My wife and I had planned a gala party for our daughter's third birthday on August 16th. It was to be a Snow White and the Seven Dwarfs theme. It was my daughter's wish to have ice sculptures of Snow White and the Seven Dwarfs a week before before her party. We became panic stricken when we could not find a local ice sculpture company to do the job.
Finally, on the 10th of August, we found Real Kool Express Ice Sculptures that could turn the job around in 2 days, at a cost of $8500. We were thrilled, our daughter's party was saved. The Sales Rep offered us 2 options, they could build the ice sculptures on the 14th and 15th and ship them on the 15th via express 12 hour delivery at a cost of $1900 for arrival on the 16th or build them on the 11th and 12th, and ship them standard on the 12th with an arrival date of the 16th. The cost of shipping for option 2 would be $150.00.
I asked how they would hold up in the Arizona and SoCal August heat. They told me they had never had a problem with option 2. The sculptures would be put in styrofoam coolers and shipped via UPS ground.in order to keep our already high costs down, we went with option 2.
The 16th finally arrived, my daughter was bursting with excitement knowing the sculptures would be arriving that day. At approximately 11AM, two hours before the party, UPS arrived and dropped off 8 coolers. We excitedly opened the larger cooler presuming it to be Snow White. Imagine our shock and disappointment when all that was in the cooler was 8 inches of water with a Tiarra floating around in it. We then opened the rest of the coolers. The situation was identical, a pool of water in each cooler with dwarf parts floating around. My daughter was so upset that she reached into Doc's cooler and stomped on his glasses. My daughter was absolutely crushed. Her dream party was ruined.
The next day, I called Real Kool and spoke to a CSR to inquire about a refund. They told me that they did not give out refunds on option 2 shipping between May-Oct. I explained that the Sales Rep said that they "had never had a problem option 2." The CSR then told me it was true, they never did have a problem with option 2, as I was, and I repeat verbatim, "the only retard to ever use option 2 between May-Oct."
It was NEVER explained to me by the rep that option 2 voided the warranty. Real Kool is a real ripoff.
Stay Away!
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