Report: #374964

Complaint Review: Hot Tub Works

  • Submitted: Mon, September 22, 2008
  • Updated: Wed, November 26, 2008
  • Reported By: raleigh North Carolina
  • Hot Tub Works
    2343 Welcome Ave.
    Richmond, California

Hot Tub Works del. date changed four times, customer service hangs up on me. Richmond California

*UPDATE Employee: Our Apologies

Show customers why they should trust your business over your competitors...

ordered hot tub cover july 19, i was told it would be shipped aug, 5 .called aug 15 was told they had card billed 7-20. called again aug15 told it would arrive aug 20. called again aug26.customer service hung up on me when i asked them where my friggen cover was. called back,was given the old run around, kept me on hold forever. was told would receive cover sept.5 never came. called local carrier sept 11 promised del. the 12th never came. they called the15th said be here the17th showed up the18th with no receipt,and no warranty info.i guess i'm on my own.

Tom f
raleigh, North Carolina
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Updates & Rebuttals


#1 UPDATE Employee

Our Apologies

AUTHOR: Hottubworks Customer Care - (U.S.A.)

We at offer our sincerest apologies to Mr. Franko for his experience with us. We sell thousands of spa covers every year, we maintain an "A" rating with the Better Business Bureau and we rarely hear complaints of any kind much less a problem as severe as

We investigated Mr. Frano's order history and found that he did indeed suffer a delay due to a double whammy. It turns our our shipment went out a few days late and the problem was further complicated by a delay from the shipping company causing the doubly late delivery to his home. Furthermore, we weren't getting good information from the shipper and this led to our misstatements concerning the ship date. As for the hang-up, we tell our customer
service reps they can get off the phone if the language becomes too heated but that is no explanation for Mr. Franko's overall experience.

In an effort to make up for this problem, one of our owners called Mr. Franko to personally apologize and give him a partial cash refund which exceeded the amount of our profit on his
cover. During the conversation, Mr. Franko was polite and he gave us helpful feedback we used to follow-up with our staff. We are forwarding copies of My. Frano's paperwork to him and, going forward, we sincerely hope he enjoys his new cover.
Best Regards,
HotTubWorks Customer Care
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