Worst Customer Service Ever!

I purchased a $500 BestWay 18x9 pool at Costco on June 5th 2017. Set up the pool that day and it broke that day. I called customer service that same day on June 5th after closing and was instructed by the recording to submit warranty claims online.

On June 6th I submitted the warranty claim including a copy of the receipt and a picture of the batch number of the pool and explained that my child leaned on it (she might way 40 lbs.) and it broke (the same day we purchased it).

On June 8th a message was left on my phone requesting pictures of the broken pool pieces. I did not see the call or the message.

I called Bestway again on 6/10 where they explained that they had left me a message. They told me they needed pictures of all broken pieces. So I sent them pictures of the 5 broken pieces and another copy of the receipt per there request. I don't know why this information of pictures of the broken pieces weren't asked for when I originally submitted the claim.

Bestway called me back today 6/13 and told me they wouldn't replace the pieces because it wasn't a manufacture defect. I tried to determine what information they used to determine that it wasn't a manufacture defect and never really got a straight answer. At times it seemed they blamed it on my 5 and 7 year old that weigh a total of 80 lbs which clearly the pool should support. At other times they questioned the levelness of the surface area the pool was set on (even though they had no knowledge of what that looked like). At some point I asked for a manager which I'm sure was a fellow customer service rep sitting next to each other in the call center. After speaking to this gentleman, I was finally put on hold to see what he could do. A few minutes later he told me they would send the parts but I had to pay the shipping and handling on them. I asked how much and he said someone would call me back.

A few hours later I received a voice message from the call center. In which on my voicemail she didn't realize that she had called me and was having a conversation with likely one of the people I had spoken to previously. The person said, "Should I be professional about it?" " you have to at least say you called..." She was having a conversation with likely the male "manager" I had spoken with.

When my husband called back he asked for a manger and was given to another person. He explained the situation to her whom said she would listen to the call since she had that capability and call back. When she called back she said that it was unprofessional but that they weren't talking about me. Which clearly they were.

Clearly I was frustrated paying $500 dollars for a pool, that broke the same day and the company is refusing to send me replacement parts. That being said I felt your company's customer service department was horrendous. I spoke to a total of four different people all of which seemed to have an attitude.

I'm not willing to pay $40 for shipping and handling of broken pool pieces after paying $500 for a pool in which my children used for 3 hours before an entire side of the pool collapsed. I'm sure the water bill I'm going to pay for the thousands of gallons of water I put into the pool that were lost after 1 day far outweigh the $40 in shipping and handling fee.


I look forward to hearing from someone outside of the Arizona customer non-service call center.

A very Dissatisfied Customer,