Poolsupplyworld Reviews 638

Giving even one star is being generous! This was my worst customer experience ever. We ordered railings that never came. They made us wait on hold forever when we complained and then said they had no information but promised to call back the next day. This happened three times. They totally lied. They said if we were unhappy we should cancel the order because they had no idea when it would come. We cancelled and found it somewhere else for $100 less. We got an email acknowledging the cancellation but never got our refund When we finally got thru again the said now the item was being delivered and even though I had an email acknowledging my cancellation the item had to be shipped to us. and they tried to charge us for refusing delivery. And they still have not given me a credit. But they promised. I have never had an experience with such outright lies by customer service representatives. This company is totally dishonest and seems to thrive on ripping off its customers. I hope I don’t have to sue them. It has been three months and they still have my money although they say now I should get my refund any day.

Had to cancel order after 10 days the item had not shipped. They said it was in stock and it would be 4 or 5 more days to ship because there is a pandemic. Well I did not know they had a pandemic the rest of us don't live with everyday, but if it makes it impossible to do business in a timely manner, then they should close the business till the pandemic is over or they figure out how to ship from a warehouse. I inquired several times as my pool was not filtering while I waited for the filter. Ordered through Amazon for $10 more and got guaranteed delivery in 3 days.

I would have to honestly say this has been the single worst customer service experience of my life. I ordered a sand filter from them, it arrived damaged - now I don’t know if it was damaged in transit or damaged in the factory, but either way, there were compromises in the vessel rendering it worthless since it is under pressure. I contacted them the day it arrived to inform them. They sent me an email asking to provide pictures which I did - again the same day. They said I would hear back from their returns Dept within 3-5 days. A week later I had heard nothing. So I contacted them again and expressed my frustration- the woman I spoke with said she would handle the issue, and I would get a return label to ship the unit back. Again, crickets. After two weeks I emailed again saying I was going to dispute the charge if I didn’t hear back from them. No reply. It has been over 3 weeks now and I have never seen a reply since I sent the pictures of the damage. I would advise absolutely everyone to never use this company. They are the absolute worst I have ever dealt with.

Ordered an A-frame pool ladder on 6/10/20. On 6/15/20 I received an email stating my order would be delayed by "at least 2 weeks". I immediately tried to contact them by phone and email. The phone system said "there's more than 9 callers ahead of you. Your wait time will be in excess of 60 minutes" on the first 5 call attempts, even 5 minutes after they opened! After my second email, they finally responded on 6/22/20 saying they would update me by 6/27/20. I got CRICKETS! I finally called and spoke with someone on 7/20/20 and they said my order was cancelled and refunded back on 7/3/20! No email, no call, no notification whatsoever...nothing! So I waited 40 DAYS on this one! Needless to say that their customer service on this was HORRIBLE! I will NEVER order from them again!!

Do NOT use this company for any of your pool needs. I purchased a pool from them with a faulty liner. They told me to contact the manufacturer, and the manufacturer told me to contact them. They are useless and their customer service is very poor. Go elsewhere.

I ordered a replacement pool pump motor, and chose Pool Supply World, because they had the exact motor at an incomparable price, so I could afford the repair and I wouldn't have to change the footprint or replumb the connections. They confirmed my order, and withdrew my payment right away...but they had problems with my order...days into the order process, I called, because their "chat" does not function. Their people were professional, and very patient...and explained that their supplier was out of the product, but there were seven other possibilities. Days went by with no response, so I called again. Their response was immediate, and they were able to communicate what was taking place. I was assured that by Friday the seventeenth of July, I would have shipping information. My motor arrived on Monday in perfect condition. Patience, as these guys work through the Covid hurdles, is all it takes. They showed care, and persistence. Well done.

I would give a zero if I could. DO NOT ORDER FROM THIS COMPANY....SCAM! I ordered June 20th with the expectation of getting my pool ladder I paid $148 for within 2 weeks. Site had me create an account at time of order. Days after I ordered I attempted to login for a tracking numbers & it said I didnt have an account! Multiple emails sent & crickets....no response. So I opened a dispute through PayPal. Finally after I believe a week they responded saying they were looking for my order & I'd get a tracking number 3-5 business days (that was July 3rd). July 9th I get a email after I requested refund . Still nothing. Waiting for my refund still. Today is July 19th.

0 stars here negative 5 stars actually. We ordered an inflatable M spa hot tub me in 2020, and received a 2013 to 2015 model which didn't work right from the get go. Wouldnt heat or hold water initially.. Attempting to contact them from the beginning through emails and multiple phone calls and getting nothing but the run around and 1 to 2 day, IF ANY, response. Sent to the company that makes the spa instead of the company that sold.. Then given multiple days and back-and-forth emails of the run around again.. Product eventually started working for just about 27 or 28 days after we played around trying to get it working. Continually have attempted to contact them and was told there's nothing they can do because they are just an answering service.. do my issues were emailed to cimpany who NEVER GOT BACK TO ME after 3 emails 5 calls and 3 weeks later.. Also was threatened initially with a restocking fee and that we would be responsible to ship this extremely heavy item back. Now I'm in the middle of fishing through all of my old emails to prove that this thing has been a piece of garbage from the beginning as I am disputing it. And by the way, I can't buy the filters from anywhere in the United States of America... so Had to pay triple the price on eBay. I have a LOT of money invested into steps, FOAM PADDING, SPA seats, CUP holders,, and 3x $ filters that I still haven't received- for a hot tub that still hasn't worked. I cannot get through this company in when I finally did they said it would be 3 to 5 business days and it's been another 2 weeks and nothing yet. 550.00 item. Beware.

I ordered a vac mate and called 1 hour later to cancel and the employee told me it had already shipped. I did not receive a shipping confirmation until 5 hours later, so the product did not already ship. Now they are trying charge a 15% restocking fee and $15 shipping on a $64 product. Terrible company and don't buy products from them.

Terrible experience. They do tons of work to show their site as having specific items which I could not find local. I tried to call to confirm via phone but hold time was a while. I clicked through and ordered them.
After waiting a while for shipping, I found out even though the manufacturer name was the same, the exact item was very different.

The failed to respond to request to return and finally sat through an hour hold time to speak with someone that said someone else would have to call from RMA department and it might take weeks to exchange. I needed the filters now so opted for refund and got from a different supplier in only a couple days. Why couldn't Inyo Pools SEO be better?

I've tried to contact multiple times and only after protesting with my CC do I now hear back via email. They also want to charge me a 15% restocking fee and $15 charge. How can a firm stay in business? I hate Amazon for their tax evasion and how they treat people but maybe that is better than this.

Read the fine print in large print...NO ORDERS UNDER $25 ARE RETURNABLE!! I bought a $17 dollar part from them based on the photo they provided. I received a different part even though the same picture showed up on my invoice. They said "not returnable" and that the picture shown was for demonstration purposes only?!!?? They misrepresented the product visually and did not take any responsibility for their error. Guess who gets stuck? Not them! I will be challenging the charge with PayPal and Visa.

THIS COMPANY IS HORRIBLE TO DEAL WITH!! STAY FAR AWAY FROM THEM. I ordered a solar cover for my pool on May 3rd they charged my credit card the same day. After several calls I final talk to someone and they have no idea when my product would be shipped and they couldn't get a hold of the warehouse to find out when it would be assigned a tracking number. After a month of waiting for my product and several calls and emails I canceled my order. They said I would receive a refund in 5-7 business days. It is now 30 days later and I still have not received my refund. After several calls and emails I'm still getting the run around about how they have to get confirmation from their warehouse before I get my refund. I always thought the accounting department handled bill. I bought my solar cover from another company and received it 7 days. I strongly urge you to NEVER USE THIS COMPANY

ZERO stars. This place is a total, scam and rip-off site. I ordered a pool filter, only because I thought it was available through them. As i turns out, the part was not available and never shipped. I called to cancel the order and the CS person said no problem he understood, as he could not promise when the product would be available and that he would credit our account asap. I went ahead and found it on Amazon and got in 2 days. Two weeks later the filter arrives from Pool Supply World via Fedex. I, of course, checked the credit card, they had not given us credit, called Customer Service, and after a 90-minute wait. I was told - no returns without a restocking fee and I'd have to pay return shipping. I explained my story - that I had cancelled the order. He gave me some ridiculous story that the returns dept. would need to approve the return and they would send a return label. That never happened. I think they just try to wear you down. I will report to our credit card company. The only thing we as consumers can do is post reviews. "there outta be a law" STAY AWAY FROM THIS COMPANY.

I should have looked up reviews prior to ordering. I was just excited that I found that I was needing for a cheaper price than local stores. I found out the hard way why it was cheaper..it is not the correct product that was pictured on Pool World Supply website. I was finally able to get through on chat. Lucy was nice but the "higher ups" as she referred to them as made the decision that the correct item was sent regardless of the none matching pictures. Now in order to return this item I have to pay for the return shipping and the restocking fee. SO basically they sell the wrong items and then make money off the returns. I would not be surprised if this item has been sold and returned many times over.

I agree with Patrick... Stay away from this place. Sent my order incomplete, then I spent 2.5 hours on hold to talk to CS. They will never reply to an email. Still haven't resolved my issue

Wish I saw this before I ordered. Will be disputing with my credit card company immediately. Wrong part came and they don't respond. The part they sent could have fried my entire electrical, I mean... come on.

Stay as far away from this company as possible. They do not reply to emails, they do not answer their phone, and there is never a rep available on their website chat. They never let you know if or when they ship parts or how long it will take. After a week of frustration ordered from a competitor and received overnight cheaper than PoolSupplyWorld’s ground shipping rate. And the return policy is criminal at best considering. Restocking fees, return fees, And exorbitant shipping fees all totaling almost the amount of the items purchased. THIS SITE IS A SCAM!!! B E W A R E !!!!!!!

Ordered a new pool pump May 17th and was billed. I haven't heard from them again despite repeated attempts to call, email and message. I just filed a complaint with the better business bureau. I sure hope I can get my $200 back!

Same as what everyone is writing below. Horrible customer service. Ordered a pool sweep rebuild kit. Got confirmation of order and billed, but no shipment information. Finally after 2 weeks the item arrived, but was wrong kit. Tried contacting them to return. Phone message says "due to high call volume..." and then hangs up! Online Chat doesn't work. Finally called early morning and waited for 55 minutes until I finally spoke with someone who said he'd have the returns department contact me. Got an email confirming in 5-7 business days someone would give me RMA code to return item. It's been 11 days and no contact. I've sent 4 emails requesting someone contact me and nothing! DO NOT ORDER FROM THIS COMPANY!

Ordered over a month ago. Cant get ahold of anyone. They dont respond to emails. Finally got to talk to someone to cancel my order. Said it would talk 5-7 days to hear from warehouse and guess what? Nothing! Dont order from this company! Ever!