PoolWarehouse

Advertising free shipping then billing through "Concrete holding" and charging $76. Shipping on a $48. Order that can fit in a USPS $6 flat rate shipping envelope.

I ordered a pool table from this company severely damaged! When I tried to get a new one delivered, they never responded to my phone calls, emails etc... It was almost one month until I tried disputing it with my Discover card and they told me that because I signed for that Pool Table they are not liable for anything! When I called Pool Warehouse, they told me the same thing. THEY DO NOT STAND BY THEIR PRODUCTS! I was left with a pool table that has cracks all down the side of it. Pool Warehouse said they refuse to pick it up! DO NOT BUY FROM THEM. THEY ARE A SCAM! I gave them 1 star because I had too.

Great customer service. I had an issue with my product and they sent a replacement product out right away! I was very pleased with this company and will definitely recommend them!

This company has the worse customer service I have ever dealt with in my life. I ordered a liner in May and should be receiving it this week in July but that will not be happening. I paid, sent my measurements for my liner, and tried to call plus sent emails to check on my order I never received a response. I spoke to someone today stating that they were missing one measurement and that my liner hasn't even been put into production. I asked why wasn't I called regarding this and he stated it wasn't their fault even though I had reached out to them with no response from the company plus when I checked online they had a confirmation page stating that my order was awaiting shipment. I asked to speak to a supervisor and he said he doesn't have one and his solution is to refund me my money. So now I have waited 35 business days for a liner that will never come, I have to wait 7 business days to get my money back so I can purchase another liner and I will probably miss the entire summer with my pool. Do not deal with this company or you may end up like me. Fingers crossed I get my money back.

Awesome customer service provided by MattM. Great business to deal with. I had a simple question about my order and it was immediately addressed and processed.

We purchased a pool table that arrived damaged. The damaged side was placed faced down so we could not see it given only one delivery driver came (instead of two per their policy) so my husband had to help the driver unload and bring it into our garage. Since we didn't see anything wrong with the box, and unable to lift a box that is hundreds of pounds with just the two of us, we signed for it. The next day, when we got help, we set up the table and found that maybe a forklift during delivery damaged the box and table. Long story short, customer service did absolutely NOTHING to help us even though we reported it within the allotted timeframe. We even disputed with our credit card company who sided with us but this terrible company still would not provide us our money back OR help fix the table or provide us an opportunity to replace it. Now we had to pay to get the table fixed or have a $2k paperweight. It's sad that we spent money for something we wanted to have fun with but instead met with poor customer service and a useless pool table.

From start to finish our pool took a year to be completed. Everything did not arrive in one shipment as assumed and that was ok because we set our expectations low. With a project like installing an inground pool you should be mentally prepared to have a lot of set backs.
The was a wall and a couple braces missing from one of our shipments. No big deal, completed the ticket and they were shipped in a few weeks. YES we did make our delivery guy wait while our installer went through every single item. Offered him a drink and snacks! We had some issues along the way and every single time I reached out Chelsey W was responsive and helpful. Again, expectations were lower so I did not expect an immediate response. Every once in awhile it would take a day or 2. Not s big deal considering the amount of emails she probably per day. We received excellent customer service and I would recommend or use Pool Warehouse again. Jeanette was helpful when we put the pool package together as well. We were missing screws for our returns and Chelsey mailed them that day. Our PB was a Mormon though so I'm beginning to think he misplaced them. Either way we could not have had a better experience and wanted to shout out Chelsey W for amazing customer service!

While I understand the pool business is busy right now, I would think when purchasing an inground pool kit, you would be able to get service if something goes wrong. My order was delivered two weeks ago in a Tuesday. We did not know that we needed to unpack and inspect all products before the driver left (this is on us). When we unpack on Thursday, there was a damaged panel. After multiple attempts, I still don't have a solution on my damaged panel and had to just put a thin piece of metal over it. Then we move on to the coping... there were pieces so damaged that they were unusable. I am not a pool specialist so I would have had no idea that this was going to be a problem. Now, we ordered a salt water system... it was not included in the order. I have reached out multiple times not being able to get through. Leaving message after message and no one calls back. When I did get someone on the phone, the needed information and promised resolution... still two weeks later... nothing. This is the worst service I have ever received.

Everything was good up until i actually received delivery and was missing the pool filter they will not talk to you only say you signed for it so its no longer their problem. So don't sign anything if ordered from them. Worst customer service I have ever dealt with offer no help what so ever only say you signed thats it. Have been reported to the BBB. Check their website seems to be the issue everyone has with them. Not sure if they are any better but Try Royal Pools website not as good but seems comparable on price wish I used them. They tell me Jonathan is the only person that can help me at Pool Warehouse and Mr customer service specialist refuses to help in any way shape or form just repeatedly says you signed for it so that is it sir. No help from the supplier Hydra Pools which is where it was shipped from either they tell me i need to deal with Pool warehouse. Very Frustrating they obviously dont get their business by recommendations and just looking for the next online victim. Stay away!

I read a LOT of reviews on this company, and after seeing the negative reviews, I was put off and continued to look around for comparable pricing. Well, there really isn't another company that can compare to their prices that don't have comparable reviews. So, I placed the order. Unlike the majority of negative reviews I read, I did my homework! I did not line up installers until I got all of my parts, which did come in two shipments. One of my boxes were damaged by the truck company that delivered it. I called in, talked to Nikki, she advised me to specifically list the part on the receipt the driver made me sign (Who was not happy with me, but hey, I did not damage it) she got it right out to me. No trouble at all really. I would say to anyone wanting a great deal, is to go with this company, but make sure you do what they ask: 1) Dont schedule installers until you have all of your parts and 2) Make sure you mark specific parts that are damaged on the receipt that the driver makes you sign off on before they leave. Also a little nugget just to share, is that they can not tell you that you cant sign it damaged. They tried, but Nikki advised they cant not do that. They can not leave until I sign. The driver was kinda rude, and that made him mad, but oh well.

I purchased a pool robot, caddy, cover and extra filters. They shipped fine but, then there were problems. The robot (Dolphin Triton PS) was a piece of junk. I tried to return the product and pool warehouse told me they are not able to do returns without working directly through the vendor for support first otherwise there is a restocking fee (20%) and I would have to pay for the shipping.

I called Maytronics and worked with a support person that was able to determine the machine needed to be returned. They even got on the phone with someone from pool warehouse to confirm it was OK to let me return this defective machine.

3 days later, still nothing from pool warehouse. So I called back in. Now, despite all that had been done, they still have no idea if they can give me a refund! They said they want me to reach out to the vendor again to double check to ensure they are ok with me returning it! Wait what?! Didn't we do this already? This second person I was talking to was the manager...

This is a mess. Please stay away... take my word for it.

I placed an order for a pool heat pump on 5/13/2022. Item has been in stock in their website up until 10 minutes ago. Was supposed to be shipped in 2-3 business days. After not hearing anything for a week, I emailed customer service. I was told the item had shipped, and given a carrier and tracking number. When the tracking number didn't work, I contacted them again. Told the same thing, they would reach out to the carrier, it had shipped out. After still not hearing anything a few days later, I contacted them again and heard nothing new. Contacted the carrier myself, and told I was given an "invalid tracking number". Contacted pool warehouse again on the phone this time. Was disconnected and transferred around. After telling the story for the third time, I was told it would be looked into. Heard nothing, contacted again. Was sent a form email saying my item was out of stock and I could expect my $3,000 back (that they've had now for 15 days) in 5-7 days. I have never had a worse experience. If it was out of stock, fine. Shouldn't take 15 days and just as many emails and calls to find that out. Terrible.

Recently bought a pool from this company and it's been one let down after the next. Originally we were buying from another National pool company but decided to shop for a "2nd opinion" the price was amazing but buyer beware, you get what you pay for! Amongst numerous issues, PW has the worst customer service I've ever had the misfortune of being victim to. I'm still stuck with a step system that since day 1 we have had safety issues in regard to but are stuck with bc "they've been opened and assembled" mind you, they never sent instructions and since the box contained no hardware or instructions and we were told by their CS they "snap together", that's what we did... snapped them together. After numerous emails of complaining they didn't stay together, they finally sent instructions (weeks later) the instructions indicated the steps had braces in the backs to help keep them together and screws! We never got the braces or the screws! When we asked for them to be sent, we were sent a bag of screws, nothing else. After another call/email about the braces, we were told they were no longer " needed" we must have gotten "old instructions". This is only one of many examples of the level of customer service that exists with this company. When we asked for replacing or refunding we were denied. Trust me, Take your money elsewhere!

I just bought a pool package from Pool Warehouse. The Mt. Loch pool 24X52. I had my previous 24X52 pool for 21 years. ( not from them). Paid 1500.00 to have this pool installed, paid 300.00 to have water brought in& got 15 inches of water in it and it was running out. We took pics and sent in. Renee B. Told me it could take 24 hours or 6 months to determine if the liner was bad. She told me that is the risk you take when you buy a pool. You can not leave a pool and liner sit but a few days without water in it. You can see white lines on the liner where the rip is. The black is the black floor pad under it. I have had pool dealers tell me that it look like the machine making the liner got too hot.The white lines also run up the wall in 4-5 places. I will also be out of the price for a new liner and the cost of paying the installer to take my pool back apart & remove this liner & install another liner. So I will be out of around 1500.00 or more. I would not recommend pool warehouse to anyone. I will never buy anything from them again. Renee was very rude by telling me that's the risk you take buying a pool. Well when you buy something new you do not expect for it to come damaged.

Our salesman with pool warehouse was awesome, I don't remember his name but he put our order together and did a great job with finding all of our needs and wants and satisfying them. The purchasing process was tricky, we had to make several payments and due to banking. They would only allow $5,000 at a time which meant we had to make several payments over and over again, very aggravating. However the material was put together and shipped to us for a 20x40 swimming pool. The trucking company was poor at best and managed to damage some of our stuff. This was getting very aggravating and it was very close to install date which meant we couldn't put the pool together without the proper panels. Jonah was my customer service rep, and God sent. Has aggravating as it was he never stopped in satisfying our problem and finding only solutions instead of making up excuses. Because of his vigilance we managed to get our panel far before installation date and everything went off without a hitch. Again Jonah I hope you read this you save the day. Five stars for you my friend

Pool Warehouse sent us a used pool slide for our brand new pool. Zero response from customer service. Steer clear of Pool Warehouse! These guys are a major scam!

NO REPLY...

Give them the same concern they give to you - NONE!
GO AWAY FIND SOMEONE ELSE!
Obviously since they are in busy times for the pool industry PWH does not have time to address requests. If you write, do not expect REPLY!
I have now written them twice over the course of the last month - CRICKETS! Not even the courtesy of "sorry, we cannot help."