Southern Pools

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 and the matter is in the process of being resolved.
Sincerely,
[redacted]

Dear customer,We regret to hear that you are unhappy with our service.The Kohler Elevance tub in question was, indeed, ordered by you on May [redacted], 2015. Please note the original price of this special-order, customized, tub was originally $12,789.95, and you received a $2,557.99 discount on it;...

therefore, the price you paid for it was $10,231.96 plus tax. The first time you came to our showroom, you were presented with different options of tubs in accordance with your preferences. According to our records, you did not place the order immediately with the original sales person because you wanted to consult with your contractor which tub would be a better fit for your project. You returned to our showroom a few weeks later and placed the order for one of the tubs that were originally offered to you. Since we are not a remodeling company and do not provide any installation or renovation services, we would not be able to determine whether the tub would be compatible with your building requirements or building codes. When you purchased the item, it was customized specifically for your needs and preferences, which made this item non-cancellable and non-returnable. This was the main reason why this tub had a longer lead time. You were aware of this fact as well as of the specifications of the Kohler tub you purchased.The tub was delivered to you on July [redacted], 2015 and signed for as received in perfect condition. You contacted us on August [redacted], 2015, requesting to return the tub. However, since the item you ordered was special order, we could not accept this return. On August [redacted], 2015, in your phone conversation with our Customer Service department, you admitted that you never wanted to return the tub and you were happy with the product, you only needed to order a few additional parts. We went a step further and provided you with those parts totaling almost $1000 absolutely free of charge. After you received the parts on August [redacted], 2015, you contacted us again with your original request to return the tub because it was not compatible with your building code. You also acknowledged during a phone conversation with our purchasing department that your contractor should have known months ago that the tub would not work for your building.In another attempt to accommodate you, we decided to make a huge exception and take back the tub that was customized specifically for you. Our only requirements for you were to return the tub in its original condition and original packaging. Unfortunately, since you could not meet neither requirement, we could not authorize that return. Once again, we regret to hear that you are unhappy with our decision but we went above and beyond to accommodate you in this situation. Regards, DecorPlanet.com

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 and the matter has been resolved.  I appreciate their follow up in resolving the matter with their vendor and ensuring that my...

order was fulfilled and handled in a manner to make amends for prior issues.  My doors are installed and look great!
Sincerely,
[redacted]

Dear customer,We apologize for the inconvenience that has been caused to you. Even though our policy states that all refunds are issued after the merchandise is returned, as a service gesture and an apology for all the trouble, we refunded $14,592 to your American Express on March [redacted], 2016. The manufacturer will keep in touch with you in regards to the pickup of the material.Should you have any questions, please don't hesitate to contact us at ###-###-####. Best Regards,DecorPlanet.com

Dear customer,We apologize for the unpleasant experience you have encountered. We always stand behind the quality of our products and our customers satisfaction is our number one priority. Please note your return request has been approved and a return label has been sent to you via email. All fees...

will be waived and a full refund will be issued to your account upon receipt of the merchandise. We are constantly improving upon the customer service that we provide and your feedback has been of great help to us. Once again, we apologize for the inconvenience, and thank you for your patience.Best Regards,DecorPlanet.com

Revdex.comI spoke to [redacted] on Friday 10/**, which is when she demanded that we refund her money immediately since our [redacted] vanity that she purchased was not approved for the state of Massachusetts.  We have sold a TON of [redacted] products into the state of MA, without ever having any issues.  We have even sold to [redacted], which is a large development company who has purchased many of our [redacted] vanities for their projects located in Boston, MA.  Even they are not aware of any specific MA code or restrictions.  So after my phone call with Shelly, I contacted a few plumbers and contractors in MA to find out more information, which they all told me they were also unaware.  Now, if there is a specific MA code, I feel that the customer should have inquired about this with the retailer before she purchased the item.  Another problem is that Shelly made this purchase well over a year ago (9/**/15) and is now coming to us with this issue (hence why the retailer, The [redacted], refused to refund due to the length of time that has passed).  If she would came to the retailer much sooner, they would have granted the refund.  Also, the customer did not purchase the product directly from RGM Distribution, which is why we cannot grant her a refund since the transaction was not completed through us.I tried to be as nice as possible and explain thoroughly but she refused to even listen to me.  All of our [redacted] products, including the item Shelly purchased, is cUPC certified with IAPMO, which is the industry standard when it comes to approvals and certifications in the US for all plumbing products.  Shelly also accused us of false advertisement, which is simply not true since RGM Distribution and The [redacted] do not advertise that our products are approved for MA (which we aren't even aware of), hence why the customer should inquiry about these special approvals prior to purchasing, instead of coming back to the manufacturer over a year later.I hope this explains the situation thoroughly.  Please let me know if you need any further information.Thank youRay P[redacted] - National Wholesale ManagerRGM Distribution

Dear customer, We are sorry to hear you are unhappy with your purchase. Please be advised that Fleurco (the manufacturer of the doors you purchased) sources parts from China, Canada and the United States and all the doors are assembled at their factory in Canada. Also, all of their cardboard...

boxes are made in China and will have a sticker that says "Made in China" but it does not change the fact that the doors are assembled in Canada. This information can be verified by Fleurco.We also offered you to return the doors if you were not happy with the product; however, you chose to keep them. Best Regards,DecorPlanet.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I did not choose this tub, I rellied on mr s[redacted] to recommend the appropriate tub to a person of 86;I was willing to pay for a more expensive tub to meet my needs.He did not provide me with any details on the plumbing which he could of He deliberately hid issues which would led me to know thsi tub was not suitable for a building built in 1904 Every professional I talked to ,said a 3inch drain pipe was not available in prewar buildings'The packing did not allow the tub to be .delivered to the apartment, so it was removed.Since I had no idea about the pipe issue and had no place to store it we disposed of it. I sincerly believe I was duped by a company that wanted to take advantage of not having a doctorate in plumbing
Sincerely,
[redacted]

Dear customer,We sincerely apologize for the inconvenience you have experienced. The issues you have described are highly uncharacteristic of our staff. Unfortunately, when you reported the aforementioned issue to your sales person, he was no longer with the company and, therefore, was not able to...

assist you. Our Customer Care specialist will send you a return label so that you can send the handle set back to us. It goes without saying that any restocking or return fees will be waived and a full refund will be issued to your account. As an apology for the inconvenience, we will not only credit the $267 you paid for the handle set but will increase the total refund amount to $400.Warm Regards,DecorPlanet.com