Get Pool Parts Reviews (%countItem)
Get Pool Parts Rating
Address: 13900 County Road 455 Suite 107-320, Clermont, Florida, United States, 34711
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paid for overnight delivery-took 5 days to receive
Placed an order (#136409) for a pool heater part 5/23/19.Needed it before the weekend(Memorial Day holiday)for the holiday party.Part cost $27.I paid another $28 for overnight shipping. Part did not get here until 5/28/18. I asked to be reimbursed $21 (standard shipping was $7). Had to send 2 emails to get a response. they "didn't receive the first one". Was told there is not delivery on Sat. True-the checkout page does state M-F delivery for overnight delivery. Why it even allows you to select this option when ordering on a Fri I don't understand, but I ordered on a THURSDAY. Now they tell me the cut-off time for deliveries to go out is 1:00. I ordered at 3:00. I do not see this anywhere. It is definitely not in the final checkout/shipping option area! Pretty sad that I am only asking for $21 to be refunded and they want to let me have a bad experience with their company when there are SO many options available to take my business to. Poor customer service-stupid shipping explanations on their end.
I asked for a $21 refund for overnight delivery fees paid that amounted to NOTHING
Hi. Sorry we have explained this in full detail via email. We did not receive the "first" email, but replied to the one we received in just 4 minutes.
As stated, our shipping option names do included the Mon-Fri to be clear of delivery dates. The order came in after our posted shipping cutoff, which is clearly listed on our shipping information page: https://www.getpoolparts.com/topic/shipping
The unfortunate circumstance here was that Memorial day was this past Monday and no carriers were delivering, otherwise it would have been delivered on Monday not Tuesday. If the package was not delivered on Tuesday we would surely have been able to credit the expedited option, but in this case, it was delivered on time.
I mistakenly got confused by two very similar business names with identical items that were purchased at the same time - one day apart - in April. After finding that these items were not going to work for our application, the repair person advised to purchase a different product. I sent them back to Get Pool Parts, but only 1 was purchased there - the others were purchased at Pool Parts, Inc. When notifying Get Pool Parts of the issue after they only reimbursed me for 1 item, they're saying they never received the other 3, yet they were in the exact same package, so it's not possible that they didn't notice that there were more items in the bag - a padded first class envelope from the Post Office. It seems they want to stock the items and sell them on their own instead of returning them to me.
Product_Or_Service: union assembly
Order_Number:
Other (requires explanation) Just return them to me.
Hi - sorry we never received the first notice. Attached is a long email correspondence with the customer who was quite confused from the beginning. We had our shipping center manager confirm that only one item was received on the RGA, and we cannot give credit for something we did not receive, especially on something we did not sell.
(The consumer indicated he/she DID NOT accept the response from the business.)
The repair person working on the plumbing mistakenly had me order the wrong fitting, so they needed to be returned. I'd been ordering several different parts from companies that all have the name 'Pool' in them. Pool Part and Get Pool Parts is very similar. I admitted that because the business names were similar that 3 of the the items were returned to the wrong company.
What adds to the mess is that companies like yours don't want to speak to customers over the phone and only correspond by email. This will be the last time that I deal with a company who is so automated and electronic that they don't have a human being available to answer questions when ordering or when processing a return.
I can't accept that the person who opened the package didn't notice that there were 4 fittings instead of one. The flat rate envelope I used was way too large for just one fitting, and as I've mentioned several times, it's not possible to not see the others in the same envelope; to not feel the weight of 3 other junction assemblies. To avoid a shipping cost that was more than the value of the part, I intentionally opened the original package and put the other three in a larger envelope once I discovered they weren't going to work. About this I am quite clear.
As a business owner I know what it's like to have employees who've checked out and are working on auto-pilot. They're not paying much attention to what they're doing some days and just go through the motions focusing on some details and missing many others. In this case the administrative office and those handling the parts aren't even in the same building and may not even be in the same city and state. It's a fractured way of doing business and my details got lost in the sauce.
I included the cost of the items because it's part of the form to be filled out, but had asked for them to be returned and I'd be responsible for the return shipping. I would expect that if you decided to keep the items and sell them as your own, that you would reimburse me for them. For sure they'd be returned to your inventory and sold if they weren't returned to me.
To try to make it sound like I don't know what I'm talking about as an excuse to do the checking that's needed to find the over-looked fittings is not acceptable. I know beyond a shadow of a doubt that you have those assemblies, that they weren't thrown away, and that they will be recycled into your inventory and sold. Someone has already tagged those assemblies with a new bar code and they're in your warehouse if not already sold. That your left hand doesn't know what the right hand is doing is the issue here.
This is the result of you wanting to keep costs down by not hiring a customer service person to answer the phone, and the real cost is customers who won't deal with this setup anymore for reasons like the one we're facing right now. Was it really worth $27 for your company to piss off a customer who regularly uses pool parts at a commercial spa, whose repair person is about the only one in the county? Trying to make me wrong in this case is a very bad idea and not a sound business practice even if you don't know really happened in your warehouse.
The items were returned to a central distribution center. We would suggest contacting the company from whom they were purchased from to see if perhaps they were already credited for them, even though we were told they were not received. On our end there is no extra profit to be made on this since they are not in our personal inventory.
(The consumer indicated he/she DID NOT accept the response from the business.)
Get Pool Parts is suggesting that they may have the same central distribution and returns center as the other company I purchased from. They are also implying that although I put all of the junction assemblies in the same package addressed to them, and they say they never saw the other three in that package, yet that someone may have given them to the other company and that company may have refunded us.
I would not have pursued this issue if a refund had appeared for the items, so no - there has been no refund, and still no acknowledgment that someone in your warehouse saw them and didn't know what to do with them so only processed the one that belonged to your inventory while the others mysteriously disappeared.
great company !! product shipped fast, fantastic online customer support. The site itself has schematics to show you how to install parts yourself, very helpful....
Thank you Michael!
I ordered a pump from their website. First, it took longer than 'normal' to ship the pump. When it finally arrived, it was very badly damaged and could not be used so I contacted them for a replacement. Once they replied, I requested a replacement sent via next day air and they stated they could not because their system wouldn't allow it. Now due to having no phone number to call and only relying on email, it won't be shipped until Monday.
Terrible customer service. Make it right 'poolparts' and ship this next day air so I don't have to wait another week for my pump that I have already paid for.
Product_Or_Service: Pool pump
Order_Number:
Delivery Please ship replacement via next day air on your dime.
Hi - this order shipped the very next day, June 6, with Fedex Ground service, which is the service offered for free shipping which is what the customer received.
Unfortunately the package was damaged in transit, which does sometimes happen with any carrier and packages. Customer advised us on June 9th the part arrived damaged. Requesting next day air on a package of that weight, 27 pound, was not realistic as this was not our fault. If the original shipping method was next day air, then we would have shipped with that option. We reshipped the item using the same shipping method as originally ordered. Because the 9th was a Friday and we didn't receive notice from the customer until after 330pm that day, it was unable to ship. It did ship on Monday to the customer and was delivered three days later. This was not a typical smooth transaction that we strive for, however we feel we reacted swiftly and responsibly to replace the item damaged by Fedex.