Sunplay

This is the first communication we have received from this customer on this orderWe show that (3) out of (3) were shipped USPS with Tracking Number [redacted] Again, this is the first notice we have received on this matter It would be best if they contact our Customer Service Dept at ***@sunplay.com or via phone at ###-###-#### to determine if there is something missing or not

This issue has been resolved. A full refund was issued to the customer on 12-4-17. There is no further actions needed.

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 Sincerely, [redacted]

The information that the customer is saying, is incorrectWe have confirmed with Pentair, that they did speak with the customer, however the notes that were left were inconclusive, and did not give much detailThey did say that if they was to confirm the item defective, they would have referred the customer to a service center for the item to be repaired, and being the item was a pool cleaner, the notes would have been documented with full detailsPentair also said they do not know each company policies, so they usually do not give information, regarding refunds and other policies, to the customersThey have a specific process, to follow, regarding damaged and warranty itemsWe will not be accepting this cleaner back, but whatever we can do to help the situation, please let us knowThank you,

Complaint: ***
I am rejecting this response because: The response from Sunplay misses the point The fact that I bought the board is irrelevant Sunplay is deliberately using bait and switch advertising tactics to draw people to their website, hoping that consumers will decide to purchase products even though Sunplay chooses not to honor the advertisement that is clearly posted on the website In my case, the advertisement on the website only excluded Solstice brand equipment from the promotional deal, therefore all other SUP brands they carry (including the brand of SUP I purchased) should be part of the promotion Their response mentions that the board I bought was already discounted and that is why the discount code was not valid, however if this is true, then the discount code should work with other boards and it does not Further, they initially claimed the discount ended on June 30, and that is the reason the code wouldn't work If this is the case, the advertisement should not still be on the website days later as the code continues to be invalid. As a further indication of their dishonesty, I had to send multiple emails to customer service in order to receive the products that were part of the original purchase agreement, as listed in the product description when I bought the SUP Sunplay initially did not include these items with the shipment, and never intended to include them They finally agreed to send all items listed in the product description after I expressed dissatisfaction with their response. It is obvious to me that Sunplay is gambling that a large percentage of people will complete the purchase even without the $discount They are also gambling that a sizable number of consumers will not complain when any free items listed in the product description aren't actually included in their shipment That is the very definition of advertising and bait and switch
Sincerely,
Eve G***

Complaint: ***
I am rejecting this response because:On one hand Sunplay is replying that Pentair did not respond to my comments as I mentioned, and on the other hand they are saying that the notes on file for my call with Pentair were inconclusive It doesn't sound like the Sunplay is in the position to comment on how Pentair responded to my call with them as Sunplay has no facts to base this on Moreover, I believe that the fact that they sold me goods that were defective for my application is reason enough to require a refund from the business It is not reasonable that they require me to go through a service station to try to fix the issues, on goods that I purchased brand new and which therefore should be expected to work as advertised on delivery It is good they have a service option, but if I received brand new goods from them which did not work as advertised, then they are really legally bound to provide a refund for those goods It is also even more unreasonable for them to expect me to go through service and force me to keep this unit considering that after receiving this unit which did not work as advertised, I immediately ordered a different unit from this same Sunplay business, from a different manufacturer, which did work as advertised and which I have gladly kept They are now trying to force me to keep both units, the one that works which I want to keep, and the one which doesn't work which I don't want They are welcome to work with Pentair on it and go through the service/return process for a malfunctioning unit, but there is absolutely no reason why I should be forced to work with a service company and/or keep this unit I do not accept their reasoning for this, and I think that I not only deserve a refund for this, but they should reconsider their customer policies which are ethically wrong and will be sure to alienate more and more clients over time This is not the first complaint of this type on this business, and I'm sure it wont be the last The more of such complaints they have the less likely new clients are going to purchase from them
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***.I have
contacted American Express to proceed with refunding my monies due to not receiving the services. This complaint was made due to the lack of customer serviceNobody from Sunplay followed up with my emailsIt has taken Revdex.com to receive an answerThank you for your helpI accept the resolution.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We have contacted the customer, and will be providing a return label for the filters to be returned for a full refundThe issue has been resolved with the customer

The customer was informed prior to the purchase that the Bic Boards were on clearance and not eligible for the $discount as they were already discounted $+ off regular price alreadyThe customer chose to purchase the board after receiving this informationThe Leash and CamelBak bag were
sent as it was listed on the product detail pageThere aren't any further discounts owed on this order as it was fulfilled at the price the customer was aware of

The customer was issued a full refund of $39.94, on 7/13/I have called and left VM, for the customer and also, emailed herThis issue has been resolved, as the customer was refunded for her order

We have went ahead and refunded your card for (1) nozzle. Thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that
this resolution is Satisfactory,however, I am still awaiting the label to return the filtersI was told this would come by email on either Monday or Tuesday, which it has notI have sent an email to Chelcee G***, the customer service manager who spoke with me regarding the issue, and have not received a response backI am willing to wait another 24-hours for this information, but after that, I will plan to take further action against this company
Sincerely,
*** ***

We have issued a full refund to the customerWe have attempted to contact the customer, with the result in leaving a messageWe have also emailed the customer, to inform him we have issued a full refund for the orderIssue has been resolved

We have confirmed that the customer's order was delivered on 6/30/In store credit was issued to customerWe have contacted the customer, and have resolved the problem

We have emailed the customer, with an RMA # and return instructions, for the return of the itemWe will be sure to issue refund, as soon as the item has been returned to WHThis issue has been resolved, as the customer has received the information needed to return items

The customer has called us many times cussing at us about not receiving the order fast enoughShe "asked" us to cancel the order and we are trying to but it had already been shippedWe are now working on having the item returned to our warehouse if possible so we can issue the refund

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Very interesting reply, I have around 15 emails starting on 2/25 inquiring about where my order is, I then recieved a email from SunPlay stating that they shipped the 3 products on that day, the 25th. When the delivery showed up I got 2 of the 3 cleaning heads and have the packing list stating that only 2 of 3 were shipped (the only date listed on the packing list as the original order date I can send a scan of this for you but I don't seem to be able to attach it here) I then realized I ordered the wrong color and ask to return  the 2 I have received and cancel the 3rd one, I have not and still have not received, and was then told that I would have to pay a re-stocking fee for all 3. I then responded that I would keep the 2 I have, but would like to cancel the third, with the reason of 1. wrong color and 2. the 5 weeks its been since the order was placed (SunPlays quoted deliver window of 1 to 2 weeks that was totally missed by then). That conversation started on 3/9 (I have those emails as well) SunPlays response was that I would still need to pay a re-stocking fee even on the one I have not received and they have no other option. My final email to SunPlay was that I was very disappointed that SunPlay is taking no responsibility for there lack of stock and there suppliers lack of stock and that I would be send a complaint to the Revdex.com about this matter. So I find it very funny that "this is the first thing SunPlay has heard about this matter"?? I can send all the emails and my packing list if needed.Did I mention that I still have not received the 3rd nozzle as of 4/1/16 and would like a full credit for at least that part to my Credit Card.




Sincerely,
[redacted]

The information that the customer is saying, is incorrect. We have confirmed with Pentair, that they did speak with the customer, however the notes that were left were inconclusive, and did not give much detail. They did say that if they was to confirm the item defective, they would have referred...

the customer to a service center for the item to be repaired, and being the item was a pool cleaner, the notes would have been documented with full details. Pentair also said they do not know each company policies, so they usually do not give information, regarding refunds and other policies, to the customers. They have a specific process, to follow, regarding damaged and warranty items. We will not be accepting this cleaner back, but whatever we can do to help the situation, please let us know. Thank you,