Nathans' Pool Supply, Inc.

Review: I purchased a spa water heater from Nathaans Pool Supply on May14 for $ 156.98 plus $12.00 shipping. The heater was delivered and I installed it.A tag was attached saying ( no returns on electrical items if installed) The heater is electric but how am I to determine if it works if I don't install it.I did check the continuity of the element and for shorts to ground, all was well.Once installed it did heat up for 10 minutes and then tripped the ground fault protector breaker.I am a retired electrician of 40 years so I am experienced. I checked it for a short to ground and found it to be shorted to ground. Once it cooled it worked again for a few minutes then the short came back. I sent an e mail to [redacted]s and it was immediatly answered with-NO REFUNDS-I called on the phone and was again denied. The unit is faulty and I would like another one or a refund.Desired Settlement: A refund or a replacement

Business

Response:

To whom it may concern:

Responding to the complaint. Mr. [redacted] has not reported the information regarding [redacted]s Pool Supply Inc. return policy on electrical products. When an invoice is enclosed with the item ordered, there is a policy label attached to the invoice which states the following:

RETURN POLICY : WITHIN 30 DAYS OF INVOICE DATE.

MUST REQUEST A RETURN AUTHORIZATIO NUMBER. ABSOLUTELY NO REFUND ON ELECTRICAL

PARTS AND/OR WHOLE GOODS. ELIGIBLE ITEMS RETURNED ARE SUBJECT TO A 20% RESTOCKING

FEE. SHIPPING AND HANDLING FEE IS NON-REFUNDABLE. MERCHANDISE CANNOT HAVE BEEN

INSTALLED. MUST BE RETURNED IN ORIGINAL PACKAGING AND COST OF RETURN SHIPPING IS AT

EXPENSE OF BUYER. DISCONTINUED/USED ITEMS SOLD ARE SOLD AS IS AND ARE NOT RETURNABLE.

This information is on all invoices. As it shows, Mr. [redacted] did not state all the information on the return

policy. He was also told that if he could produce the original package with the item number and description that was on the sticker

on the item there might be something that could be done dealing with the original manufacturer. Mr. [redacted] said he no longer had the original

packaging. Without that information there was no way to know what distributor the item was purchased from.

[redacted]s Pool Supply Inc should not be held at fault for this.

Consumer

Response:

I am rejecting this response because: I was not informed that the item was a discontinued item making it not returnable. I only found this out after searching for a replacement. I do have the original packaging but there was never any sticker as they say. [redacted]s knew that this item was a discontinued item and has been for some time. Thay advertise themselves as a -HARD TO FIND- supplyer of pool items.

I asked for a RETURN AUTHORIZATION number and was told NO REFUND on electrical items. Heater cores are time sensitive and tend to break down in years.