I ordered 3 Hayward LED lights at a cost of over $1000 on January 25,2020. I never received any follow up on this order even though their website indicated that the lights were "in stock". The order wasn't shipped until February 28,2020 and only after I called to complain that they had charged my credit card without having shipped the order. The Order was finally delivered on March 3,2020. One of the three boxes was water damaged and looked like it had been sitting on a wet shelf forever. Unfortunately by the time I received the order I was unable to get my installer out to install the lights until the end of March. Apparently, I ordered the wrong lights (my fault). I contacted customer service and was told that I would be charged a 20% restocking fee. I requested a return shipping label since they were charging me over $200 to "restock" the item. They refused that request. I then asked if I could return them to a store front. They said all of their store fronts were closed due to the pandemic. I was informed that I would have to pay the shipping. I asked them how long I had to return the items. They told me that I had less than a week to return the items. I asked them if they would extend the return time due to the pandemic and the response was:

"You can drop them off at the post office, they are still operational.

Thanks!

Chelsey

Customer Service Department
*******747 x 6
*******@poolwarehouse.com"

I then informed Chelsey that one of the members of my household tested positive for COVID-19 and I could not just go to the post office as she suggested. Her response to my request for an extension of time was simply..."Unfortunately we cannot."

The lack of common sense and customer service is truly amazing given the positive comments posted by most reviewers. As for myself, I would have considered that the customer would have to buy the correct replacement lights and offered some compromise even without the pandemic. This is obviously outside of thinking of this company. When you consider the current business climate (pandemic), it baffles my imagination that the company would not offer some other solution to this situation.

If the response of this particular customer service representative does not represent the company's values, then I would encourage the company to reach out to me for a reasonable resolution of this issue and to counsel Chelsey. If the company does those two things, then I will update my review and my faith in humanity will be somewhat restored. If not, then you should know the company culture with which you are dealing.