ComplaintsforWatson's

• Initial Complaint

  07/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  4/24/2024 I was informed I was a winner of a $500 giftcard from Watsons of Louisville, KY. Watsons holds a pool school promotion every year at pool opening time. They send emails if your signed up to remind you to register for a chance to win giftcards and prizes. I actually won a $100 giftcard a couple years back. This year same reminders and I entered as usual. An email blast is sent telling you to check to see if you are a winner. I did and my name was listed on the website as a $500 giftcard winner. Screenshots attached. Under good faith of having the card mailed to me, I ordered a hot tub cover replacement that had to be special ordered and paid the difference of the giftcard amount to place the order. When the giftcard didn't arrive in the specified time I called the store, I had to do this last time I won too. I spoke to store manager who told me I was not the "***** ****" who had won. Only the name is listed with the prize next to it, just like the previous time I won. He said I had a common name and there wasn't anything he could do about it. When I asked to speak to a district manager or owner and he said the buck pretty much stops with me. There is no listed corp to call and told each store has different owners. I sent an email and was answered they already told me there's nothing they could do. At this point I canceled the order and asked for a refund which I received. I never once actually asked for anything from him other than the giftcard I had won. My wife and I have been loyal customers buying a pool, hot tub, yearly chemicals and much more over the years. Poorest customer service I've received in a long time. I have many years of upper management myself and would never treat anyone how I was treated.

  

  Business response

  07/28/2024

  Hello

  I am writing back in regards to *** ****** complaint.  We have spoke to *** **** on multiple occasions.  

  During our event a ***** **** was chosen as a winner. These winners are picked through our system and are attached to invoices, home address, and phone numbers.  Those customers names are released and the customers are contacted and prizes are then given out to them. 

  We tried to explain to *** **** that there are many ***** ****'s in our system.  We explained that the winners are confirmed and attached to home address and email.  And he unfortunately was not the winner.  This has also happened a number of years ago, and at that time as appreciation we did give *** **** a gift card, even though he was not the winner.  We tried to explain we can not continue to do this.  By that token we feel like we have tried to make ** **** happy in the past. We have also spoken to our corporate office in Cincinnati and they explained as well that there is no room for interpretation as *** ****s information does not match the winners.  We also provided *** **** with a 100% refund on his spa cover, even though our return and cancellation policy states the 50% deposit on special order items is non refundable. 

  The final result was we will not issue a gift card to ** **** as his address, email address, and phone number do not match the winner.  I do wish this decision did not affect *** **** shopping with us in the future.  As we do this event every year where we offer savings and give out prizes, and would wish *** **** luck on winning in the future. 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered a spa from them on 9/30/23, worked with *** ******* We signed all the paperwork, and were provided with an invoice that totalled $7257.97. We have been waiting (patiently) almost 6 weeks for it to be installed. That is what we were told. Today 11/9/23, they sent us an invoice totalling $8678.40 and said there was a price increase. Why didn't they tell us this weeks ago. We cancelled the order and left the store. This was some dirty business tactics on their part.

  

  Business response

  11/10/2023

  Good Afternoon,

  The above complaint is not for this company.  

   

  thank you,

   

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

  

  Business response

  11/30/2023

  *** ****** initially purchased a Hot Tub from us during a special 3 day sale we had. That Hot Tub wouldn’t fit the space he was wanting it placed in. After finding that out he came in and purchased another tub which was smaller, however it cost more than the first one. The reason was the initial Hot Tub was a in stock Hot Tub purchased at a special price and received an additional 15% off the purchase price. When he purchased the second one this 15% discount was left on the invoice in error. The sales associate called to let him know 15% couldn’t be applied since it was for select Hot Tubs during the 3 day sale. I spoke to *** ****** and told him we would honor the 15% off since it was our error. He then decided not to purchase.

  Customer response

  12/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  ***** ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a hot tub from Watson's on 5/15/23. The order consisted of the tub, steps, cover, and cover lift-assist. The tub was delivered on 7/26/23 with a used and incorrect size cover. The issue was reported immediately by my husband and by the third-party delivery person. We were told by the manager that it would be replaced. We have attempted to get a timeline or an update but have yet to receive either. Communication has been terrible throughout the process. All we want is what is owed us, the correct and unused cover for our hot tub.

  

  Business response

  11/28/2023

  After our sales manager had talked with the customer we was able to get a new cover delivered out to the customer. I followed up with the customer today 11/28/23 to make sure everything was taken care of to their satisfaction. 

• Initial Complaint

  05/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We bought an above ground pool on 03/08/2023. We made sure that removal of the existing pool was included in the cost of installation and were told it was by ****** ******* our salesperson. On the invoice it states that "price of install includes removal of existing pool", initialed by *** ******** The installers informed us on 05/31/2023 that they would not remove the existing pool as this was not included in the price. We called Watson's and spoke to the manager of the store and he said that removal is never included in the cost of installation. But again, it clearly states on the invoice that it is. I am terminally ill and not able to do this myself so we will have to find someone else to take care of it. Good luck to us.

  

  Business response

  06/01/2023

  We are very sorry for the misunderstanding and have instructed our contractor to haul off the existing pool for no additional charge.

   

   

  Customer response

  06/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ******* *******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought from Watson’s pools last year. 6/22. We paid for it in full no financing. They sent out this extremely young group of kids to start the job. ***** **** ****  Maybe they know what they are doing. To start they said they would be out around 10 on a certain day. It was 4pm before they came to start. It took another week to get them back out there. It was not level! 4 inches off. Took pictures to prove it. Went to Watson’s and was told that it wasn’t a big deal and that it couldn’t be right. Our kids were playing outside the next day and they found their weed vaps next to the pool!!! Our kids!!!!! An 8 and 11 year old. Drove down there again to discuss this issue. Still nothing. Just they were sorry. Filled the pool, got it going, got in and guess what? They didn’t put down the pad that goes under our liner, that we paid for! Not only that we had massive rocks we were stepping on. Called again to discuss that. I get told it will settle with the weight of the water. These were not pebbles. These were good size rocks that are sharp. Plus no pad under it that I wanted. And paid for! They said they would send someone out this spring to replace the liner and add the pad. Fine. Whatever. Put our deck plans on hold. Fast forward. Called this spring to verify we were still on the schedule. Yes. So we drained our pool…. Someone did come out. He informed me that our pool was not level by 4 inches. Oh wait ??, I remember telling them that. Followed by massive rocks that were on the bottom that supposedly would settle. Also had tried telling them that. He tried to re-level it the best he could. Got it to 1.5 inches. He took photos to send to Watson’s as well. He said we really needed more sand at the bottom. So pad went in and liner. Filled the pool for a 2nd time….. and now we have a leak!!!! So, what now!?! I’m suppose to drain it again, to fix it? Are you really going to fix it correctly this time…. And fill it again!!! For a 3rd time. That doesn’t fix that it’s not level. Or needs more sand. I had to call and put a hold on the deck, again! I am completely over this whole situation! I just wanted a pool for our kids to enjoy and this has turned into the biggest nightmare and headache.

  

  Business response

  05/16/2023

  After Talking with the customer we have agreed to take the pool down and re-level the pool site. We will also be adding any sand that is needed along with the liner pad and new liner. We have also agreed to take care of the water bills for the customer. Unfortunately due to the improper installation by the contractor we have to agree with the customer and want to make sure this pool is properly installed.   

• Initial Complaint

  08/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a leather sectional from Watson's on 08/04/2022 for the price of $3299.00 with delivery on 08/11/2022. The sectional they delivered came with a miss - matched piece (a console that didn't match the rest of the sectional). I called Watson's and spoke to the sale manager, ***** ******. He told me that they would bring out the right one to replace the one I had. Well, they brought another one out, but it was the same as the miss - matched piece that I had, so I called him back. He told me that they have a shipment coming in around September 15th, and they might have the correct match in that shipment but no guaranty. I told him that I really didn't want to wait almost a month to see if they had a match. I told him I would work with him and keep the sectional minus the miss - matched piece if he discounted it, and he said he would check into it and let me know something, but I have not heard anything for several days. Also, when he realized that he might not have, or be able to get the right piece he said the sectional I bought didn't come with two consoles. When I saw it in the store it had two consoles and the invoice that I have says two consoles. It also is supposed to have a matching table.

  

  Business response

  08/25/2022

  I spoke with Mr. ****** today 8/25/22 @ 11:30 in regards to his issue with the sectional. I offered to have a new piece brought out once our shipment arrives (estimated 9/22/22) if that didn't match i would provide a 10% discount or pickup the sectional and refund his money. Mr. ****** preferred not to wait and decided to take the 10% discount. At this time I believe we have satisfactorily resolved this complaint once Mr. ****** receives his refund. The refund will be processed today (8/25/22) and make take 7-10 days to show up in his account due to processing.

   **** *****

  Watsons

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

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

  Customer response

  08/25/2022

  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,
  
  ****** * ****** **
  
  

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