Pool Supply Unlimited

? I am rejecting this response because:In other words, you sell a damaged product and SCREW me! Shipping charges and restocking fees????????It was put in the pool, didn't work I contacted the mfgon invoice statement.Other buyers need to be aware of this TERRIBLE WAY of selling and getting away with sending a customer a damaged item and saying "it was used?"How was I suppose to know it didn't work if I didn't put in pool.Shame on you and even more shame on you for getting away with this.MrsJ [redacted]

? Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

Initial Business Response / [redacted] (1000, 11, 2015/09/29) */ We are sorry to hear about customer's negative experience with In Stock Pool Supply As with most of our competitors, the file photo of the [redacted] on our website shows a Sense & Dispense Sensor Kit in the product photo However, nowhere on the product page does it say the [redacted] Sense & Dispense Chemistry Kit is included with the [redacted] system We stand behind our offer to send customer a return label and provide 100% credit back to her for her original purchase once we receive the unit back Or, we can sell the Sense & Dispense upgrade at a discount As customer mentioned in her original complaint, we have the lowest price on the [redacted] system No competitor sells this system for the same price and includes AQL-CHEM Initial Consumer Rebuttal / [redacted] (2000, 13, 2015/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Seems I have no choice

Initial Business Response / [redacted] (1000, 5, 2016/07/08) */ We are regretful customer had a negative experience with Pool Supply Unlimited Every order received is treated personally by our staff and fulfilled as quickly as possible Here is the timeline of events for this order: 6/6/- 9:26PM PST Order received 6/7/- 3:32AM PST Customer was sent email specifying order was to be drop-shipped from Manufacturer Included in email is the following information: o "One or more of the products below will be drop shipped to you directly from [redacted] We will place your order with [redacted] right away and notify you of the tracking information once we receive itMost manufacturers do not ship the same day but your order will be shipped as soon as possible using the shipping method that you selected at checkout." o "Information regarding manufacture drop shipped products (see returns policy for more info):" o "Manufacture drop shipped products are treated as special order items and are often times non-returnableIn some instances drop shipped items may be returned to the manufacture but re-stocking fees and shipping charges will be incurredAny re-stocking fees and shipping charges will be deducted from the refund amount issued by Pool Supply UnlimitedAll returned items require an RMA prior to being sent back." o "Your credit card or PayPal account is charged at time the order is placedProduct cannot be shipped until the order is paid in full" 6/10/- 10:21PM EST Order was picked up by UPS from Manufacturer on its way to customer Tracking number showing this detail is 1ZXXXXXXXXXXXXXXXX and can be tracked at www.ups.com While we do have a customer service rep named ***, we have no record of the phone call on 6/ Unfortunately, we do not always receive tracking information immediately from Manufacturer after products ships If we had received this information from Manufacturer, this complaint would not exist 6/11/XXXX X:XXAM Customer called to cancel order with [redacted] 6/16/Customer refused shipment and it was re-routed back to Manufacturer Pool Supply Unlimited was subject to original shipping fees, return shipping fees and a 20% re-stock fee due to this refused shipmentPool Supply Unlimited stands behind its goal to provide swimming pool products at an extremely competitive price shipped in a timely manner Although we feel we fulfilled that goal with this order, we will refund customer re-stock and return shipping fees We hope Mr and Mrs [redacted] enjoy the remainder of their summer Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) On 6/10, 7:pm (lasting minsec) I was told the order was cancelled (I have our landline phone record that shows date/time call was made)Pool Supply Unlimited (PSU) shows cancelled "6/11/XXXX X:XXAM Customer called to cancel order with [redacted] ." On 6/13, I received five e-mails showing me order shipped on 6/(again, these messages can be provided) PSU now keeps reinforcing order was shipped 6/and pushes that as an issue I only used the information provided to me in their e-mail messages rec'd on 6/Again, another example of information provided to me that was inconsistent with the actual situation Click on UPS tracking # and shows shipped 6/10) My full understanding from PSU on 6/was that the order was cancelled The morning of 6/11, I ordered the same paint, same price, from a different source I do not expect to incur any cost involved with this PSU order I have received two credits on the credit card one for balance (minus shipping charges and 20% restocking fee) On 7/13, my account showed another credit for the restocking fee The balance of $for shipping charges needs to yet be refunded The saddest part about this situation is that the pool paint from PSU arrived one day before the pain received from the 2nd vendor If I had been given accurate information during my request for status call on 6/ this entire situation could have been avoided I hope you can understand why I went into a panic on 6/when I received the five identical e-mails from PSU telling me the order was shippedI now had ~$1,worth of pool paint coming from two different sources Please review my initial Revdex.com complaint for specifics on the communications (or my attempted communications) that transpired since 6/to the time the complaint with Revdex.com was submitted Again, I expect a full refund with the remaining initial shipping costs of $being credited back to my credit card Final Consumer Response / [redacted] (2000, 11, 2016/07/27) */ Pool Supply Unlimited is a Google Trusted Store They were also notified of this issue This week we received a refund of $from Google Trusted Stores, which satisfies the remaining amount due relating to this issue I consider this complaint closed at this time

? ? 1)? Original orders placed on Monday, July 3rd (months ago) 2)? There were two orders, one for a pool light, and one for a pool light controller 3)? Pool Supply Unlimited shipped light controller from our Nashville, TN location on July 3rd, it was delivered to customer via UPS on July 6th.? UPS tracking for this shipment ? ? ? ? 1ZE [redacted] 4)? Pool Supply Unlimited used a reputable distributor to drop ship the pool light.? Light shipped on July 5th and was delivered on Monday, July 10th.? UPS tracking 1Z[redacted] 5)? While the correct light was ordered, the distributor inadvertently shipped the incorrect light, causing damage to the light and controller.? While this was an unfortunate event, mistakes happen, and the distributor was quick to correct error6)? As standard practice, a claim was filed with distributor7)? WITHIN ONE (1) BUSINESS DAY, A REPLACEMENT LIGHT AND CONTROLLER WAS SENT NEXT DAY AIR TO CUSTOMER.? Tracking numbers 1Z[redacted] and 1Z[redacted] show delivery to house on July 13th8)? There was no reason to believe customer did not receive lights, as we did not hear from him again, until now, eight months laterWe do not understand why customer would wait months to contact us regarding these orders.? We have committed telephone support staff days a week, are available via email, and have a chat feature on our website which enables immediate access to customer support.? 9)? We do not take threats to our business, our family and our livelihood lightly.? We are sorry of this outcome and sincerely wished it was addressed months ago when the light and controller was originally delivered

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

We have absorbed 100% of the cost of this situation by processing a total credit to Mr [redacted] of $ There are many unanswered questions regarding the expedited light and controller delivered on July 13th, We hope Mr [redacted] the best for this and future swim seasons

Unfortunately this was nothing more than a onetime misunderstanding which has been resolved.? Customer was notified after error was corrected.? These cleaners have no lead time and are available for special price advertised.? ? ? The marketing department should have informed purchasing and didn’t.? We refunded customer 100% the very next business day after original order was processed.? We strive to provide the highest quality service at the best value and apologize for this error that was handled immediately

A third pump was sent on 10/31/ Tracking for third pump is [redacted] and can be tracked at www.fedex.com Third pump is scheduled to be delivered on Wednesday, 11/2/

There seems to be a misunderstanding as to the return procedures of Pool Supply Unlimited Originally this return was filed as a warranty/non-operating return request As per Manufacturer (Pentair) protocol, warranty issues are addressed and handled by the manufacturer When approved by Pentair, we can take the item back for a refund, less original shipping fees This is due to the fact that the Manufacturer does not reimburse us for original shipping fees Due to the miscommunication regarding this return, a full credit (100%) has been processed for this return We hope you enjoy the remainder of your swim season

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12817338, and find that this resolution is satisfactory to me.In addition ***, from the buisness, has reached out to me and we have worked out the issue, thanks fo your help

I am rejecting this response because:First and foremost, there have been no threats made against this business, the business family, or the livelihood of the employees.on 4/3/I received a call from "***" he stated that Pool Supply Unlimited would do anything to earn back my trust and hopefully I would purchase from them in the future. *** called me from telephone number 951-530-3556, he stated this was the best number to reach him. I have not heard back from ***, so when I attempt to call *** back at this phone number, the line answers and a recorded message says "Announcement, no one is available to take your call, thank you for calling", and the call is ended. This shows me that Pool Supply Unlimited is not concerned about resolving this issue.According to the statute of limitations for District Court I have year to file a lawsuit against Pool Supply Unlimited. I will file this suit and ask the court for reimbursement of the purchase made and charged by Pool Supply Unlimited which totals $714.40, Electrician labor fees and supplies of the original installation totaling $350.00, and the replacement of electrical components and electrician labor after the incident of $575.00. I am will not pursue the cost of the new Pentair pool light installed which replaces the original pool light. I will also ask for court cost and expenses. On July 11, when I placed my original call to Pool Supply Unlimited and was told Pool Supply Unlimited had no responsibility for my "Installation Error" I then turned to the manufacturer J&J Electronics. It was J&J Electronics who trouble shot the error and identified that it was not our installation error, but an error in which light fixture that was shipped. Although I ordered a 120VAC light, a 12VAC light was shipped. Upon confirmation with J&J Electronics which light was ordered based on my printed order, the error was clearly not mine as a consumer.I immediately re-contacted Pool Supply Unlimited and talked with two different individuals Brian and ***. Due to the run around I received on my first call to Pool Supply Unlimited, all phone calls were recorded, each individual I spoke with was told the call was being recorded, no one declined to speak with me. *** requested that I send photographs of the box the pool light was shipped, he was specifically looking for the item number to confirm the incorrect light was shipped. After several unsuccessful attempts to email the photographs to Pool Supply Unlimited, *** requested I send the photos and communicate with him at his personal email (***), this struck me as being very odd, as a major supplier in the swimming pool industry certainly should have an email that works. This certainly contradicts the individual who answered the Revdex.com complaint when they state Pool Supply Unlimited is available 24/via phone and email. I have a recorded phone conversations with Brian and ***, the shortest call is minutes seconds, and a additional recorded calls of me being told *** had left for the day, some of which were morning calls. I Have also sent emails to ***'s personal email, the same email that successfully was used to receive the photo's I took On 4/3/*** stated a new light was shipped the next day of my call to Pool Supply Unlimited, I requested a signature of proof of delivery, *** said it was left on a porchPool Supply Unlimited has failed to provide a refund.In Michigan our pool season typically runs from just after Memorial Day to Labor day, all of months (June, July, and August). So to Pool Supply Unlimited response, we do not think of swimming pools for months out of the year We can settle this amicably and for much less than if I file a law suit, they have until Friday April 20, 2018.

We are sorry to hear about the trouble with your Water Tech Blue Diamond Robotic Pool Cleaner As per the terms and conditions on our website:
We hope you can understand that unlike many of our competitors, we do not sell used or refurbished items, and therefore returned products that are used
and/or installed cannot be re-soldOccasionally manufacturers will guarantee (not to be confused with warranty) their products and we will honor their guarantee, provided you follow their procedure for returning the product
Product returns are subject to the authorization of Pool Supply Unlimited and/or the manufacturer of the productIf a package is returned without an RMA there is no way to know what product is being returned or whom to credit backTherefore any package returned without an RMA number on the shipping label will be refusedYou, the buyer, will be responsible for return shipping, unless we have shipped a product other than that which was expressly ordered by youIf Pool Supply Unlimited provides the label it should already have the RMA number on it
Requesting an RMA:
Please request an RMA here: poolsupplyunlimited.poolreturns.com using your email address and order numberWe will then issue a RMA number which you can write on the return shipping label prior to returning the product(s)When authorized by Pool Supply Unlimited, returned merchandise must be received within days from the date of buyer's receipt of the merchandise, must be in the original undamaged packaging with all accompanying material, in saleable condition with freight paid in full by you, the buyerA signed RMA also must be faxed or e-mailed prior to shipping the product backYour account will be credited the full amount of the returned item less any applicable charges
RMA Charges:
We reserve the right to charge up to a 25% processing and re-stocking fee ($minimum)We also reserve the right to provide a return shipping label and deduct the shipping cost from your refund
Refusal Charges:
We reserve the right to charge a 20% processing and re-stocking fee ($minimum), original shipping, return shipping, and any other applicable refusal charges on products that would have qualified for an RMAProducts that would not have qualified will not be credited
Products Believed To Be Defective or Incompatible:
As it is not possible for Pool Supply Unlimited to have full knowledge or complete details of your pool system, we cannot accept responsibility for merchandise that is not compatible or does not function with your systemWe always recommend that the buyer contact the manufacturers directly to determine that the product will be suitable in their environment, if in doubtBuyer assumes all responsibility without exception, outside of a manufacturer's stated return policy or warrantyWe apologize, but this is due to the huge variety and complexity of pool systems and pool productsWe have found that in the majority of cases where a product does not work as desired, it is not due to a product defect, but rather the wrong product, or a problem with the buyer's system
If you need the number of a manufacturer that is not yet on our links page, please email us and we will forward that information to you promptly In the event that you feel your purchase is defective, it is incumbent upon you to contact us and/or the manufacturer directly for resolution before attempting to return the product in questionMost manufacturers have technical support and warranty service centers that will be more than happy to assist you in making sure that your product is functioning properly, and if not, will take steps to see that any defect is handled quickly
Products Shipped By Freight Carrier:
Returns, defective or otherwise, which were originally shipped by freight truck line (non FedEx, DHL, UPS or USPS) must also be returned via freight truck at customer's expense A product that was delivered by freight truck but shipped back another way will be refused and all costs will be the responsibility of our customer
Warranty Information:
Nearly all products sold by Pool Supply Unlimited carry a manufacturer warrantyIf you feel you have a defective product, please refer to the warranty information packaged with your productPlease contact us by email if you require assistance at [email protected]
Pool Supply Unlimited does not express or imply any warrantiesAll warranties are the responsibility of the manufacturerPool Supply Unlimited expressly disclaims liability for any injury, loss, damage, or cost (including labor) of any kind arising from the use or inability to use any item we sell
These criteria apply to warranties for most manufacturers and most products:
Most manufacturer warranties clearly express that warranty applies to defects in material and/or workmanship only, and cover only the replacement of defective or missing partsAny damage that occurs to a product after it has shipped from the factory is not the manufacturer’s responsibility and is not covered under warranty unless caused by defects in material or workmanship
Labor is not included in most warranties, nor do manufacturers accept responsibility for loss of time, inconvenience, incidental expenses or material charges
Any shipping charges incurred in the execution of a warranty claim are the responsibility of the owner
Warranties typically extend to the original retail owner only and are not transferable
Warranty period begins on date of purchase or installation, if it can be proven with an invoice or proof of purchase
For products that were shipped internationally, warranties are usually only valid if the manufacturer has a presence in the country where the products were shipped

Initial Business Response /* (1000, 5, 2016/07/08) */
We are regretful customer had a negative experience with Pool Supply Unlimited Every order received is treated personally by our staff and fulfilled as quickly as possible Here is the timeline of events for this order:
6/6/- 9:26PM
PST Order received
6/7/- 3:32AM PST Customer was sent email specifying order was to be drop-shipped from Manufacturer Included in email is the following information:
o "One or more of the products below will be drop shipped to you directly from ***We will place your order with *** right away and notify you of the tracking information once we receive itMost manufacturers do not ship the same day but your order will be shipped as soon as possible using the shipping method that you selected at checkout."
o "Information regarding manufacture drop shipped products (see returns policy for more info):"
o "Manufacture drop shipped products are treated as special order items and are often times non-returnableIn some instances drop shipped items may be returned to the manufacture but re-stocking fees and shipping charges will be incurredAny re-stocking fees and shipping charges will be deducted from the refund amount issued by Pool Supply UnlimitedAll returned items require an RMA prior to being sent back."
o "Your credit card or PayPal account is charged at time the order is placedProduct cannot be shipped until the order is paid in full"
6/10/- 10:21PM EST Order was picked up by UPS from Manufacturer on its way to customer Tracking number showing this detail is 1ZXXXXXXXXXXXXXXXX and can be tracked at www.ups.com
While we do have a customer service rep named ***, we have no record of the phone call on 6/ Unfortunately, we do not always receive tracking information immediately from Manufacturer after products ships If we had received this information from Manufacturer, this complaint would not exist
6/11/XXXX X:XXAM Customer called to cancel order with ***
6/16/Customer refused shipment and it was re-routed back to Manufacturer
Pool Supply Unlimited was subject to original shipping fees, return shipping fees and a 20% re-stock fee due to this refused shipmentPool Supply Unlimited stands behind its goal to provide swimming pool products at an extremely competitive price shipped in a timely manner Although we feel we fulfilled that goal with this order, we will refund customer re-stock and return shipping fees We hope Mr and Mrs *** enjoy the remainder of their summer
Initial Consumer Rebuttal /* (3000, 7, 2016/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 6/10, 7:pm (lasting minsec) I was told the order was cancelled (I have our landline phone record that shows date/time call was made)Pool Supply Unlimited (PSU) shows cancelled "6/11/XXXX X:XXAM Customer called to cancel order with ***."
On 6/13, I received five e-mails showing me order shipped on 6/(again, these messages can be provided) PSU now keeps reinforcing order was shipped 6/and pushes that as an issue I only used the information provided to me in their e-mail messages rec'd on 6/Again, another example of information provided to me that was inconsistent with the actual situation Click on UPS tracking # and shows shipped 6/10)
My full understanding from PSU on 6/was that the order was cancelled The morning of 6/11, I ordered the same paint, same price, from a different source
I do not expect to incur any cost involved with this PSU order I have received two credits on the credit card one for balance (minus shipping charges and 20% restocking fee) On 7/13, my account showed another credit for the restocking fee
The balance of $for shipping charges needs to yet be refunded
The saddest part about this situation is that the pool paint from PSU arrived one day before the pain received from the 2nd vendor If I had been given accurate information during my request for status call on 6/ this entire situation could have been avoided
I hope you can understand why I went into a panic on 6/when I received the five identical e-mails from PSU telling me the order was shippedI now had ~$1,worth of pool paint coming from two different sources
Please review my initial Revdex.com complaint for specifics on the communications (or my attempted communications) that transpired since 6/to the time the complaint with Revdex.com was submitted
Again, I expect a full refund with the remaining initial shipping costs of $being credited back to my credit card
Final Consumer Response /* (2000, 11, 2016/07/27) */
Pool Supply Unlimited is a Google Trusted Store They were also notified of this issue This week we received a refund of $from Google Trusted Stores, which satisfies the remaining amount due relating to this issue
I consider this complaint closed at this time

We're sorry to hear of your poor customer experienceThis is the busiest week of our year, but still no excuse for inaccurate or delayed informationThis order shipped from one of our suppliers and boy did they screw it up! They swore they shipped product but could not provide tracking
informationWe threatened to send them Grandma's fruitcake for Xmas if they didn't re-ship a new order ASAPThey have shipped a new order and we will be crediting 100% shipping on this order for your inconvenienceHave a great swim season

1) Original orders placed on Monday, July 3rd (months ago) 2) There were two orders, one for a pool light, and one for a pool light controller 3) Pool Supply Unlimited shipped light controller from our Nashville, TN location on July 3rd, it was delivered to customer
via UPS on July 6th. UPS tracking for this shipment 1ZE***4) Pool Supply Unlimited used a reputable distributor to drop ship the pool light. Light shipped on July 5th and was delivered on Monday, July 10th. UPS tracking 1Z399819***5) While the correct light was ordered, the distributor inadvertently shipped the incorrect light, causing damage to the light and controller. While this was an unfortunate event, mistakes happen, and the distributor was quick to correct error6) As standard practice, a claim was filed with distributor7) WITHIN ONE (1) BUSINESS DAY, A REPLACEMENT LIGHT AND CONTROLLER WAS SENT NEXT DAY AIR TO CUSTOMER. Tracking numbers 1Z399819***and 1Z399819***show delivery to house on July 13th8) There was no reason to believe customer did not receive lights, as we did not hear from him again, until now, eight months laterWe do not understand why customer would wait months to contact us regarding these orders. We have committed telephone support staff days a week, are available via email, and have a chat feature on our website which enables immediate access to customer support. 9) We do not take threats to our business, our family and our livelihood lightly. We are sorry of this outcome and sincerely wished it was addressed months ago when the light and controller was originally delivered

I am rejecting this response because:In other words, you sell a damaged product and SCREW me! Shipping charges and restocking fees????????It was put in the pool, didn't work I contacted the mfgon invoice statement.Other buyers need to be aware of this TERRIBLE WAY of selling and getting away with sending a customer a damaged item and saying "it was used?"How was I suppose to know it didn't work if I didn't put in pool.Shame on you and even more shame on you for getting away with this.MrsJ*** ***

We apologize for the challenges in reaching somebody in customer service This is our peak time of the year and due to the overwhelming number of phone calls received, there is a delay in answering each inquiry We do see that on June 9th, *** reached out regarding your product issue ***
informed you the warranty for your product is a Manufacturer warranty and is handled through the Manufacturer *** proceeded to place a conference call on your behalf to the manufacturer, Zodiac Thanks ***! Zodiac was very helpful and resolved your issue, sending out replacement product We understand this issue has been resolved and hope you have a terrific swim season

Customer was sent a replacement Heater on 3/8. It was delivered on 3/13. Tracking is attached

A third pump was sent on 10/31/ Tracking for third pump is ***and can be tracked at www.fedex.com Third pump is scheduled to be delivered on Wednesday, 11/2/