"Horrible customer service. Ordered a salt cell replacement that was defective (union threads miss aligned). Said they'd ship a new one as soon as I dropped my off at FedEx. They didn't. Then they said they'd ship as soon as they'd received it. They didn't. Then they assured me it would ship as soon as processed in 1-2 days. I then checked on the website to find out the part is out of stock! Had to call them again, and they said, oh yeah, it's on backorder. Unbelievable. Will never buy from them again. Spend the few extra bucks and buy elsewhere."
"Horrible Customer Service!!!!
I ordered 4 replacement filter cartridges for a Quad DE 100 on their website. After one week, the items were in stock, but stuck in the final stages of shipping (according to their order review and customer service rep). I spoke with the customer service rep who told me it takes over a week to ship an item and 7-10 business days in transit. When I pushed back on a standard 3 week delivery timeframe, the customer service rep told me they were sorry the order couldn't be "received by your standard time frame". Three weeks isn't my standard time frame, that is well above industry standards. If I had purchased through Amazon, I could get the item in 1-5 days... not three weeks. I was expecting 1-1.5 weeks. LAST PURCHASE EVER from PoolSupplyWorld.com! I will NEVER buy from them again!""
"Terrible - broken Polaris sent to me. Waiting for a return fedex for days. Terrible customer service. Phone calls must go to India. DO NOT USE THIS COMPANY. "
"Purchased a pool robot cleaner last year. It no longer cleans the pool. I have chatted, emailed as well as spoke on the phone about the year warranty. It's been a month now and still can not get any progress.
Going back to my CC company and file a complaint to refund $$.
DO NOT PURCHASE ANYTHING FROM THESE PEOPLE"
"Tried for months to return, multiple calls, spoke to various reps and they said management would respond, they never did. Now their excuse to not refund or even credit is that it's been more than 30 days! This lamp shouldnt even be manufactured, let alone distributed. Pure negligence. "
"My experience was 100% positive. I found Aqua Finesse Swim Spa Tablets listed as in stock, placed my order on 12/19/20 and received on Sunday 12/27/20. This was great considering I used ground shipping and all mail services were running on delays due to Covid19, Christmas, and a winter storm. I'm actually placing a second order immediately for the same item, since I was originally a little concerned with the high number of negative reviews and only ordered one container. For myself, 5 stars."
"Prior to ordering went to their chat; asked if the item is available they said yes; asked when it would be shipped; they said usually the next day; ordered the parts. They charged my card. week went by, no email except for order confirmation, tried to get a hold them, chat disappeared; no answer at the 800 number. BTW - chat only works on IE11 for them, Chat person says they will contact me in 72 hours, called customer service, waited 49 minutes, said they do not know but will get in touch next week (this was 10 days already). Cancelled the order - cancellation not acknowledged; cancelled again, chat person says they do not cancel, not their policy; had t call credit card company and put in a dispute. Still no acknowledgment, or email, and no parts. It's been a month now"
"First off, I'm being generous by giving them 1 star! They deserve a ZERO.
I ordered a set of replacement grids directly from their website via an "exploded view" of parts that comprise my filter. Incorrect part was shipped. Contacted immediately via chat: Completely rude and frustrating experience. Chat agent was clueless and was responding from a company playbook with no regard to / knowledge of the actual situation. Customer service is a JOKE. Communication is non-existent. Customer Service insisted I ordered the wrong part -- what a joke -- I ordered it directly from their website.
Box was never opened. RMA department handles all returns and their communication is HORRIBLE (only e-mail when / if they decide to respond -- days go by with no response). Fought with the RMA department for a month before they waived the restocking fee (unopened box), but they kept the $18 return shipping charge in force! The only way they would refund the restocking fee was if I made another purchase from PSW -- Literally held $13.04 hostage until I bought from them again. LAST PURCHASE EVER!
Bottom line: After a month of painful (mostly me trying to get a response) communication, I was charged an $18 return shipping fee -- for the wrong part!
IF you want a complete and utter hassle this is your company. If not, I'd buy from another company.
Pool Supply world is a total JOKE! I will NEVER buy from them again!"
"I purchased a product online from Pool Supply World. Due to Covid it was made clear that there may be a 2-3 day delay. However, the product was never shipped. That being the case, I requested a refund of the $591.00 I paid for the product that I ordered. However, it has now been 43 days since I originally placed my order, and 21 days since I requested a refund. I am still waiting for that to happen. Pool supply Customer service is not answering my e-mails and can give me no information on if, or when I will receive a refund. Obviously, you cannot trust this business. Buyer beware that you may be throwing your money away if you order from this business."
"Placed an order for 6 items. Immediately the cc was charged. Got confirmation emails that all items had shipped under one tracking #. Received one item, in a small box. None of the other 6 items were shipped- and this is where the frustration really begins- 5 calls, 4 emails and multiple" I am raising it up to my supervisor"- and still no parts. They did immediately admit that only shipped the 1 item, but cannot seem to figure out how to ship the rest! They are either completely incompetent or outright frauds and the poor CS team cant do anything- so if you have any problem with an order expect to wait on the phone 40 minutes to get ahold of someone who cannot help you and cannot tell you the name of who the supervisor is. Never again for me as I assume I am out $150 because I have spend way too much time on this already."
"I would give them a zero if possible. Ordered a pool liner that was in stock and my credit card charged. After a couple of weeks with no shipment verification, I decided to call. Multiple times I called, left messages, emails, and even tried to chat - which was no longer available. Finally decided to get my credit card company involved... After several more days, I finally get an email that it has shipped. By this time, it was close to a month and a half later (an in stock item). The box arrived torn to shreds... After dealing with all of this mess, I didn't want their liner. I shipped it back, and have been fighting for a refund for weeks. DO NOT BUY FROM THEM! You'll regret it if you do... There are reliable companies out there. Our family will NEVER buy from them again."
"I cancelled an order after receiving an email stating that it would be 4 - 6 weeks for an item that was shown in stock. I requested a confirmation of my cancellation. A week later I receive an email that they will contact the shipper. The following day from that email, I receive an email from the shipPer stating that they will process the order. Customer service and communication with this company is the worst I’ve experienced in a very long time. VERY DISSATISFIED "
"It took patience, but that was worth it
I ordered a replacement pool pump motor, and chose Pool Supply World, because they had the exact motor at an incomparable price, so I could afford the repair and I wouldn't have to change the footprint or replumb the connections. They confirmed my order, and withdrew my payment right away...but they had problems with my order...days into the order process, I called, because their "chat" does not function. Their people were professional, and very patient...and explained that their supplier was out of the product, but there were seven other possibilities. Days went by with no response, so I called again. Their response was immediate, and they were able to communicate what was taking place. I was assured that by Friday the seventeenth of July, I would have shipping information. My motor arrived on Monday in perfect condition. Patience, as these guys work through the Covid hurdles, is all it takes. They showed care, and persistence. Well done.
"
"Saw the poor reviews here but they also have a store on ebay where the ratings are much better - I assume because of more accountability? Anyway, ordered a Zodiac Baracuda G3 cleaner on 7/5 (Sunday) and it was at my front door by 12:48pm 7/8 Wednesday. Had it in the pool and running on Friday. So far, so good. I would advise buying from them via ebay, if possible. You can also get an extended warranty there at a reasonable price from squaretrade (although I chose not to do so)."
"July 1st I ordered Hayward ball valve. I was waiting for delivery for 8 days. July 8th I received email from Pool supply world. I have to wait another 2-5 weeks for this valve. I canceled the order. I don't need this valve for winter. They should not accept orders they cannot fulfill or should immediately inform you that you have to wait two months"