ComplaintsforPool Supplies Canada Inc

• Initial Complaint

  29/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pool liner from them, the length ordered was 25' long x 15ft wide x 52" high (shipping box said the same. (this is my 3rd liner replacement in 12 years so i have installed this before) there is stretch in the materials. I received 24' long x 15' wide x 48" high, they tell me this is correct. (it does not fit) $1,000 plus so now they ask me to order a 26' long x 15 wide x 52 high and i would get a 20% discount, I ask them to confirm the measurement for my own peace of mind.. they do not give out exact measurements. (I can see why now as nothing is what you order) so here is the hard pill to swallow, i need the liner and they have me. 20% discount is fair if they would give me money back for the original order, i have all the pictures to prove the measurements i ordered, the measurements on the box shipped is not what i received so why am i being held accountable to pay for it. if i got what i ordered and i was wrong with my measurements i would take ownership and just buy a new one.

  

  Business response

  17/05/2022

  Business Response /* (1000, 5, 2022/05/02) */ Hello *****, We understand it must be frustrating to purchase a custom item and have it not fit. As you have mentioned the actual liner measures smaller than 15' x 25' which is intentional. I have ******** a letter from the manufacturer explaining the difference in measurements. As this was not a manufacturing error, we can not replace the liner for free. We do value you as a customer and understand this is a costly error which is why we have provided you with a discount on the correct liner. *********** *********** Consumer Response /* (3000, 8, 2022/05/05) */ What can I say to that as a consumer? My original request and them quoting was for a 26 x 15 x 52-inch liner. See email attached, scroll to the bottom, and read up. The mistake was made on the drawing they attached that I signed... not on the email and quote they provided. You can ay it was my fault, or one can say it was missed by the professional at the other end to catch and bring up prior to ordering. If I was to diagnose their letter, I would say 25 ft less 6 inches is 24' 6 " long and I received 24 ft but where does that leave me ! 20% off one liner when you buy 2 is not very much Thanks Business Response /* (4000, 10, 2022/05/05) */ Hi *****, As we do not have agents or technicians in the field to collect measurements, it is the responsibility of the customer to provide us with accurate information. Within your email communication with our liner specialist, it was also requested one last time that we be notified of any necessary corrections, when the order invoice was sent to you, which I have included here. I understand that this is not the answer you had hoped for. We do apologize we have been unable to provide your desired solution.

• Initial Complaint

  29/11/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a safety pool cover in the summer based on measurements provided by my pool company. It took several months for the product to be made due to supply shortages which was fine. The product was then installed by the pool company several months after receiving it while I was at work. Turns out after most of the cover was installed, i was notified by the installer that it was the incorrect size for my pool. I ordered a 14x28ft cover with a center end step of 4 feet x 8ft for 929$. I recieved a 14x28ft cover with a center end step of 4x6 feet instead. The product was not well identified for an inexperienced customer to realize the product was too small. The label indicated measurements for the correct step. I had contact with psc prior to receiving the cover about the switching it for a larger step and the product was almost returned until we decided to go with the original step size. Psc had recieved photos of the product in its original box for the return and failed to notice it wouldn't have fit the 8ft step. When installed, I reached out immediately about receiving the incorrect and now installed product - I was told many excuses about why they couldn't do anything about it. First it was outside the 30 day return window and it was a final sale, then they changed their tune to suggest I could have exchanged it after it was opened (if the pool company had determined it was the incorrect size before installing it), to then it was not refundable due to it being installed. They did accept responsibility for sending the incorrect product but offered no compensation or alternative for this error. Instead of sending me the correct product in exchange for the wrong one, or offering a discount, they offered me a "custom cover" quote for a price of 1599 plus tax (with a 200$ discount). My pool size is standard dimensions and does not require custom sizing. The correct product is what I ordered for 929$. When questioned about this "custom" quote, they stopped msgs.

  

  Business response

  04/02/2022

  Business Response /* (1000, 6, 2021/12/21) */ Hello *****, I am very sorry for the drawn out and difficult experience your safety cover order has been, and for the delay in our response. We have reached out to you through email in order to request the necessary photos and drawings to determine once and for all the correct size, and if a standard or custom size is required and will be happy to offer a discount on the correct cover. Consumer Response /* (3000, 8, 2021/12/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have heard from the company to state that they agreed my original cover is the correct size but the discussion surrounding a discount for reordering this cover due to the companies shipping error has now falling off the agenda of being addressed for the last 2 days. Until this matter is addressed, I will not settle. Hopefully we can sort this matter out promptly. Business Response /* (4000, 10, 2022/01/05) */ Hello *****, Thank you very much for your patience while we confirmed your discount. I can see that a cover has now been selected, and the order created in your preferred colour with discount applied. My apologies once again for the delay. Please let us know if you have any further questions or concerns. Consumer Response /* (2000, 12, 2022/01/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  20/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 3, 2021 we ordered a safety pool cover (order #XXXXXX) from Pool Supplies Canada (value $1863.36) . We installed the cover in early September. Upon installation it was noticed that they short shipped us 10 springs used to secure the cover. We contacted them via email requesting the springs. They asked us to take a photo to ensure they send the correct product rush. We did immediately. To date we have not received the springs even tho we have followed up with emails requesting tracking info etc to which we have never received any reply. I've tried calling the toll free number, nobody answered. We sent emails to ***************@******************.ca as well as to agents working there.

  

  Business response

  09/02/2022

  Business Response /* (1000, 9, 2021/12/17) */ Hi ****, I do apologize for the difficulty you had receiving responses to your emails, and that you were never provided with your tracking information! Our records show that it was shipped to you with ***** tracking number XXXXXXXXXXXXXXX - and that it was delivered to you on 10/20/21. If you did not receive this shipment please do reach out again and we will be happy to assist you.

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