Tom O.

I ordered the wrong size (KW) spa heater, that's on me. I called Pools Etc the day I received it to initiate a return or exchange. I was told that if the package was unopened they would accept a return. It was unopened and I relabeled it and dropped it at a UPS store. This all happened in mid October 2023. They confirmed receipt of the heater and agreed to refund the $900. After over a dozen emails responding with a promise to refund the money I was given a managers name and direct number: Shaun. I spoke to Shaun on Dec 4th he promised he would refund the money that day and send me a confirmation. This did not happen. I called on the 5th and 6th, Shaun did not take the call or return it. I called the general "customer service" number and got Courtney. She claimed she would send another message to Shaun as he was the only one who could refund the money. I queried the charge on the 9th of December, they will be forced to refund the money but why would they go down this road? I did everything they asked me too. This is not a reputable company. Do not buy from them.