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:01/15/2025

  Type:Customer Service 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.

  ********** - A Complete Nightmare ?????? (1 star)I am beyond frustrated and disappointed with Inter Corp. After spending three hours on the phone and paying for their so-called "reduction and protection plan," I feel utterly cheated. My package was stolen because they completely disregarded my delivery instructions and left it outside my apartments main door on the ground floor, while I live on the third floor. To make matters worse, the customer service representative I spoke to refused to listen to me and dismissed my concerns. I had no idea the shipping details were emailed to me, and now Im not only a victim of theft but also of their incompetence. I paid for a product and a service that was supposed to offer protection, and now Im left empty-handed and re-victimized.I asked to speak to a supervisor over 10 times, only to be denied each time. Instead of receiving help, I felt attacked, blamed, and utterly degraded throughout the entire ordeal. I was in tears during all three calls, feeling like I was talking to a wall. ***** has acknowledged their mistake in leaving the package outside, but here I am, still a victim of a crime with no product and no resolution. If you value your time and money, do yourself a favor and stay far away from Inter Corp. This has been the worst customer service experience Ive ever encountered. Save yourself the headache!

  

  Business Response

  Date: 01/16/2025

  
  We sincerely apologize for the frustration and disappointment youve experienced. We understand how upsetting this situation has been and regret the challenges you faced in resolving it.

  
  Our records indicate that the address on your warranty order was correct. Unfortunately, it seems there was an issue during delivery, and we deeply regret the inconvenience caused by the package being left outside. In this situation, we must initiate a ***** investigation to address the delivery error. Once the investigation is complete, we will determine the next steps, which may include reshipping your order.

  
  If you would like to discuss this matter further, please contact us via chat at intexcorp.com or call us at ************. Thank you for bringing this to our attention, and we truly appreciate your patience as we work to resolve this matter.

  Customer Answer

  Date: 01/25/2025

   
  Complaint: 22811896
  
  I am rejecting this response because:

   

  I have filed police report with ********** police, also I spoke to ***** and it has been weeks now. They are making excuses and I want the product I paid for my warranty on. Or a check for a full refund plus the extra warranty cost immediately. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 01/30/2025

  We understand your frustration regarding this situation and regret any inconvenience you have experienced. Our records indicate that we initiated an investigation with ***** under case ID **********. On January 17, 2025, ***** denied the claim.

  
  As the manufacturer, we do not process refunds. Any refund requests must be handled by the retailer in accordance with their policies. Additionally, for any inquiries regarding your extended warranty, we recommend reaching out to the retailer or service provider directly.

  
  We appreciate your understanding and regret that we are unable to provide a different resolution in this matter.

• Initial Complaint

  Date:12/30/2024

  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 a intex pure spa do to a manufacturer defect the spa started to leak I put in a warranty claim which they honored. They at the time didnt have a replacement for my tube so I waited 4 months before I received my replacement. My replacement tub also started to leak from the same place as the first one when I contacted them they said I was out of warranty about 20 days . They stated there is nothing they can do I asked to escalate my call and was never returned a phone call by intex this is a complaint by hundreds of people on social media. I am willing to petition for a class action suite against intex. The customer service is absolutely awful.

  

  Business Response

  Date: 01/03/2025

  Were truly sorry to hear about your experience and the inconvenience this has caused. We value your feedback and appreciate you bringing this matter to our attention.
  
  The 1-year limited manufacturer warranty for our products is based on the original purchase date. In your case, our records indicate claim #****** for a replacement tub was initiated on April 29, 2024, but the process was delayed due to the item being out of stock. Your warranty order (#*********) was shipped via ***** on July 1, 2024, and delivered on July 6, 2024.
  
  Although your original warranty expired on September 21, 2024, we extended it until November 23, 2024, to account for the delay. Unfortunately, at the time of your contact on December 16, 2024, the extended warranty period had ended.
  
  We regret that were unable to assist further under the warranty, but we encourage you to reach out to our team at ************** if you have additional questions or concerns. We strive to provide the best support possible and hope to resolve any outstanding issues you may have.
  
  Thank you for sharing your experience with us. We appreciate your understanding.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22741480
  
  I am rejecting this response because:
  Your product was on back order due this being a common issue with this product. Its not my fault that the product your company is selling is defective I have reached out to hundreds of people maybe even thousands that have had the same issue on social media. There is absolutely no reason as to why Im being punished by your company for the back order on your end I received the hot tube in July. But Im sorry I didn't set up my hot tube in the summer I waited till the fall to enjoy it during a cooler climate. I am not asking for a refund just asking for your company to do the right thing I paid over $800 for a product I couldnt even use for the full year 
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 01/13/2025

  We sincerely apologize for the inconvenience you've experienced, Erdinc. We understand your frustration with the backorder and the delay in receiving the replacement tub. Please know that we extended your warranty until November 23, 2024, to account for the delay, even though the original warranty expired on September 21, 2024. Unfortunately, we cannot replace any parts under warranty beyond the coverage period. We strive to provide the best support possible, and we appreciate your feedback. Were truly sorry we couldn't assist further within the extended warranty period, but we remain committed to improving our service. Thank you for sharing your concerns with us.

• Initial Complaint

  Date:11/13/2024

  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.

  I ordered a replacement control panel for my spa because the one that was in it had a button that sometimes didnt work. I received the 1st replacement parts and installed them to find that the display on the new control panel was so dim that I could not see it in the daylight and barely saw it at night. I contacted the company and they sent me a replacement part. This 2nd replacement part also had a dim display. I reinstalled the original part and that had a bright display to confirm that these parts were defective. I contacted Intex and they told me that I needed to complete a warranty form because this is the 2nd defective part that I received. Intex is the only source for this replacement part, so I completed the form and they shipped a 3rd replacement part. This replacement part also had a dim display and when I contacted them by phone on 10/1/24, I was told that I needed to return the defective part back at my own expense of $18.40+ tracking option. Once Intex receives the defective part and evaluates it, they MAY ship me a replacement part if they are satisfied that it meets the warranty requirement.I was disgusted with Intex at this point and decided that it wasnt worth dealing with this anymore because I would probably receive another defective control panel after receiving 3 in a row. I said that I want a refund on that call and they told me that I first needed to return the part at my shipping expense for them to evaluate it to make sure that the package was not opened, not installed and that it was resellable. I needed to open the open the package and install the part in order to determine if it was good. The refused to give me a prepaid shipping label or refund my shipping expense and I feel like they would not give me a refund anyway because the box was opened and part removed and installed, so I did not return the part to them. I disputed this with my credit card, but Intex countered that I needed to return the item.

  

  Business Response

  Date: 11/15/2024

  We apologize for the frustration youve experienced. We understand how receiving multiple replacement parts with issues can be both inconvenient and disappointing.
  

  As per our policy, we are unable to process a refund. However, we can move forward with evaluating the pending warranty claim. To do so, it is necessary to return the defective control panel. Once received, we will process the pending claim and take the appropriate next steps.
  

  While we acknowledge the return shipping cost may be an inconvenience, this step ensures we can continue to assist you. For additional support, please contact us via chat at intexcorp.com or call us at ************. Thank you for giving us the opportunity to help resolve this matter.

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22550876
  
  I am rejecting this response because:  I have a policy that I will not pay to return a defective item that I received.  I should not have to spend more of my money to correct an issue that was not my fault.  I have been inconvenienced by unpacking, installing, testing defective products and then spending more time to contact the merchant to discuss the issues, provide pictures, follow up with them.  I have given up trying to exchange this part because I have received 3 defective units in a row and I feel that I will just waste more time with another defective one.  I just want a refund.  I am willing to return the defective part with a pre-paid shipping label but I should not be expected to get a much smaller refund due to paying to ship a part across the country. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 11/25/2024

  
  We apologize for your experience and understand your frustration. As per our policy, the defective item must be returned for evaluation before we can proceed with the warranty claim. While return shipping costs are the customers responsibility, this step ensures we can address the issue appropriately. Please note that we cannot process a refund for this item.

  
  If you choose to return the part, please contact us via chat at intexcorp.com or call us at ************ for assistance. Thank you for giving us the opportunity to resolve this matter.

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22550876
  
  I am rejecting this response because:  I am very willing to return the defective item as long as a pre-paid shipping label is provided. My policy is to not spend more money to return shipping a defective item in order to get a partial refund. I was previously told that I would not receive a refund if the item packaging was opened.   I opened the package to install the control panel before I found that it was defective.   I don't want to spend more money shipping back an item that will not even  be refunded.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 12/16/2024

  We understand your concerns and appreciate your willingness to return the defective item. However, as per our warranty policy, the return of the defective item is required for evaluation before we can proceed with any warranty resolution. While we acknowledge your frustration with the return shipping costs, these costs remain the responsibility of the customer and are necessary for processing warranty claims.
  We assure you that all warranty claims are carefully evaluated upon receipt of the defective item. If you wish to proceed with the warranty process, please contact us via chat at intexcorp.com or by calling ************ for further assistance. Thank you for allowing us the opportunity to address your concerns.

• Initial Complaint

  Date:11/07/2024

  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.

  oct *******,submitted cutouts of defective spa [leaks] intex said never recieved it,said to submit new ciutouts,but had spa removed to trash pickup

  

  Business Response

  Date: 11/12/2024

  Thank you for reaching out to us regarding your PureSpa. We understand your concerns and regret the difficulties youve faced. Our records show that this is the second replacement claim for your spa set purchased.
  

  The first claim, #******, was initiated on September 3, 2024, and shipped under warranty order #********* on September 4, 2024, with ***** tracking number ************. This replacement was successfully delivered on September 5, 2024. A second claim, #******, was initiated on October 23, 2024, to address the additional issues you experienced.
  

  If you mailed in the cutouts, please reach out to your service provider with your tracking number. Under the terms and conditions of the claim, it is noted that items should not be discarded. Without images of the cutouts from the defective spa, we will not be able to process your claim.
  For any further questions, please contact us via chat at intexcorp.com or call us at ************.

• Initial Complaint

  Date:10/30/2024

  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.

  They sell a defective product. ** bought a pump for my spa last June 2023. It has a one year warranty. 1 1 and 3 months later I am getting the infamous E90 error, which I got with the last one I had. And a web search indicates this is a very common problem. I believe that the part is deliberately fragile and meant to fail. Also, I cannot reach anyone at Intex in **********. All the support calls are routed overseas. And they only read from the script they are given.

  

  Business Response

  Date: 11/04/2024

  We apologize for any frustration and inconvenience you've experienced with your spa pump. Based on our records, it appears that a replacement control base (SKU: *****G) was purchased on July 22, 2022, with a one-year limited manufacturer warranty, which expired on July 22, 2023. Unfortunately, as your request for support was made after this warranty period, we were unable to offer a refund or replacement in accordance with our policy.
  

  We understand that reaching support can be frustrating, and we are committed to providing clear, efficient assistance. Your feedback is valuable to us, and we hope for the opportunity to help improve your experience in the future.

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  March 4th $1170.87 WM Innovations/ ********* Recived item March opened month later ****** refused to give me a refund as it was past 30 day ***** March was still too cold to set up the spa, I waited month later till it was bit warmer as it said not to assemble -10 Celsius or worse in weather conditions. The inflatable tub it self would not stay inflated after many attempts soap and water method I put in claim for new tub which I waited 4 months to recive.Once it was set up I noticed that threading on the control device wasn't connecting to the tub as it was leaking water everywhere, I tried finding replacment for 1.25 inch split locknut but wasn't able to find replacment. Intex put in claim for new control base unit, after telling me for 2 weeks that it's being processed to shipment I had yet to recive tracking number call to follow up and they told me that their sold-out how can company that's already process shipping out unit be sold out after waiting another month I recived the new spa control base unit thinking yes finally after 7 long months to only come back to water leaking out the bottom left, Now in process of waiting on 3rd unit on another warranty claim. I've never in all my life ever had so many issues with brand new product. At this point I've lost all faith and need help with this company.

  

  Business Response

  Date: 10/28/2024

  We sincerely apologize for the inconvenience youve experienced with your inflatable spa. We understand how frustrating this situation has been, and we appreciate your patience.
  

  Unfortunately, we cannot comply with your request for a refund. Refunds must be processed through the retailer, which in this case is VM Innovations/*******
  

  Regarding your warranty claim, according to ***** tracking number ************, your replacement unit is scheduled to arrive by October 30. Please note that the limited warranty will be extended for the duration that your spa replacement was delayed.
  

  For further assistance, please contact us via chat at intexcorp.com or call us at ************.
  

  Thank you for your understanding.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22469585
  
  I am rejecting this response because: they have just sent me another broken control unit that's 3rd one now, I have yet to use this purespa waiting 8 months they keep saying will send another item and another item, extended warranty but every item that's sent to me is BROKEN you can extend warranty all you want but at the end of the day I've been scammed and I'm disabled. I want refund even if it's 75 % purchased price, you've tried it you're way you failed once again. send me part that actually works this is 3 control panels in total and non of them work they just **** out water so this shows me that inside parts are very cheap made and don't work.

  
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 11/12/2024

  We truly regret the ongoing difficulties you've encountered with your PureSpa and understand your frustration with the replacement process. We apologize for the issues youve faced and the inconvenience of waiting for functioning parts.
  

  Unfortunately, as the original purchase was made through **************/******, we are unable to process any type of refund, including partial refunds. Warranty support allows us to replace defective parts, but refunds must be handled by the retailer.
  

  We understand how disappointing this experience has been, and were committed to providing a solution that works. Please contact us via chat at intexcorp.com or call ************. We appreciate your patience and are here to support you fully.
  

  
  

  Customer Answer

  Date: 11/12/2024

   
  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

  Date:10/25/2024

  Type:Order 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.

  pool liner discoloration, company avoided my warranties saying i put too much chemical in the Pool when i only put normal pool chemical

  

  Business Response

  Date: 10/28/2024

  Thank you for reaching out to us regarding the discoloration of your pool liner. We have reviewed the images you submitted, and after careful consideration, we found that the discoloration is consistent with damage caused by the improper use of liquid chlorine.

  
  As per the limited manufacturer warranty outlined in the owner's manual, coverage is provided against manufacturer defects. Unfortunately, damage caused by the use of excessive or improperly balanced chemicals falls outside the scope of this warranty.

  
  We understand that this situation may be frustrating, and we recommend reviewing pool chemical guidelines to help prevent any further issues. If we can be of further assistance, please contact us via chat at intexcorp.com or call us at ************. We value your business and are here to help in any way we can.

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22469315
  
  I am rejecting this response because:
  
  the chemical Ive used are store bought general pool chemicals,  intex has poor quality control of their product and will not back their warranty standards, I request for a replacement of the pool liner, this is a 2000 dollar pool. 
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 11/11/2024

  Thank you for taking the time to provide additional feedback. We apologize for the disappointment youve experienced with the discoloration of your pool liner. We understand your concerns regarding the chemicals used, and we assure you that we strive to provide quality and durability in all our products.
  

  As outlined in our initial response, our warranty covers manufacturing defects but does not extend to issues caused by chemical imbalances or excessive use of certain substances. Discoloration often results from exposure to high concentrations of liquid chlorine, which unfortunately falls outside of our warranty standards.
  

  We appreciate your investment in our product, and we truly regret that this situation has been frustrating. We encourage you to refer to the chemical guidelines in the owners manual to help maintain the quality of your liner. If theres anything more we can do to assist, please reach out to us directly. Thank you for giving us the opportunity to address your concerns.

• Initial Complaint

  Date:10/16/2024

  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've purchased this product on ******, can't return it due to return time frame/policy and I try to fill out the form on intex- (think how it spelled), but, having difficulties with it and I sent emails no response Scared and nervous and worried about this ??

  

  Business Response

  Date: 10/25/2024

  Thank you for reaching out to us. We understand your concerns and are here to assist you with product support and any potential warranty claims. Please note that your airbed model is covered by a limited warranty against any manufacturer defects, which is valid for 90 days from the date of purchase (8-18-2024).
  However, we would like to clarify that Intex does not process any refunds. Refunds must be handled directly by the retailer, in this case, ******, and in accordance with their refund policy.
  For product support, you can contact us via chat at intexcorp.com or call us at ************. Please note that any warranty replacement claim must be completed by 11-18-2024.
  Were here to help, so please dont hesitate to reach out with any further questions or concerns.

• Initial Complaint

  Date:09/18/2024

  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 a Queen size bed for $200.00 at ******** in June( the box says 2 yrs warranty with Intex ) ******** will not do anything because the box says once opened please return to company so there is nothing that they can do . Intex says go to ******* have them scan it and they can do a receipt look up (it's pass the days for them find it ) there is a HUGE bubble in the bed and Intex says it's a defaulted bed but they aren't willing to exchange the bed even though I am definitely within the 2 years of the warranty $200 is a lot for a blowup bed because I would never purchase with warranty

  

  Business Response

  Date: 09/20/2024

  Thank you for reaching out and sharing your concerns. We understand your frustration, and we apologize for any inconvenience caused. The limited manufacturer warranty period does vary by model, and as outlined in the terms and conditions of your owners manual, a receipt is required to verify that the item is within the warranty period.
  

  In an effort to assist you, our agents suggested you try obtaining a receipt copy from *******. Unfortunately, if they are unable to provide a copy or reprint, we are unable to process a claim without it.
  

  If you have any further questions or need assistance, please contact us via chat at intexcorp.com or by phone at **************. We appreciate your feedback and are committed to improving our service.

• Initial Complaint

  Date:09/06/2024

  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 Friday, Sept 6th at 9:00 I purchased a pool and filter from Intex. I completed my order and at the end, they recommended I sign up for an account which I did. After I signed up, I got an email giving me a coupon code for 10% off my first order. Nothing on their website indicated you could get 10% off first order by signing up. I contacted customer service and was told that it was too late to cancel my order. The representative stated I could get a partial refund if I refused delivery and shipped it back to them. I could then cancel my order and re-order applying the coupon. However, I would have to pay ****** to ship the item back and I wouldn't get refunded on the original 400 cost to ship. So I would have to pay ****** to get ****** back. I feel they are cheating their customers by not advertising the 10% discount for creating an account on their website and only sending you the coupon after you've placed your first order and signed up. They don't provide any ability or option to credit you back the 10

  

  Business Response

  Date: 09/10/2024

  Thank you for reaching out and sharing your experience. Once an order has been submitted, we are unfortunately unable to edit or make adjustments to it. To apply the 10% coupon you received after placing your order, cancellation of the original order would have been necessary, and you would need to place a new order using the coupon code. However, by the time you contacted us, your order was already awaiting shipment, which made it impossible to cancel.
  

  At this stage, our return policy would apply:
  *Products must be returned within 30 days of receiving the order.
  *Items must be in original and resalable condition.
  *Return shipping is at the customer's expense, and we recommend using a traceable method.
  *Intex is not liable for lost items during return shipping.
  *Refunds will only cover the cost of the product itself, with no reimbursement for shipping and handling fees.
  

  If you have additional questions or concerns, please dont hesitate to contact us via chat at intexcorp.com or call us at ************. We're here to assist!

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22250679
  
  I am rejecting this response because: I don't believe your company has no way to credit a customer.  You are able give me a partial credit for the items and the sales tax if I refuse the order and ship it back.  However, you are saying that you can't issue a partial credit to give me the benefit of the coupon you only sent to me after I made my first order - an offer that wasn't advertised on your website anywhere to give me the chance to create an account before submitting the order so I take advantage of the coupon.  To say I have to pay ****** (est) in shipping to return an item just so you can give me ****** credit (approximately) doesn't make any sense.  You can obviously credit me back money if I return/refuse the shipment.  So its not that you CAN'T give me a credit for the discount, its that you WON'T.  So if your response is that your company is refusing to give me the credit without forcing the additional charges, then to me, that's a poor business decision on your company and I want to make sure that I can educate as many customers as possible. They need know about your poor business practices so they can avoid making the same mistake I evidently did.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 09/16/2024

  Thank you for your follow-up and for sharing your concerns. We understand how frustrating this situation has been, and we sincerely apologize for any confusion regarding the 10% discount offer provided after your order was placed. Your feedback is valuable, and we will ensure its shared with the appropriate teams.
  

  As mentioned previously, once an order has been completed, we are unable to retroactively apply a discount or make changes to the order. While the option to cancel and reorder using the coupon was presented, we understand that the return shipping costs make this solution less practical. Unfortunately, we are unable to issue partial refunds or credits for discounts that were not applied at the time of purchase.
  

  We regret that we cannot comply with your request for a partial credit in this situation. We appreciate your understanding, and thank you again for reaching out.