- Report: #1372968
Complaint Review: Royal Swimming Pools Inc - Memphis Tennessee
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Royal Swimming Pools Inc
6426 Summer Gale Dr Memphis, 38134 Tennessee, USA
Phone:
901-372-1773
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Royal Swimming Pools, Inc Scott, William Buyer beware of switch and bait Memphis Tennessee
Report Attachments
My husband and I researched the pool industry and decided we wanted to purchase the Sharkline Heritage above ground pool for its features, because it is made in America and the Sharkline name. On 4/24/17 I called Royal Swimming Pools and spoke with a representative by the name of Drew; I asked him if Royal Swimming Pools carried the Sharkline Heritage 24’ X 52” pool. He told me they did…they had it listed as the Sharkline Legacy Outback. Drew told me Royal Swimming Pools price matched pools – I sent in documentation to show I found the Sharkline Heritage pool cheaper with another company. Later the same day I received a quote to purchase the Sharkline Legacy Outback for the same price as their competitor…I completed my online purchase the next day. On 5/1/17, I received the pool and noticed one of the boxes had “Made in Canada” on it. I called Royal Swimming Pool to inquire. I first spoke with Drew who apologized for sending the wrong pool; he transferred me to William who apologized profusely, started the RMA return process, told me I would I would not be responsible for the return shipping, that my money would be fully refunded and said he would find out why I was sent the wrong pool. Upon further investigation on 5/2/17 I called back and spoke with William, told him how the pool we received had a Trendium invoice which is a Canadian manufactured pool, as well as the box clearly indicated the pool was made in Canada. William asked me to email him photos of the pool box I received as well as a copy of the invoice that showed the pool was made in Canada. He told me he would also start the return process so that I could return the pool I received as it was not the pool that Royal Swimming Pools advertised on their website, nor the pool that I paid for. I received an email from Scott at Royal Swimming Pool apologizing for the confusion and that they were awaiting information to see what happened. I contacted Royal Swimming Pools in the early afternoon on 5/3/17, asked to speak with William…was told he was unavailable but would be available in 30-45 minutes and would return my call. I received no call from William. The morning of 5/4/17 I called again, left another message for William; he returned my call shortly thereafter. William told me the distributor said, “I received a Canadian invoice by mistake”, even though the pool box clearly shows made in Canada. William told me the distributor told him they use the same invoice for pools made in Canada and in US. I told William I had a problem with his information – it clearly did not make any sense. I again informed Royal Swimming Pools that since they did not fulfill the contract that I entered into with them by sending me the Sharkline Legacy pool that I purchased I wanted a full refund. Scott told me via email that Royal Swimming Pools would accept the return of the pool they wrongfully sent to me and email me a freight BOL so that I could return the pool. He also admitted to the fact that they did not send me the pool that I ordered; however they could send me another pool wall and I would keep the pool wall that was sent by their error. This is totally unacceptable as I would have to pay hundreds of dollars to dispose of the pool that they sent to me in error as it weighs several hundred pounds and cannot be placed out for pick-up by the local sanitation department. I have now requested again that they email the freight BOL that they stated they would provide for their error on numerous occasions only to have my request ignored. Royal Swimming Pools is trying to strong arm me into keeping the pool that they wrongfully sent by now telling me I must pay the shipping to send the pool back and that I will be accessed a restocking fee. It is apparent Royal Swimming Pools is trying to make me pay for their mistake as they attempted to pull a bait and switch and they believe in falsely advertising products to consumers – which I find unacceptable.
2 Updates & Rebuttals
Buyer Beware
#2Author of original report
Sat, July 22, 2017
Scott from Royal Swimming Pools, Inc. is telling an out-right lie. It took a Scott a week to “figure out what happened” (Royal Swimming Pools sent me different pool than what I had purchased). William stated “that someone put the wrong invoice in the box and they could send me a corrected receipt”. This is why I filed a complaint with the Federal Trade Commission. After filing complaints with the BBB and Tennessee Attorney General, Scott finally agreed to take back the incorrect pool they sent, however wanted me to pay over $100 for freight and a re-stocking fee. After the Attorney General sent them notification they took the pool back; it is now 7/21/2017 and I am yet to receive any of my refund for a purchase made late April 2017. The Attorney General is still investigating. Buyer Beware of Royal.
Royal Swimming Pools
Memphis,Tennessee,
USA
Royal Swimming Pools
#3REBUTTAL Owner of company
Sat, July 15, 2017
Ebony Shaffer called our pool store and spoke with William in our sales department. William submitted the issue on her behalf to our customer service team. Wilbar is the parent company of both Sharkline in NY and Trendium in Canada. Ebony emailed a photo showing “Made in Canada” on one of the boxes. Our customer service team contacted the distribution warehouse where the pool kit had shipped from and the distribution warehouse contacted Wilbar.
The distribution warehouse found out that Sharkline’s NY manufacturing facility had a technical issue with the production of the pool wall component of the pool frame and Sharkline had some pool walls shipped from Canada to the NY facility. The “Made in Canada” pool wall had shipped from Sharkline’s NY facility complete with the “Made in the US” pool frame.
Royal Swimming Pools was unaware that the manufacturer Sharkline had any manufacturing issues with any components of their pool until after Ebony emailed the photo of Made in Canada that was on one of the boxes. We notified Ebony the same day that she emailed the “Made in Canada” photo of the pool wall component that the distribution warehouse did have the “Made in the US” pool wall in stock and could ship it to her the same day. Ebony asked us to not ship the Sharkline “Made in the US” wall but instead to email a quote to her with the upgrade cost to change the pool wall and frame to a different manufacturer “Embassy by Doughboy”. We emailed the information to her.
Ebony requested to return the pool for a refund so we emailed a freight BOL for her to return the pool. The pool was returned to the distribution warehouse. Ebony received a full refund.
