Spaworks

First, it is important to understand that this customer placed an online order through our website, [redacted] , and not over the phoneWhen placing an order online, the customer is able to choose from several different shipping options including, but not limited to, [redacted] Ground, [redacted] 2nd Day Air, and [redacted] Next Day AirThere is also a detailed description for each of these services describing what each is offered for what priceThis customer chose [redacted] Next Day Air service for his orderThe description for this service as listed on our website is as follows: Next business day delivery by 10:am., 12:noon, or end of day, depending on destination Available to all states and [redacted] ***, with some limitations in [redacted] and [redacted] Ideal for shipments that must arrive earlier in the business day This customer placed his order on Friday, June 6th and received his order on the next business day, Monday, June 9thHe did, therefore, receive his order on the next business day as described in the description for the shipping option he chose It should also be mentioned that this service was provided by [redacted] and not by usOur website states that order placed by 2:30pm PST usually ship same dayOur Shipping department shipped this customer's order the same day he placed it, on June 6th, fulfilling our end of the agreementAfter contacting [redacted] Customer Service about this issue, [redacted] also took the position that the customer did receive the level of service he paid for and they were, therefore, unwilling to issue a refund So, now that we know that this customer did receive the service he paid for, there is only one issue left to address; did our employee [redacted] tell the customer he would receive his order on Saturday, June 7th? [redacted] says that he only helped the customer with questions he had about his spa and that shipping options and/or choices were never discussedThis leaves us with a he said/ she said situation in which case I have to remind the customer that the description for the shipping option he chose was clearly printed on the website, and that the option he chose was solely his decisionAlso, he received what he paid for Because this customer received the level of service he paid for from ***, and us, I cannot authorize a refund at this time [redacted] Operations Manager IDC Distributors, DBA Spa Works

I was referred to this business for parts for my spa I called the business to check if they had the parts and they said they did and that they were open until 4: I drove minutes to their business and arrived at 3:to find them closed I returned the next working day to find they did not have the parts for my spa I explained the situation to the man serving me I have never been treated more rudely by anyone than by the manager of this store He has no concern for his customers Do not do business with this unscrupulous man

I just retumed from vacation and have been briefed on Mr [redacted] 's complaint and our earlier response by [redacted] , our Operations Manager I was, in fact, present at ***'s workstation on June 6th when Mr [redacted] 's call came in, and I overheard the entire conversationI don't know what kind of game Mr [redacted] is playing, but the fact is Mr [redacted] 's complaint is completely fictitious and untrue [redacted] never told him he could pay for overnight delivery and he would receive it on Saturday June 7'"He said only that if he placed his order by 2:(call came in at 2:20), his order would go out same dayNothing was ever said about overnight shipping at allWe only learned that he requested overnight delivery service AFTER he placed his order ONLINE and we received it for fulfillmentAlso, nothing was ever said by Mr [redacted] about having a service tech coming out on SaturdayThat is completely false My response to Mr [redacted] is this...I was there Mr [redacted] I know exactly what was said, and so do you [redacted] did not say that if you ordered an item before 2:pacific time, you could pay for overnight delivery and receive it on Saturday June 7thHe did not guarantee you that your order would be at your door by SaturdayAnd he never said "no problem." You are making all that up after the factWhy? Our customer service policy regarding people who file complaints about us is simple....we put their name on our No Serve list and we have nothing further to do with themPer our policy, I have placed Mr [redacted] 's name on our No Serve list and we will no longer work with himHe should not contact us againWe will no longer work with him Regarding Mr [redacted] 's later request that we fire [redacted] over this complaint, that will not happen This complaint is falseWe do not considerate it legitimate or worthy of any further responsesThis person filed a complaint about us to try and obtain free goods or services, and per our policy we will no longer respond to itWe are recording this complaint as fictitious end resolved by us

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I didn't see where I was to write any detail My response is that I DID receive the product, but I was GUARANTEED by [redacted] that it would be at my door by Saturday...I know this because I told him I had a person coming to install this part on Saturday He said no problem I simply feel that I should NOT have to pay the OVERNIGHT fee, but fee for delivery.I'm not sure why this company is so unwilling to maintain public relations, but it doesn't look too good on their customer service Regards, [redacted]

Hi, I usually don't complain about a business but Yesterday I was looking for a part for my spa and found it at Spaworks SupplyI needed it right away and saw that Spaworks offered next day airI opted for this and found out the next day that UPS shipped the part from Arizona to Louisville, KYI'm in NM and thought that it being shipped from an adjoining state it would be here the next dayI contacted Spa works and they said "When an order is placed for overnight delivery UPS only counts business days as deliverable daysSo normally when an overnight order is placed on a Friday it will not be delivered until the following Monday which is the next business dayThis Monday just happens to be a holiday so UPS is not delivering that day therefore they scheduled it for the next day being TuesdayUnfortunately we do not have any control of this scenarioThis is how UPS works their delivery schedule." I had no idea how UPS worked or if they made special arrangements when it was overnight airI think consumers should be aware of thisSpaworks refused to refund the overnight shipping fee of $saying it was my fault

I followed the steps on the website entering spa manufacture/model and year for a replacement heat element Product list appear after my query ran to include the heat element I purchased for the sundance optima The element does not fit my model spa that I entered on their website Called Spaworks and they won't refund/exchange even thoough I wanted to order the correct part

I was referred to this business for parts for my spa. I called the business to check if they had the parts and they said they did and that they were open until 4:00. I drove 40 minutes to their business and arrived at 3:10 to find them closed. I returned the next working day to find they did not have the parts for my spa. I explained the situation to the man serving me. I have never been treated more rudely by anyone than by the manager of this store. He has no concern for his customers. Do not do business with this unscrupulous man.

First, it is important to understand that this customer placed an online order through our website, [redacted], and not over the phone. When placing an order online, the customer is able to choose from several different shipping options including, but not limited to, [redacted] Ground, [redacted] 2nd...

Day Air, and [redacted] Next Day Air. There is also a detailed description for each of these services describing what each is offered for what price. This customer chose [redacted] Next Day Air service for his order. The description for this service as listed on our website is as follows: 
Next business day delivery by 10:30 am., 12:00 noon, or end of day, depending on destination
Available to all 50 states and [redacted], with some limitations in [redacted] and [redacted]
Ideal for shipments that must arrive earlier in the business day
This customer placed his order on Friday, June 6th and received his order on the next business day, Monday, June 9th. He did, therefore, receive his order on the next business day as described in the description for the shipping option he chose. 
It should also be mentioned that this service was provided by [redacted] and not by us. Our website states that order placed by 2:30pm PST usually ship same day. Our Shipping department shipped this customer's order the same day he placed it, on June 6th, fulfilling our end of the agreement. After contacting [redacted] Customer Service about this issue, [redacted] also took the position that the customer did receive the level of service he paid for and they were, therefore, unwilling to issue a refund. 
So, now that we know that this customer did receive the service he paid for, there is only one issue left to address; did our employee [redacted] tell the customer he would receive his order on Saturday, June 7th? [redacted] says that he only helped the customer with questions he had about his spa and that shipping options and/or choices were never discussed. This leaves us with a he said/ she said situation in which case I have to remind the customer that the description for the shipping option he chose was clearly printed on the website, and that the option he chose was solely his decision. Also, he received what he paid for. 
Because this customer received the level of service he paid for from [redacted], and us, I cannot authorize a refund at this time
[redacted]
Operations Manager
IDC Distributors, DBA Spa Works

I just retumed from vacation and have been briefed on Mr. [redacted]'s complaint and our earlier response by [redacted], our Operations Manager.
I was, in fact, present at [redacted]'s workstation on June 6th  when Mr. [redacted]'s call came in, and I
overheard the entire conversation. I don't know what kind of game Mr. [redacted] is playing, but the fact is
Mr. [redacted]'s complaint is completely fictitious and untrue. [redacted] never told him he could pay for
overnight delivery and he would receive it on Saturday June 7'". He said only that if he placed his order
by 2:30 (call came in at 2:20), his order would go out same day. Nothing was ever said about overnight
shipping  at all. We only learned that he requested overnight delivery service AFTER he placed his
order ONLINE and we received it for fulfillment. Also, nothing was ever said by Mr. [redacted] about
having a service tech coming out on Saturday. That is completely false.
My response to Mr. [redacted] is this...I was there Mr. [redacted]. I know exactly what was said, and so do
you. [redacted] did not say that if you ordered an item before 2:20 pacific time, you could pay for overnight
delivery and receive it on Saturday June 7th. He did not guarantee you that your order would be at your
door by Saturday. And he never said "no problem." You are making all that up after the fact. Why?
Our customer service policy regarding people who file false complaints about us is simple....we put
their name on our No Serve list and we have nothing further to do with them. Per our policy, I have
placed Mr. [redacted]'s name on our No Serve list and we will no longer work with him. He should not
contact us again. We will no longer work with him.
Regarding Mr. [redacted]'s later request that we fire [redacted] over this complaint, that will not happen.
This complaint is false. We do not considerate it legitimate or worthy of any further responses. This
person filed a false complaint about us to try and obtain free goods or services, and per our policy we
will no longer respond to it. We are recording this complaint as fictitious end resolved by us.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I didn't see where I was to write  any detail.  My response is that I DID receive the product, but I was GUARANTEED by [redacted] that it would be at my door by Saturday...I know this because I told him I had a person coming to install this part on Saturday.  He said no problem.  I simply feel that I should NOT have to pay the OVERNIGHT fee, but NORMAL fee for delivery.I'm not sure why this company is so unwilling to maintain public relations, but it doesn't look too good on their customer service.     
Regards,
[redacted]

I just retumed from vacation and have been briefed on Mr. [redacted]'s complaint and our earlier response by [redacted], our Operations Manager.

I was, in fact, present at [redacted]'s workstation on June 6th  when Mr. [redacted]'s call came in, and I

overheard the entire conversation. I don't know what kind of game Mr. [redacted] is playing, but the fact is

Mr. [redacted]'s complaint is completely fictitious and untrue. [redacted] never told him he could pay for

overnight delivery and he would receive it on Saturday June 7'". He said only that if he placed his order

by 2:30 (call came in at 2:20), his order would go out same day. Nothing was ever said about overnight

shipping  at all. We only learned that he requested overnight delivery service AFTER he placed his

order ONLINE and we received it for fulfillment. Also, nothing was ever said by Mr. [redacted] about

having a service tech coming out on Saturday. That is completely false.

My response to Mr. [redacted] is this...I was there Mr. [redacted]. I know exactly what was said, and so do

you. [redacted] did not say that if you ordered an item before 2:20 pacific time, you could pay for overnight

delivery and receive it on Saturday June 7th. He did not guarantee you that your order would be at your

door by Saturday. And he never said "no problem." You are making all that up after the fact. Why?

Our customer service policy regarding people who file false complaints about us is simple....we put

their name on our No Serve list and we have nothing further to do with them. Per our policy, I have
placed Mr. [redacted]'s name on our No Serve list and we will no longer work with him. He should not

contact us again. We will no longer work with him.

Regarding Mr. [redacted]'s later request that we fire [redacted] over this complaint, that will not happen.

This complaint is false. We do not considerate it legitimate or worthy of any further responses. This

person filed a false complaint about us to try and obtain free goods or services, and per our policy we

will no longer respond to it. We are recording this complaint as fictitious end resolved by us.

Hi, I usually don't complain about a business but Yesterday I was looking for a part for my spa and found it at Spaworks Supply. I needed it right away and saw that Spaworks offered next day air. I opted for this and found out the next day that UPS shipped the part from Arizona to Louisville, KY. I'm in NM and thought that it being shipped from an adjoining state it would be here the next day. I contacted Spa works and they said "When an order is placed for overnight delivery UPS only counts business days as deliverable days. So normally when an overnight order is placed on a Friday it will not be delivered until the following Monday which is the next business day. This Monday just happens to be a holiday so UPS is not delivering that day therefore they scheduled it for the next day being Tuesday. Unfortunately we do not have any control of this scenario. This is how UPS works their delivery schedule." I had no idea how UPS worked or if they made special arrangements when it was overnight air. I think consumers should be aware of this. Spaworks refused to refund the overnight shipping fee of $37.12. saying it was my fault.

I was referred to this business for parts for my spa. I called the business to check if they had the parts and they said they did and that they were open until 4:00. I drove 40 minutes to their business and arrived at 3:10 to find them closed. I returned the next working day to find they did not have the parts for my spa. I explained the situation to the man serving me. I have never been treated more rudely by anyone than by the manager of this store. He has no concern for his customers. Do not do business with this unscrupulous man.

First, it is important to understand that this customer placed an online order through our website, [redacted], and not over the phone. When placing an order online, the customer is able to choose from several different shipping options including, but not limited to, [redacted] Ground, [redacted] 2nd...

Day Air, and [redacted] Next Day Air. There is also a detailed description for each of these services describing what each is offered for what price. This customer chose [redacted] Next Day Air service for his order. The description for this service as listed on our website is as follows: 

Next business day delivery by 10:30 am., 12:00 noon, or end of day, depending on destination

Available to all 50 states and [redacted], with some limitations in [redacted] and [redacted]

Ideal for shipments that must arrive earlier in the business day

This customer placed his order on Friday, June 6th and received his order on the next business day, Monday, June 9th. He did, therefore, receive his order on the next business day as described in the description for the shipping option he chose. 

It should also be mentioned that this service was provided by [redacted] and not by us. Our website states that order placed by 2:30pm PST usually ship same day. Our Shipping department shipped this customer's order the same day he placed it, on June 6th, fulfilling our end of the agreement. After contacting [redacted] Customer Service about this issue, [redacted] also took the position that the customer did receive the level of service he paid for and they were, therefore, unwilling to issue a refund. 

So, now that we know that this customer did receive the service he paid for, there is only one issue left to address; did our employee [redacted] tell the customer he would receive his order on Saturday, June 7th? [redacted] says that he only helped the customer with questions he had about his spa and that shipping options and/or choices were never discussed. This leaves us with a he said/ she said situation in which case I have to remind the customer that the description for the shipping option he chose was clearly printed on the website, and that the option he chose was solely his decision. Also, he received what he paid for. 

Because this customer received the level of service he paid for from [redacted], and us, I cannot authorize a refund at this time

Operations Manager

IDC Distributors, DBA Spa Works

I followed the steps on the website entering spa manufacture/model and year for a replacement heat element. Product list appear after my query ran to include the heat element I purchased for the 2001 sundance optima. The element does not fit my model spa that I entered on their website. Called Spaworks and they won't refund/exchange even thoough I wanted to order the correct part

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I didn't see where I was to write  any detail.  My response is that I DID receive the product, but I was GUARANTEED by [redacted] that it would be at my door by Saturday...I know this because I told him I had a person coming to install this part on Saturday.  He said no problem.  I simply feel that I should NOT have to pay the OVERNIGHT fee, but NORMAL fee for delivery.I'm not sure why this company is so unwilling to maintain public relations, but it doesn't look too good on their customer service.     

Regards,