Doheny's Water Warehouse

My husband placed an order for pool chemicals. When the wrong product arrived he immediately called to let them know and rectify the situation. After speaking with multiple people and getting different answers he asked to get an email confirmation of what was discussed. We did not receive an email immediately. He awoke the next day to 373 emails from Doheny's with other people order info which included there name, shipping address, & last 4 digits of their credit card numbers. He then called Doheny's to let them know about this giant security breech. He spoke to a supervisor by the name of [redacted] who did not seem very concerned. Be warned that your personal information is not secure with this company.

Review: I bought a solar cover for my pool in May 2013. It had an 8 year warranty, but after just one year, it was falling apart. I sent in a sample, pictures, and another sample. The company refused to send me a new one because they said that it was a water issue, not a product issue.Desired Settlement: I would like a new cover.

Business

Response:

The solar cover samples and pictures provided do not show evidence of a manufacturer's defect as outlined by the warranty. The sample does however show significant amounts of chemical residue build up which would account for the issues they are experiencing. As a courtesy we have offered a 50% discount should the customer wish to purchase a new cover. They have declined this offer; however it still stands if they wish to do so.

Consumer

Response:

Review: On May 7 I ordered two products from the Doheny website. I ordered their Start-Up Kit #3 for 30,000 gal swimming pool (product 4898) and the Spring Pill (startup pill, 4069). These products worked great for my swimming pool the year prior. The order # was 050615-3000-581 with estimated delivery May 8. I received a delivery from Doheny's a few days later, but the products inside the two boxes were completely wrong. They delivered the Start-Up Kit #1 for 10,000 gal swimming pool and a package of the Solar Pills.

I called the company and indicated I had received the wrong order. The woman sounded annoyed at someone for makin the mistake, indicating "they must have just pulled the wrong product". She didn't really apologize or anything, but was friendly enough and asked me to hang on to see what she could do. She came back and asked if I wanted/could use the wrongly delivered items because I could keep them for 10% off their normal price and she would ship the correct items. I indicated I did not want the items and she stated that she would send a pickup request to FedEx and told me to tape up the boxes and leave them outside on my porch where FedEx originally delivered them and they would pick them up. She also indicated I would get a new shipment. Even though they made a mistake I was not offered any additional refund or percentage off, which was fine I just wanted my products.

A couple days later the correct products never came and I wanted to open my pool. They also never picked up their products. I called Doheny again and indicated that I no longer wanted the correct products. I wanted a refund and I would buy the products from my local pool store for convenience. The woman on the phone indicated she would "leave them a note to give me a refund" whoever "they" are.

It has been over a week since I last talked to them and there has been no refund issued to my debit card and they have not picked up the incorrect products yet, they have been sitting on the deck for over a week now. Also note, the products they sent cost far less than the actual products I ordered. So there was no confusion on that front. The phone conversations were very clear and all parties agreed, they just haven't held up their end of the deal.Desired Settlement: I want my money refunded for the original products that I ordered that were never sent. I don't care whether they pick up the wrong products or not.

Business

Response:

We have credited this customer in full for his order and advised him to either keep or discard the incorrect items at his discretion. We regret that there was a delay in re-shipment of the missing items that caused the customer to be inconvenienced.

Consumer

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.]

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.

I PURCHASED A ABOVE GROUND 18FT ROUND FROM DOHENYS IN 2014..I NOTICED A PEA SZ RUST SPOT IN IT LAST FALL.UPON WINTERIZING IT..I NOTIFIED DOHENYS...I DID EVERYTHING THEY ASKED PICS..WHEN I PURCHASED IT ETC...THIS POOLS LIL RUST SPOT BY THIS SPRING WAS GETTING LARGER MY LINER WAS PUNCHIBG THROUGH THE HOLE..WE WERE AT FEAR THE LINER WOULD START LEAKING..WE STARTED TAKING THE POOL DOWN..UPON OUR SURPRISE RUST WAS EVERYWHERE UNDERNEATH THE INSIDE OF THE POOL...I CALLED SENT MORE PICS..I WAS PUT BEFORE SEVERAL PEOPLE AT DOHENYS THEY WOULD NEVER GIVE ME A ANSWER OR IF THEY WOULD GIVE ME SOMETHING PRO RATED POOL WARRANTY OF ANY SORT NOT 1 CENT WAS OFFERED TO ME...LET ALONE IN 3 SHORT YRS 2 PUMPS BLOW UP ON ME THEY DID REPLACE THEM CAUSE THEY WERE STILL UNDER WARRANTY..BOTTOM LINE..DO NOT PURCHASE ANY POOL FROM THEM THEY MAKE IT YOUR FAULT AND THEY DO NOTHING TO CHANGE OR HELP...IVE BEEN WITH THEM OVER THIS POOL SINCE OCT 2015 ..THEY ACT LIKE IT WAS A MILLION DOLLARS THEY LOST..THATS FINE I WILL NEVER EVER ADVISE ANYONE TO PURCHASE ANYTHING OFF OF THIS POORLY OPERATED COMPANY..NO WAY SHOULD A 3YR OLD POOL RUSTED COMPLETELY OUT THE WAY MINE DID...THINK PEOPLE GO TO A REGISTERED CERT POOL CO WITH A WARRANTY THEY WILL BACK..DO NOT WASTE YOUR HARD EARNED MONEY WITH THIS PLACE..

Review: I purchased product # [redacted] ( 16 MIL 8 yr warranty / 2 yr full warranty ) in June of 2014. I used it for 2 months before closing the pool for winter. I opened the pool 6/1/2015 and the solar cover started falling apart after 1 month. I contacted Dohenys and told them of the problem and they said I had to submit a sample to the warranty department. After 1 week and no answer back I called them and they then told me my claim was denied. I told them that the product was used for 5 months and their catalog states that the product I purchase has a 8 yr warranty 2 yr full warranty. They said they would re look at my claim. On /31/20015 They called and said it was denied again. I think this is false advertising and if pool chemicals are going to cause the most expensive cover they sell to fall apart after 5 months, Why would I buy the most expensive.Desired Settlement: I would of liked them to honer their warranty that's in the catalog they send me 6 times per year. Its ridicules that their excuse is the chemicals in the pool cause this problem. This product is sold as the most effective solar cover anywhere and has a 2 yr FULL warrenty

Business

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.

Review: Purchased a pool pump and when it was delivered it had no on/off switch. When I called Doheny's I was told to plug and unplug it to turn it on and off. This is for a pool when there is water and electricity involved, so in my way of thinking a definite shock problem. I opted to return the pump and was told I would have to pay to return it. I explained that this was not going to happen and was then given a FedEx form to return the pump at no charge. Today I received a credit to my credit card for $127.18, $11.66 short of the original purchase price of $138.84. I guess this is their way of making me pay the return shipping charge. This whole company is a scam.Desired Settlement: I want the $11.66 returned.

Business

Response:

This customer placed their order online. The pool pump she purchased is not advertised as having an on/off switch and in fact there are very few above ground pumps that come with this switch. As the customer was indeed sent the correct item that she ordered she was responsible for the shipping cost back for credit. As a courtesy we paid for her return shipping and credited her for the product less the $10.99 handling fee per our return policy which is also clearly stated online and in our catalog. Her total credit was in fact $127.85.

Although this customer has already been accommodated well outside our normal policy we will credit the $10.99 handling fee as well and consider this matter resolved.

Review: I actually think this is also a misrepresenting a service complaint and a bait and switch complaint. We began ordering products from Doheny's in 2009. One of the first products we purchased was a above ground pool cover for a 24 foot round pool. It had an 8 year warranty, but we found holes in it in the summer of 2011. We cut a piece out of it as instructed and sent it back in and were approved for a new cover. Because a representative had told me I would not have to pay anything to receive the new cover, I refused to pay the $20 shipping fee. Doheny's rep. say they didn't charge me the shipping fee because I was a good customer. In the summer of 2013, we found holes in the cover that was new in the fall of 2011. So first, even though Doheny's advertises this as a cover with a 8 year warranty, it appears that they do not last that long. We were again told to cut out the area around the hole - 2 holes this time, and send them in. I did that and in mid June I received a call from [redacted] (Doheny's warranty) that I was approved for a 20% refund on a new cover since I was in the 5th year of my warranty. When I initially heard this message on my cell phone, it was very garbled and static filled. I forgot I had received until I was searching through my calls for another phone call. I decided to call them back thinking I had heard incorrectly. I spoke to a representative who told me that I had in fact heard the info correctly. That even though I had received a brand new, still in package, direct from the factory pool cover in 2011 - that would be SOLD with an 8 year warranty - because it was a replacement to my first cover, they considered it as me being 5 years into my 8 year warranty.

I feel this is false advertisement, and bait and switch. Doheny's has the consumer coming and going on this. They tell you you have an 8 year warranty on an item, that I believe they know will not last 8 years. When you have to have your cover replaced 2 times within 4 years, you only get a 20% refund.....UNLESS YOU BUY a new cover and then you get the full 8 year warranty. SO YOU RECEIVE THE SAME COVER IN BOTH INSTANCES, BUT YOU ARE ONLY COVERED BY THE WARRANTY IF YOU buy a new cover....if you replace it, you get 20% off. AND BECAUSE OF THEIR DIRECTIONS TO CUT A LARGE SQUARE OUT OF THE COVER, YOU CAN'T EVEN PATCH IT AND USE IT AGAIN.Desired Settlement: I want my full purchase price back from this company. I will NEVER buy from them again. I also feel that they need to put an asterisk and note saying LIMITED 8 YEAR WARRANTY on the pages in their catalogs where they sell covers. I would have questioned them on what that meant if I had seen that.

I also want other people to know what kind of company they are dealing with. Even though I spent thousands of dollars there in a few years, they refused to provide with a new cover at no cost. They said that they removed the shipping cost of the first cover back in 2011, and that was customer service enough. IF THEIR COVERS HELD UP LIKE THEY WERE SUPPOSED TO I WOULDN'T OF HAD TO HAD ANY REPLACEMENTS.

Business

Response:

This customer originally purchased their winter cover on 8/31/09. The cover was replaced under warranty on 8/5/11 at no cost to them. The warranty information received with their initial purchase clearly outlines the proration amounts by year as well as the fact that the customer is responsible for the shipping charges. The shipping charge was waived in 2011 when the cover was replaced. This customer feels that since the cover was replaced in 2011 that their warranty should also start over at that time. Using this logic the customer could theoretically continually replace their cover prior to the expiration of the warranty indefinitely and never have to purchase another cover. The intention of this warranty (as with any product purchased) is to cover manufacturer defects in an item. The warranty was approved in both cases. A replacement cover was sent in 2011 at no cost to this consumer. The original warranty on the cover paid for is still in place however they are now in proration. We have offered to waive the proration and send a replacement with the customer having to only pay the $20.00 shipping fee. The customer indicated that she did not feel this was adequate and would contact us back with her decision.

We have provided one replacement already at no cost to this customer and have offered to waive the proration percentage which is now in effect in an attempt to resolve this issue. We will await their decision however feel that we have in fact already gone well outside the stated warranty terms and have offered a reasonable solution to their complaint.

Consumer

Response:

This is a marketing company that sells pool supplies and cares little about customer service. Purchased a Pool Boy Pool Reel and had nothing but problems. Call after call did not solve the problem. Order shipped was incomplete and did not know it was incomplete until we found what was needed was not sent. Then, numerous phone calls with people that had no knowledge of how to solve the problem. Tried numerous Doheny's phone numbers and all are the same customer service department. But, after numerous phone calls finally found a person who understood the problems and helped to solve the issues. Wrote a bad review on Doheny's web site and it was never published! Every product will get 5 Stars when they only publish those reviews. I am sure some Doheny customers have not had a problem, but if you do -- get ready for a frustrating experience.

My experience ordering from this company came along with a lot of stress and empty promises. They advertise next day shipping all over and when it doesn't work that way point out where to click to dig deep into their website to find out that's actually not the case. From the supervisors Kara and Laura up to their operations director Paolo no one wants to own a problem, I offered to pay with my own shipping account to expedite the order but everyone took an extremely long amount of time to get back to me delaying that option as well. Now with it being shipped late, I need to take another day off of work to wait at home for a delivery because no one will call with an estimated arrival time. If they spent half as much time training their staff to work with customers to resolve the problem as they do pointing out where to find the small print to blame the customer this wouldn't have been a problem at all.

Review: On Doheny's website they offer free "next day delivery" to areas indicated within the map they have online. Nevermind the exorbitant handling fees, this would indicate that the product I order/ordered would be delivered the next business day. Upon looking at my order placed on 9/24/15 which has not arrived yet, it states it's still "processing" and NO tracking number given so I am at least able to track my paid order.

I understand that their fine print states that "next day delivery" may take up to 5 business days and read it after I placed order, but it should not state next day delivery if that's the case! It should read "NEXT DAY SHIPPING"! This is very misleading, especially when the product ordered was needed as soon as possible in an "emergency" situation. It is now Monday evening, 9/28, and not ONE WORD from Doheny's regarding my order, or even a reply to an inquiry into where it is. I just see that it's "processing".

This is unfair practice...advertising next day delivery when it cannot get to a customer in at least three days. I would better understand if it read free next day shipping. But that still doesn't excuse the lack of response or the lack of a way to at least track my order. This action is creating a situation where I now have to worry about going elsewhere to buy one right away (a pump to replace a defective one) and also spend money on chemicals to clear the water, a situation created by no filtration or circulation.

Above all else, and the least that should come of this is changing the misleading business practice of advertising free "next day DELIVERY" when in fact it is not. It should read "next day shipping" as to not mislead. Or, they should correct their "map" designating where this misleading service applies. My area was well within the next day criteria.

This complaint is just regarding misleading business/advertising practices. Further application of filing another complaint will be the arrival...or lack thereof...of my pool pump.Desired Settlement: In short, I need my product ASAP which is why I purchased through this company.

Business

Response:

This

customer placed his order at 11:30pm CST on Thursday, September 24,

2015. It was processed and shipped on Friday, September 25,

2015. He should have received an order confirmation as well as a

shipping confirmation (which would include his tracking number) to his provided

email address. We ship FedEx Ground Home Delivery who deliver

Tuesday through Saturday. His pump was delivered on Tuesday, September

29, 2015 at 8:35am EST.

We do have hundreds of items that are available for next day

delivery. The pump he ordered is not, nor is it advertised as, a

next day delivery item. We have attached screen shots showing the home

page where the customer is directed to the next day delivery

policy. All items available for this service are clearly notated on

the product page as well as in the shopping cart prior to the customer

proceeding to check out.

Our shipping policy is not deceptive or misleading and the customer, in fact,

had multiple opportunities to decline to purchase based on the shipping time

frames displayed throughout the shopping and ordering process.

Review: I bought a pool cover from Doheny's with a 5 year warranty. The pool cover is not even 1 year old and has several holes in it. This caused me to spend 100's of extra dollars in pool chemicals to get the water clean and stable. I sent in a piece of he defective cover and after waiting several months they inform me there is no problem with the cover. It has at least 6 holes in it over a foot square. The cover started to come apart so I contacted them and was instructed to send in a swatch. This was done as soon as I could get to the holes and remove a piece. The cover is STILL not even a year old. It is defective and they will do nothing about it.

The cover is folded up and stored. I can send pics to show the holes. It is junk!!!!Desired Settlement: I want to get my money back so I can buy a new pool cover from another supplier...

I will NEVER buy ANYTHING FOR DOHENY'S EVER AGAIN!!!!!!!!!!!

Business

Response:

This customer ordered their winter cover in 2011. We received the sample in July of this year which did not show signs of being a manufacturer's defect which was communicated to the customer in July as well. The customer indicated that he felt we had shipped him a replacement in 2012 which he installed and had issues with in 2013. While we are working with the customer on the replacement of the original cover we will not credit the purchase as the terms of the warranty cover replacement of the item only.

I ordered a pool pump on Tuesday and was told that if ordered before 4:00 that is would ship the same day with "next day delivery". I ordered before 4:00 and did not receive it on Wednesday. I called Thursday and they said it would ship today and it would be their on Friday. I called back Friday and they said it would not be there until Monday well this made me very upset because we were going to install it during the weekend. They really didn't care. When I pointed out that is states next day delivery all over their website she told me she know and they get complaints constantly. I said I would like to take to a manager and they were not available and was told he would return my call. I never received a return phone call. The pump did show up Monday afternoon but not at all what was promised. Very false advertising.

Review: I ordered a pool liner for an above ground pool. I gave the measurements to the sales person over the phone. They helped me determine the size needed. When the liner was delivered we unwrapped the liner and it did not fit. Way too small. We did not go any further. We folded it back up and immediately called Doheny and told them what happened. They said no problem just return the liner for a refund.

I called back to get the shipping information for the return and now they will not except it. I am out $350 because they are not willing to work this out.

I will never use or recommend this company again.Desired Settlement: I would like a refund. I think taking off a small percentage for the package being opened would be acceptable. The product was not used or damaged in anyway. Thats a lot of money that is now wasted because I trusted this company.

Business

Response:

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.?

I ordered a pump, filter and valve package from Doheny's on May 25th around 7:00 PM. I specifically ordered from Doheny's because they splashed "Free Next Day Delivery" all over their website. Since the order was for a large item, I specifically checked their map and the model number to ensure that this item was a next day delivery item,. According to their website, this was a next day delivery item. I didn't receive an order confirmation for more than 24 hours (8:35 PM to be exact.) When the order confirmation came through, it listed the delivery date as JUNE 4!
I called the customer service number listed on the email for my order confirmation. I spoke to a man there who indicated that he would forward my concerns to customer service and I wold receive a call the next day. Obviously the customer service number doesn't really ring to customer service.
Not hearing anything by 9:00 Am the next morning, I called again. This time, their customer service line rang through to the in ground pool liner division. Good phone system! After getting transferred to the customer service department I spoke with a young lady. She told me that the product was being shipped that day and that I should receive it before the 4th. I pointed out to her that if the 4th was the scheduled ship date, which is a Saturday, then why would I not receive the next day shipping and get the item this Saturday. Then she told me that they weren't shipping on Friday, Saturday, Sunday or Monday because of the Memorial Day holiday. I asked her to settle on one lie and just go with that since she obviously wasn't telling me the truth.
I then asked for a manager. After five minutes on hold, the young lady came back ans said she found out what happened. Since my order was large ($870.00) and I was a new customer, they held my order up to verify it. She indicated that they were willing to waive the handling fee ($11.00!) and give me a credit for $75.00 for a future purchase.
I promptly asked why the item was not being shipped next day delivery. She tried to tell me that I was not in the next day shipping zone, which, of course, I knew to be false since I had specifically checked that on the website. She then told me again that they were not shipping on Friday of the Memorial Day weekend. (Lies again.)
I asked why I should ever purchase anything from them again. Of course she had no answer. I then asked to speak to the manager. Even though she was able to speak to the manager and get the proposed credit for future purchase she insisted the manager was not available. I left my name and number and asked to be contacted when the manager was available.
Several hours have passed. No return call.
Why would anyone buy from a company that treats their large purchasers this way! I shutter to think if I had purchased some thing small.

Purchased solar blanket from Doheny's 04/30/2012. It is to be under an 8 year warranty. This would be the fourth year using this solar cover. Under their guarantee, I should be only billed for 50% for a replacement. After speaking to someone about how to file a formal complaint, I was told to send an 8" x 10" piece of my solar cover for their inspection. Clearly the cover was deteriorating. After speaking to someone about the status of my complaint, she stated there was no damage to the cover and would not be replaced. My cover is torn in four large pieces with bits of the cover floating in the pool. Yet upon their inspection was found to be okay. Hence, I ended up purchasing another pool cover from another company. I will never deal with Doheny's Warehouse and have put the word out to my friends who have pools never to purchase anything from them as they do not stand by their guarantee.

I have used Dohenys for pool equipment supplies since 1996. Up until today I have always been happy with their service &equipment. I went to install a new sand filter I had just received from them to find out that there directions were absolutely horrible & that they did not explain many of the parts. When I called technical support I realized that they have no one in that department willing to help. I was told to go online to their website to watch a video & figure out the parts myself. when I asked to speak to a manager I had to leave my number & they would call me back. I waited for an hour & a half with no call. I went online to find they didn't offer a video, as I was told. I called back & after waiting on hold for 15 minutes was hung up on before even hearing a voice.I called back again but pretended I wanted to order a product instead of technical support. The woman was very polite when I asked to speak to a manager, she took down me phone# to have a manager call me back but was unable to tell me if I would receive the call today or when. they claim to have 24 hr service but I called during normal business hrs & received nothing but wasted time.

Absolutely horrible customer service! Free next day delivery. Ordered on 5/8, haven't received it on 5/21. Customer service is no help at all.

I have several times over the last few years asked up to the highest level on the phone for Donehy's to stop sending me catalogs. Was promised it would stop. But here is another one. I demand not one more comes through my mail slot.

We ordered a above ground pool liner from Doheny's and when we received it the next day my husband went to put it in and discovered it was the wrong size. We called customer service they told us to send a copy of order form where it says 24ft and a piece of the box that had 27ft and a 1ftx2ft piece of the liner and they would send a replacement liner. I called after 4 days to see if they have received it yet. They said that they have not then on a Friday I called and they said that the person in mail room has been out and they went to check while I was on the phone and the lady said yes she had found it and will process it right away. I called back on Monday (today) and was told that they have not received it after I asked to speak with manager she said they have not received it and would not listen when I told her that they found it and had it in their hands while I was on phone. The manager said they will send me out a new liner today so we will see if we get one. It is June 9th My kids could have been swimming but we still are waiting on Doheney's I will think twice before ordering from them again.

Review: I bought the most expensive solar pool blanket with a "8 yr warranty / 2 yr full warranty". At 15 months the cover started falling apart. I have been a pool owner for 20 years and have never had this happen. I wrote Doheny's and sent 2 samples of the "failing" bubbles on the blanket. I have hundreds of little plastic circles floating in my pool. My pool has a salt water system so no chemicals are "dumped" into the pool. I have followed all the maintenance and care instructions and cleaned, dried and stored the cover last winter exactly as instructed. The cover was bought mid summer last year and did not last this summer.

According to Doheny's customer service *What is covered in the warranty are seams and manufacturer defects, if available please submit the separated seam for warranty.

PLEASE BE ADVISED, the warranty as stated on your warranty card excludes: faulty installation, improper acts of others, damage due to abrasion or grommets pulling out and acts of god (horrific weather conditions).

To me this is clearly a manufactures defect. Not sure what else it could be? Again it was the most expensive solar blanket they sell with the best warranty available.Desired Settlement: Doheny's needs to stand behind their warranty. I would have never purchased their product if I knew it would only last one summer and then clog my pool filters with plastic debris.

Business

Response:

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.?

Consumer

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.]

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,