On May 22 I placed an order online for three Jandy Sconces from Swimming Pools Etc. Using their website www.swimmingpooletc.com (Order # 63994) and was charged $720.95 against my credit card. At the time I placed the order, I noted that they stated on their website that Sconces "take UP TO 2 weeks for delivery". On June 12th, approximately three weeks after placing my order, I contacted their "email" support department to inquiry about my order and was told the following: "The sconces take 2 weeks per Jandy to come in so we can ship them out. They are scheduled to be in any day. Once they do come in they will be shipped via FedEx ground and the tracking number will be emailed to you."
It had already been three weeks since my order when they advised me of this so why had they not gone out a week before June 12th? I have since made several other inquiries to their EMAIL ONLY support department, including one directed to their owner Jeff Yurtin, and have only gotten their standard "auto reply". On June 22 I called their 800 number and spoke to Aaron. I asked if he could contact Jandy or their distributor to check the status of my order and see if there was a problem in shipping or placement of the order. He said he would not and that my only two options were to wait for it to come in, with no ability to check on its status, or cancel my order. He then hung up on me while I was trying to explain my frustration.
All I have ever wanted, after first waiting three weeks before I contacted them was to have them check with their supplier/distrubutor to see what the delay is so they can advise me. They refused to do that. Their position is for me to wait indefinitely until they finally come in. My pool is under construction and has been delayed until these sconces come in. Even their Support Auto Reply states that "In most cases we have to contact the manufacture your product is shipping from"... That's what I asked Aaron to do but he kept giving my Two options, Wait or Cancel. If I cancel are they going to charge me a 25% "restocking fee" for something they don't even have in stock? Jeff Yurtin, if you're still out there, please help! I gave you my order number and have sent a Fed X letter to you last week at your company address describing my experience with your company but never heard back from you. After reading the BBB reports and this website I'm afraid I made a bad mistake. All I want is my Sconces! Now going on 5 weeks for a 2 week delivery claim.
Thanks
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