Salt Pool Store

This is not a store. It is a drop ship company. I asked if it would ship right away. The answer was yes. After i purchased item I was told there was a shipping delay. After that the fun began. When the T-cell finally arrived in a poorly packed box. It had been sent from Australia and was smashed. It was sent back to the SALP POOL STORE at my expense. I was told by (Rob, the sales manager) that I would get a full refund because it wasn't my fault. My refund came a week later after I called to see when I would get my refund. The refund was $107.24 short of what it cost me to buy the item. Buy from a real company, and save yourself some aggravation.
I am just a guy trying to get his pool fixed in a timely manner. If you are trying to do the same thing, then buy from a company that has customer service and real inventory. It will be cheeper if you do.
To the SALT POLL STORE, You should be ashamed of your business practice. Eventually this kind of treatment of your customers will catch up to you.

Bought a salt cell from them because of the fabulous price and fenonminal 5yr warranty. My cell failed after about 6 months of actual use. Tried to call for service last Fall, no one answered the phones, tried for weeks. No one returned my request for service either. This Spring as I was looking to replace the cell. I tried once again to contact them for service. Surprisingly they answered. I was directed to the website to the warranty request form. Which I filled out explaining that I had not gotten a response from them in the Fall, hoping they would make it right and replace my cell. Customer service is a joke and Mr. Webb in warranty service is less than accomidating. You have to send your cell to them( leaving the pool non operational) and wait for them. Reading other reviews, I understand they then send you a bill for MORE than the original cost. The Cell is prorated from the" Original" price not the always listed sale price...this is a giant scam...people should do as I did, and file a complaint with the Federal Trade Commission. They shouldn't be allowed to scam people and get away with it!

I ordered a T-Cell 2 months and I still haven't received it. They won't answer phone, email or chat!

Ordered a salt cell from them thinking that all indications showed it was the salt cell. TWO hours after ordering, I was advised that it was something else. I tried to call their customer service line and left multiple messages telling them to cancel the order ASAP... no return calls. I also left emails telling them to cancel the order... AGAIN, NO responses... I did this for 4 days, sending emails and leaving messages... and no response... THEN, on the 5th day, I get an email saying I can't cancel the order because they just shipped it...! HOW asinine is that.?
I emailed him back and notified him that I had already put in a dispute with the credit card company and to contact the carrier and have the shipment cancelled. NO response...
So now I have to watch the shipment carefully... and ALL THE WAY FROM AUSTRALIA... NOT THE U.S., LIKE THEY SAY! I'LL HAVE TO KEEP A CLOSE EYE ON IT AND REFUSE THE PACKAGE WHEN THEY DELIVER IT.
STAY AWAY from this company and avoid them at all costs! Go somewhere else and pay the extra few dollars.
This company is worthless and doesn't deserve even 1 star!
OH YA! Their best line is... 3-5 days delivery... WHAT A CROCK of POOP! THEY LIE!

These are not ethical people and couldn't care less about you as a customer after your purchase. AND, their warranties are not as they appear. My salt cell failed just into the 4th year. I gave them all the info on the warranty form including water tests and photos. After a couple days delay, they emailed and said I needed to return the cell for testing and the turn around would be 4-5 days. I started following up on the 4th day. They would not return phone messages and would not reply to emails. On the 8th day, I got someone to respond to a chat. They had no record of receiving my cell. I emailed them the UPS delivery confirmation. A couple days later they said they emailed me a "warranty invoice" which I did not receive. A couple days later they said they emailed it to the 4 year old email address from the purchase rather than the email address that the warranty claim and other follow up was done through. A couple days later they emailed it to the current address. The warranty invoice was $399. The same exact product was listed on their website for $374. I asked them to correct it and I'm still waiting. All totaled I'm 3 weeks into their 4-5 day turn around. It is obvious they are intentionally delaying the matter.
Call the sales line and they answer on the 2nd ring. Call the service line and you will never speak to a person. They are a crooked operation.

I would give it a minus five if I could. Scammer company that won't honor the warranty. $#*! store I would blow up

In October, 2023, I purchased your replacement cell for Hayward T CELL 15. My unit quit working in April of this year - 6 months after installing. I contacted your company to apply for a replacement under the 5 year replacement warranty. I was informed of the process and immediately sent an email to the warranty department containing a picture of the undamaged unit, a printout from Pinch A Penny showing a zero chlorine reading in my pool, and a copy of the receipt. A day later I received a preapproval of my warranty request with instructions to send the documentation and the unit back to your company. I did that on April 28th. On May 2nd, an employee of your company signed for receipt of my package.

After waiting 3 weeks, I contacted the warranty department who stated that they had not received the cell. I gave them the UPS tracking number and never heard from them again. I then started calling your help desk. I spoke to "Mark" who took down all my information, apologized and said he would be back with me the same day - May 31st. Never heard from him again. I called on June 7th and talked to "Carla". She said she would be back with me the same day. Never heard from her again. Called and talked to "Rob" twice. Both times said he would be back with me the same day and never heard from him again. Rob did give me the name of his boss, Tommy Webb, who he assured me had my file, my name, and my email. I have never heard from Tommy Webb.

Let me be clear. I have not been denied on my warranty claim. I have never heard back, received a denial, received a replacement, or a refund. My order number is SPS*******. My phone number is in my account. I would like a full refund of $368.99 and to be reimbursed for my shipping cost thru UPS of $31.58. After waiting over 2 months and being ignored on all attempts to satisfy this situation, I think it is the least your company owes me.

Bought the CPX24 salt system August 31,2022.
Received a cracked salt cell (see the first attached photo - look at the blue housing part), also the included power-unit did not have a grounding lug.
Returned the salt cell within 30 days of purchase.
Installed the power unit assuming I would get a replacement cell.
Had some technical questions about the installation, their expert assistance consisted of "see the included manual" (see the 2nd attached photo).
11 months later still no replacement cell after multiple laborious calls, online chats and emails.
I did get 2 emails one on 9/27/2022 and another on 03/29/2023 (see 5th attached photo) implying I would get a replacement cell. The tracking links in the emails initially led to a DHL website in Australia which implied my item was in process.Today the earlier email leads to a salt pool store site saying my order has been cancelled. The later email takes me to a link (see 3rd attached photo) saying the order is in process but the DHL tracking number leads to an error message (see 4th attached photo).

Unfortunately I did my research on the company after the purchase and found their horrible ratings here and on the Better Business Bureau site.
Also discovered they were sued successfully by Hayward Industries for (1) bait-and-switch tactics, (2) passing-off and trademark infringement, (3) false advertisements and false association, and (4) passing-off and counterfeiting.
I have no misperception that I will ever receive a salt cell from this company but I hope this review will save someone else from using this company and also assuage some of the anger that builds in me when I think of how I was treated by Tommy Webb, "Simon" and this company.
I got the recommendation for this store from my sister-in-law who although didn't get a cracked cell has learned that their imitation Hayward cells are not worth the money spent on them.

On June 21,2021, I purchased the "Platinum Edition Replacement Salt Cell for Hayward T-CELL-15", Model PEC-HW-T15 from the Salt Pool Store for $297.99 with a 5-year warranty. The cell stopped working after 21 months; the system says that the chlorinator shuts down due to high temperature (the actual water temperature is 64 degrees).

I contacted the Salt Pool Store initially on 2/5/23 and subsequently submitted a warranty claim (*******@saltpoolstore.com, Tommy Webb). He asked me to send back the old salt cell for them to check, which I did. I received an invoice from the company asking me to pay $345 for a replacement. I responded, saying that their warranty clearly states that the warranty cost should be 30% of the "published retail price" if the failure occurs between month 13 and month 24. Based on this, the warranty price should have been $108. They responded saying that it is 30% of the MSRP, which they say is $789. I responded back with a copy of their warranty pointing out to them that it says "published retail price" and explained that their webpage has never sold this product for the MSRP, it has always been sold for approximately $350. To this point there have been over 10 email exchanges regarding the warranty. On 3/13, I submitted a complaint to the BBB and informed the Salt Pool Store but they did not respond. It is currently 5/19/23 and this is still not resolved.

This company cannot be trusted. They definitely don't honor their warranty and I'm sure they just took my broken cell, refurbed it and sold it to someone else. Do not buy from this company!

Never received item after sent money for warranty. So I ordered another one and still have not received. I have left messages and no contact

I had a problem where do to their error I was charged an EXTRA $139.00 import tax. Wouldn't even talk to me.

I bought a replacement cell for my Hayward salt generator. It worked fine to begin with (a couple of months), but it was always registering high on the salt, even though when I took water to the pool store, the salt level was fine. I filled out the warranty information, sent pictures of my pool with algae, the registered PPMs when I reset the generator, the PPMs after 10 seconds (Salt High) and the results from my pool store.
The warranty department (or someone who apparently doesn't know what he's talking about) said to remove 20% of the water and refill the pool. Common sense tells me that when I do that, the salt reading from the salt store is going to show low, and then I am stuck in a vicious cycle of adding salt, removing water, adding salt...
The gentleman at my pool store also stated the same concern, and told me not to do that. I replied back to the Salt Pool Store, and never got a response.
I finally chatted with someone and I was told she would copy me on the email that she was going to send to the warranty department asking them to follow up with me either that day or the next. I never received that email or any contact from the store.
I chatted again the following Monday, and asked them how they wanted their review to look. They aren't phased by that question. I did get an email that day, but it was requesting I do the same thing, even though with second testing from my pool store, the salt level is within range; 2940 PPM.
So I can't stress enough, DO NOT BUY FROM THIS STORE BECAUSE THEY DO NOT STAND BEHIND THEIR PRODUCT. THEY WANT IT TO SEEM THAT THE CUSTOMER IS DOING SOMETHING WRONG.

They don't honor there warranty. There phone number is disconnected. They don't respond to your email

I purchased the Platinum T15 cell with the advertised "industry leading" 5 year warranty. It malfunctioned after 4 months of use. They did replace it last year; however, it took almost 3 weeks to receive the new one. The second Platinum cell malfunctioned (Temp sensor) with only 2 months of use just into the 2022 season.

I am more disappointed in the lack of customer service than the unreliable Platinum T15 salt cell. I would get a company salesman response only after multiple emails sent and calls made. When I finally did get some degree of communication, it was very brief and without any explanation regarding the bad cell. They did not even acknowledge that they received my UPS return of the bad cell. If I had not been persistent, I truly believe that they would have never followed up with me. It was like pulling teeth to get any feedback!

With my experience there has been zero regard for customer service. When I finally did receive an explanation of the "limited 5 year warranty," it was a pro rata on an escalating tier for the amount of times/date it failed. First time free, second time 30% off MRSA, etc. What I find interesting is when they quoted me the $249.99 to replace, the advertised MRSA on their website for the Platinum T15 cell was $599. The amount should have been 30% of $599 = $180. When I called them out on the amount, they suddenly raised the MRSA on their website to $829.99.

Some things are worth more than saving a buck. It took weeks to receive the second replacement Platinum T15 cell. My pool had been living on shock for over a month in the middle of summer. I now have spent a total of $744.98 in original purchase, replacement purchase, shock, shipping charges, and stuck with a 3rd Platinum T15 that I hope will last longer than a few months. I should have just purchased a new Hayward T15 to begin with. You've been warned and informed.

I Purchased a salt cell SC36, RC-35/22 ******* gals with a 5 yr warranty. When i initially got it didnt work out of the box. They did send another salt cell a month later but after 18 months it failed again as well. The warranty was for 5 years so i thought it would be no problem to fix it or replace it. I sent the warranty claim paper they requested to be filled out on their site and sent it in. Tommy had contacted me and refused to send a return label and stated i would have to send it on my own which i did at a cost of around 14$. In an email back he had stated the turn around time would be 3 to 4 days. After about a week of its arrival to them i sent an email asking what the status was but got no reply. I attempted to call the number on their site and got a sales person which durring my phone calls i spoke to two sales people which neither one had a clue of its status and stated they would contact Tommy via email who was the initial person i had communicated with. After about 3 weeks he sent an email saying i could purchase another cell at 30% off the MSRP price which was about 669$ A cost of 334$ but online it was selling for 249$ For first time buyers and it was the same salt cell i had purchased. With multiple emails sent to him by his staff as well as myself their was no further communication. No reply was ever received which further call attempts were made but they were unable to help and couldn't explain why. This went on for a month with no further communication from the company who also is keeping the product i had purchased. My guess they would attempt a repair and sell it full price to someone else instead of doing the right thing for their customers

Warning, Many company names, don't do anything with SaltPoolStores. Scammed, horrible cust serv.BAD!