Pool-Spa-SuppliesReviews 106

I ordered a heater assembly on February 27th, and of course the credit card was charged immediately. It is now March 18th and I have nothing but the order confirmation. I have emailed customer service twice, I have called three times and have not gotten a response at all. Now the voicemailbox is full... how is that even possible?!?

Several months ago I bought a control pack from Pool Spa Supplies, which was a total replacement for my control board and panel in my spa. The control pack had a faulty part in it when I received it. I called their technical support five times before I was put through without a recording, to ascertain which part was bad. Once we determined the faulty part, I had to call back at least three times for them to agree to send me the replacement part. I never received it after waiting 5/6 weeks and called them back 7 more times. All I ever got from them was a recorded voice, with never a returned call. If you are planning on purchasing anything from Pool Spa Supplies, I would plan on never requiring follow-on support of any kind. Also if you notice all they post on their site is good reviews!

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 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

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.

I ordered a jet tub kit on monday january 4 2021. It was delivered friday january 8 by noon. Good service for me. Thanks guys.if i need anything else, ill be sure and give you a call. Christopher stocks.

I ordered 4 pillows for my Sundance Spa and never received a confirmation email, still don't have pillows, but yet my credit card has been charged! I have called twice and emailed once and have not heard from them. It has been over 3 weeks now and nothing. They are using the pandemic as an excuse for their horrible service. I get some things slow down but the lack of communication is inexcusable. I am calling my credit card company today to dispute the charge. DO NOT ORDER FROM THIS COMPANY!

I ordered a control panel from this company, they charged my PayPal account, issued a tracking number and never shipped. Said the part was delayed and it would be another week. Waited a month and still not product so cancelled. Got an email reply (they don't answer phones) and was told the order was cancelled and refund issued. One week later still no refund issued. Now I have to go through the whole PayPal dispute process. Do NOT use this company. They will take your money and hold it forever till you cancel the order, and even then wont issue you a refund!

Ordered some spa items totaling about 160 dollars. Five days later, no tracking, no ship. Amazon was cheaper, and way, way faster. The majority of complaints for this company is shipment time. They claim to have items in stock. Bull$#*!. They drop ship everything, apparently. Don't bother with these clowns. Looks like I'll have to cancel and dispute with credit card issuer. They won't answer their phones. All these terrible reviews should tell you all you need to know.

There is no way to get though their phone, it always goes to voice mail. I left them a message that I wanted to check availability of an item before placing an order. Got a call back, the gentlemen on the phone assured me that he got my parts from the factory today and he can ship them tomorrow morning. I placed my order, the next day got THREE emails that it's been shipped via 2 Day Priority. Few days later the tracking still shows the carrier is awaiting the package. A week later I send them an email asking why my order is not tracking. They reply it is not in stock due to "crazy times" and delays from the factory, but they should get it in few days. (YET, MY CARD IS CHARGED AND I'M NOTIFIED THAT IT'S ALREADY SHIPPED!) I agree to wait few more days but ask them to cancel the order and refund if they can't ship it by the end of the week. No reply. Sent another email - no reply. I guess the only thing to do is dispute this with the CC.
Stay away from this dishonest company. They lied on the phone, they lied about shipping my item and they stopped replying to emails.

DO NOT DO BUSINESS WITH POOL SPA SUPPLIES! I ordered a heater assembly for my Dimension one spa and received it on July 14,2020. The description of the part stated it came with a flow switch. When I opened the box upon receipt I discovered there was no flow switch in the box. Because the connection between my original flow switch and the new heater was different I could not use my original switch. I called Pool Spa Supplies on the phone and never reached a human so I had to leave a message and I also emailed them several times and they have yet to contact me to help resolve this issue. I finally had to resort to shopping elsewhere to locate and purchase the compatible flow switch to make this work. I am very disappointed with Pool Spa Supplies and will never, ever do business with this company again and will do everything in my power to ensure no one else does business with them either. Consider yourself forewarned!

Ordered pump July 13th, shipping label created July 14th. USPS says awaiting item. July 16th USPS still waiting so I started looking at reviews and realized everyone else having the same issues. July 20th still waiting so I called every # I could find. When you call you will hear 2 msgs, the first says leave "brief" msg followed by a 2nd one that hangs up on you. The website has lots of options but all of them send you back to the same page. July 22nd ordered from another online store. July 26 USPS still waiting for my item and just received my pump from the other online company. Now I have to contact my bank to reverse the charges with these guys. Their site lists 4.6 stars but independent sites list them below 2. 1. 6 is pretty bad. Probably get a better rating for returning money to angry customers, thanks for the headache and wasting my time

I purchased a Laing - E14 Thermo Circulation Spa Pump from PSS about 5-6 months ago which failed over the Thanksgiving holiday (Thursday). I contacted them through their website and they got back to me Friday with a personal phone call primarily to confirm that I had diagnosed the problem accurately and that the warranty folks would contact me Monday. As promised, Monday the warranty department confirmed that the pump was under warranty and they had a new pump on the way - no hassle whatsoever. I installed the pump and the pool is back in use. Couldn't ask for better response on a warranty issue.