Pool Supply World

If I could give zero stars I would. I purchased a pool over 3 months ago. Since then I have co tacked them through email, I’ve called, and I have had no success in getting an update on my order. Today I got a email saying they refunded my order without any communication or response to my questions. To add insult to injury they charged me over $100 for this stupid pool cleaner they gave me for free with the order. Why do I need a pool cleaner without a pool! They have had my money for almost 4 months and now I have to go through the hassle of sending back the stupid cleaner to even get all my money back. Sumer is now almost over so no chance of buying a new pool in time for the kids to play either. Screw this company. Horrible business and horrible customer service.

I ordered a pool on April 6th and I am still waiting for the liner. I have called many times and wasted hours of my life trying to get answers on when I will be getting my liner. When I called on June 11th, they told me that it would be for sure shipping from the manufacturer on Monday and I can expect to have it on Wednesday. So I thought I would start setting it all up on Monday and hopefully have it setup by Wednesday for the arrival of the pool liner. Of coarse, it is August 17th and I still have not received the liner. I called the manufacturer Swimline and the lady told me that it is a 6-8 week lead time from when they receive the order until it shows up at your door. 16 weeks waiting.

The customer service rep was actually quite nice and helpful. I ordered several products. Then I asked him to look up a part umber for an O-ring for my DE filter. I ordered several of the model number he gave me. When I received them, they were way off in size. That's when I learned about their "$25 restocking fee". What? As I complained and said I just wanted an exchange, she told me I needed to take a picture of the o rings and email them to "start the process". I asked if they would honor an exchange and she basically said I don't know, that's not my department but the only way to find out is to start this process. So basically they want you to jump through hoops and give you a run around. Will NEVER buy from them again.

Purchased a comparable Hayward T-cell 15 from Pool Supply World from their ebay listing for approx. $300.
The unit was either defective or falsely advertised because it would not calibrate to the Hayward controller - salt levels always read 1500 ppm lower than actual (I took sample to pool shop to have tested).
By the time I could locate and get a Hayward rep out to diagnose problem - it was beyond 30 day return window so Poolsupplyworld denied my return request.
The Hayward rep promptly pointed to the T-cell I purchased and said it wouldn't work - he had several new knock offs on his truck that he replaced with similar issues.
In the end, I paid another $600 for a Hayward unit and service call but the unit is now reading and functioning as expected and I have a $300 piece of garbage from poolsupplyworld.
Is pool supply world was a reputable business they would at least ask for their unit back to bench test to find root problem but seems they got a good thing going and see no need to change or investigate potential larger problems with their products

This business does not value customers they scam artists, they sell items that are incorrect and then will not issue a RMA return ticket for a full refund. I ordered a UV lamb for my Delta Elektra Pro EP-20, the bulb required measurements are 35 1/8" they send me a bulb that measured 33" over 2 1/8" to short for my system. In their return policy states you have to call and request a RMA return ticket, which I did, wile speaking with customer care rep. Tom Antonson, he requested I send pictures to make sure the bulb was 2 1/8" to short, which I did even though I found it very hubris to say the least since for the past 15-years I have replaced my systems UV bulb and know what size it requires. After receiving the pictures Tom emailed me back stating that a RMA ticket would be issued in 72 hours. Then one day later on 7/17/2020 I received an email from customer care Miss Maura stating that they had 3-5 business days to issue a RMA return ticket, and after several email correspondence it became clear that they would not honor their own policy, to this day I have not receive a RMA return ticket. When I did not received any correspondence back from Pool Supply World on 7/23/2020 I send the incorrect UV bulbs back at a cost $34.96, to this day they have not excepted the return UV bulbs even though FedEx has been trying since 7/28/2020. This company cannot be trusted and are not honest brokers.

They charged me for 2 items and won’t refund my money. I don’t need 2 vacuum cleaners. They don’t respond. STAY AWAY!

Add us to the list of angry customers. We ordered a full pool kit to the tune of over $2,000 back in May, and still have nothing to swim in because no liner was shipped. They don't know when we will see it, and they will charge us restocking fees plus freight shipping costs to return everything, which means unless we somehow win the fight we will end up paying hundreds of dollars, maybe more for nothing. Or we can wait until the summer is over and maybe have the parts we need for a functional pool. I understand that the COVID-19 pandemic is affecting supply chains, but this should not be passed on to the consumer. This is terrible business practice at best, and is more like straight up fraud. We're gearing up for a fight, because this is not right

WILL NEVER order from again! Ordered above ground pool ladder on June 22, 2020. Was suppose to have received within 5 days. July 1st called and cancelled because I never received. Today is July 28th and still calling trying to get my refund and being told they are behind and will not even give me a estimated date of my refund!!

Son of a gun, I wish I had researched this company before I ordered a $450 Polaris 360 from them! I've been waiting on FedEx to update their website with the tracking # provided and it still says waiting to be picked up. I have called the main # 3x now and spoken to a guy name Kendall out of Chicago who claims to be their Customer Service Call center. It's one guy with no noise in the background, who puts me on hold and has to speak with his Advisor to get updates. Now they said they will re-issue another order and tracking # since this seems to have been lost somewhere. Smells like a bunch of crap to me, so I'll wait 2 days for updated email and then I'm taking action myself. Damn I hate this online business with so many liars in the world taking advantage of people just wanting to give them business and their hard earned dollars for products. I'll give a follow up once I receive or don't receive any additional information.

Poor Customer Service. You can no longer use the Pandemic as an excuse for the lack of customer service. There are plenty of other e-commerce companies operating successfully. The item I ordered was listed on the website but they did not have it in stock. They had to get this from the manufacturer. Big delay. I cancelled the order. Ordered from Amazon and had it next day. Good news a supervisor named Michaela listened to me and took a positive action. She will credit my account for this 44.00 item and send the return label once the manufacturer communicates with the on where to send this item back to. Kudos to Michaela for helping me out with this. She is an asset to the organization and should be promoted. I was going to rate this one star but as a result of Michaela resolving my issue while I was writing this review I am changing this to a three star review because of one person that helped me. Thank god for people like Michaela.

Unfortunately, I didn't read the reviews until after I ordered. I called within 2 days of ordering after I hadn't heard from them and waited on hold for an hour. I said I wanted to cancel the order, and they replied that it would take up to 2 weeks to cancel. In these days of same day shipping and easy returns, I was shocked. I told them to process the cancellation and they would email the warehouse. A week later they said they were not actually able to cancel the order and I would have to process the return paying for a 15% restocking fee. In the interim, I order for $10 more on Amazon and it arrived in 2 days. These people are crooks and should not be in business.

Poor!!!!! Poor!!!! Poor service!!! Luis very very very rude and unprofessional, he’s the manager and corporate. Very bad business

I seem to have the same problem all of the other folks are having on here as well. I ordered a pool liner on 5/28/2020 that they said on their website was in stock. I called two weeks later and waited 30 minutes and finally got through. The agent said the liner was on back order till the end of July, but the website said it was available. Ok no problem so I cancelled it and I did get a cancellation email, but have not been reimbursed my money yet. I never heard of a company taking your money before the product was actually shipped. This place is a racket and needs to be dealt with. I just contacted my bank and now have to fill out a form with them about this mess.

Ordered a salt cell didnt work will not reply to emails, phone calls or send a return label.

Bought a water tester costing $200+ three weeks ago and haven’t heard from them since. Got a girl on the phone who said she only answers calls and would have to email my status request to the factory. The order number they gave me doesn’t work in their website tracking routine. Still haven’t heard anything. Their customer service gives the term “poor” a bad name.

Have waited a month for a pool that I ordered and keep getting the run around with it. Now they are shipping everything seperately as far as the liner ladder pump and everything you need and won't even get to use the *** thing this summer.

absolute worst customer service! Do not purchase from this company.There are so many pool service companies that offer better service.Wish I had read the bad reviews before purchasing.Still haven't received an item ordered back in April! And no refund yet either

FRAUD.. Ijsve attempted to co.tact this company about an order placed on4/27/2020 I keep getting the run around or put on hold. No one seems to be able to give an awnser as to where my order is. I an currently waiting for the 3rd time to find out about order ***. I contacted them on 05/12/2020 to get a tracking number was told 3-5 business days and never heard back. Called. Back on 5/26/2020 still no response. I am currently 3rd in line on live chat and hve been for 45 minutes...

I am unbelievably frustrated with your company and service! Just got off the phone with your company and they say it will be 10-14 more business days. I talked to a lady on Monday that stated the pool was ready to ship and it would ship Tuesday and I should receive an email shipping confirmation. This is the review that I have left on your Facebook page along with many others that are telling the same store! If you don’t know tell us I don’t know. Stop making up answers that you think satisfies us and string us along for a month now. I know COVID has messed up a lot of things ha but the way your company has handled it has made me never want to purchase anything from your company again!

Horrible service!!!!!! Called as I am placing the order online to check to make sure pool was in stock. Person on the phone said yes it is and it will ship in 72 business hours! That was May 1st!!! After MANY calls that take a hour to finally get a hold of someone I have been told a different story every time. On Monday was told yes pool is now at the warehouse and will ship out today or tomorrow. Called on Wednesday and now they don’t know when the pool will be in stock and it will be another 10-14 business days. I know everything is messed up it’s COVID but stop lying to your customers!!!!! If is not in stock and you don’t know when it will be just tell me that. I have wasted a whole month fighting with them and now I can’t find a pool, but I could have May 1st when I ordered the pool.

worst company ever. Ordered a pool, on the website it said "ships fast!" well after 2 weeks of no updates or shipping info I contacted to company only to find out they don't ship for 6-8 weeks. I decided to cancel my order, I am now coming up on the 4 week mark since canceling and still have not received my refund. I will never order from them again.