Complaints

This profile includes complaints for Doheny's, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Doheny's, LLC

  10411 80th Ave Pleasant Prairie, WI 53158-2811

  
• 

  Doheny's, LLC

  5102 Green Bay Rd Kenosha, WI 53144-1721

  

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:06/10/2023

  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.

  I ordered items from this business based on there advertising fast delivery same day or next. After ordering there web site says they are slow at delivering and gave a bunch of excuses. So I won't get my delivery for at least six days now. Had they not advertised fast delivery I would never had ordered from them now I am stuck waiting. My money is tied up at their mercy which was a manipulative plot on their part. Very unfair to the customer.

  

  Business Response

  Date: 06/16/2023

  Dohenys is pleased to offer free next day delivery at no additional charge for orders over $100 to most of the ** for all Doheny's brand chemicals and many of our most popular swimming pool supplies. Next Day Delivery Service does not mean Next Day Air, but simply that your qualifying products will be shipped from the warehouse closest to you resulting in delivery the next day. We do have a shipping charge of only $9.99 for orders under $100.00.
  

  Some details regarding this service:
  Other than for ****************, *********, not all products are stocked at all locations and therefore not available for next day delivery. Only those items with a Next Day Delivery designation on the product page can be expected to arrive the next day and orders must be placed by 3:00 PM Local Time (exceptions include our ***** warehouse by 2:30 PM).
  If you reside in the next day delivery area served by our **************** facility, order in-stock products and place your order by 3:00 PM Local Time you should receive your order the next day (except Saturday or Sunday). This applies to products even if they do not have a Next Day Delivery designation.
  

  Because next day delivery is not guaranteed for standard service and residential deliveries are made only Monday through Saturday though Saturday delivery is not guaranteed, there is a chance that our product will not arrive the next day. While we try our best, unexpected demand can cause products to occasionally be out of stock or create a warehouse backlog that also can prevent shipment the day of the order.

• Initial Complaint

  Date:06/10/2023

  Type:Sales and Advertising 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.

  On 05/28/23 I placed an online order #******-3002-269 for a CURVE COMPLETE UNIT IN-GROUND which consists of a base step and a curve add on for an in ground pool. I also ordered a pad to place under the step unit which protects the liner. I paid $657.18 for the order. On 05/30 I received the incorrect base step which was for an above ground pool. I contacted customer ********************** on **/** and spent 25 minutes on the phone explaining that I had received the wrong base step. The person I talked to said they would be sending out the correct one and I should expect it to be shipped in 1-2 business days. I didnt feel confident that he knew what he was doing so I also emailed customer ********************** and again explained the situation and sent a photo of the wrong base step I received. I got an autoresponse that they received my request (******) and to please allow 24 hours to receive a reply. I did not get any further response by email. On 06/01 I received a voicemail at 8:13 pm from ***** asking me to call customer ********************** back to explain which incorrect item I received. I called customer ********************** back the next day on 06/02 and spent over 30 minutes on the phone explaining again that I received the wrong base step. She said I had to return the incorrect base step and that she would email me a label to return it and that the correct base step would be shipped in 1-2 business days. I printed out the label and made arrangements with ***** to pick it up the next day. I checked the tracking and it stated the base step was delivered to Dohenys on 06/06. Today on 06/10 I received another curve add on. Now I have 2 curve add ons and no base step. I refuse to contact customer ********************** again as that has proved to be a waste of time. At this point, I would like Dohenys to email me return labels for the 2 curve add ons and the pad so I can return them without charge and get a full refund. The curve add ons and the pad do me no good without the base step and they cant seem to get that right.

  

  Business Response

  Date: 06/16/2023

  Hello,

  I do apologize for the inconvenience in receiving the incorrect product not once unfortunately but twice.  Please follow the instructions in the emails that were sent containing the prepaid shipping labels for the return of those products. As soon as the products have been returned a credit will be issued, please note that it takes approximately 3 business days before the credit appears visible on your credit cards statement. 

  Customer Answer

  Date: 06/22/2023

  Better Business Bureau:
  
  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.
  
  [Please type your response here.]

  I returned the pad and both curve addons which I have attached ***** tracking and all were delivered on 06/16. I have received a refund in the amount of $63.59 for the pad and another refund of $256.01 for the curve addon. I have not received a refund for the base step which was the item I never received. I did return the incorrect base step which I have also attached ***** tracking and it was delivered on 06/06. I have returned all items back to Doheny's. I am still owed a refund for the base step of $337.58. This is ridiculous. I have gone out of my way to make arrangements to return everything to Doheny's in a timely manner when Doheny's made the mistake in the first place. Doheny's was more concerned with me returning the items they sent me by mistake then correcting their mistakes. I AM STILL WAITING FOR THAT!

  
  Regards,
  
  *************************

  

  Business Response

  Date: 06/23/2023

  I do apologize for that mistake, the remaining credit of $337.58 has been issued today and should appear on your statement with in the next 3 business days.

  Customer Answer

  Date: 06/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  We just bought our house in September with the inground pool. The previous owners had Dohenys catalogs coming to the house so we decided to place an order with them. We were excited about the new steps we ordered for the pool. I understand that companies make mistakes and sometimes the wrong item is shipped out. I wasnt even upset about that. It should have taken a simple 10 minute phone call to customer ********************** to straighten that out. After 2 phone calls and several emails to customer ********************** with no resolution, I had to make this complaint with the BBB to get any results. Judging by the other complaints on the BBB, it seems thats the only way to resolve issues. It was very disappointing that Dohenys was more concerned with me returning the items they sent by mistake not once but twice than correcting their mistakes. I wasnt offered any kind of credit for my time and effort on their mistakes. We planned on purchasing a new pump and winter cover for our pool this year from Dohenys and probably more items but I will never order anything from Dohenys again. All their catalogs will go right to the garbage where they belong. Worst customer ********************** ever!

  Regards,
  
  *************************

  
  

• Initial Complaint

  Date:06/09/2023

  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.

  I placed an order then soon after cancelled. It was with my understanding this order still got processed and the item was sent to me. The company sent tracking info but I have never received this product. They are very difficult to deal with and they are not trying to help resolve this issue in any way. I cancelled the order and never received the item. They ar treating me like I am in the wrong when all this has to do with them. If they did good business they would be in contact with as much as possible not brushing me off. I am waiting for a refund that is due to me. It has been over 2 weeks now.

  

  Business Response

  Date: 06/14/2023

  Hello,
  I do see that your account used to place this order has been issued a refund.  I apologize, it is true that we typically are not capable of cancelling shipments due to how quickly we process orders.  According to our tracking information this item was delivered on 05/27, although proof of delivery was not provided.  As this was the case, we have reimbursed you in full for this order.  I apologize again for the issues you experienced, thank you for bringing this matter to our attention. 

• Initial Complaint

  Date:06/07/2023

  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.

  I purchased solar cover from Doheny end of season August 29,2023, order **********. The cover was placed 2 weeks ago on pool. It's defective, dry rotted. The bubbles are falling off. I have tried on numerous occasions to contact Doheny Pool Supplies and the DEI warranty department. I sent pictures. They have not responded or offered a resolution. All I want is a replacement. The cover is only 2 weeks and I spent $181.43. Please help me out.

  Customer Answer

  Date: 06/12/2023

  From: **************************************************** [mailto:****************************************************]
  Sent: Monday, August 29, 2022 11:37 AM
  To: ************************
  Subject: Doheny's Order Confirmation

   

  CHEMICALS EQUIPMENT CLEANERS SOLAR LINERS ACCESSORIES POOLS SPAS CLEARANCE   Thank you for shopping at Doheny's, where we have been serving pool owners for over 53 years. We hope you found what you were looking for. We are committed to bringing you the best pool products at the best prices all through a fast, safe, and secure shopping experience. Below is your order confirmation. Please keep a copy for your records and contact ** any time with questions or concerns. We are experiencing a high volume of orders while working with a limited staff, so there may be slightly longer delivery times than normal. We are truly grateful for your patience during this time. Order Summary   Order Number: 082922-****-285 Order Date: 8/29/2022   Billing Information Shipping Information Payment Information ********************************* ********************************************************************** ********************************* ********************************* ********, ** 18704-5114 xxxxxxxxxxxxxhvwv 11/2024   Items Price Qty Subtotal   24'R BLUE **** SOLAR COVER $181.43 1 $181.43 Sku 89524     Shipping from: DOHENY'S PLEASANT PR Estimated Delivery Date: 08/31/2022   4'X 8' WINTER PILLOW $27.99 1 $27.99 Sku 4584     Shipping from: DOHENY'S PLEASANT PR Estimated Delivery Date: 08/31/2022       *We are experiencing a high volume of orders while working with a limited staff, so there may be slightly longer delivery times than normal. We are truly grateful for your patience during this time.   Can I modify my order? Because we process and ship your order quickly we cannot modify or cancel orders via email. Please call ************* at**************to address those issues.   Have a question that isn't answered here? Check out our FAQs: **********************************************       Please DO NOT reply to this email, contact ** at***************************************with any questions. We respect your privacy,Privacy Policy. 2021 Doheny's **********************************************************************

  

  Business Response

  Date: 06/14/2023

  Hello,
  I do apologize that the cover was not covered under the manufacturer's warranty.  Please note that the warranty card that was included in the box which ****** the warranty's terms does state the following (I have attached a copy of this card for your reference). We have sent you an email containing an offer extended as a courtesy for replacing the cover.
  

  Limitations
  
  The following defects ARE COVERED under warranty:
  Delamination This occurs when the 2 layers of the solar cover start to come apart
  or separate.
  Seam Separation This occurs when the seams that hold the sections of cover
  together come apart.
  
  The following issues are NOT COVERED under warranty:
  Bubble Damage - This occurs when the bubbles on the solar cover start to fall off.
  This is a chemical problem and often caused from the pool water not being properly
  balanced.
  UV Damage This is caused by exposing the solar cover to the sun while removed
  from the pool (improper storage).
  Damage caused by animals. Misuse, discoloration, fading, or color bleaching out.
  Tears, rips, or cracks caused by the claimant.

  Customer Answer

  Date: 06/14/2023

  Better Business Bureau:
  
  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 sent them an e-mail. This cover was new. It was purchased August 29, 2022, at the end of the season. It was applied on May 10,2023 when pool was opened. The bubbles started falling off as soon as the cover was placed. It is a defective cover. It should be replaced with a new one. This should not happen to a brand-new cover. A customer should have protection under a defective item. This has nothing to do with the warranty. The cover is not even a year old. I purchased a 12 mil better quaity cover with the hopes of it lasting. I will not accept their poor decision on this. I have attached a copy of the email I sent to them.

  Thank you.

  Regards,
  

  
  *********************************

  

  Business Response

  Date: 06/16/2023

  After 30 days from the date of purchase, only manufacturer's warranty applies.  The warrantied dates back to the original date of purchase in this case that would be 08/29/2022.  The warranty is a 7-year pro-rated warranty that strictly covers manufacturers defects.  Manufacturers defects are considered to be seam separation and delamination of the product.  As the warranty card you received with the cover stated and I have previously provided, this does not cover bubble damage. This is a chemical problem and often caused from the pool water not being properly balanced.

  Customer Answer

  Date: 06/20/2023

  Better Business Bureau:
  
  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 do not accept this response from Doheny. I am very well aware of the warranty, but this cover had not been used all winter long. It was put on when my pool was opened on May 10, 2023. They have not even offered to reimburse me or replace it. Again, this was defective cover that probably sat in their warehouse for long perior of time and it was dry, rotted. 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair 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 purchased a product that needs to be installed professionally and also needs An inspector when project is completed And that is not mentioned anywhere When talking about the product I've called the company I am trying to return it they are plastic pool stairs for an inground pool And because it has been 2 months they will not take them back and then they agree to take them back if I pay for shipping which no doubt would cost me about 3:00 Dollars Which is very unfair since they sold me a product under false pretenses which I call fraud I have also been a customer of theirs for about ********************************************************** about $600 I definitely want my money back And they should be paying for the shipping which would cost them basically nothing

  

  Business Response

  Date: 06/06/2023

  We have also been in contact with the customer in the time since this review was submitted and did relay the return instructions to the customer.  Included below is our satisfaction guarantee for the return instructions. 

  Satisfaction guaranteed! If you are not completely satisfied with any Dohenys product, return it within 30 days in new/unused condition for a full product refund, excluding any shipping or handling.
  Note: Special return restrictions apply to ********************** which include Zodiac, Polaris, Jandy, and Aqua Products. Please contact ************* for details and instruction on these products. Opened/installed pool liners, opened paint and chemicals, dive boards, drilled solar reel systems, clearance products and ALL custom orders are not returnable, thus are excluded from this offer.
  To return any merchandise, place it in its original carton along with your contact information, order number if available, and the reason for the return. Send to: Doheny's ************** **************************************************************************. All returns must be pre-paid and insured. If you have any questions, please contact our ************* Team at: ***************************************************************** or call us at **************. Refusing delivery on any shipment that is not damaged will result in shipping and restocking fees. These will be deducted from the refund amount. We must be notified of any problem with your shipment within 24 hours of delivery. Custom items are made to your specifications and therefore cannot be returned unless there is damage or a defect, in which case we will provide a replacement of the item ordered. Note: Excluded items are opened/installed pool liners, opened paint or chemicals, dive boards, drilled reel systems, pool lifts, furniture, cushions, discounted returns, *************** products, and ALL custom orders. All replacement parts with a value of $40 or under are non-returnable and non-refundable.

  Customer Answer

  Date: 06/11/2023

  Better Business Bureau:
  
  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'm sorry but I wrote to you when I was very upset and the truth is it had not been 2 months that I had the product when I made my first phone call to the company unsatisfied with the product and was asking for postage paid to return product. The company has given me the runaround for weeks about that insisting I pay for postage to return product. Then I filled the complaint with you. The time frame was well in the return date and my complaint was even filed in a timely fashion since I tried to resolve this on my own. I HAVE BEEN a customer of there's for 10 years and never had i returned anything. Thank you
  [Please type your response here.]
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 06/14/2023

  Hello,

  I do see that we have spoken to you in regards to this issue and have issued you a return label to return this product.  Please be sure to follow the return instructions provided in the email that was sent to you. 

  Customer Answer

  Date: 06/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:06/05/2023

  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.

  I ordered a wide mouth skimmer. Ive called multiple times to find my order. When I call in, ** placed on hold and shortly after, disconnected. I keep getting told that the order takes 3-5 business days.. I placed the order on 5/26. My wife called and she was told a new order was submitted and it would be 3-5 days.. Yet no order has shipped. The ***** label shows its at the warehouse and not sent..At this point, I either want my money back, or the product overnighted to me.

  

  Business Response

  Date: 06/06/2023

  Hello,

  Thank you for taking the time to contact us, I do apologize although it appears your original order was lost via ****** When this occurs, we need to reach out to ***** in order to complete a tracer in attempts to locate the package. This process can take up to ***** business hours.  I do see a replacement was sent as they were not able to locate the package and the anticipated delivery to you is today.  You should have received a separate email from ** containing your updated tracking information. 

• Initial Complaint

  Date:06/05/2023

  Type:Sales and Advertising 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.

  My Doheny order # is 052923-3002-876 I purchased the Doheny small blue sand pump and filter for $199. I found the EXACT same pump on Target's Website for $135. I submitted the information to Doheny's to take advantage of their Price Match Guarantee. They told me the part numbers were different so they would not honor the Price Match. When I say the pump and filter are the same they are EXACTLY the same with the exception of the Doheny name. It is obvious 1 place is manufacturing this item and stamping it with different MPN and logos to suit the retailer's need. I would like to be refunded the $65 difference. thank you

  

  Business Response

  Date: 06/06/2023

  Hello,

  Attached I have included a copy of our price match guarantee.  Please also note that we will only match the price of another pool supply retailer specifically and do not match with other retailers.  In this one instance we will honor this price match and credit you back for the difference in price. However, it is also to be noted that this is not the same product, and the manufacturer actually differs from the unit that Target is selling.  The manufacturer of our product is actually a company named Fluidra and the alternate unit is manufactured by Swimline according to Targets listing. 

  Customer Answer

  Date: 06/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:06/05/2023

  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 have been doing business with Doheny's (Water Warehouse) for over 14 years. I have even recommended this company to my family and friends. One 9/7/2022, I ordered a 1 1/2 horsepower Doheny's In-ground Pool Pump, order number **********. May the 10th of this year I contacted Doheny's that the pump quit working. They were nice and told me to ship the pump back for an exchange. I asked how long it would take to get a new pump, they explained they would ship a new pump as soon as they received mine. I shipped it off, and found out that the returned pump was received on the 15th of May. However the replacement pump was on back order. I asked the customer ********************** representative if I could just buy a new pump and get a refund for the returned pump? He said yes, so I ordered a new pump on 5/18/2023, order number ********** for $534 dollars. The pump came in on the 18th of May 2023, that pump had the wrong size intake and discharge ports, my plumbing is 1 1/2. I called Doheny's again to let them know the pump was the wrong size. They told me to ship it back to them, I went to ***** and spent 65 dollars to ship the pump back to the company. I ordered another pump on 5/20/2023 order number ********** for 534 dollars. This pump was the correct size and is working fine. The reason I couldn't wait for the back order pump was the fact that I had already put two hundred dollars worth of start up chemicals in the pool. I didn't want the pool to get algae while I was waiting for a pump that was on backorder. I received a refund for order number **********. I have never received a refund for the pump bought back in 9/7/2022 order number **********. I called to check on my refund and they said they would give me a store credit, I told them this was unacceptable. I was told by their customer ********************** representative that I would get a full refund for the original pump bought back in September of 2022. Management was supposed to call me but never did.

  

  Business Response

  Date: 06/06/2023

  Hello,

  I apologize to hear about the issues you faced with the warranty return of your defective product.  Typically warranty is for direct replacement only, which is why this may have caused some confusion.  I have gone ahead and reimbursed the most recent order you placed on May 20th in full. Please note that it does typically take the bank a processing time of 72 business hours for that credit to appear on your cards statement.  Thank you for bringing this issue to our attention, we greatly appreciate your business and would like to extend our apologies again. 

  Customer Answer

  Date: 06/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:06/02/2023

  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.

  Called Dohenys because i saw a **** shipping fee on my invoice, when on their web site it's in red bold letters stating free shipping, unfortunately my invoice shows a **** charge for shipping. Was on the phone with an ********************* ( unprofessional and didn't care for care for customers) had me on the line for a half an hour to tell me sorry we can not cancel the order. Ok.. called again and got another worker *************************, he cared about my needs was trying to help, but kepet on placing me on hold. And told me the package was ready for ******* mind u I've never got an email stating so. He had me on phone for an hour and 44 minutes.. going back and forth about shipping which was supposed to be free but invoice states ****. ****** transfers me to his supervisor which was voicemail. No one wanted to cancelmy order i placed 2 hours from the ****** i place

  

  Business Response

  Date: 06/06/2023

  Hello,
  I apologize for any inconvenience and confusion in getting this issue addressed.  You were not charged any shipping fees on this order, although it does show as a line item on your invoice it is allowanced off at the bottom of the total along with an additional $10 off your order totaling in $19.99 in discounts.  Attached I have included this.  Doheny's also prides itself on delivering your pool supplies fast. To provide swift delivery service, orders are processed promptly for shipping. We are not able to stop the shipment, in that case the return policy would apply. Note, some items will ship from a third-party supplier. If that item has shipped or is in production, it cannot be cancelled.

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair 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 placed an order for a pool pump. After the order ship date was pushed back twice, I called to cancel it and order a different pump. They canceled it and I asked **** for a pump that would work/fit exactly like the pump I was replacing and gave him the information of the pump I was replacing. I ordered the he assured me would work. He told me it would take 24 hrs to get a refund for the cancelled order. I called on second day when I hadnt received it and was told it would take 5-7 days. So I called back after 9 days and was told they had processed at their end back to PayPal and it the issue was with PayPal. I contacted PayPal and they said that was incorrect. In the mean time the pump came in and did not fit, it was too big and I had to return it. I sent via *** and insured it as it stated in return policy. I ordered 3rd pump that came in and works. I received an email stating they received pump back, nothing else. I waited 8 days no refund. Over 20 minutes of being on hold I was told I wasnt getting a refund because it was damaged. I was angry because I was never notified of any damage upon return, I put information regarding why I returned it. It was never installed. The first order was for 399 and the second is ******.

  

  Business Response

  Date: 06/06/2023

  Hello,
  I do apologize for the issues you had experienced with this order and our inability to cancel this item.  I have issued a refund in full back to your PayPal account and do apologize that at the time the item was returned we were experiencing technical difficulties in this process.  I will monitor the credit and ensure that it is successful back to your account.  This should be visible back to you in 24 hours' time. Thank you for bringing this to our attention. 

  Customer Answer

  Date: 06/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************