PoolWarehouse

The cover arrived on time. And at the same time that was initially quoted to me. The cover was boxed very well. The installation took about two hours. And NO problems. This cover is tough!

I will be honest, I was ready to write this company off and not do any business with them at all. I ordered a pool cover for the fall leaf drop and it arrived after the last leaf fell (3 months later). I understand that inventory, work, orders and stuff was all messed up because of COVID and I can forgive that. Then their supplier did not include the correct anchors for my pool type. The unfortunate part is i found this out when i opened up the cover 3 months later (when the spring drops from the trees started). I called and got a hold of Kelli. Even though it was a long time after I had received the shipment, she really helped me out and hooked me up with the correct anchors. This was something that took a couple of days to resolve and Kelli really helped us out and kept us updated every step of the way. So after I was ready to write off PoolWarehouse, due to shipment delays and not all parts included, Kelli really helped and now I will continue to order and check PoolWarehouse first. Even through covid, people at home, and delays, Kelli really exemplified what I feel customer service should be.

Was told two weeks lead time, took 16 weeks, and when I received it the packing list dimensions listed 9 ft radius corners. The The first drawing they sent me had numerous errors, one of which being they had it as 9 ft radius corners even though I clearly gave them dimensions with 8 ft radius corners. I read line the drawing send it back they fixed it to have 8 ft radius corners, and I received the liner and the dimensions and the packing slips at 9 ft corners hang it in the pool and the only way the liner would fit is if you stretch the walls almost 5 in. I had quoted, ordered and paid for 27 mil liner. When I received the liner also on the packing slip stated 20 mil thickness. I was told that they would contact Tara the manufacturer and try to get a resolution, Tara wasn't giving him any kind of response hinting to them being willing to help rectify the situation. Regardless of whether or not Tara The liner incorrectly pull warehouse sold it to me and collected my money so they are responsible to rectify the situation regardless of who their supplier was.

Renee at Pool Warehouse made sure that our new pool was shipped in a timely manner. Delivery driver asked where we purchased the pool as he was looking to replace his pool as well

We bought a heater after speaking with a salesman from pool warehouse and went with his recommendation. We got the heater and it kept burning out the roll out fuse. We then found out we needed a high wind vent to work with any kind of wind! Pool ware house informed us they were unable to get one and did not know when or if we could get one to make the pool heater functional. Pool warehouse was rude and unprofessional saying there was nothing they could help with and that they would not refund our money nor credit us for a new pool heater. When I asked them to please work with use and compromise they said no way not their problem! I then stated I would have to contact the better business bureau and the manager threatened me and said he would make sure nothing would come of it and that he would stop all searches for the vent needed and ensured me we would not get one then. This is not how a reputable company does business and I am hoping others read this and do NOT buy from this company!

The entire experience was fantastic and the product was easy to assemble and well made. I'm really somewhat shocked it all went so well. This is what we were hoping for and we are enjoying now.

Avoid. Sales team who lied to win the sale and after service who don't respond to the email end result, customer who is out of pocket and pool warehouse avoiding all accountability.

We would like to give Renee in Customer Service a big thank you for all of the help that we got from her it was greatly appreciated When I emailed her I alway got a response back from her in a timely manner I would highly recommend her and pool Warehouse to anyone who is need of any pool supplies Thank You Again Renee and pool Warehouse

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.

Great price, fast delivery, 1class product. I will definitely deal with them again soon. I can't recommend them enough.

Renee Bryant attended me in customer service, I was super happy with her professionalism and dedication to her work, I was satisfied, thank you very much

The manufacturer of the lounge chair I had ordered sent the wrong color-Kelli immediately responded to my concern and got the issue taken care of beyond my expectations!

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.

Purchaesd an 18x52 Sterling Pool Kit with an E-Z Clip Receiver, Liner, cove and liner protector. I would give the pool walls top rails and uprights a 7 out of 10 on overall quality and the liner would be a 9 out of 10. The delivery was great.
My problems began when the installers tried to put the top stabilizer rails together and were not successful they were too small. They looked to be made for a 12-ft pool rather than 18-ft.
My wife contacted customer support and at first things looked promossing.
Unfortunately after a week's worth of emails back and forth between myself and Renee B. Nothing happened. She basically told me she was working with the manufacturer and that they would call me. I aked for a web site where I could look at parts breakdown but the answer was always that she was waiting on the manufacturer.
Saturday morning I took care of the issue with larger stabilizer rails and a weekend worth of putting the pieces together.
The pool looks good but the experience was not pleasant.
My lesson is to deal direct with the manufacturer going forward if purchasing anything on line.

100% satisfied with the customer service. The deliverywas just smooth as we wanted to be for that i'm very thankfull…. Defenitally buying again and high recomendation for pool warehouse….

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.