ComplaintsforWild West Pool Supplies

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Attached I have included a *** Time Line. This contains all the information I would like to provide to you in regards to this matter. I believe I attached all the emails communications but if anything further is needed to find a resolution to this matter please let me know. If any questions please dont hesitate to contact me at ************ or *****************

  

  Business response

  06/24/2022

  This customer ordered a very expensive heater. It was shipped and received with no issues. They then installed the part, **and in the process damaged the item**. They then asked us if they could return the part for a refund.

   

  We were not aware of the damage to the heater at that time, and provided a return authorization number and address to send it back to our vendor. Well, our vendor inspected the return as they always do, and found the damage (two separate instances of damage were reported). They declined to accept the return due to this damage. We in turn told the customer we could not provide a refund they were not happy, and threatened to open a complaint with the BBB (which they obviously did) as well as **** "fraud" on their credit card.

   

  This is very cut and dry this person ordered a very expensive piece of equipment, and broke it. THEN tried to return it. That is a very clear violation of our publicly stated return policy: https://www.wildwestpoolsupplies.com/shipping-returns/.

   

  To resolve this, we offered to ship the heater back to the customer free of charge (after the distributor was able to return the equipment to working order). They have not responded. We would be happy to send this heater back to the customer as it belongs to them, but we cannot process this item as a return.
  
  
  Best,
  ****
  

  Customer response

  07/05/2022

  Hello,

  
  

  Im Trying to respond to my complaint case but Im unable to. Please let me know how to respond to my case as I havent had a resolution for this. I dont have a refund nor the part I returned to the company I filled a complain with.  At this point Im out of my money and the part. Please urgently let me know the next step.  The assigned person to this is ***************************************|

  
  

  
  

  Regards,

  ****

  

  Business response

  07/05/2022

  Nothing has changed in this complaint from the last response we submitted. I sent the customer an email on June 13th of this month (he attached this as 'WW Communication #5' in his documents) but he did not respond to that email (or to our company in any other form) about how he wants to proceed.

   

  We can send him this heater back if he would like it belongs to him, he purchased the part, and subsequently damaged it so since we are not able to return and refund the heater, it remains his property. We have offered to ship it back to him free of charge. But he has not responded to let us know how he would like to proceed.

   

  Please advise on whether we should ship this heater back to the customer or not. But, please also be advised, there is no resolution path forward where he receives 100% of his refund -- this is a very clear cut case of our publicly stated return policy NOT being followed, and therefore his order not being eligible for a return and refund.

   

  Best,

  ****

  Customer response

  07/06/2022

  They can ship the part back to me although I still dont believe I should be responsible for a damage part that they sold me. Im sure I will never recommend this place to anyone or buy from them again. Worst customer service and experience. I will not pay for shipping and they need to cover that.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed order #****** for 2 items on May 25, 2022. Items do not show up on "my account" so that I can see if they have shipped or see order status, despite what company states. Reviews are fake. When I emailed after 11 days, it took nearly a week to get a response back after I had to track down a phone number and leave a message. No one ever picks up the phone, and they call back after a day or two. They then reply back and say that they responded back several times via email but "it must have gone to spam" which is false because the first email I received from them did NOT go to spam, neither did the order confirmation. That is just their way of pushing the blame for not responding in time.The issue is that they are now saying that they have not shipped the items because one of them is "discontinued." It's odd that the items I bought were priced at $128.96 and $130.67, with a 10% coupon, and now when I go on to the website even though the item is supposedly "discontinued and out of stock," both items have price increased to $148.96 and $214.92 and they both show "In Stock." This is a Fraudulent and Bait and Switch Tactic, where obviously, even if the item is "discontinued" (which the company sells many products that are discontinued), they have it for sale and in stock but have now decided to increase the price substantially after denying me my sale after several attempts, and my credit card has been charged and I've been paying interest for 45 DAYS! For the company to be considered A+ BBB rated, they need to send me the items I paid for immediately at the price I paid.

  

  Business response

  06/24/2022

  We have been in communication with this customer regarding this order we refunded one part that is no longer available, and the other part was delivered today at 2:41pm via ****** ************.

   

  I believe this should resolve this complaint!

   

   

  Best,

  ****

• Initial Complaint

  06/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed order ****** on June 7th. They emailed me back saying the item was no longer in stock and offered a substitution at a higher price. I told them to go ahead with the replacement. Then I just told them to cancel the order because they are too slow responding. I have to order the part elsewhere.

  

  Business response

  06/14/2022

  Per customer request, this order was immediately refunded in full. This should resolve this complaint.

   

   

  Best,

  ****

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a new pool battery for my pool robot. After the order was placed using a coupon provided by the store. I got a notice saying it was out of stock and no longer available. However did not get a refund. I suggested an alternative item, however nothing has been done. The alterative item has not been sent and no refund has been processed.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  After placing and confirming order I was emailed several days later asking for more money for shipping on the product. An order placed is a contractual obligation on agreed upon products or services for a price. They broke their obligation and would own up to their mistake. I should of received my product, not been told after the fact I needed to pay more.

  

  Business response

  06/07/2022

  Per this customer's request, his order was refunded immediately. We believe this resolves this complaint.

   

   

  Best,

  ****

  
  

• Initial Complaint

  05/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On April 26th I placed order #***** for Part # *****U-LG. Copy attached.When the package arrived it contained Part # ****U . This part costs less and is the wrong size. I ordered a 5 inch suction drain cover and received a 4 7/8 inch suction drain cover. The part number is actually stamped onto the part received, therefore I can prove it is not what I ordered.I have attempted to call Wild West Pool Supplies but NO ONE is every there. I have emailed them and received a response before falling into a black hole. I have not received or been notified that I will receive the parts i ordered. I have not been given a label to return the incorrect parts nor have I been given instructions on how to proceed. What I have been sent are coupons for future purchases implying I should just buy the parts again. This is unacceptable.In the mean time I really need these parts as the drains in my spa are NOT covered. These are simple plastic parts that should not cause a problem except they sent me the wrong ones.I have sent Wild West a copy of the original invoice, screen shots of the part I ordered and the part I received as well as photos of the parts I actually received. Silence. I buy most of what I purchase on-line. This is the worst customer service I have received in more than twenty years. Can you assist ?Thanks very much for reading this complaint. Any help would be appreciated.

  

  Business response

  05/10/2022

  ***** and I spoke on the phone a few times today, and together we have reached a mutual resolution to the problem he was having.

   

  Please confirm with *****, but I believe this complaint should be closed out and marked as resolved!

   

   

  Best,

  ****

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on April 30, 2022 with this company online and opted for the ***** expedited shipping 3-5 days. I payed through after pay so I've already been debited. Come to find out, my order hasn't even been shipped yet and the company is emailing me asking for more than $40 more for my item to be shipped, otherwise they cannot help me because they are a small business that cannot afford it. At this point I've tried to email them back but no response. I feel trapped to pay the extra money at this point because my card has already been partially charged, however I do NOT think it is good business to have a price listed on a website that is more than $40 difference than what it actually costs with no disclaimer. I think the company should be responsible for the shipping because they are the ones who offer the shipping at the prices listed. I simply selected an option that they offered. Furthermore, I payed for expedited shipping because I needed the system within that time frame and now I'm just sitting in limbo. To me it seems like they trapped me in a situation with untrue advertised prices on their website. I'm not at all happy.

  

  Business response

  06/07/2022

  We communicated with the customer what happened regarding this order -- there was an error in calculating the shipping for her part. We resolved this with her direct via email, and the part was shipped May 6th, and delivered May 9th.

   

  This complaint should be resolved by those actions.

   

   

  Best,

  ****

• Initial Complaint

  04/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order number ****** placed on 6/21/21. As of 4/21/22 Received nothing

  

  Business response

  04/21/2022

  Hi ****!

   

  Sorry for the trouble on this order -- we had a couple questions we had been waiting to hear back on so we could get this order finalized prior to shipping. But, I do apologize we didn't get those answered and the parts out to you -- full refund provided, which hopefully should resolve this issue.

   

  Please let me know if there is anything else I can do.

   

   

  Best,

  ****

  
  

*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. ↩