ComplaintsforPool Supply Unlimited
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Complaint Details
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Initial Complaint
06/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On May 25, 2024 we ordered 19 SClip liner hangers for our above ground pool. When checking out, we were only given an option of freight shipping in the amount of $250.00. We ended up purchasing these items as they were needed to complete our pool upgrade. On May 31, 2024 I received this order via ***** Ground shipping. I was one box that weighted 19 lbs. In doing a little more research, ***** Ground charges $46.91 for a package weighing 19 lbs to ship. I am disturbed this company using freight shipping charges and uses ***** Ground shipping which is significantly lower than freight shipping. I am asking to be refunded the amount of $203.09 I was overcharged in shipping of my items.Business response
06/03/2024
Good afternoon, *****,
We have looked into this matter. When you originally reached out to us yesterday, we responded to your email within an hour of receiving it. We sincerely apologize for the inconvenience; it was not intentional.
The dimensions on our website indicated that the item would be shipped freight, but the manufacturer shipped it ground instead. As mentioned in our previous response, we have contacted our refund department to issue you a credit of $200. This process can take ***** hours, especially since this occurred on a Sunday.
Please check the email address you initially provided for our response and remember to check your spam folder as sometimes emails may end up there. If you have any further questions, please contact our customer service team.
Again, we apologize for any inconvenience this has caused.Initial Complaint
04/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
12.30.23 - We ordered 4 pool lights for a total of $2,848.42 12.30.23 - We receive an email from the company the lights are not in stock and they sent a link for other lights 1.1.24 - I respond to their email that those lights won't work and to please cancel the order and provide a refund.1.2.24 - I didn't hear back from the company and I again respond to the same email requesting a cancelation and refund. I never heard back. 2.16.24 - We receive a shipment of lights that we didn't order. I immediately emailed the company that we didn't place the order and requested a cancelation 2 times. After back and forth we finally received a partial credit after they said they would issue the credit. The credit amount was $2,616.57.Business response
04/18/2024
This has been resolved. The customer has been refunded in full.Customer response
04/19/2024
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. I emailed them SEVERAL times and received no response. After 1 week I was emailed and issued credit for the shipping amount.
Regards,
Island VistaInitial Complaint
11/01/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Very nasty people. They will not ship your order unless you call them and answer degrading questions about why you want their products and how you will use their products. I feel that they discriminated against me because my address is in ************. They would not ship my order unless I explained to them why I needed their products. Very humiliating.Initial Complaint
06/20/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 5/15/23 we purchased item #****** and paid $667.69, (order# ********.)The item was delivered, however, the plastic base was severely cracked and the box was torn and upside down with loose contents inside of the box. The shipper, R&L Carriers, noted "Base Damage Box Torn" on the shipping receipt and said he would be filing a claim. I contacted poolsupplyunlimited.com via email on 5/31/23 at 6:08 am pst. ******************************** and received a reply on 5/31/23 at 6:23 am pst stating the following, "Hello *******,We are sorry to hear about the damage. Can you please take pictures and send them in so we can start a claim and make this right for you. Again, we are sorry for the inconvenience.Thank you again for shopping at PoolSupplyUnlimited.com"I replied on 5/31/23 @ 7:45pm and attached pictures and a description of the damage. I never received a reply. I have emailed them 3 additional times and still no reply. I tried calling their ***** number and still have not received a reply. I am appalled at the lack of customer service or decency to even reply to my messages.Initial Complaint
05/15/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
04/16/2023 ordered a pool liner from Pool Supply Unlimited- 18x34 beaded 20ml Received an 18x34 EZ Clip 20ml Liner is not correct and cannot be installed.On Friday 5/5/2023 I was issued an *** from them to ship back. It states that I have to pay a 15% restocking fee and it will cost me $299.00 through ***** to ship back because its considered freight.I have made several phone calls several emails asking to please have a return label since the mistake ultimately was not mine.Everyone says we will return your call and get this figured out. Nothing has been figured out. My last email asking for help said you are already being assisted the *** they emailed had to be signed stating I would pay the restocking fee, you have to sign it and put in box OR it clearly states that package will be returned and no refund will be given. This *** expires 6/4/2023. I have the original order form I have pictures of the packaging slip I have pictures of the shipping label All stating the wrong liner.I was told the manufacturer says it is the right liner if this was in fact correct it would be installed as we speak, and this complaint would not be, being filed.
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Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.