First of allthere is a sign in Red Letters on the counter taped stating " ATTENTION: WHEN YOU HAVE A RETURN, IT NEEDS TO BE WITHIN DAYS OF RECEIPT , AND RECEIPT ON HAND! THERE IS A 25% RESTOCKING FEE! This customer has a target or a walmart type pool, which comes with a cartridge filter We have an Hayward Pump and Filter that comes with adjustable parts to fit and made for INTEX pools.Her husband was in at an earlier time , and was complaining how his wife is spending too much for the pool So when his wife came in, she was complaining how even when we tested the water and gave him the print out on how to administer the product as directed She stated that her husband dumped all the chemicals in at one time Ken talked to the husband a while ago and said a sand filter would be better and could keep the pool cleaner and that we carried a filter system for intex pools that has parts that could adjust to any intex pool The young boy that was with her even said before she bought anything kept saying ...."Shouldn't you talk as him first?" She stated no, I'm getting it Our store Policy is stated on the counter for all to see You can't miss itAnd it's stated in ALL CAPITAL RED LETTERS I , Mary The owner , never stated to her on the phone that she could not get an itemized list of what she purchasedI wasn't there at the time of purchase, I got there in time to load it in her vehicleShe laughed , smiled , and shook my hand I truly belief that the system was right; Her husband either didn't know how to hook it up and didn't follow the directions, just like he didn't follow directions on putting the chemicals in their pool , and was probably upset that she spent yet more moneyIf she wants an itemize list , I will have Crystal make her one up and mail it to her Or she can pick it upWe are very customer oriented and we do demand customer service, but we have policies that must be met as well This is the sales associate, that handled the transaction referenced in complaint # [redacted] The customer came in on May 13th, to re-purchase the opening chemicals for her poolThe reason for her visit, was she claimed her husband (who had come in and purchased chemicals on 4/23/16) had not followed the given instructions for the opening of their poolRather, he had dumped all of the chemicals in at once, causing severe imbalance and she was trying to correct itA water sample was taken and tested and all necessary chemicals were bought and explainedA chemical sheet was given for reference as to how to administer themThe customer then began questioning about filter systems, I informed her we did not carry the cartridge filters, only sand filters as they are better for your system and last longerI did inform her, that her husband had asked about them when he was in on April 23rdShe said she would take one, and the sand to go with itI asked her if she was sure, and if she wanted to check with her husband first, she said noHer grandson also asked her if she thought she should first check with her husband, and again, she said noI got her pool size information to assure it was the correct size, got the pump, and rang her up for that as well as a bag of sandShe paid for the items, and at that point the owner came in and they further discussed the benefits of sand filtersShe further questioned about magnetic lights for her pool, tiki torches as well as a fountain for the center and asked that I get the pricing and call her with itWe then loaded her sand, she thanked us and left the store Roughly hours later, the customer called the store informing me her husband was agitated she had spent so much money, and was demanding she return the filter systemI told her I would be happy to do the return, however we do charge a 25% restocking feeShe became irate and demanded to speak to the ownerI put the owner on the phone, who reiterated exactly what I had already told her Two days later, she called the store berating the other employee, who had not even been present on the day of the transaction claiming the filter did not fit her poolWhich is impossible, as it is universal for all INTEX poolsShe was again told, there is a 25% restocking fee if she wishes to bring the item back She informed the employee she had been in contact with her attorney, and they advised her she must be given an itemized receiptAgain, that employee had not been present on the date of the transaction and had no way of knowing what items the customer had boughtShe was advised to call back on Monday morning, when I would be available to type out a receipt for herShe did not call back, nor has she returned any of the calls I have made to resolve the receipt issue As of 5/24/2016, the customer has not returned the item nor has she come to the store to get an itemized receipt
First of allthere is a sign in Red Letters on the counter taped stating " ATTENTION: WHEN YOU HAVE A RETURN, IT NEEDS TO BE WITHIN DAYS OF RECEIPT , AND RECEIPT ON HAND! THERE IS A 25% RESTOCKING FEE! This customer has a target or a walmart type pool, which comes with a cartridge filter We have an Hayward Pump and Filter that comes with adjustable parts to fit and made for INTEX pools.Her husband was in at an earlier time , and was complaining how his wife is spending too much for the pool So when his wife came in, she was complaining how even when we tested the water and gave him the print out on how to administer the product as directed She stated that her husband dumped all the chemicals in at one time Ken talked to the husband a while ago and said a sand filter would be better and could keep the pool cleaner and that we carried a filter system for intex pools that has parts that could adjust to any intex pool The young boy that was with her even said before she bought anything kept saying ...."Shouldn't you talk as him first?" She stated no, I'm getting it Our store Policy is stated on the counter for all to see You can't miss itAnd it's stated in ALL CAPITAL RED LETTERS I , Mary The owner , never stated to her on the phone that she could not get an itemized list of what she purchasedI wasn't there at the time of purchase, I got there in time to load it in her vehicleShe laughed , smiled , and shook my hand I truly belief that the system was right; Her husband either didn't know how to hook it up and didn't follow the directions, just like he didn't follow directions on putting the chemicals in their pool , and was probably upset that she spent yet more moneyIf she wants an itemize list , I will have Crystal make her one up and mail it to her Or she can pick it upWe are very customer oriented and we do demand customer service, but we have policies that must be met as well This is the sales associate, that handled the transaction referenced in complaint # [redacted] The customer came in on May 13th, to re-purchase the opening chemicals for her poolThe reason for her visit, was she claimed her husband (who had come in and purchased chemicals on 4/23/16) had not followed the given instructions for the opening of their poolRather, he had dumped all of the chemicals in at once, causing severe imbalance and she was trying to correct itA water sample was taken and tested and all necessary chemicals were bought and explainedA chemical sheet was given for reference as to how to administer themThe customer then began questioning about filter systems, I informed her we did not carry the cartridge filters, only sand filters as they are better for your system and last longerI did inform her, that her husband had asked about them when he was in on April 23rdShe said she would take one, and the sand to go with itI asked her if she was sure, and if she wanted to check with her husband first, she said noHer grandson also asked her if she thought she should first check with her husband, and again, she said noI got her pool size information to assure it was the correct size, got the pump, and rang her up for that as well as a bag of sandShe paid for the items, and at that point the owner came in and they further discussed the benefits of sand filtersShe further questioned about magnetic lights for her pool, tiki torches as well as a fountain for the center and asked that I get the pricing and call her with itWe then loaded her sand, she thanked us and left the store Roughly hours later, the customer called the store informing me her husband was agitated she had spent so much money, and was demanding she return the filter systemI told her I would be happy to do the return, however we do charge a 25% restocking feeShe became irate and demanded to speak to the ownerI put the owner on the phone, who reiterated exactly what I had already told her Two days later, she called the store berating the other employee, who had not even been present on the day of the transaction claiming the filter did not fit her poolWhich is impossible, as it is universal for all INTEX poolsShe was again told, there is a 25% restocking fee if she wishes to bring the item back She informed the employee she had been in contact with her attorney, and they advised her she must be given an itemized receiptAgain, that employee had not been present on the date of the transaction and had no way of knowing what items the customer had boughtShe was advised to call back on Monday morning, when I would be available to type out a receipt for herShe did not call back, nor has she returned any of the calls I have made to resolve the receipt issue As of 5/24/2016, the customer has not returned the item nor has she come to the store to get an itemized receipt