On October 29, 2010 my husband and I had done some research about purchasing a hot tub, after checking numerous local places as well as online, we decided to order a hot tub through Direct to Home Appliances, LLC. I checked everything out about them; they indicated that they had a BBB rating of A, testimonials, all appeared to be legit. I spoke with Sameer (sales representative) and the first hot tub that we wanted we were told would take 16 weeks, we asked him which ones would be available sooner. He indicated to order a Heavenly Spa the wait time was 30 business days. We ordered it to our specifications and was told to send the funds within 5 business days. I wrote out a check and mailed via overnight delivery. The check was received there on November 2, 2010.
On November 22, 2010 I sent an email asking for a status update, I received a response from Sameer that I should hear from the customer service team within the week. I never received any notification. I sent an email on December 1st I sent another email asking for the status, again Sameer indicated he would be back in touch with me. I finally received an email from Sameer stating that my hot tub was placed into production on November 4th and I should anticipate shipment on or about December 20, 2010. Later that day, I received an email from Jeff (customer service) who indicated
We would like to notify we would like to notify you that your order #2710 is delayed. Your new ship date is 02/20/2011. We buy products by bulk to receive our discounts, and the orders for 2010 dropped more than 67% in 2010 as compared to 2009, so we are unable to order our truckloads monthly like we used to. In some cases, it is taking 3-4 months to get our truckloads in. We apologize that you are stuck in the middle of these rough times for us. The product is genuinely on its way, but has been delayed. We sincerely apologize and we appreciate your business, and we will work on a compensation package for you at no additional cost due to the late delivery which includes: Winterization,
Cold Weatherization (I had purchased this already for our hot tub) Winterization Energy Savings System One Year Labor Warranty (I also had this for our hot tub) I now had two conflicting emails and started feeling very uneasy about this transaction. I called Jeff and he informed me that he had been mistaken it appears my hot tub will ship on 12/20/10. When I got home on the evening of December 1st, I checked my email and had an email from Jeff which stated:
I'm so sorry again for the confusion. I have just confirmed your delivery date with the production team and they did say that your order will be delayed and that I gave you the correct estimated delivery date. Sameer does not have the most updated records and he can only give an estimate based on the order date. We do apologize again for this and we will try our best to deliver you your order the soonest possible time we can as we are committed to do so. Please accept the compensation package that I have offered you with no additional cost due to the delays.
I called the number provided 415-618-0681. #1 for sales, I asked to speak to Jeff, the gentleman that answered the phone said that Jeff is in customer service and provided me with his direct line 415-335-4496. I got in touch with Jeff and told him that this was unacceptable and that I would like my money returned, he informed me that he doesn't handle that and that I should speak with Angela (415-335-4479). I called and received voice mail and I left a message. I attempted to call numerous times to only receive voicemail and then ultimately I believe my phone number was blocked. It would ring twice and then go busy. I hung up called back to the original number and pretended to be a new customer. Asked them which hot tub would be available the soonest. I was instructed that the Heavenly Spas ship within 3 to 6 weeks, I then told the representative that I was a current customer and I am being told that my hot tub will not ship until 2/20/11. The gentleman I spoke with immediately got attitude and would not continue speaking with me. I got online and did a chat, again pretending to be a new customer. Sameeer starts the chat and I inform him that I am Carol Stokes and we have a problem, I explained the problem and that all I was seeking was my return money. He indicated he doesn't handle that and that Angela would have to be the one or his CEO Steve Barbarich. I asked for Steve's phone number, I was given the sales number. Sameer indicated that is the correct line. As I was still in chat online with Sameer I called, Sameer answered the phone and I asked for Steve. Steve wasn't available.
We are not a wealthy family and had saved up the money to purchase the hot tub. Further to this debacle, there are online sites that indicate that the hot tubs that are being shipped from China are at NOT US standard. |
