PoolWarehouseReviews 921

I purchased some products from pool warehouse that I knew that I may have to return. Their customer service person said no problem…if needed I could get a full refund. Turns out they sent me the wrong items. Their customer service told me I would have to pay a 20% restocking fee. And they had an attitude about it. They essentially called me a liar. So I had to choke down their 20% fee for a wrong item.

Warehouse in hopes that it helps others make an informed decision. I ordered a pool from them on May 18th, and received a confirmation the next day stating my pool would ship in 3–5 business days. However, just two days later, I was informed that my liner was out of stock and I needed to choose a new one. Then, shortly after, I was told my ladder was also out of stock. They did upgrade me to a ladder that cost $5 more, which was appreciated—but only so my order could move forward. After choosing the new liner and ladder, I got another confirmation that everything was set and the pool would ship. Three days later, I received an email stating that the pool was unavailable—they didn't have the walls to it. My options were to wait up to 30 days for a refund, or pick a "sister pool" from the same manufacturer. I didn't want to wait 30 days with no pool and risk not getting one before July, so I picked the sister pool, even though I didn't like it as much and it was $150 more. I only agreed because I was told it could ship right away, and I had people scheduled to install it for my daughter's birthday party. I asked the rep to verify that everything was in stock before committing. She checked with the distributor and confirmed it was all good and ready to go. I agreed under those assurances. But despite being told it would ship that day, it actually didn't ship for five more days—causing me to miss my installation window and lose the people I had hired for setup. By then, I had experienced four separate issues and had had enough. I reached back out and said I wanted to cancel. I was told I could refuse delivery—but I'd be charged a restocking fee and have to pay freight charges. Nine days later, the pool finally arrived. The boxes were smashed, and some boxes were missing from the pallet. The delivery driver and I both tried contacting Pool Warehouse on the spot—no answer. I finally got through to my rep, who said she would have to check if they could even get the missing parts—because now, this pool is out of stock. This experience has been frustrating from beginning to end. I tried to be patient and work with them at every step, but the lack of communication, repeated stock issues, broken promises, and now damaged and incomplete delivery have left me extremely disappointed. Pool Warehouse, I really hope you step up and fix this

On 7/27/2024 I received a BBQ and and and BBQ cart
Whne the pallets were uncrated the cart was found to be damaged. There was no external damage to the shipping pallet. I contacted PW within 30 minutes and sent pictures. Two (2) months latter i was told that the shippimg company declined my claim and i agreeded as there was no external damage to the pallet. I was told at that time it was my responsibility to inspect "The Package" whren I told them I did do that I was then told that meant that I had to uncrate the two (2) pallets what the delivery driver was still there and inspect the contents (that is Not whate the shipping reception states). One (1) month ago I was told that they would turn it into their insurance and if it was declined I was simply out of luck.
Three months latter still no response!
I just wanted what i paid for NOTHING more
PW Customer service has let me down!

I bought a Maytronics motor from this company. It came in a plain cardboard box that is easily opened. No manufacturer packaging around the motor. It has a sticker on it that says "Exchange". I called them and they said all the motors come with that. I didn't feel comfortable installing the motor, so I requested a return. They sent an impossible list of stipulations for return and told me, at least, I would pay for return shipping and at least a 20% restock fee, and as much as 30%! It also stated that they would decide, after receiving it. Whether they would refund ANY money to me. Totally ridiculous return policies and totally slanted toward SCAMMING by the company. I have filed a dispute with my credit card company but Pool Warehouse has not attempted to resolve this issue. This company will not be in business much longer with these SCAM tactics. I have now had the motor, still in the cardboard box, for a week and and a half and I've been out several hundred dollars. If I had installed the motor and it didn't work, they would not refund ANY money to me. Nothing about this transaction is fair and this company is worse than a third world business.

Ordered an actuator for my pool valve. It was delivered within a few days of the order. Installed it and it works perfectly. Thanks Pool Warehouse. Great service.

Received damaged pool table with uneven surface that I paid $300 to get assembled. They refused to return and suggest I claim warranty. Now they won't refund the warranty money unless I pay for disassembly, disposal and shipment of one leg as proof for warranty claim (which shouldn't be my problem but the company is a scam and probably just sells broken tables and then makes money through warranties and selling extra legs to their victims!). Worst customer service too and the "case manager" refuses to escalate to a supervisor. Stay far away from this fraudulent company!

I bought (2) Pentair Minimax Ignitor kits from pool warehouse. One ignitor arrived with the graphite tiep broken off and the other ignitor arrived scorched and packaged showing it was clearly used. I contacted their customer service and sent pictures. I was originally told that I would have my money refunded but then I was told their vendor would not return the money. I did not buy the ignitors from the vendor, I bought them from poolwarehouse.com. They do not stand by their products and re just a pass through for their vendors. DO NOT BUY from this company. They are an internet business rip off.

Bought a pool heater vent from them that my pool company told me to buy. It ended up being the wrong size. I returned it immediately and even if they had accepted the return I had to pay $100 for shipping and subtract a 20% restocking fee so they have a really bad return policy. They did not accept my return not happy at all do not purchase from them.

We purchased a pool table. The delivery company would not wait for us to inspect the full delivery. There are forklift damages to the table that are not repairable. We filed a claim right away. It has been over a month and they are still dragging their feet and are blaming everyone else but not taking care of the issue.

Order a pool light and sent me the wrong one.
Now its a mission to send it back i have to pay postage to return it and there taking forever. Like there holding my refund hostage

I would like to have given 1 point of a star, but those aren't available!
Can't return a wrench since I opened the package. How do I know if it fits without opening it? Lost my cool with the girl on the phone, but I did email and apologized. Still, no refund. They chose to screw me out of it anyway. Be careful folks and make sure not to go by the description of the items you are buying. Measure things if possible and ask them to tell you the dimensions of what you are buying. Perhaps they can tell you WITHOUT OPENING the package. I've always liked using PW, but no more for me!

Wanted this in red with 5 skewers. PoolWarehouse was the only on who had in stock. Great price and fast delivery. An ease to buy online.

Bought a pool umbrella and took it out of the box and founld it too small for the space to be used. Pool Wearhouse would NOT issue a return authorization or credit because i took it out of the cardboard box they shipped it in. STAY CLEAR OF THESE GUYS.

Bought a 6k above ground pool. Bought the pump/filter, skimmer, and chemical feeder also. Pool was a struggle to say the least to put together, instructions were vague. The wall probably weighed 500 pounds. Comes in a roll. Make sure to have 5 strong people help you with that to be able to unroll it. Didn't even say you HAVE to have cove on the instructions! Had to watch numerous utube videos to get it figured out. Ended up buying foam cove inserts so that worked. Then filled pool up to the skimmer and pump holes to find out THERE ARE NO CONNECTION HOSES AND ADAPTERS! WTF! Is this a joke!? Guess I have to be a pool installation expert to figure this one out also! They should include a FULL KIT TO HAVE EVERYTHING A HOME OWNER NEEDS TO GET THE POOL UP AND RUNNING!

Great price, fast delivery, 1class product. I will definitely deal with them again soon. I can't recommend them enough.

Horrible customer service. Was told I could have an exchange due to chairs not being the correct size. Chairs still in box, brand new and they are now refusing to do the exchange. This is poor customer service. When you spend $2000 on a product you should be able to return or exchange. Don't buy anything from this company if you are unsure if it will work, they will not work with you at all and you'll be stuck with the product that you can't even use. Very unprofessional company. Very disappointed with my service.

Purchased pool 2 years ago right from beginning delivered 8 weeks late. Pool pump motor had to be replaced within 2 years. Now having trouble with liner leaking at the seams. Liner pulled away from steps over the winter. No customer service from Pool Warehouse or Hydra pools (Liner Manufacturer). No call backs no return emails