ComplaintsforWild West Pool Supplies

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 10, 2024 I ordered Part number ************. It is a Jacuzzi ****** Adapter for what was my pool's sand filter. It was order via order #****** for $55.83 with a $5 discount. The total for my order was $64.43 USD. I received this part and it had some sticky putty stuff on the top of the ****** and it appeared to have something in the inserted threaded nuts. I did not try to install this item, as it appeared to be used from this company.I contacted the company, per their return policy to obtain a RMA - Return Material Authorization. The company sent me via email the requested ***, after chatting with their Online Customer Support Chat person. I explained in detail that this part appeared to be used and that I did not try to install it. The *** instructions stated that it would be returned to inventory.I then get an email from this company stating that I needed to verify that I didn't install it - because they said it looked like someone had enstalled bolts into the bolt threads. There have been a few emails back and forth between me and this company, but they are telling me that they have scrapped this part and because I was out of the country, i will not get a refund. This is not acceptable for treatment of a customer. I did not do anything wrong, but am being treated like it is my fault. Please help me reach out to this company and demand that they provide me with a refund for my original amount plus my return shipment fees ($15). Thank you. *****

  

  Business response

  09/24/2024

  Hi *****,

  Apologies for the delayed response. And apologies for the runaround you've been given here... Some of our distributors can be quite a pain to deal with.

  I've refunded your order in full. Please let me know if there is anything else I can do to assist.

   

  Best,

  Mark

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered some pool speakers but ended up getting spealer covers on April 12. I requested a refund and was issued an RA but had to pay for the return. The returned was received May 2de and i have had 5 emails exchange asking for my refund. The response has been identical. "We are waiting for confirmation from our wearhouse" then after sending proof of delivery " we are waiting for a refund notification from account" but went back to "we are waiting from a confirmation from the wearhouse" after my 6th email. It's clear that i am getting the run around and will never see my refund.

  

  Business response

  06/06/2024

  This order has been refunded. We do apologize for the delay, we just have to wait for our distributor to process the refund before we can pass it along.

  Please let me know if I can assist in any other way... thank you!

   

  Best,
  Mark
  

  Customer response

  06/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My order # is ****** I ordered 5/ ****** after tax and shipping they are $26.92 each making the total $134.62. This took place on 1/17/2024 They took the money at the point of sale and that makes it a binding contract that they can provide those items to me. They sent me an email and said that sorry they are not in stock, and the price may go up according to the manufacturer when they ship. I informed them that it is against the law to advertise one price take you money and they try to raise it when they ship it. They kept my money and said they would ship when they come in stock. I was at first emailing ***** and then ******. Today 2/28/2024 I emailed ****** because the website says in stock and he stated still not in stock do you want a refund. I said no please fulfill my order when in stock. Then I had my husband call Wild West Pools number today right after the email correspondence with ******. He asked about the product like he wanted to purchase the same items that are on my order. They said sure we have 15 in stock but you have to order online. They have had other complaints this year about bait and switch on price of products listed and ordered. And when you call they know what is in stock. They have been lying to me since January 17, 2024. This company needs to stop their dishonest business practices. They are taking peoples money at the time of order. I order from online companies all the time. I have never run into this dishonesty before. They need to be stopped with their lies, dishonest prices and in stock knowledge. They have stated several times they do keep the product I ordered have in stock. The person whom answered today stated they are ******************************************************************************************* January and they have leader products they try to switch the price on once they take you money. **** whom is the owner can stop this dishonest practice. This is the 10th complaint just this year.

  

  Business response

  03/28/2024

  Hi ****,

  I do apologize for the trouble here. As we informed you, we had to place this as a backorder, as our distributor did not have any stock in hand at the time of your order. We were given the green light to do this.

  I do see that this part recently came back in stock, was shipped, and it was delivered last Monday.

  I know delays are terribly frustrating, and I sincerely apologize for the trouble is there anything else I can do for you? This is ****, the owner. I'm happy to help if I can, please just let me know.

   

  Best,

  Mark

  Customer response

  04/04/2024

  At the time of you message I had received nothing on my own from Wild West Pools. It looks like two days ago, they indicated that it was sent out. I am out of town for the Holiday and will have to send someone over in a few days to see if they sent the correct parts. Some of the other complaints on BBB were that when they received their parts finally and they were not the correct part. I appreciate your followup and will answer if it is resolved when I can get the package myself or by someone else and confirm the contents. Please do not close the case until I have done this. I have waited for two months for Wild West Pools action and they can wait for a few days for my confirmation of receipt of product.
  
  Warm Regards
  *****************

  

  Business response

  04/17/2024

  Hi Loni,

  Totally fair on wanting to wait and double check!

  I am just checking in on you (if you're back in town now) to make sure you received the correct part... please message me here or send me a direct email to ******************************* (I am the owner) if I can do anything else for you. Thank you so much, and I apologize again for the trouble.

   

  Best,

  Mark

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Replacement Spa Control panel 53189-01 ordered 6/30/2023. Part ordered was unavailable complete but replaced with ********************** Rectangle Keypad @ $185.83 7 Button Balboa VL701S Keypad Overlay @ $18.74.Unit received and installed working properly until 11/22/23. Contacted wild west sales (*****) and received a response 11/23 that it would be passed on to the "spa experts". Received an email from the experts that day requesting additional information which was provided. I requested instruction for any troubleshooting that they may want to confirm the unit will no longer lower the temperature or change modes between std, economy and vacation. Temperature is stuck at 104 degrees. Followed up the 29th, replied that they were waiting on the distributor. followed up again the 8th of December, still waiting on a response from the distributor. Now 7 weeks later I have received no communication from a distributor or wild west and still have a hot tub stuck at ****************************************************************************************************************** ***********. Waiting on the distributor is a wild west concern. Especially on a $200 item! I need a replacement part to properly control my spa please.

  

  Business response

  03/29/2024

  Hi ******************** the owner here. I'm terribly sorry for the delay and the ensuing frustration, I completely understand it.

  I called and spoke with our distributor this morning, and have told them to go ahead and send you a replacement unit *prior* to receiving the defective unit back. So we should have tracking information out to you shortly on that new unit, and please just send the old one back once you've got them swapped out!

  I'm always here to help ******************************* is my direct email, though you should be hearing from my team soon at support@.

  Have a wonderful weekend and let me know if I can do anything else for you sir. ****************************************

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a product on line. It was wrong part and I received a RMA and returned it the next day. The product was never used. They said the product was dirty and missing a s**** It was shipped to me the same condition I returned it. They are looking for reason not refund money.This company is shipping used product and not taking it back and blaming to customer.

  

  Business response

  12/29/2023

  We are only able to go off of the information provided to us by the distributor who shipped the original part (which was certainly new). They declined this return due to attempted installation.

  However, we understand that they do make mistakes, and we will issue a full refund for this part. Our customer service team will be in touch with the customer to facilitate this refund.

   

  Best,

  Mark

  Customer response

  12/29/2023

  one part was never taking out of package and one was reviewed and notice the product was not correct.

  they claim product was used which is false. It was received same condition in was sent back the next day. They have not refunded on both parts which I paid for freight both ways. 
  

  You cant post reviews on their website. If you can they make it hard so they have false websites reviews. 
  just look at other platform's reviews on this company. 
  

  ps. I have never contacted BBB or other reviews site to complain before, thats how bad I think this company lies on not taking returns. 

  

  Business response

  03/22/2024

  Is the customer's order #******? I'm not pulling anything up by his email address, it appears this is the correct ID however.

  If not, please provide it and we'll look into this. If so, the customer has received a refund already for both of the parts he ordered, less the amount for shipping, which is not refunded. We are not entirely sure what the remaining complaint is here, given the refund has already happened. Please provide further details and we'll be happy to look into this further.

   

   

  Best,

  Mark

• Initial Complaint

  12/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a circuit board that states on their website it has a one year manufacturers warranty. No other warranty info is listed and they even say on the site it's the best warranty on the market. After 5 months of working the board burnt up. They say the warranty doesn't cover this. Nowhere does it list what the warranty does or doesn't cover. They tried saying Nuts were to tight from pictures that don't even include the nuts. Regardless what this issue is, with just a broad 1 year warranty it should be covered Regardless. In good faith I ordered another board. A week after getting it and the warranty being denied I no longer want to do business with them so I submitted a request for a refund on the new board. They are now saying they can only give me store credit. I don't want store credit as I no longer care for them.

  

  Business response

  12/21/2023

  Hello,

  This is ****, the owner of the company. I spoke with ******, and they said they denied this request due to improper installation, which is not covered by warranty.

  That said, I understand the situation so *WE* will provide a full refund on the first board. I hope you will find this satisfactory. (I have just informed my support team this is how we should handle this, so you will be hearing from them shortly).
  

  However, I would not recommend returning the board you currently have installed and is working correctly... we are of course happy to submit that for a return as well, but it seems possible we would run into the same board/installation issues.

  Please keep that one, and send me an email directly if you run into any issues with it, and I will work with Balboa directly on it myself ********************************

  I am always happy to do everything I can to help in these situations. Please send me an email anytime.

   

  Best,

  Mark

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order ****** Policy states that within 30 days of purchase if the item is new it can be returned for full refund. Ive been trying to return my product for over 30 days now I contacted them three days after I ordered the item. I simply want to return it for a ref. But now over 30 days they telling me they have to contact the supplier and I have to deal with their supplier directly. However I didnt make the purchase from the supplier. I made it from them they should refund my money. Now most recently theyre telling me to contact the supplier and file the warranty claim. The problem is Im not trying to file a warranty claim. Im trying to return an item I purchased according to the return policy..They emailed me several times saying that they were processing my return and refund and it has been issued up to upper management for my refund. Continuing to tell me a refund. However, now theyre telling me contact the manufacturer for a warranty that is not the case that is not been my request that is not what I want.

  

  Business response

  10/05/2023

  Hello, this is **** the owner. I am so terribly sorry for this experience... we bought this item from Poolcorp, one of the largest distributors in the US and we cannot get them to respond to this request at all.

  We have been trying, that is what the delay was on our end. I do apologize about that.

  However, them not responding to us, is not your fault. And therefore, we will not hold that against you we will authorize a full return & refund here, and I'll deal with them directly on this one.

  I do apologize again for the delay... ****** on my team will reach out to get this resolved.

   

  Best,

  Mark

  Customer response

  10/05/2023

  mark

   

  thank you for your response. 

  I would greatly appreciate the full refund. Thank you very much. I will be happy with that. If you could do that immediately, I would appreciate it.

  I have written your company over 37 times in the past month and getting a runaround from the customer service. I think thats been.

  Just to give you a little bit of feedback on what was going on and maybe itll help you improve your business structure

  The issue is the poor communication. your saying its pool Corp I got a message from ****** the other day he was telling me I had to call Maytronics.

   

  As I said to them, and I agree with you, that is between you and your third-party vendor, not between me and your third-party vendor, I purchased it from you Im dealing with you

  
  The problem is when I called Maytronics  to try to deal with them. They tell me that serial number is not theirs and is not their product theyre telling me its an OEM so you just confirmed what theyve been telling me

   

  so I think you need to communicate with your staff on their responses and communicating to you whats going on.

   

  It should not take a month to get a response from somebody. I wish that somebody would afforded this message to you earlier.

  Please take a moment if possible and see the communication between me and your staff and the 30+ emails that have gone back-and-forth and for the past seven days now since last Friday I have not heard a response Ive emailed your company four more times

  Thank you very much for your time and taking the time to respond. I really appreciate it. I look forward to getting the full refund immediately. Thank you.

   

  

  Business response

  10/06/2023

  I completely understand the frustration. We suffered a bit in this particular scenario because we were simply relaying what we heard from Poolcorp (they were the folks that had us instruct you to call Maytronics), which was obviously incorrect. We absolutely should have verified that information before passing it along to you, and *even so*, as you pointed out earlier... that is not your fault or problem.
  

  SO, all that to say, yes we should have handled this much differently, and you absolutely suffered as a result. I am terribly sorry for that. We will learn from this and do better.

  Completely understand if you choose a new vendor for your needs in the future, but please feel free to send me a direct email anytime, if I can ever be of service.

  I have also spoken with ****** today regarding this refund, which he is processing, and will be in touch separately on.

   

  Thank you for working through this with us. I apologize again it was so hard to do so. I hope you have a wonderful weekend.

   

  Best,

  Mark

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pool automation system that was never received. ******** claims the item was lost in shipment but will not issue a refund. In telephone conversation with *****, only a shipping label was created and the item was neither dropped off to ***** or picked up by *****. ******** states they filed a claim with ***** but I have to wait for them to be reimbursed before they will reimburse me. The timeline is open ended and I do not believe I will ever get my refund for $902.77. ******** did not offer to sent a replacement. **************** has not been satisfactory.

  

  Business response

  09/25/2023

  Hi We are in communication with this customer. They are correct that they are due a refund, but the distributor has not yet processed the return. They are working against a major backlog.

  We have alerted the customer to the delay, and completely understand their frustration. If we cannot get resolution from the distributor in the next few days, we will process the refund early for the customer.

   

  Best,

  Mark

• Initial Complaint

  07/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a valve body from Wild West Pool Supplies on May 25th 2023. Upon receiving the valve body, I opened the package and realized that I had ordered the wrong part when I compared it to the old one I was replacing. Oops! I reached out and organized a return. Wild West declined to issue a refund on the ground that the part had attempted to be installed, disqualifying it for restock. When I asked for specifics as to how they came to this conclusion, they provided me with no explaination or evidence to support their claim. This is because I did in fact not attempt to install the part. The box was open and the part removed, but that was not grounds for rejection per their policy.

  

  Business response

  07/17/2023

  We worked with the customer on a resolution here... we shipped the item back to him, which he agreed to keep this should resolve this complaint. Thank you.

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a purchase with the company. unbeknownst to me because of my purchase amount a signature was required. This information was not provided when I made the purchase. being a working individual I am not home during delivery hours. I requested to have the package held at the nearest ***** store. That was declined. attempts to deliver to my home during the day hours continued, then it was shipped to a ******** ***** location to be held for pick up. However I live in Georgia. This has been going on for over two weeks. I have not received my purchase. Now I have been told once the items are received back to their warehouse from the ******** ***** location where it is currently being held (not by my request) I am then able to get a refund. This charge is in a substantial amount holding on my account. I either need the product or my money released asap on my account.

  

  Business response

  07/17/2023

  We worked with the customer to have a second package re-shipped so they could pick it up. We are happy to report they were able to do this, delivery successful!

  Customer response

  07/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  //I did receive the package that was eventually held at a local ***** store.//

  
  Regards,
  
  *********************
  
   

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩