Can't believe how NON-COMMUNICATIVE these people are. I ordered a pump cover on June 2nd, and selected 2 day shipping. It says they take 24-48 business hours to ship, so I did some quick math on this. Assuming they closed before I placed my order on Tuesday, June 2nd, then Wednesday June 3rd would mark the start of 48 hours. Friday it should have shipped out then, and even if 2 day were counted as business days, then it would have been here Tuesday, June 9th at the latest.
I reached out requesting a tracking number on Monday June 8th, as they stated tracking would be available as soon as it shipped. I did this through their fake chat on their website, where I had to enter my email to start the chat. I have yet to receive word back from these guys, but I did receive an email offering a discount code since I "didn't purchase anything while browsing." How ludicrous is that? It gets better, as I reached out again via fake chat on Tuesday June 8th again, and got the same email message asking me to purchase, when all I want is what I already purchased!
The hilarity continues (sarcasm in tone). I have tried reaching out via the phone number on my order, and it is 100% busy all the time. Probably from people like me who are irritated at a company that promptly takes your money and does nothing with it.
In visiting their website now, it shows the part I ordered is no longer in stock, so SOMETHING changed since my order. I should have just bought the brand new part from eBay first, but now am instead left dealing with a contestation on my credit card for a company that is clearly not reputable, even though they claim to be for the last 30 years.
Pool-Spa-Supplies
Will not issue refund
4/2/17
I ordered the wrong plugged spa heater and they sent me a return authorization but will not issue the refund or respond to me emails.
This message is in regard to your complaint submitted on 4/2/2017 against PSS Pool Spa Supplies. Your complaint was assigned ID *******.
The business has failed to respond to your complaint. Therefore, this complaint has automatically closed as "no response." Please understand if the company is not accredited with the BBB; this will be the final phase of our process. However, should the business choose to send a response we will then reopen the complaint and send it to you for a rebuttal. Your next step may be to pursue the company through Small Claims Court. The number for general information for Harris County Small Claims Court is *******137 or you may go online to their website at www.jp.hctx.net/civil/default.htm. They will be able to assist you with your questions about their process and they will send you out a packet of information on what all you need to file your case. Consumers with questions or who wish to file a complaint with the Office of the Attorney General may call *******011 (for callers within Texas) or *******100 (for callers outside Texas). Complaint forms are also available online at www.texasattorneygeneral.gov. Please send the Bureau a copy of your final court award once you receive it for our files.
This complaint will be reflected on the company's BBB Business Review for 36 months from the close date with the following language: "The company failed to respond either to the consumer or the Bureau to the complaint(s) filed."
Regards,
The Dispute Resolution Team
Where do I start? First off, had $250 order and PAID for USPS Priority Mail 2-day shipping. Well, 6 days later my pump gets delivered by Fed Ex.
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.
RETURNED DEFECTIVE SPA HEATER UNDER WARRANTY AND THEY DID NOT HONOR WARRANTY THEN THEY DID NOT RETURN IT. THEY STOLE IT!
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.
Overview
Pool-Spa-Supplies has a rating of 1.7 stars from 106 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Pool-Spa-Supplies most frequently mention credit card, customer service and hot tub. Pool-Spa-Supplies ranks 176th among Spas sites.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
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Hey Brad, we will get your order cancelled and refunded for you. There's a delay with the Gecko/AquaFlo factory currently. They aren't expected in until next week. We apologize for the delay and you will see that refund immediately. Sorry for the phone issue. We switched services recently, due to the pandemic, to get calls routed to various technicians in different locations and there have been some issues with that. I believe they have sorted them out as of today. Thanks, and please let us know if you need anything else.