Complaints

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• Initial Complaint

  Date:07/14/2023

  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.

  On 7/8/2023 at 1:57 pm I went to ALOHA pools and Spas and purchased a 10 pound bucket of 3"chlorine tablets for our pool. When I got home I open the bucket and found the tablets were all broken and unusable. There is about 1 1/2 " of powder in the bottom of the bucket. I called the store at 3:04 pm and the associate told me they will not take chemicals back. She said she would have the owner call me on Wednesday. He did not. I've tried to email pics to them and the email is "undeliverable "

  Business Response

  Date: 08/25/2023

  At Aloha Pools and Spas we try to serve all our customers in store needs with care and concern. Unfortunately in this instance there seems to have been some miscommunication between the customer and what she wanted and my assistant manager and her understanding and training for this situation. My assistant manager was under the impression that the customer wanted to return with full refund the opened and taken home chemical. Our policy to protect all our customers is that volatile pool and spa chemicals are not returnable after purchase because like a pharmacy prescription, in todays world to put the chemicals back on the shelf after not knowing what was done with a volatile product could be dangerous and uncharitable to the next customer and if it was tampered with in a bad way, possibly dangerous. My manager stated several times to me, the owner, that the customer just wanted her money back and return the chemical. I stated , did you explain the safety aspects as to why chemicals are non refundable and returnable? And it’s stated on our return policy plainly posted at the check out counter? Yes, was her response. After several conversations my manager said that she now says there is something wrong with the product. I said, oh that’s a whole different thing. Why did she not say that from the beginning? My manager and her unfortunately either misunderstood each other or something. So, I decided as the owner to call this customer myself and due to her previous five star google review knew she was a long standing customer and thought that there had to be something going on that was not being communicated correctly. I tried to explain once again why my manager is trained to be safe with possibly volatile chemicals but if there was a problem with the tablets just bring it in and we will exchange it. So they did. A simple and fast fix once it went from returning for refund to a defective product. So weeks ago this was resolved to what I assume was a satisfactory exchange so the customer got a non defective product and we safely handled the exchange of chemicals so as to not endanger someone else by accepting a return and putting it back on shelf of a volatile chemical that if tampered with could severely hurt or damage someone else or their pool. We try to be helpful but safe and fair. So, I’m glad we were able to resolve what turned out seems to be a miscommunication of what the customer was looking for and to why we have policies in place on chemicals to ensure everyone’s safety. 
  Sincerely, John G******* * owner. Aloha Pools and Spas