PoolWarehouse

Placed an order for a Christmas present for my wife. The order would not arrive until after the beginning of the year. I was a little disappointed, but really could not install the LED lights until the following spring. Kelli sent me a link with the brochure for the lights, which I printed off and wrapped in a box for my wife. My wife was excited to know that she would be getting a new lighting system to replace the old fiber optic lights. Kelli Alison followed up after the 1st of the year to keep me informed on the shipping date. The lights will be be here next week and I will get them installed in a couple of months. Kelli was very polite, courteous and compassionate about my concerns during the whole process. Thanks so much for her help.
Leon Jackson

Ordered an actuator for my pool valve. It was delivered within a few days of the order. Installed it and it works perfectly. Thanks Pool Warehouse. Great service.

After months of research I finally settled on Pool Warehouse for my pool kit and I am so thankful I did. The care and attention I received during the initial purchase of my pool kit continues today. From the very begining I have received exceptional service. Jt and Jones answered all my questions no matter how crazy they were and eased my apprehension on such a large purchase completely on line. Recentely I made a change to my pool deck and realized I would need extension collars for my three skimmers. The standard order processing time to receive them did not meet my scheduled concrete pour. Once again I reached out to Pool Warehouse sales and reached Marshall Lowe, he was able to assist me to ensure we meet our schedule.
If you are thinking about purchasing your pool kits from Pool Warehouse you won"t regret it. Thank you for everything you did to make my backyard dreams come true.
Sincerely,
Michelle O.

I purchased an outdoor TV from them weeks ago they charged my card and never delivered, I call them to find out when it will arrive but they don't know because it comes from a 3rd party supplier and I guess they are the middle men. Its bad enough you have to wait on the phone 30 Minutes for them to pick up but after they pick up they are clueless... I rather pay a little more to Amazon and get good customer service... I'm canceling the order and would like to see how long it takes to get a refund.

Beware of this scam of a company. They will deliver you broken and damaged products that they will NOT cover or replace. Terrible customer service, terrible product, horrible company that should be put out of business.

Bought a 2700$ pool heater from pool warehouse. It came damaged. They will not replace or refund the product. They claim if you don't open the box and inspect item while shipping company is there they will not help.

I emailed Matt with a problem that I had due to a problem I created. He emailed me back immediately and helped me solve the problem. He has been amazing throughout this whole process. So far everything I've received from pool warehouse has been excellent. They delivered everything that was agreed to and the product is great. Not quite done with my project but looking forward in sharing photos of the finished product. Thanks again from Larry Mondragon, Pueblo Colorado

I ordered a very expensive part for my in-ground pool. After seeing that they had a quite pricey restocking policy and my old part started working after cleaning it, I immediately left multiple emails that I needed to cancel the order, provided the order # then got a response or notification that my part was being shipped. Again I told them I had cancelled then got a response asking if I could provide proof of cancellation. I forwarded my multiple emails with the times on the emails-her response was it takes them 24 hours to get to cancellations. I cancelled this part within a hour of the order. I will not use pool warehouse in the future. Doheny's is much easier to deal with.

Summer is quickly drawing to a close, but Jonah saved the season!
After weeks of delays due to material shortages, I finally talked to a young man named Jonah and within three days of my first conversation with him our 20x40 inground liner was delivered. He was very courteous and helpful over the phone and quick to respond to my emails. Pool Warehouse is fortunate to have such a conscience employee!

Ordered a Summerset TRL Infrared side burner. $710. Received a used, damaged burner. Missing parts. No instructions or invoice included. Called to get it replaced. They won't replace it. Told me to buy some bar keepers friend to clean it up. Told me to tighten the screws. Told me the burn marks on the grill were due to fire testing.

Don't buy from Pool Warehouse. If you have a problem with your order, they won't help you.

I ordered my pool and the first thing to arrive was the pool liner, Only two months later did I find out I had been shipped the wrong liner. I called and wrote and email Wednesday night and sent pictures of the liner which was for a 6' pool and mine was an 8' pool. I spoke with Jonah at Pool Warehouse on Thursday morning and was told they would check and see what happened. The liner company admitted fault and I was told it would ship within a week. On Monday morning I had an email saying my liner had shipped. When I checked the tracking it had already arrived in Nashville. I realize that mistakes happen. It is the response that makes the difference. Thanks to the liner company and Jonah in customer service my liner was shipped and my pool was full of water by the following Wednesday morning. Thank you for the great customer service.

Pool Warehouse was a pleasure to do business with! Matthew in customer service/ parts was truly awesome! He was polite and knowledgeable about my issue and made sure he kept me up to date with what was goin going on with my issue.

Ordered an auto pool cover. When it arrived, there were 2 damaged parts.
I let pool warehouse know and Jacinia took it from there. The communication and timely customer service was top notch. They sent me 2 new parts.

Awesome company and customer service. My representative, Renee answered any question I had and always got back to me in a timely fashion. The company delivered what they said when they said. I couldn't be happier and I would recommend them without hesitation. Impressive company.

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.

Called them and was told, 'if the website says we have it in stock, then we do. You don't have to call in'
Emailed them and was replied with 'yes we have it in stock, and it will ship within 2-3 business days.'
Ordered the part, and was refunded the next day due to 'out of stock'.

I called their customer service folks and told them I was not satisfied with the product I purchased. That is when I was informed that there was a 20% restocking fee. I offered to purchase a different product and asked if they would remove the 20% fee if I purchased something else and they said no. I asked for a manager to return my call two days ago and asked for the website statement showing that there is a 20% restocking fee. I never received a return call and never received the documentation regarding the 20% restocking fee. I would highly recommend that people stay away from these folks

We order pool hand rails that ended up looking very different than the displayed image. I have to say the customer service from Kelli was quite possible the best I have received in years. She was alway understanding, patient, and professional. She continually followed up and kept us up to speed. She worked through every avenue to find the best outcome for us. And actually superseded my expectations. Thank you Kelli for your hard work and dedication.

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.

We purchased our first in ground pool from Specialty Pool Products and had no problems. Unfortunately we moved and so we had to put in another pool. We would have used SPP again but Pool Warehouse was less expensive. I now can see why. We put in our pool last summer, the liner is already tearing by the coping. We called Pool Warehouse, the gentleman that helped us, and he said to reach out to Hydra Pools, as that is where the liner came from with the pool kit. Well, I did that and after a couple of days with them I was then told that since the pool/liner is less than a year old I had to go through Pool Warehouse. I continued to get the runaround. I left messages and sent pictures and have not heard back. I bought another liner now from SPP and will NEVER do any business with Pool Warehouse again. My husband is a contractor and he will NEVER suggest this company. TERRIBLE customer service.

I bought a pool kit from Pool warehouse in June. They forgot to send the sand for the filter. After three month of calling them, I asked to talked to the manager who told me I had to talk to the shipping company. I asked why after all this time was it my job to chase the company that they used to ship. He said that it is a shipping problem not their problem. I had called pool warehouse 5 times and was told every time that they left me messages. One time they told me that I needed to look into all the boxes. For (6) 50 lbs. bags of sand. WTF.
I would never buy anything from them again. I could not trust that they will provide the service that is needed when something is wrong.