Pelican Hot Tub, Pool, Patio & Ski Shops — Local services in Readington Township

Horrible policies that are predatory. Went there to make a small purchase of winter pipe gloves. I usually just shop Amazon or buy direct from manufactures. Decided to go to the local store so I could just have them that day and try them on. I wanted them to be compatible with my wrist guards and liners. I brought the wrist guards with me, but forgot the liners at home and couldn’t decide on two different pair in the store so I decided to buy both.

I should have known that I was making a mistake when the sales rep said she would “go write up” my sale (like I was buying a car). I told the sales rep my intention on returning one pair, and asked her about the return policy BEFORE PURCHASING. She said I have 10 days, have to be unused, and in original packaging. THAT’S ALL. I paid cash knowing I was returning a pair to make it easier for everyone.

Fast forward 23 hours later, I returned one pair, to the same sales rep, with I guess a manager there too. I was then told by the manager that they do not provide cash refunds. I’ve never heard of no cash refund on something that was purchased with cash, returned the next day, never used, and in original packaging. I literally told the sales rep what I was going to do and NEVER did she say that they don’t provide cash refunds. If so I would have just paid with a credit card. And it’s gets better.

I was given a choice of them mailing me a check (along with hand writing sales tickets, are we still in the 80s?), or taking a store gift card. I opted for the gift card because I didn’t feel like having a chore to go to the bank to get my money back. After taking that option and given the card I then realize that it is only good on clothing!!! It’s MY money and I should be able to use it for whatever I want!!! AGAIN they didn’t tell me upfront what their policies were until it’s too late.

A NO CASH REFUND is not common and should be stated upfront to customers purchasing with cash.

Since they sell both ski and pool stuff I figure I could use it for summer clothing, but again no dice, they only sell winter clothing and the card needs to be used by February 1st, or I can hold onto the card for 10 months and use it next year. Though with the experience I just had I would be shocked if was honored that long after.

I would have liked to give a 1 star rating, but felt that might come across as sour grapes and ignored, so I gave them 2 stars. Luckily they only got me for $25, but you’d have to be insane to make a larger purchase here. Horrible customer service policies and even worse communications. Now I have a $25 gift card for a store I’d rather not step foot in again.

UPDATE

Thank you for the reply and the offer to get the correct card. I still stand by my original review. I didn’t need another step out of my way because members of the staff were not trained in the policies of the store. I used the card to buy something I didn’t need, just to spend my own money. I still can’t think of a single instance that I have come across in the last 20 years where a cash purchase could not be returned in original packaging, with a receipt, in the correct time frame, that wasn’t final sale without getting a cash return. I paid cash because you are a local store, had it on hand, thought I would spare you a transaction fee, and figured it would be easier. Lesson clearly learned. Luckily there are other local options up the road and Hunterdon Ski as well as online at Amazon, Backcounty, Evo, etc...

In 2019 when e-commerce is continuing to outpace brick and mortar stores the local shops should have great face to face customer service and consumer friendly policies as it’s really the only big advantage that you have, and that wasn’t my experience. That said the store seems to be busy so you are probably doing something right, and maybe my experience was an outlier. Still for the larger purchases like a $1000 snowboard package I will certainly go elsewhere. ...

We called these guys to replace the spa cover lift assembly for our hot tub. The one we had was an assisted/hydraulic-type lift. Without seeking any input from us whatsoever on the replacement product, they selected and installed a standard spa cover lift assembly, which they stated was a "superior product." The lift assembly provided was overpriced and ultimately made the cover much more difficult to raise. The real kicker is that after only 3 years, the mounting brackets that attach the lift rail to the hot tub are corroded, rusted, and falling apart. The selected product was seemingly made from materials not designed to be out in the elements where they would get wet! When I contacted Pelican about this problem, their spa services department did not return my phone calls. So, I stopped in the store to show the spa service dept. guy the photos of the rotting brackets. He agreed that the product should not be rusting and coming apart after only 3 years, but stated that it was out of warranty. He said we could try reaching out to the manufacturer, but he was not able to identify the product they used. Pelican apparently does not keep records of what products they install in their customer files. After unsuccessfully trying to identify it doing a Google search, he told me to email the photos to another member of their service department, who would know who the manufacturer was and would get back to me the next day. Several weeks have gone by after initially emailing the pictures, and I still never received an answer. I have given up on trying to get any assistance out of Pelican. They do not stand behind the products they install; and they have no interest in assisting their customers in getting redress from the manufacturer they selected. What a terrible experience all around. Overpriced, inferior spa products, and horrible customer service. Will not do business with this company...

If I could rate it no stars I would! My husband and I purchased a pergola from pelican via phone calls and emails. we had ordered a 12 by 12 and was told the columns would sit 12 feet apart picked the style we wanted, PAID and waited approx. 7 weeks, which was fine. When the installers came the opened the boxes and told us they sent the wrong size what we had received was a 10 by 10, they also proceeded to tell us they had never built one of these before only had built gazebos. Second mistake was we had ordered plain columns we received stone bottom columns. When I called Andrew (who is the one who we had been dealing with and he is the one who actually put in the order) to tell them we were going to keep it (because I was not waiting another 6-7 weeks for a new one) but he would have to do something for me and refund the difference in price, his reply " I absolutely agree, I need to speak with my manager will get back to you". A few days go by and I speak to Andrew again and now whole story has changed, we now have a 12 by 12 the "installers measured wrong" and I should be happy I received the upgraded stone columns at no additional charge, ARE YOU KIDDING!!!!!!! 2 weeks later issue is still not resolved, and I have yet to receive a receipt. If Andrew had better customer service skills and IF he had said I was misinformed on the measurements or your right I ordered wrong ill give you a percentage off or come on and get a percentage off of any item, I could respect that. But to be given the run around and told I should be happy with what I got after spending $8,000 is disgraceful and unacceptable in any form of customer service. I also asked to speak to Cherri his manager and each time I called she was "not in the office" staff Is rude and I will NEVER order anything or step foot in there store again. If you expect decent customer service and high quality DO NOT go to...