Review of Recent Order from Pool Supply Unlimited

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SuperDupe

Active member
Jan 15, 2023
27
Loma Linda, CA
I ordered three J&J Electronics ColorSplash XG-W Series RGB + White LED Pool Lights from Pool Supply Unlimited.

www.poolsupplyunlimited.com

J&J Electronics ColorSplash XG-W Series RGB + White LED Pool Light Fixture | 12V Equivalent to 500W 100' Cord | LPL-F2CW-12-100-P 23008

Pool Supply Unlimited has some of the best prices when shopping for J&J Electronics ColorSplash XG-W Series RGB + White LED Pool Light Fixture | 12V Equivalent to 500W 100' Cord | LPL-F2CW-12-100-P 23008
www.poolsupplyunlimited.com www.poolsupplyunlimited.com

They arrived and I planned to install them this weekend. I opened the boxes to find one of the lights was clearly used! The cable was cut about 10ft in, and had electrical tape on it like someone had tried to install it! It also looks like water is inside of the lens.

I contacted Pool Supply Unlimited and am now waiting for them to get back to me with a resolution. I'm posting this so others can be aware and be careful with their orders.

I will report back what happens. I am mostly irritated because I had arranged for help installing this weekend. :mad:

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Sorry for that...will be interesting to see results.

www.bbb.org

Pool Supply Unlimited | Complaints | Better Business Bureau® Profile

View customer complaints of Pool Supply Unlimited, BBB helps resolve disputes with the services or products a business provides.
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Pool Supply Unlimited Reviews - 2.5 Stars

301 reviews for Pool Supply Unlimited, 2.5 stars: 'Placed an order with this company. They contacted us via email the products were not in stock and offered substitutes. I responded the substitutes wouldn't work and requested a refund. Crickets. Replied AGAIN that we would like to request a...
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Pool Supply Unlimited - Ontario, CA

Specialties: Pool Supply Unlimited is an e-commerce company that loves water. We love to pump it, filter it, heat it, chlorinate it, light it up and stare at it while we're barbequing a fat, juicy steak. There are real pool professionals working here. Our guys have seen thousands of pools in...
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PoolStored said:
Sorry for that...will be interesting to see results.

www.bbb.org

Pool Supply Unlimited | Complaints | Better Business Bureau® Profile

View customer complaints of Pool Supply Unlimited, BBB helps resolve disputes with the services or products a business provides.
www.bbb.org www.bbb.org
View attachment 471902

www.sitejabber.com

Pool Supply Unlimited Reviews - 2.5 Stars

301 reviews for Pool Supply Unlimited, 2.5 stars: 'Placed an order with this company. They contacted us via email the products were not in stock and offered substitutes. I responded the substitutes wouldn't work and requested a refund. Crickets. Replied AGAIN that we would like to request a...
www.sitejabber.com www.sitejabber.com

View attachment 471903
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Thank you. The email response after I called them was they will look into it. I feel like the CSR should have immediately taken steps to resolve it! I sent them pictures of the box and SKU so they should be able to trace what happened. I'm guessing someone returned it and they just put it back into stock as if it was new.
 
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PoolStored said:
Sorry for that...will be interesting to see results.

www.bbb.org

Pool Supply Unlimited | Complaints | Better Business Bureau® Profile

View customer complaints of Pool Supply Unlimited, BBB helps resolve disputes with the services or products a business provides.
www.bbb.org www.bbb.org
View attachment 471902

www.sitejabber.com

Pool Supply Unlimited Reviews - 2.5 Stars

301 reviews for Pool Supply Unlimited, 2.5 stars: 'Placed an order with this company. They contacted us via email the products were not in stock and offered substitutes. I responded the substitutes wouldn't work and requested a refund. Crickets. Replied AGAIN that we would like to request a...
www.sitejabber.com www.sitejabber.com

View attachment 471903
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You need to put in perspective that those statistics you posted do not reflect the likely thousands of satisfied customers.

28 complaints in a year for a high volume internet retailer is doing quite well.
 
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SuperDupe said:
I'm guessing someone returned it and they just put it back into stock as if it was new.
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That's where I'm at too. The checker-inner person was preoccupied or lazy.

We've seen several similar situations since all the shortage nonsense has been going on. It could even be the manufacturer receiving it back, screwing up which pallet was which and shipping them back as new. PoolSupplyUnlimited would have nothing to do with that, yet take the full blame.
 
That’s the pickle … if you’re going to be nothing more than the glorified (or reviled?) “middle man” business, then your only defining quality is customer service and satisfaction. You don’t make the product and you don’t install the product, you simply stock it, sell it, and ship it. So if you hire bozos to answer your phones/emails, then you’ve put the first few nails in the coffin that will eventually be your business.

That’s terrible to get stuff like that. I hope they make it right without any hassle on your end.
 
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JoyfulNoise said:
That’s the pickle … if you’re going to be nothing more than the glorified (or reviled?) “middle man” business, then your only defining quality is customer service and satisfaction. You don’t make the product and you don’t install the product, you simply stock it, sell it, and ship it. So if you hire bozos to answer your phones/emails, then you’ve put the first few nails in the coffin that will eventually be your business.

That’s terrible to get stuff like that. I hope they make it right without any hassle on your end.
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Yep. If they make it right, I will be one of their biggest supporters... But I was a little put off from the phone call and email... We'll see... They said they will get back to me... I read through the BBB complaints and found customer service was the common denominator...

And there were 156 complaints in three years with 28 "closed" last year. That means they were resolved... Anyway, just like anything else, its important to share the information so we all benefit.
 
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SuperDupe said:
Yep. If they make it right, I will be one of their biggest supporters... But I was a little put off from the phone call and email... We'll see... They said they will get back to me... I read through the BBB complaints and found customer service was the common denominator...

And there were 156 complaints in three years with 28 "closed" last year. That means they were resolved... Anyway, just like anything else, its important to share the information so we all benefit.
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Closed doesn’t mean resolved. It just means the customer stopped complaining or didn’t know how to respond further. Happened to me with an online pool supplier I won’t name with a damaged pool heater. Supplier replied back to the complaint saying they would resolve the issue and BBB closed the case without allowing me to respond. It took me filing a credit card fraud complaint and several months to get them to refund the damaged heater.
 
Bperry said:
Closed doesn’t mean resolved. It just means the customer stopped complaining or didn’t know how to respond further. Happened to me with an online pool supplier I won’t name with a damaged pool heater. Supplier replied back to the complaint saying they would resolve the issue and BBB closed the case without allowing me to respond. It took me filing a credit card fraud complaint and several months to get them to refund the damaged heater.
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Wow...Sorry that happened to you. Hopefully in this case, I don't have to do that. Again, I'm sure many have had a good or great experience with this company, but this is a little different than a late shipment, or messed up charge. They sold me a product as new that came clearly used. It was obvious because of the cut wire, electrical tape and water in the bulb housing. However, what if it had been used and I had not realized it. I could have installed it and wondered why it stopped working after two weeks, etc. How would I have been able to prove it then? Again, I just want everyone to be aware. I realize mistakes happen, but if this happens to someone else in the future, then this a record to show maybe it wasn't a one off. Again, I'll report back with how they handle it... That makes a big difference to me.
 
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+1. The BBB exists solely to shake down businesses for membership fees. It has no authority or oversight and would fail itself as misleading, using the word Bureau to sound more official than it is.
 
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Newdude said:
+1. The BBB exists solely to shake down businesses for membership fees. It has no authority or oversight and would fail itself as misleading, using the word Bureau to sound more official than it is.
Click to expand...

I had a customer put a complaint into the BBB about me. They said if I signed up they would be able to hide the complaint. I told them thats some shady deal and that I had court documents showing that the customer who put in the complaint with them lost in court due to her trying to scam my business out of not paying for work she asked for and they need to remove that complaint or I would take them to court. Within an hr the fake complaint had gone. I would never sign up to the BBB for that alone. Over the years though I have experienced the same thing with companies like Angie’s list who will send you referrals based on how much money you send them yet will rate your company as a top rated even though they never seen my work. There was also a company owned by lowes that would link to your company website but it was hosted on their servers and the telephone number was not correct and actually put you through to their sales people then the sales people would call me saying they have referrals if I pay a fee. Always beware of these company’s who say they check out the business as they don’t.
 
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PoolSupplyUnlimited said:
Hi SuperDupe,

This is PoolSupplyUnlimited - Will you please give your Order# so I can follow up with you?
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Good morning,

I talked with one of your CSR's and emailed him all the info and pictures Friday. Order #30055480

Here is his email after our initial phone call.

"Hello,

Please reply to this email with the images of the product as it was received. Once I have them I can file a claim and will be in touch within 24-48 hrs with a resolution.

Thank you

(Name Removed)
Pool Supply Unlimited"
 
Quick update for everyone. Pool Supply Unlimited is shipping me a new light and I am shipping them back the first one I received. I appreciate their help yesterday. According to the CSR yesterday, they were not receiving my emails and so we resorted to communicating via PM here. My emails show sent and did not bounce back, but regardless, I think they have stepped up and are fixing the issue.

For me, its an example of how great this site is. Everyone sharing information and working together for the betterment of pool owners and suppliers everywhere! That sounded like something a politician would say... :cool:

Anyway, thank you for everyone who weighed in and thank you to Pool Supply Unlimited for making it right.
 
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I just cancelled an order for an intellicenter upgrade with them after waiting over a year. Was able to get it next day from someone else. Too bad, I tried to be patient.

On a funny note, a friend once ordered a garbage disposal off Amazon only to find the box contained an old, rusted, used disposer full of food waste. These things happen, probably because some jerk decided to game the system.

Glad your situation worked out in the end.
 
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