Best Buy Pool Supply

Best Buy Pool Supply - order # 220138. $319.90
Without a doubt the worst customer service I have ever dealt with online.
August 16 - order placed told 5 > 7 days shipment - nothing
August 28 - told order shipped promised 3 > 5 Days - nothing again
September 5 - order now being shipped - were to e-mail tracking # never happened.
September 11 - order now shipping were to - e-mail tracking # never happened. Told them to cancel order - told I can't because it is "in the system".

Do your self a favor and don't even consider them.

Jim J

I am rejecting this response because: I called after finding the product listed on their website to make sure that they indeed had it in stock They looked it up and told me that yes they did in fact have it in stock I proceeded with my online order once I had spoken to them to confirm that they did have them in stock and that is why I ordered of the HydroPure Metal Trap 25's We feel that it was advertisement on the company's behalf as they did in fact have them listed on their website to be sold and I confirmed that they had them in stock by calling before I placed my order online and that we should be compensated with our order of hydropure metal trap 25's

The ***'s attempted to purchase an item we haven't sold for many yearsAll of the HydroPure Technologies Metal Traps we shipped were damaged in transit so we discontinued sales of this itemThe ***'s were never charged anything and their order was cancelledWe informed them of thisI'm
confused as to why this instigated a complaint since they were never charged anything

Review: I purchased a [redacted] pool light to replace a broken one and was told by my pool guy that I needed 100 ft. instead of the 50 ft. that I ordered. I called Best Buy Pool Supply to order the right one and told them I wanted to return the one I ordered, completely intact and unopened box. The manager [redacted] took my new order and said they will send me an email for instructions on how to return the other light. This was on a Wednesday July 13. I did not receive a phone call or email for 4 days. I called again Monday July 25 and was told by [redacted] that he will look into it and he should have something later that day. Still no email or instructions. I called again Wednesday 20, got the same response, has not heard from the warehouse/supplier for instructions on return. I asked him why do we have to get instructions from the warehouse/ supplier when Best Buy Pool Supply is who I ordered the light from and they should be the ones to handle the refund. Still got the run around, he would try to get something to me by 1:00 that afternoon. No response. Called Friday 22, [redacted] said he would personally try to resolve this and I should have something by that afternoon. Again no response, called Monday 25 I asked why is this refund so complicated and why the runaround, according to their website they claim to have unmatched after sales customer service which I told he does not hold to be true with my experience. All I wanted was to return a box and get my refund. He said there was a change in ownership and had to make sure that the right supplier/warehouse would handle the return. Well, here I am waiting again for another response for this afternoon. And I asked him if he ever ordered the light with 100 ft. cord that I placed on my first phone call since I never received a follow up email acknowledging my order. I told him if it wasn't ordered then to disregard because I will take my business elsewhere.Desired Settlement: I would like a refund on my credit card

Consumer

Response:

I have since received a response and action from Best Buy Pool Supply regarding my refund instructions from [redacted] the manager. I was given an address and authorization number to return my light and should get a refund on my credit card. He explained they are in the transition process of new ownership and it's been a challenging process since the new ownership moved from California to Massachusetts.

Review: Contacted Best Buy Pools for a liner, told them what type of liner I had and they told me that it was an overlap liner, was not overlap was J hook.

Contacted Best Buy Pools looking for a liner for my above ground pool and spoke to [redacted]. I specified what type of liner it was and they told me it was an overlap liner that I needed. When I ordered it on September 14, 2012 I told her we would not be installing it until closer to summer and asked if there would be a problem if it was not the right one if I could return and exchange it, they said no problem. I went to install it on May 5, 2013 and when I took it out of the box it was not the right liner and the one that I should have had was a J-hook liner. I called them on May 6, 2013 and after talking to her and telling her it wasn't the right one she then went into more detail and told me that I should have ordered the J Hook and not the overlap liner. I asked if I could return the one I have and exchange it for the one I needed and they told me that I could not because it had been over 6 months. I said when we purchased it you told us we would not have any problems returning and exchanging if it wasn't the right one, and she then denied that she told me that. It had never been opened until May 5, 2013 when we had went to install it. We are not asking for our money back we just want the right liner that goes to our pool. When we ordered it they told us it was a stock item and when I spoke to her today she then told me it was a special order. So now they are saying that we cannot return it because it was a special order. We ordered it on September 14, 2012 and had it by September 21, 2102. That does not sound like a special order item if it was shipped within 3-4 days. It sound like it was a stock item.

Reference# XXXXXX

Model# [redacted] 15x28x48/52 SWIRL BOTTOM

Payment Type Credit Card

Product Total 271.00

Sales Tax 21.00

Shipping 35.00

Grand Total 327.00

Desired Settlement: I would like either all or half of our money back. I trusted that it was the right one from the description I gave them so I didn't worry about opening it until we were ready to use it. We are now going to have to install a new liner that could have been avoided if they would have listened more closely to what type of liner I told them I needed.

Business

Response:

Business' Initial Response

Our return policies are very specific when ordering certain items, i.e. pool liners. Our policies are listed on our website and are available 24/7 to any consumer to review before purchasing from our company. Our return policy specifically states that returns are acceptable within 30 days from the date of purchase unless opened and partially installed. Our technicians can only help any consumer if given the correct information and from [redacted] notes it appears we did order the liner in which this consumer defined for us at the time of purchase September 14, 2012. [redacted]'s notes are: Customer called in to say that they were just getting around to installing the liner and it is not overlap. When asked to describe the liner, she described an overlap - "the edge is straight with nothing on it". She said her old liner had a preformed clip (unibead). I explained that it sounds like her old liner was a unibead/jhook liner. She says she has coping strips & I told her that the overlap liner would work with those coping strips. Customer wanted to return this liner & get a unibead one. Explained that the order is over six months old & custom so there is really nothing we can do at this point - customer says she will file a complaint with the Revdex.com-----[redacted]. As [redacted] has explained the liner this consumer purchased from my company will work for her application. Also, for consumer use, are definitions and diagrams defining each styled liner so it appears that this consumer did not use the tools available to her before purchasing. Just for the record, if the manufacturers production lines are not busy then custom covers can be made and shipped within 2 business days. Due to the notes and descriptions pertaining to this case I honestly do not comprehend the problem. This consumer has a product that will work with her existing cover clips-which is what overlap liners use to hold the liner in place on the pool wall prior to the top seat being reinstalled. All my employee's have been with my company for more than 5 years so I am confident that our return policy was explained in full. This consumers request for compensation will not be forthcoming because the product produced by this consumer will work for her application.

Review: We were looking for a HydroPure Technologies Metal Trap 25 Pool Filter and they had them on their website for $0.00 plus $9.95 shipping. I called the company to verify that they did have them in stock and the man that answered the phone told me that yes they did have them in stock. I went back to my computer and ordered 5 of them and placed my order with my credit card information. I called the company back to verify that they did receive my order (I had already received a confirmation email) and the guy looked it up and told me that they did receive it, however, proceeded to yell at me because he was unsure how I was able to process my order with that price and I told him that that was what showed on their website. He told me that they were $144.95 each and that I would have to pay that price instead of the price I found on their website (which I had already paid for with my credit card) and he continued to yell at me and hung up on me. I then had my husband call him back to talk to him about it and he wouldn't even talk to him and hung up on him as well.Desired Settlement: We would like the 5 filters that we ordered online given to us for the price that was advertised on their website and we would like this to be reported to the Revdex.com because of the horrible customer service that they give to their customers. It was truly false advertisement and they should honor what was on their website.

Business

Response:

The [redacted]'s attempted to purchase an item we haven't sold for many years. All of the HydroPure Technologies Metal Traps we shipped were damaged in transit so we discontinued sales of this item. The [redacted]'s were never charged anything and their order was cancelled. We informed them of this. I'm confused as to why this instigated a complaint since they were never charged anything.

Consumer

Response:

I am rejecting this response because: I called after finding the product listed on their website to make sure that they indeed had it in stock. They looked it up and told me that yes they did in fact have it in stock. I proceeded with my online order once I had spoken to them to confirm that they did have them in stock and that is why I ordered 5 of the HydroPure Metal Trap 25's. We feel that it was false advertisement on the company's behalf as they did in fact have them listed on their website to be sold and I confirmed that they had them in stock by calling before I placed my order online and that we should be compensated with our order of 5 hydropure metal trap 25's.

Review: I was not notifies the product I ordered was out of stock and was never shipped. when I asked to expedite the shipping the refused.

On Wednesday, August 7 I ordered a Waterway Hi-[redacted] 1 1/2 HP Pump 1 Speed w/3' NEMA Cord (PH1150-6) from Best Buy Pool supply. After purchase, I received an email confirmation/receipt of payment. I was told then that it would take approximately seven business days to receive the product. On Tuesday, August 13, I called to inquire about the status of my order and was told by a customer service representative that the product was out of stock all around the country and it had not been shipped yet. She informed me that one was found and would be shipped tomorrow. I asked why I had bot been told upon ordering that the product was out of stock and she said "they have no way of knowing that information". I asked why I had not received notification via email or phone that my product had not been shipped and she was unable to provide me an answer to that question. I asked if she could expedite the shipping on the product since I have had to wait this long and she said she could not. I asked to please speak with a supervisor and she told me she was the supervisor. I asked to speak to someone above her and she said "the only person above me is the owner". I was not offered any contact information for the owner of this company. Desired Settlement: I am requesting $75 because due to having to wait a week longer for this product, I will have to have the pool cleaned.

Business

Response:

Business' Initial Response

This customer placed an order on August 7, 2013 for the Waterway pump. It should have shipped immediately for her but we found that the one in stock was damaged therefore we ordered another. Unfortunately the wholesaler that we ordered from took another 3 days to deliver her pump to us and at that time we inspected it prior to shipping it to her but by this time she had called in and talked to my customer service manager on August 13th. Two situation took place at this time: one-my customer service manager did not yet know that the pump had arrived in our warehouse to inform our customer that it would ship and two: my customer service manager should have emailed this entire situation to our customer to inform her of the delay in shipment so that she could add additional chemicals to her pool to kill the algae in her pool as chemicals is the ONLY way to kill algae period. So, yes we are at fault for this mishap but not $75.00 dollars worth particularly when the consumer could have prevented the algae problem with chemicals, again chemicals are the ONLY way in which to kill algae. Equipment does NOT kill algae only filters out the dead algae once the equipment is up and running. My apologies that my customer service manager dropped the ball on the email regarding the delay in shipping and I agree that was most inappropriate. As to having the pool cleaned, again, chemicals will do that and unless her local retail store is charging an arm and a leg for the chemicals they are not that expensive. Even a wall brush and a little elbow grease will brush down the debris which will then be filtered from the pool. I, again, apologize for the email situation but I will not be paying the requested $75.00.

Review: On June 11, 2013 I placed an order. My order # XXXXXX

I ordered 2 packs of 10 coping strips for our pool liner $7.95 each plus a flip flop float for $33.99. I received an email that they issued me a credit for $33.99 for the float due to not available. My shipping cost for the total order is $14.00. Since they didn't ship me the float my shipping stayed at $14.00 My order total was only $15.90. I sent an email to Shanna Mooney asking for a shipping compensation? I felt that shipping cost is rediculous. Never got a response back. So I called the company she stated it goes by weight and that is what it is. She wouldn't issue a credit to me. I said you only sent part of my order how could that be? She responded that the raft doesn't weigh very much. She kept referring me back to there website about shipping cost which isn't clear until you are ready to check out. I asked to speak to a manager and she refused and said she is the manager and that I already explained everything to you and there isn't anymore we can do for you. Very loud, rude and constantly interrupting me. Very bad phone manners. I hung up on her and called back to speak to another associate and I got her Shannon again. She said there is nobody else that can help me. Desired Settlement: I would appreciate some kind of refund back to my credit card for shipping. My total order came to $15.90 merchandise before shipping that paying $14 in shipping charges is insane. Had I known the flip flop foat wasn't available I wouldn't have placed my order. They could've asked me if I wanted something else since that is sold out. When I placed the order it was instock. I don't think I'm asking to much.

Business

Response:

Business' Initial Response

I understand this customer's frustration but what [redacted] informed her was correct. Had this customer gone back to our website and recreated her shopping cart by entering only the coping strips in to the shopping cart the shipping is $14.00 if she then added in the flip flo float she would have noticed that the shipping did not change. Bottom line, the float was shipped at no charge shipping to this customer so there is no shipping expenses to reimburse because none has been charged to the customer.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Their response is incorrect. In their response they state that "Bottom Line, the float was shipped at no charge shipping to this customer so there is no shipping expenses to reimburse because none has been charged to the customer". I received an email stating they cancelled the float with no explanation as to why it was cancelled I didn't cancel it. According to their response they shipped the float at no charge. I was never charged for the float because they cancelled it, meaning never shipped it. That is why I would appreciate some money back for shipping cost or be able to choose a didn't float at no cost for shipping. I would be satisfied with either option. That is the whole reason for my unsatisfactory as a consumer because I was never given a reason why it was cancelled or a phone call stating sorry this item is sold out would you like to choose a similar float at no extra shipping cost? Basically I wasn't given any option it just was cancelled by [redacted] according to an email I received from the company. If they could check their records and show me where they shipped the float with no extra shipping cost that would be great. Since they didn't ship me the float due to be cancelled by them the company I never received the float therefore never charged me for the price of the float but charged me the same shipping cost as though the float was included in my order. Which it wasn't as stated numerous times in my complaint.

Business' Final Response

This consumer received 2 emails on 6/12/2013 at 9:25 AM informing her that we did credit her back for the float and also in the second email it was written to her "The flip flop float is out of stock for the season. I have cancelled it off of the order and issued a credit to your card on file. Thank you, [redacted]". I believe this explains it all. Now, if this consumer would like a float she can go back to the website and order one of her choosing. On the page that introduces the floats to the public are pictures and under the pictures are the prices and the notation as to which ones have free shipping. I spoke with [redacted] about this dispute situation and she informed me that there was no other flip flop style float for her to offer this consumer therefore it was up to the consumer to choose another float. When this consumer did not choose another float nor call us after receiving the June 12, 2013 emails we accepted this non-action from this consumer as a decision not to reorder. A flip flop float was not shipped to any other customer nor location, again, it was cancelled due to the fact that the warehouse was out of stock on that particular item. Again, because these floats ship for free there is no shipping costs to reimburse anyone. Had this consumer ordered just the flip float float and it had been in stock it would have shipped at no charge to her. What this consumer was charged shipping of $14.00 was for the shipping of 24' 20 pack of coping strips for her liner in her swimming pool. I honestly do not know how else to explain this situation but it is what it is therefore, again, if this consumer wants to order a new type of float all she has to do is place a new order from the website and again the floats that ship for free are clearly marked.