Totally unacceptable. I placed an order for a simple part over a week ago and the shipping status still shows "processing." I've sent numerous emails to the customer support email provided without any response. I've tried contacting the store front phone number *******555 repeatedly and it's never answered. The voice mailbox is full so you can't leave a message. In the meantime, my pool is shut down turning greener by the day, awaiting a part Yourpoolhq apparently can't ship.
DON'T WASTE YOUR MONEY AND DON'T ORDER FROM THIS SELLER. YOU WILL NEVER GET A REFUND BACK ON DAMAGED PRODUCT. CUSTOMER SERVICES DON'T EVEN TAKE CALLS. HAVE TO GO THROUGH ORDERING DEPT. COMPLETELY UNREASONABLE AND IMPOSSIBLE TO WORK WITH. I AM SURE YOU CAN GET MUCH BETTER SERVICES SOMEWHERE ELSE FOR THE SAME PRODUCT. TOTAL WASTE OF MONEY AND ENERGY. AND NOT WORTH IT TO RAISE YOUR BLOOD PRESSURE HIGH ON THIS. EXPENSEIVE LESSON TO LEARN!
Placed an order with this business on 5/31. Email said I'd receive it in 7 business days. It's now July 25 and still no sign of my order. Moreover, on 6/18 I sent them an e-mail asking about it - never heard back. Tried to call - always voicemail, never managed to talk to anyone for real. Sent another e-mail, never heard back. I guess I'll see with Paypal if I can get my money back. What a joke!
We are truly sorry to hear about the problems that you had under the previous ownership with yourpoolhq. As the new owners, we have made customer service our top priority. We have on board our customer service guru Deb, who is here for all of your needs and concerns. We would like to prove to you that we can do better. If you decide to give us a second chance, please email us for a coupon code for your next purchase.
Called company on 7/22 to confirm the pump I was ordering was in stock as the website said. Employee confirmed yes, and i placed order online. Status never updated so called on 7/28 and was told by another employee it should have shipped already and they would call me back the next day. Called today 7/29 and was told the pump was NOT in stock and there was no ETA on getting one. DO NOT USE this company.
Part/component arrived within the 2-5 business days as stated when ordered. Impressed. That doesn't always happen with other items/other businesses I've delt with.
Slow on shipping as I called and they said they were shipping my order that day, they didnt. Being a customer honesty is a good policy for a first time buyer.
I found the part needed to repair my DE filter on Your Pool HQ web site, and I could not find it anywhere else. When I placed my order I mistakenly entered ail.com instead of aol.com so this left me unable to track my shipment. When I noticed what I had done I tried to fix it, but instead come across many negative reviews for the company. This had me worried. But, my part arrived within a week, it was the correct part, and my filter is now up and running. I cannot speak for those who had bad experienced, but I am very pleased and will use this company again if needed.
I dont know if its because I am not a customer, only a guest, but I never received a tracking number when the product shipped. Also, the shipping info that I provided via paypal checkout was not used in its entirety so I had difficulty getting my package. Other than that, prices are great, product is what you need. website is very helpful.
I wish I had researched PoolHQ before I ordered from them. I placed an order for a pool cover in June, of course they took the money right away but by September I had not received it. I called to cancel, and then I have called 3 times looking for my refund. Its now November and I have not received anything... so frustrating, this company is a scam.
I had a complicated parts issue that they quickly stepped up to resolve and ensure I got the right part in my hand, even before sending back the part they already shipped. They were genuinely concerned in putting my needs first and I will only shop with them in the future.
I purchased a 2 person ceramic infrared sauna and i had many questions and the customer service agent was extremely helpful and kind. My sauna arrived and is lovely thanks to this great store
We ordered a diving board. We paid $1406.98. The board was delivered while we were not home. Once we got home we opened the package and seen that the board was busted on the corner. We called the number own the site. The lady told me to send pics of the package and the damages. I took pics and sent them in. We have requested a new board or a refund. We were told they were contacting the Vendor and would get back to us. I again reached out through email trying to get this resolved. We received an email from "SHAUN" who said to call him tomorrow between 9:30-4:00. We called him and said we signed for the package when it was delivered and re fused to return our money. First of all NOBODY signed for the package-we were not home. My husband and him got into a heated argument which my husband called him names as Shaun did as well.Shaun then told my husband he would F&*$ his wife. My husband asked him "what kind of person says that kind of stuff and you're supposed to me a manager"? Then "Shaun" says he going to file complaints against our business.lol. We have filed for dispute with our bank for a full refund...We are also filing complaints with the Attorney Generals Office, BBB and everywhere else we can. I see this company already has very bad reviews...WISHED I WOULD HAVE LOOKED THIS COMPANY
UP FIRST but I made that mistake once it won't happen again. He needs to shut down.
When you repeatedly call someone a stupid N word it really makes it tough to try to work with you. You signed for the board without notating there was any damage. It is one thing to have an argument with someone but to spew out vile racial epithets shows how horrible of an individual you are.
I ordered my pool May 14th, was told 5-7 business days for delivery. It is now June 4th and I'm still waiting. I have tried numerous times to be in touch with customer service, who hasn't offered any type of help for me. They delivered my pool to the wrong state-all away across the country actually. Customer service hasn't returned my emails and I am now ready to report to BBB. Look somewhere else for a pool and/or supplies!
Ordered pool part came quickly but didn't work. Called for return info. Called to see if return was received and they confirmed it was received. Has been 3 weeks and still no refund made. Sent several emails and made several calls, no answer and voice box is full so not able to leave a message and no emails have been responded to. WHERE IS MY REFUND OF $65.99!
I ordered a pump on July 8 2020 as of August 3 2020. I still do not have the pump, they answer the phone and promise a refund but so far nothing my order is still processing. My account was charged for the pump so they got the money but I don't have the pump.
I ordered a filter lid from Yourpoolhq and shipping was going to take 5 business days. I found someone else who was able to order the part right away so I called them the following day to cancel the order even though the item has not shipped out yet. They advised me that they cannot cancel the order for some reason and they were going to send it out anyways. They said that they may charge me up to 16% of restocking fee even though I'm asking them to cancel an order that has not been shipped. I received their product and returned it to them in the same condition. I had to pay $96 to get it shipped via UPS. They received the product a month ago and they indicted refund was going to take 7 business days. I haven't received my refund and every time I call I keep getting told that it'll be 2 days before I receive a refund and I have called 5 times now. It's been a month since they've received the product back and I still have not received a refund. Don't even bother with this company. It takes such a long time to get the product and their turnaround time for refund if you have to return a product is criminal.
Update from my review on 7/3. Still no pool cover... still no refund... I've emailed several times with no answer. When I actually get someone to answer to answer when I call... I get the same answer... it's going to be shipped next week. Next week never comes! How are these people still on business... still ripping people off!?
Purchased a heater which stoped heating after 5 months. Called to get service and was referred to a third party who told me that the heating element is under warranty for 90 days... the warranty is for a year but the HEATING ELEMENT IS UNDER WARRANTY FOR 90 DAYS! NOT SURE IF I SHOULD LOUGH OR CRY
Ordered a pool ladder on may25th
Says 5-7 business days on email it's June12th. But I haven't heard anything. I emailed twice no answer waited on live chat no one. Called number after waiting 8 minutes I hung up you took my money for the ladder which isn't cheap! Where's my ladder!?! Either ship my ladder or refund my money please!
You're better off buying from Jose' behind the dumpster at Big Lots!
Ordered a hot tub motor/ pump from these idiots! It was shipped in a box with NO padding or protection - plastic pump side down, heavy motor side up, with the shipping label attached to the motor end of the box! No wonder the package arrived, and the pump was SHATTERED in pieces!
When I contacted them, they tried to tell me, "The burden of proof is on YOU, as to who's at fault - our supplier, FedEx or YOU!"
Initially, they were quick to apologize, but when they realized it was the IDIOT who packed it for shipping was at fault, they ended ALL communication with me, and forced me to dispute the purchase with my bank!
You're better off buying used' and taking your chances, than you are buying new' from these scam artists!
We received a call from Christopher on February 21st concerning the damage and our customer service manager Deb asked for him to send a picture of the pump so we can file a claim with the vendor and have a new unit shipped out at no charge. He then yelled at Debbie and hung up on her. A few minutes later he called back and asked to speak to a manager. After berating me for 8 minutes, I was able to get a word in and ask for a picture to be sent. This is a simple process to expedite a resolution with a damaged product. It is a much quicker process than the old days when a product would need to be picked up and inspected before sending a new unit out. The pumps are double boxed with crumpled paper in between each box to absorb the blow if it is dropped. This is a process that both UPS and FedEx recommend to us and our vendors. This has reduced that amount of damages we have seen with pumps in recent years. It is not perfect but it is better than it was years ago. This complaint and attitude from Christopher is puzzling because all we asked for was a picture of the pump that was damaged so we can file a claim and get a new one out.
Overview
Your Pool HQ has a rating of 1.6 stars from 59 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Your Pool HQ most frequently mention customer service, business days and credit card. Your Pool HQ ranks 107th among Swimming Pool sites.
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- Omaha, NE, United States
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
I have been struggling to write a rebuttal since this review was so out of the blue. We have been in constant communication trying to work out a resolution with her yet she has not been cooperating. All that we requested was a picture of the damaged cover so we can figure out how to proceed. This is standard practice with most online companies that get notified of a damaged shipment from a customer. The pictures of the damaged water tubes she sent us indicate that they were cut with a knife when she opened the package. A better picture of the box and cover would be able to confirm whether or not this was the case.