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Resolved: Dohenys - Worst customer service ever!

Dohenys - Worst customer service ever!
Dohenys - Worst customer service ever!
Dohenys - Worst customer service ever!
Update by user Apr 09, 2021

Company fixed the issue and I have been provided with product replacement. I was contacted by Stephanie, the customer service manager.She shipped me a new liner immediately.She even gave us and upgraded, better liner as an apology.Problem resolved..

Original review posted by user Apr 05, 2021
I would rate negative 5 stars if I could!!!! I purchased an above ground pool liner. The liner arrived. I drained my pool, installed a new ground mat, installed the new liner, put a vacuum behind the liner and turned it on to remove the wrinkles. The new liner had several spots where the wall was pulling away from the floor. Like the glue, or weldment didnt take or hold. I was in a panic as we live in Florida where it storms daily, and an above ground pool is very flimsy without water in it!!! I immediately called Doheny;s customer service. The lady told me to submit pictures to them, they would contact me back on Monday( this was Saturday) I explained to her my situation, and she said there was nothing she could do. We discussed me trying to glue the seams to see if that would work. Glue seams on a brand new liner??!!!! This already had me angry, but what could I do? We ran to Lowes, got some vinyl glue, and tried it. The next day, it did not hold, I could pull it apart. And if I continues to pull, the entire seam would simply keep on seperating! I emailed the same address she had me send the pics. Figured, I would have to wait until Monday. Fingers crossed. Monday came, no contact?!? So my wife called Dohenys. They said they were understaffed, and overwhelmed. Someone would get back to us by Wednesday. Even more angry now, pool still flopping in the wind! Wednesday came, no contact! We called back. We will be contacted by Friday for sure. Fingers still crossed, pool still flopping in the wind!! Friday came. No contact. I call again. Keep in mind, each call is 20 minutes to 40 minutes on hold, waiting for someone to answer. A lady answers the phone, she passes me to another lady, who passes me to a man in another department, who told me, Sorry WE CANT TAKE CARE OF THIS ISSUE. I would have to contact SwimLine, the manufacturer!!! So after a week of prayers my pool doesnt collapse, I had to start at ground zero, all over again!!! I contact SwimLine late Friday, of course they are closed, and I have to wait until Monday to someone to contact me. I sent them an email with what my issue was, and pictures, and I guess I hope someone will contact me this time and settle this. To be fair, this is not on SwimLine. Had someone told me to contact them first, a week ago, I might have my replacement liner, and have it installed right now. My complaint is with Doheny's and their customer service!!! I will NEVER purchase a thing from them again!!! Totally unsatisfied!!!!

User's recommendation: Buyer Beware!

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Resolved
ID
#2490446 Review #2490446 is a subjective opinion of poster.
Pros
  • Easy to order
  • Order went through
  • Item shipped and arrived quickly
Cons
  • No one contacted me back as promised
  • Purchased product issue has to go through manufacture
  • Kept getting passed around customer service
Loss
$30
Preferred solution
A new liner shipped or a refund! I cant wait weeks for SwimLine to send a replacement!!!