Pool Supply World

Review: I bougjht two solar panels. One was defective and had a leak when installed. I sent pictures and they agreed that it was defective.

When I asked for a replacement after sending the pictures I had to wait 2 ewwks. All they would do is give me their supplier and told me it was up to me to get replacement. The supplier wants me to cut up the panel and send in sections for inspections. This will take weeks more and is beyond my abality as a home owner. I feel they know this and have made this difficulty on purpose. Pool Supply World warrenty states they will assist with replacement. Giving me a phone number and cutting up the panel is a way to deflect responsibility for their sales product and to (make me go away).Desired Settlement: I want a replacement for my defective product. Pool Supply World should deal with the supplier, not me. I am not a contractor! This retuen policy is a rip-off since most people, like me are not contractors to cut up units for their replacement. Plus, Pool Supply World does not answer phones. I called every day and only got phone nachines that they would call me back, which the never did.I only finally got an e-mail that refered me to the supplier and said I was on my own.

Business

Response:

Consumer's Final Response

I would like to drop my complaint #XXXXXXXX. Pool Supply Worls has responded and is replacing my defective solar panel. They have been helpful and responsive. I am very happy with their response and service.

Review: When a company offers two day air for an upcharge, you expect the product accordingly. Not so with this company and when I asked for a refund they refused. It took 5days for the product to get to me. So much for Pool World and the 2nd day air. It amazes me that they couldn't fill the order accordingly and if they couldn't should have stated so.Desired Settlement: Credit the shipping that was charged

Business

Response:

Customer Name: [redacted]Order Number: [redacted]Date of Order: June 24th 2015 Ms. [redacted] placed order on June 24th 2015. 12:05:41pm.Customer selected our 2 day air option. When you select that option a message pops up that reads.” Cutoff for Expedited Shipping options is 10 AM PST. Orders after 10 AMwill ship the following business day. Expedited Shipping does not include Saturday & Sunday.” Since Ms. [redacted] placed the order after our cut offtime, the order was processed and shipped on the next business day, ThursdayJune 25th and the order arrived on time Monday June 29thon time and on schedule. We apologize for any confusion, it was certainly not ourintention to mislead the customer.

Consumer

Response:

I am rejecting this response because: 5 DAYS IS STILL NOT 2 DAYS BEFORE OR AFTER 10 AM. WHAT A POOR WAY TO DO BUSINESS.

Review: I ordered a pool from this company three weeks ago and I still don't have a definite answer of when the pool will be shipped. It took them two weeks to even call and tell me that the pool I ordered was not in stock. I have made several phone calls to the company with no satisfaction to me. They assured me that the pool would be shipped out today from a warehouse in Michigan and that I would be getting an email stating this. There was no email so I made another phone call this afternoon and was told now that the pool won't even be at the warehouse until Friday. The company has of course accepted my payment and holding it now for the last three weeks. Please contact me with any questions as it would be lengthy to include all details regarding this matter. I would still like to keep the order but I think that I should be partially refunded for the ridiculous amount of time this is taking and for the inconvenience.Desired Settlement: As stated above I still want the pool but I think a partial refund is necessary.

Business

Response:

Order Number: L2176971

Date of Order May 29, 2014

Customer Information:

Product Ordered: Sharkline Heritage 21' x 52" Round Above Ground Swimming Pool

[redacted] ordered a pool from us in late May; the delivery of her pool took much longer then expected due to manufacturing delays. In reviewing her order notes its clear we could have contacted her sooner with an update and apologize for the trouble and inconvenience this has caused. We contacted [redacted] and left a message in efforts to discuss a resolution.

Review: Pool Supply World sold us a Hayward T-Cell 3 Turbo cell on ~5/14/13. The cell has never worked, and they will not accept it as a return.

We contact Pool supply World numerous times via email and phone calls. They are refusing to exchange the cell for a new one because it was installed. There is no way to know that the cell did not work correctly unless it was installed. We also took the cell to a local Pool store and had it tested. It failed the test confirming that we were sold a defective cell. We contact the cell manufacture and they want us to go through local companies to have the cell replaced; however, the local companies want to charge us money (~$95) to test the cell again. We are not happy with the total disregard Pool supply World has towards us, and, that they seem to have no remorse that they sold us a product that does not work. We are also not willing to accept that we will have to pay additional money to a different company because Pool Supply World is unwilling to replace a product that was sold malfunctioning. Desired Settlement: We would like a new Hayward T-Cell-3 turbo Cell sent ASAP. Once we receive the new cell we are happy to send back the broken cell to Pool Supply World at our own cost.

Business

Response:

Business' Initial Response

Order Date 5-17-2013

Product Delivered 5-22-2013

In reviewing the file it appears the customer called our office looking for warranty assistance rather then the manufacture. Most manufacture require retailers to have the customer contact them directly to avoid any miscommunication. Unfortunately, the customer care agent did not help the customer contact Hayward for assistance.

The newer customer care agent email the customer "stating" the PSW return policy; "Our return or exchange policy is within 30 days from date of delivery of product". Technically, the customer care agent was correct, however, it is our practice to follow through and help them obtain warranty assistance and not just email them to contact the manufacture for help. In this case we fell on our sword.

I called the customer today and apologized for the delay in his being helped and agree to facilitate his warranty and will be shipping out a new cell this week. [redacted] was very kind and accepted my apology for the experience.

Review: The poolsupplyworld send the different product that it was advertise on the web site.When I asked for refund they said that the product was send to me is right one. I asks for full refund but they said they would charge stocking fee plus shipping. See below the picture what I supposed to get at their site [redacted]. If you provide the e-mail address I can send you the picture of the product I received. Thank youDesired Settlement: Full refund and no extra charges for wrong advertisement

Review: I purchased a Hayward Pool Cleaner for $389 from Pool Supply World in July 2014, and was promised a $100 rebate in the sales advertising to be paid by Hayward products. I filled out all of the paperwork, and I waited, but no rebate came. So I called Hayward around September 10, and they said since I paid $389 for the cleaner, I was not entitled to the rebate since only cleaners of $399 were eligible. I asked Hayward why Pool Supply World deducted $10 from the original price of the cleaner, and Hayward said that I was among many customers of Pool Supply world who did not receive a rebate. I was irate, but the Hayward rep suggested that Pool Supply World send Hayward a revised receipt for $399, and then they would send me the $100 rebate. So I contacted Pool Supply World on September 10, and their rep said she would take care of the revised receipt and email it to Hayward. Today I received a rejection for my rebate from Hayward saying that they never received my revised receipt. Later today I received a revised receipt from Pool Supply World after I called them and complained. Still no rebate. It is obvious that Pool Supply World stinks.Desired Settlement: Send me my $100 rebate as promised but never delivered.

Business

Response:

[redacted]

Order Date: July 19, 2014

Issue: Receipt

Issue

Hayward often has a

rebate program of different products throughout the year. The customer

received a invoice less a promo code; we have since sent the customer a corrected

invoice to forward to Hayward for

reconsideration. We apologize for the confusion and inconvenience this

has caused our customer.

We have talked to the

customer and have offered to call Hayward to see if they will make an exception

giving the circumstance.

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: On 6/28 two products were ordered over the telephone. The gentleman indicated the item would ship on 6/30 and we would receive it on 7/2. On 6/30 $578.99 was deducted from my account and an email was sent to my husband indicating that the product was out of stock and they would not have it available to ship for 2-3 weeks. Upon receipt of this email, my husband immediately called them and cancelled the order because we needed the products to get our pool up and running and we can't wait. Subsequently, he received an email indicating that the request for cancellation was being processed and upon confirmation from the warehouse that the item has not shipped, they would then put through a credit within 3-5 business days upon getting information from the warehouse. I called customer service on Tuesday and they took my number and no one called me back or confirmed via email. I contacted someone today and the girl said that the warehouse has not responded and she is resending the email. I said that doesn't make sense since you sent us an email indicating you were not sending the item and confirmed that we requested a cancellation. She said I guaranty by tomorrow we will hear back from the warehouse. So my husband contacted the phone number and this time the girl indicated that they were trying to get a credit through but were waiting on the warehouse who was waiting on the manufacturer. When my husband requested a supervisor, she indicated that she was putting the credit through but it had to go through a process and that takes a few days and we would not see our credit until next week. I am baffled as to why I was charged when they didn't have the product and why I can't get my money refunded immediately. It leads me to be very suspicious of this company.Desired Settlement: My desired settlement is to receive credit back for my money immediately. I find it unacceptable that they are holding back my funds for so long. I also think they should pay me interest for the amount of time it takes for them to refund me my money as I have had to charge the purchase I made to get the products from another business because I can't get my money back. Thank you for your help.

Business

Response:

Customer Name: James [redacted]