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Review 3/16/2008
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My recent experiences with Leisure Living Superstore have been the worst I have ever had with any company of any kind. If I could have rated it 0 stars, I would have. I am mailing letters tomorrow to the company's owner, manager, customer service department, and sales person, and will send copies to the manufacturer (Jacuzzi), the Temecula Chamber of Commerce, and the BBB.
In short, I bought a Jacuzzi portable hot tub/spa on December 14, 2007. It was an in-stock clearance item, which I was assured I would have by Christmas. Since it obviously didn't have to be ordered, there was no reason to question this. I even had to sign paperwork that said I would be charged storage fees if I didn't take delivery within a reasonable time. Because it was sitting in the back room, I also couldn't cancel the sale or I would have, given what I ultimately had to go through to get it.
After many, many phone calls and voice mails left for them, and many, many weeks of waiting, it wasn't until February 23 that I finally got my completed spa package (spa, cover, and steps). That was over 10 weeks for something that should have been done in a couple of days. Yes, TEN weeks.
During all that time, they promised scheduling would call me, which they never did. They promised someone would get back to me on why they didn't tell me they had to order a cover. No one ever did. They promised the cover would take a couple of weeks. When those passed, they said 3-4 weeks. When those passed, they said it should be here any day. That went on for weeks. They ignored voicemails I left for them. They promised someone would call me about why it was taking so long. No one ever did.
After the first 6 weeks of the run-around, during which time my fence had been taken down to allow for spa delivery, and was leaving my backyard exposed, I finally was able to contact the salesperson and convinced her to get my spa delivered and give me a loaner cover until my cover arrived. They agreed and scheduled delivery for a 7a to 10a window. They didn't even make that, coming 20 minutes late. Then, they scratched the acrylic while delivering it. I noted that on the paperwork and they said Service would call to come out and fix it. They never did. I have called three times to get someone to address the scratch, and they continue to ignore my voicemails or tell me someone else will call me back, and no one ever does.
Finally my cover came in...supposedly. They scheduled delivery the next day, but couldn't give me a time window, saying they'd call later that day and tell me. No one ever called. They showed up unannounced with the cover the next day, but it was the wrong one. After I expressed my extreme frustration and aggravation, including leaving a voicemail for the store, they went back to the warehouse and came back later that day with the right cover. No one ever returned my call, and I had reiterated again on that one about the still existing scratch. I also noted it again on the paperwork for the cover delivery.
I will NEVER do business with this company again except that I am forced to have my spa warranty with them. However, given their total lack of Service, it looks like my scratches will never be fixed, and I just hope that nothing mechanical ever goes wrong because I can't imagine dealing with them again. If my experience is any indication, they clearly don't care about their customers once they make the sale.
Buying a spa, cover, and steps has to be about the easiest purchase possible. They were eager to take my several thousands of dollars, but not one single thing after that did they manage to get right. If you are a consumer reading this review, I would strongly suggest going elsewhere. Lots of people make mistakes, but this place made one at every turn and for something that shouldn't have been that difficult.
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