Pro Pools Reviews (%countItem)
Pro Pools Rating
Address: 1432 W Main St Suite 400, Lebanon, Tennessee, United States, 37087-1323
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No customer service. No response, and no product.
We purchased a pool at the beginning of May through their website. Shortly after we received a package from them which says that they shipped the pool. However it was only a valve cover. We have tried multiple times to get a hold of them and told them to call us back so we can get this resolved. The only thing we ever get is an automated email that says it should be 2-3 weeks. We would like a phone call to figure out where our product is
We would like a phone call from someone. XXX-XXX-XXXX
We are actively working with the customer to swap a liner on the order and ship it complete.
ProPools located at 1432 W Main Street,Suite 400, Lebanon, TN XXXXX took $1,1100.64 from my debit account and there is no way to contact them.
I want my $1,100.64 back to my account or I will press charges. There are hundreds and hundreds of people they did this too. Go to: https://www.***.com/reviews/propools.com
Hit the 1 star link and read all the people they scamed. Try calling them and that recording has been on there for months. XXX-XXX-XXXX. Email them at ***@propools.com and watch was happens. They should be arrested and fined.
Refund of $1,100.64
This order has been cancelled and refunded back to the customer.
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this if they refund my money as they stated. But I received an email after they agreed to refund my money that the order will be shipped out 6/22/20. There is no order. I want nothing from them but my money back. They don't answer the phones or call back. You need to stop this company from doing business. They are a scam and need to refund all the hundreds of people they continue to scam. I want my money they took from me. Now they emailed me that they are shipping me out a propane gas heater now. I didn't order a propane gas heater from them. I don't need a propane gas heater. Its over $1,100.00 they took from my families small bank account and I want my money back. HELP ME AND MY FAMILY PLEASWE. WE ARE TO FAR TO GO THERE IF THEIR PLACE EVEN EXISTS. We are in NY they are in Tennessee. They set up review pages with good reviews which are fake. Find the real review page with hundreds and hundreds of complaints. HELP US PLEASE. *** XXX-XXX-XXXX
Half of purchase not received - cannot use product as is!!
Purchased a pool on May 18th, order number PXXXXXXX. A package from them finally arrived last week by truck. When it was unpacked from the pallet it was missing the PUMP/FILTER, SOLAR COVER, LADDER and POOL CHEMICALS included with the upgrade. All that was received was some tracks, a liner, the round frame and a small chemical holder.
We paid $2,497.58 for this pool and while this may not seem like a lot to them it took us a long time to save and was a big purchase for us. My whole family is beyond disappointed and I am sick at the thought of being out that money with nothing to show for it. When I ordered it was in-stock and would be shipped in a couple of days.
I have called over and over and left messages which tell me the best way to reach some it to send an email - I have emailed multiple time and get NO RESPONSE, I have also filled out the online comment form and had my daughter also reach out to them without luck. NO RESPONSE to any method, customer service is missing.
PLEASE either refund my money or deliver the pool I ordered. It is getting so late into the Vermont season that at this rate we won't even be able to use it this year. I just want to know what is happening.
I would like to either have my money refunded OR the rest of my order delivered this week - it does me no good as is!
This order appears to have shipped complete on or about 06-10-2020.
Payment removed and items not sent.unable to reach company for any questions by phone or email. No return contact for 3 weeks
Pool ordered on 5/11/20. No communication till email on 5/15 for order confirmation. Order number XXXXXXX. $2461.95 removed from account and charge to card. Multiple attempts made to contact via email (*times) over the course of weeks. Some items sent via freight arrived on 6/*. We are missing items and have called again multiple times and tried email several times to find out location of these items but we have never received a return call or email from the very beginning. Money had been received for products that I do not have. I would either like items or refund my money. But there is no way to get communication to or from this company.
I would like the product I paid for and if not I would like a refund for that product
The pool has shipped. There are 4 accessories which are still to ship but they are on national back order. They will ship once the items come back in stock. These accessories do not inhibit the pool being installed and operational.
(The consumer indicated he/she DID NOT accept the response from the business.)
I want someone to contact me from this company. I want a refund for the items I have not received. And a replacement ridge cap that is damaged. In order to do so I need contact from the company.
This order shows shipped complete except for the Pool ***, Check Valve and Pool Frog items. These are all on national back order. Customer will be advised in separate email they can wait for them or we can cancel and refund those particular items. Regarding the damaged item, I will ask the customer to contact me directly.
(The consumer indicated he/she ACCEPTED the response from the business.)
I ordered a pool liner that was advertised as "In Stock". After completing my transaction it said it was a special order and charged my account.
I ordered a pool liner on 6/1/20 order number PXXXXXXX. It showed in stock and charged my account then I received a message it was a special order.. why would you advertise IN STOCK if it is a special order. I have called / emailed several times for an estimated arrival time. I get an automated response and no help! I need to know when / if I will be getting my purchase. If you can't fulfill the order please advise me. I will have to look elsewhere. I do not want to be out of another approximately $400.
Advisement of order delivery / status.
We could not fulfill this order due to nationwide back order.
With this unprecedented industry wide demand we are seeing call and email volumes that we never could have anticipated or staffed for. We are diligently working toward answering all of the emails and returning calls.
This order has been cancelled and the customer's credit card should be credited back.
(The consumer indicated he/she ACCEPTED the response from the business.)
I ordered a pool liner that was advertised as "In Stock". After completing my transaction it said it was a special order and charged my account.
I ordered a pool liner on 6/1/20 order number PXXXXXXX. It showed in stock and charged my account then I received a message it was a special order.. why would you advertise IN STOCK if it is a special order. I have called / emailed several times for an estimated arrival time. I get an automated response and no help! I need to know when / if I will be getting my purchase. If you can't fulfill the order please advise me. I will have to look elsewhere. I do not want to be out of another approximately $400.
Advisement of order delivery / status.
We could not fulfill this order due to nationwide back order.
With this unprecedented industry wide demand we are seeing call and email volumes that we never could have anticipated or staffed for. We are diligently working toward answering all of the emails and returning calls.
This order has been cancelled and the customer's credit card should be credited back.
(The consumer indicated he/she ACCEPTED the response from the business.)
Half of purchase not received - cannot use product as is!!
Purchased a pool on May 18th, order number PXXXXXXX. A package from them finally arrived last week by truck. When it was unpacked from the pallet it was missing the PUMP/FILTER, SOLAR COVER, LADDER and POOL CHEMICALS included with the upgrade. All that was received was some tracks, a liner, the round frame and a small chemical holder.
We paid $2,497.58 for this pool and while this may not seem like a lot to them it took us a long time to save and was a big purchase for us. My whole family is beyond disappointed and I am sick at the thought of being out that money with nothing to show for it. When I ordered it was in-stock and would be shipped in a couple of days.
I have called over and over and left messages which tell me the best way to reach some it to send an email - I have emailed multiple time and get NO RESPONSE, I have also filled out the online comment form and had my daughter also reach out to them without luck. NO RESPONSE to any method, customer service is missing.
PLEASE either refund my money or deliver the pool I ordered. It is getting so late into the Vermont season that at this rate we won't even be able to use it this year. I just want to know what is happening.
I would like to either have my money refunded OR the rest of my order delivered this week - it does me no good as is!
This order appears to have shipped complete on or about 06-10-2020.
Payment removed and items not sent.unable to reach company for any questions by phone or email. No return contact for 3 weeks
Pool ordered on 5/11/20. No communication till email on 5/15 for order confirmation. Order number XXXXXXX. $2461.95 removed from account and charge to card. Multiple attempts made to contact via email (*times) over the course of weeks. Some items sent via freight arrived on 6/*. We are missing items and have called again multiple times and tried email several times to find out location of these items but we have never received a return call or email from the very beginning. Money had been received for products that I do not have. I would either like items or refund my money. But there is no way to get communication to or from this company.
I would like the product I paid for and if not I would like a refund for that product
The pool has shipped. There are 4 accessories which are still to ship but they are on national back order. They will ship once the items come back in stock. These accessories do not inhibit the pool being installed and operational.
(The consumer indicated he/she DID NOT accept the response from the business.)
I want someone to contact me from this company. I want a refund for the items I have not received. And a replacement ridge cap that is damaged. In order to do so I need contact from the company.
This order shows shipped complete except for the Pool ***, Check Valve and Pool Frog items. These are all on national back order. Customer will be advised in separate email they can wait for them or we can cancel and refund those particular items. Regarding the damaged item, I will ask the customer to contact me directly.
(The consumer indicated he/she ACCEPTED the response from the business.)
Pool package bought but never shipped. Have sent multiple emails and attempted to call numerous times but cannot get a response from company.
I placed an order for a pool package and accessories 5/22/2020 totaling $5277.27. The charge was processed on my card 5/25/2020. I emailed the company 5/22/2020 with a question about the ladder in my order but never received a response. I received emails from the company on 5/26 and 5/29 stating my order would be delayed but still no information on my question asked in original email sent 5/22. I tried to call the company 4 times on 5/29/2020 but never got an anyone to answer the phone. I sent another email again asking the question about the ladder and also what would be the best avenue to receive customer service in the future. Again, I did not receive any response. I received an email from the company 6/1/2020 to "follow up" on my order asking me to either confirm that I received my order or if I had not to wait 24 to 48 hours then contact the company. We received one box on 6/4 that contained a pool pad but nothing else. I again attempted to call the company 4 times on 6/9/2020 with no answer. I also sent an email that also received no response.
Original Purchase date: 5/22/2020
Order Number: PXXXXXXX
Pool Package and accessories:
1. *** 16'x28' oval resin hybrid above ground pool with standard package
$3803.19
2.*** pool pad and cove kit $193.03 (only received pad)
3. *** wedding cake III majestic above ground step with pvc handrail
$472.49
4. *** wanda the whale above ground suction pool cleaner with hoses
$179.00
5. *** Nitelighter ultra multicolor above ground pool light $74.93
Total Charge with tax and shipping: $5277.27 charged to Visa credit card 5/25/2020
I would like to at least be able to talk to a representative from the business about my order. I would like to know in the future it would not be this difficult to contact a business with whom I just spent over $5000. I understand things are delayed due to increase in demand and ***. However, I do feel after more than 2 weeks I should at least have an estimated ship date.
I am the manager of ***.com and we extend our deepest apologies for your not being able to reach us on the phone and email. Given the demand our entire staff is constantly on the phone and answering emails. Unfortunately, yours has not been answered until now. We have been selling on line since the 90's and we have a stellar reputation for customer service, though given the work load our response times are truly lagging and there's not much we can do about that. We value you as a customer and will always do all we can do to address any questions or concerns you may have.
We sure do appreciate your business, and especially appreciate your patience. The current climate has forced most Americans to do their shopping online and look for new ways to entertain themselves at home. This increased demand for above ground pools has quickly depleted stock and have put manufactures that are already understaffed due to ***-19 weeks behind in processing and shipping orders. We are not exaggerating when we say that folks industry-wide are working around the clock to quickly and safely fulfill above ground pool orders.
We completely understand your disappointment and frustration upon learning that the pool you thought you would receive in one - two weeks is back ordered with no solid estimated exact delivery date. The *** pools are made to order and after talking with the manufacture we know that your pool will ship, it's just a matter of timing because there is a nationwide shortage on raw materials for production of ALL swimming pool equipment.
Right now, you are essentially in line for a pool (without having to physically stand in line!) and when your ticket comes up, your *** pool will be shipped *** to you. ***, the maker of *** pools, is pushing as hard as they can to assemble pool packages and get them shipped out to our customers. Please keep in mind that they are experiencing unforeseen supply shortages and personnel shortages due to Covid-19.
Industry experts are forecasting the industry wide demand to be at or near this level for at least the next year. The manufacture is currently giving a lead time of 3 - 5 weeks in shipping the pool. Then it will take approximately 3 days to get to you with ***. You'll receive the tracking information once it ships out. If you choose to cancel the order and get a full refund we can do that.
Please feel free to reply back to this email if necessary and I will personally reply.
***
Pro Pools
(The consumer indicated he/she DID NOT accept the response from the business.)
The email sent by the manager is the same generic response in the previous automated emails I've received from propools.com. It's obvious they've never opened any of the emails I've sent. They have yet to answer my original question or provide any form of customer service. The response provided to the Revdex.com only addressed the delays in production/shipping and again highlighted their "stellar" customer service which is frankly laughable. To further prove my point, I even responded to the email as directed in the closing lines and received no response... imagine that.
Paid for product in full and have not received complete order. Unable to get a response via phone or email about the missing products.
We purchased a custom pool package from Propools. My husband spoke with a sales representative a few times to customize our package and even correct details on the final quote. Order #PXXXXXXX was placed and paid for on May 9th. On May 11th an email was received that some or all of our order were shipped. In that shipment we received the pool stairs. On multiple occasions we tired to email and call the see when we could expect the rest of our order and were always unsuccessful to get a response. On June 3rd we received what we assumed was the rest of our order, but unfortunately it is not. We have also received and incorrect item and would like to know how to return and get correct item. For a week now we have called and emailed and still can not get a response on if the missing items will be shipped or refunded. I understand that there are many factors that Propools can not control due to ***. However taking someones money and not returning a phone call or email can not be blamed on the pandemic. All we would like is communication. We would like to option to get the items elsewhere if they are unable to fulfill the order, but we would like to know a refund will be given for the items we have not received.
To be contacted by a Propool representative and informed on order information and if the remaining items will be shipped or refunded. We have also received and incorrect item and would like to know how to return and get correct item.
Our sincerest apologies for not replying to your email sooner. With this unprecedented industry wide demand we are seeing call and email volumes that we never could have anticipated or staffed for. We are diligently working toward answering all of the emails and returning calls.
I just want to make sure I've got this correct. You have all items except for the A-800 correct? Let me know and we'll get you the A-800. I do apologize for the delay but yes, this is related to***-19.
Moving forward if you cannot reach me in the office please feel free to call my cell or email me directly.
XXX-XXX-XXXX
***@propools.com
*** L
(The consumer indicated he/she ACCEPTED the response from the business.)
Currently propools is attempting to complete our order and exchange incorrect products.
The customer service is extremely poor. Lack of follow up on issues in ordering. The home office for ProPools is in Lebanon,***
Order placed on 05/20/20, after I call a few timesleave a few messages and emails I did receive an email telling me that order will be ship on 06/1/20 there it goes the order still showing pending on the website and not more response from the Vendor calling every day for 10 days enroll as soon today June 10, 20 and sending emails every day "there is no more response from them"
The only email I received after telling me order will be ship on June 1,20 is "we've not ignored you" and nothing else like 25 min. ago from the location in Lebanon, *** and I will be going there by Saturday my date off to see if I be able to talk in person with somebody
I will like to receive my swimming ***s ASAP because, by the end of June 2020, I have a party already set up I been paying to this people to come and get my backyard ready because ProPools tell my swimming *** will be ship on June 1, 20 that been wasting time and money when another Vendor (***) did has the swimming *** on stock ready to ship but I decide to wait for Pro***s, because the email i did receive on May 27, email send name (***) from ProPols, was going to be ship on June 1,20, check on the attached email send to me from ProPool I still waiting Solution send my swimming *** and 1/2 price credit for me waist my time and money*** i already buy the items for deck around *** and deposit to be ready at soon the *** get here im so so mad
This entire order has been cancelled and credit given on 06-13-2020.
Paid for product in full and have not received complete order. Unable to get a response via phone or email about the missing products.
We purchased a custom pool package from Propools. My husband spoke with a sales representative a few times to customize our package and even correct details on the final quote. Order #PXXXXXXX was placed and paid for on May 9th. On May 11th an email was received that some or all of our order were shipped. In that shipment we received the pool stairs. On multiple occasions we tired to email and call the see when we could expect the rest of our order and were always unsuccessful to get a response. On June 3rd we received what we assumed was the rest of our order, but unfortunately it is not. We have also received and incorrect item and would like to know how to return and get correct item. For a week now we have called and emailed and still can not get a response on if the missing items will be shipped or refunded. I understand that there are many factors that Propools can not control due to ***. However taking someones money and not returning a phone call or email can not be blamed on the pandemic. All we would like is communication. We would like to option to get the items elsewhere if they are unable to fulfill the order, but we would like to know a refund will be given for the items we have not received.
To be contacted by a Propool representative and informed on order information and if the remaining items will be shipped or refunded. We have also received and incorrect item and would like to know how to return and get correct item.
Our sincerest apologies for not replying to your email sooner. With this unprecedented industry wide demand we are seeing call and email volumes that we never could have anticipated or staffed for. We are diligently working toward answering all of the emails and returning calls.
I just want to make sure I've got this correct. You have all items except for the A-800 correct? Let me know and we'll get you the A-800. I do apologize for the delay but yes, this is related to***-19.
Moving forward if you cannot reach me in the office please feel free to call my cell or email me directly.
XXX-XXX-XXXX
***@propools.com
*** L
(The consumer indicated he/she ACCEPTED the response from the business.)
Currently propools is attempting to complete our order and exchange incorrect products.
Pool package bought but never shipped. Have sent multiple emails and attempted to call numerous times but cannot get a response from company.
I placed an order for a pool package and accessories 5/22/2020 totaling $5277.27. The charge was processed on my card 5/25/2020. I emailed the company 5/22/2020 with a question about the ladder in my order but never received a response. I received emails from the company on 5/26 and 5/29 stating my order would be delayed but still no information on my question asked in original email sent 5/22. I tried to call the company 4 times on 5/29/2020 but never got an anyone to answer the phone. I sent another email again asking the question about the ladder and also what would be the best avenue to receive customer service in the future. Again, I did not receive any response. I received an email from the company 6/1/2020 to "follow up" on my order asking me to either confirm that I received my order or if I had not to wait 24 to 48 hours then contact the company. We received one box on 6/4 that contained a pool pad but nothing else. I again attempted to call the company 4 times on 6/9/2020 with no answer. I also sent an email that also received no response.
Original Purchase date: 5/22/2020
Order Number: PXXXXXXX
Pool Package and accessories:
1. *** 16'x28' oval resin hybrid above ground pool with standard package
$3803.19
2.*** pool pad and cove kit $193.03 (only received pad)
3. *** wedding cake III majestic above ground step with pvc handrail
$472.49
4. *** wanda the whale above ground suction pool cleaner with hoses
$179.00
5. *** Nitelighter ultra multicolor above ground pool light $74.93
Total Charge with tax and shipping: $5277.27 charged to Visa credit card 5/25/2020
I would like to at least be able to talk to a representative from the business about my order. I would like to know in the future it would not be this difficult to contact a business with whom I just spent over $5000. I understand things are delayed due to increase in demand and ***. However, I do feel after more than 2 weeks I should at least have an estimated ship date.
I am the manager of ***.com and we extend our deepest apologies for your not being able to reach us on the phone and email. Given the demand our entire staff is constantly on the phone and answering emails. Unfortunately, yours has not been answered until now. We have been selling on line since the 90's and we have a stellar reputation for customer service, though given the work load our response times are truly lagging and there's not much we can do about that. We value you as a customer and will always do all we can do to address any questions or concerns you may have.
We sure do appreciate your business, and especially appreciate your patience. The current climate has forced most Americans to do their shopping online and look for new ways to entertain themselves at home. This increased demand for above ground pools has quickly depleted stock and have put manufactures that are already understaffed due to ***-19 weeks behind in processing and shipping orders. We are not exaggerating when we say that folks industry-wide are working around the clock to quickly and safely fulfill above ground pool orders.
We completely understand your disappointment and frustration upon learning that the pool you thought you would receive in one - two weeks is back ordered with no solid estimated exact delivery date. The *** pools are made to order and after talking with the manufacture we know that your pool will ship, it's just a matter of timing because there is a nationwide shortage on raw materials for production of ALL swimming pool equipment.
Right now, you are essentially in line for a pool (without having to physically stand in line!) and when your ticket comes up, your *** pool will be shipped *** to you. ***, the maker of *** pools, is pushing as hard as they can to assemble pool packages and get them shipped out to our customers. Please keep in mind that they are experiencing unforeseen supply shortages and personnel shortages due to Covid-19.
Industry experts are forecasting the industry wide demand to be at or near this level for at least the next year. The manufacture is currently giving a lead time of 3 - 5 weeks in shipping the pool. Then it will take approximately 3 days to get to you with ***. You'll receive the tracking information once it ships out. If you choose to cancel the order and get a full refund we can do that.
Please feel free to reply back to this email if necessary and I will personally reply.
***
Pro Pools
(The consumer indicated he/she DID NOT accept the response from the business.)
The email sent by the manager is the same generic response in the previous automated emails I've received from propools.com. It's obvious they've never opened any of the emails I've sent. They have yet to answer my original question or provide any form of customer service. The response provided to the Revdex.com only addressed the delays in production/shipping and again highlighted their "stellar" customer service which is frankly laughable. To further prove my point, I even responded to the email as directed in the closing lines and received no response... imagine that.
The customer service is extremely poor. Lack of follow up on issues in ordering. The home office for ProPools is in Lebanon,***
Order placed on 05/20/20, after I call a few timesleave a few messages and emails I did receive an email telling me that order will be ship on 06/1/20 there it goes the order still showing pending on the website and not more response from the Vendor calling every day for 10 days enroll as soon today June 10, 20 and sending emails every day "there is no more response from them"
The only email I received after telling me order will be ship on June 1,20 is "we've not ignored you" and nothing else like 25 min. ago from the location in Lebanon, *** and I will be going there by Saturday my date off to see if I be able to talk in person with somebody
I will like to receive my swimming ***s ASAP because, by the end of June 2020, I have a party already set up I been paying to this people to come and get my backyard ready because ProPools tell my swimming *** will be ship on June 1, 20 that been wasting time and money when another Vendor (***) did has the swimming *** on stock ready to ship but I decide to wait for Pro***s, because the email i did receive on May 27, email send name (***) from ProPols, was going to be ship on June 1,20, check on the attached email send to me from ProPool I still waiting Solution send my swimming *** and 1/2 price credit for me waist my time and money*** i already buy the items for deck around *** and deposit to be ready at soon the *** get here im so so mad
This entire order has been cancelled and credit given on 06-13-2020.
Purchased an above ground pool, recived automated confirmation however I cannot reach anyone at the company to receive status information.
I purchased an above ground pool, item# XXXXX via the company website resulting in an automated invoice with order number XXXXXXX totaling $2,117.82 on 5/23/2020. Since that time I have made several attempts to contact the company via telephone and email. I have not heard back from the company and I am very concerned that considering I have paid $2,117.82.
contact me via telephone, provide a status of my order and allow me the opportunity to ask any questions related to my order.
We are reaching out to give you an update on your *** pool order numberPXXXXXXX. First, we would like to extend our deepest apologies if you have attempted to reach us and have not received a reply until now. We are not exaggerating when we say that our team is working around the clock to quickly and safely fulfill orders and communicate with customers. We value you as a customer and will do whatever we can to address any questions or concerns you may have. We completely understand your disappointment and frustration upon learning that the pool you thought you would receive in one - two weeks is back ordered with no exact delivery date estimate.
During this unprecedented time, it has been our goal to be as transparent and forthcoming as possible with information regarding your order. Unfortunately, this isn't always easy because we are completely dependent on our manufactures for lead time information. We have been in daily communication with the manufacturer of the pool you ordered and have provided you with the most accurate information to our knowledge every step of the way. We understand that this does not make the delay in your order any more palatable or change what has happened, but we do want to let you know it has never been our intention to mislead you.
Due to *** the manufacturer of *** pools is experiencing much longer than anticipated lead times. The current climate has forced most Americans to do their shopping online and look for new ways to entertain themselves at home. This increased demand for above ground pools quickly depleted existing stock globally and have put manufactures that are already understaffed due to *** weeks behind in processing and shipping orders. While ***, the maker of *** pools, is in a better position than most distributors because their pools are made here in the United States, raw material delays, staffing issues and new safety protocol, among other factors brought on by the pandemic, has substantially slowed down their production of above ground pools. Other manufactures of above ground pools are in an even worse condition currently. Check out this article from The New York Times for a more in depth look at the challenges facing the above ground pool industry this year.
Due to these factors, the *** pool lead times are evolving on a daily basis. Orders are being processed in the order they were received. Most recently pools with an order date of May 11 have been shipping out. As soon as your order comes up in their queue, your *** pool will be shipped to you from their facility in Arkansas. As of today, we can no longer give accurate ship dates for in house orders, we can only acknowledge that pools are still shipping every single day and the factory is working multiple shifts, days a week. At this current time we still anticipate most orders will ship in the next 3-4 weeks, allowing you to use your pool for a good portion of the 2020 pool season, however as mentioned above this lead time continues to change and we cannot commit to any specific time frame at this time. It is also worth noting that we stopped taking orders for above ground pools on May 26th so the only orders the factory is focusing on came in prior to that date. Your order is included in that list. We recognize that this has taken longer than you were initially promised, and we truly apologize for any inconvenience and frustration this has caused. We certainly can start the process of cancelling the order at your request, have you return the pool components you may have received, and stop items that are currently in transit. But if you do in fact want an above ground pool we would advise you to keep your order in our system. The high demand for above ground pools is expected to last another two years! Right now, you are essentially in line for a pool (without having to physically stand in line!) and when your order comes up, your *** pool will be shipped *** and take approximately three days to get to you. While you may not receive your *** pool in time to enjoy it for a full summer this year, it will provide many summers of family fun for years to come.
We have been selling on line since the 90's and we have a stellar reputation for customer service, though given the work load our response times are truly lagging. Our entire team is doing everything humanly possible to keep up with the inquiries. We value you as a customer and will always do all we can do to address any questions or concerns you may have.
We will be in touch with more information as soon as we have an update on your order. Thank you for your business and especially for your patience and understanding during this unprecedented time.
(The consumer indicated he/she DID NOT accept the response from the business.)
The response provided does not provide any clarity concerning the status of my order nor does it provide a realistic timeline that I can expect to receive my product.
Purchased an above ground pool, recived automated confirmation however I cannot reach anyone at the company to receive status information.
I purchased an above ground pool, item# XXXXX via the company website resulting in an automated invoice with order number XXXXXXX totaling $2,117.82 on 5/23/2020. Since that time I have made several attempts to contact the company via telephone and email. I have not heard back from the company and I am very concerned that considering I have paid $2,117.82.
contact me via telephone, provide a status of my order and allow me the opportunity to ask any questions related to my order.
We are reaching out to give you an update on your *** pool order numberPXXXXXXX. First, we would like to extend our deepest apologies if you have attempted to reach us and have not received a reply until now. We are not exaggerating when we say that our team is working around the clock to quickly and safely fulfill orders and communicate with customers. We value you as a customer and will do whatever we can to address any questions or concerns you may have. We completely understand your disappointment and frustration upon learning that the pool you thought you would receive in one - two weeks is back ordered with no exact delivery date estimate.
During this unprecedented time, it has been our goal to be as transparent and forthcoming as possible with information regarding your order. Unfortunately, this isn't always easy because we are completely dependent on our manufactures for lead time information. We have been in daily communication with the manufacturer of the pool you ordered and have provided you with the most accurate information to our knowledge every step of the way. We understand that this does not make the delay in your order any more palatable or change what has happened, but we do want to let you know it has never been our intention to mislead you.
Due to *** the manufacturer of *** pools is experiencing much longer than anticipated lead times. The current climate has forced most Americans to do their shopping online and look for new ways to entertain themselves at home. This increased demand for above ground pools quickly depleted existing stock globally and have put manufactures that are already understaffed due to *** weeks behind in processing and shipping orders. While ***, the maker of *** pools, is in a better position than most distributors because their pools are made here in the United States, raw material delays, staffing issues and new safety protocol, among other factors brought on by the pandemic, has substantially slowed down their production of above ground pools. Other manufactures of above ground pools are in an even worse condition currently. Check out this article from The New York Times for a more in depth look at the challenges facing the above ground pool industry this year.
Due to these factors, the *** pool lead times are evolving on a daily basis. Orders are being processed in the order they were received. Most recently pools with an order date of May 11 have been shipping out. As soon as your order comes up in their queue, your *** pool will be shipped to you from their facility in Arkansas. As of today, we can no longer give accurate ship dates for in house orders, we can only acknowledge that pools are still shipping every single day and the factory is working multiple shifts, days a week. At this current time we still anticipate most orders will ship in the next 3-4 weeks, allowing you to use your pool for a good portion of the 2020 pool season, however as mentioned above this lead time continues to change and we cannot commit to any specific time frame at this time. It is also worth noting that we stopped taking orders for above ground pools on May 26th so the only orders the factory is focusing on came in prior to that date. Your order is included in that list. We recognize that this has taken longer than you were initially promised, and we truly apologize for any inconvenience and frustration this has caused. We certainly can start the process of cancelling the order at your request, have you return the pool components you may have received, and stop items that are currently in transit. But if you do in fact want an above ground pool we would advise you to keep your order in our system. The high demand for above ground pools is expected to last another two years! Right now, you are essentially in line for a pool (without having to physically stand in line!) and when your order comes up, your *** pool will be shipped *** and take approximately three days to get to you. While you may not receive your *** pool in time to enjoy it for a full summer this year, it will provide many summers of family fun for years to come.
We have been selling on line since the 90's and we have a stellar reputation for customer service, though given the work load our response times are truly lagging. Our entire team is doing everything humanly possible to keep up with the inquiries. We value you as a customer and will always do all we can do to address any questions or concerns you may have.
We will be in touch with more information as soon as we have an update on your order. Thank you for your business and especially for your patience and understanding during this unprecedented time.
(The consumer indicated he/she DID NOT accept the response from the business.)
The response provided does not provide any clarity concerning the status of my order nor does it provide a realistic timeline that I can expect to receive my product.
We placed an order, our account has been charged and we have yet to receive the item.Many failed attempts and have yet to reach the company.
We purchased a *** pool heater for $1,100.00 almost a month ago. We have yet to receive the item, can't track the order and have not been able to reach customer service, despite multiple attempts via phone, email and message. Our account was charged for the order and it is beyond frustrating that we cannot even get a status update. This company is a rip off.
At this point, we would like a status update, tracking information, timely delivery of the item or a complete refund. It would be helpful if they didn't just take your money and never respond or communicate with the customer.
-19 has caused many people to stay at home this year and vacation in their own backyard. Tens of Thousands of customers have decided to make their backyards their vacation destination and thus they want a pool and/or pool accessory. The manufacture of the item on this order has been sold out and they were forced to stop or delay production due to the demand created by everyone staying home.
We apologize for the delay in communicating back with the customer as this demand has brought about a much higher call/email volume than we could have ever anticipated.
The item placed on this order should ship in a week or two as per our supplier.
I am also directly emailing the customer this information and they will be able to email me directly with any questions.
We have been contacted by the company and informed it is their hope the product will be shipped "in a few weeks". We feel this response is unsatisfactory, as it doesn't provide a tracking tool or a timely resolution. Our account has been charged in full for the product nearly a month ago. At current, we have requested a full refund for this item and immediate cancellation of the order. We have yet to receive acknowledgment of this request but wanted to update your records regarding the requested resolution. We have attempted to be very patient as the current events have created many delays and we understand this has been unavoidable; however, a better form of communication and customer service is a must. This company has been negligent to this point and we hope for a timely resolution.
We will cancel your order and refund credit card used for original payment. Thank you for the opportunity.
We placed an order, our account has been charged and we have yet to receive the item.Many failed attempts and have yet to reach the company.
We purchased a *** pool heater for $1,100.00 almost a month ago. We have yet to receive the item, can't track the order and have not been able to reach customer service, despite multiple attempts via phone, email and message. Our account was charged for the order and it is beyond frustrating that we cannot even get a status update. This company is a rip off.
At this point, we would like a status update, tracking information, timely delivery of the item or a complete refund. It would be helpful if they didn't just take your money and never respond or communicate with the customer.
-19 has caused many people to stay at home this year and vacation in their own backyard. Tens of Thousands of customers have decided to make their backyards their vacation destination and thus they want a pool and/or pool accessory. The manufacture of the item on this order has been sold out and they were forced to stop or delay production due to the demand created by everyone staying home.
We apologize for the delay in communicating back with the customer as this demand has brought about a much higher call/email volume than we could have ever anticipated.
The item placed on this order should ship in a week or two as per our supplier.
I am also directly emailing the customer this information and they will be able to email me directly with any questions.
We have been contacted by the company and informed it is their hope the product will be shipped "in a few weeks". We feel this response is unsatisfactory, as it doesn't provide a tracking tool or a timely resolution. Our account has been charged in full for the product nearly a month ago. At current, we have requested a full refund for this item and immediate cancellation of the order. We have yet to receive acknowledgment of this request but wanted to update your records regarding the requested resolution. We have attempted to be very patient as the current events have created many delays and we understand this has been unavoidable; however, a better form of communication and customer service is a must. This company has been negligent to this point and we hope for a timely resolution.
We will cancel your order and refund credit card used for original payment. Thank you for the opportunity.
Took my money and WILL NOT return emails or answer calls. Been 2 weeks and still haven't received my order.
I placed an order for an in stock pool liner on May 18 and have had zero follow up and my order has not arrived. No one returns emails or calls. I received a survey last week asking me to confirm receipt of my order and for a rating. I'm still waiting to get a tracking number that should have come after I placed my order. I created an online account to track my purchase and it doesn't even show up! No one answered their phones. I spent an entire day calling and not one person picked up. I left countless voice messages requesting a status and have heard nothing back in addition to multiple emails. I ordered every bit of my above ground pool for 3 other companies and everything arrived within days. There's no excuse when everyone else has managed to get orders out but ProPools. The way they do business is shameful.
I want my order delivered ASAP! I expect an email with some information regarding my order and an expedited delivery without excuse.
Liner Shipped to customer on 06-10-2020. Fed Ex Tracking number 1ZXXXXXXXXXXXXXXXX.
(The consumer indicated he/she ACCEPTED the response from the business.)
Took my money and WILL NOT return emails or answer calls. Been 2 weeks and still haven't received my order.
I placed an order for an in stock pool liner on May 18 and have had zero follow up and my order has not arrived. No one returns emails or calls. I received a survey last week asking me to confirm receipt of my order and for a rating. I'm still waiting to get a tracking number that should have come after I placed my order. I created an online account to track my purchase and it doesn't even show up! No one answered their phones. I spent an entire day calling and not one person picked up. I left countless voice messages requesting a status and have heard nothing back in addition to multiple emails. I ordered every bit of my above ground pool for 3 other companies and everything arrived within days. There's no excuse when everyone else has managed to get orders out but ProPools. The way they do business is shameful.
I want my order delivered ASAP! I expect an email with some information regarding my order and an expedited delivery without excuse.
Liner Shipped to customer on 06-10-2020. Fed Ex Tracking number 1ZXXXXXXXXXXXXXXXX.
(The consumer indicated he/she ACCEPTED the response from the business.)