ComplaintsforDiscounter's Pool & Spa Warehouse

• Initial Complaint

  01/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hello there and thank you for taking the time to review our issue at hand. As of early October last year we had placed an order for a hot tub cover with Discounters Pool and Spa in Barrie, (112 Saunders road, unit #1 L4N 9A8) Since ordering in early October we've are yet to receive our purchase. We are currently into out 13th week of waiting. We have been corresponding through emails however all of them with empty promises of dates and times to be delivered. Today after speaking with management, things are still pending we have been told she is unsure as to when it will arrive. All of our effort have fallen on deaf ears. We were promised delivery multiple times over the last month and we are yet to receive it. We've been in and had discussions with management and still with no resolution. At this time we have asked for a refund and she has denied this. We are at a loss. Frustrated and feel a bit defeated. Please help Thank you for you time. ******* *********

  Business response

  18/03/2022

  Business Response /* (1000, 8, 2022/03/14) */ Customer has since picked up the the custom designed spa cover and was gifted some freebies to accommodate the wait. Custom orders cannot be refunded once in production which is why we were unable to provide a refund. Unfortunately, we can only provide dates that the manufacturer confirms to us, which during these times, can change quite frequently due to material shortages. Consumer Response /* (2000, 10, 2022/03/17) */ I just wanted to inform you that my husband and I have found a resolution and no longer need a caseworker to resolve what has been finalized.

• Initial Complaint

  31/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a ************** Spa in April 2021. It was delivered in July 2021 and included a one year warranty The GFIC plug on the tub arrived broken. I contacted the seller immediately and had a technician out to replace the cord within a week. I was very happy with the service provided. Fast forward 7 months later, over the past few days the GFIC cord has been randomly shutting off causing the temperature to drop near freezing on several occasions. I reviewed the service manual which suggests that any number of issues can be occurring. The service manual also states that a certified technician should be contacted for all repair work. I contacted the company directly and explained the situation. They first attempted to blame my electrical outlet which is on a dedicated switch, still working and does not trip the breaker. After I refused to accept this as a response. I was told to go to my local hardware store and purchase a new GFIC box and install it myself. They refused to honor the warranty or have someone come out to do a diagnostic check to determine the cause of the GFIC failure. They stated that "its like changing the batteries in your remote control on your TV nobody does that under warranty". I have no electrical certification training, and no idea what I am looking for in terms of a part, or where it can be purchased or how to put it together once I do have it. The manual says that any tampering of tub electrical systems can void the warranty. I asked to be put through to a Service manager, and the caller indicated one was not available that I would be placed on a list for a call back. When I ask for a name or number for contact they provided the original service line number and would not provide any further information. They told me that if changing the GFIC does not work to call them back again. The product I purchased came with a warranty. I would like the company to follow through on their Warranty and repair the problem.

• Initial Complaint

  07/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought a pool heater on their web-site on May 6, 2021. They listed the item as "in stock" and it would take a few days to get ready to be picked up from the warehouse. I have not heard a word from them since. I have called and emailed them and there is no reply. I would like to know what is happening. If they tell me the product was actually "in Stock" in some other country, they should still be able to tell me what the status is. Without any communication, I am left to wonder if the only objective was to take my money.

  Business response

  30/09/2021

  Consumer Response /* (450, 14, 2021/09/13) */ Thanks for the reply. The company eventually delivered the pool heater to me and returned the funds for the vent that they were not able to supply. I got a call from someone at Discounters Pool who told me that they had a problem with supply. I believe that to be the truth. I think they should know that the call was appreciated and that they could have made the call much much sooner to avoid me filing a complaint. Thanks for your assistance in this matter. Sincerely

• Initial Complaint

  02/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I ordered pool supplies on May 16 2021. They said 2-3 days for my order to be completed. My order was a total of $373.75. I have tried to call approximately 30 times now and have left voicemails with my contact information with the order number and have had no return calls. I have tried emailing them with their order tracking forms online and no response. I've tried to cancel my order with their online form and no response either. I'm at a loss of what to do now. I checked their ******** page and there are hundreds of people complaining about this. Please help me and the others! Thanks **** ****

• Initial Complaint

  31/05/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a complete pool package from them back in May 2020. When I ordered it was in stock on line. A week later I get a call saying it is not and will take a couple of months, I finally got it end of August early Sept. I finally found someone to install it last week as no point installing before the winter, As they were installing it the thermo-wall that insualtes the wall was to short. I have been emailing and calling the company for a week now and no one is responding to my emails or answering any of my calls. My packing slip shows that the sent me 39 feet of the insulation but for a 15ft pool it should be 48ft, It even says so on their website. I just want then to send me the right quantity so I can get the pool completed so my kids can enjoy it, My PO# is *********

• Initial Complaint

  26/05/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased what I thought was a brand new pool cleaner. Unit has scratches on it, accessory boxes were open inside with contents removed. Handprints dust and dirt on the item. I contacted customer service. They asked me for photos which I sent and received no response. Contacted them 3 days later, they asked for more pictures. I sent them more pictures. I waited three more days with no response. Contacted them again, and have received no response after a week.

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