Pool Supply UnlimitedReviews 300

The part we ordered was perfectly fine. I paid $500 for overnight delivery at noon on a Friday. Once the tracking information dropped in my email that evening, I noticed it said that it would be Tuesday afternoon before it would be delivered. I called to explain that I'd paid a lot of money for next day, not for it to take 4 days, so to change the shipping plan or refund something. The first guy I spoke with seemed to understand that 3 nights would not be considered overnight and said I'd get a refund for part of that outrageous fee. No refund came, so I called back about 3 weeks later and the guy said he'd look into it. Then I received an email that it was a weekend and Labor Day, so nothing ships on those days and that no refund would be provided. For $500, I could have driven to San Antonio and back faster than it was shipped. I also asked several questions in my follow-up email, none of which were responded to in the short, rude response I received. I don't know what company they use for shipping, because I received packages from FedEx and UPS that holiday weekend.

Jeremy Bustos
I purchased a Hayward conversion unit from you at the end of June and was told it would take up to 8 weeks. It's now been 12, and I was told it would be another 2 weeks. Alberto from your customer service has been rude and sarcastic with me asking questions. This is the worst customer service experience I've ever had. He's now telling me my options are to cancel my order or wait another 2 months. I've wasted a whole season waiting for the conversion unit in the pool. If you're the only one selling something, you can treat people however you want.

First and foremost, know this company is a third party supplier. They do not carry these items you are purchasing in stock. You will need to wait until they order the item for you and then ship it to you. This in not something is noted on their web page. Once you have ordered your product you will mist likely find out it will take nearly 6 - 8 weeks to get your order. If you can wait that long, this may not be of any concern? However if you don't have that kind of time to wait, buyer consider yourselves warned! Don't event think about canceling! They will charge you a restocking fee and only return what remains on your purchase price. Granted, I suggest dealing with thus company by phone as opposed to email. Perhaps, I would have been given options I was nit offered via email? What I do know is a reputable company with a restocking fee would have informed you this was their policy, then asked if you are certain you'd like to continue woth your cancelation? Providing you the option. Because once I found out this was how they conducted their cancelations I responded with wanting to keep my order. Unfortunately they said. They could not be of help they had already canceled the order.
By my experience it would appear they are just as happy to make their stocking fee as provided you with any products or make sure they have a happy customer.
Buyer be ware...

Do not buy from this company...they will rip you off with their warranty lies! They do not honor the warranty and it says right on their website that they warranty salt cells directy!

Very disappointed in the customer service of this company. I have an older pool and needed a new light, I was unable to find a replacement so I called Pool Supply Unlimited. I told the gentleman the pool light I have and he told me the pool light I should order. He took my order over the phone. When the light arrived, it looked too big for the niche, so I called them back and they suggested I could wait for my installer to come, and to let them know if it didn't fit, he was sure it would. Well it didn't and when I called back they asked for pictures. So I texted them pictures, they then he said "well it is in the pool so we cant take it back and your pool light is discontinued." I said you told me to see if it fit and to send you pictures, how else can you tell if you don't put it in the pool? He argued with me and said I will call back, then some lady calls and yells at me that I told them what light I wanted to order, told her nope you guys told me.she hung up. I called them back an hour later they refused to accept a return, refund or exchange. What an awful experience. Buyer beware, they don't know their pool supplies and they don't stand by their word, customers or products.

They have hot tubs parts for sale on their website that they don't have in stock. These parts are not marked as out of stock. Upon order a part it did not ship, when I inquired I was told it would 8-12 weeks. I asked for a refund, they said sure but did not refund me.

If I could give them "0" stars I would. I Purchased an expensive item on their website.
They immediately charged my credit card THEN sent me an email telling me it might be months before they ship me the item I purchased. I asked them why they charged my card before the item was shipped and that I thought it was shady or even fraud for them to do so. I got a response that they did not charge my card when in fact they did. It appeared on my AMEX account then a refund for the same amount from them appears. If they didn't charge the card then why is there a refund. Then I get an email telling me to shop somewhere else. Do they really think I would trust them with any other order(s)?
Stay as far away from these people as you can.

This is one of the most unprofessional businesses I have dealt with. I ordered a pool product and they sent me a strange e-mail stating it has been placed on hold for security reasons. I called and asked what the issue was but again they said it was flagged. My credit card did not flag this and my AMEX is very good at detecting fraud. I gave them my information over the phone and they said it would be shipped. I get an email about it being canceled a short while later. When I emailed about the cancellation, the manager, Joe, asked for a selfie with my ID card. I have never in my life been asked for such a request by a company. If they are unable to conduct e-commerce properly they should stick to a brick-and-mortar store. Highly unprofessional behavior to ask your customers for photographs over email. Please find a better pool supply store to spend your money on.

I placed a valid order with a good credit card. They refuse me service. I am perplexed as why they are refusing me. Is this legal? They are a horrible company and deserve no business.

Bought a Hayward DV 5000 14 months ago. It was a bad product from the start but after 14 months it was garbage and not repairable. None of my emails to Pool Supply asking about any warranty were responded to. I will not and neither should anyone buy any product from Pool Supply, they do not support the products they sell and don't even give you the courtesy of a return email.

I bought a T cell from this website and when it arrived to my house it was broken, the T cell was not packaged for safe travel as it was in one small box within one big box with no air packaging or any bubble wrap inside. I contacted them immediately had to go through the normal steps of pictures and all and once that was done (on the same day) I had heard nothing, I had to keep calling and emailing to get people to answer me. I waited weeks and weeks and weeks just to get a refund back bc they wouldn't allow me to get one until they received the damaged T cell and filed through ups as their mistake for transport issues. When they got the T cell I called immediately that day as I had been tracking it and the lady told me it would be 24 to 48 hours to process and get an email. Well, it took 2 phone calls and 4 days to finally see a confirmation that they were FINALLY giving me a refund. Would not recommend!

This place SUCKS. Typical pool company. I purchased over a $1000. 00 worth of new pool lights and was informed that I would receive an email informing me what day and time I could will call the items. Never received an email. I called 5 times and spoke to 5 diffrent employees and each one told me that they would resolve my issue. Never happened. I canceled my order. Spoke with Jonathan, Alen Debbie, Issac, and a person who would not give me their name. Companies like these have to exist because where else would these people work. A step down from Target. Very sad

I am absolutely very unhappy with the customer service that I received. I ordered a pool heater and ordered a gas heater by mistake so I requested an exchange. I was told to ship it back and order the correct model. I did that expecting to receive credit. I ordered the propane heater paid for it and waited for a credit. I finally after a couple of billing cycles with no credit I inquired and was told that it came back damaged and needed to file a claim. I can't file a complaint after 60 days. So now I have 2 loans have paid 3 shipping charges and company will not issue any credit. And although they deny that they will sell it I am sure it will not sit forever. Will never do business with them again and if I could give 0 stars I would have.

I purchased a Pentair pump. After install it was did not start. CSR told me to call Pentair.

Pentair informed me that Pool Supply Unlimited is not an does not have support from Pentair.

Pool Supply Unlimited said they only give sixty days (two months) warranty.

This is not clear when purchasing.

DECEPTIVE SALES

I purchased several products over the years. I am happy with the products, but not happy with their return policy. I purchased a pool pump and at the suggestion of the sales person, also purchased a wiring kit in case I needed it. It took quite awhile to get the parts, I understand why. By the time they arrived, my pool was already closed for the season and I waited to install the pump just recently. I didn't need the wire kit. Pool Supply won't allow a return because they have a 30 day return policy. Makes no sense, I haven't opened the wire kit, they are selling it for more than I purchased it.

Return policies are a big decision when purchasing online. Wake up pool supply and get with the times.

Ordered pool tile many were chipped and or cracked due to poor shipping by pool supply unlimited and keep trying to blame everyone else but themselves
Very rude customer service don't recommend to anyone

We ordered a pool heater, had to pay a ridiculous amount for shipping. Upon delivery the box was damaged but it appeared the product would be ok as the box wasn't too bad, signed for the package, opened it up and there were dents all over the place, the bottom is practically falling out, at this point I'm not even sure the product works. Extremely disappointed, for amount of money this thing costs and the ridiculous shipping prices. I filed a claim so we'll see what happens, even if I get to exchange it we will have to pay the shipping costs again... so ridiculous and disappointed I won't be ordering supplies from them and I don't recommend ordering from them.

Do yourself a favor and shop elsewhere! We waited over 2 months for our pool part and it never arrived. Custom service was even worst if you can believe it!

Would like to say thank you for a great service was hesitant at first but the guys came up trumps goods were delivered very quickly very pleased will definitely recommend

We purchased a Raypak E3T Electric Heater as a replacement so we would have the digital control temperature setting. Easy installation for replacement heater. Worked great for one week. It had only 90 day warranty because my husband installed it. Tried to contact Raypak for warranty service no help. They don't deal with residents at all. Found warranty service provider over 100 miles away so in order for them to come have to pay $100 trip charge. Tried calling Pool Supply Unlimited they were no help. Stated can not help with warranty. In my opinion they should at least contact Raypak on our behalf and Raypak should send out service provider free of charge.