Pool Supply Unlimited Reviews Summary
The company's reputation is marred by significant customer dissatisfaction, primarily stemming from poor customer service and shipping issues. Many customers report receiving damaged products, experiencing lengthy delays, and encountering unresponsive or rude support staff. Complaints regarding the return policy and lack of warranty support are prevalent, leading to feelings of frustration and distrust. However, a minority of customers express satisfaction with product quality and pricing, highlighting positive experiences with specific purchases. Overall, the feedback indicates a pressing need for the company to improve its customer service practices and streamline its order fulfillment processes.
This summary is generated by AI, based on text from customer reviews
My husband is too old to clean the pool himself (age 79). It really has been wiping him out. Now that he's had the robotic cleaner, he is very happy. It does a great job and takes the burden off of him. Our pool still looks great!
So, I got my SR Smith pool railing in a busted-up cardboard box with one end hanging out and scratched up on the end. It is usable, and not too bad, but the idea of paying $120 for "freight shipping" and handling when you guys have it drop-shipped from the manufacturer (who doesn't seem to sell online directly), who sends it FedEx ground in a poor package is criminal. You're price was $150 less than Amazon shipped, but they know how to package in a way that the merchandise doesn't get damaged. Use honest pricing with realistic shipping charges and you'll get more positive feedback. (photo of product as delivered when I got home)
They are fast and their prices are competitive. Their customer service dept is outstanding. I had an issue with something that was damaged in transit. They addressed the issue quickly and resolved it. I would recommend them and will continue to purchase my pool supplies from them.
I ordered an Ecomatic Salt Cell, and a Salt Cell Housing and were shipped in one box via UPS, however you charged shipping as if you were shipping two pieces.
Another thing your phone customer service is really poor and it leaves a lot to her desired
We ordered a pool heater to replace an old one - exact same model we had previously. We received our new pool heater and set it into place, but have yet to get it to work! We have sent multiple emails and made many phone calls only to be able to leave voice messages asking this company to please call us back so that we could resolve this issue. They have not been responsive to our messages! We had a Pentair Service Company come out to investigate the problem, and gave us some possibilities as to why this heater wasn't working. We called Pentair directly and got a replacement ignitor, and a replacement pressure valve switch, and the servicing company replaced the parts. Still, the heater DOES NOT WORK! No-one will return our calls or emails from this company! Until we get this issue resolved, I rate this a one star. I will call the BBB soon...
I received the items that I ordered so quickly that I was in shock. Not even sure how they got it to me so fast. Item was perfect. Exactly what I ordered and no damage during shipping. A great price to boot. Doesn't get any better than that. I would highly recommend this company.
The whole solar panel is coming unglued from the unit. And if the unit bumps up against the suction cup it may hit it in the on/off button and turn it off.
Product as described on the web site. Only issue was customer services was very hard to get in touch with someone
Product (U bars diving board stand, stainless steel, 24", thick gauge) was as described and received as expected.
The product appears to be fine (as described). But when I tried to follow up to find out why it had not arrived yet, there is no way to talk to humans, and the promised response within 72 hours never came. It has now been almost 100 hours and two email inquiries... crickets.
I do not recommend this company. Poor customer service, no follow up at all. You have to call like 20x for someone to actually pick up the phone. I ordered a pool 2 months ago. I received no shipment confirmation when it was shipped back in May, pool was sent back to the warehouse because freight company somehow had the wrong number for me so they were not able to set up delivery. I had to reach out directly to Blue Wave Products CEO to get my pool and resolve the issue that Pool Supply Unlimited could not resolve. As the dealer they should have been on top of this situation... i received shipment confirmation once the pool had already made it back to the warehouse. Had they sent shipping information out on time or followed up on my order perhaps this could have been avoided. I spent hours reaching out to UPS, Pool Supply, and Blue Wave. No one ever bothered to call me back from Pool Supply with updates or resolution. When I called the customer service rep he blames Coronavirus. No we can't blame everything on Coronavirus. Beware of their poor practices
One star do I really need to say more they have my money I still don't have my product 6 weeks later
I want you to know that UPS delivered the heater at the end of lane and did not notify me it was delivered. The box got soaked in a rain storm. I am extremely disappointed in how the delivery was handled and I am requesting a refund in the delivery cost. I will not know until this weekend if the heater was damaged. All I can say is if this is how your product gets delivered I will not be doing any further business with your company.
Couldn't reach anyone by telephone or email but when I researched more I found the proper heater for my pool and ordered it. I realize that they are extremely busy at this time which has an effect on response time. The service was excellent. I received notifications as to the status of my order and it was delivered very quickly. The heater is working very well.
Fast service no problems. Everything went fast and smooth even given the covid delays. I know I plan on re ordering all my pool supplies through pool supplies unlimited.
Ordered a pump and motor on a Friday, and it was here on Monday. Had the cheapest price of anyone, of course, I would recommend this company.
Ordered time pool cleaner to pick up fine sandy in our inground pool. Easy to set up, easy to use, holds tight to bottom of pool and doesn't want to float up as you move around.
The flat rubber head works great for the sides as well. Hoping it lasts several seasons!
I moved up from a Multi volt to an electrical controlled Raypak. Both were 366,000 btu used on a 20x40x8.5ft. Depth. I just moved my pool from 88 degrees to 92 degrees in four hours, on a sunny day.
I use Pool Supply Unlimited because they have the best price on Raypak heaters. I use Rypak because they only make pool heaters. I live in NC, the heater came from a Florida warehouse. It came in four days, awsome.
Order was received as promised and product works great.
Price was about half what the local pool supply store wanted for a lesser model of the same brand..
I am concerned about the way it doesn't line up!
For the amount it cost it should be even!
I hope that there is a way to fix this.
From the business
Pool Supply Unlimited is an e-commerce company that loves water. We love to pump it, filter it, heat it, chlorinate it, light it up and stare at it while we're barbecuing a fat, juicy steak. There are real pool professionals working here. Our guys have seen thousands of pools in their careers, no exaggeration. We are based in Southern California and can land most products to your door (within the 48 contiguous states) in less than a week.
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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