PoolSupplyWorld

Items are always shipped timelier than indicated. Prices are so much better than anywhere else. Great customer service.

Ordering was easy and the shipment arrived on time but thats where it ends. After several hours of building the pool, it was time to put the liner in, turns out it was not the liner I had ordered, it was close except it has this ugly gold fake tile print all around it that I hate. Well I installed anyway because I have been waiting weeks for this pool and have been spending all day building it to this point. Well the liner went in, left it to fill overnight. Woke up to finish it off by putting the top caps on the corners... Wrong top caps, wont fit at all leaving bare metal brackets visible.

The "customer service"
The first week I tried calling their phone system abruptly ended the call saying that no one would answer due to COVID. Maybe... but they can easily set it up for employees to answer the phone at home during COVID. Besides, they were able to ship it out and I can assure you packing 400lb pallet is more than a one person job.

Ive emailed, with no response.

Called a few weeks later, after being caller #9 every single time I call, I finally got through to a human. She seemed to understand the problem and had me send pictures to an RMA request email address that she sent me, I did so right away and ensured she got them before hanging up. I was told someone would reply ASAP and get this taken care of. That was May 29th, It is now Jun 19th and I still have not heard again and am back on the phone as caller #9. Probably to get reassured that it will be taken care of and end up with a half built pool with an ugly liner.
I think for spending $2000 they would take care of the customers a bit better.

Do not recommend, terrible customer service.

After 3 months of waiting and constantly having to call pool supply world daily for my pool to be delivered it finally arrived. It was missing a part to put the pool together. I called today and they said that part was cancelled. They said it was due to it being out of stock for the year. I would be getting a refund for that part. They didn't inform me of this and I have been waiting for a week for the missing part. I am absolutely discussed with how this business is being ran. I have been so patient and understanding in process. This seems so unexcusable to me. They tried to tell me that that there are no supervisors I can talk to. Every time I get told I will get a call back I never do. I have spoken to countless employees over the past 3 months. I have to wait on hold for at least 30 minutes each time I call. DO NOT ORDER ANYTHING FROM THIS COMPANY! I really wish I would have read the reviews before ordering from them. I am so outraged at this point I can't even tell you everything I want to in this review that has happened in the last 3 months. Extremely poor costumer service. They do not get back to you on anything. They leave you on hold for a half hour and when the pick up they hang up. Then I have call back to talk to someone else and they transfer me to wait on hold again. They don't ship all of your order and cancel items without telling you. They take months to ship products and they when you are left with half of your order and the rest is out of stock it's your problem. They are the worst! I will be going to the better business bureau about this and I will be leaving reviews where ever I can about this awful business

As an employee of Leslie's/Pool supply world (they are the same company as well as some others like in the swim and pool spa parts) I am truthfully disgusted with how this company is operating during the pandemic. We have essentially been lying to customer about their orders saying items were in stock when they were not and keeping customers orders going and keeping their money when they've requested cancellations. For instance the above ground pools we sell were out of stock about the first week into the quarantine but did Leslie's adjust their website to show this? No. For months orders for above ground pools were still entered and we were still taking peoples money and letting them know that we'll look into when their order will ship. One of the worse parts was the fact that when they actually did change the website to advise the pools were out of stock they never sent out any emails so unless people called in for their order they would never know about this. Something else that has been getting me upset quite a bit is the fact that there have been many cancellation requests that were never actually fulfilled, the reason for this is to "clear up space in the tickets" and is absolutely reputable. They are literally not cancelling some unlucky peoples orders and keeping their money. The company has been extraordinarily busy as of late but that is still besides the point that this company should have hired more team members to assist with it all, we have thirty seasonal members on the phones staff and I frankly doubt they'd hire for the other departments as those are ones that require you to be a full time employee with benefits so the company is intent on keeping them small thereby adding to the problem of not being able to literally take care of tens of thousands of customer in any sort of convenient time frame. Every day I let people down about their orders, make some people even cry, and I get yelled at for our companies incompetence and it's so tiring. I need the Job but working here is soul draining for me. Really you can take your money elsewhere and receive likely a lot better service/care from the employees, because here we will not tell you when an item is delayed or out of stock the only this company really wants it to take your money. I hate working here I really do but I need the job and it even allows us to work remotely. To all of you being hurt by this company I truly I am sorry I do what I can for you guys but it doesn't feel like enough.

About 4 weeks ago we had our general contractor quit on us in the middle of our pool build. He left us with a huge hole in the ground. We had already spent $35,000 and paid up front in full. Yes very stupid. I know. We call and call and call and he never called us back. We were so disappointed. My was reading online about other stories like this and for 3 weeks researched everything about how to finish the swimming pool.

She made notes on everything:

How to complete the plumbing spa
How to complete the electrical for the pool and spa
How to complete the gunite of the pool
Where to get the swimming pool and spa supplies from
How to start up the pool
Even how to make the first margarita once the pool was done ( well not really, but it was good)

So she got all of this going and she found alot of her information on poolsupplyworld.com it reviews everything. As well as had two video series where they redid entire swimming pools with equipment. It was so complete and helped us understand exactly what we needed to do.

So now that we have all the plans and information we hired sub contractors for all of the specific items we needed to complete. It was a lot of work but we got to add a few features that our first guy wouldnt do - probably cause he didnt know how.

When it came to buying the supplies we felt we owed poolsupplyworld a lot cause their blog and videos helped us out so much. We called and ordered everything from them - from Pool Cleaner to spa jets to heaters to pumps. We called and talked to a rep their that worked with us the entire way. They were so willing to listen and learn what we needed. We even ended up ordering a few to many items as we thought we would need extras. They were so willing to allow us to return items at the end of the day we didnt send them back - but they said they would take them

At the end of the day we know so much about our pool and spa and we owe alot of it to poolsupplyworld.com and the best news of this story is our family lawyer has gotten almost all of the money back from the pool builder that we first hired.