Complaints

• Initial Complaint

  01/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Visited Watson's Cincinnati location on 01/24/2024. Arrived fully anticipating to make a large purchase of Rec Room merchandise for our basement renovation. A sales associate by the name of Pat F****** initially made contact with us and offered to help us. We just wanted to browse and enjoy looking around initially so didn't need help right away. Noticed that Pat stalked us through the store after that and kept a close eye on us. Chalked it up as her wanting to make a sale but found it to be very intrusive on our experience. Finally arrived to the point we were ready to purchase and decided to give Pat the opportunity since she seemed so eager and following us since our arrival. That turned out to be a mistake! Everything after that went downhill. What could have and should have been a $15,000 sale turned in to Pat getting our credit frozen and flagged for fraud because she ran it so many times and made so many mistakes in doing so... Charging the wrong account multiple times and having to cancel / reverse charges. Totally disaster! We were willing to keep our $15,000 order in place but asked for a gesture to show that our time was valuable and business appreciated and was shot down by manager Mark telling us that he could offer nothing. A simple free delivery offer would have made us feel better about the 8 hour hassle we had experienced and was more than disappointed when Mark found no value in offering anything to compensate. From a business standpoint its hard for me to understand how a business can make so many mistakes along the way creating an 8 hour disaster for their customer resulting in multiple incorrect charges being posted / getting their credit frozen - to allowing their mistakes to go unaccounted for and letting a $15,000 sale walk out the door and miss the opportunity. Mark must get paid Salary because he had no incentive to correct the situation and keep the sale in house. Will be taking our business elsewhere.

  

  Business response

  01/26/2024

  Dear *** *******

  Let me begin by saying thank you  for bringing your concerns to our attention. We deeply regret the inconvenience that this situation  has  caused  and we are grateful for the opportunity to address the matter. 

  After our conversation today and the actions we are taking to ensure your satisfaction, we hope we have restored your confidence in our business. Our team is committed to providing exceptional service and your experience has been instrumental in helping us enhance our processes to better serve you.

  We are happy to learn that the resolution  met your expectations ( an adjustment and discount) and we look forward to demonstrating our continued dedication to your satisfaction. Should you need any further assistance, please do not hesitate to reach out. 

  Best regards,

  Wendy B. K***

  Director of Customer Service

  Watson's

  Customer response

  02/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  10/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new hot tub on 4/2/23. Hot tub was delivered damaged. Large holes in the sides, Pump making loud noise and low pressure, cover is the wrong size. Waited several months for parts to arrive. I was told i needed a credit card number on file for them to come repair these items , that was already damaged upon delivery. After arguing with them, they agreed to do it without as a courtesy. Sides and pump have been replaced but cover still to large and is very hard to latch. I have made several calls to the service department and never get any help. Always going to call me back and never calls. I spent almost 6500 on a new hot tub and think they brought me someones old returned junk.

  

  Business response

  10/24/2023

  ***** ******,

  I sincerely apologize for the concerns you have stated. We take your feedback very seriously and want to resolve the issue. I will be reaching out today to coordinate a full free of charge replacement cover for your tub. Thank you for allowing us the time to correct this and address all of your feedback with our team. 

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased patio furniture from Watsons on July 20, 2023 for $18,773 total. Part of that purchase was a floor model fire table for $2,699. The fire table was delivered on September 4. We tried to light it that night and it didn't work. Watsons sent repair person, Justin, out on September 14. It worked at first then quit again. Justin came back on September 20. Again it lit but went out after a few minutes (no wind) and never lit again. During those weeks we have had guests over, and the fire table lights but goes out. It was very embarrassing, and our guests asked where we got the table and how much it cost. I called Watsons, who BTW never answers their phone, and now the soonest they can come out for the third time is October 23. We dont want to wait that long. Its not usable during the fall when we would really enjoy it. There is more to the story. After September 14, when it still didn't work, I went to the store to talk to someone about replacing it. I waited over 2 hours for help. Managers were called to the service department but never showed up. I never got to speak with someone with the authority to make a change. A service gal could only make another appointment for repair, which was the unsuccessful attempt on September 20. It's one of the worst customer service experiences I've ever had. My original salesperson just went from new customer to new customer while I waited for help, but never felt the need to assist me after I spent close to 20k with her. I would like the table replaced with a brand new table of the same model ****** ********* ******* ********, made in the USA) at no cost to me.

  

  Business response

  10/04/2023

  Hello *****,
  Per our phone conversation. We have set the exchange up for a brand new updated model for the ******* fire table. This is being set for delivery today at 3pm. We appreciate you allowing us to make this right. I very much appreciated the feedback and conversation today. Thank you so much.

  Customer response

  10/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was impressed with how quickly the BBB sent my complaint to Watsons, and how quickly Watsons contacted me to correct the situation. Gloria, the Service Manager, called me the same day, and was more than helpful and eager to make this right. She went out of her way to accommodate my request to have the fire pit replaced with a new model at no cost to me. Gloria kept in close touch with me every day, and I received the new fire pit in just two days! My husband and I are very pleased with the new fire pit....it works exceptionally well! Thank you, Gloria, for all the time you spent correcting this problem....and for your kindness in the process!
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  09/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I purchased Ashley Signature outdoor furniture on May 25, 2020 and additional matching pieces on June 9, 2020 because we loved it and wanted to add to our set. Unfortunately this furniture has been defective. Within 18 months of purchase we noticed the rattan wicker snapping in certain areas. We kept it covered every winter and in storage to protect it. We began a process with Watsons warranty department on April 17, 2023. I am filing a complaint because we have been unsuccessful in receiving a refund or store credit. We chose to shop at Watsons for our outdoor furniture, willing to pay more than other stores, knowing that Watsons sells quality products. Not only has it been disappointing with the quality of the product but with the quality of the customer service in the Warranty department. Please make this right Watsons.

  

  Business response

  10/02/2023

  Hello,
  
  At this time we are working with the manufacturer to supply your request of a refund or store credit. At the time of submission of the warranty claim your merchandise was no longer covered under the warranty time period. The warranty coverage was a 12 month term. As a courtesy we have submitted this and are diligently working to get you credit as requested. As soon as a refund is initiated you will be notified via phone. Thank you.

  

  Business response

  10/03/2023

  Hello,

  Today I spoke to Mr. Wilson. Watson's has agreed to issue a full credit so the customer may reselect a furniture set. Customer is pleased with resolution.

  Customer response

  10/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* ******
  

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon installation of an above ground pool, a piece was broken. I have made repeated requests for repairs over the last year. I was told that the service ticket was closed, stating my pool was fixed. I’ve explained that no one had came out, i asked them why I would be calling if my pool was fixed. I was brushed off, with repeated assurances of return phone calls. That were not returned. I just want my pool fixed. Please help

  

  Business response

  09/21/2023

  Hello ***** ******,

  I have coordinated with our team, provided feedback for the issues and concerns and set up your correction appointment for tomorrow. I sincerely apologize for the issues and lack of communication you received. We strive to provide the ultimate experience and your feedback ensures we do better in the future. Again thank you for your time today allowing me to correct the issues.  Tomorrow the correct top seat will be delivered and installed. Thank you.

   

  Gloria M********

  

  Business response

  09/21/2023

  Hello ***** *******

  I have coordinated with our team, provided feedback for the issues and concerns and set up your correction appointment for tomorrow. I sincerely apologize for the issues and lack of communication you received. We strive to provide the ultimate experience and your feedback ensures we do better in the future. Again thank you for your time today allowing me to correct the issues.  Tomorrow the correct top seat will be delivered and installed. Thank you.

   

  Gloria M********

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called about an issue with one light being cracked and you could see the LED in October of 2022, under warranty. They couldn't come out till the end of November and I had to drain the hot tub. When they came out, the said my light didn't work and another one was cracked and needed to be replaced and they would order the new lights. I had to refill the hot tub and rebalance the chemicals because it was winter. They never called me and I had to call several times in order to get help. They finally set up an appointment in January and I had to drain the hot tub again. When they came out, they said they actually needed to replace 4 lights. I looked at it and the one that they said was originally cracked was still cracked. I had to refill it and rebalance the chemicals to find out I now have two lights not working. I called them back and they said they would reorder new parts and come out when it was warmer to fix it. I waited till May and they still never called me. I called several times and finally got someone to set up and appointment in June. I drained the hot tub again and the guy came out and said the my lights didn't work and I need a new light strain. I explained I was going on vacation and would be back in 10 days. He said it would be in by then. I came back and again no calls so I started reaching out again. Was told several time I would be called back and never was. I finally got one person who was awesome and called me back and actually tried to help. He found out it was back ordered. A couple weeks ago, I called and was told it was finally in. I kept calling and was told a coordinator would call me and they never did. I have tried calling a manager and leaving messages and they won't return my call. I got ahold of someone and they said they are trying to schedule it a month out. I have yet to have a confirmation of anything and still can't get ahold of anyone to tell me what is going on.

  

  Business response

  09/14/2023

  Watson's Customer Service Manager reached out to customer to ensure she was aware that her lights will be replaced on September 22, 2023. The parts were on back order and customer was not notified. In a gesture of good faith, the customer has been compensated with a gift card and has a dedicated customer service representative who will be keeping the lines of communication open  and alerting *** **** if there are any changes ( of which none are foreseen) *** **** is satisfied that her service appointment has been set and that the repairs are under warranty.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an above ground pool 2016/2017, we have a 10 year warranty on the frame of the pool. Told us the PH balance was off that caused the frame to have holes and rust causing a disgusting slime in our yard + the use of our pool has been non existent since this was brought in o Watson attention in May. We have purchased the new liner out of our own pocket and have been told it will be here at the end of the month every month since. Meanwhile seeing advertisements and actual new customers having their new above ground pools installed. We just want to have this resolved as soon as possible. Not one manager or customer service rep has been helpful. We paid for the pool, had the water ph balance checked weekly and this happened for whatever reason but we would like the pool to be fixed, replaced and done with in the next 2 weeks.

  

  Business response

  09/14/2023

  *** ****** was contacted on 9/6/2023 to review his concerns. Customer had placed a warranty claim for the pool wall on 3/16. Watson's Customer Service Manager partnered with our Warranty Clerk and it was determined that the vendor never filled the purchase order. As a good will gesture, Watson's provided a pool wall  and set delivery up for 9/11/2023.  The customer was satisfied with this resolution and the service ticket has been closed.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My issue was with the installers and the customer service and follow through from install. The installers didn’t speak English and used their phone and google translate. They broke caps on the pool and installed the posts incorrectly and started to fill the pool Thursday. After halting the install and cutting the water, I contacted Watsons and explained the installers mistakes and Watsons said that the installers would come back the next day to fix it. The installers never showed up so we called Watsons and they referred us back to the installers. They coordinated everything through their daughter who spoke broken English, was rude and unprofessional. She said they would be out to fix it. They came around 5:30pm Friday with no tools to fix it, and google translated to us that they would come the next day with tools. Saturday they attempted to ratchet strap the post and pull it out with their truck and it bent the post and the strap broke. They came back Monday and stated they would drain the pool so they could fix the error. Drained the pool and attempted to fix the posts, got the posts lined up properly and plum. At this point now I have a guy in my pool with boots on, ruts under the liner from where the post and frame was moved, dips from where they walked around the liner and wrinkles in the liner. They asked us if the frame looked better, we said yes. They said ok we will fill it back up. The installers said they will order new caps and come back to install them when they arrived. We have called several times over the last month and half since the pool was installed to inquire about the caps and kept getting told that someone will call us. We still have dips in the sand under the liner because they never repacked the sand, wrinkles because it was stretched properly before filling and still no resolution. Now I have to drive up to Watsons to get the caps myself and install them MYSELF because NO ONE has called us back. I CANT do anything about the liner I guess?

  

  Business response

  08/25/2023

  Good afternoon

  Our Customer Service Manager has been in contact with ** * *** ****** and we believe we have reached a mutual agreement. ** * *** ****** have agreed to have a rehang of their liner and caps repaired at the end of season ( September). Watsons will also ensure that the ******' are compensated for the trouble with their assigned pool installer and are happy that we were together, able to give the ****** a satisfactory resolution. 

  Customer response

  09/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and we are working with them to resolve the errors. 
  
  Regards,
  
  **** ******
  

  Customer response

  10/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Regarding my previous claim the bbb reached and stated that Watson’s was going to work with us to resolve the issue. We got a phone call 4 weeks ago from Watson’s about steps they were going to take to rectify the situation and stated they would call back. So bbb closed the case. NO ONE from Watson’s has called back! I was on the phone with them today again after repeatedly calling and ask for it to be resolved. And of course no one was available so they have to “call back”
  
  
  Desired Resolution:
  Billing Adjustment
  
  Desired Outcome:
  I would like like the cost of the pool to be refunded! I’m sure that won’t happen. I would like the installation fee at minimum to be refunded, the pool to winterized, and a pool mat for under the new liner they plan to install.

   

  
  
  Regards,
  
  *** ******
  

  

  Business response

  10/04/2023

  Per our phone conversation- to recap. We are refunding the install fee, providing a winter closing kit at no charge, a pool mat, liner and gift card for $500. I will follow up with you personally when we receive the scheduling date for liner install with a new installer with in 48 hours. Thank you for your time today. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Watsons informed us 30 minutes prior to delivery that the spa was damaged. This forced us to delay contractors for install of deck and electric, and also caused us to unnecessarily take a day off from work. The spa was delivered a week later (during a thunderstorm and horrible rain). The delivery team was having a struggle with the delivery because of the weather conditions. The delivery team never asked what direction we would like the spa to face. I realized, after delivery, the spa was facing the wrong direction. I called Watsons to have this corrected, and they said I have to pay another delivery fee ($550). Delivery team never asked which direction we waned the spa placed. Watsons said they would call me back about my concerns on 8/10. On 8/11 I was called and told that they were unwilling to help with our issue. They offered a $250 gift card. We do not want a gift card (which we declined). I was then told (by Gloria) that she would plea my case with her manager, and call me on Monday 8/14. On Tuesday, 8/15, I had not heard from anyone, so I drove to Watsons. Gloria then told me that she was, “getting ready to call me”, and that they could not help with our issue, furthermore, that the spa was not returnable (because it’s a custom spa). Also, Gloria’s boss was out for lunch, and the president was in a meeting (she would not provide a contact to the president (Chris S*****). I do not feel we should incur a fee for something that was not properly delivered. **I should also note, after our purchase, the spa was discounted $2,000 for a sale, and we didn’t do any financing, so there were no financing fees incurred by Watsons. Watsons did give us a discount of $2500 for the first failed delivery, but will not take responsibility for the delivery team that failed to follow procedure when delivering. I will be leaving a review with YELP, BBB, and filing a formal complaint with the Ohio Attorney General.

  

  Business response

  08/16/2023

  Good afternoon

  We are indeed sorry that our response has not met customer  expectations. In a good faith effort, due to the damage that was found at the onset of delivery we offered  and did absorb the costs of  the initial forklift fee as well as a  provide a monetary adjustment of $2000, that amount was based on what you stated would  be considered as " fair". At the time of delivery, the Product Delivery/ Installation Completion Certificate was signed by the customer at the time installation. We have provided documentation to support that there was nothing noted on the Installation Completion Certificate that  was incorrect or that the customer was not satisfied with the location of  the spa as the customer was present during the installation.

  Calls were made from the Customer Service Manager, Director of Customer Service and the President of Watson's to discuss and determine what other remedies could be made to appease the customer and there have been  three calls and two messages left today August 16, 2023.  We are currently waiting to hear back from the customer to see if we can come to a mutual agreement on resolution. 

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a hot tub from Watsons in 2019 at the Cincinnati home and garden show. The hot tub worked great until 2022 it started leaking at the base. The store explained I was out of warranty which is fine I am willing to pay for issue to be fixed and expressed this. The store sent a tech out October last year... he was there 5 minutes and said there was no issue and left. I called and explained later that evening the water level dropped even more. I was then scheduled for another repair visit. 2nd visit the tech said again there was no leak, this time I showed video and photo proof no resolution. I called watsons corporate and was told the same tech would be out again in april. This time the tech fixed the issue. 5.18.23 tech showed up to same issue and advised he would have to return to fix issue because he could not lift hot tub solo. This has been a reocurring issue... why was he sent solo. I am not 3 visit fees and 8 months not being able to use hot tub.,

  

  Business response

  05/29/2023

  We reached out to *** ******** to set up a date for a service tech to come out and diagnose and make repairs. *** ******** concerns are very important to us and we have processed his ticket as PRIORITY  and a date has been set to assess on June 5, 2023. *** ******** has agreed that this expedited date is satisfactory. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩