Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/28/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business shipped through ******* as a third party vender delivered me an open package and then expects me to pay a restocking fee and ***** in return shipping. By the time that all goes through I will not get hardly any refund. They do not stand by their products.

  Business Response

  Date: 04/28/2023

  This customer received a return authorization and return shipping label for a brand new, factory sealed filter pump system because the tape on the box was not "sealed" and was re-taped in transit.

  "---- On Thu, 27 Apr 2023 22:42:42 -0500 ********************* <****************************************************> wrote ---
  The tape was not sealed, and then taped back."

  A return was authorized. 

  She also received this email from us via Walmart.com messaging prior to this BBB complaint;

  1:45 PM SENT
  *********************
  
  The restocking is waived as long as it is unused and returned in the original packaging.
  
  Thank you
  Customer Support Team
  

  Items are returnable even for specious return reasons. If there is a legitimate issue with a product we will take care of the issue within the 30 day return window and then there is manufacturer's direct warranty to back up the product even further. 

  This complaint is frankly frivolous. 

  Thank you

  Customer Support Team

   

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered intex pool, confirmation # ***************, on June 24, 2022 from *******.com, who purchased it from Windy City super stores. The purchase got delivered on June 26, 2022 without the pool inside of the box. The same day, We reached out to ******* who advised us to get in touch with Windy City so we did via email, and they stated they would be in touch with us within 48 hours and never received contact. We emailed them today, august 01, 2022 to follow up, and they are stating they will not refund us because of their 30 day policy. Its imperative that I receive a refund for an empty purchase which can be easily identifiable by the ***** weight when it was packaged.

  Business Response

  Date: 08/03/2022

  This order delivered and was signed for complete on June 26th, 2022

  DELIVERED
  

  Sunday
  6/26/2022 at 8:54 am
  Signed for by: SGULEYUZ
  
   
  TRACKING ID
  ************

  Package details
  

  WEIGHT90.1 lbs / ***** kgs
  DIMENSIONS46x19x15 in.
  TOTAL PIECES1
  INVOICE NUMBER200010032261883

  PACKAGINGPackage

  The ***** scale weight and laser dimension at both the origin and destination terminals match the actual complete packaged product weight exactly. There was no exception noted at the time of delivery.

  The 30 day retail return window has closed on the order. The customer can get product support by calling ************ M-F 8:30-5:00 PST.

   

  Thank you

  Customer Support Team

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17653259
  
  I am rejecting this response because: the pool was NOT inside of the box. All the equipment was but NOT the pool. I am demanding a refund. This cost me $500 and wasnt delivered to me. They told me I would have a response within 48 hours and it took an entire month and then they stated its past their 30 day policy. I am demanding a refund for something I paid for and did not receive! 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/04/2022

  The return, exchange, replacement window on the order has expired. 

   

  Customer Support Team

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17653259
  
  I am rejecting this response because:

  First this company Lier  no body sign paper documents driver drop off the front house said s guleryuz sign Lier I'm at work this time 

  And also me my wife and wallmart emailed 10 time nobody respond our emails why *********** because said now expired 30 days we are send emails company early all sneaki we have all proof and you can contact wallmart customer service name ***************** knows we trying everything no respond then *********** said expired no good not acceptable please I need my money back I have special need kids pool for him is not right ask company why not respond before and who's sign the paper I need see that I'm at work Lier thank you 

  
  
  Sincerely,
  
  ***************************