CHEAPPOOLPRODUCTS.com
Web-based swimming pool equipment and supply vendor in New Jersey
[email protected]
http://cheappoolproducts.com/
Problem: Cheapppoolproducts.com shipped the wrong item and will not issue a refund.
Complaint
1. I ordered part no. AL30 (a deck anchor for 1-1/4" tubing) from cheappoolproducts.com in early July and they promptly charged my credit card on 7/9/04, but I did not receive a package from them until late July.
2. After I opened the package I discovered they shipped the wrong part. I tried to notify them via the phone number listed on their web page (1-800-990-8595) "to speak with an expert", but repeatedly no one answered and I was forced to keep leaving messages that we never returned.
3. I submitted a return request form (RMA form #7777) on 7/25/04 following directions as stated on their web page, but I did not get a response back within the time specified on their web page, "We will review your RMA request and get back to you within two to four business days."
4. I sent a total of four more emails to cheapppoolproducts.com to request information on how to return the part and receive a full refund, but in response I received emails such as these:
4A)
Subject: About Your Order #: 1230877
From: [email protected]
"This is your order as it came in to us [ 2288877 ] AL30 Alumnium Deck for Anchor 1 1/4" Tubing
Thanks again for shopping with us."
In response I replied, "Yes, I am aware of what I ordered, but cheappoolproducts sent us anchors for 1-1/2" aluminum tubing i.E., the measured inner diameter of the anchor is 1-1/2" not 1-1/4". Again, please provide instructions on how to return this incorrect item at your cost. Please issue a full refund for order #1230877 immediately."
4B)
From: Steve Merillat
Subject: RE: About Your Order #: 1230877
"The last e-mail I got from you it sounded as though the 1/14 was incorrect, I will take care this on Monday. Thank you. Steve"
In response I replied, "I have already requested to return the incorrectly shipped part (i.E., ordered AL30 = 1-1/4" anchor -but cheappoolproducts sent 1-1/2" anchor) over 10 days ago via cheappoolproducts web page: RMA form #7777 on 7/25/04. Again, please provide instructions on how to return this incorrect item at your cost and inform me when a full refund for order #1230877 will be issued.
5. To my surprise, cheappoolproducts ignored my repeated requests for return and apparently sent the correct item based upon the following email.
From: Steve Merillat
Subject: RE: About Your Order #: 1230877
"Bel Aqua is shipping the correct item out to you the AL30 it was their misstake. They said keep the order you have you don't have to return it. You will not get charged anything extra. Thank You, Ann."
In response I replied, "Ann, Since I sent in a RMA form #7777 on 7/25/04, and did not receive any useful feedback until today, I have found another alternative. As I requested before for the third time: "provide instructions on how to return this incorrect item at your cost and inform me when a full refund for order #1230877 will be issued."
6. I continued to send emails to cheappoolproducts, until I received the following email from them:
From: Steve Merillat
Subject: Re: FW: About Your Order #: 1230877 - Steve Merillat (4th request)
"we already sent you an email saying to keep your old ladder cups and we sent the right ones out you should have received the right ones by now they were sent out a while ago. It, s not nececary to send repeting emails."
In response I replied, "We have not received anything, and as of last Friday (8/27/04), we have moved from that home. You should be able to confirm that the resent order never arrived before 8/27/04. The length of time it has taken to resolve this situation is unreasonable. We notified you the part was not correct on 8/2/04, and additionally, it took over a month to get the original part, which turned out not to be correct. Your website boasts 3 day turnover. Again, please let us know when and in what form our refund can be expected."
7. It is now October 16, and after repeated emails to cheappoolproducts.com, they continue to ignore the problem.
It is not clear why CHEAPPOOLPRODUCTS.com has not resolved this issue if they are a reputable company. It was brought to their attention almost 3 months ago.
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