Superior Spa & Pool

Dear Mr [redacted] I sincerely apologize for the problemI am refunding your $via [redacted] today.If I can help you with any of your spa needs I will give you a awsome dealI sincerely apologize[redacted]

From Hot [redacted] ***We are a spa repair service company, I have been buying spa parts from Superior Spa for about yearsI have always found Superior Spa & Pool to be SUPER professional with out standing customer serviceI always received my parts as quickly as possible, and If the parts are hard to find, they went above and beyond to find them for meI have always received them in a reasonable timeI would recommend them to everyoneThank you for your outstanding serviceYou truly are SUPERIOR SPA PARTS, Hot Tub Tony!!!

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ Contact Name and Title: Royce [redacted] Owner Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @msn.com The customer ordered part on Saturday July 25th and a tracking number was emailed on Thursday July 30thThe customer complained that it took to long to get his part and on July 31st he was issued a full refundThe customer received and has refused to return the $Cal Spas pump You may contact us with any questions at [email protected] or call Monday- Friday 10:am to 4:pm CST 815-624- Thank You Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr [redacted] told me that the pump would be sent out on the 27th and a tracking number would be e-mailed to me on that MondayWhen I didn't receive a tracking number I called and was told that I would receive it on the 28thWhen I didn't receive it on the 28th I was told that it would be by noon on the 29thWhen I didn't receive it on the 29th, I ordered it from another company and cancelled my order with Superior SpasMr [redacted] said that was fine and to send back the pumpI told him that I didn't feel that I should have to incur the cost of sending the pump backHe said fine....then keep itI called the company that sent the pump I ordered and it turned out to be the same company that Mr [redacted] ordered the pump fromI asked them if my order was being sent (since Mr [redacted] stated that his ordered was cancelled)They said his order was cancelled and that mine was still being sentUnfortunately, I received both pumpsI am happy to send the second pump back...but not at my expenseMr [redacted] represent that his company had the pump in stock and was sending it to me and that I would receive it within days of placing the orderBoth were misrepresentations

Dear Mr ***
I sincerely apologize for the problemI am refunding your $via *** *** todayIf I can help you with any of your spa needs I will give you a awsome deal
I sincerely apologize*** ***

Initial Business Response /* (1000, 5, 2015/08/11) */
Contact Name and Title: Royce *** Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@msn.com
The customer ordered part on Saturday July 25th and a tracking number was emailed on Thursday July 30thThe customer
complained that it took to long to get his part and on July 31st he was issued a full refundThe customer received and has refused to return the $Cal Spas pump
You may contact us with any questions at [email protected] or call Monday- Friday 10:am to 4:pm CST 815-624-
Thank You
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr*** told me that the pump would be sent out on the 27th and a tracking number would be e-mailed to me on that MondayWhen I didn't receive a tracking number I called and was told that I would receive it on the 28thWhen I didn't receive it on the 28th I was told that it would be by noon on the 29thWhen I didn't receive it on the 29th, I ordered it from another company and cancelled my order with Superior SpasMr*** said that was fine and to send back the pumpI told him that I didn't feel that I should have to incur the cost of sending the pump backHe said fine....then keep itI called the company that sent the pump I ordered and it turned out to be the same company that Mr*** ordered the pump fromI asked them if my order was being sent (since Mr*** stated that his ordered was cancelled)They said his order was cancelled and that mine was still being sentUnfortunately, I received both pumpsI am happy to send the second pump back...but not at my expenseMr*** represent that his company had the pump in stock and was sending it to me and that I would receive it within days of placing the orderBoth were misrepresentations

I ordered a heat/circulating pump for a *** hot-tub on January 28'th which I have carefully maintained for yearsAt the time my pump had stopped running and I specifically told them I needed it ASAP as I was going on a trip and we were experiencing extremely cold weather
I was assured I would have it within the week as they had one in stockNot only did I not receive it within a week I did not get it until February 23'rdBecause of this my tub froze solid and cracked and now is entirely worthless
On top of all this I have been waiting almost a week to get a return label sent to me to return the pump which I could not use and I have left multiple phone calls with no response
This has been the worst experience I have ever had with an on-line purchase and I feel strongly that they should reimburse me for the cost of the damage

I ordered a heater for my jacuzzi on a Wednesday. By Tuesday of the next week I had no received any shipping information. Note this was supposed to be ground shipping I believe, and granted it was "free shipping." However feel a week to even start to ship is too long. So I clicked the address off the [redacted] invoice and sent an email requesting an update. I received a mail failure notification that the address did not exist. I am starting to get nervous at this point. Luckily I noticed the address was spelled incorrectly on the [redacted] invoice link. This is not something I typed in, this is via,the [redacted] invoice to email if any issues. It was incorrect, very strange. So I sent another email to what I assumed was the correct address.
I received a response from Royce [redacted] (incorrect spelling) he stated that my order was being drop shipped from [redacted]s and they would notify me when shipped. It's a week later and my item has not shipped, there was zero information on the website about drop shipping in general or related to my particular order. I respond to Royce and state as a customer that is unacceptable to not tell a customer that their item is being drop shipped and it would be over a week before it even ships. There was never a mention of this delay. Also that if they couldn't resolve this to issue a refund.
Later I receive a very rude and highly unprofessional email from this "gentleman" mocking me and using the word unnacceptable back to me like I had done something wrong. Here is the exact text from the email.
(My name)
That is unacceptable.
You have received a full refund via [redacted] Thank You
What kind of an email is that to send to a customer? I was so shocked that a business m not put customer satisfaction of costumer priority, instead to be a jerk when responding. However a refund was perfect because clearly we have different expectations. He stated I had already been refunded, yet no emails from [redacted]. So just to verify I login to [redacted]. There is no refund. I am currently awaiting said refund. I will never order parts from this,site again. Buyer beware

From Hot [redacted].
We are a spa repair service company, I have been buying spa parts from Superior Spa for about 10 years. I have always found Superior Spa & Pool to be SUPER professional with out standing customer service. I always received my parts as quickly as possible, and If the parts are hard to find, they went above and beyond to find them for me. I have always received them in a reasonable time. I would recommend them to everyone. Thank you for your outstanding service. You truly are SUPERIOR SPA PARTS,
Hot Tub Tony!!!

Initial Business Response /* (1000, 5, 2015/08/11) */
Contact Name and Title: Royce [redacted] Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@msn.com
The customer ordered part on Saturday July 25th and a tracking number was emailed on Thursday July 30th. The customer complained...

that it took to long to get his part and on July 31st he was issued a full refund. The customer received and has refused to return the $285.00 Cal Spas pump.
You may contact us with any questions at [email protected] or call Monday- Friday 10:00 am to 4:00 pm CST 815-624-0539.
Thank You
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. [redacted] told me that the pump would be sent out on the 27th and a tracking number would be e-mailed to me on that Monday. When I didn't receive a tracking number I called and was told that I would receive it on the 28th. When I didn't receive it on the 28th I was told that it would be by noon on the 29th. When I didn't receive it on the 29th, I ordered it from another company and cancelled my order with Superior Spas. Mr. [redacted] said that was fine and to send back the pump. I told him that I didn't feel that I should have to incur the cost of sending the pump back. He said fine....then keep it. I called the company that sent the pump I ordered and it turned out to be the same company that Mr. [redacted] ordered the pump from. I asked them if my order was being sent (since Mr. [redacted] stated that his ordered was cancelled). They said his order was cancelled and that mine was still being sent. Unfortunately, I received both pumps. I am happy to send the second pump back...but not at my expense. Mr. [redacted] represent that his company had the pump in stock and was sending it to me and that I would receive it within 2 days of placing the order. Both were misrepresentations.

Dear Mr [redacted] I sincerely apologize for the problem. I am refunding your $300.00 via [redacted] today.If I can help you with any of your spa needs I will give you a awsome dealI sincerely apologize.[redacted]