Doheny's Water Warehouse

As stated previously, this item had a limit to the quantity purchased and stated such at checkout which this customer circumvented by placing each order individually; whether or not this was done intentionally is irrelevant Again, she has been advised repeatedly that these orders will not be shipped and she has not been billed for them

We did make arrangements with the customer to have the product returned to the manufacturer for credit They have notified us that they have not inspected the product as of yet and therefore have not issued credit We have been attempting to work with the customer regarding this, however it was difficult to do so when he was repeatedly verbally abusive to the supervisor attempting to resolve his issue Although we have not received credit from the manufacturer, we have credited the customer in full for the item in question Depending on his financial institution, he should see the refund appear on his credit card statement within the next 3-business days

We have spoken to the customer, and although the issue he is experiencing is not covered under warranty we have sent him a new cover as a courtesy The warranty on the cover, if approved, is a replacement warranty only and as such no credit will be given

The warranty on the liner purchased is held by the manufacturer directly as outlined in our catalog and online advertising We have reached out to the manufacturer to review the complaint made here by this customer and are awaiting a response We hope to hear back shortly and either we or the manufacturer will be following up with the customer directly

With regard to the first purchase, a warehouse shipping error occurred resulting in the wrong cleaner being delivered to the customer The customer was provided a pre-paid shipping label for return of the product and has been credited in full The second cleaner he purchased was the exact same price, he was not charged extra for our error We supplied a pre-paid label for the cover he stated was used which returned to our warehouse today; he has also been credited in full for this purchase

We ask for a sample so that the customer does not have to return the entire cover for replacement A replacement was processed for this customer on the afternoon of 9/26, shipped on 9/and is scheduled to deliver on 9/ We simply ask that he return the sample once the new product has been received and has been installed When requesting an exchange, it is not unreasonable for us to request the original, or in this case a sample, be returned

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I am very satisfied with how Ron @ Dohney's handled the situation after finding out the heater was in fact faulty Everything that I requested as far as them replacing the heater and having Doheny's pay for the install was exactly what they did The situation was resolved with complete satisfaction My disappointment in Dohney's has been restored to being satisfied with them Hopefully we can remain with a possitive business/customer relationship Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Again, there was only one charge, which was reversed by the financial institution and then reinstated by them after their investigation of the charge-back The product was ordered online and shipped to the address supplied which differs from the one she references here We have repeatedly tried to relay that although she may have spoken to her financial institution previously, as the cardholder she does need to contact them again to discuss any further remedy to her situation

Again, we would like to point out that the screen shot provided does list the remote as optional in the description with the features the remote offers The only option available for purchase in this screen shot is the Remote control unit which is clearly noted as the Remote control unit The remote control is listed on the same page as the cleaner so that customers can identify that they are purchasing the correct remote for their cleaner In addition, we have attached a screen shot of his order confirmation which was sent to him within minutes of placing his order listing the [redacted] Remote Option he ordered This is not deceptive advertising

Due to the delay in shipment of the original parts requested, we instead shipped this customer a complete box of replacement parts for his unit We did leave a message to advise the customer as such, and the product arrived to his residence today

As the distributor of this product it is received in and shipped out directly to the customer This was not a returned or "reject" pool as stated by the customer When he initially contacted regarding the missing hardware (which was sent to him) he did not mention any damage to the pool wall, nor was the damage noted on the delivery receipt The pictures sent by the customer do show some wrinkles in the wall which are consistent with damage typically caused during installation and not by any type of shipping or packaging issue

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]The response from the business would be satisfactory but for the fact it is untrue The only reason I contacted Revdex.com is because the business failed to offer a resolution!! Its only response to me was that they had to await word from THEIR vendor to see how THAT ENTITY wanted to proceedAfter that, I heard nothing despite two more attempts to contact Doheny's; the last one saying I would be contacting Revdex.com if I didn't hear backAt this point, I want a point, I want a pre-paid postage return label and a full refundThank you Regards, [redacted]

We have credited this customer in the amount of $which is the amount of the handling fee as well as the discount offered The website does outline the next day delivery policy which states that unexpected demand could cause the item to ship from an alternate warehouse making the product unavailable for next day delivery We apologize for any inconvenience this may have caused

The listing for this product includes separate options for the purchase of the vacuum or the remote control unit for the vacuum The line item he chose was for the remote control unit and is labeled as such His order confirmation clearly shows that he ordered the Dolphin [redacted] Remote Control Unit We do not believe the item he purchased to be falsely advertised as it is clearly labeled as the remote control unit only

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I received a very nice voicemail from Doheny indicated the same response they have made here on this complainThey will be crediting me in full for the missing items as requestedIn reference to complaint ID [redacted] , I find that this resolution is satisfactory to me Regards, [redacted]

The sample submitted by this customer showed no manufacturers defect as defined by the written warranty received with the product Furthermore, we did not receive the email with the photographs that she references in her complaint There was no misrepresentation of the product or warranty We have spoken to the customer who subsequently sent the pictures to a Supervisor which did show a separation of the seam which is covered under warranty The cover is being replaced upon receipt of the shipping cost per the terms of the warranty

This order was placed on 5/and shipped on 6/after undergoing a preventative check for fraud designed to protect the purchaser from possible credit card theft Their product delivered on 6/ It is an item that is normally available for next day delivery however we were out of stock in the warehouse closest to the customer which caused a one day delivery delay This is noted that high demand can sometimes cause a delay in delivery We apologize for any inconvenience this delay may have caused

We have attempted to contact this customer on several occasions now and the phone number simply rings and rings before stating that the customer is unavailable and disconnecting. We have also reached out via email and have offered a merchandise credit for the inconvenience. We... would be happy to speak to her and resolve this issue but have been unable to reach her.

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Reviewed my concerns with them and was satisfied with the replacement cover provided to me Regards, [redacted]