the set. I emailed the company to tell them if pucks were not included I wanted to cancel order. I was told the set would not ship until the end of January, but as soon as I requested the order to be cancelled, it was shipped the next day. If I wanted to move forward and return the $149 set I purchased it would cost me $80 in return fees, I would have to then pay shipping for both ways, and pay a restocking fee. I feel fortunate that I only spent $149 on my order from this company, as most of their items are much more expensive. I’m not certain what they mean by “Risk Free Purchases”, because if I had spent several hundred, or several thousand, and was not happy I would lose more than I would get back if I tried to return the item.
Don’t Purchase From This Company. If I have this much trouble returning an item less that $200, I couldn’t imagine what would happen if I spent more.

Scammers! I bought a pool table from this company and after it was installed I check the table and it was damaged in every side, the wood was cracking in so many places, it look cheap, the felt installation looked terrible you can see the fabric tearing, I contact the company and the person responding saying their installer was going to contact me back, nobody has contact me. They say in their site when you buy something is risk free, is complete bullshit. I want to return this damage table and I still have not gotten an answer from them,

the worst !!

Grabbed the Sagrada Pool Table in the Sandwashed finish and, honestly, this thing is a unit. It’s huge — like if a boat and a pool table had a very attractive baby — and somehow the finish looks even better in person than the photos. Walked into the room and just stared at it like an idiot for a few minutes. No regrets.

Sawyer Twain made the whole thing easy. They told me it’d be about a 4-week finish, and that’s exactly how it played out. Their confirmations came in within 24–72 hours, which seems to be the new normal everywhere I buy anything even remotely nice. No drama.

White-glove installation was smooth and painless. Those guys showed up, handled business, and the table ended up looking perfect. Zero stress on my end, which I appreciate because I’m usually the stressed one.

All around, killer experience. We’ll be back once we wrap up the place in Bend, Oregon and the summer spot in New York. Sawyer Twain crushed it.

Just got my Brunswick Hickory Slate Pool Table in and wow… the natural finish is gorgeous. Pictures online don’t do it justice. I also grabbed the Doc & Holliday billiard ball kit . Ordering and delivery were way smoother than I expected (white glove actually means white glove). I'll absolutely refer Sawyer Twain in he future!

Getting a pool table felt like a big deal, but Sawyer Twain made it easy. We went with the Doc & Holliday American Chocolate for our place in Eagle Rock, CO and it’s everything we hoped for. The table looks amazing, plays perfect, and the whole process was smooth. Zero stress, just good service and a badass pool table at the end of it.

Purchased a Doc & Holliday pool table from Sawyer Twain. From day one, it had obvious defects, confirmed by the installer and us with photos and videos submitted same day (warped/misaligned top, damage, poor fitment). I would of been disappointed if this was second hand table let alone a brand-new product. Despite this, Sawyer Twain have ignored 3 written escalation requests, failed to engage the manufacture, and provided only vague excuses (waiting on installer/warehouse) while refusing to provide a clear resolution path or timeline. This is extremely poor customer service and mirrors other negative reviews. Sawyer Twain markets premium products, but when defects occur, they deflect, stall and avoid accountability. Update: Sawyer Twain agreed to replace the table with new as did the Doc Holliday brand. Noting Defects extend beyond "chips" and "dints"; well documented photos, videos and measurements with tabletop misaligned, warped and poor fitment beyond acceptable tolerances. Not installer issue. Will update outcome post new table install.

Ordered a nearly $11,000 table… after the purchase they called and wanted $100 more for installation.

They should have eaten it or I should have just canceled the order….it was not worth having to look further so we paid it.

Now the pockets are falling out if more than (3) balls go down.

They suggested I just tape the pockets in place.

Duct tape is their suggestion for an $11,000 product.

Shop elsewhere.

….Follow Up…
After Sawyer Twain tried to act like they were being helpful, I contacted American Heritage. They said they were working on this issue. After years of manufacturing pool tables, they have not figured out a better way to attach the pockets than adhesive. Insane. They sent me (4) pieces of tape.

Guess I am on my own to figure out their lack of engineering.

We got the Doc & Holliday George Pool Table in Grey Walnut with the dining top from Sawyer Twain — it’s stunning. Has that mid-century modern, speakeasy feel we were going for. Solid build, clean lines, and gets compliments nonstop.

Plays great, looks even better. Setup was smooth with white glove delivery. Will Recommend!

Took 2 months for the pool table arrive and they forgot the pockets. This company is a joke. I also purchased a ping pong table top that was not shipped. The pool table top is cheap material. For the price point go somewhere else.

I recently ordered a Centennial pub table from Sawyer Twain. They sent an assembly pack with the wrong bolts. When my client assembled the table, the bolts popped through the top of the table. Their customer service phone number does not accept calls and they will not stand behind this error and warranty their product.

I had a big problem with a well known national retailer. They misrepresented delivery and setup information, which they only revealed to me a week after I placed my order, so I canceled the order with the national retailer. The owner of Sawyer Twain, through which the national retailer originally filled my order, called me the same day the problem arose and fixed the problem within minutes. The national retailer was zero help. But Sawyer Twain took care of my problem and I was able to complete my order. They even improved my order! These guys are all about great products and excellent service. I won't use anyone else to take care of me in the future when I want something for the pool table that I bought from them today. Big thanks to the folks at Sawyer Twain!!

I purchase a pool table with the conversion top into a dinner room table and I also purchases a ping pong table top. The experience working with the team was incredible. Top notch customer service before during and after the sale. I am planning on purchasing from them again soon. It has been two years since we purchased everything and the table is still wonderful as it servers as the centerpiece of our home.

I purchased the 7ft Doc and Holliday Natural Slate table in March and 25 weeks later my table arrived... but let me back up a second. When I ordered the table I called and asked the rep to be honest with me. I had narrowed it down to the Brunswick Parsons table or the Doc and Holliday, and asked for an honest opinion of the better table. The reply I got was the Brunswick id made in China and the Doc and Holliday is made in Oregon and constructed upon order. Well that's an easy decision for me... so with that I made my order. It was going to be 12 to 16 weeks before it shipped. Again 25 weeks later it arrived, I was a bit disappointed in the time it took to play pool on my new table, but it was really worth the wait. It's a beautiful piece of furniture if I can say that about a pool table... plus the construction and craftsmanship is truly first class. I would recommend the Doc and Holliday absolutely! But just know it's worth the wait.

DO NOT BUY FROM THIS COMPANY

Purchased a $11,000 Scholar Slate 9’ pool table/dining table from Sawyer Twain on 2-22-22 and was promised a six-month delivery date. Asked if I could get a list of customers that had purchased this table, or could I visit the factory to see the actual table constructed and was told NO.
Recently found out they BUY many of there tables from GoldenWest Billiards out of Portland Oregon where they are actually manufactured and are also sold under a different brand/table name. So Sawyer Twain has a contract with GoldenWest Billiards to provide the tables HOWEVER all warranties are provided by Sawyer Twain which SAYS THEY HAVE A LIFETIME WARRANTY which basically has NO DETAILS.
I am located outside New Orleans and the table was shipped to the installer in New Orleans at the end of July 2022. The original installer hired by Sawyer Twain finally returned my calls after four weeks telling me he had the table but was now RETIRED and would not be installing the table. Sawyer Twain then decided to use an installer from HOUSTON (7 hours away) and it took almost a month to get to my house to install the table. I couldn’t be there for installation and showed up just after he was 99% done and all felt was installed so I could not see the underlying slate pieces. Shipping had also caused some damage to the structural elements for the table, but they were cosmetic and not functional issues. I told the installer to use them because they would not be viewable after installation.
The dining table top was also warped and the three pieces would not fit together and had to be replaced. Finally got the new tabletop 6-7 months later after threatening to get an attorney involved because all of the deadlines were not met by MICHAEL the store manager.
Within a few days after initial installation, I found a problem along one of the rails where it APPEARED that the two pieces of slate were at different levels and had to be releveled. The Houston installer would not come back, and Sawyer Twain hired an installer out of Baton Rouge, La. to relevel the table. I was out of the house when this was done and again got there just as he was finished.
The unlevel problem seemed better but not fixed and Sawyer Twain refused to send anyone else out. I decided to wait until I changed my felt to relevel the table properly. As it turns out one of the installers cracked one of the slate pieces and hid the issue. I recently (March of 2024) hired a local company where the installer had twenty-five years of experience installing/fixing pool tables and informed/showed me that the problem was a cracked piece of slate. One of the original installers shimmed the slate along a support beam 10-12” from the rail edge and when the slate was screwed down along the rail edge it cracked.
Sawyer Twain after numerous calls in March of 2024 has refused to return ANY calls from me and insisted on doing everything via email. After providing emails/photos/video documenting the problem, Sawyer Twain refused to fix the issue (DESPITE LIFETIME WARRANTY) and basically concluded it was not their problem. They wouldn’t even tell me where I could go to get new slate, except through them.
I finally found GoldenWest Billiards out of Portland Oregon and they are selling me new slate at their cost to help me solve the issue. This company manufactures the tables for Sawyer Twain but WARRANTY is through Sawyer Twain.
IF YOU NEED A POOL TABLE USE GoldenWest Billiards out of Portland Oregon 503-788-8032 because Sawyer Twain despite the LIFETIME WARRANTY refuses to even call me back or for that matter help me get new slate so the warranty is useless.

As a result of this REVIEW sawyer Twain has decided to replace the broken slate and honor the LIFETIME Warranty

Happy to provide the emails, pictures, video supporting everything I said. Not once did they have the courtesy to pick up the phone and actually call me about any of this even though I asked in every Email to please call me. Hopefully their future customers will have a better experience as a result of this

Purchasing a pool table from Sawyer Twain is a terrible and frustrating experience.

Despite their website clearly claiming 1-2 weeks delivery time, I have waited six weeks and STILL don’t have my table.

Their customer service team is apathetic at best and spends most of the time on calls passing blame to other parties (who they hired) instead of trying to make the situation right.

If you want to have a positive experience with buying a pool table, you should absolutely NOT choose Sawyer Twain.

They did great job. I would highly recommend them to my friends and family...

Just a shady business. Listed our pool table for $5,499 but "gave me a fantastic deal". Then 8 days after I purchased but before I received it, they lowered their price to $4,299 - a drop of $1,200. Then, when I told them I was disappointed they just increased the list price on their site to $4,999. As if that would make me happier. Worse business practices than a car dealership. Be honest and treat people right.