Watson's of Louisville | Hot Tubs, Furniture, Pools and Billiards — Attraction in Jeffersontown

I would like to take the time to point out that after reading my review (see below) Watson's contacted me and made it a point to take the time to listen to all my concerns, and most importantly rectify the situation! Everyone makes mistakes, but to me, the important part is acknowledging what you did wrong and making it right! I now feel confident that should I have any other issues that I can contact them and they will make sure they are resolved. Thank you Watson's for taking the time to show that you do care about each customer!

The only part easy part of getting this pool was the day we went to pick it out and pay for it! The sales manager is a very nice guy and was super helpful in helping us with everything! However the delivery and installation were a completely different story! The pool was delivered almost 3 weeks after the date they said it would be! Then it took them an excessive amount of time to come install the pool, but eventually they did get out to my house to put it up and that's when things went from bad to worse! They left a huge pile of dirt from where the had to dig in our yard to install the pool.... which they never explained that we would have to clean up but we did! There was a drop-off around half the pool that Mr and my husband had to "backfill" which took us 6 hours to do, and mind you we paid $925 dollars to have it installed! They also left all the boxes in my yard for us to pick up!! The installers also left two young boys to explain how to operate the pump and any questions I had the only response I he could give was "I'm not sure". As frustrating as all that was after the pool filled up and it was time to start putting the chemicals in the pool from the stater kit (that should have been included) I realized they had forgotten to give it to us, along with the pole for the vacuum and nets! Therefore I had to drive 30 minutes to their store to pick it up before we could start swimming! *Another side note they gave us the wrong ladder and told me I could bring that back to them as well, but it's fairly big and won't fit in my car (and they never offered to have someone deliver the right one and take back the one we didn't order!) Then we turned on the pump so we could begin swimming, and the very next day both the hoses that connect directly to the pool had cracked and were leaking, which resulted in us loosing water to our pool that we had just filled up!!! I called the service department since we were "supposed" to have a 60 day warranty on the installation and the gentleman I spoke to told me there was no one in my area today but they could get someone out on Monday, mind you this was Friday! When I explained water was shooting out of the hoses he said I could come pick up with new hoses and reattach them, but of course I didn't know how to do that.. which I told him!?! Not to mention there store is 30 minutes from my house! I told him I needed someone to come out to my house and fix it today! He said he would call me back and NEVER did! Finally I called the store where I bought the pool and they basically acted like there's really nothing they could do about it but they'd mail us 2 new hoses! My whole family is overall disappointed in how our experience with Watson's...

So far, I am disappointed with Watson's . My partner and I decided to treat ourselves, our accomplishments and all our hard work by purchasing a hot tub to reward ourselves. We decided to go with a near top of the line model - go big or go home, right?! (believe there were only 2 other models that were more expensive). Anyways, this unit costs, on sale, around $8,000. Fast forward to today, had the hot tub delivered, everything went smoothly with delivery until we started to fill it up....YES, the brand new, $8,000K hot tub LEAKED!! So bad that, it would not fill up past ankle deep. After calling Watsons, they came out, ripped out the foam (which i know you have to do to see where it is leaking) and verified a jet had a cracked compression ring. This was at 2pm. This is where my frustration and disappointment come in......They were able to locate the part in Clarksville (hour away) but, did not want to go and get the $1.00 to fix it. So, after my partner called the store and spoke firmly to the manager, they agreed that there was enough time in the day to get this part and have our spa up and running by this evening. great, right? Well, instead of getting the part -or- taking the part off their display model, they ended up showing back up with, I am sure whatever loose parts they had in their shop to try and fix my brand new spa. The part did not fit and, after they wasted the rest of the afternoon, told us that they would have to fix it on Monday.

So, this is where I am. After spending $8000 on a luxury item, you delivered a defective product, did not want to be bothered with getting the replacement part or, taking apart your display model to correct the problem. So when you could have corrected the problem easily by getting the correct part and have been the 'Hero', I now have a large paper weight, sitting on my patio that won’t hold water and cost me $8,000. Would you purchase a brand new car from a dealership, have it not start and be ok with it? No, you would expect the dealership to give you a different car or somehow compensate you for their defective product by either paying for a rental car until your car was fixed or, swapping it out for another car. That is what I expect out of this. I expect that having a brand new, $8,000 spa that is unable to be used, sitting on my property with the factory foam ripped out of it, I expect the price to be discounted. This spa, if we decide/decided to return, would have to be sold as used at this point. This spa hasn’t even been hooked up to power yet! Basically sitting in the wrapper. Being in the hospitality industry, there were many things, customer service wise that could have been done to prevent /resolve this issue before it ever became a problem. But, no I, on my day off (Monday), get to be inconvenienced by this instead of being able to relax and enjoy...

By far one of the worst customer service experiences of my life and it’s not even over yet. I bought a pool table back in July of 2017 and had them deliver it on the week of July 21st. When I bought the table and scheduled the date they were to call me when they were on the way, but I requested to be the last delivery due to work. Instead I get a call around 2pm and they tell me they are at my house, no notice. Had to get my grandmother to go over there as quick as possible. I had the installers come on July 28th to put the table together. As they are setting it up they realize there wasn’t any felt delivered, I am told they don’t have it and have to order it. And it would take another week. Upon initial set up I had a damaged rail piece I notified them on August the 8th, took in the picture and showed them and they were supposed to have ordered it then. I was told it could take 4-6 weeks to come in. At this point I’m not happy but my pool table is functional so I contact them back after more than 6 weeks and get the run around, I have never known anything to take that long to ship not even from another country. So I call back, now in October and it’s still “on it’s way”. I called about once every two weeks for a while and eventually gave up for a while. In December I am furious at this point, not only has it been more than 4 months for a rail piece but every time they say they are going to call me back because they are “checking on it” I never get a call. That call in December must have done something because two weeks later the part is in. I get the delivery set up with the installer, now January of 2018 and the next day get another call from Watson’s saying this piece is also damaged. He said he would call me back soon to let me know what was going on and when it would be in and it has now been over a month again and I still don’t have the part and haven’t called back. I work in customer service and what Watson’s has put me through has been disgraceful. Maybe I should be calling more but at this point I am mentally exhausted with them and just want it to be over with. If I ever get another pool table I would pay triple to get it elsewhere from someone that has a sense of what good customer service should be. DO NOT BUY A POOL TABLE FROM THEM!!! The only positive to the experience at this point has been the installers and they aren’t even Watson’s employees, they are contractors. I’m not asking for a generic response from someone at Watson’s replying to this because they “care about their customers” because they don’t. They care about the initial sale and that is ALL. If you cared about your customers I wouldn’t still be waiting on a piece after more than 6 months. 0 stars should be an option because 1 is far too...