PoolWarehouseReviews 923

Horrible customer service. Was told I could have an exchange due to chairs not being the correct size. Chairs still in box, brand new and they are now refusing to do the exchange. This is poor customer service. When you spend $2000 on a product you should be able to return or exchange. Don't buy anything from this company if you are unsure if it will work, they will not work with you at all and you'll be stuck with the product that you can't even use. Very unprofessional company. Very disappointed with my service.

Purchased pool 2 years ago right from beginning delivered 8 weeks late. Pool pump motor had to be replaced within 2 years. Now having trouble with liner leaking at the seams. Liner pulled away from steps over the winter. No customer service from Pool Warehouse or Hydra pools (Liner Manufacturer). No call backs no return emails

Terrible service. Can not get ahold of anyone. Did not send tracking. Waiting 3 months for a grill they promised to have within 1 month. Very unprofessional!

I placed an order with them and my credit card was immediately charged. Two weeks later I still do not have the product but they have my money. Check out their address. They are just an office which takes your order, takes your money and must have an actual supplier send you the product. Scamers. I canceled my order but haven't heard from them. I guess my next call will be to my credit card company

I purchased a semi inground pool and I mailed a check. Later that month i started receiving tiny bits of my order at a time so I had to keep taking off work to sign for my order. I also never received a itemized list of what was suppose to be on each order. I never received my hand rail or my pool pump and they will not answer my phone calls unless I call from a different phone number each time. They tell me it shipped so I should have received it. I will be contacting an attorney at this point since they refuse to get back to me and tell me where my stuff is that I prepaid for.

I spent $14,000 on an inground pool kit. They did not send a skimmer and shorted me a piece of coping. You won't know this until you're installing and need it ASAP. They have a bogus rule that you must inspect while driver is there. Needless to say, you get tons of boxes 6ft high and there's no way you'd have the time to sort through it all quickly. Don't answer calls or emails. However when I was in process of purchasing, they were very quick to reply. Such a shame that such a small issue made this expensive project a regret in choosing this company.

In mid May I needed a liner. I had my Very standard pool measured professionally and submitted those measurements. TEN days after submitting order, I was asked by mfr (thru salesperson) for another measurement. When I replied to salesperson with a question, I heard nothing for another 8 days because MY salesperson was out sick. NOBODY else there in sales or customer service reviewed any emails that came into that salesperson's inbox! When I provided the information the day of return and asked for expedited manufacturing because of the 8 day lag, I was told they couldn't accomodate. Takes at least 7 business days to make a liner. CAlled another company to expedite in 5.

Pool Warehouse return policy is not customer friendly. You're better off going to Amazon!
I opened the pool alarm box, as one typically does with any package, to see if it would work for my pool and by doing so it VOIDED the ability to return a brand new $250 item I cannot use. STAY AWAY and find it elsewhere.

TERRIBLE CUSTOMER SERVICE!
Customer service or so called customer service. Will not return your calls or emails on products that you ordered and are delayed. "Order take two-three business days to ship" Waiting two weeks and still no item. They will not return any emails or call on their so called customer service line. Do yourself a favor and buy your products else where. You save a few buck's using them but not worth the headache!

Pool Warehouse sent us a used pool slide for our brand new pool. Zero response from customer service. Steer clear of Pool Warehouse! These guys are a major scam!

I want to be clear this is a Pentar? Spelling? 1.6hp pool pump purchased from pool warehouse in Tennessee. Turned pump on after 60 seconds it made a bang and notice housing at strainer broke due to vibration and hand tight lid. PW said I'm better going back to manufacturer.? Thanks PW I would never buy washer from you. You NEED to stand behind what you sell or get out of the business. Kicking the can down the road only buys you time but eventually someone has to pick it up. Shop elsewhere

I just bought a pool package from Pool Warehouse. The Mt. Loch pool 24X52. I had my previous 24X52 pool for 21 years. ( not from them). Paid 1500.00 to have this pool installed, paid 300.00 to have water brought in& got 15 inches of water in it and it was running out. We took pics and sent in. Renee B. Told me it could take 24 hours or 6 months to determine if the liner was bad. She told me that is the risk you take when you buy a pool. You can not leave a pool and liner sit but a few days without water in it. You can see white lines on the liner where the rip is. The black is the black floor pad under it. I have had pool dealers tell me that it look like the machine making the liner got too hot.The white lines also run up the wall in 4-5 places. I will also be out of the price for a new liner and the cost of paying the installer to take my pool back apart & remove this liner & install another liner. So I will be out of around 1500.00 or more. I would not recommend pool warehouse to anyone. I will never buy anything from them again. Renee was very rude by telling me that's the risk you take buying a pool. Well when you buy something new you do not expect for it to come damaged.

DO NOT BUY FROM THESE PEOPLE. Delivery of damaged pool table told me I would get 30% back and left holding the damaged property. Worst experience ever and zero help. Buy local and save YouTube stores and headache

Tried to use this company to have an alternative to amazon. Shopping and shipping process was decent. But part didn't fit so i am having to return it. And i have never seen such a horrible return policy. Massive hoops to jump through. They threaten to deny your return constantly charge 20-30% restocking fee. Demand a photo and force you to answer and questionaire. IF they approve the box which cant have any writing or damaging on the box. So most likely you ship item back. And they deny your claim and keep the part anyway... will never ever bother with this company again.

The site wanted me to pay for and complete my order without being shown what I would be charged for shipping. I'm going to guess this is because once you include the shipping it is much cheaper to shop elsewhere. Amazon's prices are much lower and I would recommend giving them your business. They don't try to mislead you into spending more money by keeping the shipping cost top secret.

I purchased a Pentair intelliflo kit keypad cover assembly. Once it arrived I took it out of the box and had a professional install it. The part was defective and would not power on. I reported this to the PoolWarehouse customer service team. I told them I simply wanted a replacement. After waiting 2 weeks, I got nothing back after repeat request for an update. It got to the point I ordered from another vendor because I couldn't wait any longer. The new part came in from the other vendor and worked perfectly. At this point I requested to return the defective item. The mentioned to me since I opened the box it's out of their control. How the heck am I suppose to know it doesn't work without taking it out of the box. They told me I need to deal with Pentair directly and they can't help me. So, this company took my money, send me a bad product, and won't make the situation right. This is the worst service and company I have dealt with ever. I hope this gets someone's attention.

Here is the email response from Pool Warehouse:
Good morning Christopher,

They have let me know that you will have to get with Pentair about this product. Since it has been opened and installed it is now a warranty issue and Pentair handles all of their warranties. Below is their contact information.

*******133

https://www.pentair.com/en-us/education-support/contact-us.html

Thank you and have a wonderful day!

Customer Service
*******747
www.poolwarehouse.com

Don't purchase from them. They are horrible.

Ordered some hard to find fittings. They shipped very fast. They even called to make sure everything was ok with my order. Will use them again.

Be very careful. It was very hard to get ahold of this company throughout the sales process. They collect money all upfront and then after they collect the money the experience is wild. Multiple deliveries showing up within a week of ordering when they are supposed to be scheduled to arrive 3 to 4 weeks and give us time to prepare. Deliveries at 6PM at night after work hours. If you look at the site it says shipping will be about that, but mine showed up within a week unannounced. They did check ahead to deliver the pool heater that had to be left in the street. Called the company very upset and they said they are having phone problems and would have to call me back...I'm still waiting.

We purchased a pool table that arrived damaged. The damaged side was placed faced down so we could not see it given only one delivery driver came (instead of two per their policy) so my husband had to help the driver unload and bring it into our garage. Since we didn't see anything wrong with the box, and unable to lift a box that is hundreds of pounds with just the two of us, we signed for it. The next day, when we got help, we set up the table and found that maybe a forklift during delivery damaged the box and table. Long story short, customer service did absolutely NOTHING to help us even though we reported it within the allotted timeframe. We even disputed with our credit card company who sided with us but this terrible company still would not provide us our money back OR help fix the table or provide us an opportunity to replace it. Now we had to pay to get the table fixed or have a $2k paperweight. It's sad that we spent money for something we wanted to have fun with but instead met with poor customer service and a useless pool table.

We ordered a Pentair heater for our pool. When it arrived it did not work, we tried to troubleshoot for a couple days with Pentair and were told to contact Pool Warehouse because our unit was not working. It was within 30 days of ordering this 3,700 unit and they would not exchange or refund. They sent us a faulty pool heater and would not exchange it for a working one. DO NOT PURCHASE FROM THIS COMPANY.