Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/11/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
Well we have called Intex for several months and they sent us an email with our claim telling us we would get out part for our hot tub now their saying it's out of stock and has been Delayed and they don't seem to care that we can't use our Hot Tub everyday we are on the phone with them trying to get this Resolved . they tell.us they can only send us the parts but they sent us the wrong part and now their saying it's out of stock . we would like something resolved
Business response
06/14/2024
We sincerely apologize for the ongoing delay and inconvenience you've experienced with your spa. Unfortunately, item *****, the control base for the Greystone Deluxe, is out of stock with no restock date.
We have reached out to the number on file to offer a substitution. For further assistance, please contact us via chat at intexcorp.com or by calling ************.
Thank you for your patience as we work to resolve this issue.Customer response
06/18/2024
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
06/05/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
This company sells incomplete products and fails to offer replacements had to return repack product and return to seller. Why have me waste my time with multiple phone calls about a missing item to tell me you wont send a replacement.Business response
06/06/2024
We sincerely apologize for the inconvenience you have experienced with your recent purchase. Our records indicate that you contacted our service center on June 5, 2024.
Unfortunately, our agents were unable to initiate a claim because a receipt, which is required under the terms of our limited warranty, was not provided at the time of your call.
We understand how frustrating this situation must be, especially with the added inconvenience of having to return the product.Should you have any further questions or concerns, please do not hesitate to reach out to us. You can contact us via chat at intexcorp.com or by calling us at ************.
Thank you for your understanding and patience.
Initial Complaint
05/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a 18x42in Prism frame above ground pool from Academy. The pool was a surprise for my kids for the 1st day of Summer and to have for Memorial Day party. We leveled the ground with clean dirt, placed the tarp plus an additional tarp down and put the pool together. We noticed a leak in the pool after putting together and filling with water. I contacted Academy where we bought it and they suggested to reach out to manufacture as it would be difficult to disassemble and return. I submitted form for customer service at ********************** and never received a response. I am out the over $800 on the pool, my kids were disappointed in not having the surprise pool, and our Memorial Day plans had to be changed. In addition to the pool, all the gallons of water to fill are subsequently wasted adding additional money lost on this pool. I would like someone to help me address this issue.Business response
06/03/2024
We sincerely apologize for the inconvenience you have experienced with your 18x42in Prism frame above ground pool. We understand the frustration and disappointment this situation has caused. We have reviewed our communication records and would like to provide a detailed timeline of our responses to your inquiries:
Your first email contact was received on May 24, 2024, at 9:42 AM (Email Inquiry #******). We responded on the same day at 9:47 AM, requesting additional information to address the issue.
Your second email contact was received on May 28, 2024, at 11:28 AM. We replied on May 28, 2024, at 1:28 PM, again asking for the necessary information to proceed.
On May 28, 2024, you also emailed our corporate office. A consumer service agent reached out to you on the same day at 3:30 PM and 4:42 PM, leaving a detailed voicemail at the number on file.
A third attempt to reach you was made on May 29, 2024, at 8:34 AM.
On May 29, 2024, at 10:30 AM, you contacted our service center, and claim #****** was filed and approved.
Following the approval of your claim, a replacement liner was shipped under warranty order ********* on May 30, 2024, via ****** According to tracking number #************, your order is scheduled to be delivered on June 3, 2024.
We regret the delay and any miscommunication that *** have occurred. We strive to provide the best customer service possible. If you have any further questions or concerns, please do not hesitate to contact us via chat at intexcorp.com or by calling ************.Initial Complaint
04/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a pure spa hot tub. It is still under warranty. I put a warranty claim in for the cover of the hot tub which they sent out by *****. I never received. They said they were opening an investigation and now will not follow through. It has been over 60 days it was supposed to be resolved by March 28, 2024 still no resolution and possible to speak to a manager supervisor only accessible. **************** is a call centre where they are unable to assist you. A manager will call you back within 24 to 48 which often do not call back and when they do tell me, they have no answers for me. I am entitled to a replacement as it under warranty. I would like my hot tub cover as I have the hot tub with no cover so it is useless.Business response
05/09/2024
We regret any inconvenience caused. Your warranty replacement was shipped on May 8th, 2024, under the order number *********, via ***** with tracking number ************. Expected delivery is scheduled for May 14th, 2024. For any queries, please feel free to reach out to us at ************.Initial Complaint
04/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased an INTEX air bed at ******* 12/7/2023, which was defective and would not retain air. Although there were fail efforts to make contact with INTEX at ************ or at ************************************************************************************ wouldnt not accept the return of the defective air bed and refund my $86.51. Therefore I disputed the charge on my *********** account, resulting in case **************, being opened. *********** indicated that they contacted ******* but declined to assist my efforts in contacting INTEX CORPORATION, and charged $86.51 back on my account. This seems to a pass the buck scam.Business response
04/19/2024
We understand your frustration and apologize for any inconvenience you've experienced with your INTEX air bed. As the manufacturer, INTEX does not handle refunds directly; these are typically processed through the seller in accordance with their return policy. However, we're here to assist with warranty claims if the conditions are met.
Per the receipt, item 64753WD is under a limited manufacturer warranty valid for one year from the date of purchase. If you're interested in a replacement, please contact us, and we'll be more than happy to assist you with a warranty claim.Initial Complaint
04/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On Mar 15 I ordered an air hose to pump up an Excursion Pro kayak. I looked up the part number on their website and ordered two. The part number I found was *****. I purchased two. The order confirmation number is #*********. The part was only $3.92 ea for a total of $7.88 plus tax. The part number is incorrect. **************** confirmed the part number is *****. They refused to send me the correct part and called me a liar. She said the web site was correct. It wasn't. She refused to acknowledge their error and correct it. She refused to make things right with me. Instead of, "Thank you for identifying this error. We'll get it corrected. Let me send you the correct part.", I got, "You are using the incorrect season. (Part number is incorrect in all seasons) No our website is correct. You can order the correct part. We'll give you a refund if you ship it back to us (shipping is more expensive than the part)." She just had to be right and me wrong. She devalued me as a person who was just trying to help the company by identifying an error and get the correct part. I would like an apology from the company for devaluing me and I would either like a refund (shipping on them) or a replacement sent with the correct item.Business response
04/09/2024
We sincerely apologize for the inconvenience and frustration you experienced. Your feedback is invaluable, and we regret any devaluation you may have felt. We've initiated claim #****** to promptly address the issue and send you the correct hoses. Please allow 1-2 business days for processing. Once shipped, you'll receive an email confirmation with your tracking number. Thank you for bringing this to our attention. For any further assistance, please don't hesitate to contact us via chat at intexcorp.com or by calling ************.Initial Complaint
04/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
I purchased this product January 11 and it has a leak.The product is defective.Customer response
03/21/2024
64123EDBusiness 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
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
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 ************.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
337 total complaints in the last 3 years.
89 complaints closed in the last 12 months.