• PoolSupplyWorld

PoolSupplyWorld

Overview

PoolSupplyWorld has a rating of 2.6 stars from 296 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about PoolSupplyWorld most frequently mention customer service, credit card, and business days problems. PoolSupplyWorld ranks 10th among Swimming Pool sites.

  • Service
    22
  • Value
    20
  • Shipping
    19
  • Returns
    14
  • Quality
    18

This company does not typically respond to reviews

Positive reviews (last 12 months): 0%
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What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • Customer service is negligible Left messages including email for a return that was inputed into their system wrong.
  • Charges $15 to ship back and 15% restocking fee after you supply detailed information on the returned item.
How would you rate PoolSupplyWorld?
Top Positive Review

“Fast delivery”

Denice C.
2/21/19

Since I found PoolSupplyWorld I've been very happy with all my orders. Over the years I have purchased a new booster pump, pool sweeper, filter, filter supplies, chemicals, etc., from PoolSupplyWorld. They have the best prices, best service, and quick shipping--they even do follow-up emails to their customers to be sure you are satisfied with your purchase. Will never shop at a local pool supply store. No, they did not pay me for this 5-star review. I'm just a happy customer.

Top Critical Review

“Would give 0 if possible”

David M.
7/6/23

Do not order from this company! I ordered a salt cell from them April of last year for $450. It no longer works just over a year later and the company (Pool Supply World/Leslie's) did absolutely nothing for me to make things right. Said they could offer a 10% discount on a new cell…No thanks. I'll be taking my money to a company who values their customers. If you're thinking of using them please think again. Awful.

Reviews (296)

Rating

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Reviews that mention popular keywords

customer service (90) restocking fee (21)
Thumbnail of user davidm9701
1 review
0 helpful votes
July 6th, 2023
Verified purchase

Do not order from this company! I ordered a salt cell from them April of last year for $450. It no longer works just over a year later and the company (Pool Supply World/Leslie's) did absolutely nothing for me to make things right. Said they could offer a 10% discount on a new cell…No thanks. I'll be taking my money to a company who values their customers. If you're thinking of using them please think again. Awful.

Service
Value
Returns
Quality
Thumbnail of user jt385
1 review
3 helpful votes
May 27th, 2020

While product selection and price are good, forget about receiving your order in your lifetime. I placed and order for pool filters and misc. Replacement parts. After more than a week with no shipping information I tried calling, sending an email, and even their chat line. The only people answering phones can only place new orders, can't check on existing orders. No reply to email, and the chat feature says no one available.

Thumbnail of user paulp2062
1 review
0 helpful votes
January 10th, 2023

They used to be good five years ago, but by now they are completely unfriendly, rude and tread customers of long years very badly.
After spending thousands of $ over the years there, I have stopped shopping there.

Tip for consumers:
avoid the company

Products used:
pool cleaning robot, pool chemicals

Service
Value
Quality
Thumbnail of user scots38
1 review
0 helpful votes
May 11th, 2020

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.

Thumbnail of user rogers751
1 review
0 helpful votes
May 15th, 2021

I placed an order for 3 in Chlorine tabs on May 5th 2021 and order was accepted and charge was placed against my credit card. 14 May I receive an email stating order was cancelled. No explanation, no offer of substitution, no anything!. If I could give less than 1 star I would! Pool Supply World will see no more business traffic from me! Do yourself a favor and find another supplier for your pool needs.

Thumbnail of user joeh1166
1 review
0 helpful votes
May 18th, 2021

Customer service worst ever. Offshore Co. Needed to return purchased pool part that was wrong, CSR. Said I needed to take pic. And Email to her, then she said they would Email FedX return label after 5 calls the gave me part return #. Still no FedX label called back talked to another CSR gave him return # said the # was not in system wants another pic. I Quoted there mission statement and return policy. Never order from this Co.

Service
Value
Shipping
Returns
Quality
Thumbnail of user jamesc2405
2 reviews
0 helpful votes
June 20th, 2020

More than two months after my initial order, and having never received the item I ordered, I've finally seen my refund credited to my credit card account.
This follows numerous emails and four phone requests. None of my emails were answered, and none of my long wait phone calls generated a prompt response. I finally threatened to contact the BBB and Arizona state attorney general's office.
So, I have my refund, but overall this has been a negative experience. I suggest you consider other sources for your pool needs.

Thumbnail of user jeannettes108
1 review
1 helpful vote
July 29th, 2020

Have in the last three weeks tried with two different sales personnel to get a return label for pool pad not needed. Sent in total of seven photos showing unopened box. No reply from them. I'm sure I'm out of the money paid for this item, took it to fedex and sent it off to manufacture. Never work with these folks again, not customer friendly.

Thumbnail of user leww16
1 review
1 helpful vote
June 5th, 2020

Ordered a Pentair Sta-Rite *******-0200 Multiport Valve. Couldn't get any shipping information then one day UPS contacted me that it's being delivered. Part is perfect, low price, and on-time for what I expected. Like them enough to buy a solar cover. Now running into the same, no order status or shipping info. Would give then 5 starts if customer service was better (covid-19 the cause?)

Thumbnail of user toml415
2 reviews
4 helpful votes
January 10th, 2020

Horrible service and company. Would never use again. Ordered product from pic. Was not as described. I contacted them right away, but could not communicate due to the way they request communication. Email doesnt work like that! Terrible customer service! I called next. They say they sent return label and cant do anything (NEVER recieved). Now, they say too late to return. Still in original shipment box. Never opened. $450.00 down the drain unless small claims court. I will proceed due to principle and terrible company. (Incorrect photo)

Thumbnail of user chrism2638
1 review
0 helpful votes
July 21st, 2021

Horrible Customer Service!

I ordered 4 replacement filter cartridges for a Quad DE 100 on their website. After one week, the items were in stock, but stuck in the final stages of shipping (according to their order review and customer service rep). I spoke with the customer service rep who told me it takes over a week to ship an item and 7-10 business days in transit. When I pushed back on a standard 3 week delivery timeframe, the customer service rep told me they were sorry the order couldn't be "received by your standard time frame". Three weeks isn't my standard time frame, that is well above industry standards. If I had purchased through Amazon, I could get the item in 1-5 days... not three weeks. I was expecting 1-1.5 weeks. LAST PURCHASE EVER from PoolSupplyWorld.com! I will NEVER buy from them again!"

Thumbnail of user debbiec322
1 review
0 helpful votes
July 29th, 2019

We had it together in no time. My only regret is that it said it was rated for 400lbs. The steps are awesome, but the ladder is only 300lbs. I wish I could have steps on both sides. I love swimming and can get in the pool but it's a little scary on the ladder side. Probably should change the description to 300lbs since that's all the ladder can hold.

Thumbnail of user travisp100
1 review
2 helpful votes
June 15th, 2020

Absolutely the worse. Ordered hand rail on 04/18 and did not receive it. No one could provide a tracking number or provide an update on my order. After numerous e-mails and calls, they finally said they would cancel and refund my money. It is June 15th, and still no refund received. Tried calling and you get a recording saying due to high volume of calls no one is available. Stay away from this company. Criminal if you want my opinion.

Thumbnail of user martyt66
1 review
0 helpful votes
September 4th, 2022

Price offered me for chlor tabs with $60 discount... they reneged and did not credit my account after many correspondence showing proof of their advertisement. Definitely a scam price to get u to buy and then u get screwed

Tip for consumers:
Stay away

Products used:
Chlor tabs

Service
Value
Shipping
Returns
Quality
Thumbnail of user bills863
1 review
0 helpful votes
October 20th, 2019

I ordered a part and minutes later realized I'd ordered the wrong part number. Tried to use the online chat but it was off line, however it accepted an email. I explained I needed to cancel. Next day, called and explained. Customer service rep told me they'd put in a stop order. Two hours later, I got a notification part had shipped. I called back was told to send it back when it arrived and then order correct part. They would refund. Sent it back, ordered new part and they too 15% off the original order price as re-stocking fee. REALLY? That's just poor customer service in my book! Guess any future purchase better be 15% better than any competitors price or I'm not ordering from them again!

Tip for consumers:
Be aware of the 15% re-stocking fee if you have to return something.

Products used:
Bought the correct part eventually but would have gone through Amazon if they had it.

Service
Value
Shipping
Returns
Quality
Thumbnail of user billt298
1 review
5 helpful votes
May 20th, 2020

After sending hundreds to order some filters, I can't get my order or talk to phony customer service. They should spend more time taking care of customers than writing fake reviews. All reviews one and 5 stars? Really nothing in between? These people are crooks! They steal and only give back what they have to and keep the rest. Don't get conned with low pricing. You dont get your order.

Thumbnail of user alw270
1 review
1 helpful vote
June 23rd, 2020

Concerned about tracking my item, so I called. I waited for 1 hour and 16 min on the phone before it was answered. The woman on the call was professional and courteous, but amazingly, could not provide a tracking # for my cartridge. She did copy me an a tracking request email to the warehouse - waiting to see if that is answered. Honestly - you need to provide tracking info - its the least you can do.

Thumbnail of user mariaw306
1 review
6 helpful votes
May 28th, 2020

I bought a part for my pool $700 and it said free shipping two days, that was more than a week ago. Been calling them non stop and their phone system is ridiculous, it says they are too busy because of pandemic and then hangs up. Sent about 30 emails, no response, I haven't received anything, they took my money and no response. They are scammers, thief's. Never use this website. Its the worst

Thumbnail of user maryannm118
1 review
3 helpful votes
July 3rd, 2020

The website was not clear on measurements for an item (length? Diameter? Circumference?) so we ordered the wrong size. We're first told we could exchange, but didn't get e mail directions. Then told can't return items under $25. Been waiting for the supervisor to call me back. I've been on hold for about 2 hours over 4 phone calls trying to get through. Be forewarned... And the promised call from a supervisor has not come in over 48 hrs. Check out Leslie's Pool supply - cheaper and better customer service!

Thumbnail of user seans485
1 review
3 helpful votes
May 19th, 2020

It started fantastic. We received almost everything but the most expensive item. Our pool heater. We got the promo gift after 2 days, then the rest by day 3. Going on 15 days, no heater. And nothing but run around. We can only get a hold of someone through the new order line due to Covid but their is no information on our heater. We are extremely frustrated and no one will communicate with us.

Thumbnail of user jerryl277
1 review
5 helpful votes
May 6th, 2020

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!

Thumbnail of user tomo219
1 review
3 helpful votes
June 11th, 2020

As with so many others, they took my money and no further action. I believe they've shut down their customer service entirely as emails and phone calls go unanswered. I've called the customer service line exactly 5 minutes after it opens for the day and was immediately warned of 60 minute wait times and "more than 9 people in front of you".
Small claims court may not be the appropriate venue. From what I see, a class action suit would be more apt.

Thumbnail of user geris42
2 reviews
1 helpful vote
July 7th, 2020

We ordered a ladder that said it could be mounted to the deck of our above ground pool and was adjustable. It was neither but since we had to take it out of the box and assemble it to discover it was unusable, they are refusing to take it back and refund our money! I will never use this company again and will warn anyone I know to stay away! If they can't back their products, what good is a cheap price?

Thumbnail of user markm2321
1 review
0 helpful votes
July 27th, 2020

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.

Thumbnail of user robertw1750
1 review
2 helpful votes
May 29th, 2020

Absolutely the worse. Ordered filters on 04/29 still no confirmed tracking number. After numerous e-mails they finally said we will look into it and that was a week ago. Tried calling and you get a recording saying due to high volume of calls you wait will be longer then it disconnects you. Never again, will file a complaint with credit card company

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PoolSupplyWorld has all swimming pool and spa supplies including chemicals, filters, pool pumps, cleaners, above ground pools, pool covers, spa parts and more!

Company Representative

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Blake J.
Typically does not respond to reviews

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2.6
296 reviews
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