"I bought a pool cover that was not the bottom line cover and not the next better cover, but the third winter pool cover. I was very disappointed in the quality of the product and contacted them to say I could buy a Pool cover locally at target or Walmart that would be the same cheap quality but for half the price I paid. To date I've contacted Poll supplies company/ Leisure pool via their website, and to date have not heard on word from them on this issue, here is a cut and paste from their own site. Again, I have not received one response to this issue.
Ticket #441724


Ticket Status:
open

Department:
Customer Service

Create Date:
4/18/2014 2:02pm


Name:
Bill Matera

Email:
****@****

Phone:
***-***-****

Order Number:



Subject: Very disappointed




Ticket Thread


Fri, Apr 18th 2014 2:02pm

I ordered a supreme 15 x 30 winter pool cover. I ordered one 9 years ago and it served me well. It was getting ragged looking so I decided to buy a New one. When I received it yesterday, it was very cheaply made. the old one was re-enforced with a black woven nylon band the gave strength to the grommet, and this 1.5 inch black nylon strip also re-enforced the sewn seems. this new one just has a single folded over mesh with the grommets attached. When I put it on the pool, (I'm not opening the pool this year.) the grommets are already pulling away from the fabric. I'm very disappointed in this cover, IM too sick, ( stage 4 cancer )to go through a lot of grief, to return this cover. IM just informing you that I am not happy with what I received.. I also went on the website to see a description of this cover #561530 and its not even there now.. this cover looks like it is an economy cover, I cant see it lasting more than 2or3 years... I made a big mistake buying this cover from you. I'm 69 years old and a disabled army veteran. I thought by passing on the two cheaper covers and getting a supreme cover would be acceptable. This cheap cover is on the pool but I'm not very happy with its quality, or the lack of re-enforced grommets or seams. IM guessing I did NOT get a supreme cover. Its nothing like the quality of the last cover which around the same money, considering the cost of inflation.
bill XXXXXX
Date of order 4/14/2014
Order# ll90015823
Cust # 8407226
Mon, Apr 21st 2014 1:09pm

I went on line today to look at covers of this description and size. I found a dozen covers with free shipping all with a 12 yr warranty and the price ranged from 34.99 at Wal-Mart, to the most expensive at 40.99 from an online pool supply place. The problem is, none of these were the quality that I expected, none of them had the reinforced substructure nylon band that re-enforced the grommets or the seams. The cover I received from you is cheap by quality standards, and hardly on that would be given a " Supreme " level of quality.... I mage a more cheaply made cover than the one I received. But the one I received from you is the most expensive of all the other covers of this poor quality.

Thu, May 1st 2014 10:39am

it's been almost three weeks since my first contact and yet still no response. Even more disappointed now then when I received the cover.

Fri, May 9th 2014 4:18pm

It has been a month and four emails later and you still could care less about my satisfaction . I am blown away by your lack of interest or concern to my issue. I am 70 years old and a retired disabled veteran living on a fixed income. this is a 30 dollar cheaply made cover, at best and I wasted my time and money ordering this from you. If I can find a way to let others know of your non existent customer service, as a retiree, I have all the time in the world to post my experience with your company including the four emails I sent you which fell on deaf ears.


Sat, May 17th 2014 9:26pm

This is the fifth contact with your customer service department without a single acknowledgment of my dissatisfaction. I'm building this lack of response file for the BBB and for my credit card company. Your lack of care or respect for my displeasure shows just exactly what type of business ethics you have.
Like the other four emails without response, they are being archived to preserve their content on my secure server. I will continue this contact in an effort to resolve this issue.
So unimpressed, but this will serve several websites who's mission is customer protection from poor internet business and their questionable practices.


Sun, May 25th 2014 7:50pm

Still no reply.. What a company.. If you want to deal with a company like this, its your choice, for me, Ill never order from them again. they sell junk and offer no customer service, or the courtesy of a reply.


Wed, Jun 18th 2014 2:06am

this is the seventh time I've tried to get a refund on my cheap cover. Its very pathetic that this company refuses to respond. its now been 2 months, and 8 attempts to resolve this matter.
"

"I ordered a solar cover on a Thursday, was not shipped until Monday and estimated delivery is not until Thursday. Ridiculous to take a week to receive an order. Hopefully it will arrive on Thursday???? I will not order from this company again. "

"Need to return a pool cover but can't get in touch with anyone at this company. Their phone numbers ***-***-**** and 1.***-***-**** just stay on hold until they eventually hang up.
No response from their "customer service" email address either. "

"This company has the worst customer service in the world. I have been in contct with them 12 times in the last 6 weeks. Each rep swears he will take care of the problem. We spent over $5800 on a pool from them, now we can't get a replacement lounge for the incorrect one they sent. DO NOT ORDER from them. "

"The worst company ever. They lied to me that they were sending a part and then just left me hanging. When I finally called back (after over 10 calls in 5 days) oh we don't have that. Then I saw there phone reports were I had called in and in it they accused me of damaging the part, but never said that to me on the phone. I would avoid this company like the plague."

"Abysmal. Substandard product and the customer service rep took over 30 days to reply. I believe it was a deliberate attempt to 'run out the clock' on the CC dispute process. This is by far one of the worst experiences I have EVER had buying online. Beware!"

"We purchased a pool pump from Leisure Living in May 2013. No problems with it so far. We decided to go back and buy a new pool vaccum. It is a Hayward King Ray. After using it a total of 4 times and adjusting everything according to the poor instructions. It will not clean our pool!! We called Leisure Living's Customer No Service Dept. We were put on hold for 20 mins., then tranferred to a tech who was upset we were sent to him. Then back to CNS who said we could not return the pool cleaner because we had opened it and used it. We asked HOW WOULD YOU KNOW IF IT WOULD WORK, IF YOU DID NOT TRY IT! This is their company policy. They only let you return unopened orders and defective products! We asked for a person in higher authority. We were sent to a Salesman. We asked him if he could look at our account to see the comments that were posted by the 3 other people we had spoken with their company. He replied, just tell me what it is you want! We explained we thought we might see if they would let us return the Hayward and buy a Keepy Krauly Vacuum. We have owned 2 Keepys previously. He replied, we do not sell those. We replied that is great! We have been on the phone for over 1 hour, put on hold 4 times and hung up on 1 time. He replied with OKAY-GOOD-BYE and hung up on us. Our recommendation is: DO NOT BUY FROM LEISURE LIVING EXPECTING TO RETURN YOUR PURCHASE! UNLESS IT IS UN-OPENED OR DEFECTIVE. That is their policy and they are very kurt, rude and obnoxious folks If you are purchasing they are friendly, but you have bought a product and it is un-satisfactory. Too bad you are stuck with it! We will never purchase from this company again. From all the reviews, they seem to not care about having ANY customers. Our next stop is the BB Bureau!"

"Their quality, customer service, and warranties are all lie. You will loose your money. I learn the hard way. Poolsupplies are ripoff."

"I bought a pool cleaner here. Prices are below "normal" and they have great sales. I received order confirmation fast, and tracking number within 24 hours. Package received well packed with a week (with free shipping!)."

"Prices are good but be careful. This is purely a "luck of the draw" type operation. I ordered two 50 pound cans of chlorine tablets. One was fine the other had more crushed tablets than good ones. The box looked fine so I have to assume it was a problem before it was packaged and shipped. Cracked tablets are not a big problem but when they are crushed into small pieces they tend to clog my auto feed chlorinator. No one in "customer service" could help me and the guy that could was out sick. I chased this around for almost two months and never received a call back or an opportunity to talk to the only person that could help. The only thing the customer service person could tell me was that she had been authorized to offer me a $25 store credit. On a $100 bucket of chlorine. I finally gave up and turned in a claim on my credit card. They (the credit card company) refunded my money and reached in and pulled it out of Leisure Livings account.

Again, be careful. I continue to order from them based solely on price with the understanding that I am taking a chance. If there is anything wrong, there is NO recourse."

"Pool Supplies does not stand behind their products. I have received a liner that has a weak and defective attachment between the seam and the unibead. it ripped when it was installed in a 2'section. This is a liner that has obviously been pieced by the manufacturer. It has two seams instead of one, and Poolsupplies states this is not a warranty issue. Did not call me back, had to chase them down...and they will not stand behind their product. I had a professional installer do the work, and had NO problems until he tried to install this section."

"My order was for a pillow top mattress which came as a cheap piece of cr$$$p. It was losing air faster than you may think. After two months I am still on the phone with rep trying to get my money back, which is not easy. They want give me credit store. Hopefully I will get a cash back. Do not ever buy anything from that rip off company
"

"I will NEVER order from Leisure Living AGAIN! I ordered a pool liner from them & the box was busted open with no invoice inside. One of the plastic binding straps was wrapped around the lid but not the bottom of box & the other strap had come apart. My installer refused to install because of possible punctures. Of'course they wouldn't send replacement until they received damaged liner unless I charged another one on my Visa. Okay then I did this over phone & dealt with Bob. He told me an exact liner like I ordered first time was out of stock so he ordered me a different pattern. I made sure he knew the exact dimensions, gauge, and that it had to be beaded. Got my email order confirmation & it was unibead Installer refused to install. Called to cancel order & was told I'd have to pay a restocking fee for their screw up. Replacement policy said that if item was out of stock they'd send item of equal or greater value. They even told me how to go about turning unibead liner into beaded liner. I didn't want unibead or I would've ordered one to begin with. The point is salesman Bob was ready to get off work for the weekend and it's his mistake. Why should I have to pay a restocking fee for something I don't want, can't use, hasn't even been taken out of their warehouse to be shipped just because Bob was ready to clock out & didn't care about the quality of service he was giving a repeat customer. This treatment is unacceptable & I hope that anyone who places an order calls before quitting time for the sales dept. Is this how a so-called quality business treats the people who do business with them"

"BOO to Leisure Living/PoolSupplies.com!! I purchased the Blaster 2000 Automatic Filter Cleaner for $150.00 to clean the Cartridge filter for my new pool. The Blaster 2000 is supposed to clean the filter by rotating the cartridge over high pressure jets of water in "3 to 8 minutes" I used the blaster twice. Each time I allowed the unit to spray and rotate for over an hour and still had to spend an additional 25 minutes with the garden hose and sprayer attachment to get the cartridge clean. I probably used 10 times the amount of water, and spent 90 minutes by the time I got the filter clean. The Blaster 2000 doesn't work. I called customer service for a return. Leisure Living refused to authorize my return because I had "used the unit" and it is no longer new. It doesn't matter that the product is defective. The manager stated that if the unit and packaging still look new, that I could try sending it back and if they agreed it looked brand new, they would resell the defective product to another unsuspecting customer. If however the unit and/or packaging do not look brand new, they'll send it back to me and I'm out not only the $150 but shipping cost as well.
I'm out my $150, plus shipping cost, but worse is the fact that Leisure Living is willing to resell a defective product as long as it "look brand new"
I demanded they remove my name from the mailing and email lists, and "unsubscribed" myself from the email list as well. I informed the customer service agent that I am writing as many reviews as possible."

"I've purchased from poolsupplies.com in the past without any problems but this time I needed to cancel my order. I called before I received notification of shipping and after 20 minutes on hold while they check with the manager I was told they couldn't cancel the order because the items had been shipped. Baseed on the shipping notification emails I received the next morning and the tracking information they weren't shipped until several hours after I called. Now if I send them back they will charge a restocking fee. They don't care about the customer only their botom line. It's a rip off and I'll never deal with this company again and will make sure everyone I can will know how they do business. "