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.
Royal Swimming Pools Reviews
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.