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Complaint Details
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Initial Complaint
05/22/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I order a Hayward ORP probe from this business. Upon arrival, it was defective and did not work. The seller has a 30 day return policy listed on their website that promises that the consumer can return this item within 30 days. There is no exclusion for this item. However, I contacted them to start the return process, and after two weeks of going back and forth with them, they claim it is not returnable.Business response
05/22/2023
Hello ***********,
We appreciate your business and wanted to address your concern.
All defective items that are purchased through EZ Pool & Spa Supply would be subject to manufacturer’s warranties. We do not accept returns on used/damaged items. A proper course of action is to take this up with the manufacturer regarding their product warranty. We are only the retailer in this scenario.
Thank you
The Team at EZ Pool & Spa Supply
Initial Complaint
08/04/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I placed a order for a pool filtration system on July 18th it took about a week and a half for the item to finally arrive the item came in perfect shape that the box was not damaged once I opened a package there was a hairline crack on one of the fittings it was shooting out water once it was connected got in contact with this company asking them to do a return and I have been fighting with them up until this day to get my refund or have them pick up the item and refund me my money they told me that I need to send it back I have to pay for the shipping myself and I think that is outrageous I called UPS and FedEx just to ship this item back it was going to cost me $300 to $350 the item originally costed $600 $98.97 I am not willing to pay that because they send me an item that is defective now they're trying to tell me that they are trying to work something out to have the item returned but they need to have upper management look into this and I am done I have given him plenty of time to get this resolved I will never use this company again in the past when I have ordered pool supply stuff or I have ordered a pump and I had a problem with any of those things from different companies that issue that resolved within a couple of days I was sent her Exchange but not from these folks also would like to make the Better Business Bureau aware that other customers don't want to run into the same problem that I am facing with these folks right now I have send them over 25 messages and call them numerous times and it's just back and forth give us a couple of days give us a couple of days give us an everyday we're trying to figure something out and it's just never ending thank you ******Business response
08/08/2022
Upon completing a purchase on our website, you agreed to the terms found on our website. Our policies state that refunds will be processed once the item is received. We have done everything we possibly could to facilitate a carrier for you. Once the item has been returned, a refund will be issued. That is all we’re waiting for.
Our customer service team has been very kind and accommodating through this. It would be appreciated if you refrained from being so aggressive towards them. We’re awaiting confirmation of the return shipment. When we receive confirmation, your refund will be processed.Business response
08/31/2022
You were issued a refund on 8/12/22. We consider this matter closed.Customer response
08/31/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 17670809, and find that this resolution is satisfactory to me.
Sincerely,
****** ********
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.