PoolWarehouseReviews 921

I purchased a pool kit 6/26/18. Today is 8/9/18, six weeks later. The initial purchase was somewhat simple. After you purchase getting to speak to a representive consists of tons of holding and multiple times waiting in queue.

I was told my pool would arrive in approximately 3 weeks. That timeline is very off. Here we are 6 weeks later and I'm still waiting on pieces of my pool.

My pool arrived (well partially) on 7/30/2018, though the packing slip says it was due to deliver on 7/20/18. Our entire custom step configuration and multiple panels were missing. The shipping manager insisted that the items were shipped out and put on a pallet. Even went as far to say that the liner we received was on the same pallet somif we received that then the items in question definitely shipped. After an entire day of back and forth, the shipping manager managed to find the entire missing pallet in their warehouse, but of course not after insisting multiple times that this was the freight carriers fault. We knew it wasn't as the freight carrier delivered in perfect condition 3 skids that were marked on our bill of lading.

I am still waiting on the missing pieces with a giant hole in my yard and half constructed steel framing of my pool. I have had to cancel multiple professionals and I now have pay my installer to return for another day of work being he discovered the missing pieces while on our clock for a day of install. There has been no mention or attempt at making things right other than them finally admitting they have the pallet and are now shipping it out after yet another entire day wasted going back and forth. I am now told I may get it by Monday since it's end of business day Thursday.

I understand mistakes happen and things aren't always perfect. I just would expect a certain level of professionalism when dealing with a $9000 purchase. I certainly would be bending over backwards if I made a mistake of this magnitude, but I feel the bare minimum is being done to rectify the situation. I'm especially annoyed at the attempt to place blame on the freight company.

My issue mainly lies with the manufacturer and their personnel, but doing business with someone as your supplier you assume responsibility over the purchase.