PoolWarehouseReviews 921

I do not generally write reviews. In this case I spent over $24,000 on a pool kit with this company. That order included a Tiger Shark pool cleaner that was never delivered. As you all know, over the past few years items ordered are never in stock or are seriously delayed. In my case it took about 2.5 to 3 months to get the first delivery. By this time it was October and getting the pool done as a DIY project was not going to happen. The next spring/
Summer various parts and pieces to the pool would show up via FedEx. Once I neared completion I figured out that my pool cleaner was still not delivered. I contacted them and they told me the following, "Hydra Pools does not have the shipping photos anymore for your pool kit shipment so they are denying any kind of claim for the missing pool cleaner."

It should also be noted that my 2' radius corners were the wrong height, had to have them replaced by hydra pools (apparently Pool Warehouse buys from them and does like a third party transaction which makes it more difficult to pin the problem on), my metal steps had holes punched in them for an option I did not order, they told me to put grey tape over the holes, I was talked into buying the aqua genie skimmers(Hydra Pools bought this company) that I think are a decent idea but the construction is not very good. They say to torque the screws at 21 inch pounds which is in incredibly light to seal a gasket meant to keep water from leaking from your pool. This is because people end up stripping out the plastic piloted holes for the skimmer face plate because the design is lacking in my opinion…. For example the pool light, which is made by a different manufacturer allows a much higher torque in their plastic to ensure a tighter bond to the gasket and prevent potential water leaks. Overall, I think they used Covid to short my order and this $975 falls straight to their bottom line of profit. Did anyone else get shorted by these guys? I am considering some other sort of action to attempt to get a refund since they are not going to send me the pool shark cleaner. Watch these guys and definitely make sure you track everything. Even if it take two hours to check a big load. Do not let the driver leave until you pull the packages apart and check off on every item

Was quoted $8k for a liner replacement and decided to do it ourselves. Measured our pool, got our beautiful liner and installed it within a day. Liner is very thick, heave, but super easy to install. Especially with the step by step YouTube video! Thank you!

100% satisfied with the customer service. The deliverywas just smooth as we wanted to be for that i'm very thankfull…. Defenitally buying again and high recomendation for pool warehouse….

We'll I thought all was good with poolwarehouse.com until I ran into an installation issue and needed assistance/support. I called them and was told they are online sales only and was on my own. My pool sits. This stinks.

Advertising free shipping then billing through "Concrete holding" and charging $76. Shipping on a $48. Order that can fit in a USPS $6 flat rate shipping envelope.

I wouldn't hesitate to order from Pool Warehouse, they provide great customer service! They not only provide good service, they see it through!

We are so pleased with the quality of this table. It is the perfect choice for us. Kelli, in customer service has been stellar. We are super happy with everything and everyone involved in this purchase.

Love our pool rail. Kelli provided excellent customer service answering all of our questions. Will definitely use again.

In today's world it has become rare that patients is exhibited in the retail marketplace. Nikki and Jacindia walked my wife and I through every question we had. They made recommondations, provided cut sheets and found methods to hit our budget. IMPRESSIVE!

I placed an order for a pool heat pump on 5/13/2022. Item has been in stock in their website up until 10 minutes ago. Was supposed to be shipped in 2-3 business days. After not hearing anything for a week, I emailed customer service. I was told the item had shipped, and given a carrier and tracking number. When the tracking number didn't work, I contacted them again. Told the same thing, they would reach out to the carrier, it had shipped out. After still not hearing anything a few days later, I contacted them again and heard nothing new. Contacted the carrier myself, and told I was given an "invalid tracking number". Contacted pool warehouse again on the phone this time. Was disconnected and transferred around. After telling the story for the third time, I was told it would be looked into. Heard nothing, contacted again. Was sent a form email saying my item was out of stock and I could expect my $3,000 back (that they've had now for 15 days) in 5-7 days. I have never had a worse experience. If it was out of stock, fine. Shouldn't take 15 days and just as many emails and calls to find that out. Terrible.

Ordered a new patio set from PoolWarehouse the price was great and the set was delivered in just a few days. One of the pieces arrived damaged by the carrier but Katelyn in customer service at PoolWarehouse was great in helping get a replacement set out in a very timely manner.

We invested considerable time in measuring for a new pool liner and just needed a couple of quick questions answered about their form. After multiple calls, messages left, and even an email, still zero contact a week later. I guess they don't need the business.

Pool Warehouse is a great example what customer service should be. Tanner, Chelsey, Savannah, and Matt B. Each of these people have went above and beyond expectations and have helped solve any issue that I've had. There technical knowledge has impressed me. I would strongly recommend Pool Warehouse and all of there staff to anyone who thinks they can't handle a DIY project of this magnitude they have made it both achievable and fun. Thanks Rodney D

I purchased a pool vacuum from them. It arrived DOA. When contacting them about it they refused to be of any help. Very poor business model.

Defective disappointment!- I purchased a $5000 Pool Slide and when I open the boxes to install it I noticed deep scratches and deep gouges in the slide surface as well as poor manufacturing and workmanship in the molded plastic. When the replacement slide was delivered about a month later it I discovered it was even more defective when I open the box. Now I have two giant $5000 defective pieces of junk on my property! And my girls birthday surprise is ruined. I guess pool warehouse just sells junk and they don't care! Please beware!

I hope PW knows how professional and patient Jonah is... He was a huge help when our Chlorine generator system had a problem. It was right at the cut off for warrantee coverage and despite us having some pretty spirited conversations, Jonah performed very professionally and ultimately, we did get full warrantee coverage thanks to Jonah working on our behalf. Jonah deserves high praise for hanging in there throughout our various calls and emails. Well done Jonah and PoolWarehouse!

The pool table offered by Pool Warehouse was exactly as described. Very good quality. Looks quite nice with the covers that convert it into a wonderful game/puzzle table. Kelli was wonderful to work with (very responsive to questions) and she makes the Pool Warehouse customer service a cut above the rest. Highly recommend.

I ordered a 1700. 00-dollar pool cleaner that was bad out of the box. Customer service said they could only send it back for repair they are only a drop ship company and don't really have ANY product. This company will not stand behind the product they collect money for they are only a order desk. The customer service rep was very blunt in saying nothing we can do for you its between you and the product manufacturer. Don't buy from this company, that is my review.

I called Pool Warehouse and spoke to a sales rep before I ordered a Robotic Pool Vacuum, to see if they had it in stock. Their site doesn't state whether it's in stock or not.He said yes (can't remember his name), so I ordered it. It was suppose to ship in 3 to 4 days. That was the 4th of April 2022. I called after a few days to inquire about the order's status. I spoke with Renee Bryant from customer service. I explained what had happened and she went totally out of her way to help me. She called the supplier, and yes, they were on back order. She offered me a refund, but I kept the order alive and hoped for the best. Renee kept updated via emails on a frequent basis. She let me know that I wasn't forgotten. Kudos to this woman. She knows what customer service is supposed to be. I wish she would teach that to that sales rep. The item did arrive on 28 April 2022. So far its working as advertised.