Salt Pool Store

If I could leave fewer stars I would. I ordered a replacement cell and the one that arrived had a cracked housing. After returning it and waiting about 2 weeks they replaced it. About 9 months later the cell stopped working completely. I filed a return under the warranty and was approved. I was told their turnaround is 48 hours. Here I am almost 4 weeks later with no salt cell. I've emailed many times, left voice messages, chatted with the online assistant and get not help, no reply no answers. Save your money. This may be the worst business I have ever dealt with.

I purchased a salt cell in July, 2023 from Salt Pool Store. A main factor in deciding to purchase from them was the 5-year warranty, The cell failed January, 2024. They cannot be contacted by phone. Finally, an e-mail was answered and they are shipping a part which I will have to replace myself even though I have no experience in replacing electrical parts. The alternative is to ship it back to them at my expense. I am not pleased at all!

I purchase a salt pool cell from them. I received item installed and item was defective. I email them and they would not send call tag they told me I had to pay shipping back and they would replace. The cell leaked and they should have checked item quality before shipping. Told me it was my problem. I sent back and asked for refund. Paid $249 they refunded me only $174 claimed some bul$#*! refund policy. I am in process to file with credit card company. You can make your decision but would not in anyway shape or form buy anything from this company. They do not stand on what they sell. They can send a damaged item and it is your problem not theirs. You can see in pictures the sealant leaked which they should have caught.

Cancelled Order before shipping after reading all the negative reviews. Almost immediately after purchasing. Told refund would be processed in a few days, fine. Girl on phone was helpful. Because of that I will rate 2/5 instead of 1/5 due to their predatory policy's. Customer support seems to hide behind their keyboard and is the opposite of helpful. To me it seems that they are aware of their negative footprint and are putting up a defense against it and are tired of dealing with people purchasing and canceling or even worse purchasing and installing a defective product.

Purchased their chlorinator back in August 2023 to replace my Hayward T15 Cell that stop working after 8yrs of service. After three months my Hayward LCD Aqua Rite Generator display read "HOT"...which means their chlorinator cell stop working. Can't get anyone on the phone ever and filling out their warranty form is a waste of time as they don't reply back after more than five times submitted. This product and this company are a total rip-off.
Don't lose your money as I did. My overall rating is a 0.

Automated computer system no real person. Return product did not refund my money. They are a bunch of Con artists. They have a phone number they never answer and computer bot on their website that you chat with name Macy who is a piece of crap if she is a real person, but I doubt it. They should have an option for zero stars.

Awful company. Same experience with a defective product. Don't be an idiot like me! Stay away!

I ordered a chlorinator for my auto pilot and received a leaking cell, I had to pay return shipping for a replacement. They sent me another one and had the same issue it was leaking. After all this I returned the cell and now they are declining my return because my 30 day window had expired due to the back n fourth of returning. Now I'm stuck with something that doesn't work. Very poor customer service on top.

NEVER waste your precious money with this sham of a company. Ordering: no problem. Taking money: no problem. Shipping: no problem. 3 months later, when their product fails: you can't get anyone one the phone. They send emails telling you their product is fine. But that you need to do "this" or try "that". What a joke! I've had to eat my nearly $400. Bought a Hayward OEM cell: no problems! Learn from others mistakes, don't send them a penny.

I purchased a salt chlorinator from them as they had a 5 year warranty. After 2 years 3 month, it started reading as "Hot". I was told I had to send it in for testing. Did so, after having to remind them... they did confirm it was under warranty at 50%. I could replace it for $299. The problem, I could buy it brand new for $240. There is effectively no warranty with these. Buy from someone else.

This was my third cell from sps. The last one quit working after a couple weeks. So I emailed them and we did a checklist to see if I could fix it without having to return it. I did have to return it. They sent my new one out the next day they received the original. They always emailed me right away and always answered my phone calls. The process was smooth and easy. Thank you SPS

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!

They do not stand behind warranty, have tried to get warranty and they continue to side step. DO NOT BUY FROM THEM

Warranty offered on my salt cell was 5 years. They make you jump through hoops to benefit from a warranty and in the end, it costs you more than the original expense. They also prorate it based on the MSRP and not the price you paid so you may end up paying more for the warranty replacement than you did for the item or the current price. Multiple F ratings from BBB in Kentucky and Tennessee. DO NOT BUY FROM THESE PEOPLE!

I purchased a replacement cell for my Autopilot system. Within a few weeks it failed. I submitted my warranty claim and no response. I sent a note and no response. Do not buy from this company unless you are looking to purchase crap and be written off.

They're terrible. After having to pay to send a salt cell back for warranty they sent me a replacement that leaks and they want me to pay to send that one back too! When you ask, and it can take days (8 once) you'll get a "that's the process" answer. If you buy anything from them make it be a consumable because if there's a problem with it you're stuck. NEVER AGAIN for any reason at any price.

Salt Pool Store shipped a defective product to me about a week ago. Immediately after noticing the problem with the item I contacted them and sent them pictures and a video of the problem. The salt cell was leaking out the connection plastic cover. They immediately agreed it was a problem and the cell was not working properly. They called it shipping damage and claimed that I did not purchased shipping insurance when the purchase was made. Neither the shipping box or the item has any signs of physical damage. It was a manufacturing defect that was causing the problem not a shipping issue. I had to cover the shipping back to them in addition to only receiving a partial refund, which they kept over $100 of the original purchase price. Even though I had no fault in any of this, Salt Pool Store took advantage of me and took my money when their product never worked since day one.

My cell is 1 year 8 months old, failed temperature sensor, company told me that since it's past 1 year I wil have to pay to ship it to them, buy a bypass tube to keep filtering water, now buy chlorine tabs, all while THEY decide if they will replace it. All because it lasted a whole year woo-hoo. I will pay more for my next cell just because of this.

Bought a cell from them and it was defective and leaking from probes.
Unfortunately for me, didn't do install for a couple weeks after receiving!
Found it leaking badly from cable probes and contacted for a replacement.
Took at least 2 weeks more and several calls to try and get replacement or refund!
Kept telling me to return produce and would be sent an RMA? NOT
After all the calls and emails, I sent eventually sent product to them, AT MY EXPENSE, and they only gave me 50% refund and NO REPLACEMENT product! Said it was over 30 day return policy?!
At least Customer service were trying to be helpful but seemed concerned about the company?
My many complaints went unanswered so guess I'm out like $140!
The company are scammers and you would be better off shopping somewhere else!
Could not give 1 star rating!

My cell failed after 11 months. I submitted a warranty request (supposedly a 5 yr warranty). Company instructed me to return unit "for inspection," and they would ship replacement as soon as tracking number was provided. I returned the unit and all communication stopped. Never replied, did not send new unit. I suppose they could offer a lifetime warranty with that kind of support. 155 complaints on BBB with very similar issues.

Bought a salt cell from them, after hooking it up discovered it had a fracture in it and leaked. Mailed it back (on my dime) and didn't receive any response. Contacted (Marcy) via customer chat and received a partial refund (approximately 2/3). When I followed up about the balance of my refund Marcy would not respond and the phone number doesn't work. I am currently disputing this through PayPal. DO NOT DO BUSINESS WITH THIS COMPANY1

Cool concept for salt cell but if it doesn't work for you, you're out over $150 just for shipping and restocking fee. Plus shipped damage product and I had to pay for that return as well. Do not recommend at all

Don't spend your money here. I bought a cell from them. Platimum replacement. T15 cell. It failed after 1st week. I brought it to two pool stores who tested the cell. Both said it was bad. I tested it myself. BAD. Was getting high Temp for a while. Now it's Cell sensor error.
There is no one to pick up a phone there. I have not received any correspondence yet. It's been a few days.
If I could to it again, I would not have gone with these folks.
If I get anything that resembles good customer service, I'll come back and update.