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Wild West Pool Supplies LLC complaints

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5333 North 7th Street Suite C-221
Phoenix, AZ 85014 | Get Directions

(888) 534-6999

http://www.wildwestpoolsupplie...

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Total Amount in Dispute:
$428.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Wild West Pool Supplies LLC closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Wild West Pool Supplies LLC

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8/18/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $427.62 Amount Settled: $0.00

Customer Complaint

8/2/2022

I ordered a pool filter replacement lid from this company that advertises full refund , satisfaction guarantee, one year warranty on products . I placed the order on June 18th. Upon the items arrival we placed the approved lubricant on the lid to prevent any damage placed it on top but it didn't seal so I requested to return . I was given info to return but had to pay an additional 72.80 to ship back. The company and distributor now refuse to refund any money . Resolution Sought I would like my money refunded as well as I don't believe they should be able to provide false advertising that they accept returns, satisfaction guaranteed etc...

Company Response

8/8/2022

This customer received and installed this part. When they determined it was not the correct item, they requested a return. Our publicly stated return policy very explicitly states: "Condition of returned items: In most cases, items may only be returned if they are new and unused, and do not have any damage pertaining to attempted installation or use. Be advised if your product has been used, accepting or rejecting a returned item is at the sole discretion of the manufacturer or distribution center." I have attached a screenshot of our return policy to this email, with the relevant portions highlighted. Upon receipt of this item, our distribution partner inspected the product and found scuffs & scrapes on the filter lid, as well as a chemical agent (grease) had been applied to the lid. Unfortunately, due to both of these factors, this product cannot be resold by either Wild West or our distribution partner, and therefore, the refund request was denied. I empathize with this customer, but this situation is a very clear-cut case, and is outside of our control. We are willing to ship this lid back to the customer at our expense, if they would like it returned to them. We are waiting to hear back from the customer as to how they would like to proceed.

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