C N Y Hot Tubs

I ordered a "Water Wand Filter Cleaner" which was defective upon arrival (it leaked at every seam). I only contacted the company because in the return instructions they wanted my credit card (CC) information included in the return package (I did not want to include all of my CC information due to the possibility of fraud) and I clearly stated I wanted a REFUND in the first email, the company response was:

"This is a common problem and it is in the connection. There is actually a video about it from the MFG, which I cannot locate now, but will fwd to you Wed."

I did not wish to repair something that was BRAND NEW; therefore, I returned the item and did not receive a complete refund as the companies return policy states. I received a refund for the product itself and after complaining they returned half of the return shipping.
The return policy as stated on the website is as follows:

"CNY Tubs DOES NOT pay for shipping on returns UNLESS the item was defective when it arrived."
In the email response, there was no mention of them sending me a label to return the product, when I emailed and clearly asked for a REFUND, only a response telling me this was a common problem and I should fix it myself. Also, it is not stated anywhere that I have to contact the company prior to retuning the item. It seems as though if that were the case, they would state it in the return policy. After receiving an email telling me to fix a NEW product, I followed the return instructions on the website and shipped it back. I did not receive a full refund and I contacted them again and stated I was contacting BBB then they emailed me the following:

“If it was defective, and you contacted me, I would have sent you a label for its return, and you would have a full refund. If you were patient enough to wait for my timely one day response, you would also have a working product and be satisfied. Your choice. This conversation will be uploaded to the BBB as well to show your errors, if you thought this WAS defective, why would you spend YOUR money to return it ?”

The item was clearly defective upon arrival, the definition of “Defective” according to Mariam Webster is: “something that is imperfect in form, structure, or function”. I spent my money because I thought that was the return process. They say I was impatient; I just returned a defective product as per their instructions.

I did contact YOU and asked for a REFUND for the product and YOU responded with:
"This is a common problem and it is in the connection. There is actually a video about it from the MFG, which I cannot locate now, but will fwd to you Wed."
There is no mention of a return label in YOUR response?
Therefore, I returned the item with the assumption that the company would pay the shipping as stated in YOUR return policy.
The actual cost of return shipping was $6.00 not $5.00 as stated by the company (I have the receipt) and I payed $8.00 for the item to be shipped to me which was not returned.
It’s not a lot of money; however, it the principal at this point.
The return instructions are listed below:

Payment, Shipping & Return Policies
Payment Methods:
CNY Tubs Accepts
Visa, Master Card, Discover, Diner's Club, JCB and Paypal


Shipping:
FREE Ground Freight (in the Contenental US only) with a purchase of $65.00.
Second Day Air shipping is available at an additional charge.

International Shipping:
International orders MUST go UPS, and freight charges will be quoted as necessary on an order by order basis to protect your delivery across borders. Please email us at info(at)cnytubs.com BEFORE you order if you need to have your items shipped internationally.

Sales Tax:
8% for New York State residents

Returns:
20% restock fee on filters, jets, heaters and special order parts.
NO returns of chemicals.
NO returns after 30 days.
NO returns on wood products.
Items must be returned in original packaging and in "as new" condition.
CNY Tubs DOES NOT pay for shipping on returns UNLESS the item was defective when it arrived.

Electronics, heater elements and complete heater assemblies carry a one-year manufacturers warranty, which will be assessed and honored by the maker. It is recommended by CNY Tubs that a qualified service person install such item. It is the responsibility of buyer to return item for review, which may take up to 30 days

Please see the email chain below:
Sent: Thursday, June 15, 2023 11:20 PM
To: Stefan Brownell
Subject: Re: Water Wand Return
I will put all emails in my complaint

From: Stefan Brownell
Sent: Thursday, June 8, 2023 11:16 PM
To: Stephen Hall
Subject: Re: Water Wand Return

If it was defective, and you contacted me, I would have sent you a label for its return, and you would have a full refund. If you were patient enough to wait for my timely one day response, you would also have a working product and be satisfied. Your choice. This conversation will be uploaded to the BBB as well to show your errors, if you thought this WAS defective, why would you spend YOUR money to return it ?
Stefan Brownell

Sent: Thursday, June 15, 2023 10:55 PM
To: Stefan Brownell
Subject: Re: Water Wand Return
There is no policy that states I have to consult you prior to returning the product. Also, I shouldn’t have to repair a new product. I will be contacting BBB and report you for not following your own return policy.
On Jun 15, 2023, at 10:31 PM, Stefan Brownell wrote:
Hello - So you had returned item without any consultation. I replied to your email within 1 day to explain it was not defective and you had already mailed it back here. It is perfectly fine, and will be re-sold. Actual freight cost to you was $5.00 so I can refund another $3. to be fair.
Stefan Brownell

Sent: Thursday, June 15, 2023 1:11 PM
To: Stefan Brownell
Subject: RE: Water Wand Return
I recently purchased “Water Wand Filter Cleaner “and returned it because it leaked. According to your return policy, “CNY Tubs DOES NOT pay for shipping on returns UNLESS the item was defective when it arrived”, which it was. You should pay the shipping which was $8.00 to ship it to me and $6.00 to return it to you. You only refunded $18.50; therefore, I’m still owed $14.00. Please respond.

Stephen Hall

From: Stefan Brownell
Sent: Thursday, June 8, 2023 10:50 PM
To: Stephen Hall
Subject: Re: Water Wand Return
OK ? will refund then.

Stefan Brownell

Sent: Tuesday, June 6, 2023 9:02 PM
To: Stefan Brownell
Subject: Re: Water Wand Return
I have already sent it back for a refund.
On Jun 6, 2023, at 8:57 PM, Stefan Brownell wrote:
Hello Stephen - this is a common problem and it is in the connection. There is actually a video about it from the MFG, which I cannot locate now, but will fwd to you Wed

Sent: Tuesday, June 6, 2023 9:48 AM
To: Stefan Brownell
Subject: Water Wand Return

Good morning,

I ordered and received a "Water Wand" on 06/05/23 and it leaks on every seam and around the on-off switch, I would like a refund.

Order number - 25169
Name - Stephen Hall
Address - 146 Lou Fox Dr. Telford TN, 37690
Phone - 757-617-1915
Credit Card (Last Four) - XXXX (Is it required to provide the entire CC number? I don't want to email it or write it down on the paper to be placed in the return package due to the possibility of fraud.

V/r
Stephen Hall

Phone response - I have been updating this consumer of the back ordered part, he states he wants to waitI cannot control when the part comes inI have been keeping the consumer updated

Phone response - I have been updating this consumer of the back ordered part, he states he wants to wait. I cannot control when the part comes in. I have been keeping the consumer updated.

I ordered 2 Spa filters online on September 14, 2012. I received a confirmation email but it had no tracking information. On September 14th, I emailed them asking if I could add to my order to spend enough to get free shipping. I received a response the same day that OK'd me adding some test strips to the order to cover the cost. On September 16th, I got a response that the strips were added and shipped and my card was refunded $5.50 (the difference in price between shipping and test strips). I received the test strips shortly after. On September 25th, I emailed them asking about the status of the filters. On September 26th, I got a response saying they should have shipped and they would confirm the next day. On September 28th, I emailed asking for status. On October 1st, I emailed asking for status. On October 1st, I called and left a message asking for a response. On October 2nd, I emailed asking for status. I have not heard back from them since September 26th and I have not received the filters though they were charged to my credit card 2 weeks ago.