We have spoken with Ms [redacted] and have had the correct timer shipped directlyShipping simply sent the wrong one as the outdoor timers where backorderedWe have also agreed to refund Ms [redacted] $for the swimming harnessAlthough it is as described, she has been very patient with our recent computer issues and absences we have had at the companyHer credit card will be credited this week.Thank you[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Mr [redacted] has repeatedly communicated that the product not arriving in time for us to use it is my fault because I did not include a “need-by” date when I ordered initiallyAs I have stated before, it did not even occur to me that the company would not meet its own estimates, and do so without notifying the customer Including languageon the website as simple as “From time to time, due to circumstances beyond our control, we are not able to meet our own shipping estimates Therefore, if you need this product by a certain date, please specify that in the notes” would have been very helpful When we ordered, we received an estimated shipping date of October 1, which was ten days before we needed it Again, with ten days for it to be shipped, it did not occur to me to suggest a “need-by” date, as I have stated above I assumed that the company would comply with their own estimate or notify the customer if unable to do that My former career was in sales that required installations I am well aware of scheduling issues that come up, but I also placed a high value on notifying the customer if I was unable to meet my own previously-stated commitments On October 6, with no word from the company about it being shipped, I asked my assistant, [redacted] , to call I naively assumed that it had been shipped on October 1, per the estimate I had gotten, and I just had not yet received tracking info [redacted] left a message first-thing on October (about Eastern) and another betwee noon and one (Eastern), because she is aware that EZPools is on Pacific time Mr [redacted] called back at about three, Eastern, and said that the item had not shipped yet, but would that day At that time, with the product having not been shipped yet, she told him that we needed it by Sunday, October He assured her that it would arrive by Friday, October Despite missing their own estimated ship date and not notifying me, I still took Mr [redacted] at his word and assumed that he must be using some special shipping to have it go from Nevada to Columbus, [redacted] in only three daysAs I have stated before, I am reasonable and would gladly have paid for a faster shipping if I had known that Mr [redacted] would not (or could not) follow through on his promise When I received the tracking information late in the day on October 6, my heart sank, because [redacted] Ground is not known for getting things from Nevada to *** in three days The product arrived to a ***regional distribution hub in [redacted] by Friday, October 9, and consumers are not able to access that building or pick up packages In short, I spent hours tracking the package, on the phone with [redacted] trying to obtain itbecause it had not reached its destination yet and finally, spent hours finding a replacement for the product that did not arrive on timeThank you for your consideration, [redacted] , and feel free to email back with any clarifying questions [redacted] Regards, [redacted]
Thank you Mr [redacted] for your response and respecting the [redacted] that are clearly posted on the websiteThe reason these are posted and available for reading prior to ordering is to let customers know that a Custom Pool can not be refundedThis is primarily because the ability to re-sell a customized made-to-order [redacted] would be almost impossible for us to resaleIn reviewing your ordering Notes, you will see that you requested a very unique color (Burgundy), a very unique width (3') and an unusual depth (30" down from the standard 42")As such we would be hard pressed to resell thisIt is again the reason why the [redacted] are posted in advance of your order.The order was made to your specific request and delivered in the time manner posted on the website prior to your orderAlthough we have no record of any conversation by ***, only that he and [redacted] did speak, Fed-Ex's own delivery map shows it being delivered to [redacted] on Friday - which you confirmedRegardless, a simple note from you or [redacted] via email or with the order stating "need-it-by-this-date" would have prevented thisSo again we did not fail to deliver what was ordered in a timely manner that is consistent with what is posted online.However, we are willing to post it in our computer inventory so that if we are able to sell it for you - we will gladly do soAlthough the uniqueness of the color and dimensions will make it hard - we do get last minute callers who need the pool faster than our production can produce and ship for themAs such they may be willing to take it as isThis is your very best option for recouping your investmentWe will list it for the same price as you purchased it - therefore you would only be out the shipping costs to you.We do not expect you to be happy about this offer, as your listing of this complaint is evident of thatBut you must agreed that had you simply noted in the Notes section with your order, along side the custom color and size request, that you need it by a certain date - all of this could have been avoided
I received refund check finally! So I am happy.Thanks! I tried to update my complaint - but the system would not let me at Revdex.com.Thanks for your helpI am now satisfied.Thanks so much for your help!*** :-)
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I appreciate Mr [redacted] 's response Regarding the use of pronouns, he is correct that much of his dealing has been with [redacted] However, she is my representative and responds to my emails and phone calls and in every way represents me Please know that that was not an attempt to deceive She prepared this initial complaint under my name and through my email address.Regarding the [redacted] ***, I respect those Where it gets difficult for me, is that we received a estimated ship date of October 1, which was days before we needed it At that time, I assumed that Mr [redacted] would follow through on that estimate, or notify us of a change Also, having done a lot of shipping myself, I knew that days was plenty of time to get it to us, therefore it did not even occur to me to mention when we needed it My first mistake was naively assuming that the company would follow through on their stated estimate On October 6, with no communication that it had shipped, both I and [redacted] got nervous and began calling Mr [redacted] returned her second message that day and said that while it had not shipped, it would ship out later that day [redacted] clearly expressed that we needed it for a baptism on Sunday, the 11th He assured her that it would be there on Friday I assumed that the pool was coming from the west coast and knew that to get it to [redacted] by Friday, there would need to be some kind of rush shipping My second mistake was taking Mr [redacted] at his word and I was somewhat shocked to find out that he shipped it out at the end of that day (from Nevada as far as I can tell) via [redacted] Ground and I tracked it in agony as it crept across the US The item got to Central [redacted] on Friday night but was in a regional [redacted] distribution hub that did not allow customer pick-up I am a very reasonable person and if Mr [redacted] had even mentioned that standard shipping would not get it to us on time, I would have happily paid an upcharge for faster shippingBetween tracking, and calling various numbers at ***, and then spending Saturday afternoon trying to find an alternative, I spent several hours that I will not get backMr [redacted] has not only not apologized for his statement that it would arrive by Friday, but also has never expressed remorse for the several hours that I wasted because of this and my inability to use the product.In summary, Mr [redacted] did not follow through on that verbal promise, even though the product had not shipped yet and faster shipping arrangements could have been made, had I known that there would be a problem with him following through I don't believe that [redacted] *** speaks to broken verbal promises on the part of the company.I have proposed that I ship the item back for a full refund (it is unopened) and am even happy to pay the return shipping if necessary Regards, [redacted]
We have spoken with Ms [redacted] and have had the correct timer shipped directlyShipping simply sent the wrong one as the outdoor timers where backorderedWe have also agreed to refund Ms [redacted] $for the swimming harnessAlthough it is as described, she has been very patient with our recent computer issues and absences we have had at the companyHer credit card will be credited this week.Thank you[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Mr [redacted] has repeatedly communicated that the product not arriving in time for us to use it is my fault because I did not include a “need-by” date when I ordered initiallyAs I have stated before, it did not even occur to me that the company would not meet its own estimates, and do so without notifying the customer Including languageon the website as simple as “From time to time, due to circumstances beyond our control, we are not able to meet our own shipping estimates Therefore, if you need this product by a certain date, please specify that in the notes” would have been very helpful When we ordered, we received an estimated shipping date of October 1, which was ten days before we needed it Again, with ten days for it to be shipped, it did not occur to me to suggest a “need-by” date, as I have stated above I assumed that the company would comply with their own estimate or notify the customer if unable to do that My former career was in sales that required installations I am well aware of scheduling issues that come up, but I also placed a high value on notifying the customer if I was unable to meet my own previously-stated commitments On October 6, with no word from the company about it being shipped, I asked my assistant, [redacted] , to call I naively assumed that it had been shipped on October 1, per the estimate I had gotten, and I just had not yet received tracking info [redacted] left a message first-thing on October (about Eastern) and another betwee noon and one (Eastern), because she is aware that EZPools is on Pacific time Mr [redacted] called back at about three, Eastern, and said that the item had not shipped yet, but would that day At that time, with the product having not been shipped yet, she told him that we needed it by Sunday, October He assured her that it would arrive by Friday, October Despite missing their own estimated ship date and not notifying me, I still took Mr [redacted] at his word and assumed that he must be using some special shipping to have it go from Nevada to Columbus, [redacted] in only three daysAs I have stated before, I am reasonable and would gladly have paid for a faster shipping if I had known that Mr [redacted] would not (or could not) follow through on his promise When I received the tracking information late in the day on October 6, my heart sank, because [redacted] Ground is not known for getting things from Nevada to *** in three days The product arrived to a ***regional distribution hub in [redacted] by Friday, October 9, and consumers are not able to access that building or pick up packages In short, I spent hours tracking the package, on the phone with [redacted] trying to obtain itbecause it had not reached its destination yet and finally, spent hours finding a replacement for the product that did not arrive on timeThank you for your consideration, [redacted] , and feel free to email back with any clarifying questions [redacted] Regards, [redacted]
Thank you Mr [redacted] for your response and respecting the [redacted] that are clearly posted on the websiteThe reason these are posted and available for reading prior to ordering is to let customers know that a Custom Pool can not be refundedThis is primarily because the ability to re-sell a customized made-to-order [redacted] would be almost impossible for us to resaleIn reviewing your ordering Notes, you will see that you requested a very unique color (Burgundy), a very unique width (3') and an unusual depth (30" down from the standard 42")As such we would be hard pressed to resell thisIt is again the reason why the [redacted] are posted in advance of your order.The order was made to your specific request and delivered in the time manner posted on the website prior to your orderAlthough we have no record of any conversation by ***, only that he and [redacted] did speak, Fed-Ex's own delivery map shows it being delivered to [redacted] on Friday - which you confirmedRegardless, a simple note from you or [redacted] via email or with the order stating "need-it-by-this-date" would have prevented thisSo again we did not fail to deliver what was ordered in a timely manner that is consistent with what is posted online.However, we are willing to post it in our computer inventory so that if we are able to sell it for you - we will gladly do soAlthough the uniqueness of the color and dimensions will make it hard - we do get last minute callers who need the pool faster than our production can produce and ship for themAs such they may be willing to take it as isThis is your very best option for recouping your investmentWe will list it for the same price as you purchased it - therefore you would only be out the shipping costs to you.We do not expect you to be happy about this offer, as your listing of this complaint is evident of thatBut you must agreed that had you simply noted in the Notes section with your order, along side the custom color and size request, that you need it by a certain date - all of this could have been avoided
I received refund check finally! So I am happy.Thanks! I tried to update my complaint - but the system would not let me at Revdex.com.Thanks for your helpI am now satisfied.Thanks so much for your help!*** :-)
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I appreciate Mr [redacted] 's response Regarding the use of pronouns, he is correct that much of his dealing has been with [redacted] However, she is my representative and responds to my emails and phone calls and in every way represents me Please know that that was not an attempt to deceive She prepared this initial complaint under my name and through my email address.Regarding the [redacted] ***, I respect those Where it gets difficult for me, is that we received a estimated ship date of October 1, which was days before we needed it At that time, I assumed that Mr [redacted] would follow through on that estimate, or notify us of a change Also, having done a lot of shipping myself, I knew that days was plenty of time to get it to us, therefore it did not even occur to me to mention when we needed it My first mistake was naively assuming that the company would follow through on their stated estimate On October 6, with no communication that it had shipped, both I and [redacted] got nervous and began calling Mr [redacted] returned her second message that day and said that while it had not shipped, it would ship out later that day [redacted] clearly expressed that we needed it for a baptism on Sunday, the 11th He assured her that it would be there on Friday I assumed that the pool was coming from the west coast and knew that to get it to [redacted] by Friday, there would need to be some kind of rush shipping My second mistake was taking Mr [redacted] at his word and I was somewhat shocked to find out that he shipped it out at the end of that day (from Nevada as far as I can tell) via [redacted] Ground and I tracked it in agony as it crept across the US The item got to Central [redacted] on Friday night but was in a regional [redacted] distribution hub that did not allow customer pick-up I am a very reasonable person and if Mr [redacted] had even mentioned that standard shipping would not get it to us on time, I would have happily paid an upcharge for faster shippingBetween tracking, and calling various numbers at ***, and then spending Saturday afternoon trying to find an alternative, I spent several hours that I will not get backMr [redacted] has not only not apologized for his statement that it would arrive by Friday, but also has never expressed remorse for the several hours that I wasted because of this and my inability to use the product.In summary, Mr [redacted] did not follow through on that verbal promise, even though the product had not shipped yet and faster shipping arrangements could have been made, had I known that there would be a problem with him following through I don't believe that [redacted] *** speaks to broken verbal promises on the part of the company.I have proposed that I ship the item back for a full refund (it is unopened) and am even happy to pay the return shipping if necessary Regards, [redacted]