Magnolia Pool and Spa Supply - Unwarranted Fees

Pool Heater - Complaint
Review by jrwilliams on 2012-05-22
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
RIVERSIDE, CALIFORNIA -- • I ordered a pool heater from Magnolia Pool and Spa Supply on Sunday night, May 6th, at 7 PM on their website.
• I canceled this order early Monday morning, May 8th, by sending then a message on their website.
• I learned later that when you submit an order it goes straight to their shipping department.
• The message I sent, from their website, went to the sales department.
• To my surprise, the pool heater was shipped on Monday and the order was not canceled.
• Apparently, the sales people do not did read their messages on Monday morning or they chose not to do anything.
• Given this process, the consumer does not have time to cancel an order before it is shipped.
• It was on Tuesday, May 8th, that I received a message on my phone, to call about this order.
• I did not hear the message until I got home late on Tuesday, May 8th, so I did not contact them until Wednesday, May 9th.
• When I called back I learned that this order was not canceled, but was shipped and told emphatically that the only way to cancel an order was by phone.
• I was very upset at the sales person who insisted that if I cancel I will have to pay for the shipping.
• After this discussion, I got off the phone thinking that the heater would arrive and I would have to send it back and pay the shipping.
• On Thursday, I than received a call from a shipping company that this shipment had been canceled and was being returned to Magnolia Pool and Spa Supplies, I felt better.
• I waited two weeks to see if the adjustment was made to my credit card, but no reversal occurred, so I called again.
• I was told that they were waiting for me to call back before doing anything. They had told the company to return the item, but no reversal was sent.
• I was surprised that they did not send in a reversal for at least the original amount minus the shipping cost, so the only open item was the shipping cost.
• After talking to the sales person, I was finally passed on to management.
• This person, who I found out was the CEO, told me that I should not have been arguing with his employee and now have to pay the shipping charge and an 8% re-stocking fee.
• I argued this point and he told me that this fee can be 30% re-stocking which is in the fine print on the website.
• I was originally concerned about the shipping charge, but now, after escalating this to management, I have to pay another fee.
• I have been involved with many minor problems with various business which are usually taken care of without any problems.
• This is the first time in my life that I have had this type of experience.
Comments:1 Replies - Latest reply on 2012-05-23
Posted by T on 2012-05-23:
Online portals are streamlined to ship as quickly as possible. When I shop online, I check the terms and conditions and return policy carefully. When I click "Submit" I expect to receive that order and not be able to cancel it.

Looking at the company's website, it indeed advertises the restocking fee. And it states that the restocking fee is lower as you were told if the item is cancelled after it ships. Therefore I don't see anything they really did wrong here. The lesson, IMO, is to be sure you want anything you buy online.

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