I placed an order for pool parts on 6/6/12. After receipt, I realized I ordered the wrong parts. I contacted Intex to get return instructions and on 6/29 I shipped the items back via UPS, tracked the order and it was received by them on 7/5/12. I contacted them a week later to check the status of my refund and they said it was never received. The person I spoke with did not speak clear English and I had to repeat everything several times, which was frustrating. When I provided the tracking #, I was told I would get a refund within 5 business days.
Two weeks later, I contacted them (no refund) and I was told they never received the order, again. I provided the number again and was placed on hold for over 20 minutes. No one ever came back to the phone. I emailed customer service on the website and explained the situation, asking for the status. I also provided the tracking # in my email. Their reply was basically the same return instructions they sent the first time.
Obviously, they failed to read my email or they would know it was already sent back. I called many times since and I never could get a live person. I finally got in touch with someone today and after giving him the tracking # again, he asked me to hold so he could check the status. 28 minutes later, I hung up. I called back and asked for a supervisor, but was placed on hold another 20 minutes. I finally got a girl on the phone who again said they had no record of my return.
I gave her the tracking # and she said it wasn't good enough and that I had to provide written proof of my return. I argued that she could just look up the tracking #, which tells here when/where it was shipped from, when it was received, etc. The proof is in the box I returned the item in! Not sure what other proof I can give her, since the tracking # says it all. She refused to refund my money until I provided the "proof". So, I filed a complaint with the BBB and faxed copies of my email shipment notification and my delivery notification.
Not sure what I can do at this point, but I'm tired of the runaround. They have my money and they have my product return. Besides, they also have record of the replacement order I made, which I paid for separately so it's not like I paid with a credit from my return. Why on earth would anyone repeat the same order with different part numbers if the first order was right? I don't know anyone who has two pools in their backyard. I just want my money back and I pray I never have to deal with them again!