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Business Profile

Hot Tubs and Spas

Soak Barrel Co

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hot Tubs and Spas.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/02/2025

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The item ordered and the item delivered are completely different. I have attempted to reach out to the owner of the business but no response.

    Business Response

    Date: 01/02/2025

    Hi,

    Please take a look at this email that was sent to our customer prior to ship the product and please notice that we've attached 2 pictures and 1 video of the product custom made.

    Regarding the return, the cost of shipping to the customer and returning the product, plus 35% restocking fee which we have to charge because there was a lot of work into it and we don't know how long it would take to keep it in our warehouse until it will be sold again, would be higher than the price paid for the product.

    Also, there's attached our return policy available on our website at Shipping & Returns.

    I am sorry.

    Customer Answer

    Date: 01/02/2025

     
    Complaint: 22753652

    I am rejecting this response because:

    I did not see the email with the different product otherwise I would never have accepted it, it's COMPLETELY different.

    What I bought and what I got are not even close.

    I believe they never had the item to sell in the first place.

    Sincerely,

    ***** *****

    Business Response

    Date: 01/06/2025

    Thank you *****,

    If you still want to proceed with the return, please return the product to our warehouse following the instructions from our website at RETURNS, EXCHANGES, AND REFUNDS section.

    Soak Barrel Co
    **************************************

    Thank you!

Soak Barrel Co is NOT a BBB Accredited Business.

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