Bestway USA, Inc.

Hello,
We have sent out a new pump to Ms. [redacted], we do apologize for any frustration. We do have a standard warranty process and the claim was started on 7/12/16, we needed a proof of purchase which was received into our system on 7/18/16. We shipped out [redacted] overnight on 7/20/16 #[redacted]...

[redacted] and the new part was received on 7/21/16.If Ms.[redacted] needs anything else please reach out to our customer service team and request to speak with a supervisor and we can reopen the claim or assist to answer any product questions.
Thank you,
Bestway USA, Inc.

Hi,We sincerely apologize for this consumers experience, I have communicated with the Customer Sales Manager on this, since the Revdex.com complaint we have reached out via phone and messages three times. This pool/product is first year on market and we have identified in some cases the rusting and...

have frames that are being ordered in for replacement. We would like to replace the customers frame brand new for them so that they have this for next season. We are waiting on the shipment from our China office, which will be here at end of season, again, the consumer will receive a brand new replacement frame for next season. Our customer service Manager Marc D[redacted] is handling this, if there are any direct questions for the consumer on this case - please contact Marc directly at ###-###-####.Thank you!Bestway, USA, Inc.

Dear [redacted],We do apologize for your experience, we strive to offer our customers the best service in the industry. I have followed up with our customer service department on your complaint and we do note that you did call in and we did ask for you to send in pictures as well as proof...

of purchase which you did do, this is standard process. Unfortunately, we were out of stock on your particular pump from 7/22/15 to 8/24/15. I do see in our system that a pump was sent out to you and delivered on 8/27/15 FedEx Tracking #[redacted]. We would like to resolve any other matters that you may have at this time. Please contact our customer service department and ask for a manager if there is any other assistance needed in regards to your claim.Thank you,Bestway USA, Inc.

Hello,
We do apologize and understand the frustration for [redacted], however, we do not refund the cost of water and this is industry standard across the board. We are more than happy to assist with the warranty process and replacement of the liner or any other issues that the consumer...

faces that are outlined in the standard warranty. Please have a proof of purchase handy and call our customer service line at [redacted] to start this process.[redacted] can request to work with a supervisor to expedite this process.
Thank you,
Bestway USA, Inc.

Hello,
We have spoken with Ms.[redacted] per our warranty process for pool liners we have communicated that we can send her a replacement liner for her pool, however, we do not process cash refunds as this is outside of warranty claims and how they are handled. If the consumer would like to...

accept a replacement liner per discussion with our customer service we are more than happy to send out a new one. It has been stated that we do not send cash refunds on this product.For a replacement please re-open your claim by calling [redacted]

We contacted the customer directly. There was a replacement 1500 Gallon filter pump sent and is due to arrive July 17, 2015. In addition we have [redacted] Expressed a larger 2500 Gallon Filter Pump to arrive on July 14th. This customer will have two filter pumps for the pool, with one being larger 2500...

Gallon Filter Pump which will circulate and clean the water above standard for their size pool, this will allow the customer to have two working pumps in case there are any issues with set-up and ongoing maintenance. With two new replacement filter pumps and one being larger for their size pool, customers will have the proper pump in place to filter the pool water and an extra on hand in case of any future problems. Our Customer Service Manager has given this customer their direct phone number to contact if there is any need for questions, etc.