Poolsupplyworld Reviews 638

I ordered a filter assembly. After a month they shipped the wrong one. I tried to return it but they never answered emails or phone calls after several more weeks. I decided to dispute the charges. They actually lied to Visa and won the dispute. I still cant believe it. They said they shipped it and I signed for it. Too bad I received the wrong one. Still out my money.

Look at all the negative reviews. How are they still operating?

Day 146....

Shortly after posting my reviews on Trust Pilot I received an email from an rma account representative stating that I was being refunded my money. I checked my statement and I wanted to let all of know that after 146 long grueling days I was finally reimbursed my money. Think about that! 146 days of shear frustration I had to endure just to get this company to do what should have been done the minute I let them know about the situation.
For those of you having to continue to endure the same frustration know that I feel your pain. Keep pressing forward we have to try to save others from our past or current dilemma we experienced because of this sham company. Keep posting your reviews so others can be informed of this pathetic company's shady business practices.
My number is still posted in previous reviews so if you're wanting to buy for the first time from pool supply world read my reviews and then give me a call for any additional information you may need.
Until then... Take care!
Gene

I wish we would have read the negative reviews prior to ordering from this company. Wish I could give them a Zero/5. Ordered product (filters) online which indicated they were in stock. After 10 days of waiting - I phoned Pool Supply World to discover that the delay in shipping was that the item was NOT in stock and not due to BE in stock for 4 weeks. Bank Account charged anyway. Supposedly cannot cancel order because it's "already in progress". Soooo - I am charged $200+ for an item I don't have, does not have a ship date, does not have an ETA date, and cannot be canceled. I was told I can return it once I receive it - but they can't tell me when I should expect to receive it. HORRIBLE CUSTOMER SERVICE. DO NOT RECOMMEND THIS COMPANY. BEWARE.

Order heater that showed in stock when ordered, never arrived, however they did send the free pool cleaner. Communication was non existent until I disputed the charge with my CC company. Returned pool cleaner and asked for refund. Pool Supply agreed however to FULL they shorted my refund buy $29.46. Continuing to dispute via CC company. EXTREMLY POOR SERVICE. Will NEVER do business with them again.

SCAM!!!!
On May 14, 2020 I ordered a pool bundle from poolsupplyworld.com. The total for this order was $1987.53 which was charged to my citi MasterCard credit card. I received two out of eight items sometime in May/June. I continued to wait for the rest of my order to be shipped. Back in July, I noticed a refund for $199.77 from the merchant so I reached out to them to see why I was being partially refunded, they said that they were out of one of the remaining six items of my pool bundle which was when I decided that I no longer wanted this merchandise. I requested a cancellation for the first time on 7/24/2020. Then again on 7/30/2020.
I never received the other 6 items. They only refunded me $199.77 out of a total transaction of $1987.53 I am still disputing the $1787.76 that they never refunded. I am so frustrated this is A LOT of money to lose out on. How am I being charged almost two thousand dollars for items I never received???

GREAT PRICES AND EASY WARRANTY RETURNS !
I had a product that failed in 3 days, I called them up and they sent a fed ex return stick on and I sent it back and 5 days later I got my refund. No fighting or arguing, just simple

While order can't be canceled even in the next few hours due to "already being shipped", they are very responsive on the telephone and waived most of the restocking fees.
I recommend this company.

Never again, I always read reviews before a purchase but not for this one, oh my, cost me $189.00 hard lesson learned. Pool motor was bad and customer service even worse. Shame on Pool Supply World. Would leave 0 stars if possible.

I will never, never buy anything from Pool Supply World again.

I ordered a pool ladder in early June. They shipped me the wrong ladder. After a series of phone calls, waiting on hold for an hour each time, waiting for an hour for online chat, and multiple unanswered emails, I received an RMA to return the ladder and receive a refund, as they were now out of stock on the ladder I wanted. I shipped the incorrect ladder back.

I waited weeks for a refund to be issued, when one day they shipped me the correct ladder instead. I had already purchased a ladder somewhere else.
Now I began the process again for another return authorization. I shipped the correct ladder back.

It took over three months, but I finally received a refund mid-September.

I wasted many hours dealing with Pool Supply World and will tell anyone I know to avoid them completely.

First off, I'm being generous by giving them 1 star! They deserve a ZERO.

I ordered a set of replacement grids directly from their website via an "exploded view" of parts that comprise my filter. Incorrect part was shipped. Contacted immediately via chat: Completely rude and frustrating experience. Chat agent was clueless and was responding from a company playbook with no regard to / knowledge of the actual situation. Customer service is a JOKE. Communication is non-existent. Customer Service insisted I ordered the wrong part -- what a joke -- I ordered it directly from their website.

Box was never opened. RMA department handles all returns and their communication is HORRIBLE (only e-mail when / if they decide to respond -- days go by with no response). Fought with the RMA department for a month before they waived the restocking fee (unopened box), but they kept the $18 return shipping charge in force! The only way they would refund the restocking fee was if I made another purchase from PSW -- Literally held $13.04 hostage until I bought from them again. LAST PURCHASE EVER!

Bottom line: After a month of painful (mostly me trying to get a response) communication, I was charged an $18 return shipping fee -- for the wrong part!

IF you want a complete and utter hassle this is your company. If not, I'd buy from another company.
Pool Supply world is a total JOKE! I will NEVER buy from them again!

This company is terrible and customer service is non-existent. I placed an order last week and was hoping it would be delivered this week. I track the package today because I never received anything but an order confirmation because I was curious on when I would receive it. Come to find out the package was delivered somewhere on Monday, but not to me, and now I have to wait for them to find it to get my refund. I should be getting the product I paid for or a refund. Your investigation is not my problem and my order or refund should not be delayed because of it. You will never get my business again.

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.

Pool supply world is selling items they don not have in stock. When I heard that the delivery was going to be delayed, I cancelled my order. PSW decided to ship it anyway, and even threaten that if I didn’t accept delivery, that Fed Ex would “take” money from me. What a joke PSW is. The only customer service I received was threats over the phone against my money.

I ordered pool light parts on July 2. There website said they were in stock. They charged my credit card the day I ordered. On July 8th I called them and was on hold for 36 minutes. Finally got a rep who said he would have put I a ticket to track the order and would take 5–7 days. I asked to speak with a supervisor, he advised none were available and would have someone call. Of course no one did. About 2 weeks later the bulb for the lift arrived. Nothing else. I ordered 4 parts and the bulb was useless without the other parts. Still no contact from the company. I called back and was told they would contact the warehouse to see what the delay was. I advised them to cancel the order. Was told it would take 5–7 business days. They told me to keep the bulb and they would refund the entire amount. Just saw today getting a refund minus the bulb. Not a company I would deal with again. I understand shortages especially now, but don’t advertise items in stock!

I ordered a Pentair Rainbow 320 chlorinator on August 3rd and was charged for it when ordered, which is normal, but 9 days later and I never received another email saying it shipped so I called them. When I placed my order it said it was in stock, come to find out it was on back order and they didn't know when I would receive it. The lady I spoke with was extremely rude and had no explanation when I asked her why I wasn't sent an email stating the chlorinator was on back order. I just told her to refund my money, which she says will take another 5-7 days. I will never order anything from this place again and I would warn others to do the same.

Ordered a pool ladder on July 21, 2020. Showed "In Stock" when ordered. I sent an email on Aug 6 to check on order status. I was told they are working on my order. PLEASE NOTE: DEBIT CARD WAS CHARGED THE DAY OF ORDER. As of 8/10, still no notice of shipment. Last order placed with them had same result, ended up cancelling order, but decided to try again. I am beginning to think this is a scam by which they use customers money for a month or so and then return it. Free loan for them, too bad for customer. If this is happening a lot, might not hurt to contact Arizona Attorney General for review of possible fraud from business.

Filter came damage and the box was retaped. I paid for a new filter and received an open box item. I placed a review on their website but they deleted it the second day. Never trust this website again

I purchased what was advertised as a compatible Hayward T-cell replacement from Pool Supply World through EBay.
The unit was reading low salt on day 1 so I gave it a few days to calibrate but no luck.
Thinking it was possibly something wrong with my controller (how could a brand new compatible T-cell be bad out of the box - right?).
It took awhile to locate a reputable Hayward rep and get them out to investigate.
The rep looked at my brand new T-cell and said he thought that knock off brand was the problem because he had other brand new knock offs on his truck that he replaced with similar issues.
The rep installed a new Hayward brand T-cell and Voila - reading properly.
I contacted pool supply world through EBay to return the defective one but because I was more than 30 days out" they declined.
I'm not happy that Hayward has a monopoly on their parts but now I'm pissed that I spent $300 for this false advertised knock off and still had to spend another $600 for a Hayward brand plus service call.
To make matters worse - if you look at Pool Supply World - they supposedly have thousands of 5 star reviews - but I didn't see where I could write a review....hummm

I purchased a Pentair Product from their online website and the top cracked. The product page said this item has a 1 year warranty (I screen shot this page for my records when I initiated a return for the item)

Because it was out of PSW's 30-day window for returns, they told me to contact Pentair. Pentair said their warranty was only for 60 days. (That pittance of a warranty is a whole other issue.)

I contacted PSW because their site clearly said the warranty was 1 year. They refused to honor this. In fact, they removed the warranty information from the product page. Now it just refers you to the owner's manual. Really, PSW?! How is someone supposed to refer to an owner's manual for a product they don't own?!

They basically said because Pentair won't stand by their product, neither will they.

"Buyer beware. Terrible service. They processed my credit card charge, but did not fill the order until 14 days later and then send the wrong merchandise. Giving even one star is being generous! This was my worst customer experience ever. I would give a zero if I could, ZERO stars here negative 5 stars actually. DO NOT ORDER FROM THIS COMPANY....SCAM!
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.