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A BBB Accredited Business since
BBB has determined that Nathans Pool Supply, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Nathans Pool Supply, Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Robert M Nathans Jr., President
Swimming Pool Equipment & Supplies
Alternate Business NamesNathans Pool Supply, Inc.
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating Overview
BBB Customer Reviews Star Rating represents the customers opinions of the business. The Customer Review Star Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score. Below is the Customer Review Star Rating scale.
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: I purchased a spa water heater from Nathaans Pool Supply on May14 for $ 156.98 plus $12.00 shipping. The heater was delivered and I installed it.A tag was attached saying ( no returns on electrical items if installed) The heater is electric but how am I to determine if it works if I don't install it.I did check the continuity of the element and for shorts to ground, all was well.Once installed it did heat up for 10 minutes and then tripped the ground fault protector breaker.I am a retired electrician of 40 years so I am experienced. I checked it for a short to ground and found it to be shorted to ground. Once it cooled it worked again for a few minutes then the short came back. I sent an e mail to ******s and it was immediatly answered with-NO REFUNDS-I called on the phone and was again denied. The unit is faulty and I would like another one or a refund.
Desired Settlement: A refund or a replacement
To whom it may concern:
Responding to the complaint. Mr. ******** has not reported the information regarding ******s Pool Supply Inc. return policy on electrical products. When an invoice is enclosed with the item ordered, there is a policy label attached to the invoice which states the following:
RETURN POLICY : WITHIN 30 DAYS OF INVOICE DATE.
MUST REQUEST A RETURN AUTHORIZATIO NUMBER. ABSOLUTELY NO REFUND ON ELECTRICAL
PARTS AND/OR WHOLE GOODS. ELIGIBLE ITEMS RETURNED ARE SUBJECT TO A 20% RESTOCKING
FEE. SHIPPING AND HANDLING FEE IS NON-REFUNDABLE. MERCHANDISE CANNOT HAVE BEEN
INSTALLED. MUST BE RETURNED IN ORIGINAL PACKAGING AND COST OF RETURN SHIPPING IS AT
EXPENSE OF BUYER. DISCONTINUED/USED ITEMS SOLD ARE SOLD AS IS AND ARE NOT RETURNABLE.
This information is on all invoices. As it shows, Mr. ******** did not state all the information on the return
policy. He was also told that if he could produce the original package with the item number and description that was on the sticker
on the item there might be something that could be done dealing with the original manufacturer. Mr. ******** said he no longer had the original
packaging. Without that information there was no way to know what distributor the item was purchased from.
******s Pool Supply Inc should not be held at fault for this.
I am rejecting this response because: I was not informed that the item was a discontinued item making it not returnable. I only found this out after searching for a replacement. I do have the original packaging but there was never any sticker as they say. ******s knew that this item was a discontinued item and has been for some time. Thay advertise themselves as a -HARD TO FIND- supplyer of pool items.
I asked for a RETURN AUTHORIZATION number and was told NO REFUND on electrical items. Heater cores are time sensitive and tend to break down in years.
How can ******s sell a discontinued item which has been sitting on a shelf for a long time and then say NO RETURN?
They know which distributer the item was purchased from. ******s purchased it. That is the business of ******s - To sell HARD to FIND POOL ITEMS>
The item was not classified as a discontinued item on the invoice. The return policy does state that discontinued items cannot be returned and are sold as is, but this was not the case. All this information is in the return policy on the website. This was and is an electrical item that the return policy states cannot be returned. Mr. Krawcyzk NOW is stating that he has the original packaging, when he told Mr. ******s that he did not have it, but the original packaging has no sticker information. If he has the original packaging, the sticker information would be on the packaging. ******s Pool Supply Inc purchases items from various distributors and without the packaging sticker, the distributor cannot be identified.
A copy of the invoice is attached for review.
******s Pool Supply Inc.
I am rejecting this response because
You run a business that will not back up your product. To sell an item marked- not returnable if installed- is basically criminal.
To sell an item marked- not returnable if electric- is wrong. You are a deceitful company without morals.
That is like saying if I buy a TV, install it and it blows every circuit breaker in the house, it is just too bad._NO RETURN IF INSTALLED .
The TV is electric so -NO RETURN
Mr. ****** should be ashamed of himself. Your staff should be ashamed of themselves. You know that you sold me a defective part and will not stand by your product.
People should be made aware of your policy. You are a disgusting American hiding behind your business ways.
America is no place for a business that lives on your business practices. You stink of greed .
Exposing you is the only way to cure you.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.