Reviews

Review Details

• Review fromT. G.

  Date: 08/27/2022

  1 star

  T. G.

  Date: 08/27/2022

  I placed an online order for an item with Poolweb.com in September 2021.I received an email from Poolweb the same day informing me that the item would be estimated to ship roughly 4 months later.Following this information I decided to cancel the order on the same day because of the long wait. Poolweb responded immediately and stated that the order had been canceled and a refund should be processed in 2-5 business days. 7 business days later I decided to dispute the charge with my bank since I hadnt heard back from Poolweb nor had I received the refund. A temporary credit was issued by my bank during their investigation. In October 2021 I received a confirmation of my refund from Poolweb by email. My bank confirmed in November 2021 that the temporary credit was now permanent.I placed a new order for an item in July of 2022 with Poolweb but got this order canceled right away from their end with the reasoning that due to a chargeback/credit card dispute that I had previously filed with Poolweb they would cancel this order. Given this course of action I am left wondering about the complete lack of business conduct and professionalism of this company. It conveys not only an act of vengefulness but also ***** and puerile.

  Aquatic Technology, Inc.

  Date: 08/31/2022

  ********************* originally placed an order with Poolweb.com on 9/17/21 and reached out that same day to cancel, which was taken care of. It appears there was a delay in processing ***************** refund and after 7 days, instead of reaching out to Poolweb, ***************** decided to file a chargeback claim with his credit card company. This refund issue could have been resolved with a phone call to Poolweb instead of to ******************* credit card company. It is our policy to not process new orders for customers that have previously filed a chargeback or have disputed legitimate charges with us. Chargebacks and credit card disputes cost businesses money in both fees and in time spent over and above the refund to the customer. Canceling ******************* second order was in no way vengeful, it is standard business practice to not accept orders from customers that have previously disputed charges.

  T. G.

  Date: 09/05/2022

  Poolwebs response to my complaint did not address the underlying issue. Instead of changing their policy of not processing new orders for customers who previously filed a legitimate chargeback, they have elected to blame the customer for not reminding them of their responsibility to refund customers in a timely manner; or if (as suggested by Poolweb) it appears that there is a delay, to inform the customer of such delay. I gave Poolweb an additional 2 business days to meet their stated refund window of 2-5 business days. I appreciate that there is a cost to chargebacks; there are also costs associated with card charges that should have been reversed beyond the time promised, wasted time on the phone etc. The fact remains that Poolweb did not honor their stated refund window, did not communicate with me even two days after that window, and I followed a legitimate course of action, regardless of what their policy says. While it might be a justified policy for customers that used a chargeback or credit card dispute for illegitimate reasons, this case is certainly far from it. If Poolweb is not holding itself accountable and instead blaming the customer in this case, I feel obligated to at least inform the public about their untrustworthy business practices and questionable policies.