PoolWarehouseReviews 921

Ordered a Summerset TRL Infrared side burner. $710. Received a used, damaged burner. Missing parts. No instructions or invoice included. Called to get it replaced. They won't replace it. Told me to buy some bar keepers friend to clean it up. Told me to tighten the screws. Told me the burn marks on the grill were due to fire testing.

Don't buy from Pool Warehouse. If you have a problem with your order, they won't help you.

When you order from a huge warehouse, multiple items are delivered to delivery services in bulk. In the case of USPS, if an item contains a Pre-Paid Lable, it may not actually be scanned upon receipt. It may appear that the Seller has only printed a tracking label and not delivered the goods to USPS. This may Not be the case as items sent Pre-Paid in bulk may be scanned when reaching the final destination for final delivery.
So, if you think your tracking number reflects a non-shipment, you may totally incorrect in your asumption.
Yes, this is a POSITIVE REVIEW!
There was a delay in my receipt of goods ordered only by one or two days but the exact items that I ordered were delivered for the quoted price point from Pool Warehouse. All items were perfect and easily identified as Original Brand Procucts,
The potential hold-up in the shiping process was with USPS, NOT Pool Warehouse. Again, the Postal Service had to address a Bulk Delivery of items from the Warehouse and direct them for delivery.
I hope this helps some customers out there. I am a believer!

Purchaesd an 18x52 Sterling Pool Kit with an E-Z Clip Receiver, Liner, cove and liner protector. I would give the pool walls top rails and uprights a 7 out of 10 on overall quality and the liner would be a 9 out of 10. The delivery was great.
My problems began when the installers tried to put the top stabilizer rails together and were not successful they were too small. They looked to be made for a 12-ft pool rather than 18-ft.
My wife contacted customer support and at first things looked promossing.
Unfortunately after a week's worth of emails back and forth between myself and Renee B. Nothing happened. She basically told me she was working with the manufacturer and that they would call me. I aked for a web site where I could look at parts breakdown but the answer was always that she was waiting on the manufacturer.
Saturday morning I took care of the issue with larger stabilizer rails and a weekend worth of putting the pieces together.
The pool looks good but the experience was not pleasant.
My lesson is to deal direct with the manufacturer going forward if purchasing anything on line.

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This is a online company you can feel confident in purchasing from. I bought my pool last year when oval pools where impossible to get. It was delivered with 2 weeks tho there were some odds and ends such as the fountain and lights back ordered but everything arrived as expected. The back ordered items were listed as such when ordered. We never put the pool up just no available installers so it sat in my shed for a year... until a few weekends ago. As it was being installed we realized there were a few parts missing. I contacted Renee with the above pool department (she runs it by herself) in hopes of getting the parts at least at a discount she worked her magic with the manufacturer (after sending pics showing the boxed up pool never touched) they agreed to send at no cost. She was so responsive and just superior customer service. I highly recommend this site they have what you are looking for with the best prices and superb customer service.

I received my grill cart today. It looks great and came nicely packaged on a pallet. Met my expectations for quality and looked great. I will put the grill in tomorrow and see how it goes. The only down side is that you are not supposed to put hot items on the metal top. I think I will add a ceramic tile to put on top.

Soo very happy with our purchase would highly recommend! Came in a timely manner everything was in perfect condition sales rep Renee and Dana were very helpful and nice! Installation went great and now we have a pool of our own! Thanks soo much!

The entire experience was fantastic and the product was easy to assemble and well made. I'm really somewhat shocked it all went so well. This is what we were hoping for and we are enjoying now.

I had to give at least one star however, this company doesn't deserve any. Three weeks after ordering a pump for our pool, we were told today that it is out of stock. On June 28th, we were told it shipped and that it should arrive soon. No sincere apologizing for leading us to believe we were receiving our pump and on top of the 3 weeks, it will be a full month for our money back. Maybe selling a another comparable pump, over night, should have been the right thing to do. Thanks for leaving us a month of our summer without a pump and for having not caring about the huge inconvenience you caused our family! We have had better shopping experiences with Wish.com!

I purchased an entire above ground pool kit. When I ordered, I called Pool Warehouse to order over the phone. All items ordered were IN STOCK. Website and customer service told me 5 to 7 business days. This was their first lie. I am now 3 weeks out and items that were in stock when I placed my order are now out of stock (with no in stock date). No communication from the company to inform me of this. When I asked for a refund for these very expensive items, I was told 5 to 7 business days (meanwhile, they have already taken the money from my account for items that they did not have). What company charges you for items they do not have and have no plans to ship?! Had I not called, they would have kept my money.

Go elsewhere! This company is an online company only... therefore, everything they have you can purchase locally or online yourself.

This is my second pool i have ordered. Only do to moving. Dana the salesmen is great to work with. If I sent an email to call me he did, or just had questions he answered. If I did have an issue Renee at customer service was on the case. Great people and highly recommended.

Bought a pool from them, in less than 3 years side rusted out and it exploded. Call for warranty info and told they have no idea and will get back to me. Absolutely no further contact nor effort from them. With all pool retailers I'd highly recommend anywhere else!

I ordered my pool and the first thing to arrive was the pool liner, Only two months later did I find out I had been shipped the wrong liner. I called and wrote and email Wednesday night and sent pictures of the liner which was for a 6' pool and mine was an 8' pool. I spoke with Jonah at Pool Warehouse on Thursday morning and was told they would check and see what happened. The liner company admitted fault and I was told it would ship within a week. On Monday morning I had an email saying my liner had shipped. When I checked the tracking it had already arrived in Nashville. I realize that mistakes happen. It is the response that makes the difference. Thanks to the liner company and Jonah in customer service my liner was shipped and my pool was full of water by the following Wednesday morning. Thank you for the great customer service.

Was told two weeks lead time, took 16 weeks, and when I received it the packing list dimensions listed 9 ft radius corners. The The first drawing they sent me had numerous errors, one of which being they had it as 9 ft radius corners even though I clearly gave them dimensions with 8 ft radius corners. I read line the drawing send it back they fixed it to have 8 ft radius corners, and I received the liner and the dimensions and the packing slips at 9 ft corners hang it in the pool and the only way the liner would fit is if you stretch the walls almost 5 in. I had quoted, ordered and paid for 27 mil liner. When I received the liner also on the packing slip stated 20 mil thickness. I was told that they would contact Tara the manufacturer and try to get a resolution, Tara wasn't giving him any kind of response hinting to them being willing to help rectify the situation. Regardless of whether or not Tara The liner incorrectly pull warehouse sold it to me and collected my money so they are responsible to rectify the situation regardless of who their supplier was.

Still waiting from April 18th on an order that I am told is in the warehouse but they don't have enough trucks to get it to me. I offered 2 weeks ago to pick it up but it's not allowed. Received steel panels, Liner, cover, but no accessories, wall ladder, floor Drains, lights etc. Very disappointing as they oversell you on what to buy in order to expedite your order since they have plenty in the warehouse, to then blame on shipping company. Need to change their shipping and logistics plans.

Pool was delivered and installed in no time, Very helpful customer service on 1 missing part, that let us still fill and start using the pool.
Thanks Renee

Buy with confidence, their customer support is outstanding. Our pool went together perfectly, the family loves it. Renee B made sure that the one small issue we had was handled promptly and properly. I will recommend them to friends and family.

I ordered a very expensive part for my in-ground pool. After seeing that they had a quite pricey restocking policy and my old part started working after cleaning it, I immediately left multiple emails that I needed to cancel the order, provided the order # then got a response or notification that my part was being shipped. Again I told them I had cancelled then got a response asking if I could provide proof of cancellation. I forwarded my multiple emails with the times on the emails-her response was it takes them 24 hours to get to cancellations. I cancelled this part within a hour of the order. I will not use pool warehouse in the future. Doheny's is much easier to deal with.