Factory Direct Hot Tubs

Customer placed a special order on 4/12/and we took a $deposit and told that a second deposit was do when the hot tub was ready to ship to us from the Manufacture, which would be about weeksIn roughly weeks I contact them and document that the hot tub was ready to ship and that the second deposit was due, they never responded which delayed the shipping of their hot tubWe where forced by the manufacture to take delivery of the hot tub after days of completion, we received their hot tub a week later aprox May 18, Please note they ordered a hot tub with a black cabinet and no lounger seat, this is our least popular color and seating configuration When we received the hot tub we contacted the customer with no initial responseFinally the got back to us several days later and told us that they had a family emergency and had to go to [redacted] and where not sure when they would be back or when they could take delivery of the hot tub I again asked for the second deposit but the could not do itBeing sympathetic to their situation we put the hot tub aside waiting there return which was suppose to be May 28thOn May I messaged them to confirm delivery of the hot tub but got no responseSame on May 28th, May 30th, and June 1stFinally on 6/1/I got a reply, the stated that they needed extra time to save up money, that they spent all their money while in [redacted] They told me hopefully a week or At that point I asked them to please give me at least the second deposit that was due a weeks earlier, never got a responseOn June 8th I notified them that I had someone interested in buying their hot tub and we would reorder the same hot tub for them, they where good with this, saying it would give them more time to save moneyOn June when their new hot tub was ready to ship from the manufacture I call to get the second deposit, got no answer so I left a messageLater that day I received a text that said they wont be buying a hot tub, financially things have changed for themSo again I had to take shipment and reciept of their hot tub and hope that I could sell it to someone else that might like a black cabinetWe can not just refuse shipment from the manufacture, this is why we take a deposit on special order itemsOn July I received a text from them with their address and asking for us to send them their deposit backI called them and explained that I still had their 2nd hot tub and that their hot tub was a special order and that was the reason we take a depositIn addition I told them, considering their situation we would try to helpI stated If I was able to sell their hot tub for full price and not have to discount the hot tub to sell it, I would refund their deposit even though that was not our policyWe have been in business for years and have over happy hot tub owners, we always try to work with our customersWe still will refund their deposit in full or in portion when we sell their hot tub, even though this is not are policy on special ordersLance F [redacted] ###-###-####

Customer placed a special order on 4/12/15 and we took a $deposit and told that a second deposit was do when the hot tub
was ready to ship to us from the Manufacture, which would be about weeks. In roughly weeks I contact them and document that the hot tub was ready to ship and that the second deposit was due, they never responded which delayed the shipping of their hot tubWe where forced by the manufacture to take delivery of the hot tub after days of completion, we received their hot tub a week later aprox May 18, Please note they ordered a hot tub with a black cabinet and no lounger seat, this is our least popular color and seating configuration. When we received the hot tub we contacted the customer with no initial responseFinally the got back to us several days later and told us that they had a family emergency and had to go to *** and where not sure when they would be back or when they could take delivery of the hot tub. I again asked for the second deposit but the could not do itBeing sympathetic to their situation we put the hot tub aside waiting there return which was suppose to be May 28thOn May I messaged them to confirm delivery of the hot tub but got no responseSame on May 28th, May 30th, and June 1stFinally on 6/1/I got a reply, the stated that they needed extra time to save up money, that they spent all their money while in ***They told me hopefully a week or At that point I asked them to please give me at least the second deposit that was due a weeks earlier, never got a responseOn June 8th I notified them that I had someone interested in buying their hot tub and we would reorder the same hot tub for them, they where good with this, saying it would give them more time to save moneyOn June when their new hot tub was ready to ship from the manufacture I call to get the second deposit, got no answer so I left a messageLater that day I received a text that said they wont be buying a hot tub, financially things have changed for themSo again I had to take shipment and reciept of their hot tub and hope that I could sell it to someone else that might like a black cabinetWe can not just refuse shipment from the manufacture, this is why we take a deposit on special order itemsOn July I received a text from them with their address and asking for us to send them their deposit backI called them and explained that I still had their 2nd hot tub and that their hot tub was a special order and that was the reason we take a depositIn addition I told them, considering their situation we would try to helpI stated If I was able to sell their hot tub for full price and not have to discount the hot tub to sell it, I would refund their deposit even though that was not our policyWe have been in business for years and have over happy hot tub owners, we always try to work with our customersWe still will refund their deposit in full or in portion when we sell their hot tub, even though this is not are policy on special ordersLance F* ###-###-####

Customer placed a special order on 4/12/15 and we took a $1000 deposit and told that a second deposit was do when the hot tub was ready to ship to us from the Manufacture, which would be about 2 weeks. In roughly 2 weeks I contact them and document that the hot tub was ready to...

ship and that the second deposit was due, they never responded which delayed the shipping of their hot tub. We where forced by the manufacture to take delivery of the hot tub after 10 days of completion,  we received their hot tub a week later aprox May 18,  Please note they ordered a hot tub with a black cabinet and no lounger seat, this is our least popular color and seating configuration.     When we received the hot tub we contacted the customer with no initial response. Finally the got back to us several days later and told us that  they had a family emergency and had to go to [redacted] and where not sure when they would be back or when they could take delivery of the hot tub.  I again asked for the second deposit but the could not do it. Being sympathetic to their situation we put the hot tub aside waiting there return which was suppose to be May 28th. On May 27 I messaged them to confirm delivery of the hot tub but got no response. Same on May 28th, May 30th, and June 1st. Finally on 6/1/15 I got a reply, the stated that they needed extra time to save up money, that they spent all their money while in [redacted]. They told me hopefully a week or 2. At that point I asked them to please give me at least the second deposit that was due a 6 weeks earlier, never got a response. On June 8th I notified them that I had someone interested in buying their hot tub and we would reorder the same hot tub for them, they where good with this, saying it would give them more time to save money. On June 24 when their new hot tub was ready to ship from the manufacture I call to get the second deposit, got no answer so I left a message. Later that day I received a text that said they wont be buying a hot tub, financially things have changed for them. So again I had to take shipment and reciept of their hot tub and hope that I could sell it to someone else that might like a black cabinet. We can not just refuse shipment from the manufacture, this is why we take a deposit on special order items. On July 31 I received a text from them with their address and asking for us to send them their deposit back. I called them and explained that I still had their 2nd hot tub and that their hot tub was a special order and that was the reason we take a deposit. In addition I told them, considering their situation we would try to help. I stated If I was able to sell their hot tub for full price and not have to discount the hot tub to sell it, I would refund their deposit even though that was not our policy. We have been in business for 15 years and have over 4000 happy hot tub owners, we always try to work with our customers. We still will refund their deposit in full or in portion when we sell their hot tub, even though this is not are policy on special orders. Lance F[redacted] ###-###-####

Review: My wife and I put a deposit $1000 on a hot tub thru this company. The owner said it would be delivered in 2 weeks but it wasn't, I called and he said a few more weeks but nothing. Shortly after that we had a family emergency and we couldn't accept the tub. The owner said he had a buyer for the tub so we said we would give that up. Shortly after we told him we wanted a refund but after that no response. All communication was done by text so we do have it documented. No where on the receipt does it say no refunds. We are just asking for our refund.Desired Settlement: Refund of my $1000 deposit

Business

Response:

Customer placed a special order on 4/12/15 and we took a $1000 deposit and told that a second deposit was do when the hot tub was ready to ship to us from the Manufacture, which would be about 2 weeks. In roughly 2 weeks I contact them and document that the hot tub was ready to ship and that the second deposit was due, they never responded which delayed the shipping of their hot tub. We where forced by the manufacture to take delivery of the hot tub after 10 days of completion, we received their hot tub a week later aprox May 18, Please note they ordered a hot tub with a black cabinet and no lounger seat, this is our least popular color and seating configuration. When we received the hot tub we contacted the customer with no initial response. Finally the got back to us several days later and told us that they had a family emergency and had to go to [redacted] and where not sure when they would be back or when they could take delivery of the hot tub. I again asked for the second deposit but the could not do it. Being sympathetic to their situation we put the hot tub aside waiting there return which was suppose to be May 28th. On May 27 I messaged them to confirm delivery of the hot tub but got no response. Same on May 28th, May 30th, and June 1st. Finally on 6/1/15 I got a reply, the stated that they needed extra time to save up money, that they spent all their money while in [redacted]. They told me hopefully a week or 2. At that point I asked them to please give me at least the second deposit that was due a 6 weeks earlier, never got a response. On June 8th I notified them that I had someone interested in buying their hot tub and we would reorder the same hot tub for them, they where good with this, saying it would give them more time to save money. On June 24 when their new hot tub was ready to ship from the manufacture I call to get the second deposit, got no answer so I left a message. Later that day I received a text that said they wont be buying a hot tub, financially things have changed for them. So again I had to take shipment and reciept of their hot tub and hope that I could sell it to someone else that might like a black cabinet. We can not just refuse shipment from the manufacture, this is why we take a deposit on special order items. On July 31 I received a text from them with their address and asking for us to send them their deposit back. I called them and explained that I still had their 2nd hot tub and that their hot tub was a special order and that was the reason we take a deposit. In addition I told them, considering their situation we would try to help. I stated If I was able to sell their hot tub for full price and not have to discount the hot tub to sell it, I would refund their deposit even though that was not our policy. We have been in business for 15 years and have over 4000 happy hot tub owners, we always try to work with our customers. We still will refund their deposit in full or in portion when we sell their hot tub, even though this is not are policy on special orders. Lance F[redacted] ###-###-####