Poolzone

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I did send pictures of the pool and also of the measurementsI have previously purchased two liners for this pool (original and one replacement) both of which were x I have also spoken with a local pool supply company who advised the liner they sent me does not measure to be for a 48" poolI have also measured the sand to be the correct depth alsoThe box is marked correctly however the contents were incorrectI just want the correct linerhowever, they have just been very rude and told me I was a lying and not to contact their business ever again Regards,

The customer ordered this item:http://www.pooldeals.com/catalog/18-X-34-Oval-RayMaxx-Clear-Solar-Pool-Cove...⇄ item is described as:"18' X 34' Oval RayMaxx Clear Solar Pool Cover"The cover indicates that it is clear in nature, just as the customer describes as receiving a "clear pool cover".We sell two variants of this itemThis was the least expensive version, and not the thickest we offerI can only assume the customer did not want the thickest product we carry due to the cost and ordered the thinner of the two optionsWhich is fine, but it is not the thickets we offerNothing that was purchased was "falsely advertised" at allThe customer received exactly what was ordered, exactly as describedWe have made no mistakeThanks

Hello, As the customer is aware of UPS is in the process of locating and delivering the packageThis request was put in yesterday, and the trace request was initiated by UPS today. Typically when this happens UPS locates and delivers the packageIf UPS
does not locate the package by mid next week we will gladly ship another packageWe have told the customer to contact us after next Wednesday if their tracking number does not show any package movement by that time. Thanks

The customer had ordered a liner for a 48" wall height pool48" wall height pools (wall height is always measure from the outside of the pool), are approx 44" deep, as inside the pool beneath the liner there is to be a 4" sand base. The customer indicated the wrong liner was shipped
due to an error on our part, so we requested the customer send images of what was received. The customer set the images and the liner measures approximately 43"That is correct as the liner she ordered is for a pool that is 48" wall height / 44" deep (approx) and this leaves the liner with an approx 1" to stretch in to place. Also in the images sent we can clearly see the pool is 48" deep, so this is a 52" wall height pool (not 48" wall height pool, like the liner she ordered). To put it in simpler terms, the customer ordered a liner for a 48" wall height pool (44" deep approx), but incorrectly ordered as a liner for a 52" pool (48" deep approx) is needed. The customer ordered the wrong linerThe liner is correct as per what was ordered and we have made no mistake.The liner is non-returnable as the customer agreed to when agreeing to the terms of saleThis is listed in our terms of sale as we can not resell a used liner. Had this been a mistake on our end or an issue with the product being defective, we would have gladly taken care of the issueHowever this is not the case, the customer simply ordered wrong. Thanks

Revdex.com:
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 have been in marketing over years. I know the legal rules for advertising. The image of the product they associate with the description, and what I received are two completely different things. I can send you the actual picture of what they show as the product and what I received. They are different. As an advertiser, you are not allowed to put a picture of something up and sell it to people and ship them something different. That constitutes advertising and/or bait and switch. I have approached family legal council and it is fairly cut and dry. The image on the site associated with the description is a clear, transparent light blue material. So yes, the description says clear. The picture shows a clear light blue transparent material. That is correct. What I received is a different color. As I mentioned, our main concern is that we ordered the product they have pictured on the site, and we were shipped something different. I could find hundreds of better clear pool covers at the price they are selling. The only reason I went with them was the fact that their "clear" was a clear light blue material.From a legal perspective, when you market a product, if the image you are showing does not match what you are selling, you are required to disclose it on the site/advertisement. That is why you see advertisers disclaim that the "image is not the actual product, color may vary" on many products. The company can do all the verbal gymnastics they want about the description, but their response and argument says they know they are duping people and they really don't care.In Summary: Did I want an inexpensive cover - Absolutely. Is the cover thinner than the competitors - Absolutely. Would I complain if the cover looked like the product image they are selling on their site - No. It would be fine. My issue is the pictured item leads you to believe you are getting a clear light blue cover, and you are not If you would like to see the image of the product I purchased, you can see it here: http://poolsexpress.com/Solar-Pool-Covers/16-x-34-Rectangular-Solar-Pool-Covers/ You see one dark blue and one described as clear that is clearly transparent light blue. The product I received resembles this: https://www.nationalpoolwholesalers.com/_Inground_Solar_Cover_Clear_12mil_--CAT_...⇄ Which Is NOT a clear transparent blue.Based on their response, it is clear they are not responsible advertisers. I have also filed an advertising complaint with the FTC now. If I do not get a full refund and a return shipping label by Wednesday of next week, I will file a small claims suite for the refund and to cover my time dealing with this
Regards,
*** ***

Revdex.com:
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
Regards,
*** *** See picture of *** *** on their sitePooldeals.com....It's blueHas a rubber or plastic cover over top of foamNow see *** *** on their site, it's white and cheaper than the *** ***I need Them to take back this pad and reimburse meI do not want to pay shipping either because it's there error

There is nothing wrong with the coverThe pool has no ledge like a traditional swimming pool as it is a temporary / toy / non permanent swimming pool. Again if the customer feels the cover is defective, they should refer to the included manufacturer paperwork that was included as we do not take used pool covers back, and there is nothing wrong with the cover itselfThe customer is just using it incorrectly

The customer received the correct itemIt is just a pool heater coverThe customer sent images of the item and it is what was ordered

The customer has received the correct productWhile they may create their own reality about the merchandise, it is correct and exactly what was ordered. If for any reason the cover is defective, the manufacturer would replace the cover free of charge under the warranty programThe customer should refer to the paperwork sent for further information if the cover is defective

Revdex.com:
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
Regards,
*** ***
The UPS attempt to locate the package was initiated by me on September 28hI have the UPS e mails to prove this, I have no idea why pool deals is saying the trace just began yesterdayA date of Tuesday was given to me by pool deals for an investigation to be complete, but since learning I filed a complaint with the Revdex.com now they sent me an e mail stating that because I did this, I will now have to wait a day later because they have to deal with the complaintBasically punishing me for filingI should not have to waitThey did not wait for me to pay them.None of this is acceptable

Hello, We offer no warranty on any item, whatsoever, as listed in the terms of sale the customer agreed to before purchasingHowever if it was defective within the first days we would have gladly replaced the item. One year later we would not refund a customer for a used
item. The item also has no manufacturer warrantyNeither us nor the manufacturer advertise a warranty of any sort on the kit. The item is a part that fails and most people buy new kits regularly. Thanks

The customer seems to be very confused about an item that had no warrantyWe do not offer a warranty on this item, or any item at allIt is a disposable item over one year old. Thanks

Revdex.com:
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
No there was no cancelation number - I was told TWICE that the cover was being shipped - the second time it was not shipped - I called and told them to cancel my order The company HAD NO IDEA WHEN MY COVER WOULD SHIP OR IF IT WAS EVEN COMPLETED! For them to lie TWICE AND NOT cancel my order - this company had clearly established malice and unfair business practice The fact they did not cancel the order THAT WAS NOT FINISHED AND NOT SHIPPED is absurd I was MORE than patient with this company yet they are unwilling to even TRY to resolve this issue This company is horrible and I will be doing everything in my power to get ALL pool owners to stop using them May not work and their business may still continue to exist - however - I will sleep great at night knowing I AM A BETTER PERSON than ANYONE at that company, especially the manager (R***e) who is the one that decides whether or not to cancel the order (that was CLEARLY unknown IF it was done or WHEN it would ship)
Regards,
*** ***

Customer was directed to the manufacturer and they await his contact if the liner was made incorrectlyThe liner would be replaced free of charge. All warranty information is downloaded via the download link on the box. Thanks

Hello,      The customer seems to indicate that they have had a hard time contacting us. We have been in touch with the customer several times, with a response time averaging about 15 minutes. The customer ordered a cover from our website, where the options were 12 & 16 gauge...

(no 8 gauge option as the customer indicates, we offer no such option). The customer seems to be upset that the cover they ordered is not rated in Mils. We do not sell covers that are rated in Mil, nor did they purchase a cover rated in Mil from us. The customer seems to be upset regarding how thick the product is. However at the time of purchase, they chose the thinnest option we offer. The cover is correct, and exactly as it was ordered. We have made no mistake. As the customer did receive the item, and did agree to the terms of sale, the credit card company will pay us, and the customer will be responsible for any and all charges as they have the item. Thanks.

10-08-15Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.My response is that www.PoolDeal.com deceptively sent what was ordered. While almost 100% of all other pool supply merchants state the thickness of Solar Pool Blankets in terms of "mils" www.PoolDeals.com uses the undefined term "gauge". To an unsuspecting and trusting customer it is quite easy to interpret gauge to mean mils as that term is used on almost all other pool supply merchant sites. I would like to re-iterate that the Revdex.com has assigned a D+ rating to www.PoolDeals.com. One may highly suspect that because of this low rating, www.PoolsDeals.com has created a new name for their business, www.PoolZone.com. If one goes to either site one can observe that both businesses are located at the same exact address. (please see the attached Word document)There are several merchants who do this on Ebay as well. Eventually, there are so many complaints and bad reviews that the merchant changes their name and starts over but continues their business using the same deceptive and dis-honest style of business to a new group of unsuspecting and trusting customers. On the Revdex.com site I researched www.PoolDeals.com and found that 76 complaints have been lodged against them, most pertain to poor customer service and some pointing out how rude www.PoolDeals.com is. For example, in my particular case, they have closed my trouble ticket and marked is as "resolved" even after I e-mailed them and expressed that I did not feel the issue is resolved and that the ticket should still be open. The site states that within a certain period (which I responded within) if a ticket is closed and the customer submits a reply then the ticket will be re-opened. Not so in this case.It is my hope that the Revdex.com will not allow www.PoolZone.com to become a member. It is my feeling that if www.PoolDeals.com wants to participate and do business in a market aimed at the consumer who purchases pool products then they should provide products honestly and accurately like their peers. I have purchased products from several different companies on the Internet over the years and have not once encountered this type of behavior. www.PoolDeals.com sneaks a place in line among  a community of merchants who are for the most part straight and up front with the consumer. If one sees a 12 mil thickness solar blanket at one store and then goes to another store to shop and compare, what one would normally assume when they see a blanket listed as 12 or 16 will be the same industry standard of "mils" which is used on almost all sites. www.PoolDeals.com "tricks" the customer when they use the word "gauge" as the customer would be inclined to assume "mils". What www.PoolDeals.com sent to me in a shoddy box which was open and coming apart, is a solar blanket that:is shorter than the 27 foot diameter that I specifiedcontains seams that are torn and coming apartis so thin that it would probably disintegrate within a week or two of useI sent pictures of all of the above via their customer support ticket system. I also tried to call them within their stated business hours several times, but received an out-going message stating that they were closed. I was happy to continue communications via e-mail as they were prompt responding using this contact method.I cannot accept a replacement blanket from this merchant as I do not trust them in the very least. My request is that my credit card company's credit to my card in the amount of $116.98 not be refuted and if www.PoolDeals.com wants their blanket back then a paid return shipping label be sent to me.
Thank you,
[redacted]

Hello,    All manufacturer warranty paperwork is sent with the item. As the covers themselves are made by about 7 manufacturers, we list online that it is the customers responsibility to retain the warranty paperwork, as if they contact us a year later, we would not know who made...

their individual cover. We have had problems with upset customers in the past, that end up in the same situation, so in 2013 we started a new program where the customer has the option at time of checkout to have us open their package, scan and digitize their manufacturer warranty card, and keep this on file for them. We charge $1.99 for this service. The customer declined for us to retain the warranty record, and chose the option where they would be responsible for solely retaining the warranty paperwork. Thus, we do not have a record in house for them as we have explained. Thanks.

The customer used a third party to supply measurements to our company. After attempting to have the liner made additional measurement was needed. Their pool guy named "**" was instructed to remeasure the pool in certain locations. This took him a very long time, and he would not return our...

phone calls, not the other way around. The customer called and was very abnoxious and ride when calling. When all we have been doing is calling and waiting on information needed from their pool guy to complete the manufacting of the liner. Nonetheless after the nonsense we dealt with from the customer we cancelled and refunded in full yesterday. We do not have time for games here. We are quite busy. Thanks.

The customer has yet to contact us regarding this issue. However the package was lost in shipping we can refund or cancel. If the customer has been responding to their emailed order invoice (which says do not respond to the no reply email address) they should contact us directly through our...

website. Thanks.

The customer ordered this item:http://www.pooldeals.com/catalog/18-X-34-Oval-RayMaxx-Clear-Solar-Pool-Cove...⇄ item is described as:"18' X 34' Oval RayMaxx Clear Solar Pool Cover"The cover indicates that it is clear in nature, just as the customer describes as receiving a "clear pool...

cover".We sell two variants of this item. This was the least expensive version, and not the thickest we offer. I can only assume the customer did not want the thickest product we carry due to the cost and ordered the thinner of the two options. Which is fine, but it is not the thickets we offer. Nothing that was purchased was "falsely advertised" at all. The customer received exactly what was ordered, exactly as described. We have made no mistake. Thanks.