ComplaintsforWatson's

• Initial Complaint

  09/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In November 2020, we ordered a "******* ****" sauna from Watson's who is an authorized reseller. After one delivery attempt in June (the unit came with defective glass and we did not accept delivery), the sauna was installed beginning of September. All attempts getting the standard WiFi functionality, which allows controlling the sauna remotely, failed and after trying for almost 2 weeks, replacing WiFi router etc., I finally called the manufacturer. Based on the serial number, this unit was not equipped with WiFi. ALL descriptions on the manufacturer's website point out the standard "control from anywhere" functionality, which was key for us buying this sauna type. Watson's simply told us "that is not how we order it" and the manufacturer does not even offer a non-WiFi version of the sauna. I want the sauna delivered/fixed to match the advertised functionality, or have it picked up for a 100% refund. Invoice: *******

  

  Business response

  09/24/2021

  Hello,

   

  I am the Service Manger for Watson's of Cincinnati, I left a voicemail today in an attempt to reach out to the customer to resolve the issue. Please contact me at ###-###-#### Ext **** and ask for Rico B*****. 

   

  Thanks,

   

  Rico B*****

  Service Manager

• Initial Complaint

  08/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a swimming pool from Watson's. Pool was installed on Tuesday August 24th 2021. The top part of the pool is uneven and looks like a roller coaster. I have called, and complained, to the General Manager, who was supposed to send someone out to look at it. No one has came to my house, we have called repeatedly and talk to the guy that gets the contractors that install pool, and he repeatedly says the same thing, that its suppose to look like that instead of sending someone to our house to look at it. I have asked several people at Watson does this look right to them, and I get the same response. They have never seen anything like it! The brown pool in picture is like ours, but its in their showroom, difference ours is bigger but the top rails should still lay the same, but there not!

  

  Business response

  08/30/2021

  Good morning,

  We have spoken to the customer and have agreed to send a professional pool installer out to the home on Wednesday, 9/1/21, to inspect the pool for any defects or workmanship issues. He will report back to us with his findings.

   

  Thank you,

  Watsons Service Team

  Customer response

  08/30/2021

  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. 
  
  Regards,
  
  ****** *************
  

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  in july 2020 we bought a hot tub from watsons. Never got delivery until December. The cover was 4 inches too big. We contacted watsons and they ordered another one, which was also too big. I finally contacted the assistant manager in march and she said that she had a custom one ordered by a guy named k******. In june the service dept called and said they have a cover but not a custom cover so i contacted greg the store manager and he looked and said the one that was being delivered the next day was NOT the correct cover and was supposed to cancel that one and order a better custom cover. The cover was delivered anyway and left on my driveway in the pouring rain, no box and a strip of plastic on it, and not hardware to attach it. Made contact with greg several times and on Aug. 10th he claimed that the cover was to be in on tuesday if not sooner, texted him on aug 21 with no reply. hot tub covers are supposed to fit snug, this is a 4 inch over hang. its been over a year now.

  

  Business response

  09/07/2021

  Hello,

  A custom spa cover was delivered to the customer last week. We have called and verified that the cover fits and is up to the customers standards.

   

  Thank you,

  Watsons Service Team

• Initial Complaint

  08/25/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a brand new pool from them on Presidents’ Day of this year. We received the pool a few months later. We never received the solar cover that was included in our package we paid for. I have called numerous times and been told it was on back order every single time. Now when I call I can not even get ahold of a real person and I have to leave a message. It seems that no one can answer my call or answer my question about when this solar cover is going to be in or be delivered. I have never experienced such poor customer service in my life. I have went the entire summer now with no solar cover and no one can give me a resolution. All I want is what I paid for.

  

  Business response

  08/26/2021

  Thank you for contacting us concerning your backordered solar blanket. Our Service Manager has reached out to the warehouse to check the status of the item to see if it is currently in-stock. If the item is in-stock in our Sharonville warehouse, we will UPS the item out to you immediately. Should the item show that it is still backordered from the manufacturer we will update you on the status of the order. Please note that we are experiencing much longer delays receiving goods for reasons out of our control due to many factories slow recovery from Covid-19. We are well aware of your backordered cover and will contact you when the item becomes available to ship.

   

  Thanks,

   

  Service Manager

• Initial Complaint

  08/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I financed an above ground pool package from Watson's on 10JUN2020 for $5481.76. Not long after the purchase, MOST of the product was appropriately delivered. However, I did not receive some pool lights as well as the pool liner. The latter of which is a very crucial part of constructing the product. I was told by a Watson's sales representative that the materials required were being used for PPE due to the corona virus pandemic and therefore the pool liners were on back order. It has now been well over a year since the original purchase and my plans have changed. I no longer want to receive the liner. Instead, I would like them to take their product back (still in boxes) and refund any money paid.

  

  Business response

  08/30/2021

  Good morning,

  We have spoken with the customer, and authorized a return for refund for the guests pool. We have confirmed the pool is still in all of its original packaging. The customer will receive a refund within 7-10 business days after return of the items has been completed. This is scheduled to be picked up for return on 9/6/21.

   

  Thank you,

  Watsons Service Team

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