Complaint Review: Pool Deals

On April 19, 2013, I ordered a replacement liner for my swimming pool. I used my credit card to pay for this order and it was charged against my charge card the same day.  On April 24, I received an email from Nicole at Pool Deals stating that the liner I ordered was not in stock, but it was expected in by June 10.  I emailed back stating that I was willing to wait for this liner.

On July 8, 2013, I called Pool Deals to check on the status of my order.  I was informed that the liner still had not arrived and I had asked to modify my order from this liner to another liner that was in stock.  This liner was less expensive and I was told that I would be refunded the difference in price.  As of today, this refund has not been reflected.  I asked how long would it take to receive this liner.  The customer service rep told me I should have it within 7 days. 

On July 18 when I still had not received the liner, I went to the website to use their online tracking.  According to the tracker, the order was still sitting at the warehouse.  I sent an email through their contact us option.  I inquired on when the liner would be sent.  I received a response later that day from Juanita, stating that the liner was "lost" in their shipping dept and that I could either have it shipped now or cancel the order.  I responded that day, stating that if they could express ship the liner and guarantee that I would receive it by July 23 then I would stay with the order.  If they could not express ship the liner so that I could receive by the 23rd, then I wanted to cancel the order.

On July 19 I received an email from Juanita stating that she had "initiated" a cancelation request and that it would take 1 to 2 business days before she would know if it was "sucessfully canceled".  It was further noted that the order was not concidered canceled until I received a confirmation number.  As of today I have not received a cancelation number.  I emailed Juanita back stating that I wanted immediate refund and could not understand why I had to wait so long for confirmation and then a refund, when they had no problem with taking my money on the same day that my order was placed.  My customer service ticket was closed as a response to my email.

On July 27, I sent another email to inquire about my refund.  Since their business offices are only opened Monday through Friday, 9 AM-5PM.  I only want written documentation now from this company because I truly believe that I am going to have to take this company to court to get my money back on an order that has never been fulfilled.