Bad Business at Pool.com

[Brujah]

I added a name to backorder. They did not get the name for me, but charged me for it anyway.

I wrote them and requested a refund for the charge. This was their reply.

---------------


Dear Pool.com Customer,

Our Database history shows that this domain was place as a backorder on your
account on this date and time - 2003-07-26 20:36:01.300. Unfortunately,
once we secure a domain name for our customer, it is their responsibility to
pay for that domain. As per our Terms and Conditions, there are no refunds
with Pool.com. I apologize for the inconvenience of this company policy.

Regards,
Keith
Pool.com Customer Service

 

[Luc]

Wow.

So they screw up an order, charge you for it, and tell you to
"piss off" when you pointed out the error and asked for a
refund.

Not the first time something like this has happened, but definitely
the first time I saw a response like that from who I believed was
a respectable company.

I understand if something like this happened once, was pointed
out by a member and fixed, but this is NOT the first time
something like this has happened.

Seems like Pool.com is getting money hungry and rips off even
their own affiliates.

What a shame...

Better luck next time Bruj, sorry to hear about this.
Luc L.

 

[actnow]

Logically, Pool assumes they got and delivered the name to B.

And, Pool assumed that B is saying he doesn't want the name.

I would suggest that Brujah explain that he has not received possession of the name. And, he wants the name or a chargeback for the name.

 

[Brujah]

Let me add this link, to a thread where they've done this to others.

Except in my case, I did have the domain in my backorder list I believe BUT the domain was registered with NameSystem.com for someone else. Not me at all.

http://www.dnforum.com/showthread.php?s=&threadid=35491

So in my case, they charged me for a domain that I didn't even get!

 

[Duke]

They are the only drop catching company I am seeing these kinds of constant complaints against. They obviously have a screwed up system (I don't want to believe they are doing it on purpose). I was one of those they charged for a domain that I never ordered. They would not refund the money insisting that I take a credit toward future purchases instead. I think that is extremely lame.

 

[Mr Webname]

Do I feel an article coming on? :-D

 

[DNWizardX9]

pool.com should fear dnjournal!

go duke!

 

[izopod]

Pool.com should take note and rectify the situation immediately.

 

[radioz]

I had them grab the domain 'ElectroBits.NET' which I certainly didn't intentionally order. If you browse there free lists, it is easy to accidentally select some junk name, I have found. They should have an intermediary box or page come up asking you to verify your selection as ebay, NW, Drop Wizard, Snap Names, and almost everyone else.

I got that first message when I complained. I told them that I'd take it up with my credit card company if they were unwilling to do anything. They agreed to a credit of the $60 but no cash refund. My guess is that at Pool, ElectroBits.NET is about as good as you could possibly do for $60 though, unfortunately. That name is probably in my Name Scout account if anyone out there is big on ElectroBits or even knows what they are!

 

[Brujah]

Nothing back from them yet.

 

[Duke]

Originally posted by Mr Webname
Do I feel an article coming on? :-D

Right now I have my hands full with NameWinner and their "invisible" bidders who keep being given domains that others won - at least according to Namewinner's own public auction system and the high bids shown.

Now I have GoDaddy's backorder service (actually WildWest) failing to get a domain yesterday (which is not unusual) then failing to put the backorder back in my account so I can change it to something else (which is unusual). They don't know where it went and tell me I must be mistaken so my money and the backorder (for hoa.net) are both apparently gone as they don't intend to do anything about it.

Then, of course you have Pool randomly charging customers for domains they didn't order (or in Brujah's case) for domains they didn't catch. They don't want to make it right either. Could customer service and system reliability in this business possibly get any worse?

 

[David G]

Originally posted by Duke ....Could customer service and system reliability in this business possibly get any worse?

That's why we need WLS to put an end to all this nonsense and shenanigans.

 

[Luc]

Originally posted by RealNames


That's why we need WLS to put an end to all this nonsense and shenanigans.

grr. i've said it before, and i'll say it again.

right now, as it is, you can get any domain you want if the price
is right.

when WLS comes out, there will be no bitching, no second
chances and definitely no ALTERNATIVES. if you don't get
a WLS on a domain, consider yourself SCREWED.

and take my word for it, if buydomains and ulttsearch have
the ~$25 to put on a snap MONTHS before it even hits HOLD,
they'll do the same with WLS subscriptions.

i dont understand why it's so hard to comprehend this concept.

nothing good ever came from verisign.

 

[Brujah]

Still no email earlier today so I decided to give them a call. Almost immediately, the phone was answered by Chantelle who handled my issue. Very friendly and very helpful getting the matter resolved even as I was on the phone.

The whois hasn't updated yet of course, but as of this moment the domain is in my account with the winning registrar.

 

[mole]

Originally posted by DomainRetriever
if you don't get a WLS on a domain, consider yourself SCREWED.

Why? I thought the WLS was a perfect system to alert you to contact the registrant immediately?