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Pool-Spa-Supplies Reviews Summary
Pool-Spa-Supplies has a rating of 1.7 stars from 106 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Pool-Spa-Supplies most frequently mention credit card, customer service and hot tub. Pool-Spa-Supplies ranks 176th among Spas sites.
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I ordered a filter on 6/26, order #******* Similar to other reviewers here, I was immediately charged (shouldn't happen until they ship) and haven't gotten a response to phone messages and then an email inquiry. I understand and am sympathetic to delays due to COVID, but the lack of response and the immediate charge isn't ok. I'd like to cancel my order. This seems to be the best way to get an answer.
Your order #******* - Ordered a control panel on June 27th. Got charged immediately and email saying thank you for your order. Have not received anything since then. Called numerous times and left voice mails and emails and have not not heard from anyone. Filing a dispute with my credit card company now! DO NOT ORDER FROM THIS COMPANY
Ordered a new board (order#*******) for hot tub on July 2nd. 6 days later still not shipped or emails responded to. I'll give it another day before I just go to my credit card company for charge back. No updates, no emails, no information. Covid or not, this total lack of communication is something I have not experienced before.
Hello, there have been some slight delays with Master Spas parts related to the pandemic and some factory closures. The manufacturer has agreed to ship this direct to you to save on some time that was required to get operations back up to speed, so this will be coming directly from Master Spas, unless you require we cancel the order for you. These are trying times, and we do apologize for the delays. Would you like for us to cancel or keep the order for you. They expect to be able to ship within the next week, and are hoping for late this week or early next week. We apologize.
If you need help, contact Marquand S. He will resolve your problem immediately. Part was located and shipped.
I think I found it with just using your first name. It looks like it was processed yesterday, as it was ordered overlay the Holiday weekend, on Friday the 3rd, which was a holiday. It was processed yesterday and shipped today. USPS Priority 9405511899563135676317. That tracking should be live shortly. If you'd like, we can attempt to have them return the shipment to us and get the order cancelled and refunded for you. We do apologize for any slight delay, as the banner on the front of our site states, there are some slight delays currently, but we worked very hard to get it shipped out as fast as possible. Please let us know if you'd like to attempt a "return to sender," or we can send a return shipping label to get it returned and refund your order upon return. Please let us know. Thanks!
Part is still listed as in stock. Ordered two weeks ago. No response to phone calls. No response to emails. Charged immediately. I would suggest not using this company they have absolutely no communication, I fear it is a scam or may just be incompetance.
Michael, the Vita Spas factory is having delays with production on their line of parts that are made by DM Industries. We sincerely apologize. They were expected to be available much sooner. Would you like for your order to be cancelled? We can refund the shipping and ship as soon as they are available again.
I placed an order over a week ago, tried calling and sending an email and getting no response at all from this company. Order # *******
Matthew, thanks for your review. As the large banner on the front of our site states, there are some shipping delays, for which we do apologize. In an effort to keep our staff and their families healthy, we have had to change the way we do business, as many companies have. This has, unfortunately, slowed us just a little, but we are working hard to get all of our orders filled in a timely manner. Your parts are in route to you and tracking info is below:
USPS.com
Tracking Number 1:9405511899563125671902
Tracking Number 2:9405515901513057423386
I should have never ordered from this company. Do yourself a favor and skip ordering anything from them at all cost. Read the reviews! No communication and nothing has been shipped as i wait another day a total of eight days now and the item indicated "In Stock". I live in Ohio and will be filing a formal complaint with both the State Attorney general in Ohio and Indiana plus a fraud complaint with my credit card processor. It does not get any worse than this!
UPDATE: Only hours after posting this did I get a email back. Offered and accepted a full refund however it was only a credit memo not a credit card refund. I will post update again once I see a real refund hit my credit card and i get a reciept thru email.
LAST UPDATE: Refund has been processed as requested and promptly. That part they were very communicative thru email.
Robert, we were able to pull up your order. Your order is set to ship today, but is it best we pull it from shipping and get that cancelled for you? Please let us know. It's evident here that you are unhappy. Please let us know and we will get that taken care of for you. As the large banner on the front of the site states, there are some shipping delays currently, related to the pandemic, for which we do apologize. Your order is set to ship today, so Please let us know if you want us to let it shipped or get that cancelled and refunded fro you.
I ordered a control board for our hot tub over a month ago. They charged immediately instead of when item is shipped... Emailed twice and received no response. Called the line and it's user busy every time. I've submitted a dispute with my credit card company... This is why people are hesitant to support smaller online retailers.
We apologize for the busy line. We had to switch our phone service to support remote working when the closures began. We have since changed the phone number on our orders. Our number is 888-933-3466. Do you need info your order or to have your order cancelled? Can we just get the order number? We apologize for the issue.
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.
Shows your order was delivered today:
FedEx.com
Tracking Number: 393925851945
Delivered: Thursday 6/18/2020 at 12:12 pm
I just got off the phone with the phone with them and I paid for 2-day USPS shipping but they told me they were having issues with USPS and they sent mine via. Fedex. I got the tracking number and my part is due to arrive tomorrow. So they are shipping parts but they are still trying to get caught up with the closures. I ordered Fri 6/12 and part will arrive 6/18.6 Days isn't too terrible.
I placed an order for Gecko - In. Xm2 on the 31st of May. I have written 3 emails asking for feedback on the status of my order with no response. I asked for a full refund if for any reason my order cannot be honored, no response. Tried the FB link, but that is down too. This item is not available in Norway or Sweden! I'm out of options. Is there any chance that I can get the part I ordered anytime soon or at least my money back?
Francis Odeh
Bodo, Norway
Hello, there is currently a delay with the Gecko factory, but they are back up to functioning at 25%. We expect these within the next two weeks and could ship then. We can cancel the order for you too, if you prefer. Please let us know and we will take care of that for you.
Have you stolen my money? Do you just not care about your business?
I never received my order. And can't get any answers to calls or emails.
Hello, we care greatly. There's just some hangups with factory closures and issues related to the pandemic, but we are sorting through them. There was a state and city mandated stay at home order that required us to change up some stuff to continue operating. Can we get your full name or order number to look up that info for you and get you tracking info or cancel the order for you?
I ordered a control panel for my hot tub on June 1 and paid for 2 day shipping. It is now June 15 and I have yet to receive my product or any update on the shipment. I have tried to call the company countless times, only to get a busy signal. If I can ever get through to this company, I will be demanding a refund and ordering from a more reliable company. DO NOT USE this company! COVID or not, this is plain awful service! I've ordered from numerous other companies throughout this Pandemic and typically shipment times have increased by a day or two, but not by weeks! To say I'm disappointed is an understatement!
Update: I finally got through on the phone only to hear a recording tell me that the mailbox is full, and they are not accepting more messages at this time. Now even madder than I was before!
Hello, we care greatly. There's just some hangups with factory closures and issues related to the pandemic, but we are sorting through them. There was a state and city mandated stay at home order that required us to change up some stuff to continue operating. Lindsey, we have received your request and we have cancelled and refunded your order for you. Please let us know if you need anything else.
I ordered a part on 5/19! Have not received the part! I've tried to call, leave a message, email! No response from this company! I'm going to file a complaint with the Better Business Bureau! This is terrible customer service! I'm out my money and no part!
We have received confirmation that your order has been cancelled.
I ordered a pump on May 25,2020. It is now June 15,2020 and still no pump. I did email them on May 29,2020 and received a prompt response that due to COVID19 my part was delayed but would be in the following week and ship at that time. That would have been the first week of June. I have since emailed them multiple times with no response and have tried to call. One number is always busy (I believe disconnected) and the other number states to leave a voicemail, but you can't as it says the system cannot accept it. I am at my limit. Either I want a response or my money back. Order #*******. It is a shame that companies would use a pandemic to cheat people out of their money.
Thanks. As you know, the AquaFlo factory has had some delays, and we've corresponded with you via email letting you know of those delays. We apologize for the issue. We have cancelled and refunded your order for you. Please let us know if you need anything else.
Can't believe how NON-COMMUNICATIVE these people are. I ordered a pump cover on June 2nd, and selected 2 day shipping. It says they take 24-48 business hours to ship, so I did some quick math on this. Assuming they closed before I placed my order on Tuesday, June 2nd, then Wednesday June 3rd would mark the start of 48 hours. Friday it should have shipped out then, and even if 2 day were counted as business days, then it would have been here Tuesday, June 9th at the latest.
I reached out requesting a tracking number on Monday June 8th, as they stated tracking would be available as soon as it shipped. I did this through their fake chat on their website, where I had to enter my email to start the chat. I have yet to receive word back from these guys, but I did receive an email offering a discount code since I "didn't purchase anything while browsing." How ludicrous is that? It gets better, as I reached out again via fake chat on Tuesday June 8th again, and got the same email message asking me to purchase, when all I want is what I already purchased!
The hilarity continues (sarcasm in tone). I have tried reaching out via the phone number on my order, and it is 100% busy all the time. Probably from people like me who are irritated at a company that promptly takes your money and does nothing with it.
In visiting their website now, it shows the part I ordered is no longer in stock, so SOMETHING changed since my order. I should have just bought the brand new part from eBay first, but now am instead left dealing with a contestation on my credit card for a company that is clearly not reputable, even though they claim to be for the last 30 years.
Hey Brad, we will get your order cancelled and refunded for you. There's a delay with the Gecko/AquaFlo factory currently. They aren't expected in until next week. We apologize for the delay and you will see that refund immediately. Sorry for the phone issue. We switched services recently, due to the pandemic, to get calls routed to various technicians in different locations and there have been some issues with that. I believe they have sorted them out as of today. Thanks, and please let us know if you need anything else.
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.
Colin, could we get your order number so that we could look up your order to assist and see what's going on?
I would give 0 stars if I could. I wish I had read all the bad reviews here before I ordered. I understand that Covid-19 makes it difficult to get things out, but don't promise if you can't fulfill. Plenty of other companies are finding a way to get things out in a timely manner when they promise such. You know there's a disconnect when I receive an email for a product review before I receive the product! I didn't get a shipping notice until I complained by email because I couldn't get through on the phone. Now the expected arrival is June 15th! Unacceptable based on expectations that were given on your site when I ordered with 2-day shipping on May 26th. It's June 11th today. I would have paid more for what I ordered to get it faster. When people say your company is a scam, that's what it means. Don't make excuses, apologize and make it up to people. This covid thing is going to help sort out the good companies form the bad.
Hello Eric, thank you for taking the time to review. We apologize for the delay. We have a large banner on the front of the site, stating that there are some delays. Did you need us to cancel the shipment for you? If so, could you you please let us know the order number? We sincerely apologize for the issue.
Not a review, I ordered a Hayward filter body C800 CX800AA on May 31,2020 on order # in title line, was under the impression it was readily available, but as of June 10th haven't received shipping notification yet. Sent an email on 6/5/20 asking status, no response received. Can you check on this order and advise status please? My current unit has several cracks and dropping water pretty badly.
Steve Adkins
Coral Springs FL
Hello, We apologize, we have an unexpected delay on this part, due to a factory closure related to the pandemic, but they are expected in mid next week from the Hayward factory. Would you like for us to hold the order and ship then or cancel the order for you? We sincerely apologize for the unexpected delay. These delays are unusual, but an unfortunate product of these crazy times and temporary closures that occurred a few weeks back. We apologize.
Ordered a part on the 29th still have yet to even be contacted as per where my order is but surely was charged along with the priority mail fee.
Reached out to no replies.
Jesus, we've had correspondence with you via email. We let you know that their was a delay due to a CTI, Correct-Tech factory closure and you stated that you wanted to wait for them to come in. Is that still the case, or did you want us to cancel the order for you? We can take care of that immediately. Our rep at CTI, Correct-Tech stated that they should be in next week. We apologize for the unexpected delay.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Kristen, we have received confirmation from the shipping department that they were able to stop shipment and get it cancelled and refunded for you. You should see that refund now. We apologize for the slight delays with some parts currently. Please let us know if you need anything else.