Doheny's Water Warehouse

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.

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 9/27 and is scheduled to deliver on 9/29.   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.

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. 
Regards,
[redacted]

This customer purchased a Clear solar cover in 2014 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 7/5 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.

[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] I will wait to hear back from them. Thank you,

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.

We have attempted to contact the customer by phone on 8/1 and have left a message to contact us back, we have not yet heard back from the customer. We 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 merchandise. The customer would have been responsible for returning the merchandise, they did receive a full merchandise refund of $269.99.

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.

We have reached out to the customer directly to resolve the situation. Customer has been issued a prepaid return label to return the defective unit back to us for a refund. Customer will be refunded upon receipt of the merchandise.

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.

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.

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.

The warranty on the cleaner purchased by the customer is held by the manufacturer directly.   As a courtesy to this customer we will be bringing this unit back to our warehouse and providing the customer with a merchandise credit for use on a future purchase.  The customer has...

indicated that they are satisfied with this resolution.

We do advertise free shipping on this product, which we did not charge the customer.  There is a handling fee on all of our orders which is noted online as well as in our catalog.   The customer was aware of this handling fee prior to placing the order.    As the...

product did not fit his particular application, he was more than welcome to return the product for a full refund.  While we disagree with his points in this complaint, in the interest of customer satisfaction we have credited this customer in full.

[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 complain. They will be crediting me in full for the missing items as requested. In reference to complaint ID [redacted], I find that this resolution is satisfactory to me. 
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.  I apologize for missing your call. 
Regards,
[redacted]

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.

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.

Review: Order an incorrect size pool solar cover (I ordered a 15' Round Cover when I need a 16 x 32 rectangle cover). Called them up to see if I was shipped the wrong one and realized that I may have clicked the wrong one when ordering. They stated I could return it for a refund and that I would have to pay for the return shipping. I had the cover for approx. 24 hours in my possession. I shipped it back and they received it. They called me to state that the cover was wet and is non-refundable. The cover was not used nor was it wet when I shipped it back. It is 30 degrees in South Carolina and I would have no use for a solar cover now. They stated that when they received the cover they could feel the water on it..I am not sure how the water(if there really was any) would not evaporate after a week of sitting in the box/being shipped back to them. They also do not want to ship the cover back to me. They state that I would have to pay a company to pick it up. So now they have my money and their product.Desired Settlement: They need to either refund my money back or send me back the cover. I was verbally told on the phone that if I did not use the cover it would be returned. I had the cover for 1 day before putting it back in the mail.

Business

Response:

Our return policy specifically states that items may be returned in new condition for a full refund. The customers are advised to return items insured to cover any possible damage by the carrier on the return trip back. This customer indicated that he did not purchase insurance on the item and believes that we should credit him or ship the cover back. We shipped the cover to the customer in new and dry condition. It returned to us wet and therefore cannot be resold. We have the product available for pick up by the customer whenever he would like to make the arrangements. We did pay for the initial shipment of the cover and do not feel that we are responsible to pay for the shipping again or credit for a cover that cannot be resold which we will be forced to discard.

Consumer

Response:

I am not satisfied with the company's response because the cover was not shipped back wet. I had the cover for one day and returned it in like new condition. Furthermore if the cover did get any water on it during transit (as the business claims) this should not prevent me from getting my refund. A solar cover is meant to go on a pool. I do not see why if it got moisture on it while being shipped this should be my problem. I feel that the company is trying to put the blame on USPS so that they do not have to come out of pocket for the return. This company has multiple bad reviews and many complaints to the Revdex.com. I think they should be looked at closely. Apparently they tell all of their customers who wish to speak to a manager that they are in a meeting right now. That is another made up excuse to avoid handling a situation. The cover was returned NOT used. I have never had this much difficulty returned anything.

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Business

Response:

As previously stated this cover returned to us wet. Although a solar cover is intended to be used on a swimming pool, it is shipped rolled up in a box. If the cover becomes wet, it cannot be re-boxed for resale in this condition as it becomes mildewed. The customer was advised to prepay and insure the item as damage does sometimes occur during transit. His recourse would be with USPS in this case. If in fact he gave the cover to them dry this is how it should have arrived at our facility. This customer spoke to a Supervisor, the Assistant Manager and the Manager regarding this issue all within less than 30 minutes, therefore his comment regarding being unable to speak to a Manager has no basis in fact.

As a courtesy to the customer we will be crediting for the cover today and discarding the product.