Master Spa Parts Inc.

Once the part is received back, we will issue a full refund for the part, but not the shipping That is per the terms of our website The information we relayed was based on the the information given by the customer

I rejected the Master Spa Parts response because it offered nothing. The women I spoke to assured me that this was the correct part. It was me who asked her 5 times if this was the correct part, not as they claimed their agent. Because it was their mistake and not mine I want the postage paid and the money back for the part which as I stated was WRONG.Thanks you for you assistance.

After listening to the original phone conversation we provided the customer with the part number for the part the he described. We asked him multiple times to make sure that the part number that we provided was correct. Our customer service representative asked the customer where the part was...

located on the spa and what the part did. The customer then went on our website masterspaparts.com and typed in the part number and ordered the part via our website. Our website offers pictures and description of the part that he was purchasing. Once in the checkout of the cart the customer has to enter all of their information and agree to the terms and service of our website. In the terms and services it states that the customer is responsible for shipping both ways if the part is incorrect. When the customer called back and said that the part was incorrect we explained to them that we could issue them an RMA(return merchandise account) number and once we receive the part that we would issue them a credit for the part. We also explained to them that the shipping would have to be paid by them as stated in our terms and conditions. We didn't tell them that we were going to charge them a 20% restocking fee unless the order arrived at our location after 30 days of the product being purchased.