On May 6th I went to Branch Brook to purchase an above ground pool. I knew I would need a small space saver pool to avoid having to due major excavations to my yard. The salesman, Bryant, was helpful and I decided on a 10 X 15 X 52 Deluxe 8000 Oval Pool with a resin deck, all around fencing and a filter package. There was a promotion at the time so I received a $100 in store credit, pool alarm, automatic vacuum, pool light, solar cover and chemicals.
At checkout, I was assisted by Pete, the sales manager and I explained that I would like the pool to be delivered to my home in Vernon. I also confirmed that the items were able to be returned in case I could not meet my township's zoning requirements since I was planning on putting the pool in my side yard. Pete assured me that I could return everything for a full refund within 30 days and I could take all the promotional items with me that day and he would put the delivery order for the pool, deck and fencing on hold until I confirmed with my zoning officer. I agreed, and Pete told me to just call to have the order taken off hold and I would only need to return to the store if I had to return the items I was taking with me that day.
On May 10th, I called and Pete was not in, but Jason assured me that he could help me and put the order through for delivery within 10 days. I also told Jason that I was going to cancel the deck and fencing and change to an entry ladder. Jason said there would be no problem and he would handle everything with the finance company.
I had the install date set as June 11th, and by June 1st I had yet to receive the delivery, so I called Branch Brook and Jonathan told me he was the store manager and would look into my order and call me back. Jonathan never called me so the next day I called him and he told me Jason never submitted the delivery order. Since it was almost time for the store to close Jonathan told me to call him the next day so he could take care of everything. I was beginning to get very frustrated because I thought Branch Brook should have been calling me to fix their error, especially because it is nearly impossible to get through to the store because the phone is always busy.
I called again the following day and Jonathan said he submitted the order, but he could not guarantee that the deck and fencing would be cancelled. He then told me he would trust that I would be honest and return them if they were delivered. I would certainly not keep them, but I was not going to physically return them to the store after paying a delivery charge for the wrong items and Jonathan did not know if my ladder would be delivered. Before I even asked him how he found that acceptable, I wanted to know what the delivery date was and he replied that it would hopefully be on June 15th. I told him that was not an option because the installers were coming on the 11th and this was the store's error and I would need him to expedite the delivery date. Jonathan told me to call him the next day and he would work on it The next day I again called and after several hours of hearing a busy signal, I got through. Jonathan said he was going to rent a truck himself to get the pool and ladder delivered because of the mistake and he would call me back with more info on the delivery.
I thought I was finally making progress, but when Jonathan did call me back, he now wanted me to pick up the pool myself! I was so upset that my husband said he'd go get the pool on Saturday morning. Jonathan said he would refund my delivery charge, which he should have offerered to do anyway because of this fiasco Branch Brook caused. Saturday arrived and when my husband was on his way to the store, I was able to get through to the store and reminded Jonathan that we needed the pool and ladder and Jonathan said he had everything waiting for us, but when my husband got home we realized that there was no way that the ladder was in one of the 6 boxes we were given! I didn't even bother to call and complain because if Branch Brook would not make a decent effort to get the pool to me, I knew the ladder wasn't going to motivate them, so I went to the store the following day to pick up the ladder and get proof that my delivery charge was credited as well as the deck and fencing, I wasn't very suprised that my delivery charge was not credited and I was just glad to get the ladder and hope that would be the end of my realtionship with Branch Brook, but as I found out when the installers came it wasn't because I was never given my filter and pump. I should have received those on May 6th when I made the initial purchase, but I was given so many boxes and they all just said Naamco or Branch Brook so I never knew the filter was not there because I could have gotten it one of the two times I had to go to the store to pick up my own merchandise.
Since the installers were putting up the pool, I drove to the store and when I got there they did not know if they had one in stock, but they told me they would give me someone else's filter. I then reminded them that my filter should be there because it was never given to me and I was really fed up with the lack of accountability from everyone in the store. I also told them that my mistake was putting up with it because they are no longer the only game in town, as they were years ago. I chose Branch Brook because of the quality products and good reputation they used to have, but now I will either pay more for chemicals and supplies from my local pool supply store or take my chances with the one brand of chemicals and supplies that are stocked on the shelves of several major retailers these days.
Branch Brook caused this error and never tried to work with me to correct their mistake. I was more than reasonable and patient with them and tried to work with them. I never demanded any compensation or freebies from them, but, the next customer they treat like this, should try to get all they can because they stop caring about their customers before the ink is even dry on the invoice or receipt. This is one company I won't be sorry to see get run out of business by a big box retailer like Walmart. They should change their name to Branch Crook Fools because once they get your money they don't care how they treat you.
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