Pool Supply Unlimited

Ordered a Gorilla pad; same option came with cove edging for about an additional $50.The 27' I picked out included the cove edging. I was advised to go up a size to 28' due to the deeper portion in the center of the pool. Ordered the 28' not knowing I was not getting the cove edging. Pad arrived without the edging, I spent DAYS trying to reach someone, left number but never got a call back. Finally reached a live person after days of trying. I was told I could order the cove edging but it was a cost of approximately $350. I requested to be allowed to get the cost that would have included the edging--an additional cost of about $50 when purchased with pad---I was told the rep would check and call me back within an hour. Here it is 4 days later and still no call back. I find this to be very terrible customer service and I will not purchase from this company again. Customer service is key and after taking days to reach a person, only to not get a call back as promised... I find this a poor company to work with.

I do not recommend this company. Poor customer service, no follow up at all. You have to call like 20x for someone to actually pick up the phone. I ordered a pool 2 months ago. I received no shipment confirmation when it was shipped back in May, pool was sent back to the warehouse because freight company somehow had the wrong number for me so they were not able to set up delivery. I had to reach out directly to Blue Wave Products CEO to get my pool and resolve the issue that Pool Supply Unlimited could not resolve. As the dealer they should have been on top of this situation... i received shipment confirmation once the pool had already made it back to the warehouse. Had they sent shipping information out on time or followed up on my order perhaps this could have been avoided. I spent hours reaching out to UPS, Pool Supply, and Blue Wave. No one ever bothered to call me back from Pool Supply with updates or resolution. When I called the customer service rep he blames Coronavirus. No we can't blame everything on Coronavirus. Beware of their poor practices

I purchased a Kreepy Krauly Kruiser suction side pool cleaner on June 6th. Arrived June 8th. Installed in the pool next day. Turned the pump on. Cleaner makes contact with pool bottom surface, and sticks. Will not walk around the pool. Contacted Pentair, and same thing after setting the pump rpms to 1800, what their tech support said to do. Also removed two of the hose sections, again what tech support said to do. Nothing changed. Cleaner will not move.
I did make note of the contents of the box when I opened it. The plastic wrappers for all of the contents were not in the factory un-broken shape. They had all been opened. Looks like this cleaner had been shipped and returned at least once previously.

I wanted to order a pool liner pad. The website said out of stock but that I could order it as a kit with pool coves. My pool doesn't allow for coves but I ordered it anyways because I needed the pad in time to assemble pool for daughter's birthday. I paid for expedited 1-3 day shipping. The pad that was supposedly out of stock and only available as a set was drop-shipped from the manufacturer in Illinois and was sent ground, not expedited. The coves were sent separately from PSU in a destroyed box. (The company tried to tape two boxes together to ship the 4' coves). The pad was a cheap, thin, white fabric; not the pad pictured on the website but I had to use it because by the time I received it, we barely had time to get the pool up and fill it for my daughter's birthday. I left a message for Pool Supply Unlimited and it took weeks to get a call back. On July 3rd I finally received a call and the representative was very nice and apologetic. She said I would receive an email confirming a refund in 2-3 business days. Never got an email. I have been emailing with this company since early July regarding al the issues with this order. I went to the trouble of sending the coves back and STILL no refund. I have completely been given the run around and have dealt with 3 different people. I feel scammed.