PoolWarehouseReviews 921

Do not order from this company. I ordered an expensive pool liner for my pool on November 25th. These people immediately withdrew money from my account long before anything was shipped. I have been trying to get in touch with them for days to inquire about shipping. No response. Finally sent another email last night. Some very rude person named Kelli told me that my liner had not been shipped, that everyone in the shipping area had COVID and to call back the last day of this year. I have asked for a refund of over 1,000.00 which they re now telling me may not be refundable if my liner has already been cut to order; however, no one knows the answer to this. So now I am out all of my money and have no pool liner either. I will be contacting my banks fraud department in the am. I dont even know at this point if this is a legitimate business. I do know they do not care about customers! Buyer Beware!

I emailed Matt with a problem that I had due to a problem I created. He emailed me back immediately and helped me solve the problem. He has been amazing throughout this whole process. So far everything I've received from pool warehouse has been excellent. They delivered everything that was agreed to and the product is great. Not quite done with my project but looking forward in sharing photos of the finished product. Thanks again from Larry Mondragon, Pueblo Colorado

I have had a horrible experience with Pool Warehouse. First, they did not send enough hardware to install my pool. I followed the instructions to the letter and counted each piece according to the count sheet provided. As it turns out, the count sheet was wrong. I immediately called PH for help. No response. I sent an email, no response. I called again after 3 days and spoke to someone who could not help me and they told me that someone would call me back. They never called me back. I had to purchase the rest of the hardware from a local specialty company. Next, the pool pump does not work unless you jump start it with a drill... each time you shut it down, you have to jump start it. I called several times leaving several messages through the automated system and 2 messages with people regarding the pump issues and that the lights also did not work. This is a beautiful pool that was not cheap. I just want my pool to reflect what I was promised before purchase. Customer service before the purchase is always great, but beware of the service you receive after purchase. After 4.5 months of no response or resolution, I filed a complaint with the BBB. I did receive a call back and they replaced my lights. However, due to the length of time I've owned the pool they cannot help me with the pump. I will have to disconnect the pump and send it back to them so they can send it elsewhere for repair, but they cannot guarantee the outcome.
After sending me the lights, they seem more interested in having me reverse my negative review than actually helping me find resolution to all of the issues with the pool. I am very disappointed in the customer service I have received. I have requested to speak with ownership or supervisors, but again nobody will respond or call me back. Byers beware.