Complaints

This profile includes complaints for Polygroup Services N.A. Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Polygroup Services N.A. Inc.

  654 S Stratford Dr Ste 100 Meridian, ID 83642

• 

  Polygroup Services N.A. Inc.

  303 SW 16th St Bentonville, AR 72712-7173

• 

  Polygroup Services N.A. Inc.

  9033 Billy the Kid St El Paso, TX 79907-4755

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:01/17/2025

  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.

  I purchased the Evergreen Classics 7.5 ft twinkly and had filed a warranty claim. The business has been trying to resolve my issue with my tree under warranty terms but the parts (controller) sent do not fix the issue. They advised they cant sent a full replacement but parts only. After this, they now want more pictures and we have troubleshooted all aspects. I have provided them with the photo defects of tree.

  Business Response

  Date: 01/21/2025

  Dear ******,
  
  Thank you for reaching out again and for your continued patience as we work to address your concerns regarding your tree. We understand how frustrating it must be to experience ongoing issues despite troubleshooting and receiving replacement parts. We truly regret the inconvenience this process has caused you.
  
  After reviewing your case, it appears that the tree shown in the pictures you provided does not match the model associated with the receipt on file. The tree in the photos features removable LED bulbs, whereas the Evergreen Classics 7.5 ft Twinkly tree is manufactured with hardwired lights. In order to assist you further, we kindly ask for clear pictures of the entire tree to confirm the model. Once we can verify the tree, well be able to determine the appropriate next steps to fully resolve the issue.
  
  We value your understanding and cooperation as we work to clarify this matter. Please email the requested pictures to *********************************** or contact us at your earliest convenience at ************. Our **************** team is available Monday through Friday from 7:00 AM to 7:00 PM MST. Were closed on Saturdays and Sundays but will be happy to assist you during regular business hours.
  
  Thank you for giving us the opportunity to address this, and were here to help you get this resolved as quickly as possible.
  
  Warm regards,
  Polygroup

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22823555
  
  I am rejecting this response because:

  I have emailed numerous pictures as requested and provided troubleshooting steps after numerous back and forth emails and phone calls.

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

  Customer Answer

  Date: 01/30/2025

  Resolved; offered gift card for replacement tree.

• Initial Complaint

  Date:01/14/2025

  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 November 28, 2023, I ordered a Funsicle 16ft x 48 in Road Oasis pool (***************************************************************************************************************). I set the pool up in May of 2024. By June, I noticed a small leak near the drain. I contacted customer support without response, the Funsicle website indicates a 1 year warranty on the liner (*****************************************************). By September, the leak escalated to the point which water was draining too quickly to be useable. I made additional attempts to contact customer service to file a warranty claim by October 2024, none of these inquiries received responses.

  Business Response

  Date: 01/21/2025

  Dear *******,
  
  We sincerely apologize for the frustration and inconvenience youve experienced while trying to address the issue with your pool. We understand how disappointing it must have been to deal with a leaking liner and to not receive a timely response from us. Your experience is not reflective of the service we strive to provide, and we truly regret the delay.
  
  We recently left you a voicemail regarding this situation and are happy to share that were offering an electronic gift card for the full purchase amount, including tax, as a resolution. To proceed, we kindly ask that you provide us with a copy of your receipt so we can process this for you.
  
  Please contact us at your earliest convenience at 888-670-4FUN *************). Our **************** team is available Monday through Friday from 8:00 AM to 5:00 PM MST. Were closed on Saturdays and Sundays but will be happy to assist you during regular business hours.
  
  Thank you for your patience and understanding as we work to make this right.
  
  Warm regards,
  Polygroup

• Initial Complaint

  Date:12/29/2024

  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 7.5 ft prelit Christmas tree from ****** which is manufactured and warrantied by Polygroup. One section of the trees lights no longer work and they solved the warranty claim by sending me lights to string on the tree myself which defeats the purpose of buying a prelit tree and I dont have the ability to properly wrap the lights as they would come from the factory. Ive asked them to just replace the middle section of my tree and they refuse to do so to make it right and as it would be if purchased new.

  Business Response

  Date: 01/07/2025

  Dear ******,
  
  Thank you for sharing your experience with us regarding your 7.5 ft. pre-lit Christmas tree. We understand how disappointing it is when a key feature like the lights doesnt work as expected, especially during the holiday season.
  
  While we aim to provide the best solutions possible, we unfortunately dont have individual sections of trees available for replacement. Instead, we offered a set of replacement lights as a way to restore functionality to your tree. We truly regret that this solution may not have met your expectations and appreciate your understanding as we work within the constraints of our warranty process.
  
  We value your feedback and hope that your tree brings joy to your holiday celebrations despite this inconvenience. Thank you for giving us the opportunity to address your concern.
  
  Warm regards,
  Polygroup|

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22742688
  
  I am rejecting this response because providing replacement lights for me to restring on a pre-lit tree is not an acceptable solution. The string of lights provided have 2 sets of wires which appear to need to be twisted together - probably during the machine process of stinging lights - which is not feasible for a regular consumer to properly string/attach the lights in a fairly permanent way, expected with a pre-lit tree.
  

  Also, you indicated in your response you dont replace sections of trees, however, your warranty email includes the following sentence: Please note that orders for whole trees, tree sections, pool liners, filtration systems, and pumps will require a signature upon delivery. So I do believe you can replace a tree section.

  Please provide a more acceptable solution by sending a replacement tree section or a new tree. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/20/2025

  Dear ******,
  
  Thank you for your follow-up message and for sharing your concerns regarding the solution provided for your tree. We truly understand your frustration and empathize with how challenging it can be to string replacement lights on a pre-lit tree.
  
  While our warranty does include replacement of certain tree sections for specific manufacturing defects, in cases such as this, where the issue is related to the lights, replacement sections are not covered under our warranty. For this reason, we provided a set of replacement lights as a resolution to restore the functionality of your tree. We sincerely regret that this solution did not meet your expectations.
  
  We appreciate your feedback and take it seriously as we continue to evaluate our warranty process to best support our customers. Thank you for allowing us the opportunity to address your concerns, and we hope your tree brings joy to your holiday season.
  
  Warm regards,
  Polygroup
  

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22742688
  
  I am rejecting this response because this does not fully rectify the issues. Sounds like I just need to return the tree to ****** for a full refund at this point and no longer work through the manufacturer for a resolution. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:12/06/2024

  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.

  The product was defective and broken, they asked me for photographs and pictures of the sales receipt. After I provided them everything that they asked for, and more. They continue to ask for unreasonable requests in order to help me. Such as a video and more pictures of the sales receipt, which I have already provided them with several times.

  Business Response

  Date: 12/12/2024

  Hello Laz,
  
  We want to personally thank you for your patience and persistence as we worked to resolve the issue with your product. I understand how frustrating it must have been to go through multiple steps and provide documentation, including photos and receipts, only to feel like the process was overly burdensome. Your experience is not reflective of the service we strive to deliver, and I deeply regret any inconvenience caused.
  
  To ensure we made this right, a gift card in the amount of $420.47 was sent to ******************** on December 6, 2024. This is a reflection of our commitment to resolving the matter and acknowledging the time and effort you dedicated.
  
  We genuinely appreciate your understanding and the opportunity to address this situation. If you have any further questions or concerns, please dont hesitate to reach out. Your satisfaction means the world to us, and we look forward to providing you with a much better experience in the future.
  
  Polygroup

  Customer Answer

  Date: 12/12/2024

   
  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,
  
  Laz Toca

• Initial Complaint

  Date:11/23/2024

  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 bought a pre-lit Polygroup Christmas tree and used it for the first time last year. After just a couple of weeks the controls stopped working. I contacted customer support, but they would not honor the warranty because I could not find my receipt. They helped me trouble shoot the tree and found that if I unhooked the control part of the wire, and plug the tree directly into the wall, it worked. But will only work on the last setting I put it on before the lights stopped working properly. I asked if I could purchase a new control wire and was told they didn't sell them. Which is crazy. If you spend $300 on a tree you should be able to buy spare parts. I decided to let it go and see if it was just a fluke. I put my tree up and the lights are still not working correctly. I bought the tree specifically for the different light settings, otherwise I wouldn't have even purchased a new tree.

  Business Response

  Date: 12/09/2024

  Dear D'***,
  
  Thank you for reaching out to us and sharing your concerns about your pre-lit Christmas tree. We sincerely apologize for the inconvenience and frustration youve experienced with the lighting controls. We understand how disappointing it is when a product doesnt perform as expected, especially after such an investment.
  
  While our warranty policy requires a receipt for claims, were pleased to inform you that we now offer additional options for purchasing replacement parts, a new feature starting this season. We would be happy to discuss these options and assist you in finding a solution.
  
  Please contact our **************** team at ************, available Monday through Friday from 8 AM to 6 PM MST, so we can provide the support you need.
  
  Thank you for your patience and for giving us the opportunity to make this right.
  
  Best regards,
  Polygroup

• Initial Complaint

  Date:06/24/2024

  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.

  On 06/21/24 I bought this swimming pool from ******** And that same day it was set up on level ground and was filled with water. Within 2 hours the sides collapsed out and most of the water was drained out. I pay for my water and decided not to try and refill. It takes 272 gallons to fill this pool and now i have to pay for this water use. These pools are not worth buying. I called this company and they want to argue with me about what's going on. And then on 06/24/24 they call my phone and leave a voice mail saying that i didn't put enough air in it. Does this company really think that people are that stupid.

  Business Response

  Date: 06/27/2024

  Dear *****************, 
  
  Thank you for sharing your issue with us. As per our previous discussion, your Family Pool does not have a warranty from the manufacturer. We apologize for any inconvenience and regret that we cannot fulfill your warranty request. Thank you for your understanding. 
  
  Please feel free to reach out to our **************** Team at ************** if you have any additional concerns. 
  
  Have a great day!
  
  Polygroup

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21893762
  
  I am rejecting this response because:
  It's sad a company doesn't stand behind their products, I guess I'm out $26.73 and I'm out of a pool.
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/10/2024

  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 12x24 ****** Waves pool on January 20, 2024. This was purchased while a sale was going on at *******. I put it aside in my fully gutted home so nothing would happen to it. It stayed stored in the boxes until yesterday, June 09, 2024. My family decided to put the pool up. It was finally hot enough in ********* to have consistent weather to swim. After putting the *** up for hours, we decided to fill it. About 2 hours later, we go check on it and there is a puddle on one of the corners with a leak. This is on the seam and I cannot seem to repair it. I filed the warranty with ****** Waves and was contacted within the same day, June 10, 2024. The man who called me told me we was getting the warranty started for a new liner. He then proceeds to tell me that it is right over the 90 day warranty. I literally put it up yesterday. I have every photo proof to prove that this was unboxed and installed yesterday. This is an absolute defect on ****** Waves end. After trying to get this across to the guy and trying to send him my date photos, including the box that is still under my carport, we got nowhere, and here I am, reporting this to BBB. I have dated photos attached to the investigation. I am down almost $600 due to a manufacturing error, but it is being taken out on myself since I did not open my pool and put it up in the winter. Please view all the photos that the phone representative just wanted to argue about. Once again, they are dated. As of today, June 10, 2024, I have the boxes in my trash can. I can show you that the filter was never used, and I purchased a brand new one last week from Amazon to prove that I did not use the pool yet, if that makes a difference. I just want everyone to know that this company is selling defective items. I want my brand new pool fixed, too. But everyone needs to be aware of what I am dealing with: being $600 down for a pool that was opened yesterday. Thank you.

  Business Response

  Date: 06/27/2024

  Dear ***********************, 
  
  Thank you for sharing your concerns with us. Your products warranty time frame is 90 days (for the liner) from the date you purchased your ****** Waves pool.
  Per the sales receipt you provided on 06/10/2024, the warranty time frame ended on 04/19/2024. We regret that we cannot fulfill your warranty request and thank you for your understanding. 
  
  Have a great day,
  
  Polygroup 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21828987
  
  I am rejecting this response because:
  I want everyone to know that they sell these pools on sale during the winter time so they can void the warranty by the warmer months. Their own worker told me this. Pay a little bit more and get a pool from a reputable company. This company is a serious joke. Go read into how many of their brand new pools leak at the seams. I have dated proof to show when I opened my pool in the summer months. A few days outside of their so called 90 days and they refuse to accept it. Its okay though. Ill get my word around. This is the start since yall do not want to help out on a fault product that yall sold. Yall are thieves. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/16/2024

  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.

  Bought summer waves pool in September 2023 couldn't set it up cause it was cold outside just set it up this weekend and the liner doesn't match up with the designated brace poles must have been miss printing called poly group 3 times and they refuse to either send me a new liner or refund my money I believe they should stand behind their products now I have no pool for the summer and pretty much gave away $749!!!

  Business Response

  Date: 05/21/2024

  Dear ***************************,
  
  Thank you for reaching out to us and providing detailed information about your experience with the ****** Waves pool purchased in September 2023. We understand the frustration and disappointment you must feel, and we sincerely apologize for any inconvenience caused by the issues you've encountered with the pool liner.
  
  Upon reviewing your case, we see that the pool was purchased on August 27, 2023, and you first contacted us on May 14, 2024. Our warranty period for the liner is 90 days from the date of purchase, which means the warranty unfortunately expired on November 25, 2023.
  
  Given that your purchase falls outside of our warranty period, we are unable to offer a replacement liner or a refund under the warranty policy. We genuinely regret any inconvenience this situation has caused and understand how disappointing it must be not to have a functional pool for the summer.
  
  While we are unable to provide a replacement or refund, we want to assure you that your feedback is important to us and will be used to improve our products and services. We hope you will consider giving us another opportunity in the future.
  
  If you have any further questions or need additional assistance, please do not hesitate to contact us at ************** during our hours of operation from 7am to 7pm MST, Monday through Friday. Our team is here to assist you with any inquiries you may have.
  
  Once again, we apologize for any inconvenience or frustration this situation has caused, and we appreciate your understanding.
  
  Best regards,
  Polygroup

• Initial Complaint

  Date:05/12/2024

  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.

  We purchased a summer waves 24 foot rectangular dark double rattan manufactured by Polygroup through Walmart.com at the end of last season on 9/12/23 at a cost of $765.54. Our plan was to use it for the 2024 pool season. When the pool arrived via the 3rd party shipper for Walmart.com the boxes were in poor condition like they had been moved and or shipped around several times. We inspected the contents and took photographs. On April 27, 2024 we installed the pool. Upon inspection of the liner, the quality was very poor. The seams were glued together uneven and the liner did not match up with seams in certain places. Where the liner was cut to be glued together the cuts were all jagged and uneven. After filling the pool 1/3 of the way, we noticed that the pool was leaking in numerous spots at the seams of the liner. We contacted the Pool manufacturer ********** on several occasions who indicated the best they could do for us was to send out patches. As there were so many leaks, this was not a viable option. Polygroup manufactured and sold a pool sells that was not fit for its intended purposes and now will not offer any reasonable compensation. We spent a considerable amount of money and are seeking compensation.

  Business Response

  Date: 05/15/2024

  
  Dear ***********************************,
  
  Thank you for reaching out to us and providing detailed information about your experience with the ****** Waves 24-foot rectangular dark double rattan pool purchased through Walmart.com. We understand the frustration and disappointment you must feel, and we sincerely apologize for any inconvenience caused by the quality issues you've encountered.
  
  Upon reviewing your case, we see that the pool was purchased on September 12, 2023, and you discovered the issues on April 27, 2024, when you set up the pool for the first time. Our warranty period for the liner is 90 days from the date of purchase, which means the warranty unfortunately expired on December 11, 2023.
  
  Given that your purchase falls outside of our warranty period, we are unable to offer a replacement or refund under the warranty policy. However, we want to acknowledge the inconvenience this situation has caused you.
  
  As a gesture of goodwill and appreciation for your loyalty as a valued customer, we would like to offer you a 30% discount on a future purchase with us. This discount can be applied towards any product in our inventory, and we hope it will assist you in finding a suitable solution for your pool needs.
  
  We understand that this may not fully address the disappointment you've experienced, but we hope it demonstrates our commitment to your satisfaction and our willingness to assist you in any way we can.
  
  If you would like to take advantage of this offer or if you have any further questions or concerns, please do not hesitate to contact us at ************, available 7am-7pm MST (Mon - Fri).. Our team is here to assist you with any additional inquiries or assistance you may require.
  
  Once again, we sincerely apologize for any inconvenience or frustration this situation has caused, and we appreciate your understanding.
  
  Best regards,
  Polygroup

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21701564
  
  I am rejecting this response because:  the compensation being offered is unsatisfactory.  Once again, ********** sold a product that was unfit for it's intended purpose.  Offering a 30% discount on a future product purchase is not acceptable.  Due to the quality of the ****** Waves pool we received, the unfavorable reviews from other consumers on various ********** products and the comments on the Better Business Bureau's site, I would never purchase another product offered by this company.  I can be reasonable, I'm not seeking reimbursement for the entire purchase price but would like some type of compensation for our losses. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:04/29/2024

  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 ****** Waves Elite 24ft rectangle pool from Wal-Mart on Feb. 1, 2024. Regular retail price on the pool was $1499.89 but it was on rollback for $499.00. Tax and all I paid $537.84. I purchased the pool in Feb because it was such a good price and I wanted it for summer. I was delivered on Feb 15th and was keep under a carport until we were ready to put it up. We assembled the pool on Saturday April 27, 2024 and left it to fill up overnight. However, the next morning we woke up to the pool being on the ground where the liner had split and tore. Two of the corners had flown off and legs and frame was bent and broken. I contacted Polygroup at the phone number listed on the yellow insert that was in the box with the pool. **************. I send photos of the pool and the damage and the woman wanted me to send more photos of the frame. I advised her that it the damage to the frame was visible in the photos that I had already sent and to get any other photos of the frame it would have to be removed from the liner. She advised me that I had to choices, 1. Replacement or 2. A gift card for the amount I spent on the pool. I then advised that I want a replacement that I have a 10 year old who is expecting a pool. She then advised me that they did not have any of this type of pool in stock and that she can send me the gift card. I advised that I do not want a gift card that I want a replacement. I advised her unless they are going to send me a gift card in the amount of the full retail value that I would not be able to get another pool. I then advised that I wanted to speak to a supervisor and was told that it would take 24 to 48 hours for a call back. This is unacceptable. I told her to locate a pool that has the same dimensions as this pool and with the same retail price. She advised she was not able to do that. I am very dissatisfied with the pool and the customer service. The pool was put up per the instructions. It's obvious this is not the first one to rip.

  Customer Answer

  Date: 04/30/2024

  Today is April 30, 2024 and I did get a call from a person from Polygroup who said he was a manager. He advised me that they do not have any pools to replace mine with and that he could send me a gift card. I advised I do not want a ******* gift card. He then advised that he can send me a **** card. I reluctantly accepted the gift card and was then advised that it will be in my email within 2 days. I then advised him that I wanted a physical gift card mailed to me and was told they couldn't do that. So now I'm left with NO pool, and a gift card that I'm going to have to use on line. This is the worst customer service and product I have ever had to deal with. 

  Business Response

  Date: 04/30/2024

  Dear *****************************,
  
  Thank you for reaching out to us and providing detailed information about your recent experience with the ****** Waves Elite 24ft rectangle pool purchased from Wal-Mart. We sincerely apologize for the inconvenience and frustration you have experienced.
  
  We understand the excitement and anticipation that comes with purchasing a pool, especially at such a great price. It's disheartening to hear that your pool experienced a catastrophic failure shortly after assembly, and we genuinely regret any disappointment this has caused.
  
  Upon reviewing your case, we acknowledge the significant damage to the pool and understand your desire for a resolution. As the ****** Waves Elite 24ft rectangle pool is currently out of stock, we are unable to offer a direct replacement at this time.
  
  However, we are committed to ensuring your satisfaction and would like to offer you a refund for the amount you originally paid for the pool. We hope this refund will assist you in finding an alternative solution for your pool needs. We genuinely appreciate your understanding and patience as we work to address your concerns.
  
  If you have any further questions or require assistance, please do not hesitate to contact us at ************** during our hours of operation from 7am to 7pm MST, Monday through Friday. Our team is here to assist you with any additional inquiries or concerns you may have.
  
  Once again, we apologize for any inconvenience this situation has caused, and we sincerely appreciate your understanding.
  
  Best regards,
  Polygroup

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21640190
  
  I am rejecting this response because: I really do not want a gift card. If gift card is sent I would like a physical card and not an email gift card. I really want another pool.

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

  Business Response

  Date: 05/03/2024

  Dear *****************************,
  
  Thank you for your response and for sharing your preferences regarding the resolution of this issue. We understand your frustration and sincerely apologize for any inconvenience caused by our initial proposed solution.

  We regret to inform you that, at this time, we are only able to offer an electronic gift card as compensation for the issues you've experienced with the ****** Waves Elite 24ft rectangle pool. We understand your desire for another pool and acknowledge your preference for a physical refund rather than a gift card.

  We want to assure you that your feedback is incredibly valuable to us, and we are actively exploring all possible options to find a satisfactory resolution for you. However, at this time, the electronic gift card is the only option available.

  If you would like to proceed with the electronic gift card, please feel free to contact us at ************** during our hours of operation from 7am to 7pm MST, Monday through Friday. Our team will be happy to assist you further.

  Once again, we apologize for any inconvenience or frustration this situation may have caused, and we appreciate your patience and understanding as we work to resolve this matter promptly.

  Best regards,
  Polygroup

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21640190
  
  I am rejecting this response because: I received a call from the supervisor I spoke with and he advised that he spoke with his manager who approved for a check to be mailed out to me for the full amount of what I paid for the pool. Once I receive the check I will then close out this complaint.
  
  Sincerely,
  
  *****************************