PoolWarehouse

In my search for an Infared Sauna, I came across Pool Warehouse. Their website is simple, there was not a lot of pictures or reviews but the ones that were available seemed reliable ( no bots) from an brand I know and they had one of the best prices/shipping available. So I ordered, I didn't get any tracking updates but my Suana arrived within the time frame they had promised.

I received the part I ordered, it was the wrong part. I inquired about returning the part. Was told I had to pay for shipping, and 20-30% restocking fee. I sent the part back about 3-4 weeks ago and still haven't received a refund.

I ordered an above ground 21x52 and all the boxes came on a wooden pallet. The box the liner was in was on the bottom and in a thin box. I guess during transport the pallet shifted and a screw holding the pallet together went thru the liner box ripping a large slice in it. I called pool warehouse and they said sorry not their fault. The trucking company denied my claim too. My husband said it took him 20 minutes to get all the items off the pallet and no time to inspect for damage while the truck company was at our house. So I had to buy another $400.00 liner but I sure didn't buy it from pool warehouse. They don't care. Not happy with them at all.

I was notified of a delay in the delivery of the items I had ordered. Although I wasn't very happy I understood the circumstances. Renee offered me multiple solutions, one being acceptable to me. Her professionalism and outstanding customer service has made me a PoolWarehouse customer for life.

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.

The pool table offered by Pool Warehouse was exactly as described. Very good quality. Looks quite nice with the covers that convert it into a wonderful game/puzzle table. Kelli was wonderful to work with (very responsive to questions) and she makes the Pool Warehouse customer service a cut above the rest. Highly recommend.

Bought a 6k above ground pool. Bought the pump/filter, skimmer, and chemical feeder also. Pool was a struggle to say the least to put together, instructions were vague. The wall probably weighed 500 pounds. Comes in a roll. Make sure to have 5 strong people help you with that to be able to unroll it. Didn't even say you HAVE to have cove on the instructions! Had to watch numerous utube videos to get it figured out. Ended up buying foam cove inserts so that worked. Then filled pool up to the skimmer and pump holes to find out THERE ARE NO CONNECTION HOSES AND ADAPTERS! WTF! Is this a joke!? Guess I have to be a pool installation expert to figure this one out also! They should include a FULL KIT TO HAVE EVERYTHING A HOME OWNER NEEDS TO GET THE POOL UP AND RUNNING!

Do not order from this company. I ordered an expensive pool liner for my pool on November 25th. These people immediately withdrew money from my account long before anything was shipped. I have been trying to get in touch with them for days to inquire about shipping. No response. Finally sent another email last night. Some very rude person named Kelli told me that my liner had not been shipped, that everyone in the shipping area had COVID and to call back the last day of this year. I have asked for a refund of over 1,000.00 which they re now telling me may not be refundable if my liner has already been cut to order; however, no one knows the answer to this. So now I am out all of my money and have no pool liner either. I will be contacting my banks fraud department in the am. I dont even know at this point if this is a legitimate business. I do know they do not care about customers! Buyer Beware!

In today's world it has become rare that patients is exhibited in the retail marketplace. Nikki and Jacindia walked my wife and I through every question we had. They made recommondations, provided cut sheets and found methods to hit our budget. IMPRESSIVE!

We ordered our pool kit and accessories from Pool Warehouse and couldn't be happier with the service. Justin was beyond amazing helping us navigate our decisions as we had no prior experience or knowledge. He was always attentive and available. Once our products were delivered, Chelsey was equally as valuable in helping us with any issues and further product needs. We are still in contact with them for any issues and that are always there for any questions or concerns and help us in an efficient and friendly way. Thank you Justin and Chelsey for making our dream project come true! JSD

Bought a pool umbrella and took it out of the box and founld it too small for the space to be used. Pool Wearhouse would NOT issue a return authorization or credit because i took it out of the cardboard box they shipped it in. STAY CLEAR OF THESE GUYS.

Ordered my IG Pool back on May 27th, 2020. Received 1st shipment with only 3 items that were not damaged. Please keep in mind that there are over 100 pieces to this kit. Almost 3 weeks later I received an email saying they had located the missing pieces. I received a shipment that included a pool pump, 2 1/2 bags of filter sand. 2 of the bags were busted and the 8' steps that lead down into the pool were all damaged. 4 emails and 3 phone calls later i still have no idea where the rest of my pool is and Pool Warehouse isn't doing anything to help locate them. I read the reviews on BBB website after I purchased my pool. Please visit and read before you buy it. My $7K investment has turned into a NIGHTMARE!

I had a problem where I ordered a Pentair IC40 Salt System and was shorted my salt cell generator. I reached out to PW and told them about the issue. Nikki from Customer Service was right on the problem. She tracked down the issue (Pentair shorted the box), and followed up. We got our salt cell in just a few weeks. It was Nikki's relentless follow up that got us taken care of. I will definitely keep doing business with Pool Warehouse as long as they source quality people like Nikki. Thank you, Nikki! Well done and much appreciated!

They ship everything, even the smallest part requiring signature AND you aren't notified of the shipping date. You're supposed to look into your crystal ball for delivery date. If you aren't home to sign, it is returned and you get the pleasure of paying shipping to and back AND a 20% restocking fee. We were on vacation and our repair guy had to source the part elsewhere to save our pool. Because we weren't home to sign, we get to pay almost $200 for the pleasure of shopping here…. Never again! We purchased our inground pool kit from them 5 years ago and they didn't send all steel panels needed however, we extended grace and allowed them to ship it to correct the issue. They certainly don't reciprocate! Source your needs elsewhere!

I needed a new pool liner. I contacted many pool companies in my area but nobody would install a new liner until the next year. They used the excuse that they could not get a liner because of COVID. I contacted Mona and she walked me though measurements and order. I must have called her everyday for 2 wks. The liner came in Nov. And we stored it in the basement. My 2 brothers who knows nothing about pools, hung the liner in 30 mins. The next day with one shop-vac and 3 loads of water, I have a pool. Anybody can put a pool liner. The cost was about 2500 and 2hrs.