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Everything is great until you have a problem
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First of all the pool is great good quality but it took my husband and I an entire day and a huge struggle to put it together nothing like what the site represents. There were times we were struggling to put it together and had questions and SIMON would not return our calls or texts we finally just figured it out ourselves. Sometimes he would answer, sometimes he wouldn't, very inconsistent. I wanted to order a lid and ordered without realizing what the lid would be like. The website does not describe it accurately or at all! Lid came, and I cant get the thing on without a "crowbar" Doesn't fit and not what I wanted. I wanted something I could take on and off with ease frequently. I have mailed the "lid" back and want a refund!! Multiple phone calls and texts to SIMON were COMPLETELY ignored. When I wanted to ORDER the lid he called back the next day. I DONT appreciate being ignored. Simon, you seem like a nice guy, but you cant pick and choose when to respond to your customers problems or questions. Don't ignore my phone calls when I have a real concern. Not cool. UPDATE 6/27/15 This complaint WAS necessary as this customer felt ignored. You ignored my frantic texts and voice mails and sent out an email. I am a busy person and don't check my email but once or twice a month. You should have texted or called me back (as I requested in my 2 voice mails) directly and told me what was going on. I was made to feel as if I was being ignored and I did not appreciate that. My texts were frantic as I was so shocked at not being able to put the lid on my pool. Nowhere did I see that this lid was non returnable. In fact, when I ordered the lid and spoke with Simon on the phone I was concerned about this, and asked him "what do I do if the lid doesn't fit??" He assured me that everything would be under warranty and I had nothing to worry about. Now Im told that "It was custom made and technically wasn't refundable." Thanks for the refund but I was terribly miss led in this matter. Right down to what kind of lid you even are selling. Please be more descriptive on your website as you cannot tell what the lid is like from the information there. I saw a man standing on the lid demonstrating its great strength and assumed that it was a hard top cover. You need more information so that this doesn't happen to someone else.
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Business's response - by Fadia L.on 6/15/2015
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This was an unnecessary complaint. Customer ordered a pool cover and it was made and shipped in a timely manner. The customer texted Simon her concerns about the cover and her mis-understanding of it's type. But no response was requested. The following Monday (June 8th) she called back and said she was returning it. Simon created the refund and an email was sent to the customer the following day from us. The cover was received on the 11th and even though, as our posted return policy clearly states that custom equipment is not refundable, in the interest of customer service - simon put in the refund. Simon has always remained committed to our customer's needs - as was evident in this case as well. We regret if Carolyn feels that we have not demonstrated that, but not sure what more Simon could have done.
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