PoolWarehouse

Yesterday I was on hold for an hour with Leslie's Pools with no success to speak to someone,. Eventually I gave up and selected the "leave a message" option but am still waiting 20 hours later for a call back. PoolWarehouse answered their phone after maybe a 10 minute hold and PoolWarehouse have the Del AOP 25 Ozone + UV sanitation system in stock and told me to use the website to check out, which worked fine. They couldn't answer technical questions because the employees who can do that are still out do the shelter at home orders, but otherwise they are up and running and servicing their customers. I'm very pleased!

After months of research I finally settled on Pool Warehouse for my pool kit and I am so thankful I did. The care and attention I received during the initial purchase of my pool kit continues today. From the very begining I have received exceptional service. Jt and Jones answered all my questions no matter how crazy PoolWarehouse were and eased my apprehension on such a large purchase completely on line. Recentely I made a change to my pool deck and realized I would need extension collars for my three skimmers. The standard order processing time to receive them did not meet my scheduled concrete pour. Once again I reached out to Pool Warehouse sales and reached Marshall Lowe, he was able to assist me to ensure we meet our schedule.
If you are thinking about purchasing your pool kits from Pool Warehouse you won"t regret it. Thank you for everything you did to make my backyard dreams come true.
Sincerely,
Michelle O.

I bought a pool kit from Pool warehouse in June. PoolWarehouse forgot to send the sand for the filter. After three month of calling them, I asked to talked to the manager who told me I had to talk to the shipping company. I asked why after all this time was it my job to chase the company that they used to ship. He said that it is a shipping problem not their problem. I had called pool warehouse 5 times and was told every time that they left me messages. One time they told me that I needed to look into all the boxes. For (6) 50 lbs. bags of sand. WTF.
I would never buy anything from them again. I could not trust that they will provide the service that is needed when something is wrong.

I felt like leaving a review because it really was a good experience working with them on our pool. We had ups and downs with the build but we saved a fortune and really couldn't have afforded to get such a nice pool any other way. It's allot of work but I felt like Pool Warehouse was great - fantastic honestly. We talked to Matt in tech support a few times, more than he probably wanted, but he was more than willing to give help every time we called. All in all I WILL be recommending you to others. Yeah shipping is the only hurdle to get over but after that it's all just finding the time and weather to build in.

I ordered a pool table from this company severely damaged! When I tried to get a new one delivered, PoolWarehouse never responded to my phone calls, emails etc... It was almost one month until I tried disputing it with my Discover card and they told me that because I signed for that Pool Table they are not liable for anything! When I called Pool Warehouse, they told me the same thing. THEY DO NOT STAND BY THEIR PRODUCTS! I was left with a pool table that has cracks all down the side of it. Pool Warehouse said they refuse to pick it up! DO NOT BUY FROM THEM. THEY ARE A SCAM! I gave them 1 star because I had too.

Very happy with my purchase!!! As others have stated, the box is incredibly heavy. I was a little disappointed to find out the day before the delivery that PoolWarehouse would not deliver to the second floor as I live in a condo but I gathered some friends and we made it work. The table is stunning and really just such an awesome find for the price. I had a similar problem with the benches not aligning perfectly but luckily it was the side with the hinges which is hidden under the table. Also note, the table top is very heavy which is great but also makes it a challenge to flip if you're by yourself. Lastly, I was expecting a black table which it's not it's more of a deep brown but again, the table is beautiful. Very happy with the purchase and I hope it holds up over time!

I ordered an above ground 21x52 and all the boxes came on a wooden pallet. The box the liner was in was on the bottom and in a thin box. I guess during transport the pallet shifted and a screw holding the pallet together went thru the liner box ripping a large slice in it. I called pool warehouse and PoolWarehouse said sorry not their fault. The trucking company denied my claim too. My husband said it took him 20 minutes to get all the items off the pallet and no time to inspect for damage while the truck company was at our house. So I had to buy another $400.00 liner but I sure didn't buy it from pool warehouse. They don't care. Not happy with them at all.

We bought a heater after speaking with a salesman from pool warehouse and went with his recommendation. We got the heater and it kept burning out the roll out fuse. We then found out we needed a high wind vent to work with any kind of wind! Pool ware house informed us PoolWarehouse were unable to get one and did not know when or if we could get one to make the pool heater functional. Pool warehouse was rude and unprofessional saying there was nothing they could help with and that they would not refund our money nor credit us for a new pool heater. When I asked them to please work with use and compromise they said no way not their problem! I then stated I would have to contact the better business bureau and the manager threatened me and said he would make sure nothing would come of it and that he would stop all searches for the vent needed and ensured me we would not get one then. This is not how a reputable company does business and I am hoping others read this and do NOT buy from this company!

It has been quite apparent that PoolWarehouse don't know what's going on. Good luck shopping at multiple stores for adapters and hoses to connect to the pump. Also, once it is connected, don't go by their "tech support" to tell you how much sand to put into the pump. According to them we needed 150lbs but the manufacturer required 220lbs, poolwarehouse didn't know how much to use and said go by the manufacturer's advice after multiple attempts at an answer. I requested a list of adapters, hose dimensions and diameters to hook up the filter..."crickets", understaffed and lack of knowledge of inventory they're selling... good luck as they say when purchasing from them as it's a wild goose chase after you receive it to get correct and factual information on what's needed to complete your "DIY" project.

I needed a new pool liner. I contacted many pool companies in my area but nobody would install a new liner until the next year. PoolWarehouse used the excuse that they could not get a liner because of COVID. I contacted Mona and she walked me though measurements and order. I must have called her everyday for 2 wks. The liner came in Nov. And we stored it in the basement. My 2 brothers who knows nothing about pools, hung the liner in 30 mins. The next day with one shop-vac and 3 loads of water, I have a pool. Anybody can put a pool liner. The cost was about 2500 and 2hrs.

Pool warehouse has the best online site to reveiw, select and order pool kits.

My experiance was very good until- I found PoolWarehouse sold me one type of pool kit but provided me with incompatable installation instructions resulting in an unfixable situation.

After contacting Pool warehouse and explaining how their instructions directly caused the issue, they still refused to take any responsibility and would not even agree to swap-out parts (that would've resulted in a configuration I did not want) that would've economically remidied the situation.

If you purchase here, do not look for assistance (of any kind) if something isn't right short of a part warranty issue.

I had a couple questions and I called on a Monday and left a message the next day no returned phone call so I called back and left another message. I left a message with a orperator person on Friday morning 1st thing and told her I had everything in my quote but wanted to make certain about the left hand or right hand turn before I committed to the purchase. Saturday afternoon I finally researched enough I just gave in and ordered being it was going to take no less than 5 weeks before it shipped to me and my kids would be upset if PoolWarehouse were in school when we finally got the pool not that that's impossible with there service speed.

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 PoolWarehouse 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.

Beware when dealing with this company. We ordered a pool kit from them two years ago and the liner is already discolored. The customer service rep claimed that the warranty only covers tears at the seams but he would pass the information on to the manufacturer. PoolWarehouse kept telling me that it was likely due to a chemical imbalance so if this happens to you they will expect you to have kept a record of all your chemicals to prove that it wasn't your fault. It wasn't enough that we use the in-line chlorinator that they sold to us as part of the kit. You would think that they would stand behind the products they sell, both in the chlorinator and liner, but they don't. After requesting pictures the representative stopped emailing me back and even a phone call went ignored. When I finally threatened to report them to BBB I was able to get through to a supposed supervisor, Jonathan, who said his father has had the same issue. This is obviously a common problem that they make no effort to inform customers of. Before spending $10k+ ask yourself if you want to deal with this kind of customer service WHEN something goes wrong!

I called their customer service folks and told them I was not satisfied with the product I purchased. That is when I was informed that there was a 20% restocking fee. I offered to purchase a different product and asked if PoolWarehouse would remove the 20% fee if I purchased something else and they said no. I asked for a manager to return my call two days ago and asked for the website statement showing that there is a 20% restocking fee. I never received a return call and never received the documentation regarding the 20% restocking fee. I would highly recommend that people stay away from these folks

I received a phone call from a representative at Pool Warehouse that my order had been cancelled and that I would NOT be receiving the product. With that cancellation I placed an order with a different company. I am working with the other company to cancel the order, but I may end up having to deal with it. My husband accepted the order, however, I am very unhappy with the communication made by this company that my order was origincally cancelled.

The initial call to inquire about an in-ground pool cover was great. The lady gave me excellent information needed to make a decision. The ordering was simple and the pool cover arrived on time. It is excellent quality, great warranty, and fits our pool perfectly! We are thrilled with this entire experience from ordering to delivery. Great product and wonderful, courteous & knowledgeable staff. We will definitely recommend.
I appreciate and support this product being made in our USA. Thanks again for a great product.

I will be honest, I was ready to write this company off and not do any business with them at all. I ordered a pool cover for the fall leaf drop and it arrived after the last leaf fell (3 months later). I understand that inventory, work, orders and stuff was all messed up because of COVID and I can forgive that. Then their supplier did not include the correct anchors for my pool type. The unfortunate part is i found this out when i opened up the cover 3 months later (when the spring drops from the trees started). I called and got a hold of Kelli. Even though it was a long time after I had received the shipment, she really helped me out and hooked me up with the correct anchors. This was something that took a couple of days to resolve and Kelli really helped us out and kept us updated every step of the way. So after I was ready to write off PoolWarehouse, due to shipment delays and not all parts included, Kelli really helped and now I will continue to order and check PoolWarehouse first. Even through covid, people at home, and delays, Kelli really exemplified what I feel customer service should be.

I purchased an outdoor TV from them weeks ago PoolWarehouse charged my card and never delivered, I call them to find out when it will arrive but they don't know because it comes from a 3rd party supplier and I guess they are the middle men. Its bad enough you have to wait on the phone 30 Minutes for them to pick up but after they pick up they are clueless... I rather pay a little more to Amazon and get good customer service... I'm canceling the order and would like to see how long it takes to get a refund.

We purchased our first in ground pool from Specialty Pool Products and had no problems. Unfortunately we moved and so we had to put in another pool. We would have used SPP again but Pool Warehouse was less expensive. I now can see why. We put in our pool last summer, the liner is already tearing by the coping. We called Pool Warehouse, the gentleman that helped us, and he said to reach out to Hydra Pools, as that is where the liner came from with the pool kit. Well, I did that and after a couple of days with them I was then told that since the pool/liner is less than a year old I had to go through Pool Warehouse. I continued to get the runaround. I left messages and sent pictures and have not heard back. I bought another liner now from SPP and will NEVER do any business with Pool Warehouse again. My husband is a contractor and he will NEVER suggest this company. TERRIBLE customer service.