ComplaintsforAquaMarine Deck INC

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A product was paid for in full on April 30, 2024 in the amount of *******. The product had to be approved by me before making and shipping the product. After the preview was received, I decided to cancel the item because the company wanted to add a significant charge to make adjustments to the product. Once I found out that the product was going to be an additional 400$, I decided to cancel the item prior to the item going through production. I have numerous email correspondence and spoke to several of the company employees about this issue and having a refund initiated. No one ever mentioned that I would not be receiving a Full refund. Yesterday a partial refund of ****** was credited . I would like my additional ******. I did not receive any product and was never told of any fee, nor did the website explain any fee.

  Business response

  07/11/2024

  To Whom it May ************************************************** sent in a digital file for us to price. When we priced the file, we try and use the least amount of material as possible. This helps save on cost and machine time. Once **************** received the proof, she requested changes that caused the material usage to increase. We had to notify her that these changes increased the price. Once we did, she was not willing to pay for the additional material that those changes caused. She did ask for a refund. 

  On our company website, it clearly states the refund policy. We did refund her $886.88. We charged a 30% fee for the work we had already put into her order. 

  Also, we received notification that she did a charge back on her credit card on 7/7/24. We issued the refund on 7/8/24. So, now the credit card company took back the total amount of $1266.88 AND she received $886.88 from us. Then on 7/9, after receiving the $886.88, she made a complaint to the BBB that she did not receive a full refund. 

  Refund information can be found here: **********************************

   

   

  Customer response

  07/11/2024

  FACTS
  April 30 Paid 1266.88

  June 6 received proof

  June 12 unhappy and canceled order asking for a COMPLETE refund with my original receipt attached that has no explanation of any fees  if canceled. The response to the email was OK I will submit to accounting

  June 18 I email asking the status of my refund

  June 20 called talked to a staff member to verify that I would like a complete refund with no one ever mentioning that I would not be receiving a complete refund

  July 1 emailed again asking the status of the refund

  July 3 their response was they were looking into it and sending it to upper management

  July 8 I finally received a partial refund of 886.88

  July 9 filed a complaint with the BBB and retracted my payment through my credit card explaining that I was still entitled $380.

  It was not my intention to receive an Additional credit of 1266.88

  The policy noted in your response was not on the website when I ordered nor is it stated on my receipt . I researched the site  prior to canceling.

  Business response

  07/22/2024

  *********** Decks policy for refunds is 50% of the cost due to custom purchase of the product.  *********** Deck offered customer 30% refund and did honor this refund. Customer noted she did received a partial refund of $886.88. However, the customer called the credit card company and received a $1266.88 refund in addition to *********** Deck already refunding $886.88.  Please see attachments of further documentation. 

  Customer response

  07/22/2024

  I have attached my receipt of payment. There is no explanation of any fee associated with a cancellation of a product that was never made. I have informed the credit card company that they have refunded me an excess amount, and they have intern corrected the mistake by issuing the correct amount back to aquamarine decking. I have only received the credit for what I have paid in the original receipt. 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the flooring for my boat off of the color swatch they advertise which was Walnut with Cashmere trim and the flooring I received was five color shades lighter. I asked them repeatedly to rectify and they offered 50% off if I re-order an entire new boat floor. They are still telling me I have Walnut but when you look at what I received and the example advertised on their site that is not correct.

  Business response

  02/14/2024

  RE: Complaint ID ********
         ***************
  
  
  Company:  ****************, Inc.
                    ***********************************************************************************
  
  
  To Whom It May **************************** are responding to the complaint of 21290038.  **************** did receive the customer's email that he was not happy with the color he chose at time of purchase by reviewing colors on our website.  We did offer to help him by offering to repurchase the material (in a different color) at a significant discount of 50%.   Each and every order is custom made, with the customer choosing the color and pattern for their decking material.  As a company, we feel this is more than generous. It is the customers responsibility to do the due diligence of reading the disclaimers and return policy.   
  
  
  
  
  Complaint: Complaint Details:
  I purchased the flooring for my boat off of the color swatch they advertise which was Walnut with Cashmere trim and the flooring I received was five color shades lighter. I asked them repeatedly to rectify and they offered 50% off if I reorder an entire new boat floor. They are still telling me I have Walnut but when you look at what I received and the example advertised on their site that is not correct.

  
  Response To Complaint:
  1. On our website, under Available colors, we do have a disclaimer that states" Depending on your monitor color settings, colors may vary in person": 
  Here is the link to the color page: **********************************************
  
  
  
  
  2. On our website, it clearly stated that these are custom orders and can not be returned. 
  Here is the link to the FAQ's:  **********************************
  
  
  
  
  
  
  
  
  
  
  Please let me know if you have any further questions or require any additional information. 
  
  
  
  
  *****************************
  CEO and Owner of ****************
  ***********************************
  
  
  

  Business response

  02/14/2024

  RE: Complaint ID ********
         ***************
  
  
  Company:  ****************, Inc.
                    ***********************************************************************************
  
  
  To Whom It May **************************** are responding to the complaint of 21290038.  **************** did receive the customer's email that he was not happy with the color he chose at time of purchase by reviewing colors on our website.  We did offer to help him by offering to repurchase the material (in a different color) at a significant discount of 50%.   Each and every order is custom made, with the customer choosing the color and pattern for their decking material.  As a company, we feel this is more than generous. It is the customers responsibility to do the due diligence of reading the disclaimers and return policy.   
  
  
  
  
  Complaint: Complaint Details:
  I purchased the flooring for my boat off of the color swatch they advertise which was Walnut with Cashmere trim and the flooring I received was five color shades lighter. I asked them repeatedly to rectify and they offered 50% off if I reorder an entire new boat floor. They are still telling me I have Walnut but when you look at what I received and the example advertised on their site that is not correct.

  
  Response To Complaint:
  1. On our website, under Available colors, we do have a disclaimer that states" Depending on your monitor color settings, colors may vary in person": 
  Here is the link to the color page: **********************************************
  
  
  
  
  2. On our website, it clearly stated that these are custom orders and can not be returned. 
  Here is the link to the FAQ's:  **********************************
  
  
  
  
  
  
  
  
  
  
  Please let me know if you have any further questions or require any additional information. 
  
  
  
  
  *****************************
  CEO and Owner of ****************
  ***********************************
  
  
  

  Customer response

  02/14/2024

  This is in response to *********** Decking's remarks, apparently they can send ********* and the customer is stuck with it or can re-purchase and try there luck again. If any logical person looks at the photo on their site and what I received they would have an issue with it. I asked six different people if what I received was even close to the illustration on their site and not a single one thought I received the correct color. In my opinion they are getting these sheets in bulk from an out of country vendor and ***********'s are probably off.
  Complaint: 21290038
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business response

  02/20/2024

  In response to the rejection: It clearly states that colors vary on the website. The customer could have asked for samples prior to the material being produced, but did not ask for samples. We produced his order in a timely manner and gave him what was requested. I apologize that the color was not exact, but again, it states colors may vary based on computer monitor settings. The customer ordered walnut/ cashmere and received walnut/cashmere. We are not at fault for producing the order based on the color the customer choose. 

   

   

  *****************************, 

  CEO and Owner of **************** 

  ************

   

   

  Customer response

  02/20/2024

   
  Complaint: 21290038
  
  I am rejecting this response because: *********** Decking, advertises attractive colors but send's completely different colored flooring as advertised on their web-site. If it was even close I would be ok, I am not un-reasonable and there is not a single person I showed this to that believes what I received is what they advertised. Now they have our money and they apparently don't care about anything except selling mis-colored expensive flooring and letting their customers know it was their fault for not realizing that the flooring you paid for could come in *********. And if you don't like it you can re-purchase at a discount. If you look closely at the photos I sent the color that matches what I received is where they trimmed the flooring and the beveled edge is what I received not the base color of Walnut.
  
  Sincerely,
  
  *********************

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