Rubber Stamp Shop Plus

Complaint: I am rejecting this response because: We received the cleaner on Wednesday June 17, 2015, as shown on Fed Ex documents My first call was to Hayward on June 22, who recommended we return the defective cleaner to the seller My immediate 2nd call, on June 22, was to PoolSupply4LessMy Verizon document shows a record of all of my calls to PoolSupply4Less In fact, you will find three calls to or from PoolSupply4Less within days of Fed Ex confirmation of our receipt of the pool cleaner, so the PoolSupply4Less representative responding to this complaint (and to our credit card dispute) is either uninformed or not being truthful Note: I'm not computer savy, may I mail this document to the Revdex.com as I'm having difficulty uploading, or it is downloading, a copy of my cell phone records Hayward only suggested trying to "fix" our defective unit after PoolSupply4Less refused to take it back calling it a "warranty issue", even though it didn't work effectively out of the box Hayward did not guarantee a fix could be done, rather, they suggested I "could 'try' foam rollers to see if that would help with poor suction If that didn't help, we could go from there." I explained to the Hayward representative, my husband and didn't spend $1,to end up with a "fixed" piece of equipment...and spend the summer experimenting! Further, our old pool cleaner has the same brush rollers as does the defective model I explained our old model worked beautifully for years, and it has the brush type recommended for a new model by a local Hayward dealer When placing my dispute with my credit card company, the representative urged me to NOT send the product back until after the dispute is finalized It is ongoing at this time As for the cart, my husband and I plan on keeping that as we hope to resolve this so we can order another cleaner locally It will cost us an additional $over PoolSupply4Less We thought we were saving money by buying online, but these savings were not worth a Summer, and into Autumn of aggravation Lesson learned What PoolSupply4Less will not say, is they have their "no return" policy buried in their "terms & conditions" which you need to know to look for at the bottom of thier website screen This area is not visible on iPad, and that entire section of their website is curiously in grey type on a black background I looked and looked for this policy after it was brought to my attention from their response to my credit card dispute, and it still to me about minutes to figure out where it is on their website! Lastly, one of the Hayward representatives that my husband spoke with, stated she used to work for a government consumer agency, and she is the one who stated PoolSupply4Less should take back a unit that doesn't work out the box And, how are we to know a unit doesn't work before we put it into the water? Of course we tried it...we didn't purchase a $1,piece of equipment to just look at it And yes, we are willing to go back to a model that worked for us for years Regards, [redacted] ***

P*** *** called in after month of having the Hayward Tigershark and was saying they were having problems with the cleanerI instructed her to call Hayward at ###-###-#### to talk to their tech departmentWe have strict guidelines from the manufacture direct that once an item is installed
that all problems go through them directHayward has a great tech department that would be able to help them out with their problem as there are many adjustments on these cleanersThey asked her for her address to have her go to the closest service center to get looked atShe refused to give her address to Hayward Hayward told her how to go online and look up the closest service center to have them look at itShe never took it to a service center and just wanted a different modelShe called Hayward back and they offered to send the other rollers out to her free of charge, to help her out and see if that would fix her problemIt is stated on our website that once and item is installed there is no returns on pool cleaners and that all warranties are done through the manufacture directWe tried to help her but she just wanted the other cleaner she use to have instead of this model. We do not take back any pool cleaners that are used as we cant sell them as newHayward tried to help and she refused all service to have the cleaner looked atShe has disputed the payment so now she has the cleaner and the caddy cart and does not want to pay for it

It would be up to Hayward to replace the cleaner since it was a warranty issueWe have nothing buried on our website and " terms and conditions" is clearly statedPlease provide us with the name of the Hayward representative who told you they worked for a government agency and instruct you to return itWe will reach out to them to confirm this and see if they will like to replace the unit for another oneWe have dealt with Hayward for many years and follow their guidelines for warrantyAs soon as you provide us with the information for the Hayward representative who told you this we will contact them immediately to see if we can get this resolved

Complaint: 10809140
I am rejecting this response because:1.  We received the cleaner on Wednesday June 17, 2015, as shown on Fed Ex documents.  My first call was to Hayward on June 22, 2015 who recommended we return the defective cleaner to the seller.  My immediate 2nd call, on June 22, 2015 was to PoolSupply4Less. My Verizon document shows  a record of all of my calls to PoolSupply4Less.  In fact, you will find three calls to or from PoolSupply4Less within 14 days of Fed Ex confirmation of our receipt of the pool cleaner, so the PoolSupply4Less representative responding to this complaint (and to our credit card dispute) is either uninformed or not being truthful.  Note: I'm not computer savy, may I mail this document to the Revdex.com as I'm having difficulty uploading, or it is downloading, a copy of my cell phone records.2.  Hayward only suggested trying to "fix" our defective unit after PoolSupply4Less refused to take it back calling it a "warranty issue", even though it didn't work effectively out of the box.  Hayward did not guarantee a fix could be done, rather, they suggested I "could 'try' foam rollers to see if that would help with poor suction.  If that didn't help, we could go from there."  I explained to the Hayward representative, my husband and didn't spend $1,000 to end up with a "fixed" piece of equipment...and spend the summer experimenting!  Further, our old pool cleaner has the same brush rollers as does the defective model.  I explained our old model worked beautifully for 10 years, and it has the brush type recommended for a new model by a local Hayward dealer. 3.  When placing my dispute with my credit card company, the representative urged me to NOT send the product back until after the dispute is finalized.  It is ongoing at this time.  As for the cart, my husband and I plan on keeping that as we hope to resolve this so we can order another cleaner locally.  It will cost us an additional $300 over PoolSupply4Less.  We thought we were saving money by buying online, but these savings were not worth a Summer, and into Autumn of aggravation.  Lesson learned.4.  What PoolSupply4Less will not say, is they have their "no return" policy buried in their "terms & conditions" which you need to know to look for at the bottom of thier website screen.  This area is not visible on iPad, and that entire section of their website is curiously in grey type on a black background.  I looked and looked for this policy after it was brought to my attention from their response to my credit card dispute, and it still to me about 20 minutes to figure out where it is on their website!  5.  Lastly, one of the Hayward representatives that my husband spoke with, stated she used to work for a government consumer agency, and she is the one who stated PoolSupply4Less should take back a unit that doesn't work out the box.  And, how are we to know a unit doesn't work before we put it into the water?  Of course we tried it...we didn't purchase a $1,000 piece of equipment to just look at it.  And yes, we are willing to go back to a model that worked for us for 10 years.  
Regards,
[redacted]

Complaint: 10809140
I am rejecting this response because:I spoke with two Hayward representatives. My husband spoke with MaryAnn at ###-###-####. 
Regards,
P[redacted]