Pool-Spa-SuppliesReviews 106

Hello, Your part is shipping today. We sincerely apologize for the unexpected delay. There was a factory closure related to the pandemic and it caused some delays. Your order has been picked up by USPS and will be live in their system shortly. We apologize for our delayed reply. The pandemic and factory closures have been a nightmare, but we are working through it and getting new system set up to accommodate new methods of keep staff safe and getting orders filled in a timely manner.

Order Tracking: USPS 9405511899563817536960

Okay, we were able to determine the order with your initials and the part number shown. We have filed a claim with USPS to return it to sender and we have refunded your order in full. Please let us know if you need anything else. We apologize that you weren't happy with the length of time it takes for shipping, but it does seem that international shipments are taking longer in this current climate. We sincerely apologize and we have refunded your order and filed a claim on the shipment. If they do end up delivering, please let us know.

Just wanted to update you. We have filed a claim with USPS and requested that they return the shipment to us after their investigation and once they locate it. They have confirmed that it will return and we have refunded your order in full. Thanks for letting us know of this issue. You'll also receive this info and confirmation via email. Sorry for our delayed replay, as it's been difficult as we were short staffed and getting caught up.

Ken, we aren't a fraudulent company. These are just tough times with factory shutdowns, and packages moving slower, especially international shipments such as yours. Your order is en route to you. As the banner on the front of our site states, there may be some shipping delays, as everything is just moving slower right now. We do apologize, and we are glad to hear that you are unaffected by the current COVID situation. We do wish the case were the same for us, but we are taking special precautions to keep our employees and their families safe, as that's most important to us. It has slowed us a little, and we've had some upset customers, but the health of our staff and their families is too important to risk. We do apologize. Your package is on its way to you.

USPS.com
MasterTrackingNo
CJ209385621US

Thanks for taking the time to write a review. They are important and we appreciate it. Unfortunately, during these trying times of the pandemic, we have been short staffed and are using majority of our staff to get orders shipped in a timely manner. We are trying to get through emails. We apologize for delayed replies. We are open and working hard, just a little slower than usual. We are setting up new methods with which we should be able to increase productivity shortly.

Thanks for your review Jeffrey. If you could message us with your full name or order info, we could look into this. We apologize that you were not happy with the results of a warranty diagnosis. We do understand that those can be frustrating sometimes, but often a factory will deem an item damaged due to other factors like maintenance or installation, etc. While we don't set the regulations for factory warranties, we do like to help when we can. While we aren't sure of your exact case, we'd like to look into it for you. I assure you we did not steel your heater. Please shoot us an email is you can, so we can look into it, but it's a good thing to share your experiences in the form of a review, as that's helpful to other buyers. But, we'd like to help if you we can, we just need more info.

Patrick, thanks for your review and it's accurate. We had a virus wipe out our shipping program. It's been a nightmare. We shipped via FedEx 2-Day rather than USPS to get the order out as fast as possible. We sincerely apologize for the delay. As more the poor customer service, it was just a result of being inundated with calls due to the issue we were having. We are back on track and again apologize for the issue.