ComplaintsforIntex Recreation Corp.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an air mattress on 3/26. I used it 3 times. On the 29th, I was away from home until the 31st. Lo and behold, when I return, I see the brand new air mattress, it's half deflated. I went to their web site and tried to file a complaint, only to find out after typing for 15 minutes, that the submit button is not active (that's one way to limit complaints) and of course, when you call the customer service line you are treated to the only phone line in the 21st century that has no voicemail option (again, another great way to limit complaints). After looking at all of the current complaints I understand that I have been ripped off by a professional and the best I can do is spread the word to avoid this garbage company's cheap, crappy products.

  

  Business response

  04/04/2024

  We apologize for the inconvenience you've experienced with our product. Regrettably, Intex does not process refunds directly; instead, refunds must be facilitated through the retailer following their policy. However, we are committed to assisting you with a warranty claim. Please reach out to us via chat on intexcorp.com (Monday - Friday, 9:00 am to 4:00 pm PST) or call us at ************ (Monday - Friday, 8:30 am to 5:00 pm PST).  We value your feedback and look forward to assisting you further.
  
  
  
  
  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased this product January 11 and it has a leak.The product is defective.

  Customer response

  03/21/2024

  64123ED 

  

  Business response

  04/03/2024

  Thank you for reaching out to us regarding your recent purchase. We regret to hear about the leak in your product. As per our policy, refunds must be processed by the seller. However, we're here to assist you with a replacement. Your claim number ****** was initiated on 3-19-2024, and we're committed to resolving this issue promptly. Please note that the limited warranty for item *****ed is valid for 180 days from the date of delivery. We kindly request you to complete the claim process no later than 7-10-2024.For further assistance, please don't hesitate to contact us via chat at intexcorp.com or at ************.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought an air mattress from this company that within a few months of using it it deflated slowly and I would sink during the night and refill it 2 or 3x. I tried a patch but could never find the hole. It has a warranty I did everything they require but they deny it every time. They want an itemized invoice which I sent them the invoice from the store I bought it online and only have one type of invoice. This is completely fraud. The are unwilling to honor the warranty and make it impossible to work on their website on it. I did my part I want them to replace the bed.

  

  Business response

  03/26/2024

  We sincerely apologize for the inconvenience you have experienced with your air mattress and the difficulties you've encountered in getting your warranty claim approved. Your feedback is essential to us, and we truly appreciate your patience as we work to resolve this matter promptly.
  Upon receiving the detailed information you submitted regarding your purchase, we have processed your warranty claim (Claim ******) under Order *********. We're pleased to inform you that a replacement air mattress has been shipped via ***** on 3-25-2024 and is scheduled to be delivered by the end of the day on 3-28-2024. Should you have any further questions or concerns regarding your replacement mattress or any other matter, please don't hesitate to contact us at ************. Thank you for bringing this matter to our attention, and once again, we apologize for any inconvenience caused.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/01/2023 I purchased two ITEX air mattresses from Target. They were picked up from the store on 12/02/2023. The mattresses were not used until a few days ago and both were damaged. One mattress would not stay inflated; and the second mattress slowly deflated throughout the night. Target would not take the product back, even though it was still within the eligible time frame to return, only because the store told me the company wanted to deal with their product issues. When I called the INTEX, I was told the warranty was 90 days and they would not replace or refund the mattresses.I had not used the mattresses and was unaware they were purchased damaged. I did not need the warranty because the mattress was purchased damaged and within the return period of the store where i purchased it. I would like to either return the damaged product for a refund, or receive a credit. Warranty is typically for a product that has been used, but might need to be fixed or replaced during a set time period. The item was damaged when I bought it.

  

  Business response

  03/19/2024

  We apologize for the inconvenience you've experienced with the INTEX air mattresses purchased from Target. Our model 66171T is covered by a 90-day limited warranty against manufacturer defects. Unfortunately, refunds must be processed through the retailer in accordance with their return policy.  If you require further assistance within the warranty period, please don't hesitate to contact us at ************.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put in for the warranty of my airbed and they took a while , said my bed was on back order. Later I was told they would send me a substitute better than my bed, I said I would try out as long as it was better than mine. I received the bed and it was ridiculous and horrible , no where near as comfortable as my bed . Didnt even hold air completely, on there it says the air expands so you have refill it over the 1st night, 2nd night comes around it was going down . Myself and my baby were on a wobbly surface to the ground . Not only was the replacement substitute TERRIBLE but DEFECTIVE and all I can get is a dumb answer about how its nothing they can do because I accepted replacement and it was delivered . Asked to speak to a manager and ** told there is no one , Ill receive a call back which I never do. They are a ridiculous company , the customer service rep ******* even apologized and said if he was the company manager , or owner , he would send me another bed or compensate me for my bed. This is the worst company and the worst products , I definitely wont ever spend my money there again. Spent nearly $200 for a bed that went down the drain .

  

  Business response

  03/12/2024

  We understand your frustration and apologize for any inconvenience caused. On 1-29-2024, we reached out to offer a substitution item, replacements are of equal or greater retail value. We thoroughly explained the differences between the original model and the offered one. Since you agreed to the substitution, we cannot exchange the item. Unfortunately, Intex does not process refunds, so we advise contacting the seller for assistance. For further issues or concerns, please reach out to us at ************. We appreciate your understanding.
  
  
  

  Customer response

  03/14/2024

   
  Complaint: 21300792
  
  I am rejecting this response because:
  Ive already called that number and they have nothing because they said I have to reach out to intex . Furthermore their employee should have never told me that I could try it out , and tried to ********* by telling me how much better it was when really it was like lying on a piece of trash compared to the bed I got and was defective so my babies had to sleep on the floor. 
  Sincerely,
  
  *************************

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a queen size air mattress with built in pump. It lasted a week and started leaking air. I called Intex. They said fill out the claim form I said I don't know where it's leaking from we can't see any holes or feel air from anywhere. The guy said it's probably from the air pump area. Just follow the claim form. Send us pictures of the receipt with the claim number on it. The box label and the area it's leaking and we will get you out a new bed. So I did all that. A week later I got a denial email saying I did not send in the proper photos. So I called. THATS when a lady...well 3 ladies told me to cut the plastic where the INTEX label is and send it in to us. They said FOLLOW THE INSTRUCTIONS IN BLUE ON THE CLAIM FORM. It says to *********** in. Soooo I did all that. Using my own money to pay. I've waited 2 weeks. NOW I'm being told I was not suppose to send ANYTHING in I was just supposed to send in pictures. That's NOT what the instructions in blue letters told me to do. Everything time I bring this up they ignore me. So when I ask for a manager they say ooohhh someone will call you in 24 to 48hours. Yet they NEVER do. I was robbed.i followed instructions twice and got told noo you did it wrong. So it's a stall tactic.

  

  Business response

  02/12/2024

  We apologize for the inconvenience and confusion you've experienced with your warranty claim. To process your claim for a replacement airbed, we require specific documentation as outlined in our claim instructions. This includes uploading images of the cutouts from your defective airbed, as well as providing a copy of your store receipt or order confirmation.
  If you've already mailed the cutouts, please contact our service center at ************ with your tracking number so we can ensure the process is expedited. Our customer service team strives to assist you promptly, and while they cannot transfer calls, they are committed to escalating your request to speak with a member of our management team.
  Your satisfaction is important to us, and we genuinely want to provide you with a replacement airbed. We appreciate your patience and understanding as we work to resolve this matter in accordance with our claim requirements. If you need further assistance or clarification, please don't hesitate to contact us.

  Customer response

  02/23/2024

   
  Complaint: 21273209
  
  I am rejecting this response because: their instructions were to *************** to them. I did that. Then they CHANGED their minds and said nooooo we just wanted PICTURES emailed to us. 

  When I TRIED to explain the WRITTEN instructions said different I was HUNG UP ON. And if something isn't done I'll just write a review so everyone can see!
  
  Sincerely,
  
  ***************************

  

  Business response

  03/04/2024

  We apologize for any confusion or inconvenience you experienced. Upon receipt of the required documentation, claim ****** initiated on 1-26-2024 was approved and shipped under warranty order ********* on 2-23-2024, via ***** tracking ************, and delivered on 2-24-2024. We regret any frustration caused by miscommunication regarding the submission process. Your satisfaction is important to us, and we appreciate your patience and understanding.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought an Intex inflatable spa pool on December 21, **** to replace one we had that would no longer hold air. The new one arrived in two days, but after we set it up we discovered that this one also had a bad air leak and was unusable. We contacted Intex in ********** and they said they would send us another replacement once they received pictures that we had cut up the one they sent. We cut up the tub as directed but when the new tub did not arrive my wife contacted the shipping company and found out the delivery address was some 450 miles away to a home that we had sold years ago. Intex would accept no responsibility for this error, so now we are out over $200 and we cant even get an Intex Supervisor to call us back.

  

  Business response

  02/02/2024

  We apologize for the inconvenience you've experienced. Upon investigation, we found that your original warranty order was shipped back to our warehouse, allowing us to initiate Claim ****** to ****** the spa tub. Warranty order ********* was shipped on 1-31-2024, and per ***** tracking number ************, it was delivered on 2-1-2024. We understand your frustration and appreciate your patience. If you encounter any further issues, please don't hesitate to contact us at ************.
  
  

  Customer response

  02/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12-13-23 ordered replacement bladder for Pure Spa ordered through ******* as the one that came with the spa was defective. After 30 mins canceled the order as we found the hot tub base was defective and the entire spa needed to be returned. Received confirmation of my email cancelation, then received a shipping notice. Reached out to Intex again, told could not stop shipment to refuse. ***** delivered when I was not home so was unable to refuse the shipment. This item should never have been shipped, and the company refuses to provide a shipping label. Was hung up on 2x's by the same customer service person, *******. Was told supervisor would not approve a shipping label but kept insisting someone would call me back. Per a lot of feedback read on line, Intex has a terrible problem with supervisors never returning calls and leaving customers hanging, which is why I called back a second time, and got the same person, who again hung up on me. I called back for a 3rd time in a last ditch effort to resolve the problem. Talked to another **** ******* who advised there is nothing he can do but to call back if no one has returned the call within 2 days. Intex needs to provide a return shipping label for an order that should never have shipped and provide me with a full refund. Their lack of customer service is unacceptable, and they do not provide any of the front line persons with the ability to help customers, nor supposedly can they transfer a call to someone above them. How is that any kind of customer service? I am left with no choice but to wait 2 business days and then call them back once again. Terrible, and all over a defective spa unit that had to be returned on top of this replacement part order that should never have shipped. Poor non existent customer service from a huge company that should be doing so much better.

  

  Business response

  01/16/2024

  We sincerely apologize for the inconvenience you've experienced with your order and the challenges in canceling it. We understand the frustration this has caused. Unfortunately, once an order is shipped, we are unable to cancel it. We recommend contacting our support team at ************ for further assistance. Please be advised that return shipping labels are not provided, we appreciate your understanding.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have submitted multiple claims regarding a faulty air mattress purchased, which included a warranty document for 180 days. This was purchased via Target on Sep 13, 2023, under the item description of "Intex Elevated 18" Premium Comfort Twin Air Mattress with Internal Pump".I have tried calling their customer support number with no answer or response. They have an online form which gives automated replies with no ability to respond to the messages. I started my attempt to file a claim on December 7th, 2023, and have only been given generic responses requesting information which I have already provided with no next steps or willingness to honor warranty.The product was damaged and does not hold air and it appears their warranty process is not being honored nor are they offering any direct support to customers. I have attached my six attempts to file details online. I have no documentation of the multiple phone calls made.

  

  Business response

  01/09/2024

  
  Our sincerest apologies for the inconvenience you have experienced with your recent warranty claim. We understand how frustrating it can be to encounter issues with our products, and we are committed to resolving them as swiftly as possible.
  
  We're pleased to inform you that your warranty claim #****** was successfully processed on January 3, ****. The replacement item has been shipped to you via warranty order ********* and is scheduled for delivery on January 10, ****, by the end of the day. ***** tracking number ************ provides the estimated delivery time window between 11:00 AM and 3:00 PM.
  
  We hope that the receipt of the replacement item will address any concerns you had with your previous product, and we appreciate your patience throughout this process.
  
  If you have any further questions or concerns regarding the delivery or the replacement item itself, please do not hesitate to reach out to us at ************. Our customer service team will be more than happy to assist you further.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The warranty claim# ****** which was filed on December 13, 2023, and approved on December 15, 2023, has been delayed for almost 2 weeks. However, during that time, we have been sleeping with our daughter on her Air Bed, and now, it is leaking almost to the floor. My wife and I have become ill because we are unable to sleep properly and get a good night's rest. We were told that they would see if anything was available after the holidays, which for Itex would be January 3, 2024. We were also told that they would not be able to give us a refund because we did not buy the bed through Intex but at ******** However, ******* has a 90-day Return Policy, which we were already outside of upon contacting Intex. As stated to the Intex staff, we need a bed immediately, preferably the same one. If not, then there should be a refund given to us to get another bed.

  

  Business response

  01/09/2024

  We sincerely apologize for the inconvenience you have faced with your recent warranty claim #******, filed on December 13, 2023. We understand how frustrating it must be to have experienced delays in resolving this issue.
  
  First and foremost, we want to express our empathy for your situation, and we deeply regret any inconvenience this has caused you and your family. Please accept our sincere apologies for any frustration or discomfort you have experienced during this time.
  
  We appreciate your patience as we worke to resolve your warranty claim. Regrettably, the item 66169Wd is currently out of stock, and we do not have an estimated time of arrival (ETA) for its availability. We understand that this is not the resolution you were hoping for.
  
  Our **************** Manager did reach out to offer an alternative substitute item, but we understand that it did not meet your expectations. We apologize for any dissatisfaction this may have caused.
  
  It is essential for us to clarify that because you originally purchased the bed from one of our retail partners, we are unable to process a refund. Any refund would need to come  from the retailer in accordance to their refund policies. 
  
  However, we understand the urgency of your situation, and we are actively looking for solutions. We will continue to monitor our inventory and will do our best to secure a replacement bed for you as soon as possible.
    
  Please feel free to contact us if you have any further questions or concerns. Your satisfaction is our priority, and we appreciate your patience during this challenging situation.
  
  

  Customer response

  01/19/2024

   
  Complaint: 21056625
  
  I am rejecting this response because: This has been going on for over a month now. A downgrade from the bed we purchased would have been an insult and you all would have gotten off easy. Stating that you all have no alternative that matches the bed we purchased or better is ludicrous. You all are a reputable business where many people purchase your products. How do you have a business with no products? Furthermore, how would you have a business with no customers? This is not customer satisfaction or good customer service stating an apology with the same rhetoric that has been displayed throughout this situation. We made the purchase from ******* which had a 90-day return policy. The 90 days had already passed prior to the dysfunction of your product. You being the manufacturer, if your policy is to not give a refund unless the product is purchased directly through Intex, then your priority when it comes to your products should be great customer service. No one has a clue as to if you will have the bed in at all nor do you all have an estimated wait time or an alternative that meets the quality of our purchase or better. There is no excuse for how your company conducts business when it comes to customer satisfaction. Our satisfaction is not your priority and therefore we need to see how we can proceed with taking this matter to court.
  
  Sincerely,
  
  ***********************

  

  Business response

  01/30/2024

  We understand your frustration, but unfortunately, the model you purchased is currently out of stock. As you rejected the offered alternative, we must wait for restocking. We apologize for any inconvenience and understand your disappointment. We don't have an estimated time of arrival for the restock, but we're working diligently to replenish our inventory. Your satisfaction is important to us, and we'll keep you updated on any developments. Thank you for your patience and understanding.
  
  
  

  Customer response

  01/30/2024

   
  Complaint: 21056625
  
  I am rejecting this response because: there is no logical reason why it takes months for a product to come into the warehouse when it is your company. It sounds to me like you are saying "we value you for purchasing our Intex product, but oh well, you just have to wait." This has been going on since December and it is almost February with no real urgency to our plight. Saying, the bed we purchased is not in stock and we have no ETA as to when it will be there is unethical and unacceptable. I will speak to my attorney, have him go through these emails, and see what our next steps should be.
  
  Sincerely,
  
  ***********************

  

  Business response

  03/04/2024

  We apologize for the delay and any inconvenience caused. Unfortunately, there is currently no comparable substitute available, and we understand your frustration. Rest assured, as soon as the king model is restocked, we will promptly ship it to you. We apologize for any misunderstanding regarding the timeframe and assure you that we are working diligently to resolve this issue. Your patience is appreciated, and we remain committed to ensuring your satisfaction.

  Customer response

  03/11/2024

   
  Complaint: 21056625
  
  I am rejecting this response because: From my understanding, you all do not sell King size beds any longer. So, apologizing and telling us when it arrives it will be shipped is asinine because you will not receive any other ones. We have been going back and forth with this complaint going on 4 months down.  Your apology should be for bad business practices and asking how you can correct it. There has been many things going on since the initial filing of the complaint, and even though it should have been resolved immediately, you all refused. To take it to a higher authority would be a waste of my time and there are too many more important issues going on around us that need our immediate attention. However, my resolution to this complaint is as follows: (2) PremAire Thermalux Air Mattress 20" ************************** Pump SKU:64935EP  $163.99 x 2 = $327.98 and (2) Dura-Beam Deluxe Supreme Air-Flow Air Mattress 20" ************************** Pump SKU:64489ED $139.99 x 2 =$279.98 with insurance, shipping, and handling included to be shipped here at no cost to us. This would be to accomodate our troubles over the span of time you all have had us waiting for nothing, going without for this period of time, and to compensate for lost time and terrible customer service. Please respond to this communication immediately and send an email with documents to confirm fulfillment of our request so that we may put, what should not have happened in the first place to our bed, to rest.
   
  Sincerely,
  
  ***********************

  

  Business response

  03/20/2024

  We sincerely apologize for the inconvenience you've experienced regarding the availability of King size beds. We understand your frustration and regret any inconvenience caused. Upon reviewing your request, we regret to inform you that we cannot comply with your specific request for (2) PremAire Thermalux Air Mattress 20" ************************** Pump and (2) Dura-Beam Deluxe Supreme Air-Flow Air Mattress 20" ************************** Pump.
  We acknowledge that our previous offers may not have met your expectations, and we empathize with your situation. However, we want to ensure that we explore all possible alternatives to resolve this matter to your satisfaction.Please contact us at your earliest convenience at ************ so we can discuss your options further. While we cannot guarantee the availability of specific items, we are committed to finding a suitable resolution for you.Once again, we apologize for any inconvenience caused and appreciate your patience and understanding in this matter.

  Customer response

  03/21/2024

   
  Complaint: 21056625
  
  I am rejecting this response because: Today I reached out to you all and was offered a substitution of a PremAire Thermalux Air Mattress 20" ************************** Pump for $163.99. I asked ******* would it be possible to add another bed with that to match or exceed the price we paid for the King **** *** mattress we purchased from ******** I was then told that the manager made this offer and there was no way for them to contact the manager. I requested to speak with the manager, but I was told there were no transfer capabilities in their office and ******* would have to put in a request for the manager to contact me. To note, my request is to add another mattress to the offer of a substitution that was made. I do not see where that is a difficult or outrageous request since we paid much more for the Intex King *** mattress we purchased previously. Please be advised, when the manager calls, I will make the same request as stated above to accomodate the almost 4 months plus money spent on the Intex King *** mattress.
  
  Sincerely,
  
  ***********************

  

  Business response

  04/03/2024

  We appreciate your reaching out and your detailed explanation of the situation. We've taken your concerns seriously and have attempted to contact you regarding the substitution offer. Unfortunately, our attempts to reach you were unsuccessful. Regarding your request to add another mattress to the substitution offer, while we understand your desire for accommodation, we regret to inform you that we are unable to comply with this request. However, as previously mentioned, we can send the PremAire Thermalux Air Mattress 20" ************************** Pump (item 64935Ep) as a substitution. We apologize for any inconvenience this may cause and appreciate your understanding. To accept our final offer please contact us via chat at intexcorp.com or at ************.

*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. ↩