Complaints

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.

• Initial Complaint

  Date:07/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased a pool via ******* and this was their third party vendor. It arrived quickly. Assembled it and had water delivered. Had a hole in it. Contacted the seller and they wanted me to drain the water that I had just paid for ($500) and cut the logo out and send them a picture and they would send me another one. I was not interested in losing $500 worth of water. So I paid someone to come fix the hole. After that, the seams at the bottom of the pool has came apart and is leaking water and now the hole the pump hooks to has a hole in it and leaking water, I have attempted to contact them again and have yet to receive a response in 11 days.

  Business Response

  Date: 07/23/2025

  Hello, we first received an email from ******* on June 3 2025 at 8:31 pm they told us the buyer had an issue with an item that they purchased on May 18 2025.  We replied on June 4 2025 at 3:35 pm offering the buyer a free replacement or a refund if they returned the item.  The buyer herself emailed us also on June 3 2025 at 3:36 pm telling us the item was damaged and full of water and she wanted a refund.  We replied on June 4 2025 at 3:31 pm telling her again we could send a free replacement or a refund if the item was returned. ******* replied on June 5th at 8:50 am requesting a replacement and told us she had contacted the water people and they were going to come back to her place and retrieve the water from the pool and redeliver it to her when she received the new pool from us.  She also request a partial refund of $100 for her trouble.  We replied on June 5 2025 at 3:57 pm  Once the pool is drained, please cut out the logo on the pool and send us a picture. Once we receive it we will send out another pool.  We will check with our supervisor to see if they will approve a partial refund. ******* again replied on June 5 2025 at 4:45 pm saying will do the water people come on Monday. We replied on June 6 2025 at 6:41 am sounds good thanks.  We did not hear anything back from ******* until July 13 2025 at 1:44 pm asking if she was ever going to get a reply to her message she sent 11 days ago. She never replied to us after June 6 2025 stating she would send the picture after the water was removed on June 9th which was the Monday the water people were coming.  If you look at the calendar the water people were coming on June 9th which was the Monday after the email came on Thursday June 5th. ******* emailed us again on July 13 2025 that was 34 days after she said the water people were coming.  If she sent us an email 11 days before July 13th that would have been July 2nd which was still 23 days after the water people were coming to empty the pool.  I am very confused on this time line when a pool was purchased and assuming going to be used for the PA summer why she would wait 23 days to send us an email with the pool cut to get a free replacement, then wait another 11 days for July 13th to say we have not yet replied.  As this point the summer is almost over.  We were more then willing to send a free replacement back in June when she said she was going to send it.  If you read her complaint she states she didn't want to waste $500 worth of water so she kept the pool, but she told us the water people were coming back to get the water and redeliver it when she got the new pool from us.  None of her emails state there was another problem with another part of the pool.  She never emails us and said she was going to have someone fix the pool and keep it the way it was.  She never emailed us asking for a partial refund since she was having someone fix the pool or for the water that she said was wasted.  We have a 30 day return/replacement policy this item was was ordered on May 18th she contacted for a hole in the seam within the 30 day time period.  We offered to send a replacement or accept it back for a refund.  She never followed through on her free replacement during the return/replacement policy.  She is now emailing was past the 30 day return/replacement policy with another issue that was not there during the original warranty period which means this was not a manufacturer defect and in our personal experience of selling pools for over 20 years is because of buyer mis-use.  A manufacturer defect does not take place 2 months after the item is purchased and being used.  I am sorry at this point the return/replacement policy has passed and we can not offer a refund.  Thank you  

  Customer Answer

  Date: 07/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Informed of a problem with the item after taking it out of the box. I asked for a refund on the item. Seller first wanted me to get scissors and cut the item take a picture then show them. I told them that was unusual and I wasn't going to do it. I asked for a full refund. Seller will not pay the shipping and seems to not care when communicating with them. Researched further to find out they have done several others like this.

  Business Response

  Date: 07/19/2025

  Hello BBB

  I am sorry you are having to handle this type of claim as it was a simple fix.  We have been selling on the internet since 1999.  We have been selling Intex inflatable items for over 20 years.  We warranty inflatable items that we sell for 30 days.  When a buyer has an issue with an inflatable kiddie pool, float, tube, or bounce house we have them cut the item into 2 pieces with a pair of scissors and email us a picture of the item into 2 pieces  then we have them throw the item away and we send a free replacement or we process a full refund.  We do this to prove the item is destroyed and they can not patch it and get a refund to keep using the item free of charge.  There are 2 reasons why an inflatable item is defective within ************************************** a buyers mis-use.   We offer free shipping to the buyer when they order an item from us.  We can not pay return shipping on a defective inflatable item to have ***** deliver it back to us to throw in the dumpster.  The only person making money is *****.  We can not afford to pay the original shipping, the return shipping to throw it away and then give a full refund.  There is not a large profit margin on inflatable items it comes from the quantity we can sell.  Since we have been doing this for over 20 years we have realized there are a few type of buyers.  Honest ones, deceitful once, and rude.  When a buyer refuses to cut an item into 2 pieces there are usually 2 reasons.  The item is not defective and they just want  a refund and keep the item or the item is fine and they changed their mind but they do not want to pay the return shipping so they say it is defective even though it is not.  This issue would have been a simple fix if the item was truly defective and they cut it into 2 pieces and sent a picture we would have gladly sent them a free replacement or a full refund.  I am sorry you have had to deal with this complaint.

• Initial Complaint

  Date:05/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On April 4th we bought a pool from ******* and it was a 3rd party purchase through my quick buy. They said the pool was going to come in two boxes the first box we got was completely damaged but the inside contents were ok which was a pool liner and pool pump after waiting another 3 weeks we received the 2nd box which was also damaged. Inside of the box should have been the pool frame and accessories like the ladder and cleaning equipment. But the only thing in box 2 was the accessories no pool frame. I contacted the seller who said the frame is in the box after I sent her pictures showing her that it is NOT in the box. I asked them to just please send me the frame. They said NO> my option is to return what I have to the sender and they will consider a refund. well I am not sending anything back to have a refund considered I want it Guaranteed as I am going to have to purchase another pool. I have never experienced such an ************* all we are asking for is what we paid for. I would just like them to to send the complete pool that we paid for. All they would have to do is send the frame. I am not understanding why this is difficult to them.

  Customer Answer

  Date: 05/08/2025

  
  Yesterday, we confirmed with ***** that the pool frame box was damaged and still at their facility. When we called My Quick Buy with the news, they laughed and said it had already been settled and they would not be sending us the pool frame. I asked to speak to a manager, but she refused to transfer me and laughed again. She said *****, her manager, was sitting nearby. I asked to speak with him, but she refused and laughed again. While ***** was laughing had in the background.  She said I was too mad. I was/am mad. I want what I ordered, but I did not use bad language. I just do not appreciate being laughed at when we cannot set up our pool for our kids and are currently out $639.38. We are returning everything we have received for a refund, but I am nervous that I will not receive a dime back. I have never experienced such a horrible company. She also said she sent me prepaid return labels, which I have not been able to locate in my email so I have asked her to send them to me again. 
  
  I really hope you can help. I have never done this before.
  
  Ps .  I do have pictures and videos of how damaged the two boxes received were.
  
  This is just unacceptable business behavior 

  Business Response

  Date: 05/17/2025

  Hello BBB thank you for allowing us to tell our side of the story. I am also sorry for the delay we have been away.  This buyer is one of the bad eggs in our opinion.  They are trying to scam the system and when it does not work in their favor they try everything they can to get what they want.  This buyer purchased a pool from us last year.   I assume they used the pool all summer and either took it down for the winter or left it up to handle the winter weather.  My assumption is the poles to their pool from last year either got ***** or lost.  This year they purchased another pool from us in a used condition which means it was either a return or there was box damage which makes it cheaper.  We shipped this pool in 2 boxes because of the size and weight.  They buyer received 1 box and ***** had lost the second box.  As soon as we found out ***** lost the second box we re-shipped that second box which had the poles in it.  ***** delivered the second box and the buyer is saying their are no poles.  There is no way this is possible because ***** weighs the boxes before they are delivered and the box was the correct weight which would include the poles.  We believe this buyer purchased a used pool for the cheaper price to get poles for the pool they purchased last year and then said they didn't get the poles so they would get a second set and then have 2 complete swimming poles.  This buyer called our company over 40 times a day for a week.  We had to let it go to voicemail because when ****** our phone support would answer the phone this lady would just scream at her.  Her husband was in the background yelling profanities.  They threaten the sue ********* All of which was not necessary.  We have tracking proof that ***** delivered both boxes and that both boxes we intact and had everything they ordered.  This buyer told ****** she would get what she wanted no matter what she had to do by calling the BBB, leaving us negative feedback, calling a lawyer, posting on her social media.  We have been selling on the internet since 1999.  We have had our fair share of these types of buyers and we stand tall against them because it is not right that they try to scam the system, try to give our small family run business a bad name and swear and threaten ********* We offered and sent this buyer prepaid return labels to send everything she received back and we told her we would process her a full refund and you can see from this complaint that she was calling us a liar and she didn't believe we would refund her.  What are we supposed to do?  We sent her a second box because ***** lost the first one, we offered her a full refund to send it back and she refused.  She called us over 40 times a day tying up our 1 customer service line that we have.  Please see our record with the BBB we are a good company and we take are of our customers and do everything we can to make a transaction a positive one.  There is nothing we can do to make this buyer happy other then send another box of poles which we are not going to do as we have already send her 2 boxes of poles.  If you need anything else from us please let us know.  Thank you ****** Henahan My Quick Buy

  Business Response

  Date: 05/19/2025

  rom: Henahan Enterprises LLC <**********************************************>
  Date: Sun, May 18, 2025 at 11:16 PM
  Subject: Complaint ID: ********
  To: <*******************************************************************************>
  
  
  Hello BBB
  
  I am not sure why this buyer sent 2 complaints and I can only reply to the first one.  I forgot to attach my documents.  I hope this can be added to our response.  
  
  We reshipped this buyer another second box they said was missing with ***** tracking number 287876752515  This package was delivered on 4-28-25 at 92 Lbs.  I am attaching a picture of the box that had no damage when it was delivered and the information from ***** with tracking number, weight and delivery information.
  
  Thank you
  
  ****** Henahan
  My Quick Buy

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 12 June 2023 I purchased an Intex Mariner 4 inflatable boat through Amazon. It was delivered on 14 June 2023 by My Quick Buy. The first time I was able to use the boat was 22 July 2023. I inflated all 4 chambers and launched the boat in a small inlet to a bay. While in the water I noticed chamber 3 was slowly losing air. After getting it back on land I tried to determine where the leak was. I could not detect the leak (soap bubbles) on the chamber surface. It appears to be in the seam. THIS IS A DEFECT. I realize I missed My Quick Buy's 30 day return date. However, the product is defective. I do not expect to have to pay nearly 400 dollars for a defective product that is unusable. The response from My Quick Buy is I missed the 30 day return deadline and refuse to do anything more. I no longer will settle for a replacement. I want a refund.

  Business Response

  Date: 07/27/2023

  Hello, BBB

  This buyer purchased this item on June 12th 2023 and it was delivered on June 14th 2023.  We as well as Amazon have a 30 day return policy.  Since this item was purchased on June 12th and delivered on June 14th the return window passed on July 14th.  This buyer emailed us on July 25th and that is 11 days beyond the return policy.  We have no way to know that this buyer just used this boat.  We have no way to know this buyer didn't over fill the boat with an air pump, there is no way to know the buyer didn't take it out where there were rocks.  We have sold 38 of this item since June 1st if we sold defective items we would have many complaints.  Amazon has a clearly posted 30 day return policy on the site. This helps keep buyers honest and not allow them to work the system after buying items and using them and abusing them and then returning the item if it is over 30 days.  This buyer called and emailed us today and threated us with this BBB claim, a claim in small claims court and a claim in the NYS Attorney General if we did not give him a full refund.  While on the phone with our customer service agent he threatened the same thing and then hung up on her.  We are standing by our 30 day policy, policies are in effect for a reason.  Again this item was a brand new factory sealed item from the manufacturer.  We import all of our inventory brand new from the manufacturer.  We can send you pictures of our brand new inventory if you need it for this claim. If you need anything else from our company please let us know thanks

  Customer Answer

  Date: 07/29/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I indeed contacted the company and did assert that I would take the matter to small claims court. I also admit and admitted earlier that I used the inflatable boat after the 30 day deadline. However, the boat was launched at a place where there were no evident rocks or any sharp objects. I did not overfill any chamber as I used the plastic 10cm measuring device to insure I would not overinflate any chamber. Only 1 chamber, #3, has the leak, none of the others do. The leak appears to be at a seam, ie a manufacturing DEFECT. Not caused by my negligence. Furthermore, the product adds publicize the durability of the inflatable and its robustness. I do not want a replacement. I want a refund. If Quick Buy refuses to refund the entire amount paid, I will indeed take this to small claims court to have a judge decide the issue.
  
  
  
  Regards,
  
  
  ******* ******

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I purchased an Intex pool through Walmart that was sourced through this company around Thanksgiving. The box arrived to my house, cut open into three pieces with visible damage to some of the internal structures making me question the integrity of the product for which I paid almost $1000. I attempted to contact Walmart for a return for which I was instructed, I would have to contact this company as they were the third-party seller who actually shipped it to me. This company has been horrible, they refuse to admit any wrongdoing in cutting open my product and will not refund my money unless I have to pay for shipping to send it back to them. Mind you this was purchased, with the understanding I would be receiving an intact purchase. They had no permission on my behalf to cut open my item, and again they refused to see any error in their ways. I have made multiple attempts for them to get the product back for me, however, they refuse to do so, unless I Handle the expense of shipping it back to them. If I wanted to return the product for any reason other than something that was their fault I would forsee this is an OK solution however, the reason I am returning the product is a direct result of their actions, and therefore they should be the ones to handle the shipping cost. The manager for whom I do not have a name does not seem to care one bit about the situation her company has put me in and has zero remorse telling me that it is acceptable for them to cut open my product without my permission. I even offered to keep the pricier if they would give me some assurance that they would help resolve any issues if I find damage upon assembly in the spring but it was met with a cold answer of no deviation to the return policy. Since when is it acceptable for a company to take it upon themselves to open and deconstruct something someone else has purchased? This is not ok at all

  Business Response

  Date: 12/09/2022

  Hello, yes it is true have have to repackage some of the larger pools we sell and ship because they are too large to ship FedEx.  They would have to ship on a skid on a freight truck and the buyer would need a loading dock and a way to unload the skid.  We have been selling Intex pool for over 15 years and we have been shipping the large pools in multiple packages for just as long.  We have never had a customer like this one.  I have emails between the buyer and our staff.  We asked the buyer to open the boxes and see if there was actually anything damaged on the pool and they refused.  Just because a box gets a little beat up in shipping does not mean there is anything wrong with the item inside as we package the boxes very well.  we have only had 2 times there was actually something damaged.  This buyer refused to open the boxes to even see if there was anything damaged she just said since it was packaged in 3 boxes she wanted to send it back.  Since there is 99% chance there is nothing wrong with the item we informed this buyer they would be responsible for the return shipping as they were changing their mind on the item because there was nothing wrong with the item.  We offered the buyer a discounted prepaid return label which means we would pass on our discounted rates and minus that discounted shipping from the buyers refund.  We told this buyer if there was anything damaged or missing we would send it to them right away and again they refused.  We explained that we have a 30 day return/replacement policy and if they chose not to open the item now and wait if there was anything damaged or missing they would get it replaced from the manufacturer as it is covered under the warranty.  The buyer demanded written guarantee that the item would have a warranty and we had already done that in the emails stating it was covered under warranty.  We are an authorized Intex dealer so our products are covered under warranty.  We also make a note in the buyers order that states they emailed us with concern about the item so it is noted.  Again there is no evidence that there is anything wrong with this item that is why we did not offer free return and we did offer to send anything they need if anything is actually needed.  Since there was no resolution from the buyer requested I am not sure what else we should do.  If you need anything else form me please let me know. Thank you