Poolcenter.com

If I could i'd give them a zero - ordered my part online with 2 day shipping - by the third day I was calling - item not available for 2 day shipping - canceled order - almost a week later it arrives - contacted customer service 3 times to return - by the third call I was instructed the return was my responsibility as there was nothing wrong with the part - well - needless to say shipping on my dime cost more tan the 2 day shipping - please don't use these people - will fight to det my money back!

Placed an order for a critical part needed for swimming pool filter operation in early June. Was charged for product immediately and informed shipping info would be received shortly. Never received any info from supplier. Their responses to my emails and phone calls were inconsistent. They made promises to expedite my order and call back w/status but never called. After almost a month of lies, I needed to cancel my order. Now left with green pool water.

Horrible delivery service and customer service. Find some one else for your pool equipment etc.. Don't count on this company even if you do pay for expedited delivery. They will not give you a track number and orders are not processed until at least 2 days after you have ordered. Horrible. Their excuse...they have so many orders that are not looked at my people-only computer generated and not cross referenced for expedited shipping orders.

The pool center.com runs an extremely poor online business. After waiting 40 days to receive some small parts for my pool heater - I got nothing! I spoke with the customer service center 4 times. Without acknowledging anything, I was told, that their drop ship manager would get back to me in 24-48 hours. And let me repeat - that was 4 times they told me this! Finally on the 5th call- the customer service lady tells me the manufacturers computer was down for the month of May and did not receive any of their(my) orders!
It's quite hard to believe that any business can have their computers down for a whole month. Regardless - all it would have taken was for someone to tell me this in the first place. Instead they first told me it had been back ordered and shipped out a few days prior to my call. Then the next 3 calls- I was told I would be contacted by the drop ship manager! Nothing!!!!
Now I wait to see if they will refund my money???
June 16, 2015
Don't ever use this online business!!

Placed an order for a critical part needed for swimming pool filter operation in early June. Was charged for product immediately and informed shipping info would be received shortly. Never received any info from supplier. Their responses to my emails and phone calls were inconsistent. They made promises to expedite my order and call back w/status but never called. After almost a month of lies, I needed to cancel my order. Now left with green pool water.

Review: I ordered part #[redacted] and they sent me parts [redacted] and [redacted] instead.Desired Settlement: The claimed they would email me a FedEx label so I could send them back the wrong merchandise and that they would re-order the correct merchandise but they did nothing. I want them to send me the FedEx label so I can send them back the wrong merchandise and I want them to credit my credit card for the purchase price of $58.08 because they never sent me the correct merchandise.

Review: We order a product ( pool cleaner) on 6/14/13. We waited a few days and noticed the money was not taken out of our account. We called them back 6/17/13 and found out they did not have the item in stock so we canceled at that time on 6/17/13. A month later without any notice the took the money out of our account for the product. We called them at this time and they said it had been shipped the day before. We told them that we had cancel the order back in June. At this time they said no problem since it was in transient we could refuse it and send it back. We called fed-ex and had it sent back. We call and gave them the information and they said would credit our account for the money they ad taken out. We had paid 202.00 but they credited 163 back. I then emailed ( so I would have a record) them again to ask why the full amount was not credited back. They said since it was shipped they had to charge us a restocking fee. I then told them we had a phone record we had canceled but they said it was their policy. after reading their reviews I have figured this is the way they still are able to collect money. It is funny that all the other conversation they may a noted in the account why and who called but not a noted of the cancellation. I feel that they are using their forgetfulness to scam the public. This might not be a lot of money but its the principal that I feel cheated. I was shorted $39.14Desired Settlement: I feel that maybe by filing a compliant future custumers will be better satisfied.

Review: I ordered EZ Patch Cartridges from Pooltime.com. On the webpage, it clearly states under the product, "Available in 10.3 oz. cartridges (24 per case) or 29 oz. cartridges (12 per case)" When I ordered one unit of the 10.3oz, I believed I was ordering a case as no "individual" option had been given. I actually only needed 6 cartridges so had I known it was individual, it would have been a different order. When the order arrived, I only received one tube of the Ez Patch. I waited a couple of days more, nothing else came. I called Pooltime and spoke to [redacted] and asked her about my order. She confirmed I only ordered one tube. WHen I directed her to the actual product page and read to her Available in 10.3 oz. cartridges (24 per case) or 29 oz. cartridges (12 per case)" she agreed it was a misprint but that my invoice stated only 1 tube. I told her I thought the "one" meant "one case". So I asked if I could return this item since I considered the advertising to be extremely confusing and she said yes but that I would have to pay for return postage. I told her I didn't think this was my fault but she still refused. All I wanted was return postage paid for an item I thought was falsely advertised. It's not like I am asking them to actually honor their false advertisement. I have never seal pool joints at all and bought the products based on their recommendations on their webpage. Very disappointed by their customer service, especially their representative [redacted] who was combative.Desired Settlement: Just the pre-paid postage and a refund once they receive my item.

Business

Response:

08/30/2013

To Whom It May Concern,

Rob Cox is no longer responding to the Revdex.comfs for PoolCenter.com. We were unaware of this issue. We just received the complaint ID [redacted].

The Customer purchased from PoolCenter,com on 07/18/213. The purchase was shipped 07/19/2013 via FedEx Ground. The tracking number is [redacted]. This shows it was delivered, Thursday 7/25/2013 11:41 am and left on the porch. The customer contacted us regarding the order on 03/02. They stated they only received one of the EZ Patch, We informed there was only one ordered.

The Customer explained the advertisement online, and how they thought they were getting a case for twenty four. We apologized for any confusion. The customer then explained that he no longer wanted the product- We let the customer know of our thirty day return policy.

The customer contacted us again on 08/02/13 and explained they didn't feel that they should have to pay to send the product due to the confusion on the website. We offered a pre-paid label.

The customer stated they had not yet received the label on 08/07/13. We then reissued a label. We received the item back on 07/09/13. We processed a refund the same day. There was an error with [redacted] and the funds didn't release.

We were unaware of the issue. We were contacted because the customer filed a chargeback on 08/12/13 and won the case. The customer has now received their funds back.

Thank you for your consideration

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: PoolCenter did NOT issue me a refund. They keep claiming that they did and refused to provide a [redacted] Transaction number for the refund. I personally called [redacted] and spoke to them and they told me Poolcenter NEVER initiated a refund for ANY items. By August 22, I was forced to call my [redacted] card who ruled in my favor since the item was returned on 8/10/2013 and Poolcenter never issued a refund. Very disappointed this company lied to me and would not provide any proof of what they claim.

Regards,