PoolWarehouseReviews 921

I have ordered from pool warehouse many times. They never disappoint. Nikki was great. Great service great product!

We were very pleased with poolwarehouse.com and their customer service. First, let me say that the quality of the products they offer are extraordinary. We ordered a true L shaped pool and have been nothing but impressed. Every detail is taken into consideration when ordering with their specialists. They were able to give us insight on features we had not ever thought about a provided high quality video and instruction during the construction process. Jonah in customer service was especially helpful. Even though we checked all of our materials upon delivery, we miscounted. When it came time for the part we were missing, Jonah took care of it as soon as possible. We highly recommend poolwarehouse.com

Overall the kit was solid, well made and what was to be expected. Instruction with details could use improvements however in my opinion having an "In-House" shipping company is a must. Hiring a 3rd party to move your product during Covid is nothing but a crap shoot. We received multiple items damaged or missing which of course is not Pool Warehouse's fault but still an unneeded hassle. Luckily Jonah in customer service shinned. He was professional, knowledgeable and when needed down to earth. He followed up with our issues until resolved and made a potential "Dumpster Fire" of an experience actually good! If upper management gets to read this you must understand that Jonah and Jonah only will make me recommend this company to others. Jonah went above and beyond and truly made my experience a positive one.

This whole experience has been terrible. We ordered our pool kit back in April, paid for it in full. Didn't receive a phone call prior to them delivering the pallets. We had to quickly move people around to get someone to our house to get the pallets unloaded. No effective communication after the money was taken for payment. Customer service has been terrible for missing items only for them to have us file it against the shipping company. We don't have the missing items and what need would I have for extra parts?!

Had it not been for us already waiting 12 weeks we would have cancelled and went with their competitor. Our neighbors first dealt with pool warehouse and then switched over and I wish we would have followed their advice to not go with pool warehouse.
HORRIBLE EXPERIENCE from start to finish.

Renee was very responsive to my questions.
My issue was resolved quickly and professionally. Will order again.

Summer is quickly drawing to a close, but Jonah saved the season!
After weeks of delays due to material shortages, I finally talked to a young man named Jonah and within three days of my first conversation with him our 20x40 inground liner was delivered. He was very courteous and helpful over the phone and quick to respond to my emails. Pool Warehouse is fortunate to have such a conscience employee!

Matt went above and beyond to make sure my experience was a great one, even though he didnt need to.

I ordered the London Nights Pool Table and was very happy with how quickly it was delivered. However, the delivery guy did not come during the window that I requested and he scratched up my driveway a bit but he was very nice. The pool table is nice and we enjoy playing but the color of the felt has a bit of an orange undertone which I was not expecting and do not like. Also, there are a couple of little nicks in the table which need to be filled in with stain. I reached out to customer service and was very dissatisfied with Matt M.'s response. He told me to go to Home Depot or Lowe's and have them color match it and purchase a stain pen. He told me how easy it would be. Sounds pretty inconvenient to me. If it's so easy to do, why don't they just include them with the table or have some on hand to send to customers as requested. Matt was pretty much like "too bad for your luck!" He didn't use those words but that is how it felt. He could have made more of an effort to find a way to send me something to fix the problem.

My multiple recent experiences with Kelli as a customer service rep for Pool Warehouse have been outstanding. She is caring, kind and a great listener. However, most importantly she follows through on her commitments. Her attentiveness and follow through regarding my concerns led me to make a major purchase from your company and become a loyal customer. I hope she gets an opportunity to train and mentor other customer service reps at Pool Warehouse. Her qualities unfortunately are rare. I would suggest that you do everything possible to replicate the qualities she personifies. She would make an excellent leader mentor/coach for future customer service reps your company.

By far the best experience I've ever had! Our pool is great and the staff was outstanding. Renee and Dana were the best ever. Always responded quickly to my text messages and kept me updated on the status of our order. I was so nervous buying this big of a purchase online but it was easier than buying locally. Thank you so much for everything!

Paid 15,000 dollars in March. Still do not have a pool. Talked to 6-8 different people. Promised a phone call or e mail back each time, and have never gotten 1 back. Never. Also they send a liner and nothing else. Total joke. Do better call people back.

Renee B was very responsive to my customer service complaint. I had bought a 21 ft, 54" pool and had it installed, but the pool skimmer was missing, and the foam coves were in bad condition. Renee emailed me back several times to get the pool skimmer shipped and the coves refunded. I would recommend this business if you are in the market for a pool, and you have somebody to install.

They ship everything, even the smallest part requiring signature AND you aren't notified of the shipping date. You're supposed to look into your crystal ball for delivery date. If you aren't home to sign, it is returned and you get the pleasure of paying shipping to and back AND a 20% restocking fee. We were on vacation and our repair guy had to source the part elsewhere to save our pool. Because we weren't home to sign, we get to pay almost $200 for the pleasure of shopping here…. Never again! We purchased our inground pool kit from them 5 years ago and they didn't send all steel panels needed however, we extended grace and allowed them to ship it to correct the issue. They certainly don't reciprocate! Source your needs elsewhere!

When I ordered my liner the sales guy (Reed) told me if I ordered from GIL, one of their distributors that I would get my liner in 2-3 weeks instead of 4-5 weeks. So I did although to get what I wanted I spent $300 more than I would have. When 3 weeks past and no liner I called customer service. I was told it would be 5 weeks. He was rude and didn't care that I had been told differently. I am happy with the liner but not their sales or customer service.

I ordered a pool slide from this company without much hope of getting it for my Grandson's birthday party. Not only did it get here in time, I was helped the whole way by Kelli - who kind of held my hand through the whole process - even with the shipping of it. I would recommend them to everyone - they get it done!

This company has the worse customer service I have ever dealt with in my life. I ordered a liner in May and should be receiving it this week in July but that will not be happening. I paid, sent my measurements for my liner, and tried to call plus sent emails to check on my order I never received a response. I spoke to someone today stating that they were missing one measurement and that my liner hasn't even been put into production. I asked why wasn't I called regarding this and he stated it wasn't their fault even though I had reached out to them with no response from the company plus when I checked online they had a confirmation page stating that my order was awaiting shipment. I asked to speak to a supervisor and he said he doesn't have one and his solution is to refund me my money. So now I have waited 35 business days for a liner that will never come, I have to wait 7 business days to get my money back so I can purchase another liner and I will probably miss the entire summer with my pool. Do not deal with this company or you may end up like me. Fingers crossed I get my money back.