ComplaintsforMy Quick Buy

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12 June 2023 I purchased an Intex Mariner 4 inflatable boat through Amazon. It was delivered on 14 June 2023 by My Quick Buy. The first time I was able to use the boat was 22 July 2023. I inflated all 4 chambers and launched the boat in a small inlet to a bay. While in the water I noticed chamber 3 was slowly losing air. After getting it back on land I tried to determine where the leak was. I could not detect the leak (soap bubbles) on the chamber surface. It appears to be in the seam. THIS IS A DEFECT. I realize I missed My Quick Buy's 30 day return date. However, the product is defective. I do not expect to have to pay nearly 400 dollars for a defective product that is unusable. The response from My Quick Buy is I missed the 30 day return deadline and refuse to do anything more. I no longer will settle for a replacement. I want a refund.

  Business response

  07/27/2023

  Hello, BBB

  This buyer purchased this item on June 12th 2023 and it was delivered on June 14th 2023.  We as well as Amazon have a 30 day return policy.  Since this item was purchased on June 12th and delivered on June 14th the return window passed on July 14th.  This buyer emailed us on July 25th and that is 11 days beyond the return policy.  We have no way to know that this buyer just used this boat.  We have no way to know this buyer didn't over fill the boat with an air pump, there is no way to know the buyer didn't take it out where there were rocks.  We have sold 38 of this item since June 1st if we sold defective items we would have many complaints.  Amazon has a clearly posted 30 day return policy on the site. This helps keep buyers honest and not allow them to work the system after buying items and using them and abusing them and then returning the item if it is over 30 days.  This buyer called and emailed us today and threated us with this BBB claim, a claim in small claims court and a claim in the NYS Attorney General if we did not give him a full refund.  While on the phone with our customer service agent he threatened the same thing and then hung up on her.  We are standing by our 30 day policy, policies are in effect for a reason.  Again this item was a brand new factory sealed item from the manufacturer.  We import all of our inventory brand new from the manufacturer.  We can send you pictures of our brand new inventory if you need it for this claim. If you need anything else from our company please let us know thanks

  Customer response

  07/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I indeed contacted the company and did assert that I would take the matter to small claims court. I also admit and admitted earlier that I used the inflatable boat after the 30 day deadline. However, the boat was launched at a place where there were no evident rocks or any sharp objects. I did not overfill any chamber as I used the plastic 10cm measuring device to insure I would not overinflate any chamber. Only 1 chamber, #3, has the leak, none of the others do. The leak appears to be at a seam, ie a manufacturing DEFECT. Not caused by my negligence. Furthermore, the product adds publicize the durability of the inflatable and its robustness. I do not want a replacement. I want a refund. If Quick Buy refuses to refund the entire amount paid, I will indeed take this to small claims court to have a judge decide the issue.
  
  Regards,
  ******* ******

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Intex pool through Walmart that was sourced through this company around Thanksgiving. The box arrived to my house, cut open into three pieces with visible damage to some of the internal structures making me question the integrity of the product for which I paid almost $1000. I attempted to contact Walmart for a return for which I was instructed, I would have to contact this company as they were the third-party seller who actually shipped it to me. This company has been horrible, they refuse to admit any wrongdoing in cutting open my product and will not refund my money unless I have to pay for shipping to send it back to them. Mind you this was purchased, with the understanding I would be receiving an intact purchase. They had no permission on my behalf to cut open my item, and again they refused to see any error in their ways. I have made multiple attempts for them to get the product back for me, however, they refuse to do so, unless I Handle the expense of shipping it back to them. If I wanted to return the product for any reason other than something that was their fault I would forsee this is an OK solution however, the reason I am returning the product is a direct result of their actions, and therefore they should be the ones to handle the shipping cost. The manager for whom I do not have a name does not seem to care one bit about the situation her company has put me in and has zero remorse telling me that it is acceptable for them to cut open my product without my permission. I even offered to keep the pricier if they would give me some assurance that they would help resolve any issues if I find damage upon assembly in the spring but it was met with a cold answer of no deviation to the return policy. Since when is it acceptable for a company to take it upon themselves to open and deconstruct something someone else has purchased? This is not ok at all

  Business response

  12/09/2022

  Hello, yes it is true have have to repackage some of the larger pools we sell and ship because they are too large to ship FedEx.  They would have to ship on a skid on a freight truck and the buyer would need a loading dock and a way to unload the skid.  We have been selling Intex pool for over 15 years and we have been shipping the large pools in multiple packages for just as long.  We have never had a customer like this one.  I have emails between the buyer and our staff.  We asked the buyer to open the boxes and see if there was actually anything damaged on the pool and they refused.  Just because a box gets a little beat up in shipping does not mean there is anything wrong with the item inside as we package the boxes very well.  we have only had 2 times there was actually something damaged.  This buyer refused to open the boxes to even see if there was anything damaged she just said since it was packaged in 3 boxes she wanted to send it back.  Since there is 99% chance there is nothing wrong with the item we informed this buyer they would be responsible for the return shipping as they were changing their mind on the item because there was nothing wrong with the item.  We offered the buyer a discounted prepaid return label which means we would pass on our discounted rates and minus that discounted shipping from the buyers refund.  We told this buyer if there was anything damaged or missing we would send it to them right away and again they refused.  We explained that we have a 30 day return/replacement policy and if they chose not to open the item now and wait if there was anything damaged or missing they would get it replaced from the manufacturer as it is covered under the warranty.  The buyer demanded written guarantee that the item would have a warranty and we had already done that in the emails stating it was covered under warranty.  We are an authorized Intex dealer so our products are covered under warranty.  We also make a note in the buyers order that states they emailed us with concern about the item so it is noted.  Again there is no evidence that there is anything wrong with this item that is why we did not offer free return and we did offer to send anything they need if anything is actually needed.  Since there was no resolution from the buyer requested I am not sure what else we should do.  If you need anything else form me please let me know. Thank you

• Initial Complaint

  06/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered an Intex pool (14' x 18') off Amazon. Turns out it came from My Quick Buy. The pool didn't work as described. We tried getting a refund from the seller, they said it had to be unopened, we needed to pay a restocking fee, etc. They didn't offer a return label and said we had to pay for shipping ourselves. We didn't discover it was a terrible design and unusable until we followed the directions and tried to use the pool. After this we have sent numerous messages to the seller and they always have a different excuse for not giving us a refund. We spoke to several Amazon customer service representatives and after each one came to an acceptable resolution, we had to wait to hear back from business owner and liar, Jason He*****, who somehow found a way to not assist us. This shady company seems to know all the loopholes and ways to get around the Amazon A to Z Guarantee. Why not just help out people that are disappointed in the cheap merchandise you sell? It might result in you having more than a 1.8 out of 5 rating on the Better Business Bureau of PA site. We've spent hours trying to get this pool to work and now arguing about it with customer service reps, using online chat and other pointless exercises. Jason He***** continues to do nothing and does not issue a refund. Amazon resolved this issue on their own after we spent hours on the phone with them. These despicable people should be banned from Amazon since they offer nothing but obfuscation and lies. Hope that is worth the $600 you stole from us.

  Business response

  06/30/2022

  On June 16th we received an email stating this buyer wanted to return their item this is what the email said "Customer comments: The sides don't rise and this pool is a piece of junk. It won't work on our backyard which isn't perfectly flat."  On June 18th I received an email from the buyer asking for a return label and I replied with our return policy which is clearly stated on Amazon and has been created because of buyers who will purchase our brand new items and return their old used and dirty items.  this buyer is correct when someone wants to return a swimming pool when it is not defective the item needs to be unopened and unused or we charge a restocking fee.  Also the buyer is responsible for the return shipping as the reason for the return is buyers remorse, not a defective item.  If a swimming pool is defective we will do everything we can to help the buyer get a replacement.  In this case the buyer just didn't want the item because of their own words, their back yard was not level.  Our listing that they purchased on Amazon clearly states you put the pool on level ground  "Ready for water in 30 minutes, - simply spread out on level ground, inflate the top ring and fill the pool with water".  It also states "Do not set up the pool on sand, mud, or any soft or loose soil conditions"  We offered this buyer a discounted prepaid return label which would come with our discounted fedex rates and we would minus the discounted shipping from their refund and they refused that and also forgot to mention that in this claim. This buyer opened an A-Z claim against us on Amazon and even Amazon sided with us as they closed the claim and did not give the buyer a refund.  So on June 20th we received an email from Amazon stating this buyer received and item that was defective and Amazon asked us to help this buyer.  Since we are an Authorized dealer of the Intex products, they will cover a warranty on all of our buyers.  We emailed the buyer the full instructions on how to get a free replacement pool for the one they said was defective.   This was the buyers way of trying to get a return for free, but since they said it was defective we gave them the warranty info to get a free replacement and of coarse it is not defective it will not work on their unlevel backyard.  We are more than happy to give this buyer a refund when and if they return the item.  As a courtesy we will waive the restocking fee even though we can not resell this item and we are still willing to offer this buyer a discounted prepaid return label to send the item back and we will minus that discounted shipping from their refund.  I can provide you copies of all of the emails if you need them.  Also any of the claim info that Amazon found on our side.  We pride ourselves on Making every buying experience a positive one, but there are buyers out there who make mistakes like this one where they purchased an item that would not work in their backyard and they blame the seller instead of taking the responsibility of their mistake.  Thank you for the opportunity to reply to this claim and I will wait to hear back from you if you need anything else on this issue.

  Customer response

  06/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  The pool didn't inflate or work as they described, this isn't "buyer's remorse" it is a failure of this product and your company.

  It's incredible how reasonable and helpful this company trys to appear now after the fact.

  They couldn't have been less helpful or more argumentative when we tried to return this useless pool. I tried to set the thing up and it wouldn't work. I wasn't trying to scam you and return a dirty pool that we had swam in or enjoyed, nice insinuation.

  Hopefully this company will be banned from Amazon and not allowed to sell this shoddy material under the Amazon name. Amazon is usually very accommodating and understanding if you need to return something. To have this disreputable company operate as a contractor or vendor for Amazon is disturbing. When the product doesn't work, they pull out all kinds of fine print and do everything possible to fight with the customer. 
  

  I wanted a refund because it didn't inflate. I don't want to argue about this any longer. 

  
  
  Regards,
  
  **** *********

*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. ↩