Doheny's Water Warehouse

I purchased a product from this store online and it came as promised overnight. However the pump was defective and it has been a nightmare getting it resolved with the company. I literally had to wait a full week to get the return shipping label sent to me via email. A week! Then I waited another week got the company to receive it. Now I'm waiting yet again for a refund I'll probably never receive. Not to mention not on one phone call has an agent apologized for the delays or inconvenience. They are an illegitimate company and I highly recommend you take your business elsewhere as they are the meaning behind the saying you get what you pay for. Spend a little more on the product elsewhere or you'll highly regret it.

I returned a solar cover that I purchased from Doheny's after 2 years because it was defective in September of 2014. It was covered under warranty. A customer service specialist called me and sent me and email saying that I could get another cover at a prorated price. That was fine with me. She then sent me an email with the wrong return agreement attached (it was for a different customer) and followed it up with a phone call saying disregard the letter, you replace your cover at the prorated price. I decided to wait until may of 2015 to purchase the new solar cover so that I didn't have to store it over the winter. I emailed this particular customer service rep and tell her we were ready to complete the sale. She never responded. I waited ten days and called customer service. They told me I had to follow up with her and they would email her and tell her to contact me. She never did. I called customer service on May 26, 2015 and asked to complete the sale. After a long period on the phone the customer service rep ( a different one) told me to mail a check for $77.50 and they would ship the solar cover. I specifically asked if I needed to include a letter and was told " no as long as the order number was on the check they will ship the cover." This morning I received an email from customer service saying that I did not include my warranty approval letter so they could not ship the cover. Now I have to print it, snail mail it and wait another ten days for my cover along with paying $20.00 shipping all because the original cover they sent me was defective!!! Doheny's customer service is inept and terrible. They ignore your emails, they don't call you back, they send incorrect letters to the wrong customer and they do not get their facts right. I will never do business with them. Why should I wait when I can drive three miles to Leslie's pools and bring it home tonight. Good riddance

Will be the last thing bought from them. Ordered a complete pool pump and filter system and had 2 complaints. First the screws were missing o-rings were taped to the hoses and bags cut with a knife. Then after buying the screws to complete the install the filter housing has a crack in it so it leaks. All I requested was to replace the pump since it was installed with water and 200 lbs of sand in the filter tank. They insisted I sent the complete system back for replacement and throw away the $100.00 worth of sand. Call the company who makes the pump and they said I was sold a returned item without being checked for damage. They replaced the pump only for me and I had to pay the shipping witch they said Doheny's should reimburse me since it cost them more to ship all back and I keep the sand. They insisted no refund on that either. Live and learn some stuff never buy on the Internet.

I ordered some equipment about a month ago. It never arrived to my residence and I have written several emails and have received replies but with mixed answers. Some said I was getting a refund, another said I had to wait, and yet another accused me of being stupid and not looking around my home. Terrible service and zero help so far. Thanks for delaying the opening of my pool.

Review: I went on to their website on 6/3 and tried to order a pool liner and chlorine. I tried to get the order to go through 2 times and each time it said there was an error with the order. I closed out of the website and decided to go back later to try to order the items.

I never received an order confirmation and believed that the order had not been placed, so went and charged other items on that credit card. I was shocked the next day to see that I was charged $346.65 for items I did not purchase! I contacted their customer service department and they could find no record of my order, even after talking to a supervisor. I was told on Thursday that this would be reviewed as soon as accounting got in at 9:00am and I've heard nothing since.

Now, I can't pay bills I need to pay because the extra money was taken out of my bank account and no one has gotten back to me to resolve this in over 48 hours! This is horrible customer service! If they had handled this properly and promptly, I would have been a loyal customer, but I will be taking my business elsewhere to a company that doesn't take money without authorization.

I need this money back in my account ASAP so that I don't start having overdraft issues on my account.Desired Settlement: I would like the $346.65 refunded to my account immediately. We have an upcoming vacation and now this is hindering our ability to be able to pay any expenses prior to and during the vacation.

Business

Response:

Due to a system error this customer was authorized for the amount in question but not billed. We did void the authorization for her and left her a message that this had been completed. We sincerely apologize for any inconvenience.

Review: I purchased a Robotic Cleaner that was advertised on the company's website as a best pick highlighted on the website.

I used the product and it did not vacuum up the pool dirt at all. I even tried all the troubleshooting and corrective adjustments to no avail. I decided to return the product within their 30 day refund policy and received a refund for the product. I was told however by one of the sales agents that my shipping charges and insurance would be reimbursed. All I am is asking for a refund of the 43.00 that I spent on shipping this product that they are now denying. It is not anything I feel I should be responsible for as it was a machine that did not work as advertised. Invoice no. [redacted].Desired Settlement: simple 43.00 reimbursement for my shipping and insurance charges.

Business

Response:

After speaking with this customer it appears that the unit that he received may have had a manufacturers defect in which case we do pay for shipping of the item back to our warehouse for credit or exchange. As he no longer has a copy of the shipping receipt, the customer has agreed to a merchandise credit in the amount $43.00 which can be used on a future purchase.

Review: I ordered a 21 foot round 16ml solar cover from them through ebay for a total of $73.91 (price + tax) on 5/28. I was told on 5/30 that it should have already shipped out. I made several attempts to contact their customer service and could not get a straight answer. On 6/6 I again inquired where my cover was as being located in the same city and they advertise that this is a guaranteed in stock item and shipping to be 1 to 2 days I should have received it. I was issued a refund. I did not want a refund I wanted my solar cover. How can they sell stuff they don't have? I have since had to order one on line as all pricing with them being offered now is above the price that I had paid and wasn't going to reorder at high price just because they had refunded the money. They should have honored their end of the sale and provided the item at the price that it was sold. I have since ordered from a different company at a price of 94.99 for the same item.Desired Settlement: I believe since they backed out of the sale that they should provide me with the difference otherwise they should have provided the product at the price they stated. The difference being $21.08

Business

Response:

We spoke to this customer today. His cover was initially on backorder and was expected to ship when the product arrived. When this cover was not included with the shipment he was credited in full. We did credit him the additional $21.08 that he paid to purchase from another retailer for the inconvenience he experienced with his order.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: On 5/29 I ordered a pool heater that was due to be shipped in 2 business days, which would be Monday. On 5/30 I called for a fed ex tracking number and was given one. I scheduled installation with a company for Tuesday. On Monday I tried to track the heater with Fed Ex and the number would not come up. I called Doheny's and they looked it up and said it is in transit.. Try checking again later with Fed Ex. I tried that evening and still could not track the shipment. I called Doheny's back and talked to an individual that said... It is not coming Fed Ex, it's on a different truck and should be there Tuesday or Wednesday. That did not seem correct so I hung up and called back and talked to someone else. They said they must have a training issue... it is with Fed Ex and they would try to track it for me. It looks like it shipped on Thursday (5/29)when you ordered it. I asked her to confirm this with a supervisor.. The supervisor was going to call Fed Ex on Tuesday morning and call me back. NO CALL ON TUESDAY. So, I called them on Tuesday- mid morning. Talked to some one else..... She assured me it shipped on Thursday. Her supervisor would check on it and call me back. NO CALL BACK.. I called at 3:15 on Tuesday afternoon to check to see where the heater was. I talked to [redacted] and he looked it up and said SORRY, It has not been shipped yet. Now I have rescheduled installation 3 times. I asked to talk to [redacted]'s supervisor and she was "on a conference call" and could not talk to me. It's 3:40 and he is going to check with the warehouse to see if they can ship it today. But there is a 2 day delivery... if it doesn't go out today (Tuesday) I will not receive it until Friday. Once again I will need to reschedule installation. This is unacceptable customer service. The individuals that I talked to on Monday morning should have seen that it did not ship and fixed the problem. The supervisor I talked to on Tuesday morning should have followed through with her job and determined that it had not shipped and seen to it that it went out Tuesday morning. The only person who actually looked into it was [redacted] on Tuesday at 3:15. The company is 5 hours from where we live and I offered to drive and pick it up. But they do not allow that. I will also have to push back leaving for our vacation due to the delay of this delivery. This is totally unacceptable service. I explained to [redacted] that if the heater could not be delivered on Thursday that I would refuse shipment and cancel the order. He said I could not do that either. Every one of the representatives lied about the shipment of this order (except [redacted]). This is not good business practiceDesired Settlement: I would like the heater delivered on Thursday at the latest. They can ship it overnight if they need to, in order to compensate for this problem.

Business

Response:

This customer's original heater was shipped from our warehouse on 5/29/14, the same date as the purchase but was never scanned by FedEx and is assumed lost. A new heater was shipped to the customer on 6/3/14 which arrived to the customer on 6/4/14.

We apologize for any inconvenience this may have caused.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

They claim "Free and fast shipping." 2 days later they are still "processing" but what is worse that they add "handling" charges that are hidden in the brochure and on the website. There one needs to look hard for them. They are NOT on the home page.
The handling charges are high, in my case more than 10%. The fact that they are not up front with these charges is bordering on deceit.

I purchased a solar Blanket reel system last month and have written twice a negative review on the product. Neither of the reviews have been placed on the product site at Doheny. I have also written to them twice and received no response. I have had to spend over $20 of parts to replace the ones supplied. The instruction advised using a 1/2 inch drill bit so the fasteners could be instered into the metal tubing. The fasteners provided were metric and too small for the 1/2" drill hole. Some of the fasteners fell out after the first use and all fell out within 1 week of use. The tube has a bow in it and is and inadequate thickness for any solar blanket.

There is NO customer service after the sale. I will never purchase from Doheny again.

Review: First of all, if I had the ability, I'd have selected "all of the above" in the complaint type. This company has dropped the ball from the moment I ordered my pool cover. Back in 4/12, I ordered a replacement cover for my 28' above ground pool. They shipped me a cover for a 24' pool. When I'd enquired about the mistake, they insisted that I cut a 10"x12" piece out of the brand new, incorrect sized cover, and send it back to them, which I believe anyone would find ridiculous. But I did, along with strict shipping instructions which described that I have an invisible fence with young dogs that would destroy any package if left on the ground ( I included a safe location to leave packages). Which they completely disregarded, resulting in the second cover getting destroyed by the dogs before I'd returned home from work that day. Upon finding the destroyed package, I called Doheny's AGAIN, and finally contacted an employee with a flare for customer satisfaction who listened and delivered what she'd promised. Now, let's fast forward two years... this 15 Year cover fails. I call with my concern. They insist I cut the 12'x10' section and send it to them. Two weeks later, I receive a voice mail that states " your warranty has been approved and you'll be receiving a warranty accepted letter that needs to be signed and returned" message.... So I patiently wait a month before enquiring about this message. I'm greeted by a lady who informs me that their system has no record of my complaint or warranty approval. She went on to inform me that I'd get a return correspondence within 24 hours. I waited 10 days without a return call. When I felt it necessary to contact them again, I was told, AGAIN, that I'd receive a call...Which I didn't. At this time, it was obvious to me that Doheny's was playing games with me in hopes that I'd "give up", but I continued to call and insist that they stand behind their products. When I insisted to speak with a "manager", I was greeted with much of the same disrespectDesired Settlement: After the time, effort and money involved in order to get doheny's to warranty their product. I feel that I deserve compensation for my time required to force them into standing behind their products. In the past I've purchased chemicals and other trinkets with no warrant which left me with complete dissatisfaction. With this transaction having a written warranty,considering the time lost and grief encountered, I'd appreciate not only a warranty cover, but a full refund of the purchase price.

Business

Response:

The replacement cover the customer is referring to from 2012 was not a new purchase, it was replaced under warranty from his original purchase in 2009. A sample of the cover was requested for return to the manufacturer as the customer indicated it had been placed over his pool and found to be the incorrect size. Once a winter cover is placed on the water it cannot be folded and returned in the original packaging as it becomes mildewed and not able to be resold to another customer. The cover was replaced after the shipping error to the incorrect address. We are in no way "playing games" with the customer regarding replacement. His warranty was in fact approved and an email sent which he states he never received. As the original cover purchase was made in 2009, the warranty proration goes back to the original date of purchase which is standard practice throughout industry. Rather than charge the customer the pro-rated amount due of $114.50 he was instead assessed only the shipping fee of $20.00 per the terms of the warranty agreement in light of the inconvenience he experienced.

We did receive his check, which was mailed back to him and a new cover sent today at no cost to him. We left messages for this customer on 7/24/14 as well as today, 7/30/14 in an attempt to discuss and resolve his issue with no response. We have shipped the replacement cover as stated above however his original purchase was in 2009 and we do not feel that a refund of his purchase price is warranted as his warranty was indeed approved and satisfied by the shipment of the replacement per the terms of the warranty agreement.

My complaint is I ordered Advantage Plus in-ground Robotic cleaner. In the book it stated 1 year full Warranty and 2 year bumper to pumper, but when I received it the warranty card started 24 month limited warranty. I called Dohenys, talked to a Lady named Vinita about this matter. She could not tell me why this was different all she offered to give was a telephone number to `Maytronic. I very much think Doneny's misrepresented this product, I am not happy with Doneny,s over this matter. Another complaint is, ordered a 3 inch chlorine tabs shouldhave been here to day but won't be here until Monday, when it clearly stated over night delivery.

Review: On April 30, 2014 I purchased a total of $519.93 in pool supplies using my CapitalOne C/C, on May 30th I paid a total of $172.83 for 2day shipping to return 3 of the items bought on April 30th. On June 11, 2014 my Capital One credit card was then for ITEM#1 $69.99(Solar Cover), on June 16, 2014 ITEM#2 $269.99(Overlap Liner) and I have not been credit for ITEM#3 $139.99(Bottom Pad). I received confirmation from UPS the 3 items where delivered and received by Doheny's.

I have called Doheny's at least once a week since May to notify notified of tracking number & to request credit on ITEM#3. Every call a new rep promises resolution and credit within 24-72 hours after a 10-20 minute conversation due to poor file notati

I am now gaining more debt (Capital One interest) because Doheny's refuses to credit me for an item returned.

My last call In July 22, 2014 I spoke with a rep who again had no idea what was going on (due to poor notation), I spend another 10 minutes and made aware if I am not credit the money owed I will file a complaint due to the interest I am now paying Capital One on the money Doheny's owes me since May, the rep than terminated the call.Desired Settlement: Just credit my account the funds I am owed.

Business

Response:

The tracking numbers provided by the customer do show the products in our warehouse although we are actually only in receipt of two of the items. We have credited the customer for the third item in full today.

Review: We purchased multiple products from Doheny's on 5/28.2013. After we got our pool up and running we realized that we had purchased more product than we needed. We called to see if it was returnable and they said yes. We shipped the product back via USPS and the tracking number says it was delivered to [redacted], Wi. and recieved on 7/5/2013. We have never recieved credit. We called Doheny's customer service, and they said they would check on it. and get back to us. They did not. We called again on 8.14.13 they said they would check on it and calll us back, they did not. We called a third time and they told us even though the tracking number stated that is delivered to [redacted]. "it could have delivered any where in [redacted] and they did not recieve it, We should file a claim with USPS. " The original purchase was over $400 the returned merchandise was valued at $135.95.Desired Settlement: I would like a refund of $135.95.

Business

Response:

We have not credited the customer as we did not receive the merchandise back in our warehouse. We did speak to the customer who provided one tracking number from USPS which only showed delivery of the items to [redacted] WI. There was no signature and no specific address the items were supposed to have been delivered to. Moreover, the items the customer indicates were returned were originally shipped in two separate boxes as one weighed 25 pounds. Only one tracking number was provided for the return. We did advise the customer that if they could provide proof of delivery to our address from USPS we would be happy to credit their account. Returns are signed for by our warehouse staff. If USPS is unable to provide proof of delivery and the customer insured the package as they have stated they did then USPS is responsible for reimbursing them the cost of the items.

Consumer

Response:

Review: December 2, 2013This is regard to a very long and tedious complaint related to Dohenys Pool Supplies located at [redacted]. Some months ago we ordered a safety pool cover from Dohneys Pool Supplies. The safety pool cover arrived and our professional pool maintenance man said that the cover was not the custom safety cover that he had specified. He said that Dohenys Pool Supplies merely forwarded an off the shelf cover that would not provide the safety that we had requested because its dimensions were incorrect. When my wife called to complain to Dohenys, a clerk stated that she was under the impression that there was a mix up in sending out the order and she would check on the matter and return our call. At that point we waited and waited and waited for a call back. My wife called again and finally spoke to the clerk who had posted our request for a safety pool cover. My wife was asked to measure the pool. However, my wife did not have a tape measure and attempted to measure the pool with a yard stick which would not, in any way, be accurate. My wifes calls began on September 9 and continued through September 30, October 1, October 10 and October 13. The last call was made by our professional pool maintenance man. Finally, in exasperation, my wife told the clerk that the safety pool cover could be modified, but we would have to pay our pool maintenance man for any changes. The clerk declined to suggest a means of handling our complaint. When my wife said she was going to contact the Revdex.com for assistance, the clerk quickly terminated the call. My wife and I are at a loss to deal with Dohenys Pool Supplies when they refuse to call us back or when we do finally reach someone, Dohenys clerks terminate the call. Therefore, we cannot obtain a solution to our off the shelf ill-fitting pool safety cover.Desired Settlement: Take back the incorrect safety pool cover and replace with a correct fitting cover.

Business

Response:

We did in fact sell, and have manufactured a custom pool cover per the specifications supplied by the [redacted]’s which they obtained from their pool maintenance professional. As previously mentioned we did speak to their pool professional and requested that he re-measure the pool as both the A-B measurements and pool size itself did not match with those provided by Mrs. [redacted] in subsequent conversations. He refused to re-measure and told me that pool and step size did not matter, to go off of his A-B measurements. Pool and step dimension do matter, and are used in conjunction with the A-B measurements to manufacture a properly fitting pool cover and are specifically requested on the measurement form for this purpose. When we had asked Mrs. [redacted] to re-measure she said it would not be a problem and would measure right away. She never indicated that she used a yard stick, and even emailed us her dimensions. Never was it mentioned she did not believe her measurements were inaccurate. It was not until she spoke to her pool professional again that she said she was probably wrong and was standing by his measurements.

We clean hot tubs on a weekly basis for weekly rentals in a resort area, in North Carolina. The tubs are cleaned and serviced on check out days of Saturday and Sunday. We ordered chemicals to provide the service. When the shipment came, we did not receive the items we ordered, And paid for. We received chemicals that we do not even use instead. As a result of the error on the part of Doheny'e did not have what we needed to perform the service as contracted by us for the owners. Although the shipping label had our correct information, the packing label was for another customer in **. When I called up to report the problem, I was told the items I DID NOT RECEIVE AND PAID FOR, COULD NOT BE SENT OUT UNTIL THE INCORRECT ITEMS WERE RECEIVED BACK. We did not receive what we paid for, but cannot get what we ordered and paid for, until we send back someone else's order and it is received by Doheny's. Terrible customer service policy, which has cost of the lose of our revenue for the entire weekend.

I received an incorrect pool pump. There was no invoice and return label in the box.

I was told by customer service to return the pump to the address on the box: Pittston, PA

I returned the pump via UPS to Pittston, PA, with proof of delivery

When I called to check on my credit for the pump, they informed me that I returned the pump to wrong warehouse, and it should have been shipped to Kenosha, WI!!

I will NOT receive credit until the pump is shipped from Pittston, PA to Kenosha, WI

Why should I, the customer, not receive credit for an item returned to where they told me to ship it?

Here is the response from Doheny's customer service:

"We will need to contact our warehouse in Pittston in order to get that package

to the correct warehouse. We cannot issue a credit until the pump is back in"

I WILL NEVER ORDER ANOTHER POOL SUPPLY FROM DOHENY

our Wisconsin warehouse. We do apologize for any inconvenience this may have

caused.

Review: Ordered a Aquabot robot pool cleaner on Friday May 29th around 4pm Eastern time. We ordered this from the catalog that they had sent us in the mail. The main reason we ordered it was because right on the page of their magazine it stated "Free Next Day Delivery"

We realized being a Friday afternoon that it probably wouldn't be coming to our home on the next day ( Saturday) so we were hopeful that it would arrive on Monday June 1st. When it didn't arrive on Monday, we thought we would wait until Tuesday June 2. When it didn't arrive on Tuesday we checked email and it had stated that it had shipped at 2am that day. The email did not list who the carrier was or give us a tracking #. Seeing that the item had shipped, even tho it was no where near overnight, we waited until today WEDNESDAY JUNE 3rd, no shipment. I called the customer service line and the woman who was taking care of the order stated that we should have read the page-- that not all items are overnight delivery. Told her that we only ordered it because it was, and it was also on the webpage and flyer that they had sent us! She stated that she could not do anything for us as it had already shipped, yet we still had no information other than it shipped "Tuesday" I believe they ought to stop this false advertising practice immediately! Does Wisconsin allow such scams? Especially after reading all of the other complaints about the same things, cant believe they are allowed to operate a business in any state!!Desired Settlement: Would like to receive some kind of compensation for the DELAY and lack of info on our shipment, someone must know where it is! Who is delivering it? What is the tracking #?? Why do you take peoples money and then always have an excuse as to why its not what its supposed to be? This is severe incompetence on the part of the business, their complaint record proves no one knows whats going on. We would like to be reimbursed for waiting four days (so far! ) for our "overnight delivery" We were purposely not cleaning our pool so we could see how well the robot cleaner worked, but we dont want to keep waiting, who wants to swim in a dirty pool?

Business

Response:

This customer placed his order online on Friday, 5/29/15 for the pool cleaner he references. The order was placed at 5:52pm and was processed on Monday, 6/1/15. The order shipped directly from the manufacturer as demand had caused the item to be out of stock at the time he purchased. Our website does have a link which explains our next day delivery policy. The policy clearly states that "While we try our best, unexpected demand can cause products to occasionally be out of stock or create a warehouse backlog that also can prevent shipment the day of the order." We received a tracking number from the manufacturer on 6/5 when it shipped which we provided to the customer. The product was delivered on 6/9/15. We did compensate this customer with a merchandise credit for use on a future purchase for the delay in receipt of his order.

We do outline our shipping and next day policies on our website where the customer placed their order and maintain that no false advertising is taking place. There was no attempt to mislead him by not providing a tracking number, we simply had not received it from the vendor until the product shipped.

Made an online purchased for 100k btu pool natural gas heater for $799.99, company sent wrong product to my residence (pool filter worth $149.99....After complaining to the company they never accommodated me for there mistake, all they told me was fed ex will make a pick up within 24hrs and never did, finally they picked upon the 30th than they told me that a supervisor will call me over matter and never did. I made several other attempts and I was just transferred from one supervisor to another supervisor who told me that I would get a full refund as soon as they received the wrong package they sent me. Nancy said she would send me an email for the refund they were going to credit my banking account and never did, seems as if they have no intentions on paying me back my own money for there mistake. please help.

After ordering an above ground winter pool cover I called Doheny's directly to confirm the cover was in stock. After learning that the cover was not in stock I began searching for a different company that had one. Doheny's told me I had about 1-2 hours to cancel my order with no problems. After locating a different pool cover I phoned Doheny's (approx. 10 min from original phone call) where they informed me that the clips that went to the set had already shipped and that they could only cancel the cover. They then stated that they would refund the cover amount and only charge me for the clips. I just checked my CC statement today to find a FULL charge to my credit card. After ANOTHER phone call I found out that they canceled the pool cover but had zero intention of refunding my money for it. If I wouldn't have called I would have been stuck with clips for $170!! Just plane horrible customer service. I wouldn't recommend Doheny's to anyone.