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Complaint Details
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Initial Complaint
07/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a pool cover that states it is for an 18 round pool upon opening the cover it is tremendous and says on the box it fits from an ***** that is a very big difference in size. Upon calling the company and saying this seems odd to have such a big jump I was told that I need to reorder and pay for a new one no returns are to be made just because it was opened. I asked why it is not stated on the website before ordering or state clearly that there is such a big jump in sizing that it is misleading and was told there is a button for returns and I should have reviewed it first. I feel that this should be said about sizing and about returns who in there right mind looks all the way down on a webpage about returns. Who also sells a cover that fits an ***** size pool?? I would like a refund of would like the right size cover shipped to me. I am not asking for anything that is not fair. I am not and will not be stuck with a cover that I can not use for $100
Business response
07/18/2024
It is stated on our website under Returns that no open winter cover can be returned. Our return policy is listed on our site itself. We did offer half off the correct size cover which is what the customer also purchase from us in 2021. Also each cover does list both the pool size and what the cover size will be with the overlap. We did not have to offer the discount but we did for customer service. Included is the page where you purchase from that states cover size and buying tips. At the bottom of every page is ordering & returns and on that page it does state no open winter covers can be returned.
However despite the stated policy on our site if teh customer wants to return it that will be fine. The consumer is responsible for shipping it back as with any of our eligible products for return. The **** is *****. Email has been sent to teh customer for return of the cover price only not handling fee. Will refund once we receive the cover back. This is not our policy and is only be done this one time.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.