Doheny's Water Warehouse

Review: I ordered 50 pounds of 3 inch chlorine tablets, but I was sent 50 pounds of brominating tablets instead. When I called customer service, I was told that I would have to return the product to a FedEx center. After much arguing, they finally agreed to have it picked up. I asked if my original order could be sent immediately, and I was told no--not until the return was processed. Now, I find this very unreasonable when the product mistake was the company's fault and not mine. They PROMISE 24 hour delivery of all chemicals--and I did not receive what I ordered in that time frame. In order to stand by what they advertise, my order should have been sent immediately.Desired Settlement: I want my chlorine!!! It should be sent out now! I should not have to wait until THEIR MISTAKE is processed!

Business

Response:

We did speak to this customer; a call tag was issued to bring back the incorrect shipment and a replacement was sent to the customer which arrived to them today, 6/27/14.

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.

Review: A month and a half ago I ordered a hammock. They took money from checking account immediately. Weeks went by with no product. I called a number of times and was told it was coming from other warehouse. Was told several times the other warehouse would call me right away but they never did. When I finally received hammock it was the wrong one! And I waited over a month to receive. I called them and she said theyd mail me a return label for me to ship back. Then id have to wait about another 5 weeks to receive. When I objected, they had someone pick it up. They said id be refunded all cost, including shipping cost of course (69.00 dollars +). Last week I called and they confirmed they showed by tracking it was picked up. Said I would be refunded all cost. When I called today and spoke to supervisor [redacted], he said he'd take a message for customer service. Same old brush off with no resolution. I want all my money back! Its ridiculous the inconvenience of time waiting for product, time on the phone and lack of customer satisfaction they have. I saw on "Yelp" a 1 1/2 stars out of 5 for similar experiences. I just ordered another hammock from Amazon and had within a week. Dohenys waste no time taking the money from your account. They should have to pay additional cost for the time they sat on money. If this complaint results in no action, I will involve our attorney and ask that the attorney cost, etc. be recovered. Horrible company to deal with!

Business

Response:

A check will be sent to this customer for the full amount of her order which was $69.96. She indicated that she did not want the credit to go back to her credit card. We attempted to contact her by phone as well however neither the phone number provided here nor the one provided when the order was placed are in service. This customer was advised that her item was on back order at the manufacturer until the end of April initially. We sincerely apologize that they then sent the incorrect product.

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.

I ordered a pool pump from Doheny's on Memorial Day weekend. I received a package in the mail. The package was 25 pounds of chlorine tablets. They messed up my order. I was expecting a pool pump. That is a horrendous mistake. I told them to fix the mistake and they said we have to send you an electronic RMA before sending the pump. I told them that is crazy. You messed up the order, and are going to wait for the post office to pick up the tablets, before sending me the pump. That's insane, I told them. I had to speak with a supervisor, and she promised me that the pump would be sent out for next day delivery. I asked them to deliver the pump by Friday 6/3. I talked with them on Thursday 6/2. They said they would try their best. Later in the afternoon, I called them, and they said I would get the pump on Friday 6/3. I called Doheny on Friday morning about the status of my delivery. They told me it would be shipped on Friday, and I would get the pump on Friday. I canceled the order. This is horrible customer service and I will never buy from them again. How could you make a mistake like this? A pump looks completely different than versus chlorine tablets. Horrible , Horrible, Horrible. Here is a copy of my order from their website, so I ordered correctly.
Doheny's Pump 1HP 115V
6578 FREE
$116.99
Ordered: 1
$116.99
Sincerely

We purchased a pool pump and was pleased with the free next-day shipping. Unfortunately, we received a faulty pump. This company boasts about having #1 customer satisfaction, no-hassle returns, and best products. After going through the necessary tech support, we were told to box the pump back up for Fed-Ex to pick it up the next day and that they would promptly send a new one once they received the faulty one. Well, here we are two days later with the pump still sitting on our porch. We have spent those two days talking with several reps and two supervisors who all tell us different times that the pump will be picked up. The final supervisor can not even find where arrangements have even been made for Fed-Ex to pick up the pump. She says she is personally taking care of this; we shall see if she calls me back like she said. In the meantime, Doheny has our money, and we have a pool full of water with no pump hooked to it and no idea when this one will be picked up or when we will actually receive a credit (so we can purchase one) or working pump. However, they keep offering a $15 credit towards my NEXT purchase. THIS IS WHERE THIS BUSINESS FAILS MISERABLY IN CUSTOMER SERVICE. Very disgusted, especially since I have to sit on hold and listen to the recording boast about #1 product guarantee and customer service and no-hassle returns.

This company advertises and sells pool products that are described as "excellent quality" and "that they are a company that stands behind their products". This is completely untrue! We purchased a pool liner that was covered by a 15 year warranty (no description of warranty details provided until after the purchase and defect was found), however, when that liner did not even last one year, we were told by Doheny's that they do not make nor guarantee any of their advertised products . They also said ,"That if we had a problem with the pool liner we should contact the warranty company", however when I contacted them I was instructed that I needed to make the complaint with Dohenys's. After another run around Doheny's responded again "they do not Replace any defective products and in addition they admitted that their product descriptions Do not even come from their company." A top supervisor even said, " that if I had an issue with a product that was a poor quality that it was probably made in China and I needed to try to find that company on my own." Unbelievable! I explained to them that it wasn't even the warranty at this point but that I was unhappy with the fact that they advertised, described and sold a product that was not the same quality as what they led me to believe . But they told me that that was "my problem". This was the worst customer service I have ever received in my life and I spoke with three different supervisors. I simply wanted them to make it right when they sold a defective product and I was even willing to meet them part of the way by just simply buying another pool liner at a discounted price . However, they did not even offer a slight discount off of a new pool liner and in fact they offered no solution or zero help whatsoever . I even responded with what happened to the customer is always right and their response was "well not this time you're not ". This is absolutely the worst service and we will never use them again and I strongly advise anyone who is thinking of ordering anything from this company to look elsewhere !

I have nothing problems with Doheny's Since they got my money my. My pool cane in small deliveries and they never had any one sign for them . in fact some of my parts are missing . stolen or just they don't care enough about their customers that they send whatever they have on hand. I was to have my pool up and running by the end of may and now its the middle of july and yet my pool is still not up and running. they say next day delivery but it has never cane to me the next day. so II called and called to return the pool and now they wont even take my calls. I DO NOT WANT ANYTHING FROM DOHENY'S . except my money back and some for what they have done t me .( This pool was a gift from my mom who had passed away ,and wanted me to have a pool for my 45th b-day . and they took that from me .)I went as far to speak with a ceo and he promised me that everything would be hear on a specific date ,and once again , I was all lies,. now that I can get thru to them I am out my money and my pool.

Review: The product received was not the product that was advertised and described in the web site.Doheney's web site clearly describes a in ground pool vacuum, show pictures of said vacuum but product received is remote option for said vacuum. No where in the product description does it say or describe any features of a (optional remote) all descriptions refer to said vacuum.Desired Settlement: I feel that the company mislead consumers and should be responsible to furnish said vacuum for posted price.

Business

Response:

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.

Review: Pool cover one year old. Bubbles are shredding and plugging up pool filter. Blanket has first and sevond year free replacement coverage. Contacted the company. Followed their instructions. Sent piece of cover. They said it was not "delaminating: and therefore was not covered. The bubbles come apart and get sucked into the filter. What is that if not delaminating? Dictionary defines delamination as "split into thin layers" That is exactly what is happening with these bubbles with only seven months of useDesired Settlement: REPLACEMENT AS PER WARRANTY.

Consumer

Response:

On Fri, Nov 13, 2015 at 12:22 PM, [redacted] 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.

Doheny Water Warehouse is not only incompetent but dishonest as well. After numerous phone calls trying to resolve a wrong product being sent I have yet to receive resolution. I have been lied to on every contact occasion. I will never do business with this company again and suggest warning to whoever is reading this review.

I have found that the prices in the catalog are never the same price that you pay. They always say free shipping and handling but then there is always another charge. I recieved a coupon for $30 dollars but it doesn't make any sense because you can't use it with any other promotions so you never really save anything they just want you to think you are

Review: In June I contacted the company to inform them of a defective winter cover and was informed to return a section of the cover and they would send a replacement. I was informed the cover was still under warranty and would be replaced. On July 5th I mailed a letter, with specific information regarding the winter cover, and a couple of sections of the ripped cover. On July 10th I received an email from the warranty department stating that my cover was approved for a manufacturer's warranty replacement and I needed to send a check or money order for $20.00 to cover the shipping fee for the new cover. Once this was received the cover would be shipped immediately. On July 15th I mailed a check for $20.00 and the required paperwork. I received a leaf net cover rather than a winter cover and called the company on July 26 to exchange the item for the proper one. I was instructed to leave the unopened box outside and FedEx would pickup the package on Tuesday, July 29 and a new winter cover would be shipped on Monday. On July 29 FedEx picked up the package and left a tracking ticket. No winter cover was ever delivered. I called the company again on August 9th to discuss the situation again and was informed the warehouse was closed and would call me back on Monday, August 11th. No phone call was received by the company. I called again on August 18th and was informed the warranty department would call me back later that day. Still no phone call was made to me by the company. I have made numerous attempts to contact the company to receive the product I was informed would be shipped to me under warranty. I paid the $20.00 and the check was cashed by Doheny's but no product has been delivered or even shipped. No one has attempted to contact me to resolve this issue.Desired Settlement: I would like Doheny's to ship the 24' round heavy duty winter cover.

Business

Response:

This customer was shipped a warranty replacement of a leaf net cover because that is the only cover she has ordered from us. We would be happy to re-send the leaf net cover or return the 20.00 shipping fee she paid under the terms of the warranty however will not replace the leaf net originally purchased with a winter cover. We spoke to the customer who does not believe that she did not purchase a winter cover from us. We are unable to resolve the issue as the customer hangs up when we attempt to contact her.

Consumer

Response: