ComplaintsforThe Pool Supplies Superstore

• Initial Complaint

  10/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ORDER # ***************  I ordered a pool pump on May 20, 2021. Payment taken on my Amex card for $831.59. Website said "immediately available" on the pump. I received a "Shipment notification" from the company June 10, 2021. Said that ***** was the carrier, but ***** denied knowledge when I contacted them. They showed "awaited from shipper" on their system. I called Pool Supplies Warehouse multiple times on a couple of different phone numbers, and either got no answer or back to the permanent hold. I emailed the company on July 8th, and again on July 15th to cancel the order, explaining I could no longer wait and had to source a pump elsewhere. No response. Emails sent July 31st, August 16th, and August 31st. I again called but could not get off hold. The company is not acknowledging my correspondence at all. When I try to login to my account with the company, I get a message that says "The account sign-in was incorrect or your account is disabled temporarily. Please wait and try again later." All I seek is some communication from the company and refund of $831.59

  Business response

  11/01/2021

  Hello,
  
  Thank you for taking the time to contact us.  unfortunately, Manufacturers are still suffering the effects of the pandemic many were forced to cease their manufacturing amidst the regulations of their individual states.  This has caused many of our back-ordered items anticipated shipment dates back even further, as these manufacturers attempted to catch up after being closed or working with limited staff. I have researched your order and I now see that in addition to being back ordered the pump you ordered also appears to have been lost by *****.  I have issued a credit back to the account that you used to purchase the pump.  Please allow approximately 3 business days for the credit to be visible on your cards statement. 
  
  

  Customer response

  11/02/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 PROVIDED THAT THE CREDIT COMES THROUGH TO MY CREDIT CARD AS PROMISED.  THIS COMPANY HAS A HISTORY OF NOT FOLLOWING THROUGH, SO I LOOK FORWARD TO THIS CREDIT.  
  
  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. ↩