NEW YORK -- We placed an order for multiple items. Part of the items were shipped and received, part of them were not.I've been trying for over a week to get a refund for the unshipped items and the agent handling my 'ticket' is ignoring the request for refund. The first excuse was that they had to confirm from the warehouse that the item wasn't shipped.I waited 3 days and then messaged again, they said again they had to confirm it didn't ship.
I then waited 3 more days and told them I wanted a way to speak with management and the gentlemen over email explained that they don't have a way for you to do that. I messaged back telling them how unsatisfied I was and ask again how I can get a refund. Still no reply. The agent over the email is named Reggie **. This company is terrible and we will NEVER be buying from them again!!!
NIAGARA FALLS, NEW YORK -- I ordered over $1000.00 worth of product from them - invoice # ** - on April 7, 2012. My credit card was charged very quickly for the product. Items arrived, likely drop-shipped from various locations, to my home in a most disorganized, but overall quick fashion except for 4 products: a pool liner (expected to be delayed until mid-April), and 3 items shipping from the same location - gasket kit (GK1), LED water return light (SKU4396) and chlorine float dispenser (NA340). Total for items not received was a minimum of $368.46 (not including any prepaid shipping/handling charges). With shipping handling, it would probably be closer to $380.00.
Almost 3 weeks later on April 25th, about a week after I was expecting the pool liner to ship, Nicole (**) contacted me via email to tell me that the liner will be delayed until June 10th. She asked if I wished to wait for the liner or choose a different pattern. I inquired about the other 3 items that I did not yet receive. She told me they were shipping from the same warehouse as the liner.
I said at that time (on April 25th) that I did not like the other liners, so I was willing to wait until the liner that I wanted to come in. I asked if they would offer me a discount since I had to wait an additional month. She said she would tell them that I would wait for the liner, and perhaps they could send the rest of my order along to me while I waited for the liner. She never commented on my question about a discount. Those other items never came.
June 12th, 2 days after the expected date that the liner would be in stock, and 7 weeks after the original order was supposed to ship, I called them to check on the status of the shipment. I still had not heard from anyone. Heather took the call and informed me that my order had been cancelled and the liner was not coming.
I asked why I was not informed or updated with this information. No response. She asked if I wished to order a different liner. I asked if they would offer me a discount for the inconvenience of patiently waiting half a swimming season for a product that was never going to arrive. She said no. I told Heather over the phone on June 12th some time around noon to cancel the rest of the order, all of it. I did not want to do any further business with them. She seemed unfazed and the call ended quickly.
At approximately 4:13 pm that same day, I emailed Nicole, just to make sure that it was understood that I was, indeed, cancelling the remainder of my order. I did not have faith that the message would get through from Heather. I have proof of that email. Nicole responded on June 13th at 6:54 am, and confirmed that she did indeed speak to Heather the previous day. She confirmed that I would receive a full refund. I also have that email as proof.
At 11:06 am, Charlie **, (email@example.com) supposedly the owner of the company, sent me confirmation of a refund for $302.99, which less than what I am due. I responded, at 3:20 pm, asking why the amount being refunded was less than the amount I am due. I have yet to receive a response from him. The $302.99 refund finally showed up in my account today.
Today, I forwarded the same email that I sent to Charlie regarding the rest of my refund onto Nicole, who responded that the other items that I told them to cancel were already being shipping to me via UPS. She provided a tracking number and stated, unfortunately, it was too late to cancel the order. The tracking number indicates that the order was scheduled for pick up 2 full days AFTER I told them to cancel the order. They did not cancel it, but chose to ship it to me anyway.
UPS has been to my home to deliver, but the package required a signature for delivery. Luckily, I am never home for UPS to deliver to in person, so I wrote on their door note "return to sender - refused". Based on previous complaints ALL OVER the internet about this company, they will attempt to charge me a re-stocking fee and another shipping fee.
I am about to file a fraud complaint with my credit card against them and block any further charges that they may attempt to post. In the meantime, they owe me AT MINIMUM another $65.47, without any prepaid shipping/ handling charges refunded.
GRAND ISLAND, NEW YORK -- I ordered a pool ladder for our new above ground pool we purchased to teach our girls how to swim. The ladder I ordered was an A-frame ladder with a platform at the top. The platform was the sole reason I went for this ladder as one of my girls is disabled. The ladder arrived quickly, but was the wrong one. The one I received was the same manufacturer and an A-frame, but no platform. I called customer service and after waiting for 5 minutes I got someone on the phone who asked me who the manufacturer was and after telling her she said "Oh you need to speak with X" and quickly transferred me to a voice mail. I hung up and called back.
After waiting in queue again, I got hung up on. I called back a third time and spoke with the same girl as the first time and explained that I was not interested in speaking with someone's voice mail. She then put me on hold for 6 minutes and then said that she needed me to e-mail her a picture of the box for the warehouse to research this and she would get back with me. This was on 5/30 and I promptly sent the picture in an e-mail. I then received an e-mail on 5/31 asking me if the platform was in the box and I replied no.
On 6/5 I sent an e-mail asked for an update on what is being done to correct my order. On 6/10 I sent another e-mail asking for an update again since hearing nothing back from the first I sent. On 6/10 I received the following reply from Corrine "Yes it was resolved, this is the new updated ladder, the ladder with the platform they do not make anymore."
On 6/10 I sent a reply asking what I needed to do to return the ladder for a refund as it is not what I ordered and was more money than the ladder they sold from the same manufacturer without a platform. On 6/12 I received an e-mail from Corrine that simply stated "All sales are final". No apology or anything. I think it is absolute B.S. that you order one product and they send you something else and tell you tuff. Horrible service, very rude. Stay Away!!!!
I wish I would've read reviews before purchasing!!! Ordered Pool cover and it never came... customer service is terrible!!! DON'T WASTE YOUR MONEY WITH THIS COMPANY... called to check on order and they informed me it was a delay in shipping product. I was never notified of this and from what the reviews say glad I didn't. Will be charging back asap.
DOUGLASS, KANSAS -- I purchased a pool cover top from Pooldeals.com. They do not provide any refunds for defective products. And I cannot talk to a person personally. I have to write them for each comment I need to make. Their pool covers are very cheap and do not last. I just put the pool cover on in October and now it is tearing apart and it's only the end of November.
GRAND ISLAND, CALIFORNIA -- You cannot email, they have a ticket you have to fill out and send. Does not work. The customer service by phone is a complete joke. I am stuck with a item I did not order. Do not buy from this company, you will be sorry. Watch for companies like this one, will change names and sell the same junk.
GRANS ISLAND, NEW YORK -- My pool cover did not fit my pool. The Cust. Serv. Rep Reggie ** told me to go outside and measure my pool. I told him I've been ordering 24ft pool covers for the last 15yrs. The company sent me a pool cover that was 5 inches too short. This company SUCKS. And please make sure you hire Customer Service Reps with at least a High School education not the moron I talked to. He was an arrogant piece of garbage. Get a real job Reg.
We purchased a liner, discovered a tear on the seam after 2 months, and barely being in the pool. Contacted customer service and they basically told us too bad, there's nothing we can do. Never again! Buyer beware, horrible products, and horrible service. Now we are going to need to purchase a new liner and pay for install once again. The company took no responsibility and didn't work with us at all when clearly there was a defect in the product.
GRAND ISLAND, NEW YORK -- Purchased pool cover with 20 year warranty. After first season stitching was coming undone. Called and could not talk to anyone. Had to leave message and email. They responded that "you have to use warranty information in box." I advised there was not any warranty information. They would not give me manufacturer name of company that made the cover. They do not answer any phone calls. This company is a scam. Terrible customer service. I would never purchase anything from this company. I filed complaint with bob. I am in process of contacting my credit card company.