Poolsupplyworld Reviews 638

ordered pool pump kit ord.#pswsf-00062657 received and box was broken sent massage and pictures tried to call got email back that were looking in to it 4 weeks later they stop emailing me and wood not answer the phone wood not send me a return # or refund my money so from i will not buy anything from them again

After 3 weeks without any update of my order, after 3 emails left without reply, I spent 55 minutes to get someone on the phone and ask for a refund. 10 days later, no answers to my emails, impossible to reach them on the phone. The worst service ever

Pretty much the same as every other review. I tried to cancel and order. They wouldn't return emails or phone calls. They will leave you on hold indefinitely so don't bother calling. Awful company.

Really, you take 2,000 out of my account and I have to call you to find out why my item is no longer on your website!!!!!!!!!!!! Been waiting for 4 hours a day to only hear when I ask about a refund...."sorry, I can't hear you".... our computers are down or Oh Im sorry can't hear you, you will have to call back....SCAM SCAM beware they take your money before they ship they have had our 2000 for 8 business days and can't get a hold of anyone........Ill let you know if we ever resolve this.....bank has been notified and I will be calling our Attorney General.....

They charged my credit card $150 and never delivered the granulated chlorine. Rip offs do not buy from them. Emailed and emailed and no response. Looks like they are not able to operate due to Corona. Chat is not working on their website. Beware of these scammers

Ordering was easy and the shipment arrived on time but thats where it ends. after several hours of building the pool, it was time to put the liner in, turns out it was not the liner I had ordered, it was close except it has this ugly gold fake tile print all around it that I hate. Well I installed anyway because I have been waiting weeks for this pool and have been spending all day building it to this point. Well the liner went in, left it to fill overnight. Woke up to finish it off by putting the top caps on the corners... Wrong top caps, wont fit at all leaving bare metal brackets visible.

The "customer service"
The first week I tried calling their phone system abruptly ended the call saying that no one would answer due to COVID. maybe... but they can easily set it up for employees to answer the phone at home during COVID . Besides, they were able to ship it out and I can assure you packing 400lb pallet is more than a one person job.

Ive emailed, with no response.

Called a few weeks later, after being caller #9 every single time I call, I finally got through to a human. She seemed to understand the problem and had me send pictures to an RMA request email address that she sent me, I did so right away and ensured she got them before hanging up. I was told someone would reply ASAP and get this taken care of. That was May 29th, It is now Jun 19th and I still have not heard again and am back on the phone as caller #9. Probably to get reassured that it will be taken care of and end up with a half built pool with an ugly liner.
I think for spending $2000 they would take care of the customers a bit better.

Do not recommend, terrible customer service.

OMG the same thing is happening to me they took $500 out of my credit card and every time I called to check on the status because they never sent me an email about anything All the recording keeps saying you have nine calls ahead of you please be patient are they kidding me or what I’m calling my credit card company They have some pair Doing this to us

I placed an order for pool stairs on May 30th! I have still not received them and it is almost 3 weeks later! Of course they took the payment out of my account immediately! I did get to talk to someone one day and he put in a tracking request, sent me an email and said I would get a response in 3-5 business days! Still haven't got a response! Everytime you try to call there are 9 calls in front of you! I sent an email 2 days ago, no answer of course! Tried the live chat, said there were 14 ahead of me and it would be a 50 minute wait! I wish I would have known how terrible the service was gong to be with this company and I WOULD NEVER HAVE DONE BUSINESS WITH THEM! I would not recommend this company to anyone!

Worst company ever! Took weeks for me to get a response on the status of my pool ladder, I waited on hold for over an hour they said it had not shipped and I told them to cancel the order. I then faxed and emailed multiple times for them to cancel. In the mean time ordered a ladder from Lowe’s and got it in two days. Then a week after canceling the order I get a shipment notification like is this company for real!! Horrible horrible horrible

This company is horrible - do not order anything from them. Had to dispute through my credit card company. They suck. I wanted to give no stars.

I bought a filter grid and mistakenly it was wrong size. I called them thousand of times and some how got I person. He was super disgusting. No hi/hello no greetings. After I spoke with him he told me his super visor will call me within 1/2 days and just hanged up. I waited for more thn a week. Thn I emailed them and no ans. I have no idea how come they are doing business. Totally disgusting. I’ll not never ever order from them

I would not recommend this company. I ordered a 15' pool and they accepted my money and took my order. 3 days later the free pool cleaner showed up. 5 weeks later and I still had not received my pool. I try to call them (what a joke) and couldn't get through so I emailed them. A couple days later I get an email informing me that they're out of the pool I ordered. Really? You took my money but no one could contact me and let me know anything??? They sent me another pool finally for the same price. The free pool cleaner doesn't work and didn't come with instructions. I would avoid this company and take your business elsewhere.

Placed an order 8 days ago, they charged my credit card the very next day, so they got their money already. I've got no product, no updates, nothing. You can't reach them by phone, they don't answer email. I definitely would not order from them again or recommend them to anyone.

DO NOT USE!!!!!
3 weeks since I placed my order, & they have still not shipped the item. Absolutely the worst customer service in the world!!!
This must be scam!!!

Buyer beware. Terrible service. They processed my credit card charge, but did not fill the order one month later. They do not answer the phone and have not responded to email request to cancel the order and refund money. NO EXCUSE for this irresponsibility and terrible customer service.

My letter to Pool Supply World

Dear Pool Supply World,

I am so very disappointed and frustrated with your company. So much so, depending on how you resolve this matter will determine if I come back to do more repeat business.

Chronology:

April 10, 2020 Purchased online Polaris PB4-60 3/4 HP Booster Pump (order# PSWSF xxxxxxxx)

June 3, 2020 Installed new Polaris pump when I opened pool for the season. Noticed water leaking from Volute return. Thought it was loose connection so tightened connection a bit. Leaking continued. Upon further
inspection with flashlight, saw a hairline crack in Volute return thread section. Tried calling Pool Supply World customer service several times, waited and waited on hold each time but time was always
excessive and I couldn't remain on line.

Tried using Chat feature several times but response was "there are no agents available at this time, try later".

Tried using plumbers gasket sealant to fill hairline crack but all it did was make a mess.

June 4, 2020 Decided to just purchase online replacement Volute for Polaris PB4-60 Booster Pump (order # PSWSF xxxxxxxx) since I could not get in touch with anyone at Pool Supply World.
FedEX delivery scheduled for Saturday June 6 by 1PM.

June 6, 2020 Waited for 1PM FedEX delivery but received FedEX text that delivery changed to end of day. But no delivery. Contacted FedEX and learned delivery changed to Monday June 8 end of day.

June 8, 2020 FedEx delivered replacement Volute.

Disconnected Polaris Pump and attempted to install replacement Volute only to find YOU SENT THE WRONG ONE! Rather that a PB4-60 which is what I ordered, you sent a PB-4 which is smaller.

Called Pool Supply World customer service and was on hold for quite some time. Finally, Tom answered and said he would make everything right. After a lengthy discussion, he asked for pictures of both Volutes which I sent and he confirmed receipt. Then he said he was forwarding all of this to a manager who would review and call me within 3 days. WHAT!!!! Further delay, waisting a manager's time for a
part that retails for ~$40, and it was the wrong one sent by your warehouse in the first place. When Tom saw my outrage, he said I should get a call in a day.

June 9, 2020 Tom lied - no call, email or text from anyone at Pool Supply World. So, I called customer service and was on hold 1 hour and 19 minutes. Your auto message said I was the 9th person in line and calls
would be answered in the order received. Well, the reply played over and over and I remained the 9th person for 1 hour. I think you should get more that one person in your customer service unit or at least
have someone else support calls when that single person is out to lunch.

Agent Alesha finally answered and listened to my story but couldn't help at all. I asked to speak with a manager or supervisor but she said not possible as there was no one she can transfer me to. Only thing
she could do is escalate my matter which I replied, please do.

I need the correct part (PB4-60) immediately if not sooner. I have not been able to use my pump since this whole matter began. Please advise.

As an employee of Leslie's/Pool supply world (they are the same company as well as some others like in the swim and pool spa parts) I am truthfully disgusted with how this company is operating during the pandemic. we have essentially been lying to customer about their orders saying items were in stock when they were not and keeping customers orders going and keeping their money when they've requested cancellations. For instance the above ground pools we sell were out of stock about the first week into the quarantine but did Leslie's adjust their website to show this? No. for months orders for above ground pools were still entered and we were still taking peoples money and letting them know that we'll look into when their order will ship. one of the worse parts was the fact that when they actually did change the website to advise the pools were out of stock they never sent out any emails so unless people called in for their order they would never know about this. Something else that has been getting me upset quite a bit is the fact that there have been many cancellation requests that were never actually fulfilled, the reason for this is to "clear up space in the tickets" and is absolutely reputable. they are literally not cancelling some unlucky peoples orders and keeping their money. The company has been extraordinarily busy as of late but that is still besides the point that this company should have hired more team members to assist with it all, we have thirty seasonal members on the phones staff and I frankly doubt they'd hire for the other departments as those are ones that require you to be a full time employee with benefits so the company is intent on keeping them small thereby adding to the problem of not being able to literally take care of tens of thousands of customer in any sort of convenient time frame. Every day I let people down about their orders, make some people even cry, and I get yelled at for our companies incompetence and it's so tiring. I need the Job but working here is soul draining for me. really you can take your money elsewhere and receive likely a lot better service/care from the employees, because here we will not tell you when an item is delayed or out of stock the only this company really wants it to take your money. I hate working here I really do but I need the job and it even allows us to work remotely. To all of you being hurt by this company I truly I am sorry I do what I can for you guys but it doesn't feel like enough.

THE WORST!!!!!! I ordered a diving board three months ago and have never received it and never received a call or email back. DO NOT ORDER ANYTHING FROM THEM. They take your money and they are GONE! I am filing a complaint.

Ordered a pool ladder may 24th unable to get any updates tracking information or anyone on the phone sitting here for a live chat over 70 minutes and I still have a 70 minute wait sent them an email no response. Paid with pay pal will have to file for my money back.went on again today no one available for live chat. Sent complain to pay pal to cancel my order. Calling credit card next then Better Business Bureau

It’s a SCAM!! They will take your money and never send you anything. I’ve had to file a complaint of fraud with PayPal!