Doheny's Water Warehouse

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
I have had several solar covers and all of them have lasted at least yearsIt is unacceptable to me that a cover with an year warranty should only last yearI wish to have my comments noted so no other consumer will be stuck shelling out money every year for a cover that should have lasted many years
Regards,
*** ***

This customer received the incorrect item due to a shipping error only - not a bait and switch. She was provided a shipping label while on the phone with the customer service representative and once the incorrect item was dropped off with FedEx the correct item was shipped. This
procedure is not unique to our company, and she was certainly not shipped the incorrect item intentionally. She has been compensated for her inconvenience and has indicated to us that she is satisfied with the outcome

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
*** 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

Due to a system error this customer was authorized for the amount in question but not billed. We did void the authorization for her and left her a message that this had been completed. We sincerely apologize for any inconvenience

[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. I would like to add that after submitting my complaint I received a phone call minutes later saying that after reviewing my order and talking to another supervisor that they would allow me to return the item for a new one. I wished they would have done that right from the start. Thanks you for clearing this up and I will learn to check my packages within the day period
Regards,
*** ***

This customer purchased a Clear solar cover in and submitted a sample for warranty consideration this year. The warranty was denied due to weatherization of the cover itself. They purchased a new cover with a discount applied - this time they purchased a blue solar
cover. The order was sent to the warehouse and presumably shipped that same day on 6/27; FedEx claims to have not taken possession of the item. A replacement was shipped immediately after the holiday on 7/and delivered to the customer on 7/6. Although not covered under warranty, we have decided to make an exception due to the order issues this customer has experienced. We will be crediting the customer back for the new cover purchased less what she would have paid for the shipment of a replacement cover under warranty. We have left two messages for the customer attempting to resolve this issue with no response

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

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

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; however, the business did not leave any message or advise me of the status of the order as they stated in their responseThat is simply untrue as I still haven't heard from anyone at Dohenys after many, many attempts (not even a simple apology)I have received the replacement parts, but the business would be best served by investing in customer service training, operations management, and customer relationship management

[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. 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,
*** ***

Despite the fact that the samples and photos provided by the customer showed no signs of what is considered to be a manufacturers defect we have agreed to replace this cover under warranty. The customer indicated that this resolution was satisfactory to them

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

[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,
*** *** I will wait to hear back from themThank you,

This customer was already issued an pre-paid RMA on 5/22/for the cleaner to be returned for exchange. We spoke with him again today after receiving notification of this filing and he indicated he had been taken care of already

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
Doheny, no name given, left a message on my phone, and sent me an email, telling me that I have to contact Citi Bank to resolve this problemI have contacted Citi BankThey told me to contact Doheny because the product/package was delivered.My credit card was not stolen! I don't know the person, Sherry Patton, who they claim made the charges, and nobody by that name is authorized to make purchases on my accountDoheny claims the product/package was delivered to Plaza Dr., Baldwin Park, CA There is no such address! I was prepared to go knock on their doorThere is no such address!My credit card was not stolenThere are no other charges, except the two made by DohenyThe fraudulent charges were made because Doheny did not confirm authorized users, did not confirm the security code on the back of the credit card, and still cannot give any delivery confirmation because there is no such address.Attached is a copy of the email Doheny sent meAlso attached, is a copy of the 10/06/charges paid to DohenyThey need to issue a refund for the charges they made to my cardDoheny caused the fraudulent charges! They need to reverse them!
Regards,
*** ***

I erroneously "sent" my rejection letter without finishing my entire thought process...I left off saying that the "Chat" representativenever inquired about the product I was looking to purchase; they simply answered my concerns and that was itWhy would I putmyself in such a precarious position??As far as being advised of the cancelled orders, I sent an email inquiring on the status of the orders the following dayThe emailwas not answered, so I decided to call the store and one individual named *** said the orders were cancelled; as stated in myoriginal complaint, I called back a second time and it was when I was talking to Stephanie she told me that of the orders hadbeen shipped and the rest of the orders were cancelled!!! I was not told of the fact that Doheny's took it upon themselves to cancel all of the other orders!! I am running a business; where is the communication? To this date, I am STUCK with orders that need to be shipped; my customers are depending on me....as settlement to thissituation, I ask that Doheny's fulfill the orders they confirmedI would ask to re-verify orders to make sure everything is in order

[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 I apologize for missing your call.
Regards,
*** ***

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. I have forwarded an earlier email with pictures of the item and item description as it appeared on the Doheny store website; nowhere did it appear or was it mentioned that there was a limit on purchasing this productAlso, when there is a limit on purchases,the computer stops you from processing and paying for the order, ie, cancels your order once the limit is reachedThis situation never occurred; I even received confirmations of each and every order! When discussing the drop shipping on the online "Chat" with a customer service representative, at no time did they ask what the item was; they just answered that "yes, they sold to drop shipping companies and that all I had to do was place orders as I sold them with the respective shipping addresses.
Regards,
*** ***

We have attempted to contact the customer by phone on 8/and have left a message to contact us back, we have not yet heard back from the customerWe need additional information as the customer indicates they received the wrong item but the item returned to us is the same as the item ordered
Unfortunately we do not offer prepaid returns on merchandiseThe customer would have been responsible for returning the merchandise, they did receive a full merchandise refund of $

This order was placed on Sunday, July 31st and shipped on Monday, August 1st as promised by the representative she placed her order with. There were packages total that all shipped from the same location on the same day. Two packages were delivered on Tuesday, August 2nd and the
third is scheduled for Wednesday, August 3rd. While it is unclear why the third package has been delayed, they were all shipped as promised and should have arrived the next day. Once the packages have left the warehouse the order cannot be cancelled and must be returned for credit. This customer has decided to keep the product including the third package arriving today and we have credited the handling fee for the delayed delivery of the third package