Doheny's Water Warehouse

It appears as though there was some miscommunication regarding the condition of the liner for which a return was requested. The customer has indicated that the liner is in new condition and we have made arrangements with them to have the liner returned for credit. The customer
has indicated that they are satisfied with this resolution to the issue.?

This customer placed his order online on Friday, 5/29/for the pool cleaner he references. The order was placed at 5:52pm and was processed on Monday, 6/1/15. The order shipped directly from the manufacturer as demand had caused the item to be out of stock at the
time he purchased. Our website does have a link which explains our next day delivery policy. The policy clearly states that "While we try our best, unexpected demand can cause products to occasionally be out of stock or create a warehouse backlog that also can prevent shipment the day of the order." We received a tracking number from the manufacturer on 6/when it shipped which we provided to the customer. The product was delivered on 6/9/15. We did compensate this customer with a merchandise credit for use on a future purchase for the delay in receipt of his order
We do outline our shipping and next day policies on our website where the customer placed their order and maintain that no advertising is taking place. There was no attempt to mislead him by not providing a tracking number, we simply had not received it from the vendor until the product shipped

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

We have spoken to and credited the $to this customer's card. While the offer received once providing your email address does in fact state that the order must be over $100, we have also added verbiage to the pop up box indicating this to avoid any possible confusion in the
future

While we disagree that the pictures clearly show a manufacturing defect, as a gesture of good faith we have spoken with the customer and offered compensation for the issue which he has accepted. Given the opportunity, we would have worked with the manufacturer on the customers behalf prior to the pool installation being completed, however we did not receive notification of the issue until after the pool had been installed and filled with water

The particular product that this customer ordered was limited to per customer and indicated this on the website at check out. Although asked, she did not specify in her chat conversation that she was looking at purchasing this particular item or she would have been advised the
same. The orders that were not shipped were cancelled and she was billed only for those that did ship. She was advised of the cancelled order status. We are in no way advertising nor did we collect any funds for orders that did not ship

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

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We have contacted this customer and explained the warranty to him - the terms of the warranty covers replacement of the product only, not refund. We did offer to waive the shipping cost of the replacement cover being sent under warranty which he has indicated would be an acceptable
resolution

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]
Regards,
*** ***

On Fri, Nov 13, at 12:PM, *** *** *** wrote:Thank you for your help. Doheny called this morning and said they would be sending us a letter for us to sign with instructions to send a check for twenty dollars for shipping and they would send us a "one
time courtesy replacement cover". Apparently they still will not acknowledge that this cover is under a two year warranty but your intervention did help. Thank you Revdex.com

We did in fact reach out to this customer on 6/and left a detailed message with no response. A prepaid label is being provided today for return of the item for credit, however if he would like to contact us back per our request, return of the item may not be necessary. If he chooses not to do so he will be credited promptly upon return of the merchandise to our warehouse

We have spoken to this customer, and although the defect she describes is not covered under the terms of the warranty, as a courtesy we will be replacing her cover. She indicated that this was an acceptable resolution to the issue.?

We have spoken to this customer who indicated that the box and cover inside were labeled correctly, however it appears that the cover was cut short by the manufacturer. He will be sending pictures of the cover on the pool and will be credited the $upon receipt

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 6/3. 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 left a message for this customer to contact us regarding the return of his item - we would be happy to arrange a return and credit for the product

[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 ***, and find that this resolution is satisfactory to me. This would not have been turned into the Revdex.com if they had said they were shipping a new cover. I was told by Customer Service to cut out an X piece of the cover and return it so the warranty claim could be reviewed. I felt that this was unreasonable to destroy the cover and not know if they would replace it. The rep said they would probably repace it, but I did not like the probably. I had pictures but the lady would not accept pictures, only the sample.I then started to look at the Revdex.com site and decided to elevate the problem.I thank Doheny for this resolution. All other comuinication could have been avoided and not require me to destroy if their rep had accepted my pictures and not require me to destroy the cover
Regards,
*** ***

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

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