I purchased a Pentair gas heater ($3,176.00) on April 12th and paid extra for expedited shipping. I received the heater on April 26th (not very expedited). I had an installer come to the house on the 27th of April and as he opened the box we saw that the top of the heater had been crushed while in transit. I called PSW the following morning and the young lady informed me that they would ship out another on this day and send someone to pick up the broke heater. The following day, the 28th of April, I called PSW to get the shipping information, and a guy informed me that they would not be shipping another heater till they received the broken heater. I informed him to come get the broke heater and refund my money. I bought another heater that same day and received it 3 days later, from the same part of California that they had shipped from. After 30 plus phone calls to PSW and their shipping company, someone made it to my house on June 10th to pick up the broke heater. They confirmed that the heater was received back July 13th, and told me that they had sent me a gift card for $3,062.51. Bull crap, I never received a gift card and what would I do with a gift card. Plus the refund should be $3,176,00. So this starts a new battle with PSW and after 40 plus more phone calls, I was able to get 3 partial refund payments. I suggest that if you have problems with this company try to speak to the American representatives, you will get better results. Finally, on September 2nd, and through the work of someone that really cared, I received my final refund payment. After nearly 5 months, I got my money back, and the nightmare is over. Just for you information, this company is an affiliate of Leslie's Pool Supply. This was confirmed by one of the customer service representatives. My suggestion is to NOT buy from this company.

I ordered pool bar stools from this company on 4/26/2020 and at the time of my order It was indicated to me that I would receive my order around 5/16/2020. I requested digital tracking of my order on 04/27/2020. My PayPal payment ($500.61) was taken from my bank account on 04/27/2020. I emailed the company on 05/16/2020 and on again on 06/04/2020 after two attempted telephone calls to customer service during business hours that automatically cut me off. I also attempted to get on the company webpage and obtain my order status and the company page would tell me that it was unable to provide a status of my order. Finally, today I made a call to the company again and pushed the buttons to place an order. I conveniently received a live person and I explained very nicely that I needed to obtain status of my order. I explained that I had emailed twice and I had called twice and pushed the buttons to check order status and that line was apparently not working. The agent very rudely told me that she had no way to access orders that had already been placed. When I tried to be persistent, she simply hung up on me. I again called and pushed the buttons to check an order status. After being on hold for 55 minutes, an agent, named Amanda answered my call. I provided my name and very nicely began to explain my problems of sending unanswered emails and trying to check my order digitally. I received no apology, but an interruption from her stating that she had pulled my order by my name and she could see my order. She proceeded to say, "I see your digital tracking placed on the order dated 04/27/2020. She the. Stated that she could see my two emails that I had mentioned. Again, no apology or any offer of an explanation. She stated that she needed to put me on hold to check the status of my order. After returning to the line, apologizing for the hold, I was placed on hold again. I was placed on hold on 4 occasions by her. One time, I was told that her supervisor was checking the status of my order. After 20 minutes with her having me on hold, she returned to the call to state that her supervisor was checking on the status of the order and that he would return my call. My emotion went from being nice to complaining. I explained to her that this was not acceptable for me, as I had now been on the phone for 1 hour and 15 minutes. I demanded that someone provide me an immediate status of my order, as it had been placed more than 5 peeks ago. I explained to her that it was terrible business to take someone's money and not be able to provide information. I also explained that conveniently enough the sales line hold was less than 5 minutes, that I had placed two other unanswered calls and two unanswered emails. I was rude. I requested to speak with her supervisor. She placed me on another hold and came back to explain that there was not a supervisor available to speak with me at the time. She the. Proceeded to say that their warehouse was closed today and that even if the supervisor was there, they could not provide me any information. I requested an immediate refund of my money. She told me that she was unable to do that because it was the weekend and that the supervisor would be given my name and number and they would call me. I explained to her just how terrible it was to conduct business in such a manor. I hung up and immediately contacted PayPal to request a refund of my money. Do NOT place an order with this company. I have not placed a negative review like this ever. I explained to the agent that I would be filing a complaint with the Better Business Bureau and I would be writing negative reviews everywhere that was possible. I HOPE to get my $500 back! Terrible, terrible business practices. They are not worth one star. Zero stars was not an option.

I would like that you would ship my order...

Good experience. Will shop again