ComplaintsforInside Out Home Recreation Outfitters

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a hut tub on 11/03/2023. I was told by *****, the salesperson, that it would be delivered within 3-4 weeks. Total cost was $14,006.42. I put $6,000 down and have the receipts. I also told him that I did NOT want this tub arriving past the 1st week of December due to the extreme change in weather after that. He stated no problem. After hearing nothing for weeks, I called on Nov 27th and talked to **** as he stated ***** was out. He stated it had just been ordered and would arrive in 3-4 days. I waited a week and called again on Dec 4th only to be told it had been ordered and should be 3-4 days for delivery as it was on the truck, again. I explained both times that I had my electrician scheduled on Dec 11th and was concerned, that if I had to reschedule it would be 4-6 weeks out. Both times I was told it would be in in time for that date. I called on Dec 7th and was able to speak to *****. He could not even confirm that the tub had been ordered, on a truck or when it would be delivered. I told ***** that I wanted to cancel the purchase as I had recently read reviews of people having the same problems. ***** stated that would not be a problem and that he would just have to run it past his Manager and that he would call me back after the credit had been made to my charge card. To date, I have not heard anything from anyone regarding my credit of $6,000. During this time I also requested to speak to the manager, ****, and left messages. He refused to talk to me. At this time I have NO product that I left a deposit of $6,000 and no one will talk to me from this business.

  

  Business response

  12/21/2023

  Hello,

  First,  let me say the customer's  money was refunded to them.   The customer chose to call his credit card company and stop the purchase so we really didn't have an opportunity to follow our procedure.  Second so we can set the record straight, this customer ordered a spa in specific colors.  This makes the order a special order.  They chose to not pick a stock color.  This requires a deposit to order, this deposit is typically non-refundable since we are ordering the product specifically for the customer.   Although we could have held the customer accountable for the  deposit, we chose to allow the refund.  In our 30 + years of serving Northwest Ohio we have always gone above and beyond to treat our customers more than fair.  This has helped us earn a great reputation with the communities that we serve.  We have never kept a deposit from a customer when the sale ultimately did not work out. This customer was informed of the timeline associated with ordering the special color they desired.  The spa was a few days late arriving no one will argue that, as we explained the small delay was for sure the thanksgiving holiday as a decent person would understand, 100% the spa  was ordered in a timely fashion.  I'm not sure what they were talking about in their complaint.  We simply stated to them that the spa was to arrive in 3-4 days per our phone discussion in early December.  As i tried to state to the customer  they may have misunderstood our  communication to  them.   That being  said,  Mr. ***** with Mrs. ***** yelling in the background  for some reason probably made the conversation difficult for them to understand.  We attempted to be polite and professional  and on two different phone calls the customer was absolutely ................no one should ever have to listen or be treated as they treated us.  Again, we have worked  tirelessly to always treat our customers with the upmost respect concerning any purchase with Insideout.  This particular customer situation is somewhat baffling, there are always two sides to every story and this one simply doesn't add up, something else had to be going on as they seemed like nice, polite folks at the time of purchase.  See attached agreement which they failed to provide when they attached their invoice to the complaint.(wonder why)?  They fully understood what they were ordered and the timelines associated with the process and signed off on it.  That being said there monies have been refunded and we hope they find happiness in life.   I'm sorry anyone has to take the time to deal with this,  this should have been a simple process between Insideout and the customer.  Let me know if you have any questions-**** at Insideout

  Customer response

  12/22/2023

  
  Complaint: ********
  
  I am rejecting this response because: First, let me state that I HAVE NOT BEEN REFUNDED ANY MONEY AS **** CLAIMS. If he had any documentation proving that, it seems odd that he did NOT include that in his reply. So ****, prove it. Credit card debits and credits are made instantly, and should be shown by now if he is telling the truth. I have attached a screen print of my dispute as of this writing which proves the money has NOT been refunded as **** falsely claims - dated today 12/22/23. I have also provided a screen shot of ****'s text message days ago to me stating that he has refunded my money also. Shocking, how **** can continue to lie when the facts show otherwise. So ****, where's my money? **** also stated he normally charges a 10% restocking fee, in his text when I find that nowhere this is mentioned in any paperwork. Now he claims he can withhold the deposit and included a copy in his reply. If you will notice on this document the section that makes reference to this has been crossed out by the salesman. Yes, we were told this would not apply if we wanted to cancel and is why the salesman "X" this section out. Yet, all of this does not legally ****er at this point as **** has put in writing not once but twice now that he has refunded our money. 

  I could go on and prove each of his claims to be untrue, but at this point I am still waiting for the refund in whole that he claims has been processed. So again ****, please provide with documentation that a refund has been processed. Prove that you are telling at least one truth. Show myself, the BBB and all the people that will read this complaint in the future that you are in fact telling the truth. We will be waiting. And if you do post the refund documentation, everyone should note the date when it was made. A company your size must be in real trouble financially to try to steal a mere $6,000 from a customer without providing any service or product.

  Just a suggestion ****, you should read your Google reviews. ***** stated he could care less about them when I mentioned it to him. He could care less about customer satisfaction and refused to even look at them. I find that appalling as I have been in business for over 50 years and take customer satisfaction seriously. Someone representing your company stating that they could care less about customer satisfaction to a customer should be a serious concern to you, unless this is what you condone. Still waiting for that refund of my $6,000 deposit that you falsely claim(lie) was made. Prove me wrong. I too am sorry that the BBB has to deal with companies like Insideout and the poor customer service that they continue to provide to the community.  This does explain why their showrooms were always void of customers the many times we were there. Insideout can only refer to how your pockets will be turned if you try to do business with them.

  Still waiting for the $6k that **** claims has been refunded - twice,
  
  *********** *****

• Initial Complaint

  07/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This store does not follow the posted hours of operation. I drove there during the posted hours only to find a locked door despite the employees still being present. Very frustrating and unprofessional. Do not post that you are open until 5p if you’re not going to stay open until 5p.

  

  Business response

  07/30/2023

  this is ridiculous that i have to respond to this.  Issue has been addressed, customer was offered a discount and an apology the following day.  

  Customer response

  07/31/2023

   
  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. However the statement that my complaint is “ridiculous” was rather unprofessional and illustrates their poor attitude towards their customers. 
  
  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. ↩