Bestway USA, Inc.

I bought a queen and a full mattress and had him for like a month and when I went to use them again both of them went flat we found the hose but they were in the seam and you could not fix them and I will never buy those mattresses again and I told other family members and people I know not to buy them either because they're junk I have another mattress that's a different brand and I've had that for 10 years and never had this problem waste of my money thank you very much Shannon Miller if you have any questions please give me a call at 443-657-0784 have a beautiful and wonderful day

I’m working to put the pool together for the grandkids. Reading the connect the pump, there are no hoses or connections to the pump .

For the price and of the pool and for what you get it’s not too bad. But I’ve been waiting on spare parts for my pool for I don’t know eight months now or better and the pump that goes with the pool is crap I had to buy a new one at a pool store. The main problem with this company is they need to buy or make the parts for there pools in the USA to solve this problem. I have had this pool for over 2yrs now

They have so much confidence in their product that the warrenty is 3 months (not even one season) on the liner. The pump is not enough to clean this pool. there is no way to clean top or bottom of pool without buying something else. It takes a considerable amount water to just clean the filter at least every day & sometimes more often. The replacement filters are not cheap. I'm not sure the liner would stand up to a more powerful filter pump. I am not pleased with overall quality of pool.

I set up my pool which was super simple but upon filling it there was a pinhole leak in the side wall. I filed a warranty claim considering I just set it up and haven’t even had a chance to use it. Just got a email from them saying they are denying our claim because we set it up on sand. They said they recommend that it not being set up on the sand so that’s their excuse to deny it. It had nothing to do with the pinhole leak in the sidewall. Now I can’t use it because I don’t trust the how strong the vinyl might be or the hole getting bigger or tearing and then flooding my backyard and hose. So now I have a brand new pool that is no good. Read the other reviews from other sites about the pools tearing after 1 season. Sounds like they will find any reason to decline a warrenty. Buyer beware!

Hello,
Mr. [redacted] emailed our customer service department on 8/3/16 to start his warranty process and one of our managers responded on 8/4/16 with instructions on next steps.
We follow an industry standard for warranty claims. The reason that a cord has to be cut if for safety, Mr....

[redacted]'s last response in his email on 8/4/16 was " Thank you Veronica. I'll send the pics as soon as I  drain and cut the piece out of the liner. I really do appreciate it". We are currently still waiting for these photos to move forward with this warranty claim and follow the process for safety and satisfaction.As soon as these are received will ship out a new frame and liner. Mr. [redacted] can email Veronica back or call our customer service center at [redacted] to continue his claim.
Thank you,
Bestway USA, Inc.

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Dear Mr. [redacted],I deeply apologize for your experience, I am the Marketing Manager and we are aware that some of our slides popped during our first season on shelf. We have been proactive to order in new slides and send out replacements to customers who had a disappointment in our product. We...

have also listened to our consumers feedback and have taken action with our company to strengthen our slides for next year and identified the problems in manufacturing process. I have a new triple slide being sent out to you first thing tomorrow morning. In the meantime do you know the name of the representative or supervisor in which you spoke with?Please contact me directly if you have any questions: [redacted].[redacted] or ###-###-#### as it is our goal to resolve this complaint to your satisfaction.Thank you for your time,[redacted]

Hello,
As stated we did follow our warranty process that is industry standard and did send out a new pump. This is the process clearly stated and we did arrange for and ship new replacement product. Unfortunately, we will not replace another vendor's pump - we have followed the process in which we share with the consumer upon starting a claim.
Internally, this is resolved as the warranty process was followed that had been communicated to the consumer.
-Bestway

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Hello,
We have spoken with consumer and are happy to send a replacement liner, upon reading her Revdex.com there are a couple of factor for the air - the pump may not be attached to the spa correctly, there are videos online or our customer service to help walk the consumer through the set-up...

process. Per her complaint , this is correct, we will send replacements, even though her proof of purchase has expired for warranty claim and make an exception for her. Our corporate policy for warranty claims is standard and we will work with the customer on product replacement Ex: liner, pump, etc. we do not give cash refunds.If she would like a new liner or help on making sure that the pump is correctly setup to blow up the spa to the correct PSI we can reopen her case. She can call customer service and ask for a manager and we will get this in the mail for her. [redacted]
-Bestway

Hello,
We did receive Mr. [redacted] warranty claim and full filled it on 3/31/16, we show that the package was received on 4/5/16. FedEx Tracking Number #[redacted].
This claim has been considered resolved through our records, please have consumer confirm...

replacement.Thank you,
Bestway Team

Customer contacted our customer service department in June 2015 to alert us that the replacement part we sent was the wrong size (12x30 pool liner instead of a 12x36 pool liner).  Upon review we realized that the incorrect replacement was sent.  We immediately sent out the correct size...

replacement part on June 29, 2015 at our cost via Fed Ex and the part is in route to the customer.  Best,[redacted]

Hello,
We have spoken with Mr. [redacted] and finalized the warranty process and sent out a replacement part. Mr. [redacted] emailed a proof of purchase on 8/3/16, our claim process does take 24-48 hours to process - replacement sent out on 8/5/16 [redacted].
This warranty...

process has been completed, we are here to support our customers. Shall you need anything else please call our customer service department at [redacted]Best Regards,
Bestway USA, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Hi, The issue with this claim was that consumer never sent the IMAGE of the batch # requested. We have gone ahead and sent the new pump outside of our normal procedure for pump replacement/warranty as we do not want our consumer to be upset, the new pump was delivered on : Wed 7/29/2015...

10:26 am with [redacted].

Customer contacted our customer service department in June 2015 to alert us that the replacement part we sent was the wrong size (12x30 pool liner instead of a 12x36 pool liner).  Upon review we realized that the incorrect replacement was sent.  We immediately sent out the correct size replacement part on June 29, 2015 at our cost via Fed Ex and the part is in route to the customer.  Best,[redacted]

To follow-up on this complaint, I met with our Customer Service Manager and our system shows the following for The [redacted] complaint: We did receive the phone call filing the complaint about the hole in the pool liner. Per company policy we do ask the consumer to cut-out the bath ID code and send a...

picture of this. We ask that the batch code is cut-out for safety and keep track of any other issues that may have come from the same batch to identify any common problems and correct them on the manufacturer side. This is also for the consumers safety as the pool may not be usable and this ensures that they are not able to use a faulty liner. Our records do show that we called back once again to follow up on the image being sent and there was no response. This is standard company procedure, following this complaint our customer service manager did call the [redacted] again and left a message that we would be happy to make an exception to this procedure and just send them a new liner, no questions asked. It is 9/30/15 and we have no heard back to date.Again, if the consumer would like a new liner we are willing to make an exception for this complaint.Bestway USA, Inc.

Yes they did ship a replacement pump.  Yes it did arrive on the 15th.  They however did NOT call to inform me of anything.  I was the only person who made any telephone calls.  When I did call, I was informed that the pump had been ready since the 9th and was not picked up till that following Monday.  As far as I am concerned, this company sells below average product for an inflated price, has below average customer service, and does not stand by what they sell very well.  A pump should not just stop working 8 days after you purchase it brand new.  If that is the case as it was here, you would think the producer would make an extra effort to make the situation right and not make the consumer wait over two weeks for a replacement.  I will definitely not recommend them to anybody I come across in the future.  As I stated in my initial response after waiting a week for them to rectify the situation, I ordered and received a pump from another vendor 5 days before their pump arrived.  Will definitely spend my money with another brand besides [redacted]/Bestway in the future.

Hello,
We strive to please our customers as well as resolve any issues. We did call the consumer on July 9th to let them know that the replacement pump had been shipped. Our system shows that a new pump was delivered on 7/15/16.
If the consumer needs anymore assistance we are happy...

to help, internally we closed this case as "resolved".-Bestway