Leslie's Poolmart Reviews 97

The worst customer service I have ever experienced. I'm sorry I can't give negative stars.

We ordered a custom spa cover in early March. The website indicated it would ship in 3-5 days at the time the order was placed. Checked back several days later and the estimated ship date had moved to early April. Checked back again in early April and the ship date moved to mid April. Then late April.

E-mails and FB messages kept getting me different reasons for the delys....the warehouse was out of stock...there was a bug on the website...the factory was a little behind...always something different, and still no real answer. The last update (6 weeks after order was placed) was that they could PROBABLY provide a tracking number in 2-4 weeks.

I wrote them back and complained about the lack of customer service. But I told them if they could guarantee we would have our spa cover in 4 weeks (grand total of 10 weeks!!!!) that we would keep the order. Several days passed and they never replied.

I should have listened to all the other people who said they were a shady company to do business with, but I didn't. I hope YOU listen.

The ONE positive thing I can say about the entire shopping experience is that I paid through PayPal at the beginning of March. They didn't "cash" the payment, so PayPal cancelled the transaction 30 days later.

I have been doing business in person and on line for a very long time, and I can without a doubt say that I have NEVER had this bad of an experience with anyone.

Ordered a spa cover 5 weeks ago. Website stated about a week to make this and then it would ship (about 2 weeks). Leslie's let's you track the progress of your order. Yeah, right! Any time I check the progress, the 'estimated' shipping date is changed to one week away! Don't know if I will ever receive this. Customer service is not helpful at all. I would suggest shopping elsewhere.

Ordered pool filter. After taking the day off to install filter realized the filter was broken internally. Took back to store as directed by customer service. Leslie's then told me that the soonest they could get me another of the same brand name would be in 4 days. In the meantime my pool is green and getting it getting warmer. I researched and found out I could get the same filter today from their store with a different name stamped on it today. Customer service told me they sell that name for more money and were only willing to give me an extra $10.00. They would rather lose my business of 20+years of at least $1000.00 per year then try to make me happy. They don't care if you wait for them to send you a very damaged filter and when asked to rectify the problem, they offer $10 and tell you to find one yourself.
They also don't even seem to have a customer review site, probably don't want all the bad reviews!!!!!

I paid for an order which was never shipped. I’ve called x4 and get nowhere. They’re telling me to call Fed X but Fed X never received product. Three times they said I’d be contacted within 24 hours but never was. They are refusing to refund or ship. Horrible customer service!

I have the worse experience in my life to return an order.
I can not return the order at the store as described on the return policies and the customer service is a joke!!!
Please be away from this company.

My pool heater stopped working due to what I suspected was a broken igniter. I called Leslie service on a Saturday and let them know what kind of heater I have and the suspected problem, but the service person acted like she had never heard of a pool heater before and could not tell me whether Leslie stocked parts for my heater. She sent Dennis out on the following Thursday to service the heater. Dennis took a quick look at the heater, and he called me to tell me that my house’s gas meter was not suitable for the heater and needed to be replaced before servicing the heater. He also said I needed a new igniter and another sensor, and he said that the heater may be damaged so I might need a whole new heater. He said that he did not have the parts in stock, that he would have to spend an hour or two on the phone to find them, and that it might take months for the parts to come in. My gas meter has been there for over 20 years and has never causes a problem with the heater or anything else. I went online and found the igniter in about 30 seconds at half the price he quoted and available for next day delivery! I stopped by Texsun on my way home and picked up an igniter and installed it the next morning. The heater works great! I did a survey from Leslie with these facts, but never heard from them. NEVER USE LESLIE SERVICE.

Can't believe their prices in comparison to places like Walmart and Amazon they are 50-60% higher. I'd rather you put the whole inventory online and shut all the stores than try to rip me off to pay your overhead. I saw how much they charge for a pool pump and did a complete 180 degree turn right out of there.

They are a RIP-OFF!!!!!
Don’t waste your money!!!!
You can purchase same items
at WALMART for 1/3 the price.
They should be put out of business!!

Terrible customer service. I ordered a part online. The part never showed up despite Fedx tracking telling me it was delivered. Turns out after talking to Fedx that the address on the package was not my address and they delivered to the address on the package.

I called Lesliepool.com and was told a new part would be shipped shortly. That was 2 weeks ago and I still do not have the part or any communication from them telling me when they would ship the part.

Go elsewhere!

Nobody knows anything about their products. Prices are UNBELIEVABLY higher than other pool supply stores for the same products. Shopped Federal Hwy. store in Fort Lauderdale. Rude customer service, sort of like, "Take it or leave it." Then the guy I dealt with had the audacity to try and cross sell me on pool service.

The Leslies Pool Mart Service team and the warranties that they provide are completely worthless.

I scheduled an appointment in Mid May to come take a look at my pool heater that I purchased the year before. It was still under warranty. They had to come out for 3 different visits and after 3 visits, 6+ weeks later, the service tech says he spoke to his manager and his manager, Doug Haggard out of Tennessee, just told him he has only ever had 2 heaters replaced due to manufacturers defects in his 27 years at Leslie’s!!!

Why after 6 weeks am I just hearing this and why would a warranty be provided if ONLY 2 in 27 years have been replaced under warranty!?

This takes poor service to another level. Just infuriating.

One of the worst customer services I’ve ever dealt with. Takes hours on the phone to get through and then they say the can’t track there own products for shipment. Was told that a district manager was the only person who could do that. Lol and by gosh three days later still haven’t been contacted by that person. From the store to the warehouse just terrible service. Beware!

We ordered an above ground pool from Lesle's in early April of 2020. The site and email conformation said the pool would ship within 3-5 days. Two weeks later, I sent an email inquiring about the status of the order (there is no way for you to look up your order using your order number on their site, even if you "join" the rewards program, so don't bother wasting your time with that process - it will only result in dozens of emails from them). Fast-forward to May 1st, still no pool and no response from the company, we decided to call the 800 number. After waiting for 45 minutes, we got through and were told that the pool would ship in 2-3 weeks. A week later, I received a voicemail stating the pool was out of stock and would not ship. A month after ordering the pool, they called to say it was out of stock. This was trenendously frustrating, because it's now nearly impossible to get a pool. A few days later, I called because we hadn't been refunded for the cost of the pool. I waited on the phone for another 50 minutes, and finally got through to customer service. The poor person who helped me told me that this happens ALL THE TIME, and she fields calls like this from them every day. She said there's no reliable way to get through to them via email, and they frequently don't respond. I asked about the refund for my purchase, and she said she would try to move it through. She said if I didn't receive a refund in another 7 days, I should dispute the charge with my bank. I am grateful for her help, and received the refund last week. As far as I'm concerned, she was the only positive part of this process. T
The bottom line: Leslie's is terrible. Their online customer service and communication are dreadful, and I would never recommend them.

Had new pool equipment installed and now I've had the chance to turn it on and hopefully enjoy my pool no such enjoyment soon as I turned new equipment on nothing works gauge stays at 0 no pressure in water at all skimmer has no water movement and this is what I get after spending almost $4000.00 and to add insult to my issue they schedule me a tech to come and check it out on May 6th but today is April 20th so because of your equipment failing to function properly I have to wait this long to have my pool issues taken care of also if someone cancels we will move your appointment up hows that for great customer service I've spent my money already and this is the best you can accommodate me this is ridiculous and no way to treat a paying up front customer the proper response should have been Mr. Smith we are so sorry your pool is not working please except our apologies and we will get someone out today or tomorrow to fix the problem you think.no such response wow give me a break you are the leader of no customer service you take top awards.all statements here are true.

Traded at local store for over 15 years. Recent experience is poor service, questionable advise, failure to uphold offers/promotions. Noted changes in personnel, also. Changing to another company for supplies. Need to find a competent provider of water testing.

Don't go to this store. The old hag that claims she owns the store is a moron and has no business advising people on how to fix their pool chemistry. She is rude and unhelpful. She goes out of her way to make sure everyone knows she's the owner, normally that would be fine but this old lady sucks at her job. She conned me into buying chemicals that I didn't need and had the stupidity to try and tell me the chlorine tabs are not chlorine at all. God forbid you challenger her, here comes the attitude. She has no business interaction with consumers. I can't express more, don't spend your money at the location.