Pool Supply World

I am rejecting this response because: We received a solar heater on Friday (7/17) (was PROMISED we would have it by Wednesday 7/15) My husband went to install it yesterday (7/19) and THERE WAS NO HARDWARE INCLUDED! How are we supposed to use this unit without any HARDWARE!!! We are tired of the run around from the manufacturerIt is quite apparent that there are incompetent people both with Pool Supply World and their vendors!We would like a refundWE WILL NEVER EVER DEAL WITH POOL SUPPLY WORLD EVER AGAIN! This company needs to stand by their product, good or bad!

I am rejecting this response because: I have been refunded but it took too much stress and I was not immediately notifiedI tried to contacted the business several times and left my phone number with different people and never receive a callCustomer service from your managers is terrible and this makes people angry a simple email or call would do wondersI do not need an further action but I do not appreciate the lie

I am rejecting this response because: That company did not inform me that they were sending me a new product until they received my complaint from you (Revdex.com) and I disputed my payment at my bank They did not even know that I never received my product (according to them) A gentleman called me at the end of last week and told me that I would receive my product this past Monday That still was not true They shipped the wrong product to me on the first part of the order and I still do not have the correct number of sponge pieces for my pool cleaner This company is trying to scam people! What they are doing to me is not right! I contacted you because I did not get the products I ordered and got no response from them They started their resolution ONLY after I started my dispute

This issue has been resolved and this complaint can be closed Thank You, [redacted] ***Murfreesboro, Tn

I am rejecting this response because: DAYS IS STILL NOT DAYS BEFORE OR AFTER AM WHAT A POOR WAY TO DO BUSINESS

Hello [redacted] ,We apologize for any inconvenienceThe Pool Liners are made to order and we did unfortunately get back ordered on themAt the point the back order occurred you were immediately notifiedThe order has been cancelled and you were fully refunded on 06/04/If you need further assistance please let me knowI can be reached at [redacted] x ***Thank you [redacted] Pool Supply World

Thanks for the message and sorry to hear about the issues you have experiencedI have emailed you directly to hopefully work towards the solution that was discussed beforePlease email me back via the provided email address, and I would be happy to assist further.Have a great day! ***PoolSupplyWorld [redacted]

Hello,Again we apologize for the issues that have occurredIf the directions were read and followed all of these issues would not have happenedWe will assist with some type of discount on a replacement liner and that is allThank you Pool Supply World

Thank you very much for your reply, [redacted] .I am very glad that you contacted the companyAs a result of my case against them through [redacted] (and their contact with them) I was finally issued a refund today.Sincerely [redacted] ***

The customer contacted us on the 10/16/stating that the pump does not workWe had to contact them times to get photos of the product in order to assist with a returnWe finally got them on 10/23/ We emailed them a return label on 10/24/We have a day return policyThe item was not returned to us until 01/08/The warranty is through the manufacturer ***The customer states that they talked to the manufacturer and they deemed it defectiveAt this time the manufacturer should have replaced anything that would not have been operableParts, the entire unitetc The customer returned this to us outside of our return policy timeframe, and it was returned usedThe item is rusty photos are attachedDue to the time frame and the state of the product, the item has been returned to the customerThe customer has this item in their possession and therefore will not be getting a refund

Hello,We have worked with the installation company, they are working with the customer to get this installedWe have provided $discount for this order for the inconvenienceThank youPool Supply World

Customer Name: *** *** Order Number: *** Date of Order: November 5th 2014 Mr*** called on November 5th to cancelhis order; we were not able to cancel the order before it was shipped from our warehouse. Shortly thereafter, we received
notification the customerhad submitted a charge back with his credit card company. ***, a Customer Care Agent talked with *** and asked that he refuse the package to avoidany return shipping charges on the customer’s behalf and to accelerate hisrefund time frame.The customer inquired about his refund and informed us hehad his neighbor refuse package for him while was out of town. Unfortunately, the UPS website had not correctly been updated. When we tracked that package*** on UPS website; the last location listwas at customer’s front door resulting in a refund delay. We opened a UPS investigation to gain additional informationand the whereabouts of his package to allow is refund to beprocessed. As soon as we learned the UPS site had incorrectly reported his informationwe issued a refund immediately. It was never our intention to frustrate *** our causeany inconvenience ***, a Customer Care Supervisor called *** topersonally apologize and to ensure he knew the refund had been process

Hello,The customer has already been approved to have this returned with no feesThe return label has already been sent to herOnce we get the item back she will be credited in fullWe do have a 15% restock fee and a $shipping fee, but all fees have been waivedWe do ask for pictures
to ensure the condition of the unitUnfortunately sometimes in transit back to us the product becomes damagedThe photos are to ensure that the customer is not liable for this damage.Thank youPool Supply World

*** ***April 21st 2014*** Ms*** contacted uson 6/4/to advise her Solar Heater had holes in it after one season of use.Customer sent pictures of the damage on Friday 6/and on Tuesday 6/9/thecustomer called in for an updateWe
supplied customer with contact informationfor the manufacturer (*** ***)On 7/9/customer contacted us againstating that she wanted us to facilitate a refund because she felt that the manufacturer wasgiving her the run aroundUltimately, Ms*** was able to contact the manufacturerand *** *** sent customer an entire new unit, delivered under UPStracking # ***Attached is a link to our policy. Issues with items outside of our dayreturn policy are resolved with the manufacturerWe are deeply sorry if Ms.*** felt like we did not give her the utmost care and customer serviceWetruly hope she is satisfied with the new unit

Mr*** placed an order with us on 7/12/for Paramount *** Clear OWater Purifying System Replacement LampThe item wasdelivered on 7/16/Customer contacted our customer service department on July 17th to let usknow the product was not working properlyPer our policy
werequested pictures be sent of the condition of the item via email on 7/17.Customer did not respond with pictures until 7/After pictures were receivedwe realized the wrong item had inadvertently been sent from the warehouse which cause the bulb notto work for his systemWe offered to send a correct replacement lamp but Mr***declined the replacement and we issued full refund on 8/3/Amount $

Hello,Multiple members of the management team here have reached out to provide further assistance on this matterWe apologize for what has happened. Based off of the photos that were provided to us, an excessively high amount of tabs were used, in a very short amount of time. If the
pool water was properly balanced and the instructions were read and followed, all of the issues that have been experienced would have been avoided. We would be happy to see what we can do to provide some discount on a replacement liner.Thank youPool Supply World

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

Hello,I spoke with the customer earlier todayWe are sending out a full replacement unitWe have also provided a return label to get the original unit back after the replacement arrivesPlease let me know if there is anything else we can do to assist. Thank
you***Pool Supply World

I am rejecting this response because:when I talked with the manufacture about this product they told me it was defective and to return it to where I bought itI called pool supply world and asked for a return ticket we have been working on our home that flooded and as soon as we were able to return the product we didI communicated with pool supply world a couple of times and the bottom line is they sold me a defective product and they need to return my money.The reason they gave me for not wanting to refund my money is that the product was not returned unused and new I told them I cannot return a product unused when I had to hook it up to find out that it did not work the product was defective they need to refund my moneyThey sold me a product that they knew was bad and that should t be allowed by anyone!

Consumer states that the business has contacted him to directly to address the issues and consumer considers the matter resolved