Customer ReviewsforAquatic Technology, Inc.

I placed an online order for an item with Poolweb.com in September 2021.I received an email from Poolweb the same day informing me that the item would be estimated to ship roughly 4 months later.Following this information I decided to cancel the order on the same day because of the long wait. Poolweb responded immediately and stated that the order had been canceled and a refund should be processed in 2-5 business days. 7 business days later I decided to dispute the charge with my bank since I hadnt heard back from Poolweb nor had I received the refund. A temporary credit was issued by my bank during their investigation. In October 2021 I received a confirmation of my refund from Poolweb by email. My bank confirmed in November 2021 that the temporary credit was now permanent.I placed a new order for an item in July of 2022 with Poolweb but got this order canceled right away from their end with the reasoning that due to a chargeback/credit card dispute that I had previously filed with Poolweb they would cancel this order. Given this course of action I am left wondering about the complete lack of business conduct and professionalism of this company. It conveys not only an act of vengefulness but also ***** and puerile.

********************* originally placed an order with Poolweb.com on 9/17/21 and reached out that same day to cancel, which was taken care of. It appears there was a delay in processing ***************** refund and after 7 days, instead of reaching out to Poolweb, ***************** decided to file a chargeback claim with his credit card company. This refund issue could have been resolved with a phone call to Poolweb instead of to ******************* credit card company. It is our policy to not process new orders for customers that have previously filed a chargeback or have disputed legitimate charges with us. Chargebacks and credit card disputes cost businesses money in both fees and in time spent over and above the refund to the customer. Canceling ******************* second order was in no way vengeful, it is standard business practice to not accept orders from customers that have previously disputed charges.

Poolwebs response to my complaint did not address the underlying issue. Instead of changing their policy of not processing new orders for customers who previously filed a legitimate chargeback, they have elected to blame the customer for not reminding them of their responsibility to refund customers in a timely manner; or if (as suggested by Poolweb) it appears that there is a delay, to inform the customer of such delay. I gave Poolweb an additional 2 business days to meet their stated refund window of 2-5 business days. I appreciate that there is a cost to chargebacks; there are also costs associated with card charges that should have been reversed beyond the time promised, wasted time on the phone etc. The fact remains that Poolweb did not honor their stated refund window, did not communicate with me even two days after that window, and I followed a legitimate course of action, regardless of what their policy says. While it might be a justified policy for customers that used a chargeback or credit card dispute for illegitimate reasons, this case is certainly far from it. If Poolweb is not holding itself accountable and instead blaming the customer in this case, I feel obligated to at least inform the public about their untrustworthy business practices and questionable policies.

Our *********************** ordered two Life Safety throw rings to be shipped next day. The shipper was *****, they did not deliver them. ***** claimed they tried to deliver them but we have cameras that show ***** did make a delivery attempt. I asked for a refund of the next day delivery charge from the vendor since they were the ones we paid the delivery fee to and they refused.

This order was shipped via overnight shipping as requested, per the shipment tracking a delivery was attempted but there was a delivery exception "Customer not available or business closed". The order was delivered the next day.

Take your business somewhere else. I agree these people are nothing but thieves. Purchased heat exchanger, unsure if it would work for my particular application, but ordered the item anyway noting their 30-day Return policy. At the time of order the item was listed as "In Stock" and should have fallen under their so call *************************. Upon completing my order (4/21/2021) I promptly received my email confirmation stating that they would be preparing my shipment and notify me once it shipped. 2 hours later I received another email stating that the shipment was not expected to leave the warehouse until (4/30/2021), no big deal. Received another email on (5/3/2021) expecting it to ship out on (5/12/2021), again no big deal, or so I thought. Finally received item on (5/21/2021) and quickly realized it was not going to work for my particular plumbing layout without doing a major replumbing job which was not an option at this time. I immediately requested a return and was greeted with a prompt response and a return label which I knew I would be responsible for paying for. I live in a very rural area and was not able to get the return item to a ***** drop off location until (6/11/2021), they received the return on (6/17/2021), while cutting it close, this was still within their 30 day return policy. A week later on (6/24/2021) I received a refund notification that was some $230 less than what I should have gotten back. I was able to contact their customer support today (6/29/2021) and I was told I only received the amount back because I was charged the 25% restocking fee. When I asked why, I was told that the item did fall under their 30-Day ************* but the restocking fee applied because the item had to ship from the manufacturer. When I asked how this was my fault I was rudely told that that's their policy for "Out of Stock" items and there was no way the item was listed as "In-Stock" when I ordered it because they could clearly see in their system on the day of the order it was showing a lead-time of 15-days. I said it's possible I missed that in the item discerption when I made the order but it still showed up as an "In-Stock" item when I ordered it so the 30-Day ************* should be honored and it's not my fault if they had to order an item from a manufacturer. I'm not perfect and it's very possible I made a mistake or failed to fully understand the return policy but I will take my future business elsewhere. Regardless if I was wrong or not, taking a flat 25% restocking fee, especially on higher cost items is quite simply robbery! There is no justification where it cost them $230 to shelf an item they are going to turn around and resell at full price.

The item purchased is not an item we stock and had to be ordered in from the manufacturer when this order was placed. The item online listed as please allow 7-10 business days to ship as this is the average lead time for this particular item. Per our return policy, if an item is not stocked, the customer is responsible for the cost of return shipping and a 25% restocking fee. This is explained both on our website in our return policy and in the return instructions that are sent when a return is requested.