PoolSupplyWorldReviews 297

My story is a replica of the other reviews. Hang up on your call, no response to emails, the chat button on the web page is not active. Spoke to a supervisor yesterday(after an hour and 11 min wait on hold) who promised to call me back with an explanation as to why after 4 WEEKS I haven't heard anything about my order and can't get an answer or explanation. She gave me her extension for me to call her, I dialed the extension countless times. No answer! Very frustrated! Advise! Do not even attempt to get something from this company! If things are that bad they should disclose it on the website before you order. It only says expect an addition 72 hours. I have exceeded this time frame by far. Terrible customer service.

We ordered a sand filter pump from them the 2 weeks ago, the 1 time I did talk to someone they said they cant find a tracking number. I sent an email never heard anything. Every time I call, they hang up on me! I waited for almost over an hour on customer chat, they couldn't locate our order, I asked for a refund. I received an email stating once the warehouse approved the cancellation, Since I cant get ahold of someone I emailed them to cancel me order, but haven't heard from anyone! They sure was quick to withdraw the money from our account but won't return our money back. I would NEVER refer anyone to use them

We ordered a pool liner from them the 2nd week of April. I'm currently working from home and was checking my email for a shipment date every day, by the 3rd week, I sent an email never heard anything. Every time my husband or I call, they hang up on us! My husband waited for almost an hour on customer chat, they couldn't locate our order, my husband asked for a refund. I received an email stating once the warehouse approved the cancellation, it would take 5-7 business days for money to be returned. We are going on another 2 weeks of no refund and can't contact them! I never write a negative review but this is ridiculous! They sure was quick to withdraw the money from our account but won't return our money back! Poor Customer Service!

We ordered a pool on April 27th, received an order confirmation and they took payment. When we hadn't had any shipping information after three days we reached out for an update and got an automated reply stating they would respond in 72 hours. So May 4th I sat on the computer for 2 1/2 hours waiting to talk to someone on their live chat to be told they had made an error, the pool I had ordered was out of stock and they would return my $1000 in 5-7 business days! So a week after I made the order nobody had contacted us to tell us they didn't even have the item and no I have to wait a further week to get my money back! Its eight business days since I was told I would receive a refund, spent an hour on their online chat waiting to talk to someone to be told they hadn't processed the refund as they had to confirm my item hadn't shipped! They cancelled the order so how the heck could it have shipped! I am absolutely disgusted and will be reporting them to the Better Business Bureau! I will NEVER do business with this firm again!

After waiting two weeks for an order or some update... Silence. When you check online for an order update, all you are given is a copy of your order, no tracking number or other information. I tried calling and no one answered. I was told by a recording to call back during office hours which is when I had called. Did this twice. I understand the time differences and made sure I called during the posted business hours. I tried email... no response to my questions as of today. I went to social media and found their Facebook page and many similar complaints. To be honest, I also found good reviews. But for me the experience has been bad. I was messaged by someone in Pool Supply's World and was told I had to be nice to get help and I had been. The story was the items that had not shipped were out of stock and would not be shipped over 3 weeks. I had an appointment with this person for the next day to get a further update and maybe they would be shipped sooner. After reading my compliant I placed on their page about customer service, I was told to use their customer service number for help. As far as I can tell, calling that number is like falling into the black hole of service.

Two stars as PART of the order was received. Here's what happened - I ordered chlorine tabs and a pool cover. Tabs came, cover did not. Waited a few days. Nothing. Called and waited on hold for over an hour. Finally got a clueless lady on the phone. She did follow up with an email asking for 72 hours to solve problem. They didn't respond in 72 hours. I sent an email after the fourth business day to follow up and they still haven't replied. Tried calling again and waited for 30 minutes before deciding that I won't wait another hour + to speak to these fools. Attempted one more email and "chat" contact. They never replied. I Disputed charge with CC company. Will never do business with them again. You should think twice about it as well.

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

I ordered a pool over a week ago. I went to check on the status of my order and it was in "NEW" status. Curious to when it would be shipped, I contacted them. I was told that the pool I ordered was out of stock. When I asked why I was not notified, she told me that had just found out on Monday but I contacted them on a Wednesday... so they knew my pool was out of stock and never notified me or they never started my refund process until I contacted them. So how long would they have waited to notify me or refund my money unless I would have contacted them? Very poor customer service!

Purchased a Hayward above ground skimmer. Upon installation and filling the pool, the skimmer body had leaks. I contacted customer service immediately expecting they would send me a new one. NOPE! After spending a day arguing with them, they told me I had to "trouble shoot" the problem with Hayward. WTF?!?! What is there to trouble shoot about a leaking piece of plastic?

Do you really think I am trying to scam you over $70? Learn come customer service Pool Supply World!

Ordered part on April 27th. On May 5 we still had not received notation that the item was shipped.The website section where you are supposed to be able to track just showed I could reorder. I called customer service and waited for over 40 mins to speak to someone. Adam answers and looks up my order.he tells me it hasn't shipped and to call back at the end of the week. I explained how hard it was to even get ahold of anyone. He said that he could send an email to go behind the 1000 emails they already had bit nothing else. He said other rude things and I finally just canceled the order.

WE ordered a pool rail with anchors and caps. When we got our order we saw they sent the wrong size anchors, so we called to try to stop shipment. The rep said he would try. The next day we got messages that the anchor had been shipped. We called the manufacturer to see if we can use a 3 inch anchor instead of a 4 inch and they said no.We then waited on live chat for about 70 minutes and told the lady our problem and that when we return item we do not want to pay postage or restocking fee. She talked to her supervisor and he was supposed to call me that day and it has been 3 days and no response. I have also emailed them no response. To make matter worse we order the rail the anchors and caps. All items had one fedex shipping number and we have received everything but the rail. According to pool supply one box had caps and rail and one had anchors. WE got the caps on 4/30 and the anchors on 5/1 and since our rail was supposedly in with the caps it looks like we received everything. So it looks like be paid over 500.00 for nothing.