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:01/16/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I bought (2) Pentair Minimax Ignitor kits from poolwarehouse.com. One ignitor arrived with the graphite tip broken off and the other ignitor arrived scorched and packaged showing it was clearly used. I contacted their customer service and sent pictures. I was originally told that I would have my money refunded but then I was told their vendor would not return the money. I did not buy the ignitors from poolwarehouse.com's vendor, I bought them from poolwarehouse.com. They arrived broken and defective. They need to refund my money.

  

  Business Response

  Date: 01/28/2024

  We sincerely apologize for the delay in responding to your inquiry. Our team needed to await guidance from the vendor to ensure accurate and appropriate handling of your return request.
  Having thoroughly reviewed the details of your purchase from Pool Warehouse, we would like to inform you that returns are processed in accordance with the vendor's established policy and procedure. Consequently, we have initiated a refund to the original form of payment as per the vendor's guidelines.
  Here are the relevant details for your reference:
  
  Please be assured that the refund has been successfully processed, and the amount will be credited to your original form of payment.

  Customer Answer

  Date: 02/03/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:01/12/2024

  Type:Product 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.

  PoolWarehouse operated in an unethical way, proceeding without confirmation in a return that forfeited more money than other options as a way to profit twice from the same pool table. The customer service agent offered no other option of individual to speak to and was unwilling to rectify the situation. Charging almost $900 for an undelivered item, and representing the option of a refund in a deceitful way.

  

  Business Response

  Date: 01/15/2024

  We appreciate your reaching out regarding your recent order, and we would like to provide clarity on the matters raised in your communication.
  Firstly, it is important to note that the information pertaining to the delivery process was clearly communicated to you before you placed the order online. In the product description of the table, a statement explicitly outlines that the delivery includes "Free LTL Freight With Curb Side Delivery To Select States." Additionally, on December 13, 2023, at 9:15 am, we sent you an email, accompanied by a video, reiterating the curb-side delivery method. Unfortunately, it appears that these communications were ignored. 
  The email also contained instructions explicitly stating, for the third time, that "All Deliveries are CURBSIDE ONLY." This means that our drivers are not responsible for transporting the shipment into specific locations such as your house, garage, front door, back yard, etc. The delivery will be left at the end of your driveway.
  Upon receiving your email, six days later, as the carrier was organizing the delivery, stating that your building required the use of a service elevator, we promptly informed you that our delivery service is curbside only. Despite our efforts to clarify the situation, you requested the order cancellation, which we regretfully explained was not possible as the item had already shipped and was en route to the delivery terminal.
  It is crucial to emphasize that the necessary arrangements, as instructed prior to delivery, were not made on your end. Your request for the freight carrier to deliver the table to your high-rise apartment without availing the white glove delivery service prompted a proposal from the carrier, which you declined due to associated fees.
  In light of the circumstances, we presented you with viable options: accepting curbside delivery without additional charges, paying the white glove fee for delivery to your high-rise apartment, or refusing the table with a 30% restocking fee along with full shipping charges. Regrettably, we did not receive a response from you before the carrier returned the table, given their policy of charging daily storage fees to hold your product until you made delivery arrangements.
  Upon your subsequent communication, expressing frustration and a desire to cancel the order, the table had already been returned. A refund was processed, deducting the 30% restocking fee and the shipping charges incurred.
  We understand that such situations can be challenging, and we regret any inconvenience caused. However, it is important to note that our company, Pool Warehouse, upholds ethical practices. The information provided, delivery instructions, and the options presented aimed to ensure a transparent and fair resolution.

  
  

• Initial Complaint

  Date:01/12/2024

  Type:Delivery 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.

  Ordered custom pool cover. I filled out their shipping form to ship to our business address because its a heavy item and we could unload with a towmotor and inspect pallet on all sides , top and bottom. It arrived at WRONG ADDRESS. Pool Warehouse sent it to my home address so the semi truck driver and myself had to unload by hand on the side of the road . Installed pool cover the following week and it had a small hole in it. Called customer service they said they would get back to me. After approximately 2 weeks I called them back and nothing had been done. They said people had been on vacation and no one had got to it yet.They called back a couple days later and stated manufacturer's claimed they inspected and all was fine when it left factory. They asked me to check box for damage and I did find a small hole in bottom of box. Sent them pictures and final response was I didn't write any damage on shippers paperwork at time of delivery . If item had been shipped to correct address as requested we might have been able to see the hole in box. As a business owner that does a lot of shipping I understand unfortunately things like this sometimes happen. This could easily be resolved with a small repair kit but Pool Warehouse customer service is ZERO help and everything is my fault . To anyone reading this beware using this company. They are only concerned with you until the credit card sale is complete.

  

  Business Response

  Date: 01/15/2024

  We sincerely apologize for any confusion surrounding your recent pool cover order, and we appreciate your patience as we address your concerns. We understand the importance of clear communication, especially during the holiday season. It is our company policy that all shipments are required to be sent to the billing address provided during the checkout process. Unfortunately, alternative shipping options are not available on our website. We acknowledge that this may have caused inconvenience and want to assure you that we are continually working to enhance our customer experience.
  Regarding the issue with your pool cover, the manufacturer does not provide a repair kit. However, in an effort to assist you, we are willing to send you a piece of mesh. Please be advised that you would need to find a suitable method to attach it on your own.
  Once again, we apologize for any inconvenience this situation may have caused and appreciate your understanding. If you have any further questions or concerns, please do not hesitate to reach out to our customer support team.

  Customer Answer

  Date: 01/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 01/31/2024

  I am not sure how the customer is trying to allude that we are lying about an order that he placed online and had to physically type in the billing and shipping address.  That order confirmation was attached to the last response.

• Initial Complaint

  Date:10/24/2023

  Type:Product 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.

  Pool Liner
  We ordered a pool liner from your company on June 4, 2023. When we received the liner, it was the incorrect size. This was in part, due to our error in filling out the worksheet. While completing the depth for the shallow-end, the cursor didn’t tab over and over-rode the entry. We were attempting to show the depth of 3’4”. Unfortunately, the cursor remained on the 3’ and changed it to a 4’. Our complaint is that when we originally filled out the online form, we indicated the shallow-end was between 3’4”-3’6”. We also submitted a diagram with all the pool dimensions. The issue is that we were never contacted by a representative from your company to confirm the pool’s dimensions, as your website indicated would happen. After we received the incorrect sized liner, we made multiple attempts with your company (emails, phone calls) to try to resolve the issue. Initially, I was told that they are too busy and NEVER look at the attachments. I was promised on several occasions that I would receive a return call but that never happened.
  Based on the lack of response, we had to order a new liner from another company. We still missed out on the pool season since we live in Ohio. We would like a refund of the monies for the pool liner.
  I hope this matter can be resolved and feel that we are entitled to a full refund based on the lack of follow-up as promised. We acknowledge the worksheet error that we completed but feel that if you would have followed your standard procedures (review the initial quote and reviewed the diagram we submitted) then this wouldn’t have occurred. We were initially, attempting to work with your company to get a replacement liner at cost but since we couldn’t get a call/email back to discuss this matter we had to move on.
  
  Sincerely,
  **** ***********

  

  Business Response

  Date: 10/26/2023

  The customer must be confused.  There are 25 support entries on this customer's support ticket.  The customer spoke to multiple representatives regarding ordering their liner incorrectly.  We are happy to provide the support ticket providing all of the communication in writing between support and the customer.  Unfortunately, as already explained to the customer, the liner is built off on the signed liner drawing.  The signed drawing finalizing the customer's production file was ordered at 4', which is why it is not fitting. 

  Customer Answer

  Date: 11/07/2023

  The company never addressed the fact they didn’t follow their procedures? 

  

  Business Response

  Date: 11/07/2023

  I think the confusion lies in what the customer is expecting to happen with the call about the liner dimensions. We look over the drawing, which in this case looks fine.  We do not go line by line and go over that with customers.  In order to receive that type of service, a local installer would need to be hired. The expectation from our end is once the customer sees the drawing, they will verify all of the dimensions look like what you have in your backyard.  There is no way for us to verify what you have onsite. 

   

• Initial Complaint

  Date:08/29/2023

  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.

  I ordered a range hood from Pool Warehouse on August 14th. On their website, the product states that it ships in 3-5 days. On my confirmation email, I was told that I could check the status from my account. I never made an account (checked out as a guest), so I emailed the support email asking how I could check the status given that I didn't have an account. They emailed back saying I could check it by logging in to my account. They clearly never even read my question and just sent a copied and pasted response. I ended up figuring out how to create an account myself and it stated that I had no orders. I reached out again to customer support and they told me that they did have record of my order and not to worry about it. 1 week after placing the order, I still had no tracking information or updates. Given that I paid close to $800 for this item, I wanted to be sure I was home when it arrived. I reached out again and they told me they reached out to the supplier and hadn't heard back (this was on August 22). I emailed again on August 28th asking for another update and received no response. I called on August 29th and they told me that they actually did hear back from the supplier on August 17th (5 days BEFORE they told me they weren't getting a response from the supplier). They again blamed the supplier and said that they were not providing any tracking information so they had nothing to give me. The customer service agent was rude and short with me and ended up hanging up on me after she said she'd forward the email from the supplier. Their website downright lies to customers and states that items will ship long before they actually do. For a company that is shipping such high cost items, they really need to get that figured out. Customer service is spotty (agent told me she was out of office which is why she never responds...why isn't someone else helping while she's out?) and they are unfriendly and unhelpful.

  

  Business Response

  Date: 08/29/2023

  We are very sorry that the customer failed to create an account when they made their $748.00 order. Unfortunately, Pool Warehouse can not control how the customer checks out on the website, especially when they are obviously concerned about maintaining an eye on the order. The customer sent in a request on 8/16/23 at 11:15 am and was responded to at 3:39 letting them know we were working with the vendor to get them information regarding their order. On 8/17 at 11:32 the customer responded and said they don't know how they will receive updates and assumed no one read their request.  The customer was responding to their customer service ticket CT48672 for order 179568. We did reach out to the vendor who let us now that the order that we placed with them was accidently stuck in their spam, but they would get it processed.  On 8/22/23 at 10:12 am, the customer responded again and said they created an account and would like to keep an eye on their order.  Orders have to be linked to an account.  We do not have the ability to link an order after it is placed. The customer would only be getting updates to their support ticket as that was our only option. Another customer service rep responded at 11:03 am that we would email the updates as soon as the vendor provided those to us. We reached out again to the vendor.  The vendor let us know today,  8/29 that they would be shipping out the order and tracking would be active in 24-48 hours.  We are at the mercy of the vendor which was also explained to the customer.  We do not stock these parts and update the lead times as soon as we are given updates from any vendor.  Customer Service was never rude or unhelpful, they just were not able to provide the information the customer demanded when they were on the phone. Our customer service department was out of the office on 8/25, so there was no one in the office to follow up with the customer until we returned back to the office for this week.  Pool Warehouse has been transparent and upfront with the customer.  We apologize for the delay.  We apologize on behalf of the Vendor, but to accuse us of being untruthful is a blatant lie. We have tried to work with the vendor and the customer to provide all the information that we can in an appropriate timeframe. Each communication we received from the vendor was provided to the customer. Those can also be provided showing if needed. 

  Customer Answer

  Date: 08/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The timeline of events in this response is truthful but does leave out some interactions that add to the context.  The tone of this response is putting the blame on me (the website should direct people to create an account rather than allowing them to check out as a guest if that is the only way to track orders).  I have been the one checking in periodically because I do not get timely responses from customer service representatives.  Because of my persistence (since customer service reps haven't been reaching out to me when they receive a response) I have now been accused of having "demands".  I do not at all appreciate the way that this business treats their customers.  There is not one bit of empathy or desire to help.  Based on my interactions with this company and many other reviews I have read online, I would like to cancel my order for a full refund.  I will be ordering this elsewhere. 

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

  

  Business Response

  Date: 09/21/2023

  We have noticed that the customer's response expresses some beliefs or thoughts that seem different from reality.  When calling in and aggressively insist that information be provided that we do not have at them time, that is perceived as demanding.  Normal update request exchanges can be an uncomfortable conversation when things are not going as planned, but that does not mean that the interaction has to be unpleasant for either party. The refund was HAPPILY provided to the customer. 

• Initial Complaint

  Date:08/15/2023

  Type:Product 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.

  Ordered original pool kit on May 3 for $27,469. This included a slide.
  
  Has multiple issues with delivery over the course of the next month.
  
  On 6/19, I get notified about a Pool slide shortage. I was told I could order a cheaper option that would make it to my house this season. I decided to accept this option.
  
  ON 8/6 I noticed that I had yet to receive a refund. I called. On 8/14 I received a refund for less than what the new slide cost. I called again but this time was told that I got a bundle price for the original and sense I canceled and reordered I no longer qualified for the bundle price.
  
  The pool I ordered in May came damaged and was missing a ton of components. I have called Pool Warehouse over 100 times in the last 3 months. I had to cancel several contractors or delay there start due to delivery issues or missing items. I have asked to talk to someone higher up and was told I could not and I could not get a timely answer due to staffing shortages.
  
  This is insane.

  

  Business Response

  Date: 08/20/2023

  We are sorry you are experiencing difficulty receiving in your pool kit.  On the Pool kit ordered, the Typhoon slide purchased was $3,600.00.  The customer was refunded the full $3,600.00 that they paid for the original slide. They upgraded from the Typhoon to the Tidal Wave, which does cost more than the Typhoon.  We did issue a full refund for the slide that was out of stock, so the customer had the option to upgrade and purchase the Tidal Wave, or they could choose to purchase from another source. 

   

• Initial Complaint

  Date:08/11/2023

  Type:Delivery 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 purchased an in ground pool kit from them in May 2023. We paid over $15,000 for the pool kit which included a heater. We scheduled delivery for the heater. The delivery service came outside of our agreed time. We did not sign for the heater. It ended up being damaged. Dropped on it head. We filled out the forms for PW for a claim, took pictures, etc. within the timeframe. They denied the claim. We cannot find out what the next step is. If we can appeal. If we submit new evidence, can they re-open the claim. They are not helping us AT ALL. We have followed all of their instructions. The shipping company R&L says they are in a confidential contract with PW to account for these things and that PW should be handling the claim. We paid just under $2,000 for a busted heater. This would not be acceptable ANYwhere else. We just want a new heater. They can have the damaged one. There are natural gas components and ceramic plates on the inside. If we open it, it voids the warranty. If we accept a new cover and there is more damage, we will have relinquished our "rights" because we accepted a new cover and are out of luck. We don't know where to go from here.

  

  Business Response

  Date: 08/13/2023

  The customer service rep is actively working with the vendor and R&L.  Unfortunatley, we are also at their mercy since the freight was not signed for as damaged.  We will need you to be patient as we get this worked out with them. 

• Initial Complaint

  Date:08/07/2023

  Type:Delivery 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.

  Ordered a pool stair face plate kit on June 6, 2023 for a job I was working on. On 6-14 I sent a follow up email because I hadn’t gotten any shipping date. No response. I sent follow up emails on June 20th and 27th. They were also ignored. Left several voicemails. No response. I ordered the parts somewhere else because I had no confidence that Pool Warehouse was going to deliver the order, and I had a job on hold waiting for these parts.
  
  Finally on July 19, 2023 I sent an email and told them they had lost a customer, and to just give me my money back. Again I got no response.
  
  I finally disputed the charges at my bank because I had been charged $245 and not received any merchandise. As soon as I dispute the charges the product magically gets shipped.
  
  August 5th, two months after order I finally received the order. I now have parts I don’t need for a job that is already done.
  
  Do not to business with this company. They will ignore all calls and emails and only deliver the product when you dispute the charges at your bank.

  

  Business Response

  Date: 08/13/2023

  We are sorry that you did not receive your product in time. 

  We went back through our phone logs and only see that we received one voicemail from the customer on June 16 at 10:24 am, but the only thing it said is "I think they just shut me out".  There was not a name or message on the voicemail for a return call. You were sent a message on June 21 at 11:43 am from *****, your account manager, that stated your order had shipped, and was scheduled for delivery on June 27th.  The customer replied to that email saying they had been trying to reach us for weeks and wanted to refund.  We replied to that same email telling the customer they should expect delivery that same day.  We did not hear back at all that it was not delivered. We only found it did not deliver because UPS returned it as a "Lost package" on August 1st.  We researched who it was for and reshipped it on Fedex on August 3rd, delivered to the customer on August 5th. 

  The customer is welcome to return the product for a refund. 

   

   

• Initial Complaint

  Date:08/02/2023

  Type:Delivery 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.

  Part was in stock promised 5-10 days it took over 3 weeks to get the wrong part! We ordered a simple part from Pool Warehouse-and received the wrong part. They sent us a double order of the wrong part. We have not been able to return these parts for a refund. I took pictures of the wrong part as they requested by email and requested the correct part or my money back and have not received a response or a return label for a refund. They never answer their phones, it takes them forever to respond to an email or never respond, it’s been over 14 days since the pictures have been sent. Horrible service! We just want a refund! And some type of customer service!!

  

  Business Response

  Date: 08/08/2023

  The customer ordered step faceplate caps.  The product  ordered is the product that was sent.  The description clearly states this will only fit Hydra Pools polymer steps, and Hydra Pools only makes one universal size of these caps.  Now, the size the customer needs, as shown in the pictures that they provided, is not the size that we carry.  We will be happy to take these back for a refund to the customer.  The customer will need to return them in order to receive a refund. 

   

  Customer Answer

  Date: 09/05/2023

  This case should be still open.paid and sent items back certified with pictures.it was signed for at front desk many days ago and still no return as promised.

  

  Business Response

  Date: 09/21/2023

  The customer did send the product back, but returned it to the wrong address.  The product was finally received and the refund has been issued. 

  Transaction confirmation for the customer is 6953054449036196304046. 

   

• Initial Complaint

  Date:07/31/2023

  Type:Product 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.

  Date Ordered: 07/03/2023, Received: 07/10/2023
  Paid: $15.00 plus shipping ($16.15)
  Order #: 172773, Val-Pak Hayward Brass Sleeve Nut (#V60-110)
  
  I ordered a pool filter assembly part (filter bracket nut) online from PoolWarehouse.com, which came from Pool Warehouse in Athens, TN. I saw what looked like the exact part I needed on their web site at one point, but I thought about it a few days & before I could actually order it, the price jumped from $15 to over $70! I found a similar part on their web site that looked like it could be an adequate replacement that was advertised as $15 sold in "Packaging Quantity: 10/Bag", but it did not give any specifications about outer wrench size of the nut head or the inner threaded shaft diameter, but I decided to give it a try rather than pay the jacked up price for the original part I needed.
  I received the part in about a week, but there was only 1 nut instead of the 10 that were advertised on the web site. I cut open the plastic bag it came in to try it out, but the inner shaft was way bigger than the bolt end of my existing filter clamp bracket.
  I then looked closely at the return policy & was disappointed to see that regardless of anything I would be subject to a 20-30% restocking fee, but I sent the company an email to begin the return process & receive a Return Merchandise Authorization (RMA) as instructed, the 1st of many hoops the company makes you jump through, to begin the return process. I then received a response email from the company restating the return policy & highlighting the 20-30% restocking fee as well as posing several questions all of which could potentially disqualify any return. The fact that I already opened the plastic bag it came in to see if this solid metal part even fit apparently disqualified me from being eligible to return the part (even for only 70% of what I paid). Even contesting the fact I only got 1 instead of 10, I would still lose more than the cost I thought I was paying for 1.

  

  Business Response

  Date: 08/13/2023

  The customer called in and spoke with his account rep, *******, who explained to him on the phone that we would gladly waive the restocking fee and get the bolt back so the customer could be refunded the $15.00 they paid. She let him know that to ignore the section in the standard email regarding the restocking fee as it would be waived.  The customer ignored the phone call they had, and replied to email appalled that he would be charged (for a product that he opened and tried to use) a restocking fee.  ******* tried to call him back, but he told her she had the wrong number, not to call back.  Please keep in mind the original conversation was lengthy, so his voice was automatically recognized. Our phone system is digital, so we went back to the recording, and we did call back the correct number.  We then followed up with another email that we said we were trying to help and we would appreciate the customer clarifing any questions or concerns before they wrote absurd reviews filled with false information and inappropriate statement that are not only false, but are seen as defamation. We are still willing to help the customer by issuing a refund for the $15.00 they paid for the bolt.  The $16.50 the customer paid for shipping that they alluded was only for the bolt, was not only for the bolt, but also for the Pentair PP3011 pump overhaul kit as well. The customer was also informed that they can communicate to us in writing since they have a hard time keeping communication accurate. This prevents any miscommunication and also gives Pool Warehouse black and white record for any legalities that could occur.