At Home Recreation

At Home Recreation wishes to apologize to the customer for the delay in our responseThe label on the carton in large print states the size pool the cover is forThe additional information regarding the actual size of the cover is for contentsA 15' pool would need an 18' cover to provide a
foot overlapThis is clearly stated on the labelThe label is an industry standardThe stores are adequately staffed to answer any questions any customer has regarding a coverIf the customer misread the label it is certainly not our fault.All of that being said it is not our purpose to fix the blame but to make our customers happyOur business is built on customer service! If the customer did not open and unfold the cover we will accept the return (full refund)If the customer did open the box and unfold the cover we will accept the cover back (no refund) and discount a new cover at 50% in the correct sizeIf the customer already purchased a replacement cover regardless of where we will accept the cover and refund the purchase price in the form of a store credit (gift card).We apologize again and would explain the actions I am taking are not what store personnel are authorized to do.Edward J S*** Vice President of Operations

Our Policy (clearly posted) states no refunds or exchanges on special order merchandise.This item is one we do not normally carry on our selectionWe ordered this item for the customer as a courtesy and should not be made to eat the result.That being said I have instructed the Manahawkin
store manager to contact the customer and offer him a store creditThe customer owns a pool and we are a pool store so he should have no problem using the store credit.As always we are in business to serve our customers to the best of our ability.*** * ***Vice President of Operations

I just wanted to let you know that At Home Recreation was kind enough to give me a store credit for the defective pool light that they sold me. I consider my complaint settled.

Our Policy (clearly posted) states no refunds or exchanges on special order merchandise.This item is one we do not normally carry on our selection. We ordered this item for the customer as a courtesy and should not be made to eat the result.That being said I have instructed the Manahawkin store...

manager to contact the customer and offer him a store credit. The customer owns a pool and we are a pool store so he should have no problem using the store credit.As always we are in business to serve our customers to the best of our ability.[redacted]Vice President of Operations

Review: On 6/1/14 I placed an order for a special order part for my pool, I ordered a new pump trap body. I was originally told it should be in by the end of the week. I stayed in contact with at home recreation daily to see if my part had arrived. It took two weeks (7 days longer than I was told) for my part to arrive. When the part came in I picked it up from the store immediately due to the fact that I needed it. It was given to me in the new product packaging making it impossible to see the product till I got home and opened it. After opening the item I noticed it was damaged/defective. Being that I needed it and had waited so long I hoped it would work anyway. It did not work, it caused a massive water leak. Being that I was frustrated and wanted to get my pool functional as soon as possible I went online and ordered a new pool pump that comes with a trap body. I even paid extra for overnight shipping. I then emailed a representative at At Home Recreation and advised him of the defective part. I was told they were only able to exchange it. First of all I was unable to wait another two weeks for the exchange and I had already ordered a new pump assembly, so I no longer needed the part. After this I wrote a letter to waterway, the company who made the part but I am yet to hear back from them. I still have the defective part, packaging, receipt, and special order form. I would like a refund in full due to the fact that the part was defective upon receipt. I have been a loyal customer of at home recreation for the past four years and still am. The outcome of this issue may change weather I continue to shop in their store in the future. Like previously stated I have contacted both At Home Recreation (who sold the part) and Waterway Plastics (who made the part), and am yet to get a refund for the defective part.Desired Settlement: I am asking for a full refund. The part is defective and was defective upon delivery to me. I still have the part and will gladly return it.

Business

Response:

Our Policy (clearly posted) states no refunds or exchanges on special order merchandise.This item is one we do not normally carry on our selection. We ordered this item for the customer as a courtesy and should not be made to eat the result.That being said I have instructed the Manahawkin store manager to contact the customer and offer him a store credit. The customer owns a pool and we are a pool store so he should have no problem using the store credit.As always we are in business to serve our customers to the best of our ability.[redacted]Vice President of Operations

Review: I purchased a pool light from at home recreation less than a year ago. After three months (still within the products warranty period) at home rec. refused to refund or repair my leaking pool light. Instead they sold me a replacement gasket for $20. Now less than a year later the light is completely filling up with water and causing the electrical outlet breaker to trip. Clearly it is a safety issue as well as a defective product. I have contacted both at home rec and the manufacturer requesting something to be done and have yet to hear back. I tried to review the product on at home recs website and the review part of their site doesnt work. I am quite sure they are aware of the fact that no one can review products on the site because I am sure other people spent hundreds on this product and have had the same experience. We should at least have the opportunity to let other people know of the SAFETY issues this product involves. I expect money back or a new product although my wife doesnt want it in our pool again.Desired Settlement: MONEY BACK or a product that works and is SAFE to use

Consumer

Response:

I just wanted to let you know that At Home Recreation was kind enough to give me a store credit for the defective pool light that they sold me. I consider my complaint settled.