Pool-Spa-Supplies

I placed an order on May 26,2020 at 1:30:10 pm EDT, order #*******. I am trying to verify shipping
Information as after the initial email saying the order is placed, there has been no followup. Payment was through PayPal. I tried calling *******572 and it is ALWAYS busy! I have emailed 3 x and received NO answer. I am beginning to believe this company may have some issues but keeps taking customer $$. I am writing this review to warn others to shop elsewhere to avoid any fraud as this may be the case. If someone from PSS is following up on reviews, please advise as to any updates on my order. Thank you. Ken Speaks (*******@comcast.net)

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.

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 new spa pak and topside control, had it installed. Immediately on start up topside was flashing 3 lights and was not heating. I was told that the circuit board in Pak was not telling heater to turn on and needed a new Pak to fix. Sent an email to Pool Spa Supply for a return authorization and the next day there tech called me and had me check different options which I did, and everything he told me did not fix anything, he told me to make sure no air was in line and call him back which I did but he was busy and would call me back which never happened. I called them back left messages, sent several emails and so far have not received any response. If they do call back and replace the pak I will change my review
Update they did call back and I talked to Ken who was very nice and he informed me they would be shipping me a new pak, i will update when new pack arrives
Spa pak was replaced and works great

I ordered my replacement circuit board on Monday October 6th and it arrived Thursday October 9th. Packaged well, delivered quickly and so far so good. I also have to make special mention of Doug the owner, who spoke to me on the phone, helped me decide on the right product and even called the company who built my spa, and made sure I had all the right parts. He even texted with me.
He was very helpful so don't be fooled by the reviews from 2020, (which I did mention to him) as we all know, it was hard on all manufacturers, supply folks and customers. But in some cases people are writing reviews just to complain, I'm here to give praise. Thank you for your help.

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.

Received an part from them hydrothermix heat jacket. Product fail after one week of use, cracks in plastic. Call sent pictures and video of failure, to returned item was told i would need to pay for shipping item back. Did as instructed received new unit. This unit failed in the exact same way, emailed pics and video to Kenneth Allison. He called and accused me of send a used unit, it was their label back. He agreed that both units were defective, but was rude and hung up on me.

I sent them both pictures and videos of both units, and showed the structural defects. Kenneth agree that both were defective, but was rude. I know they have competitive pricing, but not worth getting seconds and poor customer service

Ordered Jacuzzi part from them nearly 3 weeks ago and shipped a week and a half later. Used USPS tracking and cannot get update 10 days after order shipped. Won't answer or return calls and email replies keep insisting order will arrive. Will never buy anything from them again and would urge others to avoid as well.

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!

We needed to replace the spa control unit for our Caldera hot tub. I called and spoke with Ken. He did some checking and recommended a $700 unit. I ordered it and it didn't fit. After several calls (to voicemail) and numerous emails I finally called the manufacturer for help. Initially they said they did not support end users but I explained that the reseller would not provide support and they finally assisted.

I looked this place up on Google maps and it's a house. I suspect this is a part time venture. Shop elsewhere. You have no recourse with this company.

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!

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!

I ordered a simple saddle clamp on 9/9/21. Listed as in stock. As of 9/25/21 i have not received yet they instantly charged my credit card. I called, emailed and no response. I wish i had read these reviews before i ordered from this company.