PoolWarehouse

While I understand the pool business is busy right now, I would think when purchasing an inground pool kit, you would be able to get service if something goes wrong. My order was delivered two weeks ago in a Tuesday. We did not know that we needed to unpack and inspect all products before the driver left (this is on us). When we unpack on Thursday, there was a damaged panel. After multiple attempts, I still don't have a solution on my damaged panel and had to just put a thin piece of metal over it. Then we move on to the coping... there were pieces so damaged that PoolWarehouse were unusable. I am not a pool specialist so I would have had no idea that this was going to be a problem. Now, we ordered a salt water system... it was not included in the order. I have reached out multiple times not being able to get through. Leaving message after message and no one calls back. When I did get someone on the phone, the needed information and promised resolution... still two weeks later... nothing. This is the worst service I have ever received.

our sales representative was superb! He answered all of our questions and really helped us pick all the stuff we needed...it's impossible to really know what to get without talking to them. The pool was delivered in about 3 weeks on a truck and we had a damaged panel. We told the driver it was damaged and signed for the delivery that way. We called in and Chelsey was able to get the panel sent out the next day. Fantastic Customer Service and Great Quality Products!

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 PoolWarehouse 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!

It took a little longer to get the pool table than expected (due to the delivery company, not PoolWarehouse), but I still got it in about a week & a half, safe & sound. The Bourbon Street 6-foot pool table is even better than expected. I was afraid a 6-foot table might not feel like playing real pool, but it gives a great experience. Everything works well. I'm not a 'professional', but the bumpers seem to work accurately & balls move as I think PoolWarehouse should. It comes with smaller-than-standard (1 7/8") balls, which give more play space on the table & work fine, but I'm ordering slightly bigger ones (2" British size) to try. I think the standard (2 1/4") ones may clutter the table too much, but 2" balls might be a nice compromise. Anyway, the pool table is beautiful & compliments my room. Nice and sturdy for being 'portable'. And I love the red felt & black color. I have a smaller room (just a little over 9'x15'), so I bought shorty cues (36" & 40") and we can play just fine. I never thought I could fit a pool table in that room, but thanks to the Bourbon Street 6-foot Pool Table I can play pool at home! I'd recommend it to anyone that wants to play pool but doesn't have a lot of space (or money) to spare. Well worth the price!

Recently bought a pool from this company and it's been one let down after the next. Originally we were buying from another National pool company but decided to shop for a "2nd opinion" the price was amazing but buyer beware, you get what you pay for! Amongst numerous issues, PW has the worst customer service I've ever had the misfortune of being victim to. I'm still stuck with a step system that since day 1 we have had safety issues in regard to but are stuck with bc "they've been opened and assembled" mind you, PoolWarehouse never sent instructions and since the box contained no hardware or instructions and we were told by their CS they "snap together", that's what we did... snapped them together. After numerous emails of complaining they didn't stay together, they finally sent instructions (weeks later) the instructions indicated the steps had braces in the backs to help keep them together and screws! We never got the braces or the screws! When we asked for them to be sent, we were sent a bag of screws, nothing else. After another call/email about the braces, we were told they were no longer " needed" we must have gotten "old instructions". This is only one of many examples of the level of customer service that exists with this company. When we asked for replacing or refunding we were denied. Trust me, Take your money elsewhere!

IT IS GREAT TO KNOW THAT YOUR COMPANY STILL CARRIES PRODUCTS THAT IS NEEDED IN THE
MAINTENANCE AND CARE OF SWIMMING POOLS FOR OLDER PARTS THAT ARE NEEDED HERE IN
CANADA . THE SERVICE AND COMMUNICATION LINES WERE VERY POSITIVE AND GREAT SERVICE
PROVIDED AND DELIVERY TO CANADA WAS WITH OUT PROBLEMS AND QUICK . THANKS AGAIN
WE CANADA REQUIRE SERVICES THAT CAN HELP US AS WE HAVE VERY FEW COMPANIES THAT
STOCK PARTS PASS 10 YEARS . CHEERS AND HAVE A MERRY CHRISTMAS . DENNIS JENKINS

I purchased an above ground pool kit with some accessories. It was all scheduled for delivery for Wednesday so I scheduled the dirt work and pool builder for Fri/Sat of that week. Delivery came on Wednesday and after checking everything I was missing the floor pad. I sent an email around 5:30pm and I gave them until Thursday around 12pm before I called, since I hadn't received a response yet. I called and waited 15 minutes on an automated hold and no one answered. I called back 30 mins later and after waiting for 10 minutes talked to someone that said the person that handles claims was on the other line. He said PoolWarehouse would call me back. I waited an hour and called again. This time I was told that someone would call me back and I refused. I told them I would wait. After 20 minutes on the phone I finally get to Nikki. She said she sees where it was never shipped out and she would get with the warehouse to see when they can ship one. I explained my situation and that I needed it overnighted and she said no. She acted like she could care less that I was inconvenienced and that I now have to re-arrange the contractors and my schedule. They make it difficult to get ahold of a person and their lack of urgency to resolve their "human error" makes me wish I had went a different route for a pool. I guess the company isn't large enough to take care of the customer when they have an error. They can't afford overnight shipping.

I'm a pool contractor and ordered 2 pool kits. Most items were delivered in January. Steps were damaged. It took almost 3 months for a replacement to be sent. The pump and salt generator system was missing. I was initially told PoolWarehouse were on back order. Now I'm being told that they were on the pallet when they left the warehouse and they refuse to replace the missing items. I told them that there was no pallet when it arrived to me, only boxes with several that were damaged on the outside. My next step is to contact to BBB. I've ordered 9 pool kits in the last 2 years but refuse to do business with Pool Warehouse anymore.

Everything was good up until i actually received delivery and was missing the pool filter PoolWarehouse will not talk to you only say you signed for it so its no longer their problem. So don't sign anything if ordered from them. Worst customer service I have ever dealt with offer no help what so ever only say you signed thats it. Have been reported to the BBB. Check their website seems to be the issue everyone has with them. Not sure if they are any better but Try Royal Pools website not as good but seems comparable on price wish I used them. They tell me Jonathan is the only person that can help me at Pool Warehouse and Mr customer service specialist refuses to help in any way shape or form just repeatedly says you signed for it so that is it sir. No help from the supplier Hydra Pools which is where it was shipped from either they tell me i need to deal with Pool warehouse. Very Frustrating they obviously dont get their business by recommendations and just looking for the next online victim. Stay away!

Was told the shuffle board top came in two pieces, advised the customer service rep that I could fit a 9 foot table into my basement but not a 12 foot table. He assured me that the 12 foot top was not one solid piece of wood. When table arrived it was one solid piece. We had to hire someone to pull a window out of our house, damaging the trim in order to do so. The shuffle board pucks were rusted out on the bottom. Less than a week after we purchased the table PoolWarehouse dropped the price, and refused to credit us the $75 difference in the now lower price.

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. PoolWarehouse 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

Ordered my IG Pool back on May 27th, 2020. Received 1st shipment with only 3 items that were not damaged. Please keep in mind that there are over 100 pieces to this kit. Almost 3 weeks later I received an email saying PoolWarehouse had located the missing pieces. I received a shipment that included a pool pump, 2 1/2 bags of filter sand. 2 of the bags were busted and the 8' steps that lead down into the pool were all damaged. 4 emails and 3 phone calls later i still have no idea where the rest of my pool is and Pool Warehouse isn't doing anything to help locate them. I read the reviews on BBB website after I purchased my pool. Please visit and read before you buy it. My $7K investment has turned into a NIGHTMARE!

EDIT- after ordering TWO POOLS on separate occasions from this website, PoolWarehouse emailed me that they canceled my order because they are out of stock! Not happy! And this is after I already have several pool supplies on its way from other companies. The customer service representative was very short with me when I emailed her twice regarding my cancelation.

Matt M. Was the best customer service representatives I've ever had the pleasure of dealing with! He made my cancellation/reorder process a breeze. Will nit hesitate to buy from him again.

Jeanette was super through the sales process and answered every question. Had a bumpy experience with poor communications and delays during shipping by R&L Freight and a bad delivery experience.

One of the panels in the kit was incorrect shipped by Hydra Pools but Chelsey got right on it and we received it a week later. I'm pleased with the quality of the materials and the completeness of the kit. The kits are very well engineered and manufactured and the price is tough to beat.

The Pool Warehouse Tech Support from Matt has been beyond my expectations. He has patiently answered my questions and offered numerous suggestions throughout the project.

If you have the skills and wear-with-all to act as your own general contractor, you can save a lot of money. HOWEVER; a word of CAUTION! The assembly of these kits does not equate to rocket science but DO NOT venture into these projects without thinking through and planning every detail around the pool. I'm a graduate engineer with 35 yrs of construction experience and a team of competent subcontractors and still had my hands full with the unforeseen details. Be sure to have reliable, extra helping hands in each stage of the project. With countless rain delays through 3 months of record rainfall in our area, it has taken me 4 months to reach the point in the pics, below.

I ordered a pool may 9th, PoolWarehouse immediately charged my credit card, and then were impossible to get a hold of for the rest of may! I just yesterday finally received an email, after sending 3 emails, and leaving 4 voicemails, and they tell me it will be another 4-6 weeks! So they charged my credit card 2 months before they planned to ship my pool! Horrible customer service! They finally processed my refund today, but now no pools are available, and I'm stuck with the pool accessories I ordered from other companies! Very bad experience, who sells pools they don't even have!?!? Do not order form this company, save yourself the stress!

I placed my order on Monday May 18 for the SR Smith Typhoon Slide. I was confirmed by the customer service rep that I spoke to prior to placing the order for the slide Costing $2500. 00 would ship in 7-10 days. When I did not receive the slide in 10-12 days I called, left 2 voice messages and have sent 3 emails trying to find out the status of the slide that still has not been delivered.
PoolWarehouse have no sense of urgency and do not return emails. I would not purchase from this company,

Pool Warehouse has terrific customer service. I placed my order late one night by the next morning I received a call from Mona to clarify some of the measurements I had sent. When it was still unclear on the corners, Mona had me send her pictures and showed me exactly how to measure them. The liner fit like a glove when I received it. I couldn't have been more pleased with the liner or Pool Warehouse's excellent customer service. I would highly recommend!

Poolwarehouse has amazing customer service! I didn't get the item I ordered online because it was on back order close to Christmas, but Poolwarehouse contacted me very quickly to let me know that the item wouldn't arrive by Christmas. PoolWarehouse called and emailed personally and immediately issued a refund. It's terrific to experience such great personal service in this day and age. I will definitely order from them again because I can trust that this company values their customers and goes the extra mile to make it right.

I purchased a pool kit 6/26/18. Today is 8/9/18, six weeks later. The initial purchase was somewhat simple. After you purchase getting to speak to a representive consists of tons of holding and multiple times waiting in queue.

I was told my pool would arrive in approximately 3 weeks. That timeline is very off. Here we are 6 weeks later and I'm still waiting on pieces of my pool.

My pool arrived (well partially) on 7/30/2018, though the packing slip says it was due to deliver on 7/20/18. Our entire custom step configuration and multiple panels were missing. The shipping manager insisted that the items were shipped out and put on a pallet. Even went as far to say that the liner we received was on the same pallet somif we received that then the items in question definitely shipped. After an entire day of back and forth, the shipping manager managed to find the entire missing pallet in their warehouse, but of course not after insisting multiple times that this was the freight carriers fault. We knew it wasn't as the freight carrier delivered in perfect condition 3 skids that were marked on our bill of lading.

I am still waiting on the missing pieces with a giant hole in my yard and half constructed steel framing of my pool. I have had to cancel multiple professionals and I now have pay my installer to return for another day of work being he discovered the missing pieces while on our clock for a day of install. There has been no mention or attempt at making things right other than them finally admitting PoolWarehouse have the pallet and are now shipping it out after yet another entire day wasted going back and forth. I am now told I may get it by Monday since it's end of business day Thursday.

I understand mistakes happen and things aren't always perfect. I just would expect a certain level of professionalism when dealing with a $9000 purchase. I certainly would be bending over backwards if I made a mistake of this magnitude, but I feel the bare minimum is being done to rectify the situation. I'm especially annoyed at the attempt to place blame on the freight company.

My issue mainly lies with the manufacturer and their personnel, but doing business with someone as your supplier you assume responsibility over the purchase.

Something is wrong with your billing input digital screen. It took over 20-something attempts and over 30mins of my time to log billing and shipping info into your system? Credit card expiration date ask you two-digits each in year and month, yet wouldn't accept it unless year has four-digits.

In addition, the info you type doesn't fit properly into category's box because it's not align evenly with keys you pressed. This causing some typed info to go inside and outside of annoying red lines which now pop up over info boxes thus forcing you to re-input info all over again -- some of which you could see -- some of which you can not

It's very annoying and will cost you potential sales in the future if you don't get your billing & shipping inputting technology glitches fixed soon. Other than that you've got good looking products and great sale prices.

Aaron--

I purchased an in-ground pool kit 2 years ago. As a first time pool owner I needed advice and the staff was very helpful telling me more about the products. The transaction went smoothly and everything arrived in time and in good condition. I had a follow up call and again the staff was very courteous and helpful. A pleasure to deal with and I truely felt that this company cares about their customers.
The product itself was installed by a professional installer I found in my area. I am extremely happy with the product and love my pool which I have now enjoyed for 2 years.
I highly recommend PoolWarehouse to anyone considering a pool purchase.

I ordered 3 Hayward LED lights at a cost of over $1000 on January 25,2020. I never received any follow up on this order even though their website indicated that the lights were "in stock". The order wasn't shipped until February 28,2020 and only after I called to complain that PoolWarehouse had charged my credit card without having shipped the order. The Order was finally delivered on March 3,2020. One of the three boxes was water damaged and looked like it had been sitting on a wet shelf forever. Unfortunately by the time I received the order I was unable to get my installer out to install the lights until the end of March. Apparently, I ordered the wrong lights (my fault). I contacted customer service and was told that I would be charged a 20% restocking fee. I requested a return shipping label since they were charging me over $200 to "restock" the item. They refused that request. I then asked if I could return them to a store front. They said all of their store fronts were closed due to the pandemic. I was informed that I would have to pay the shipping. I asked them how long I had to return the items. They told me that I had less than a week to return the items. I asked them if they would extend the return time due to the pandemic and the response was:

"You can drop them off at the post office, they are still operational.

Thanks!

Chelsey

Customer Service Department
*******747 x 6
*******@poolwarehouse.com"

I then informed Chelsey that one of the members of my household tested positive for COVID-19 and I could not just go to the post office as she suggested. Her response to my request for an extension of time was simply..."Unfortunately we cannot."

The lack of common sense and customer service is truly amazing given the positive comments posted by most reviewers. As for myself, I would have considered that the customer would have to buy the correct replacement lights and offered some compromise even without the pandemic. This is obviously outside of thinking of this company. When you consider the current business climate (pandemic), it baffles my imagination that the company would not offer some other solution to this situation.

If the response of this particular customer service representative does not represent the company's values, then I would encourage the company to reach out to me for a reasonable resolution of this issue and to counsel Chelsey. If the company does those two things, then I will update my review and my faith in humanity will be somewhat restored. If not, then you should know the company culture with which you are dealing.

I read a LOT of reviews on this company, and after seeing the negative reviews, I was put off and continued to look around for comparable pricing. Well, there really isn't another company that can compare to their prices that don't have comparable reviews. So, I placed the order. Unlike the majority of negative reviews I read, I did my homework! I did not line up installers until I got all of my parts, which did come in two shipments. One of my boxes were damaged by the truck company that delivered it. I called in, talked to Nikki, she advised me to specifically list the part on the receipt the driver made me sign (Who was not happy with me, but hey, I did not damage it) she got it right out to me. No trouble at all really. I would say to anyone wanting a great deal, is to go with this company, but make sure you do what PoolWarehouse ask: 1) Dont schedule installers until you have all of your parts and 2) Make sure you mark specific parts that are damaged on the receipt that the driver makes you sign off on before they leave. Also a little nugget just to share, is that they can not tell you that you cant sign it damaged. They tried, but Nikki advised they cant not do that. They can not leave until I sign. The driver was kinda rude, and that made him mad, but oh well.

Poolwarehouse is terrible! The customer service was rude and not helpful. I spent 2600 dollars on a pool heater that was delivered damaged. We called poolwarehouse and PoolWarehouse refused to help and exchange heater for new one citing an unrealistic company policy.

We called after an hour of delivery and showed them proof (security pictures) that it was damaged and proof that it was damaged before i took possession.

Poolwarehouse uses deceptive business practices.
As a veteran I have never been treated so poorly by a company in my life.

I ordered from pool warehouse on Jan 28,2021. I chose them because it stated the item would ship in 7-10 days. It is April 7 and the item still has not shipped. PoolWarehouse lied the entire time saying it will be in a week. It will be in two weeks. It is in stock and will ship soon was their message 3 weeks ago. They charged be for the item on January 28. Never Delivered. Haven't received a refund and I am unable to speak to any one in charge. I suppose this is the only way for the owner to hear how their employees are running the business.

I bought a Hayward Eco-star pump.it was supposed to have a warranty .I did not install my pool as soon as it got here I had to wait until I had time to do so .my pump malfunction two days after I installed it Hayward informed me that I was two days out of warranty even though I never installed the pump .it wound up costing me several hundred dollars to get a new circuit board for it after battling with Hayward on the phone . Will never use Hayward products again for the simple fact that PoolWarehouse did not stand behind the product I purchased at the time I was told that was the highest quality pump they offered .
I was informed by local Hayward dealer it was installed correctly so my opinion even if it was a couple of days out of warranty it should have been replaced free of charge .if nothing else it's just the principle of the matter .
My experience with the Pool Warehouse was great .everything arrived undamaged .
Thanks
Bob

The prices were great. In my case, service was terrible. My kit showed up around 6 weeks late. The only question my salesman would ask me was "are you ready to pay?" A very important piece was left off the shipment and no one bothered to tell me. PoolWarehouse sold me a lot of upgrades, but couldn't help me install them. Bottom line, if you know how to install pools, their prices are great. If you need technical assistance, don't expect any help from them. Once they got my money, they were pretty much done with me. Their name is misleading. They don't have a warehouse. They just have everything drop shipped from the manufactur. In essence, they are just a pool broker.

Purchased game table in late November for a Christmas gift. Was not aware that it would be delivered by heavy freight company instead of UPS, FEDEX, etc. Shipping company missed the arranged delivery THREE different times despite having a required time range of ALL day. 10 days later and 6+ hours on the phone with Pool Warehouse and shippers, it was finally revealed that the package was lost. Spoke to management at Pool Warehouse who said PoolWarehouse would contact the manufacturer and have them ship another one via a regular shipper ASAP. Could not get any info for three days and then got a shipping notice from the SAME CARRIER with an ETA of AFTER CHRISTMAS!

Our salesman with pool warehouse was awesome, I don't remember his name but he put our order together and did a great job with finding all of our needs and wants and satisfying them. The purchasing process was tricky, we had to make several payments and due to banking. PoolWarehouse would only allow $5,000 at a time which meant we had to make several payments over and over again, very aggravating. However the material was put together and shipped to us for a 20x40 swimming pool. The trucking company was poor at best and managed to damage some of our stuff. This was getting very aggravating and it was very close to install date which meant we couldn't put the pool together without the proper panels. Jonah was my customer service rep, and God sent. Has aggravating as it was he never stopped in satisfying our problem and finding only solutions instead of making up excuses. Because of his vigilance we managed to get our panel far before installation date and everything went off without a hitch. Again Jonah I hope you read this you save the day. Five stars for you my friend

it's rare to find a company online that you can actually call and talk with someone who knows what PoolWarehouse are talking about. The level of knowledge and service I received was impressive to say the least. It was hard work building our pool but having someone who knows what they're doing help you lay everything out on the front end is worth every penny. I would have honest paid more just to work with Jones, my salesman. Keep it up guys. I'll send pictures of my pool this spring, we've already closed it for the winter.