PoolWarehouseReviews 921

I bought a 27' x 54" Resin pool in April 2021. It was the Tennessean model with solar lighting at the 18 uprights. With the exception of the uprights, the rest of the pool and the liner seem to be good quality.
The problem with the uprights appeared as the pool was filling with water and it was time to install the uprights. These uprights are different than what most will think of, when they think of uprights. Usually these screw to the bottom and top plate. But these uprights are different. They do not screw in, they snap into the upper plate with a large tab. I found them very difficult to install. It took two people to keep the parts aligned, while applying significant pressure to get the tab to engage into the slot on the top plate. I found the only way I could get them to go together was with a technique of applying pressure on the tab with a screwdriver, while pushing hard and also tapping with a rubber mallet. They are hard to install, and I had trouble. With practice, I got better.
I knew right away I had damaged 1 of the uprights when I pried on it. Pool Warehouse did send a new one to replace it.
Later, I had another upright that kept falling, and after inspecting, I saw it was also damaged. After that, I carefully inspected all the uprights and found 1 more with a crack in the upright. The rest looked good.
Pool Warehouse deferred to the manufacturer of the pool, as to whether they would help, and replace the uprights. Trevi, who makes the pool pretty much said that since I pried on them, I voided the warranty.
My position is that this upright design with snap together parts is defective. It is too hard. I carefully read the directions hoping there was some easy way to make these uprights work. But the directions were for the style with screws. I am very good with tools. If I had trouble, everyone else will too. I asked them (Pool Warehouse or Trevi) to provide me information on others that have installed these uprights with no problem. Anyone. Installers, homeowners, or anyone that will verify they were able to install these same uprights without the problems that I had. Even though Trevi said "thousands" of these pools had been sold, they refused to let me talk to anyone else that had installed these.
I think what Trevi, and Pool Warehouse are missing, is that these uprights are DIFFERENT than all the other thousands of uprights they have sold. These are not the screw in type everyone knows about. And instead of listening to what I am saying that there is a problem with these specific uprights in being a defective design, they (Pool Warehouse and Trevi) found it easier to just ignore me.
I highly recommend anyone buying a pool from Pool Warehouse to carefully inspect the components when they arrive. If it comes with snap together resin uprights, you would be wise to stop, and look at the directions. It may be in your best interest to demand they send you the uprights listed in the directions, and not these snap together parts.

Renee, thank you so very much with ALL of your help with our issue with the ladybug pool cleaner. You have worked consistently and to answer all of my questions and direct me in the ways I needed to go. You have replied to all of my emails and answered all of my questions beyond and above! Again, thank you very much! Sincerely, Meloney Jones

NO REPLY...

Give them the same concern they give to you - NONE!
GO AWAY FIND SOMEONE ELSE!
Obviously since they are in busy times for the pool industry PWH does not have time to address requests. If you write, do not expect REPLY!
I have now written them twice over the course of the last month - CRICKETS! Not even the courtesy of "sorry, we cannot help."

Everything has gone just OK with my pool install except the final step... installing the pool liner. I had to hire an expert to do it. First off he stated the liner really was not 30ml as reported... much thinner. Also the steps were incredible hard to install even for him. He said Hydra pool liners are at the bottom when it comes to quality and that is why the steps are near impossible to install. Each step still has wrinkles in it and looks terrible. I plan to pay for a better liner next year and throw these piece on junk out after only one year. Bargain hunting is not always the best way to do things. I assume quality pool products are sold to commercial dealers and those of us wanting to do it on our own are left with the cheap mass produced inferior products. Too bad, I thought I would be able to save a dime.

Horrible customer service I ordered a liner on April 15 and they still haven't ordered the line. Not to mention John in sales I have 5 emails in to him over months to find out they didnt even order it when the sales team told me it was there web site even said awaiting shipment stay away from these guy not worth it stick to a local person for your pool needs.

Pool Warehouse was a pleasure to do business with! Matthew in customer service/ parts was truly awesome! He was polite and knowledgeable about my issue and made sure he kept me up to date with what was goin going on with my issue.

I ordered a pool cover and ran into some difficulties during installation. Renee in Customer Service was amazing! She acted as the go-between with the manufacturer and before I knew it the problems were resolved. She went above and beyond, and I very much appreciate it!

We ordered our pool kit and accessories from Pool Warehouse and couldn't be happier with the service. Justin was beyond amazing helping us navigate our decisions as we had no prior experience or knowledge. He was always attentive and available. Once our products were delivered, Chelsey was equally as valuable in helping us with any issues and further product needs. We are still in contact with them for any issues and that are always there for any questions or concerns and help us in an efficient and friendly way. Thank you Justin and Chelsey for making our dream project come true! JSD

I ordered an above ground pool several months ago. It took a while to get here due to backlog issues, but communication from Pool Warehouse was great.

The pump I ordered died after about 6 month of use. I called Pool Warehouse and Renee helped me quickly submit a warranty claim. I had the new pump in about a week. I will continue to use Pool Warehouse for anything that doesn't need to be handled locally.

It was a pleasure having Jacinia help me. Although it was a stressful time, she mitigated my anxiety 90%. I explained, that as a costumer, I made the purchase, and had nothing to do with the shipping! More on, the parts list was all numbers, no names, or part descriptions added. The driver was in a rush, and I had no time to check all the parts delivered. I concentrated on the damaged parts. She listened, and jumped into action.
Great job Jacinia.

I had a problem where I ordered a Pentair IC40 Salt System and was shorted my salt cell generator. I reached out to PW and told them about the issue. Nikki from Customer Service was right on the problem. She tracked down the issue (Pentair shorted the box), and followed up. We got our salt cell in just a few weeks. It was Nikki's relentless follow up that got us taken care of. I will definitely keep doing business with Pool Warehouse as long as they source quality people like Nikki. Thank you, Nikki! Well done and much appreciated!

We ordered some Ledge Loungers from Pool Warehouse and they ended up being delayed multiple times by the manufacturer. Kelli W provided excellent customer service and kept me updated each time it was delayed and contacted me once they had finally shipped with tracking information. She went above and beyond to make sure we knew the status of our order. Thanks Kelli!

Bought a filter cartridge, or at at least thought I did. Checked with them after two weeks and they said it ships though another company so they don't see their orders. They said they would follow up. Nothing.

After a month I launched a credit card transaction dispute. A week and half later they shipped it to me. Already had another from a responsible supplier (Inyo Pools) that turned the order around in a week. Too bad they need a credit card dispute for motivation.

We purchased a 24' ultra semi-inground pool kit, which we installed in-ground. We ordered the kit mid-May, got the deliveries (in batches) by the end of June, and were swimming all through August and September. Dana, our sales rep was super responsive. Renee, in customer service, was super helpful! Highly recommend them both. Our contractor needed to call Pool Warehouse a few times to ask questions about the installation and always got through to someone who could walk him through the process. Despite being an internet company, it's run like a small family business and provides personalized service. Highly recommend the AOP system. You still need some pool chemicals to balance the pool (industry standard), but very little (10%?) compared to usual pool systems.

Dont expect good service after sale if you aren't able to put pool in right away. Home burned and I waited seven years for pool install for my disabled son who is totally dependent. Just realized coping was returned due to damage when it was shipped and I did not know. My ex returned it and it was not replaced. I called and was made to feel like a total idiot because it had been seven years and they had no records blah blah. Mine all burned. Lost everything. Kindness is hard to come by even when you already purchased a large ticket item. More concerning, however, is that life isn't always exactly how we hope and things happen out of our control. So what if it was ordered seven years ago it has not been installed and the coping was returned and never replaced because it was damaged. Every situation isn't exactly the same and exceptions to the rule are allowed. Not nice people.

Matt was very patient and knowledgeable. He guided me step by step through the return process. Thank you so much Matt for all your help!