PoolWarehouse

We ordered some Ledge Loungers from Pool Warehouse and they ended up being delayed multiple times by the manufacturer. Kelli W provided excellent customer service and kept me updated each time it was delayed and contacted me once they had finally shipped with tracking information. She went above and beyond to make sure we knew the status of our order. Thanks Kelli!

I hope PW knows how professional and patient Jonah is... He was a huge help when our Chlorine generator system had a problem. It was right at the cut off for warrantee coverage and despite us having some pretty spirited conversations, Jonah performed very professionally and ultimately, we did get full warrantee coverage thanks to Jonah working on our behalf. Jonah deserves high praise for hanging in there throughout our various calls and emails. Well done Jonah and PoolWarehouse!

Order a pool light and sent me the wrong one.
Now its a mission to send it back i have to pay postage to return it and there taking forever. Like there holding my refund hostage

This is a great pool table easy to put together and ships fast. Also if you need customer service talk to Matt he is the best, he goes the extra mile to be sure your problem is taken care of, and he is knowledgeable on the item you had a question on. Thanks

I'm a pool contractor and ordered 2 pool kits. Most items were delivered in January. Steps were damaged. It took almost 3 months for a replacement to be sent. The pump and salt generator system was missing. I was initially told they were on back order. Now I'm being told that they were on the pallet when they left the warehouse and they refuse to replace the missing items. I told them that there was no pallet when it arrived to me, only boxes with several that were damaged on the outside. My next step is to contact to BBB. I've ordered 9 pool kits in the last 2 years but refuse to do business with Pool Warehouse anymore.

Soo very happy with our purchase would highly recommend! Came in a timely manner everything was in perfect condition sales rep Renee and Dana were very helpful and nice! Installation went great and now we have a pool of our own! Thanks soo much!

My multiple recent experiences with Kelli as a customer service rep for Pool Warehouse have been outstanding. She is caring, kind and a great listener. However, most importantly she follows through on her commitments. Her attentiveness and follow through regarding my concerns led me to make a major purchase from your company and become a loyal customer. I hope she gets an opportunity to train and mentor other customer service reps at Pool Warehouse. Her qualities unfortunately are rare. I would suggest that you do everything possible to replicate the qualities she personifies. She would make an excellent leader mentor/coach for future customer service reps your company.

They have good prices and excellent selection. There was an unauthorized FedEx freight charge due to the weight of the package which was troubling since I did not approve the charge. However, Kelli W, Pool Warehouse customer service rep, was amazing! She went above and beyond to make sure that I was credited back for this unapproved charge. It took her several phone calls and emails over the course of a few weeks to make sure that this matter was resolved for me. I can't tell you how much I appreciate that. Due to Kelli's excellent service I would absolutely shop at pool warehouse again!

Greg F

After placing an order for a sand filter with valve over 20 days ago, i never had recieved any shipping confirmation or tracking number. Called and spoke with Matt M. And he graciously helped me find where my item was and even emailed me the tracking number.

Dont expect good service after sale if you aren't able to put pool in right away. Home burned and I waited seven years for pool install for my disabled son who is totally dependent. Just realized coping was returned due to damage when it was shipped and I did not know. My ex returned it and it was not replaced. I called and was made to feel like a total idiot because it had been seven years and they had no records blah blah. Mine all burned. Lost everything. Kindness is hard to come by even when you already purchased a large ticket item. More concerning, however, is that life isn't always exactly how we hope and things happen out of our control. So what if it was ordered seven years ago it has not been installed and the coping was returned and never replaced because it was damaged. Every situation isn't exactly the same and exceptions to the rule are allowed. Not nice people.

In early May we realized our pool liner was broken beyond repair, three local pool companies will not look at us until the end of September (because they were booked). After a quick research and looking at the reviews, I selected Pool Warehouse. Their website is full of information including "how to measure and replace a liner" videos. Measured the pool and ordered the liner on May 31st. Three of my corner radius had the wrong measurements and Jonathan (Thank You!) was able to intercept my order and correct it. Then there was a hiccup on the delivery but Katelyn took care of it. That set us back 3 weeks and still got my liner in 6 weeks (July 11). Followed their instructions and installed the liner. My neighbors think I was crazy for doing it, but, Pool Warehouse gave me the tools and the confidence to do it. Pool Warehouse saves our 2022 summer - Thank You. Carlos C.

Pool Warehouse is a great example what customer service should be. Tanner, Chelsey, Savannah, and Matt B. Each of these people have went above and beyond expectations and have helped solve any issue that I've had. There technical knowledge has impressed me. I would strongly recommend Pool Warehouse and all of there staff to anyone who thinks they can't handle a DIY project of this magnitude they have made it both achievable and fun. Thanks Rodney D

I bought a Maytronics motor from this company. It came in a plain cardboard box that is easily opened. No manufacturer packaging around the motor. It has a sticker on it that says "Exchange". I called them and they said all the motors come with that. I didn't feel comfortable installing the motor, so I requested a return. They sent an impossible list of stipulations for return and told me, at least, I would pay for return shipping and at least a 20% restock fee, and as much as 30%! It also stated that they would decide, after receiving it. Whether they would refund ANY money to me. Totally ridiculous return policies and totally slanted toward SCAMMING by the company. I have filed a dispute with my credit card company but Pool Warehouse has not attempted to resolve this issue. This company will not be in business much longer with these SCAM tactics. I have now had the motor, still in the cardboard box, for a week and and a half and I've been out several hundred dollars. If I had installed the motor and it didn't work, they would not refund ANY money to me. Nothing about this transaction is fair and this company is worse than a third world business.

Renee B was very responsive to my customer service complaint. I had bought a 21 ft, 54" pool and had it installed, but the pool skimmer was missing, and the foam coves were in bad condition. Renee emailed me back several times to get the pool skimmer shipped and the coves refunded. I would recommend this business if you are in the market for a pool, and you have somebody to install.

Bought a filter cartridge, or at at least thought I did. Checked with them after two weeks and they said it ships though another company so they don't see their orders. They said they would follow up. Nothing.

After a month I launched a credit card transaction dispute. A week and half later they shipped it to me. Already had another from a responsible supplier (Inyo Pools) that turned the order around in a week. Too bad they need a credit card dispute for motivation.

I ordered from pool warehouse on Jan 28,2021. I chose them because it stated the item would ship in 7-10 days. It is April 7 and the item still has not shipped. They lied the entire time saying it will be in a week. It will be in two weeks. It is in stock and will ship soon was their message 3 weeks ago. They charged be for the item on January 28. Never Delivered. Haven't received a refund and I am unable to speak to any one in charge. I suppose this is the only way for the owner to hear how their employees are running the business.

We received the table which is very nice and sturdy. But there was a rip through the box so the cover of the table is scratched right in the middle of the table. It is very sad for something that was not cheap and that we have wanted for so long to not look good from the beginning.

I purchased a pool motor from Poolwarehouse.com. I received the motor in just a couple of days (quick shipping). I did have an issue with the motor and contacted customer service. Jacinia was my rep. She delivered spectacular custom service. Jacinia got me a replacement motor out in a reasonable amount of time. I would recommend poolwarehouse.com to anyone.

Thanks
Tony

I ordered a pool slide from this company without much hope of getting it for my Grandson's birthday party. Not only did it get here in time, I was helped the whole way by Kelli - who kind of held my hand through the whole process - even with the shipping of it. I would recommend them to everyone - they get it done!