ComplaintsforPool Supply 4 Less

• Initial Complaint

  08/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 7/7/22, I ordered and paid for an LED pool light and control switch from PoolSupply4Less.com. The pool light was $898.00 and the sync controller switch was $299.00, with the order totaling $1,276.30 after tax. I received an email confirmation of the order the same day, and another email the next day stating the order was being shipped and an explanation that All items over $200 would require signature. The email contained one FedEx tracking ID for the shipment. The shipping confirmation email on 7/8/22 clearly states the vendor policy states that "All items over $200 come signature required!". Both items are over $200. The vendor claims that the items, or at least part of the order was delivered. Nobody in our household received or signed for the items. The FedEx tracking information that was sent still returns a "Pending" shipment. After a few calls and emails with the vendor, I have asked the vendor to either send both items or process a full refund. I have asked for evidence of signature per their policy but they have not produced evidence of any item being sent to me. We live in NJ where the summer is short. It was my hope to have the light installed and in use by now. 

  Business response

  08/05/2022

   

  We have spoke with Fedex many times on this shipment for the light. We opened a trace with them and they responded to us that the light was delivered to the correct address. Fedex has gps for all shipments when they are marked delivered. They confirmed with the driver that the package was properly delivered. For the second shipment the unit arrived back to us and we have it here and can re ship it to you or give you a refund on that part. We have reached out via email to you and have not heard back on a refund or reshipment. We can't give a full refund as the other item was delivered per Fedex. We are always here to assist you and if you have any questions please email us at [email protected]

  Customer response

  08/08/2022

  
  
  I am rejecting this response because:

  
  

  The light was not recieved. The vendor has a published shipment policy that accompanied its July 8 email notification of the order being processed that states that any item over $200 requires signature. Specifically, it states "All items over $200 come signature required". 

  PoolSuppl4Less didn't send the light or controller, which are eqch valued over the stated $200 amount, and fails to show any evidence of signature beyond the emailed claim that Fed Ex delivered something.

  
  

  I require a complete refund for the entire purchase.
  
  Regards,
  
  J**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  08/09/2022

  My warehouse did not select the option for signature on delivery for this shipment. We started a trace with Fedex for the light and they confirmed with the driver and gps coordinates that the light was properly delivered to your address. The controller was sent back to us and we can issue a refund for that or reship the unit out to you. 

• Initial Complaint

  11/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After the Texas freeze, our pool heater was damaged. We purchased a Header assembly from Pool Supply 4 Less on 6/23/21. Due to the demand for pool technicians after the historical Texas freeze, we were not able to get repairs scheduled until 8/26/21. When the technician opened the pool heater, he determined that the entire heater assembly needed to be replaced, not just the header. We replied to previous email correspondence ([email protected]) on 8/26/21, asking if we could return the unused and unopened header assembly and purchase the full header assembly. There was never any response from Pool Supply 4 Less. I called today 11/19/21 and spoke with Blake the supervisor. He stated that we agreed to a 30 day return policy when we purchased the header assembly. I asked for an exception due to the fact that we could not get a technician to install due to the historical natural disaster in Texas and we contacted them same day we finally had a technician determine we needed a full header assembly. He stated they never received the email on 8/26/21, so we forwarded the email chain to the same email [email protected]. Blake was dismissive and condescending, stating he was able to make exceptions, but would not in this case. Blake would not give me any other contact person for the company and stated that if we contact the company, all calls will come back to him and he will not make an exception. To this day, Pool Supply 4 Less still references the unprecedented natural disaster cause by the freeze in Texas and the unprecedented demand that has resulted. This same unprecedented demand was the reason we could not return the part and purchase a more expensive part in 30 days or less. While asking for patience during the unprecedented demand, Pool Supply 4 Less is not willing to work with customers that are suffering under the same constraints caused by the natural disaster. Most shocking part was the conversation with Blake. Help, please call me.

  Business response

  11/22/2021

  Hi,

   

  We are unable to take items back after 30 days. We have made exceptions in the past if an order is only a couple days past the 30 days. You first reached out to us 60 days after the order had been delivered according to the email copy you sent us. We did not get this email until you forwarded it to us almost 4 months after the original order.  This is well past our return policy that you agreed to on checkout. Our processors and warehouses have a limit of when we can issue refunds. We are sorry but we are unable to issue a refund or take the item back. We work with all our customers but we still have policies in place we have to follow. If you have any further questions or concerns please feel free o reach out to us at 1-800-211-7505 or [email protected]

  Thank you, Sales Team

• Initial Complaint

  04/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing to dispute shipping charges by PoolSupply4Less.com for a pool heater. I ordered a pool heater and was never told when it would ship. The order was placed on 4/20/2021, order number 143168. This company was extremely hard to reach. I have attached an email chain asking for status and was told there was 2 in stock on 4/21/2021 but was never told when it would ship. When I finally reached someone I was told there was only one in stock. Now I was uncertain if a heater would be shipped in time. On 4/22/201 I emailed them again for status and I was never answered. On 4/29/2021 I emailed to cancel and was told the heater shipped on 4/27/2021. I never received a shipping notice either by phone or email. A representative informed me they are very busy and cannot respond to every inquiry. I was informed I still need to pay for shipping charges. I wish to dispute all charges as the company was negligent in providing me with a timely status of my order.

  Business response

  05/05/2021

  We got this order and processed it and shipped out within the time frame we have posted which was 7-10 business days. This shipped and our warehouse sent us the tracking and we uploaded it. We spoke to the customer and he stated he got us confused with another company as he order this heater from 3 different companies. He said he got the heater and was going to keep it as we shipped it for him. He was going to cancel this request for refund. 

  Customer response

  05/05/2021

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15420929, and find that this resolution is satisfactory to me.
  
  Regards,
  
  P**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

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