I bought the Night Solar Fountain Plus (SKU 16235), AS RECOMMENDED by a Silicon Solar representative when I called their number.
When the pump arrived we opened the box and realized the little house-shaped pump was way too small to handle a pond of our size, but having no familiarity with solar pumps, I thought I should call to ask if it was the right pump. I had read in the email receipt that pond pumps could not be returned if "USED" and knew not to try it out. I also noted that there was a 15% restocking fee for returns.
That same day I called and talked to a female customer rep. She confirmed that it was, indeed, way too small for my pond. Then she informed there would be a 25% restocking fee for returning it. Understandably, I let her know was quite unhappy since I was not only given the wrong product recommendation, but also the email stated a 15% restocking fee. She said that there was nothing she could do and instructed me to send it with an RMA # to the address provided. The percentage would be determined once they received the pump back.
As soon as I got off the phone I carefully disconnected the parts, put them back in the plastic bags and boxes, and repacked it in the big box it came in, which was still sitting in the dining room next to the table. I resealed the box and took it down to the Post Office the same day.
Several weeks later I received an email from Silicon Solar asking me what I wanted to do with the pump. I called Silicon Solar and retold that representative about the bad recommendation I got from the company and the discrepancy in the restocking fee. The female rep said there was nothing she could do and that now I would be subject to a 50% restocking fee. She said guy who received it said the product came back used and it was missing some unspecified plastic packaging. I again asked to speak to a manager and she said the person was in a meeting. I requested she give her a message to call me and she said she'd put it in her notes. And they'd have to decide what they would do.
Later I called back hoping to talk to a manager. Tammy answered the phone and I informed her of my situation. She said she supervised the customer service reps but could not help me. She looked up my invoice number. I ask her what was happening, and to my disbelief, she said, it said in the notes that the product was not returned in its original box. I told her it most certainly was and it was the only box I had of that size so I could not have made a mistake. She insinuated that if it was the original packaging, it would have the Silicon Solar name on it. Honestly, I cant remember if the Silicon Solar name was on the box, but I know with complete certainty, that it was returned in the same box and packaging it came in.
Next, she told me the note said the battery was broken. After several phone conversations, this was the first time I heard it was broken. I never used the battery and so I have no idea if it was working, defective or broken in the first place. But the fact is that I sent it back in the exact same condition it arrived in.
To accuse me for breaking a pump I never used and barely handled or for returning it in a different box is totally outrageous. And, frankly, if I weren't told by your rep to purchase an inadequate pump for my pond's size, I wouldn't have had to return it in the first place.
As for a refund, I haven't seen any check of any amount. One thing is for sure. I'll never do business with this company again.
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