ComplaintsforPolygroup Services N.A. Inc.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 response

  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

  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 response

  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

  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 response

  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,
  
  *****************************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a pool on July 16th 2023 and the liner tore, the pool fell over and the poles broke. They told me I said it was a storm and I told the man I never said that and he then said the pool broke because of the rain. Which is a normal weather activity. He wouldn't provide a reference number. His name was ******************* and told me I have to wait up to 48 hours to get a call back from a supervisor. How can the rain break the liner if the pool is made to be outside. I provided photos and a receipt and he was very unprofessional.

  Business response

  03/07/2024

  Dear *********************,
  
  Thank you for reaching out regarding the issue with your pool purchased on July 16th, 2023. We have carefully reviewed your case, including the photos and information you provided.
  
  Based on our review and the warranty terms, damage resulting from extreme weather conditions, often referred to as acts of God, is not covered. This policy is designed with the understanding that such conditions can exceed the specifications for standard product durability. We regret any confusion or inconvenience this may have caused. While we understand this might not be the resolution you were hoping for, we hope this clarification helps in understanding the situation.
  
  For any *************** or inquiries about product care and maintenance to mitigate potential damage, please refer to the warranty manual or our website for guidance. We appreciate your understanding.
  
  Best regards,
  Polygroup

  Customer response

  03/07/2024

   
  Complaint: 21382248
  
  I am rejecting this response because: There weren't any extreme weather conditions as I already explained, no rain, no wind, no storm. This was from a tear in the pool that caused the entire pool to break and collapse. What does god have too do with the pool tearing and the pool breaking during normal weather conditions, I had the pool for 7 months and its broken I'm out of a pool and my children are upset the warranty should cover normal durability issues as several other customers have explained in reviews.
  

   

  A total waste of money.
  Purchased this pool and had it installed for about four days when we noticed the water level dropping. Found a hole at the seem. Contacted the company who directed me to drain the pool and use food coloring to find the hole. We did this. Patched it (as directed) and about three weeks later noticed the same issue. Checked the patch (that came with the pool that we installed as directed) and it was peeling off. Purchased a new set of patches, removed the Funsicle patch to install the new patch. The supplied patch pulled the hole larger. Proceeded to patch with our new patch and no more leak. Thinking we were free and clear to enjoy our pool... About two weeks later we noticed the pump regulary shutting off. We checked the pump, the...

  Spend the extra money.
  Decided to get a pool for the kids to save some money from going to water parks and the public pools. My husband made sure to set the foundation as level and solid as he could. Made sure no rocks, sticks, or anything else could puncture the lining. Fast forward a couple of weeks after having it filled, we're slowly losing water somewhere and parts of our foundation are getting wet, indicating multiple holes. Called customer support, and they were basically no help. We were told to squirt yellow food coloring where we thought the hole was and it'd go to the hole. Wrong. My ******* clear pool water turned green. They refused to send a replacement liner even though we have a 1 year warranty. They insist on sending a patch kit. 

  Bought a 14 foot pool, put it up the same day following instructions. I got about a foot of water in it before I realized that it's leaking from the bottom somewhere because the concrete it wet. I call customer service because it's supposed to have a year warranty. **************** makes me go buy food coloring and wants me to find the hole and patch it instead of replacing it even though we've never gotten to even use it. Well I found the hole, now I'm flooding my back yard with bright blue water trying to get to where I can reach the hole to patch it. I'll never buy anything else and I'll never recommend that anyone buys from them. It's been a nightmare.

   

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

  Business response

  03/13/2024

  Dear *********************,
  
  We apologize for the confusion and frustration regarding your pool. Understanding your situation better now, we see that our initial response didn't fully address the concerns about the pool's durability.
  
  We've reviewed your case and agree that the circumstances warrant further action on our part. A supervisor has already reached out to provide a replacement liner, aiming to resolve the issue promptly and satisfactorily.
  
  Thank you for your patience and for giving us the chance to correct this. We're committed to ensuring you enjoy your pool without further inconvenience.
  Should you have any more questions or need assistance, please feel free to contact us.
  
  Sincerely,
  
  Polygroup
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 14ft round oasis pool from my local retailer on June 6,2023. By July I was calling to replace the pump as it just stopped working. I spoke to a rep and they gave me a hard time about my proof of purchase first of all because I bought it online, and only had the receipt from my store front. After arguing with for him about 20 mins about the only proof of purchase was this then I had to take photos, and videos of it not working. Mind you it's still under warranty! So THEN in August 2023 it got a hole where the seam is. I just called on January 8,2024 about it because i KNEW i would be going thru an ordeal over this. I was told again my proof of purchase wasn't good, and now I had to take a video of the water coming out of the pool and i had to use food dye to prove there was a hole! First of all, It's winter and I took the pool down for the winter , and secondly regardless of what happened to it...IT'S STILL UNDER WARRANTY! All I wanted was my new liner, and now they said they can't give me the new liner without the video to prove the hole can't be fixed. I WILL never buy anything from this company again, as all I wanted was my new pool liner. Since I bought it for my children, and they couldn't even use it the whole summer.

  Business response

  01/15/2024

  Dear ***************************,
  
  Thank you for reaching out to us regarding your experience with the 14ft round Oasis pool. We understand how important it is for our products to meet your expectations, especially when they are intended for family enjoyment. We sincerely apologize for any inconvenience and frustration you have experienced throughout this process.
  
  We appreciate your efforts in providing the proof of purchase and understand that it can be challenging, especially with online transactions. Our request for photos and videos is a standard part of our warranty procedure, intended to help us accurately assess and address the issue. We apologize if this process seemed cumbersome or if the communication with our representative was not as supportive as it should have been.
  
  Regarding the issue with the hole in the pool liner, we understand your concern, especially given the seasonal nature of the product. Our warranty does cover manufacturing defects, and we are committed to resolving such issues promptly. The request for a video using food dye is a method we use to accurately identify and confirm the nature of the defect, ensuring that we provide the correct solution.
  
  We recognize that it may not be feasible to provide a video of the pool in its current state due to the season. However, to proceed with your claim and provide you with a new liner, we kindly ask if you could submit any evidence of the damage that you may have. This could include photos or videos taken before the pool was taken down, or any other form of documentation that shows the issue.
  
  We want to assure you that once we receive the required evidence and confirm the manufacturing defect, we will expedite the process of providing you with a new liner.
  
  Please let us know if there is any assistance we can provide in gathering this evidence, or if there are any other questions or concerns we can address.
  
  Thank you for your understanding and cooperation. We apologize again for any inconvenience this has caused and look forward to resolving this matter to your satisfaction.
  
  Best regards,
  Polygroup

  Customer response

  01/16/2024

  Thank you for getting back to me. I don't know how to respond to that email the only picture i have prior to taken down my pool is enclosed. The hole is at the seem where the two parts me. I'll try to circle it in the picture for further 

  Business response

  02/08/2024

  Dear ***************************,

  Thank you for your patience and for providing further details regarding the issues you've encountered with your 14ft round Oasis pool. We understand the frustration and inconvenience this has caused, especially considering the impact on your family's summer enjoyment.

  We appreciate the time and effort you put into providing the pictures and dealing with the warranty process. We realize that the additional request for a video using food dye to demonstrate the hole in the pool liner was challenging, particularly during the winter season when the pool is not in use.

  After reviewing your case and the efforts you have made to comply with our warranty process, we have decided to proceed with sending you a new liner for your pool. We believe this is the best course of action to ensure that your pool is ready for use in the upcoming season.

  To facilitate this, we kindly ask that you contact us at your earliest convenience so we can place the order for your new liner. Our team is ready to assist you and will ensure that the process is as smooth and efficient as possible.

  We value your business and are committed to ensuring your satisfaction. Please reach out to us at [CUSTOMER SERVICE PHONE: ************
  Hours of Operation 7am-7pm MST (Mon - Fri)] so we can take the necessary steps to resolve this matter.

  Thank you for bringing this issue to our attention, and we apologize again for any inconvenience this has caused. We look forward to hearing from you soon and are eager to make this right.

  Best regards,

  Polygroup

  Customer response

  02/09/2024

   
  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

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a 12-foot pre-lit ******** Christmas Tree and have been riddled with issues. Three of the five sections of the tree have missing bulbs. We purchased 300 replacement bulbs and replaced as instructed, but none of the lights worked. We went through ALL troubleshooting procedures on MULTIPLE occasions with customer service and none of the troubleshooting remedied the situation. They told us they would send us a string of lights to remedy the situation. That is extremely unsatisfactory and offensive. I can purchase a string of lights for a few dollars. The purpose of buying a pre-lit tree is to eliminate the need to string lights. Additionally, they do not have any replacement sections to replace the three malfunctioning sections, nor do they claim to have the exact tree in stock anymore. I was told that getting a new replacement tree was not part of the warranty since they do not have the same one to give me. I told them I would take a similar 12-foot tree as a replacement, but I was told by the agent that was not allowed. I want a full refund, or a new 12-foot tree shipped to me. I have sent vidoes, photos, etc. as customer service keeps asking me for different proof. The product is garbage and so is the non-existent warranty. Send me a new tree.

  Business response

  12/27/2023

  Dear *******************************,
  
  Thank you for your correspondence regarding the 12-foot pre-lit ******** Christmas Tree. We have reviewed your case and the issues you've reported.
  
  As a resolution, we have issued a gift card to the value of $320.99, which was sent to your email address ************************ on 12/27/2023. This action has been taken as a special exemption to address your specific situation.
  
  With the provision of this gift card, we consider this case to be closed. Should you have any further inquiries or require assistance in utilizing the gift card, please feel free to contact our customer service team.
  
  We appreciate your bringing this matter to our attention. Thank you for your understanding.
  
  Best regards,
  
  Polygroup

  Customer response

  01/03/2024

   
  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

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Polygroup Christmas Tree in December of 2021 from ********** and I have been having electrical issues with the tree lights not working. I have sent pictures of this issue to Polygroup and they told me to string new lights on my tree by myself. Well I bought a prelit tree for a reason so, I don't understand why they can't have someone come and fix it or send me a new tree. Also, if they don't want to stand behind their 3 year warranty then I would like my money back and I will buy a different prelit tree of better quality.

  Business response

  12/19/2023

  Dear ***************************,
  
  Thank you for contacting us regarding the electrical issues you've experienced with your Polygroup Christmas Tree, purchased from *********** We understand the importance of having a fully functional prelit tree, especially during the holiday season, and we sincerely apologize for any inconvenience this has caused.
  
  We appreciate you taking the time to send us pictures and details of the issue. Our aim is always to provide efficient and effective solutions to our customers within the framework of our warranty policy. In response to your situation, we have adhered to our standard procedure for light issues, which is to replace the affected part. We understand that this solution may not have been what you were expecting, given that you purchased a prelit tree for its convenience.
  
  Please be assured that the replacement lights have been shipped to you as part of our commitment to honoring the 3-year warranty on your tree. While our policy does not include on-site repair services or tree replacements for light issues, we strive to ensure that the replacement parts we provide are of high quality and will resolve the problem effectively.
  
  We understand that stringing new lights on the tree may not be ideal, and we apologize for any frustration this may cause. Our customer service team is available to provide guidance or assistance in installing the new lights if needed.
  
  If you have not received the replacement lights or if there are any other concerns we can address, please do not hesitate to contact us. We are here to assist in any way we can.
  
  Once again, we apologize for the inconvenience and appreciate your understanding. Your feedback is valuable to us and will be used to improve our products and services.
  
  Best regards,
  Polygroup

  Customer response

  12/23/2023

   
  Complaint: 21026723
  
  I am rejecting this response because I'm unable to string the lights on my tree and it seem that the company doesn't care if their product works or not as they are unwilling to help me get the tree replaced or repaired by someone who can string the lights on my prelit tree. Also, the people on the customer service line told me they couldn't help me and refuse to be any assistance to me in helping me get my tree repaired. I also feel they are not honoring their warranty fully. That is why I want a refund so, I can buy a tree from a company that cares about their customers and stands behind their warranties.
  Sincerely,
  
  ***************************

  Business response

  01/09/2024

  Dear ***************************,
  
  Thank you for your response and for reiterating your concerns. We hear your frustration and understand that the solution provided has not met your expectations. We sincerely apologize for any inconvenience this has caused.
  
  We want to assure you that we do care about the functionality of our products and the satisfaction of our customers. Our decision to send replacement lights is in line with our standard warranty policy for addressing light issues. This policy is designed to offer a practical solution while ensuring fairness and consistency for all our customers.
  
  We understand that you are unable to string the lights on the tree and that this has been a significant part of your concern. While our customer service team strives to assist within the limitations of our policy, we regret that we are unable to offer on-site repair services or a full replacement of the tree in this instance.
  As per our current policy, a refund is not available in situations where a solution, such as providing replacement parts, has been implemented. This policy is applied consistently across all cases to maintain fairness and uphold our warranty standards.
  
  We appreciate your feedback and will take it into consideration for future improvements in our products and services. If there is any other way we can assist you within the scope of our policy, or if you have any further questions, please feel free to contact us.
  
  Thank you for your understanding, and we apologize again for any disappointment this situation has caused. We value you as a customer and are committed to providing quality service.
  
  Best regards,
  
  Polygroup

  
  

  Customer response

  01/12/2024

   
  Complaint: 21026723
  
  I am rejecting this response because apparently I was mislead by this warranty for repair or replacement of my tree when I bought it from *********** Apparently this company doesn't really care about their products working or not. I bought this product because of the warranty I was told about by ********** and how realistic the tree was. I will not be purchasing another tree from this company.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Christmas tree from **** club in late November 2022. I have the original receipt for the tree as well as the ******************** from Polygroup. When setting up the tree after Thanksgiving, i discovered it did not light in multiple areas and that the tree had a strange burning/ melted plastic smell coming from the center of the tree. I contacted Polygroup. My tree is registered under the warranty and I filed a warranty claim on 11/27 online. I was asked to troubleshoot the tree which did not work. After discussing that it did not work and the tree had a burning smell towards the center pole I was finally told to just unplug it. The representative told me their "warranty coverage" consisted of them mailing me a pack of lights and for me ( a grandmother with fibromyalgia and arthritis) to cut all of the lights off of the tree and restring it myself. Yes, I was told recreate my own prelit tree. I am not only physically incapable of doing this, but I am shocked that I was told to do something that was done in a manufacturing plant on an assembly line with special training and equipment that I do not have access to. In no way- even if I were not disabled- could I recreate a professional looking prelit tree at home by hand. This is beyond absurd. I did not spend hundreds on a pre lit tree making Kit. I spent that so i never had to even string lights on a tree again- much less make my own 9ft pre lit christmas tree. These trees have a special pattern weaved onto the bracnhes for the lights to optimal effect. I cant imagine the hours involved in a customer doing this at home with no training or equipment. Additionally, I cant imagine an disabled grandmother doing this at all and it VOIDS THE WARRANTY.Polygroup finally escalated this matter to *****. He called and said it would be sent to the gift card team. Finally, **** contacted me but could not find info on my gift card. My emails are not being answered. I feel like this is consumer fraud and a pattern.

  Business response

  12/12/2023

  Dear ***********************,

  Thank you for reaching out to us regarding your experience with the Christmas tree purchased from ***'s Club. We understand how important it is for our products to meet your expectations, especially during the holiday season, and we sincerely apologize for the issues you've encountered with the tree.

  We are sorry to hear about the difficulties you faced with the lighting and the concerning smell from the tree. Your safety and satisfaction are our top priorities, and we take such matters very seriously. We also acknowledge the physical challenges you mentioned, and we understand that our initial solution of restringing the lights yourself was not feasible or appropriate in your situation.

  We appreciate your patience as we worked to resolve this matter. As per our conversation with ***** and subsequent communication with ****, we have issued a gift card to the email address *********************** for the amount of $381.48 on 12/11/2023. This gift card is intended to compensate for the inconvenience and to provide you with the flexibility to select an alternative product that suits your needs.

  We want to assure you that all procedures were followed in accordance with our policy, and we have made every effort to address your concerns within the framework of these guidelines. Our team has attempted to contact you and has left voicemails advising you of the status of your case.

  If you have not received the gift card or if there are any other issues we can assist you with, please do not hesitate to contact us. We are committed to ensuring your satisfaction and are here to help in any way we can.

  Once again, we apologize for any inconvenience and frustration this situation has caused. We value your feedback and will continue to use it to improve our products and services.

  Best regards,

  Polygroup

  Customer response

  12/14/2023

   
  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,
  
  ***********************

*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. ↩