Poolzone

The customer is correctAll sales are final.for pool coversAdditionally if an item is defective, we need the original package to assist with replacementThanks

The easiest way to find out details of an order that the customer has placed is to log back in to your accountOnce logged in to our website, you than can click the "Orders History" linkYou will the be able to search for orders that you may have made in the pastIf you have made an order it will be on fileAll orders on file will have printable versions of the original invoice in the Orders History of your profileThis is very helpful if you did not receive your invoice by email in the event your email address may have entered wrong, or the emailed invoice was stopped by a junk mail filterYou can also see the status & retrieve shipment tracking information once logged back in to your accountHope this helps, Thanks!

We have never received a call or an email from this customerOur website has a complete phone number, has never been missing any digits, and mentions nothing when you call it about a cruiseIts appears the customer is calling someone else, and a number we so not list on our websiteThe cover itself was shipped with the kit in the box for the drain installationWe would have notified the customer of this, however they have not once emailed or calledIt appears this complaint is based on something beyond our control , such as inability to dial a phone correctly

Hello, The customer seems to indicate that they have had a hard time contacting usWe have been in touch with the customer several times, with a response time averaging about minutesThe customer ordered a cover from our website, where the options were & gauge (no gauge option as the customer indicates, we offer no such option)The customer seems to be upset that the cover they ordered is not rated in MilsWe do not sell covers that are rated in Mil, nor did they purchase a cover rated in Mil from usThe customer seems to be upset regarding how thick the product isHowever at the time of purchase, they chose the thinnest option we offerThe cover is correct, and exactly as it was orderedWe have made no mistakeAs the customer did receive the item, and did agree to the terms of sale, the credit card company will pay us, and the customer will be responsible for any and all charges as they have the itemThanks

We shipped the correct itemThe item " [redacted] ***" is simply 1/8" foam (approx) that comes in a roll that is used as a protective pad before the pool liner goes inThe customer confirmed they received the roll of foam via our support ticket systemAlso as explained to the customer, if the liner is leaking due to a defect the liner would be replaced free of charge by the manufacturerA defect is where the liner would have an opened or un-welded seamIf the customer has punctured the liner, and there is just a hole in the liner they would patch the hole as that would not be a defect or covered under warrantyAll manufacturer warranty information is on the box to pursue a manufacturer warranty claim if there is a defectThanks

Hello, All manufacturer warranty paperwork is sent with the itemAs the covers themselves are made by about manufacturers, we list online that it is the customers responsibility to retain the warranty paperwork, as if they contact us a year later, we would not know who made their individual coverWe have had problems with upset customers in the past, that end up in the same situation, so in we started a new program where the customer has the option at time of checkout to have us open their package, scan and digitize their manufacturer warranty card, and keep this on file for themWe charge $for this serviceThe customer declined for us to retain the warranty record, and chose the option where they would be responsible for solely retaining the warranty paperworkThus, we do not have a record in house for them as we have explainedThanks

The customer used a third party to supply measurements to our companyAfter attempting to have the liner made additional measurement was neededTheir pool guy named "**" was instructed to remeasure the pool in certain locationsThis took him a very long time, and he would not return our phone calls, not the other way aroundThe customer called and was very abnoxious and ride when callingWhen all we have been doing is calling and waiting on information needed from their pool guy to complete the manufacting of the linerNonetheless after the nonsense we dealt with from the customer we cancelled and refunded in full yesterdayWe do not have time for games hereWe are quite busyThanks

We do not have the customers warranty information on file, as they did not request that we keep it on fileAll we can do is suggest they look for their warranty informationThanks

For all orders that are cancelled, we provide a cancellation confirmation numberCan the customer provide the confirmation number?If not the order was never cancelledFor any order that is not cancelled there is a 25% restocking fee, as well as shipping charges deducted from any order delivery that is refused without being cancelledAs listed in the terms of sale the customer has agreed toThanks

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below PoolDeals.com response is like the following example:If you show me an image of a BMW 328i with the description that states it is a BMW 328i, and I proceed with ordering it, but you ship me a Volkswagon Jetta and not a BMW 328i When I call you to inform you that you sent me the wrong product, you state it is what I ordered because it is a car and that's what you ordered.Now do you see how they operate and why I am filing a complaint?Please see the attachments which show you how they pictorial represent the product along with a clear description that I thought I ordered from PoolDeals.com, but not what they shipped me and what I received Regards, [redacted]

To further break this down, we sell two coversA blue cover and a clear coverThe customer ordered our clear coverWe do not falsely advertise the itemWe can not make the cover something other then what was orderedA clear coverThanks

Actually this is incorrectWhat we had said to the customer is that we need an image of the defect to send to the manufacturerThey would then replace itWe are more then willing to assist with this warranty matter, but need an image of the defectAlternatively the can deal with the manufacturer directly regarding any warranty issuesThanks

The customer has yet to contact us regarding this issueHowever the package was lost in shipping we can refund or cancelIf the customer has been responding to their emailed order invoice (which says do not respond to the no reply email address) they should contact us directly through our websiteThanks

After several conversations with the customer in which the customer believed the cover was made incorrectly, our technician determined there was no issue with the cover, whatsoever, however the customer is using the cover on a portable / temporary / toy swimming poolThe customer sent images that confirm that this is the issueWe do not claim that this cover is designed for temporary / toy swimming pools, however many customers with that type of pool do use them we can clearly see their is no issue with the pool coverThe only thing we can reccomend is if the customer feels the cover is defective, she can follow the manufacturer warranty procedure that is outline on the included warranty paperwork to ship the cover backIt would be iinspected and replaced if defectiveThanks

Since the liner has been opened they would need to contact the manufacturer to have a replacement shipped if it is defectiveAll information regarding the warranty is on the box or can be downloaded below:Http://www[redacted] .com/ [redacted] They will gladly replace if defectiveFree of chargeHowever a refund is not offered on pool liners, as listed in the terms of sale agreed toThanks

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.These are pics I took the day after I got the packageThe box was dirty, beat up and held together with clear plastic and plastic straps,inside was a plastic bag with the liner inside ( it was not even sealed ), there was no paper work with it at all, and no warrenty info on the boxThis is a scam they are trying to pull, They have my email address and phone#, if the liner I ordered was out of stock they should have called me to see if I wanted a different liner, but they made no effort to contact me, cause they didn't want to run the risk of me cancelling the orderI had to order from someone else cause I only had days to get the pool up and running for a birthday, pool deals says their is a no refund policy BS I didn't order the liner they sent me and I don't want it, I want $PUT BACK ON MY CREDIT CARD TY [redacted] *** P.Sif u don't get pics let me knowRegards, [redacted] ***

The customer was refunded for all merchandise that was not received plus taxThanks

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 I want a full refund of what I paid for the product, and I did go to the website to contact customer service, I have emails on file for proofThank you for your help with this matterSincerely Regards,

Hello, As stated on our website sales of pool liners are a final sale, due to the nature of the itemThis is listed in the terms and conditions of the sale, that the customer has agreed toThe manufacturer will gladly replace the liner if it is made incorrectly or smallHowever this would be extremely rare to have occurred, and typically when a liner does not fit it is due to improper installation or the customer has ordered the wrong sizeCustomer should see the liner's manufacturer warranty infoAs of today we also have not received a package here from the customerBut a used pool liner would be refused in the event it does show up here, as all sales are final on pool liners

The customer did not order a BMW 328i. The customer ordered, and received a pool heater cover. This was confirmed via the images he sent of the item. The merchandise received was as was ordered and was correct.