They don't honor the warranty... I purchased a Salt Generator (Compupool product model #: GRC/J1400-3) back on Aug 2021, 2.5 yrs later I got an error code 125/194, which meant clean or replace the cell. I cleaned it and reinstalled the cell but I still get the same error codes, I called them on Tuesday. The initial person I spoke to wanted me to send the unit back, so they could inspect it and if approved they would reach out and I would pay a pro-rated value for the new salt gen cell, I asked how long this would take, she said a weeks time. I told her I couldn't remove the cell, because that would require me to shut down my pool, since the cell is in line with the water lines that feed water back to the pool and I wasn't going to shut down my pool in 90+ degree temps and have a green pool water mess on my hands in short order. So I suggest that I would pay for a new salt gen cell at full price, once I installed the new cell I would send back the old cell for inspection and they could credit back the difference to my credit card. She said she can't deviate from their process that I would have to send the old cell back 1st, to which I responded that's ridiculous... I had her transfer me to a supervisor Rob who basically told me the same thing, except that she would call me back by the end of the day after she speaks to the warranty manager, its now 3 days later no call back. The only reason why I purchased this item, was Jandy back then had a several month delivery on new salt generators, which was right around the Covid aftermath. These folks have no business running a company they are incompetent, don't understand common sense and are terrible business people, not willing to resolve problems. The warranty they offer is FAKE, its not REAL. Don't buy anything from them, spread the word...!

When I needed to order a replacement salt cell for my pool, I ordered the Platinum Edition Replacement Salt Cell for Hayward T-Cell-9. Against my better judgement, I went for the lower priced cell online through Salt Pool Store, because they highlighted that the cell came with a 5 year warranty. I incorrectly assumed if I had issues, they would stand by their product for the length of the warranty period. WRONG. I began having problems within a couple of months after having the salt cell installed. I was forced to call my pool company out several times to attempt to investigate and fix the problem. Finally, around the 7 month mark, my pool company confirmed that it was a bad salt cell. I then wrote an email to Salt Pool Store, and attached my original invoice with date of purchase, and Order Number, and explained the situation, and asked what I needed to do to get a replacement cell shipping out in place of the defective cell.

It took 5 days, but I received a reply from "Tommy Webb", Sales Consultant, thanking me for the information, and to process my refund I would need to return to unit to them at the following address:

Salt Pool Store
7200 Intermodal Drive
Louisville, Kentucky *******.

I would also need to write my order number and name on the box, and also email a tracking number so they could process my return in a timely manner to *******@saltpoolstore.com

I followed the instructions precisely. I shipped it UPS 2 day, and sent an email on Dec 19 as instructed that the bad cell was being returned. I received notification from UPS on Dec 21 that the package had been delivered. I waited over a week and sent another email on Dec 28, and attached the delivery confirmation receipt, and asked if there was anything else needed from me to process my refund, and asked them to please confirm receipt of this 2nd email from me. NO RESPONSE.

Because it was during the holidays, I waited until Jan 9 to send a 3rd email, following up to my other 2 emails, regarding the return of the defective Salt Cell that came with a 5 year warranty. I also mentioned that nobody had confirmed receipt of my prior 2 emails. At this point, they have had the returned item for 3 weeks. NO RESPONSE.

Finally, 10 days later, I'm able to get in touch with "Mark, from Customer Service." What a joke. The guy tells me no returns are allowed. I explain my situation, and asked to speak with the Sales guy, Tommy Webb, who replied to my original email with instructions for me to receive a credit on my purchase. He replies that Tommy Webb is the owner, and he is unable to transfer me to him, because he doesn't work at the same location. I become very upset and he says he'll try to get in touch with the owner for me, to give me a call back. NO RESPONSE.

A couple of days later, I call back, and Mark again answers the phone. I repeat who I am and tell him I haven't heard back from the owner, and I want to know where my credit is. He replies, "we tried to give you a credit, but our bank said we had exceeded our limit of credits today". I said, "That is total bull$#*!! A bank won't stop you from giving credit for a defective product, and damn sure doesn't impose a daily limit on you" He began stammering and changing his story, and finally said he would recap my request for credit, including order date, and return date, and email all of the relevant information to the owner again for him to handle. ITS BEEN ANOTHER WEEK, AND NO RESPONSE.

With no other recourse, I sign onto Google to provide a review on this corrupt company, and I see that out of 185 reviews, 176 of them are the lowest rating of 1 Star out of 5 Stars! A total rating of 1.19 out of 5.0. THAT SCORE SAYS IT ALL ABOUT THIS COMPANY'S ETHICS!

I'm now kicking myself for not checking online reviews first before ordering from the company. Hopefully, this review will warn any future potential customers not make the same mistake I did by having anything to do with this company. STAY AWAY!

My story is the same as everybody else's on here. I purchased a replacement salt cell for my generator because mine was old and not producing as much anymore. Search the Internet and found this company with a really good price for an expensive part for my pool and I ordered it. It was drop ship from Australia and the shipping was fast and came intact so I have no problem with that, but after I installed it, I got error codes on my generator saying that it was defective. Like everybody else I sent an e-mail, I called and left a message with no response, and I then chatted with two separate people which told me two separate things but both of them agreed that I should send it back to them for a warranty claim. So, I covered all my bases, and I sent them the part back with transcripts of my chat, my receipts etc. I also sent them an e-mail to the sales department telling them that it was on its way and that I would need a resolution in this because I needed the salt cell. Yesterday I got a notification that I was receiving a refund back to my PayPal account, and low and behold it's 25% less than what I paid minus the shipping cost they obviously used to get it to me and of course I'm out the shipping cost back to them. I was expecting a replacement cell and not a refund. So, all in all my cost of tuition for this lesson that I learned very hard was around $100. I should count my blessings I got anything back because I didn't do my homework first and go on the Internet and check this company out. I usually do but it's been so long since I've been burned, and I got lazy, so I deserve this $100 punishment. I only wish there was some way that we get the word out about this company to everybody before they order from them. I own a company and been in the service business for 25 years, and we pride ourselves on our Google reviews of five stars. I was thinking about starting a web page with the sole purpose of warning people about this company. If people would just check the Better Business Bureau, they would get it. I made no illusions that this was going to be a product of quality, but I thought if I could get at least a year out of it then it was worth the price. Boy was I wrong. I will try to file a claim with PayPal, but I don't expect any real results. This guy is not in the business of providing service in quality, but rather he is in the business of scamming people. Yes, there are some people that ordered the products and got good ones and that's great for them, but a company is not judged by when things go good but rather when things go poorly. This guy has got it figured out. Sell products and the ones that last a little while good for them and the ones that need a warranty claim or defective out-of-the-box, charge 25% and still make their profit. I'm sure he then sends the defective one back to the manufacturer for credit. Bingo money made! Alright people, I hope you got to this point and are reading this because if you still order from this company after all the complaints then you deserve what you get.

This review likely wont' make a difference, as the near 173 1-star Google reviews (out of 173 reviews) and continuous reviews of a similar nature peppered throughout the web and consumer complaint sites, pretty much sums it up, but I digress.

I rarely post reviews but I can't tell which is a bigger POS, the company or the products they sell! I purchased a salt cell which failed within 3 months and the warranty process is purposefully difficult, tedious, and all at the purchasers expense! There is NO customer service outside of 3 word answers via chat until they just stop responding, and if you're able to get a person on the phone they aren't able to help you with warranty claims. So, you're held hostage to a pathetic excuse of a merchant which required endless hoops to go through (image of the error, image of the system, "water sample", etc.) just to get warranty "approval" before having to ship the defective product back at "my expense!" Then despite putting the order number on the "outside" of the box, packing slip with ALL warranty information collected on the "inside" of the box, they refused to do anything or even confirm it was delivered unless I provided a tracking number.

When asked why a tracking number was absolutely necessary when all reference information was on the outside and inside of the box, the ONLY reply was "because that's what's required". I had to go back to the shipper to get the tracking number and confirmation of deliver to find out it was delivered (and signed for) nearly TWO WEEKS prior! There wasn't a single correspondence of status, results, or when a repaired or replaced device was going to be sent back so, I had to personally follow up continuously! The constant follow up, lack of response, and ridiculous process (if you want to even call it that) dragged on for over 30 days to the point that I didn't know if I would ever get the product I paid for. When I threatened to report them their response was to threaten me with defamation which was obviously a lie since there were already hundreds of BBB and consumer complaints every where you looked!

Meanwhile, I'm having to maintain my pool (again, at my expense) as our salt water system could not function without the salt cell and they couldn't care less. I ended up disputing the charge and having to purchase another salt cell, then one day out of the blue the replacement just showed up after I submitted an inquiry to a consumer law firm. Again, with no correspondence whether in the box, email, phone, NOTHING!

Needless to say, this is a HORRIBLE company. You may get lucky and purchase a product that works but God help you if it doesn't! Therefore, to be on the safe side GO SOMEWHERE ELSE! PLEASE! If not for yourself, do it for the poor folks like myself and others so this company either changes their way or goes out of business (the ladder being the best solution IMO)!

As most customers have stated this company is a scam. Their Paypal account is registered to Ezy Option Trust, not Salt Pool Store. The trust is not even based in the US.

The company refused to return my calls or answer my emails after giving then over $500 for a new salt water component. Thank God I used Paypal. They refunded my money instantly.

Don't make the same mistake I did. If the company does own you a refund contact their thief in charge: *******@Gmail.Com