Pool-Spa-Supplies

I don't know much about pool supplies, but a little about customer service.
Size not same as described
Charged 25% to restock + shipping
Slow to no response to email
Rude on the phone

I purchased a pump for my hot tub, which unfortunately I had to open a warranty case on. The customer support team was amazing in resolving the situation. They were very responsive, and I had a replacement pump in a few days time. I appreciate the way that they took my problem seriously and resolved the situation. I will buy from them again.

Terrible customer service. I placed an order for next day delivery and paid $156.00 for that delivery service. My product did not arrive. I have called repeatedly and no one answers the phone or returns messages. I have sent numerous e-mails with no response. For all I know they are a scam organization. I will call my credit card company to cancel the order at once. It seems from what I have read no one is happy with their product or service.

I tried placing my order several times. It was not possible due to "error calculating taxes" (can´t see the challenge on that, but yeah). I asked customer service to help me ship my order to Miami, but never got a response. After reading these reviews, it seems they don´t like having customers.

We ordered a part for our hot tub May 12,2022. After receiving the wrong part we returned it & have spent all summer trying to get our money back less original shipping, less a restocking fee. It's now October 11,2022 and we still haven't gotten a refund despite speaking directly to them on the phone 3 times over the last 4 months! Good luck to anyone who shops their site! Now we have contacted our State Attorney General Office to clear this up!

I placed an order and received it right on time as promised. However when I received it, one of the items was defective (from the manufacture). PSS did not hesitate to rectify the issue and make sure my order was right. They were quick to respond to my concerns and have kept me up-to-date all along the way. I highly recommend using this company for all your Pool and Spa needs.

Sent ozone unit without ground wire even though it is clearly shown as having one in the photo of item. I will gladly send back if they send me the info as to where to send it. They won't!. Called and tech said it would be fine to install if the wires line up with amp plug connection. Why don't they just send what I ordered, a unit with ground, common and hot wires just like the one I'm replacing and just like the one pictured on their website that I ordered.

I forgot I had ordered from these a holes before and made the mistake of doing it again.
These guys truly suck. Buy somewhere else.

I placed an order on 04/24 with 2 day shipping. Was charged but received no response to followup inquiries about the order or shipment date. They still have time to process payments and advertise on google but not to give paying customers an update. I left multiple cordial voicemails and sent multiple emails. I filed a chargeback on my credit card. Dont believe anything on their site about shipment times or customer service.

Wow! Wish I would've read reviews before stupidly purchasing a hot tub part from this company. The part showed up in a box severely damaged (not this company's fault). I rejected the shipment and had it returned. Called P-S-S a couple of weeks later, customer service gal I talked to looked it up and said yes they'd received it. I told her I didn't want a replacement just wanted refund since I had for time purposes purchased the part at a local supplier. She told me she would notify the shipping team to issue refund and not send out new one as they process it through. Couple more weeks go by no refund back to credit card, I call again. Guy on the phone says they've never received it. I took a double take- reminded him what my previous conversations were with customer service. He tells me straight away- "yes I see that in the notes, I have no idea why she said that and she's no longer with the company". Ummmm, come again? Long story short, this company has kept my $322 and refuses to escalate the matter to management. I would recommend, NEVER EVER TO PURCHASE ANYTHING FROM THIS COMPANY. I now see the other reviews and see that it is much the same. Shady company to say the least.

Haven't received the circulation pump yet. Did not get a tracking number, so I sent an email and called twice. Nobody answered the phone, so I left a message. Did not get a return phone call, but they did get back to my email at the end of the work day and said they shipped it yesterday, and gave me the tracking number. They had the best price on the internet, and the quality is good. Based on this, I would not hesitate to use them again. They treated me right.

Ordered and paid for a part that the website had in stock. Were told after a number of weeks and chasing it up, that the part was on back order. Told them we were happy to wait as long as it's still coming, we were assured it was. Followed up numerous times, told "it's still being produced and is on back order". Randomly get an email months later that they've cancelled our order and are refunding to an account that we notified them was no longer active. Completely useless and terrible communication. Unsure what will happen to our "refund" of several hundred dollars since the account is defunct and their response is just "refund has been issued to original payment method". What happens when it bounces back? Too bad coz they've issued it so it's no longer their problem? Disgraceful.

Had to switch over from 240v. To 120V. On circuit board of control unit. Over the phone and a couple pictures later John B. Walked me through it! Very knowledgeable and helpful! Thanks again to John B.

We ordered a Spa Recirc Pump. GRAND TOTAL including tax was 159.00 with free shipping. Our total was 180.00 as they charged tax and shipping. When I contacted the company they first argued with me about the free shipping, then said they have to charge tax which is fine, if they had put it on the Grand Total. Instead of making things right with us (total of 21.00), they kept telling me they would send a return label to send the pump back. Even after I said we want the pump, they kept offering the return label. VERY VERY poor customer service. Make sure and check your final credit card bill!

I purchased a replacement circulation pump from this company. It worked intermittently for a little over a week and then just died. They don't answer phone calls. I left messages, emailed them, filled out their contact request form online, etc. My wife got lucky once on calling and got a human. They sent an email with a link to their warranty request form. I filled it out and heard nothing.
After a few days I even sent a query via email to the person who sent me the link. Again, crickets.
Coming up on two months with my spa down thanks to these folks.

Ordered a replacement part for my hot tub weeks ago. They took the money but never sent a confirmation email. They list multiple numbers for customer service but they are all services set up for you to call and leave a message and not really talk to anyone. Ironically, nobody ever calls back. I've sent emails, but no response. At this point I have to believe they have stolen my money and not sent the part I thought I had purchased. Not sure how businesses like this are allowed to operate.

I ordered a spa heater awhile ago.
No one answers the phone and no one returns emails. I have yet to receive tracking info.
Money was taken at time of order.
Terrible company... never again.
Will be calling my bank today to file a fraud claim.

I ordered a Gecko spa control 2-weeks ago. The hot tub is used for a medical condition. When I left a message to cancell the order and request a refund, they do not attempt to get back to me. When i go to their website to track my order ( #*******) their website says "You have placed no orders." Many other spa suppliers have my control unit in stock, and i want my money back so I can put the hot tub back in service.

I received a different part that was pictured online and made them aware. They asked to send pictures of the item and the box. Not only did I send pictures of the item, I sent a picture of what I ordered directly from their site, and told them that "this is what I ordered". I received no reply after that, and have requested a refund and the ability to return. I have heard nothing but crickets. I do not recommend ordering from this place. You will be disappointed. Picture on the left is what I should have received, and picture on the right is what I got.

Ordered item arrived within 2 weeks (Montreal, Canada). Brand new and working great! Saved at least 100$ rather buying close home. Had to pay customs fees though (66$ CAD on a 150$ USD). If I'd need another piece I would certainly take a chance again with PSS.

Ordered a heater for a spa. Received one that was defective. Talked to tech support supervisor and explained the problem. Replied with email stating he shipped out a new one for me that day. I asked for a tracking number several times and no response. 10 days later received email saying it had not shipped. Explained the urgency and that they would ship it out the next day. Asked again 2 days later for a tracking number and to date no response. Decided to just dive in and repair it. Bottom line if you want good product with good customer service do not use them.

I received my order, a few days later than expected but still decent shipping speed. Prices are very good at this retailer. Could not get through to a single person on the phone line, not sure what that was about. I think the phones are just off the hooks right now. I will say Marquand was great at responding to these reviews, though.

Ok. So I decided to buy a new spa pack so I wouldn't have to mess with my old one. Turnes out the new one from united spas has only lasted 6 months. I have had a tech finally help me after many many emails and calls only to be sent a part that didn't fix the problem. I have now sent 6 more emails without a reply. I paid $500 for my hot tub to no longer work. All I'm asking for is someone to help with this. Please save your money and shop somewhere else.