We ordered our pool steps almost two weeks ago. Still in the status of processing. Suppose to have shipped right away. We called the 800 # they said they don't ship the item so if we don't hear anything in the next few weeks to call back. We will never order from them again.
Ordered a diving board. Next day the money was drafted, after two weeks I called about update, I called 5 times in 9 days and the 2 times I did actually speak to a person, they said they could take my info and have the "team" get back to me. They had no way to look up my order, or if it was in progress. I waited for them to get back to me. NOTHING. I emailed. Same thing, I got an email saying they would look into it and get back to me in 5-7 days. Nothing. After 5 weeks and 729.00 I can't even speak to anyone that has any info. I filed a dispute with my credit card company and had to order another one. DO NOT ORDER FROM HERE!
Horrible customer service. I ordered a replacement DE filter Unit on June 10. Apparently Fedex lost the item and it has been in PA since June 13. I finally cancelled the order on June 21 and asked for a refund. So far it has been over 3 weeks and there has been no refund despite several callswhere you have to wait on hold for 60-90 minutes just to get to talk to someone, and emails that have never had any response. Totally inexcusable in my opinion.
I needed a salt cell for my pool and when the local store wanted nearly $900 for a new one, dollars I decided to try one of these instead. You could buy three of these and still be ahead of the game. It seems to be working just fine and the install fit and finish are identical to the box store brand. So far it is a big win in pool parts.
Placed my order the end of April! It's never shipped Can't even get a hold of anyone to even track my order and find out where it is. They don't respond back to emails the chat option doesn't work and they don't even give you an option to stay on hold they just hang up on you when you try to reach them. All I ordered was a sand pump at this point I just want the $200 back that I spent on it. Beware do not order from this company
Failed to ship for 3 weeks, charged my card at the time of placing the order. Customer service never provided an explanation when the item will ship. I cancelled the order and got the item from a local store.
A week later this company sends me a tracking number. Sorry, I already purchased the item elsewhere.
Unprofessional, unresponsive and no customer service.
Order product once. They cancelled my order stating I did not verify the amount? When I called to question why do I have to verify? They call or email, however neither happened. They charged my cr card. So the lady assured me my product would be sent should not be a problem. Now I have two charges on my cr card & they cancelled my order! 5-10 days to give me my credit. Im calling the car card co tomorrow to report them!
Do Not wasnt your money or time... wish I would have checked them out!
Very difficult to get a human voice on the line. Customer service is negligible Left messages including email for a return that was inputed into their system wrong. You must speak to a representative to get a #number to fill out their return form. 15% restocking fee, $10 shipping fee, nothing under $25 maybe returned. Buyer beware!
Ordered a pool filter cartridge from Pool Supply World. They shipped me the wrong cartridge. Took me almost one month and a least a dozen calls to their totally ineffective customer service department to finally get a return authorization label. Still have not received a credit. These are crocked operators if you need help. You can get a return and credit from Amazon in 5 minutes so why does Pool Supply World make it so hard?. Warning: do not buy from these illegitimate frauds.
I needed a part for my pool filter and the photos and description on their wed site were not very helpful. So I contacted PoolSupplyWorld and their so called pool expert reassured me that the part that I needed was included. So I placed my order for the item and when it arrived the part that I needed was not in the box! I contacted customer service and they apologised for their mistake and I was told to return the item for a refund minus $10 for shipping and a 15 % restocking fee! This is not my first bad experience with this company I previously ordered a pool pole that arrived broken and 50 pounds of pool chlorine with at least 20 chlorine tablets broken into small pieces. I also purchased 4 pool water returns and only received 3 yet was charged for all 4! No attempt was made to correct any of my complaints. I will never order from these crooks again!
I'm really disappointed in this company. I ordered some products and they lost half my order on 07/09/2020 I received an email saying this ticket number PSWSF-******* was created. I've called every three to five days to check and each call I'm told it will take another 3-5 days. On 07-30-2020 I finally receive an email saying "they've started the replacement process and I should receive a Tracking number." I called 08/06/2020 and again I'm told 3-5 then in the same conversation I'm told 7-10. I've ordered stuff from here before but I think this is the last time. I can't believe this.
So I received my robotic pool clearer and it looked like the item was dragged from the warehouse behind the truck. The box was all smashed to hell. I sure hope it works. I immediately sent an email to the company and still waiting for a response. I should have looked at these reviews before I ordered from them.
I placed an order on 4/15/2020 and as of today I still have not received my order. I have sent numerous emails, called repeatedly and get NO response. They took their money on the day the order was placed. I understand that during the CoVid 19 outbreak that service may be slower but this is ridiculous - I am getting ready to dispute the charges for a complete refund and place my order elsewhere.
Ordered parts and after checking several days later was told they would ship within 2 weeks. Over 2 weeks had passed and had to call again and still not shipped and they do not have any idea when they will ship. They gladly accepted my payment immediately when I placed the order. Requested an immediate refund but they have to 'cancel' the order and then stated the refund return time would be up to 'my bank'. Terrible customer service - they have no clue.
My package needed direct signature and FedEx notify me delivery time will be in between 9:30 a.m. to 12:30 p.m., but they never came, I was waiting till 12:45 p.m. and went to work. I found out later they delivered my package 4:15 p.m. without my signature just left front door. I have waisted half day for noting.
I ordered a part for my pool cleaner on June 2. The part arrived on June 5. I was elated. Opened the package and they sent me a part for a different cleaner the parts are not interchangeable. I've called June 8, June 9, June 17, and June 26, and June 27 to get a label to return the part for a refund. As of July 5, no response. After a total of 4 hours and 24 minutes on hold and then talking to customer service each time, I have no correspondence from the Return department. The part cost $62 and change. I still need the correct part but doubt I'll ever hear from the Return department or get my refund. This problem was entirely their fault. Even the picking label reflected the part I ordered but I received the wrong part. I won't be using them again and I suggest customers be cautious because at this point, they have stolen my money. Terrible customer service and NO return capability. Nothing on the website to allow me to complain to their management.
The pool cleaner did not work after 2 hours of using the machine. After contacting the customer service team immediately for a return authorization we were given the run around to get it repaired under warranty. After following all directions and having it repaired it still didn't work. We contacted Pool Supply world with there requested receipts and was again given the run around. Still trying to get a refund. Stay far far away from this place.
Made order on 28 Apr 2020.
They took money promptly.
Never heard back from them, so sent email 20 May 2020.
Again never heard back.
Called today, waited and hour, to be told that they see order is made but it's not sent, so I said cancel.
This company is joke.
DO NOT RECOMMEND.
We couldnt be happier with this online pool store. We ordered our filter cartrdiges from them earlier this month. They shipped them right away. The cool thing is they sent us a really nice color catalog that had a lot of great information in it. We have shared the catalog with our parents who also have a pool and spa. They have since ordered from pool supply world as well and they had a very similar experience. Quick shipping, great prices and quick communication. This is out newest online favorite store.
I purchased a Hayward filter for $253.00. It didn't work properly right out of the box. In addition, it was missing the tool that loosens the filter housing. Their response was to contact Hayward directly.
I have filed a complaint with the FTC Consumer Protection Agency
Overview
PoolSupplyWorld has a rating of 1.8 stars from 297 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with PoolSupplyWorld most frequently mention customer service, credit card and business days. PoolSupplyWorld ranks 111th among Swimming Pool sites.
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- Rocklin, CA, United States
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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