Complaint Review: Swimming Pools Etc.

How Dare I? Is this Jeff Yurtin, the owner responding to me this way? Cool down and read my final post again. It is specific, factual, and thankful that I finally got my sconces. Anybody with a little humble business sense would take the constructive criticism and LEARN from it and make some changes to their company and MOVE ON!!. Let me set the record straight again.

1. I didn't know that the distributor failed to process my order until June 27th when you guys finally found out! This was five weeks after my order date of May 22nd and four attempts later to find out anything specific, like a failure to process the order!
2. AGAIN Jeffrey, the only messages I got from SPE support was the same d**n auto response email that said we were checking into it and an outright refusal from Aaron on my initial call to him to find out anything more specific. Read my original post!!
3. The distributor never called us and apologized.
4. JEFF, ask Aaron what he said to me when he called last. He said he had a bad week, (not just a day), and was sorry he had taken it out on his customers, and specifically ME!! I told him I accepted his apology and that I just wanted to get the sconces.
5. You NEVER spoke to me Jeff.only once did you call and speak to wife, wining about how I had complained about your company.
6. I am the Customer, there is no reason for me to apologize!! I can't believe you even suggested that! You need to go back to CUSTOMER SERVICE 101!.
7. I can assure you I will not do business with SCP again and trust all level headed people that read my posts and your response will make an informed choice whether they will do likewise.

Have a great summer!
Richard

How dare you...You know that the distributor failed to process your order, we sent the distributor the emails you sent us the same day requesting information and they SCP and Jandy NEVER responded and this is OUR fault. We also had the distributor call you and apologize for their mistake. You make it look like we were the problem and that you said Aaron was having a bad day. I even spoke to you and explained the situation several times. So this is how you apologize to us after we bend over backwards spend hours on this order and have it overnighted FREE of charge. Please take your business elsewhere if this is not good enough for you. Also we were never going to charge you 25% restocking as the products never shipped and we never told you this. Put the blame were it lies with SCP and with Jandy for not processing the order, NOT SPE as WE did our job!

SPE Support.

Happy ending to a frustrating experience. Aaron of Swimming Pools Etc. called me June 27th and apologized for his behavior the week before as outlined in my original post. He admitted he had a bad week and should not have taken it out on his customers. I accepted his apology and stated again all I wanted was the sconces. He said that he and Jeff had contacted the distributor and they had lost the order. They made arrangements to have the sconces shipped out overnight via UPS and they were received the next day. Thanks guys!

Now looking back on this experience, let make a few simple suggestions to SPE.

1. Don't rely on email only for your support department. I sent messages about my situation four times and only once did I get any information other than the auto reply.

2. Had your support department checked with the your distributor on June 12th like I had requested, you would have determined that they lost my order then, and not two weeks later. Had Aaron checked with your distributor on June 22nd like I requested him to do (and he refused to do so), none of these complaints would have been issued.

3. Jeff, I know you have several companies. Everybody is out there selling the same products for basically the same prices. What sets each company apart will always be CUSTOMER SERVICE, EVERY TIME! Good customer service also brings you repeat customers and less headaches. Our pool will be done in a few weeks and we will continue to need products to support and maintain it. Unfortunately, SPE will not be on the top of my list of companies to deal with.

Hope things change for the better! Good Luck!

On May 22, 2006 I placed an order online for three Jandy Sconces from Swimming Pools Etc. using their website www.swimmingpooletc.com (Order # 63994) and was charged $720.95 against my credit card. At the time I placed the order, I noted that they stated on their website that Sconces "take UP TO 2 weeks for delivery". On June 12th, approximately three weeks after placing my order, I contacted their "email" support department to inquiry about my order and was told the following: "The sconces take 2 weeks per Jandy to come in so we can ship them out. They are scheduled to be in any day. Once they do come in they will be shipped via FedEx ground and the tracking number will be emailed to you. "

It had already been three weeks since my order when they advised me of this so why had they not gone out a week before June 12th? I have since made several other inquiries to their EMAIL ONLY support department, including one directed to their owner Jeff Yurtin, and have only gotten their standard "auto reply". On June 22, 2006 I called their 800 number and spoke to Aaron. I asked if he could contact Jandy or their distributor to check the status of my order and see if there was a problem in shipping or placement of the order. He said he would not and that my only two options were to wait for it to come in, with no ability to check on its status, or cancel my order. He then hung up on me while I was trying to explain my frustration.

All I have ever wanted, after first waiting three weeks before I contacted them was to have them check with their supplier/distrubutor to see what the delay is so they can advise me. They refused to do that. Their position is for me to wait indefinitely until they finally come in. My pool is under construction and has been delayed until these sconces come in. Even their Support Auto Reply states that "In most cases we have to contact the manufacture your product is shipping from"....that's what I asked Aaron to do but he kept giving my Two options, Wait or Cancel. If I cancel are they going to charge me a 25% "restocking fee" for something they don't even have in stock??. Jeff Yurtin, if you're still out there, please help! I gave you my order number and have sent a Fed X letter to you last week at your company address describing my experience with your company but never heard back from you. After reading the BBB reports and this website I'm afraid I made a bad mistake. All I want is my Sconces! Now going on 5 weeks for a 2 week delivery claim.
Thanks,