Pool Supply World

Review: 06/13/15. Online purchase Polaris G5 Hose Assembly, $107.99. (order #L7111400)6/13/15. Paid with [redacted]. Purchase listed in my account. 06/17/15. Customer Service Update (Ticket #6jn1). Back ordered. Ship date expected 2 weeks later. 06/17/15. Reply. Requested order cancellation & refund. (6/17/15. Ordered same item from another company. Received 6/22/15.) 06/17/15. Customer Service Update (Ticket #6k9k). They received 2 hoses later that day and were unable to cancel my order.After many phone calls, my order was cancelled.I was promised a refund. No refund to date.A claim was put in to the company by [redacted] also.Desired Settlement: Full credit for cancellation requested immediately.

Consumer

Response:

Thank you very much for your reply, [redacted].

Review: Won't refund any of my money.

Purchased a foam wall kit for my above ground swimming pool. Wind storm destroyed the pool before I even opened the box. I requested a return/refund. They claim the box I shipped them contained something else. Won't refund my money. I KNOW I shipped them exactly what they sent me because I NEVER removed anything from the box and shipped back everything in the same box as it was received. However, I obviously have no way of proving what they actually received. It's their word against mine. I just wanted to file this complaint to warn others that they could experience the same problem with this company. I am out $100 so I hope it will save others from the same headaches.Desired Settlement: I want my $100 that I am due from the company. They have the foam wall and are denying that they received it.

Business

Response:

Consumer's Final Response

The company did finally give me my money back. They kept insisting that they only received coping strips and that the $100 foam wall portion of the shipment was missing. However, after I contacted you, the UPS, and eBay, they suddenly "found" the other portion of my order and issued the refund. If I hadn't persisted, I'm sure they would have continued to deny that they received the foam wall. I would still like to keep my complaint on file to hopefully alert other potential customers of their poor behavior on returns. Thank you so much for your assistance in this matter!

Review: Called and spoke to someone at the 800# on 8/9/13. Put on hold for 20 minutes then he promised to call me back and they would meet the competition price on Baracuda R0524800 Direction Control Device, Side B for MX8 and the SIDE A part as well

NEVER CALLED ME BACK...WASTED MY TIMEDesired Settlement: Should express mail me overnight these 2 parts for $400 all in...the price promised to meet the competition. I wasted 30 min. on the phone walking through the 2 competing websites pricing, then on hold 20 min, then promised a clal back that never happened.

Business

Response:

Business' Initial Response

X-XX-XXXX Emailed customer in efforts to help resolve dissatisfaction. Learned she had chatted in with [redacted] who asked her to call the office to place a order - being we do not take cc over chat. [redacted] called in spoke to [redacted] who had said he would call her right back. This did not happen

8-22-2013 - [redacted], Sent customer the owners manual for the MX8 cleaner via email

8-22-2013 - Helped customer place order for 2 parts.

Order Arrived on: Thursday, 08/29/2013 at 10:08 A.M.

Customer is happy; I thanked her for bringing this to our attention so we could fix the error.

Consumer's Final Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Great service. Handled it perfectly.

Review: I ordered a custom spa cover for a hexagon shaped spa on July 27, 2014. The company's website says that it "usually ships within 2-12 business days." After about a week, I received an email asking that I verify the measurements of the spa cover. I immediately responded, verifying the dimensions. After several weeks, I contacted the company via its website customer service to discover the status of my order. Several days later, on August 22, I received a phone call from a man who said he was "[redacted]" and asking me to take photos of the old spa cover to verify the dimensions again. I found this rather insulting, and, I believe, a bit sexist. Like I couldn't possibly be right about the measurements because I'm a woman. I sent the photos with the tape measure in the pictures on August 25 to Mr. [redacted]. On September 3, I received another telephone call from the company, this time from "[redacted]" telling me they still had questions about my order. It's been 5 weeks. They took my money and I still have no spa cover. When I called Mr. [redacted]'s number, I got the voice mail. I'm fed up and I just want my money back now. I was also not pleased to learn that they lost their Revdex.com accreditation on August 11, 2014.Desired Settlement: I just want my money back now.

Business

Response:

Review: Purchased a solar heater May 2014. 1 year later one of the panels has holes in it (there are 2 panels that make up the heater). Called the company and they started an RMA and was told to email pics of the unit with the holes, etc. After 2 weeks of not hearing from someone I called and then was told I had to go through the manufacturer. Pool Supply World then emails me the incorrect phone number for the manufacturer. When I finally make contact with the manufacturer I pretty much get the run around from the guy. I forwarded him the pics of the leak and had to chase him around for a week or so. Instead of sending me a brand new heater he sends me 1 panel. When my husband goes to install it it is bigger than the previous one plus he didn't send any hardware! Lo and behold now the other panel starts leaking. I called the manufacturer 3 times with no phone call back. I called Pool Supply World and told them what was going on and that I wanted my money back. They pretty much told me it was my problem. Finally my husband got a hold of the manufacturer and we are currently waiting for a brand new solar heater. Subsequently I called Pool Supply World again and told them I thought their customer service lack merit as well their vendors. Was assured a manager would call me to discuss my concerns.....3 days later no phone call!Desired Settlement: An acknowledgement and maybe an apology goes a long ways. I also would like my $$ back.I believe companies should 100% stand by the products they sell, good or bad! In this instance, their customer service was probably the worst I have ever dealt with. I will never purchase another product from this company again.

Business

Response:

[redacted]April 21st 2014[redacted] Ms. [redacted] contacted uson 6/4/2015 to advise her Solar Heater had holes in it after one season of use.Customer sent pictures of the damage on Friday 6/5 and on Tuesday 6/9/2015 thecustomer called in for an update. We supplied customer with contact informationfor the manufacturer ([redacted]). On 7/9/2015 customer contacted us againstating that she wanted us to facilitate a refund because she felt that the manufacturer wasgiving her the run around. Ultimately, Ms. [redacted] was able to contact the manufacturerand [redacted] sent customer an entire new unit, delivered under UPStracking # [redacted]. Attached is a link to our policy. Issues with items outside of our 30 dayreturn policy are resolved with the manufacturer. We are deeply sorry if Ms.[redacted] felt like we did not give her the utmost care and customer service. Wetruly hope she is satisfied with the new unit.

Consumer

Response:

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 manufacturer. It is quite apparent that there are incompetent people both with Pool Supply World and their vendors!We would like a refund. WE WILL NEVER EVER DEAL WITH POOL SUPPLY WORLD EVER AGAIN! This company needs to stand by their product, good or bad!

Review: I returned 2 Unions, told I would receive email receipt and Visa refunded. I called two weeks later, told they would fix it. Didn't.

Order WXXXXXXX.

When I called about not getting either email or refund on my VISA card, [redacted] in CC said he would take care of it. I asked "Today?" He said "Better give me a few days." I waited two weeks. Nothing has happened.Desired Settlement: I want the $23.98 refund on my VISA card as promised by the original salesman and also by the customer service technician two weeks later. I would also like an explanation as to why they failed to do what any other retailer can do in one minute.

Business

Response:

Business' Initial Response

There was a slight delay in his refund to due internal software change in our accounting group.

Today, I called [redacted] today apologizing for the inconvenience this may have caused him. I asked him to double check with his bank to make sure the funds were indeed in his account. Waiting for a call back from [redacted].

Customer was refunded on X-XX-XXXX - amount $25.78.

Date/Time: 23-Apr-XXXX XX:20:34 PDT

Transaction ID: XXXXXXXXXX

Transaction Status: Refund

Review: PURCHASED PRODUCT. ETURNED PRODUCT ON 7 MARCH 2014 FOR REFUND. NO REFUND HAS BEEN PROCESSED TO DATE DESPITE MY TELEPHONE CONVERSATION WITH CUSTOMER SERVICE. SEE RA [redacted].Desired Settlement: PROCESS REFUND AS ORIGINALLY REQUESTED - WITHOUT FURTHER DELAY.

Business

Response:

Order Date: 2-3-2014

Product Ordered: Nature 2 W27012 Spring Express Cartridge Phosphate Eliminator

Original Request: RMA - Customer ordered incorrectly.

[redacted] ordered the wrong product; he shipped it back to our MI warehouse; unfortunately the package was not checked in the correct way, which has delayed, Mr. [redacted] from receiving his refund.

We are waiving the restocking free given the timeframe; a check refund for the full amount is being issued to John. Our apologizes for the delay and inconvenience this has caused Mr. [redacted]

Consumer

Response:

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

In August, our 3rd 2HP Century A. O. Smith pool motor stopped working. Pool Supply World sold us all of the motors with a one year warranty. I called and was told that we were out of warranty coverage and needed to order a new motor. We were sold a more expensive motor, up from $235.99 to almost $600. I questioned the amount of time on the other pump's motor and was told they would send in the paperwork, but I was wasting my time. The manaufacturer, Century Motors, asked us to send back the motor ar their expense. On Septmber 3, 2015, the new, more expensive motor, was installed at a cost of $405.31. Day later, a new Centrury 2HP motor was delivered. I believe we were deceptively sold a more expensive motor while our older motor was still under warranty. I called both Pool Supply World and Century Motors and was told we could not return either pump, and to sell the extra motor with no warranty. We were either oversold on a new motor or lied to, you be the judge. We're stuck with an extra pool motor.

Review: Purchases pool hose, it collapsed in one spot used it 2 short times this happened both times in same area. Received product on 8/8 or 8/9 contacted company on 8/19 for return. They will not allow me to return because it has been used. Their return policy does not say used items can not be returned. How was I to know it was defective if I didn't use it?. They are also saying this hose is too small I need a 11/2" hose. I have tried a hose that size it is too big, will not fit my skimmer. The hose I am replacing is 11/4" the size I ordered from this company. I will be glad to return this product to them, I would like a full refund.

Product_Or_Service: Pool hose

Desired Settlement: DesiredSettlementID: Refund

Refund of product price...

Business

Response:

Business' Initial Response

Order date 8-5-2013

Product on 8-9-2013

8-19-2013 Cusotmer chatted in stating the hose is defective and low quality. She explained that is is collapsing when being used. She requested a refund. RMA request created and pictures of product requested.

8-20-2013 Customer Care Agent contact the manufacture about product and sizing and if there is any troubleshooting that can be done. "Hey [redacted] We would be glad to work with your customer. Not certain what size pump they have however this is typically a sign that it is too strong for that diameter hose and he should be using a 1 1/2" hose. However, this is not available in 2" so the 1.5" NA205 should be a better option.

X-XX-XXXX Customer upset the hose collapsed. She believes it is defective, but her pump is simply too powerful. She will purchase the correct hose, and we will credit her back for the hose she ordered on this order, per [redacted].

X-XX-XXXX Full credit was issued to customer $20.99

Consumer's Final Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Review: I ordered an above ground pool and spoke directly with a customer service rep. who told me my pool would be delivered one week from the time I ordered. My husband I spent the next two weeks trying to get information about the whereabouts of our pool. we were dealing with the corporate office at this point. Many messages and phone calls later we finally received a tracking number and contacted the freight company who had our pool but was not going to deliver until the following week because they had no lift truck. My husband went to the local warehouse location and pick up our pool. we finally had the pool and spent most of an entire day assembling and preparing to install the pool. Our pool was a 24'x48" above ground. After spending all day preparing we finally were ready to put up the walls and spent time doing this only to find that the wall we had was NOT 24' round. The wrong wall had been packed with our supplies for our 24' pool! Infuriating to say the least and of course this is on Saturday and nothing will be handled until Monday! We had already been promised a credit for $125 and still have not received it as of this day! This company has given us nothing but trouble! I will never use this company again and I would never recommend anyone use them.Desired Settlement: We have requested this matter be solved with an appropriate upgrade and replacement. We would also like to be refunded most of the money because of our pain and suffering!

Business

Response:

Customer Name: [redacted]

Order Number: [redacted]

Order Date: 5-22-2014

Product ordered: Sharkline Reprieve 24' x 48" Round Above Ground Swimming Pool

[redacted] had ordered a pool from us and took much longer then expected for delivery due to manufacturing delays which has effected her receiving her pool in a timely manner. In efforts to make things right we had issued a credit of $125.00 given the situation.

Upon the [redacted]’s receiving their pool they discovered the walls the manufacture packed were the incorrect size – they received an 18ft round wall instead of 24 ft. round. We immediately contacted the manufacture to resolve the issue and updated [redacted] along the way. The correct walls were shipped the same day and credited an additional $200.00 from the manufacture for the oversight and errors.

Review: Received wrong item. Has been over two weeks and haven't made it anywhere with their customer service.

Ordered a Manufacturers Marketing XXXXXX_4-5_16 Element, 1-1/4in. Thd 6Kw 240V 2 T-Wells on June 8th and the item I received is clearly a 5.5kw heating element that is quite a bit different from the one I had ordered. I had called their 800 number and was told to go online and fill out a RMA request. So I did just that and two days later I had received an email saying they would like me to send them pictures and that they would get with me in 24-48hrs. So I took pictures of the wrong item and sent them. Another 2 days had gone by and I had received a call from their customer service team. They had told me that the pictured I had sent were not clear and that I needed to send different pictures. I was able to open the pictures directly from my sent email and they were perfectly clear. So I went ahead and gave them the benefit of the doubt and took additional pictures and emailed them. It has now been a whole week and I haven't heard a thing from them since.Desired Settlement: I would like for them to send me a box with a shipping label so I can send this heating element back for replacement with the correct heating element. This way they can inspect the part for themselves rather than me having to send pictures for their mistake.

Business

Response:

Business Response

Product Ordered: XXXXXX_4-5_16 - Manufacturers Marketing Element, 1-1/4in. Thd 5.5kW 240V 2 T-Wells

Recap:

6-13-2013: Customer chatted with one of our Digital Communication Team member's stating he received the wrong item and needs to exchange it for the correct unit.

Chat conversation:

Code: [redacted] Order Number:WXXXXXXX Best Contact Method: Phone Reason For Email: Return Authorization I had ordered a Manufactures Marketing 624011 4-5 15 Element, 1-1/4in. Thd 6Kw 240V 2 T-Wells heating element. However the one I had received is not the one as ordered. I am unsure of the description or part number of the item but can tell that it is a 5.5Kw heating element and has different termination studs. I am needing to return this one for exchange for the heating element that I had ordered. Thanks, -[redacted] spoke to a RMA team member who was assisting him with exchanging the product he received for the right item. Unfortunitly, the customer was not sure the type of spa he had or the spa heating element part number. The RMA team member request photo's to determine what the customer received. The initial photos were not able to be view and a second request was made. Photos received; we learned there was an error on the website which as been fix.

On July 2, 2013 we issued a return label to the customer and email the return instructions to him. Fedex label number is XXXXXXXXXXXXXXX . To date the label show it was created but no movement on shipment.

I will be calling the customer to ensure he received the label and walk him through the balance of the process.

Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

The email they had sent me did not have a shipping label attached. I had sent them an email back on July 6th letting them know the email they had sent did not have a label attached and I haven't gotten a response back.

Business Response

Revdex.com Case: XXXXXXXX

Customer: [redacted]

Order Number: WXXXXXXX

Order Date: June 8,2013

Item Ordered: Manufacturers Marketing Element, 1-1/4in. Thd 5.5kW 240V 2 T-Wells

Overview:

When [redacted] initially emailed in stating he received the wrong item.

In reviewing the information it appears unfortunately, the customer order the based on the description on the website and not by his part number.

Our RMA team member determined our description matched what he was looking for but the part number is what he received. We have updated the website on ensure the part number and description matches.

We worked with [redacted] to figure out what kind of spa he had to cross reference the element he needs. At this time he does not have the information of the spa and make purchasing parts challenging.

On 7-2-2013 we determined the best course of action was to provide [redacted] a pre-paid label to return the product so we can credit him. We resent the email and label on 7-8-2013; to date he has not sent the product to our warehouse.

If need be I can resend the label and email to help resolve this issue.

Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I have NEVER received a shipping label. Nor have I received a second email from the company. Also since this has been going on for several months maybe a call would be nice to let me know that they are going to email a label and confirm my email address since its very obvious that I am not getting the shipping label. This way I can confirm that I have the label before the rep gets off the phone. A little customer service and communication would go a long way here.

Business

Response:

Complaint Case #: [redacted]

Consumer: [redacted]

Order Date: June 8, 2013

Order Number: [redacted]

Product Ordered: 624011_4-5_16 - Manufacturers Marketing Element, 1-1/4in. Thd 5.5kW 240V 2 T-Wells

Recap:

6-13-2013: Customer chatted with one of our Digital Communication Team member's stating he received the wrong item and needs to exchange it for the correct unit.

Chat conversation:

Code: 1IVWBJ Order Number:[redacted] Best Contact Method: Phone Reason For Email: Return Authorization I had ordered a Manufactures Marketing 624011 4-5 15 Element, 1-1/4in. Thd 6Kw 240V 2 T-Wells heating element. However the one I had received is not the one as ordered. I am unsure of the description or part number of the item but can tell that it is a 5.5Kw heating element and has different termination studs. I am needing to return this one for exchange for the heating element that I had ordered. Thanks, -[redacted] spoke to a RMA team member who was assisting him with exchanging the product he received for the right item. Unfortunitly, the customer was not sure the type of spa he had or the spa heating element part number. The RMA team member request photo's to determine what the customer received. The initial photos were not able to be view and a second request was made. Photos received; we learned there was an error on the website which as been fix.

On July 2, 2013 we issued a return label to the customer and email the return instructions to him. Fedex label number is [redacted] . To date the label show it was created but no movement on shipment.

I will be calling the customer to ensure he received the label and walk him through the balance of the process.

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)

The email they had sent me did not have a shipping label attached. I had sent them an email back on July 6th letting them know the email they had sent did not have a label attached and I haven't gotten a response back.

Business

Response:

Revdex.com Case: [redacted]

Customer: [redacted]

Order Number: [redacted]

Order Date: June 8,2013

Item Ordered: Manufacturers Marketing Element, 1-1/4in. Thd 5.5kW 240V 2 T-Wells

Overview:

When [redacted] initially emailed in stating he received the wrong item.

In reviewing the information it appears unfortunately, the customer order the based on the description on the website and not by his part number.

Our RMA team member determined our description matched what he was looking for but the part number is what he received. We have updated the website on ensure the part number and description matches.

We worked with [redacted] to figure out what kind of spa he had to cross reference the element he needs. At this time he does not have the information of the spa and make purchasing parts challenging.

On 7-2-2013 we determined the best course of action was to provide [redacted] a pre-paid label to return the product so we can credit him. We resent the email and label on 7-8-2013; to date he has not sent the product to our warehouse.

If need be I can resend the label and email to help resolve this issue.

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)

I have NEVER received a shipping label. Nor have I received a second email from the company. Also since this has been going on for several months maybe a call would be nice to let me know that they are going to email a label and confirm my email address since its very obvious that I am not getting the shipping label. This way I can confirm that I have the label before the rep gets off the phone. A little customer service and communication would go a long way here.

Business

Response:

Thanks again for your help attached is the label for Mr. [redacted]). I have also attached a link for Adobe in the event he need to download a pdf view to print the label.

Review: I purchased a pool filter and pump from the vendor, but when it arrived, only a filter and housing with hoses was shipped. The parts that did arrive were abraded. There was no pump in the box. The item was incomplete and damaged. I requested an exchange, and received an initial response, but no additional followup despite attempts to contact them by phone, email, and their online chat. The item was paid for in full by credit card, but has not been received. My pool construction has been delayed because I do not have this critical component. This was my second order with the vendor and totaled $446.99 . The item was "Waterway 522-5167-3S ClearWater II 150 sq. ft. Cartridge Filter Above Ground Pool System with Hi-Flo 1-1/2HP Dual Speed Pump". The order was placed 3/22/14 and the matter is unresolved as of 4/4/14Desired Settlement: I have requested that the vendor replace the damaged and incomplete product with one that is complete and as advertised at no additional cost to me. If the matter cannot be resolved in a timely manner, I will purchase from another vendor, and will at that time request a full refund.

Business

Response:

3-27-14: Customer calls to notify us shipment arrived missing items. Customer Care Agent request pictures of shipment. Pictures received.

4-7-2014: Customer emails a prepaid return label for product. Plan was to send a replacement out when movement on label occurred.

4-19-14: Replacement backordered with manufacturer; customer emailed with update

4-23-14: Manufacture notifies us product is NLA for the season

4-28-14: Refund request submitted

4-30-14: Refund Complete – customer emailed refund information

Review: I placed my order with PoolSupplyWorld.com for a 4 pack of Jandy CL-460 filter cartridges by Pletco on May 10, 2014. On the website it states orders are shipped to be received in 7-10 days. After 9 days I checked my account to see my order and whether it had shipped. It stated it was still being processed. I called the 1-800 # and spoke to [redacted], he put me on hold to find more information, then hung up on me. I called back and requested to speak with a manager, [redacted], he told me that there seemed to be a problem with my Shipping and billing addresses not matching, but then could not find the inconsistency. He told me he was going to contact the warehouse, and get me a tracking number. He did not, and when I called the next day he did not answer nor did he return my phone call. I called back later the afternoon to cancel my order, I spoke with [redacted] again, who again put me on hold then hung up on me. I received an email that my cancelation was pending locating my order at the warehouse. Which they have been unable to do for 3 days. I called this morning and was told that the warehouse just got the shipment of filters in and that they would be shipping out if I decided to keep my order. I asked if this was the case why didn't any one of the 4 people I spoke to was able to give me that information. She said she did not know and that it was policy to call when items were back ordered. I again requested my money back, and was told that I would receive it back to paypal within an hour. Im still waiting...Desired Settlement: I want my full refund: $161.99 back to my paypal account

Business

Response:

Customer Notification Date: 5-19-2014

Customer called in and stated that she has not received her order. She state that she was on the phone with [redacted] and he hung up on her I am sure by accident, and now she is talking to [redacted] on chat. She is very unhappy with our customer service. She wants her order now. Her correct phone number is ###-###-####

5-19-2014: Got in contact with Pleatco, they are checking into tracking request.

5-20-2014: Customer call to cancel order. Email sent - We have sent a request to our warehouse to cancel your full order [redacted].

5-21-2014: Customer credited in full

5-22-14: Filter delivered to customer and have not been returned [redacted]

I ordered a pool heater from Pool Supply World only because they were $20 less than bestbuypoolsupply.com. HUGE mistake. I requested their Tax ID# due to this heater being exported to Mexico (as I do from other USA suppliers regularly) and they refused. Even though the ship-to address was directly to the exporter, they still refuse to provide the required tax ID#. I will NEVER order from them in the future. Bestbuypoolsupply.com is clearly the best and know how to treat customers.

Review: Have been trying to return an unneeded kit of hardware, price approximately $37.00; contacted company on July 15 by email. Was told a customer service person would get back to me. They never did. Emailed again on July 22, and as of July 28 no response, and no answer when contacted customer service by phone on July 28.Desired Settlement: Am only asking for a simple refund (and am aware that a 15% restocking will apply).

Business

Response:

Ms. [redacted] placed an order on July 6th 2015. On 7/12 she called and notified us byvoicemail that she did not need the mounting kit she purchased. We sent email correspondenceto Ms. [redacted] stating that we would be happy to get the return process started.The email stated that we require a picture of the item being returned. This ispart of our return policy. The customermust have inadvertently missed our request to send pictures and we sent a reminder on7/29/2015. Customer replied with pictures the same day and we were able to continue the return process. The item is en route back to our warehouse and is due to arrive on8/6/2015. In effort to make Ms. [redacted] happy, we waved out standard RSF of 15%.We apologize for any inconvenience our return process may have caused the customer.

Consumer

Response:

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

Review: I purchased a product, the very first time I used it, I knew this was a problem and did not fit correctly with my pool. I immediately contacted the retailer and they said I had to deal with the manufacturer...I did exactly what I was told, only to find out that the retailer is responsible for refund and or exchange. The retailer informs me this is not true. So I am turning to you for help. I would like a refund or an upgrade to a different product even if I have to pay more. This all started at the end of April 2014, it is now June 18, 2014.Desired Settlement: I would like for Pool Supply World to accept the return of their product and would like a full refund, or I would like to upgrade to another product.

Business

Response:

Review: I placed an order July 6th for two items for my Polaris 360 pool cleaner (filter bag and a package of 4 or 5 sponges that go on the tail). I received one sponge, so I emailed them and they sent me two more. Then I checked the tracking of the bag. The bag never shipped and to date (7/25), I do not have, nor do I know the status of my purchase. I ordered two items and do not have a complete item of either. They took my money and have not forwarded my product.Desired Settlement: I want my money back or a complete order.

Business

Response:

Some items in the customer's order did not ship. Replacements were issued, but the products still did not ship. The customer contacted Revdex.com to dispute the charge until they received their items. Again, replacement items were issued to the customer and are due to arrive tomorrow, 8/5/15 with UPS under tracking # 1Z88W1400398341307

Consumer

Response:

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.

Business

Response:

We are sorry to cause Ms. [redacted] so much frustration. I can assure you we are not trying to scam people. We ordered a replacement for the items that were not delivered. Due to a processing error they did not get sent in a timely manner. We have since rectified the problem. The missing item was delivered on August 5th, 2015. Attached is the tracking confirmation. Again, we apologize for the misunderstanding.

Review: Purchased replacement ozonator bulb from pool supply world. When bulb arrived it was installed per the exact instructions. When unit was turned on it would not light up. I have talked with customer service and warranty division 5 times requesting a return authorization. They will not respond with the authorization number. The last excuse was that they were very busy and would get to when they could. This has been going on for 10 days now. I sent pictures as requested and still no response. Talked with customer service again today, same excuse. I want a full refund on this defective part. The order # is [redacted]Desired Settlement: Give full refund immediately after I am given return authorization and the returned bulb is sent to them. I cannot return product until they give me the return information.

Business

Response:

Mr. [redacted] placed an order with us on 7/12/2015 for Paramount [redacted] Clear O3 Water Purifying System Replacement Lamp. The item wasdelivered on 7/16/2015. Customer contacted our customer service department on July 17th to let usknow the product was not working properly. Per our policy werequested pictures be sent of the condition of the item via email on 7/17.Customer did not respond with pictures until 7/27. After pictures were receivedwe realized the wrong item had inadvertently been sent from the warehouse which cause the bulb notto work for his system. We offered to send a correct replacement lamp but Mr. [redacted]declined the replacement and we issued full refund on 8/3/2015. Amount $78.00.

Review: I purchased a pool with a filter and pump last summer. During the first week of May this year, I noticed that the flange clamp on the filter was broken. It was still under warranty, so I contacted the company. Was given a part number, then told by the fellow he would order the part and contact me. Two weeks later, I called back, and there was no record of the part being ordered. Called again, and was transferred to the warranty department to speak with Ona. After a week or so, she said I gave the wrong part number, even though I got it from them and it is also on their website. Finally, they sent it out, and sent it to the wrong address. Called back, and the man I spoke with hung up on me. Finally got Ona again, and she contacted the warehouse to reship the part. They sent another one out, to the wrong name, so I didn't get that either. Now, they are not returning my calls or emails. I gave up and bought a brand new filter, from another company, and am now out $140 thanks to Pool Supply World. This whole process took 6 weeks, and I still don't have the part they were supposed to send out.Desired Settlement: I would like Pool Supply World to reimburse me for the cost of the new filter I had to purchase from another company due to their incompetence...$127.99 USD ($140 Cdn). There is no need of something this simple taking 6 weeks, and still not getting resolved.

Business

Response:

Customer Name:

Review: I PLACED A ORDER FOR A ITEM CANCELLED THE ITEM BY PHONE WITHIN MINUTES OF THE ORDER, CALLED A SECOND TIME, WAS TOLD THE ORDER WAS CANCELLED AND THE ITEM WAS REFUSED, STILL THE COMPANY SENT THE ITEM. THE ITEM WAS REFUSED FROM UPS. THEY STILL WANT TO PLAY GAMES FINANCIALLY OVER THE ITEM AND NOT ADMIT THE ITEM WAS SIGNED FOR IN THE WAREHOUSE ON 11/15/2014. TOTALLY UNACCEPTABLE BUSINESS PRACTICES.Desired Settlement: I WOULD LIKE A REFUND AND A APOLOGIZE FOR BEING A NEW CUSTOMER AND HAVING THE UPMOST DISREGARD FOR WHAT I ASKED FOR.

Business

Response:

Customer Name: [redacted] Order Number: [redacted] Date of Order: November 5th 2014 Mr. [redacted] 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. [redacted], a Customer Care Agent talked with [redacted] 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[redacted] 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 [redacted] our causeany inconvenience. [redacted], a Customer Care Supervisor called [redacted] topersonally apologize and to ensure he knew the refund had been process.

Consumer

Response:

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