Complaint Review: Doheny's Water Warehouse - Kenosha, Wisconsin Nationwide

I ordered and received a Solar Cover Reel from Doheny's back in June of 2008. I received the item a few days later - as promised - and made preparations to assemble the item. Much to my annoyance, there were no assembly instructions included with the product. I immediately searched their web site for information and did not find what I needed and then called the company. The operator told me they did not have the information and referred me to the vendor that supplied the product.

I then called this other company, who told me they did not manufacture this product. I called Doheny's again to inform them and was told someone would call me back with information. I waited an entire day and when I did not hear back from them, I figured out how to assemble it- as best I could - and completed the job.

I used the Solar Reel a few times and couldn't help thinking that it didn't seem right and shouldn't be sagging in the middle or falling in the pool everytime I tried to reel in my solar cover. On June 30, 2008, I called Doheny's and explained to the representative my dissatisfaction with the item. I stressed how it came with no directions, was not working as advertised and that I wanted to return it.

She told me that I should return it and that I would receive a full refund for the product AND for shipping. I was a little surprised by that because their web site and their catalog both state that Doheny's company policy is NOT to reimburse for return shipping.

Subsequently, I managed to find appropriate shipping materials to return the items -- several five-foot aluminum poles, plastic handles, etc. -- back to Doheny's. I sent the packages via UPS at the cost of $134. My wife laughed at me when I told her that Doheny's would reimburse us for shipping. The UPS clerk also expressed her surprise that Doheny's would reimburse me, but I insisted that they were standing behind their products and promised they would.

Long story long, I called the company on August 10 to confirm the status of my refund and was told I was credited for the price of the Solar Reel ($169.99) but that they would NOT reimburse my shipping costs.

I explained to the operator -- Jasmine -- that I was promised reimbursement, and she insisted that was not company policy and there was nothing she could do. I reviewed the entire issue with her and insisted to speak to a supervisor. I spoke to another person who insisted that a Doheny's operator never make such an offer because it was against policy. And, she checked the "notes" from the phone call (which was not taped) and no such indication was made. Had I told them the product was defective or damaged, they would have sent me a pre-paid shipping label in the mail. But since that was not done, the offer would never have been made.

I insisted I was not wrong and asked to speak to another manager or supervisor. I then spoke with a woman named "Nancy" who insisted there was nothing she could for me albeit waive their $10 "handling" fee. Again, I insisted that they owed me the cost of shipping and that they must keep their word -- even if their operator made a promise that confliced with company policy.

I explained to Nancy that the item cost me $169.99. It cost me $134 to return it. Why on earth would I ship it back at such a great cost if Doheny's didn't offer to refund my expenses? She said it must have been a miscommunication. I agreed, but again said they are responsible -- not me.

I also told her that my original intention was to purchase an alternate product with a retail value of $279.99 to replace the one I returned. I asked her to credit me the cost of shipping towards that new product and that I would purchase that one immediately. She said no. The best they could do was waive the shipping fee and take $50 off the price.

I then agreed to make the second purchase and provided my credit card information. About five minutes later I realized what a huge mistake that would be and called back to cancel.

Bottom line, I spent a lot of time and money returning a product and am now stuck for the return shipping charges because Doheny's refuses to acknowledge their employee's mistake!

Shipped Off!

Bellmore, New York

U.S.A.