"I have had my share of returns. Amazon is great, others are great. However when I was making an order I scrolled back a few screen to make sure I ordered everything, and apparentry I order some parts again. So I emailed right away and said please cancel the redundant orders and that I only ordered one rebuild kit for my pool pump. They did not reply the next day at all. Then the third day I emailed them for tracking information that was not sent and to confirm the duplicate order was cancelled. They gave me the shipping confirmations but said they did not cancel the duplicate order. I said, no problem. Please provide a return shipping label so I could return the duplicate, then they said because I ordered it twice it was my fault. This to me is not customer service. I did not feel served at all, I felt as if they would rather shift blame than pay literally five bucks or less. I thought the customer was always right? I guess not in this situation. Hopefully more negative reviews of honesty will allow them to either change staff in customer service or change policy or both. "
"Ordered new DE grids arrived a day early at a great price!"
"Ordered a pool pump housing- no communication from poolcenter that the item was backordered/unavailable. 2 months later I finally received the part... damaged, because of course it was. I called to send it back for a non-damaged replacement, one week later no contact from the company. Called today, was advised to order it again while waiting for a return label as "it would be faster".
Seriously, how do you run a company like this? As always, was polite to the customer rep as it isn't their fault, but requested a refund with the return shipping label that had not been processed from my last call.
Do not use this company, I can't stress this enough."
"One of the parts I ordered came damaged because it wasn’t packaged properly I installed it because I had already taken the filter apart and they insist I take a picture so I recommend purchasing from Amazon because if you have a problem they will send another part without the hassle. Bad business on poolcenter.com the part cost $30 and my entire order was over $400 "
"I order some parts, they tell me 10 business days I will receive my order.
10 days come and go no parts. I call them and they say there was a problem and they reordered it. 4 weeks and several call later it finally shipped out Fedex Ground. It will be over a month when I finally receive my parts. On one of my calls I told them I would never order from them again. Their response was “that’s ok” seriously. What a nightmare. "
"I was very concerned discovering the other comments after I had already placed my order. I checked out as a guest and created an account afterwards for tracking purposes but the order didn’t show up in the account and the tracking number wouldn’t work. I sent an email to inquire but the order arrived the next day with the exception of one o ring which came the following day, all within 5 days. Everything was genuine Hayward parts as far as I could tell. They also responded to my email quickly. I was worried after seeing all the comments but had no issues."
"They shipped the wrong parts in the correctly labeled box , and took zero responsibility. Also: Note that the domain in the email address of the people that work there is '@intheswim' which is another online warehouse.
Based on the fact so many complains look the same, I'm positive they know they are cheating and this are not just operational mistakes..."
"I was shipped the wrong parts and they will not take them back so I had my bank reverse the charge and now they are out $206. HA HA
Do not order from them if you have any sense. read all the reviews, total rip off company"
"filter sent by them was the incorrect filter in the correctly labeled box.refused to take it back.will never shop there again!"
"I paid a premium and ordered all genuine Pentair parts. Imagine my surprise when the package came and I got generic parts from Leslie's Pool Supply store! Their answer was to ship it back at my cost. Like I should pay for their bait and switch!"
"We purchased a 16mil pool cover from this company in Nov 2016. Now in our second season, we have noticed the underside of the solar bubbles failing and falling into the pool. We wrote and we advised that the warranty specifically excludes "bubble failure" and thus warranty replacement was denied. We have a copy of the warranty which clearly sales NOTHING about "bubble failure". Stay away from this company"
"They never even acknowledged the order, but seemed to be able to charge my credit card the instant I placed it on-line. When I heard nothing, I called and a good thing because "we are switching over our system and it got lost in processing". Now they are saying it will take another week - for 2 tiny set screws ! I received my 33# replacement pump motor from another distributor already. Our whole pool system is waiting on these set screws."
"ORDERED A FEW O-RINGS, TWO OF WHICH WERE SHIPPED AS THE WRONG ONES. CALLED AND REQUESTED THE CORRECT ONES, A WEEK LATER THEY NEVER CAME. CALLED AGAIN, TALKED TO A SUPERVISOR AND HE SAID HE WOULD EXPEDITE THE CORRECT ONES. A WEEK LATER THE WRONG ONES ARRIVED AGAIN UNEXPEDITED. CALLED AGAIN, TALKED TO A SUPERVISOR AGAIN WHO REQUESTED I SEND A PICTURE OF THE WRONG O-RINGS TO HER. NEVER HEARD BACK. SO I CALLED FOR A REFUND. TOTAL TIME LOST, OVER A MONTH."
"Their site said my order would be processed in 2 business days and I requested 2 day shipping. No update in 2 business days and I called. Woman advised that coming from manufacturer and could take 7-10 days. Refused to guarantee refund. Asked to speak with her boss and owner and of course neither are available. Awful business. Should have checked reviews here before ordering from this 0 star company. "
"On the morning of 6 July 2017 I attempted to place my first order ever with poolcenter.com. Several times as I attempted to process the order an error message appeared “There was an error committing the order”. I attempted to process the order several more times paying by Paypal, then too the poolcenter.com system would not confirm the order.
Finally I telephoned in to place the order. The sales person explained their on-line order processing system was malfunctioning but he could process the order and have it go out from their facility in Illinois. The order qualified for free UPS Ground shipping, according to UPS they would require three days to deliver from Illinois. I explained (just as I’d entered in the message when attempting to order on line) “send to arrive between 10 July and 13 July. We visit our home Saturday night 8 July and stay for the week. So if you ship from Illinois by FedEx Ground then sending this out today would be fine, if you send from Florida then shipping Friday 7 July will be fine”.
I ordered, paying by credit card. As we spoke I was being bombarded by E-Mails from Paypal explaining the several payment attempts were each (at least four attempts) OK’d. He assured me that I could disregard the E-Mails, the order was in the queue and all was OK. I told my staff, some who check my E-Mail, to disregard anything from PayPal/Poolcenter.com as there had been some confusion, but the order had been straightened out by me on the phone.
On Wednesday 12 July I noticed we had not yet received the order. I went on line to poolcenter.com and there chatted with their sales staff, the woman informed me that the order had been put on hold on 6 July. She also explained that an E-Mail had been sent to ask me to verify the order was genuine. I asked to speak not simply to a Supervisor but to the Supervisor of the person who put the hold in place. I explained the order history to the Supervisor, and explained that I needed the order to be fulfilled as was promised when I placed it on 6 July.
The supervisor and somebody else there no doubt stepped in, saw this was an error and did what they could to rectify it. For me, it is a greater testimony to a company when a problem comes up than at any other time in the client-retailer relationship. I am satisfied that once alerted (I too should have thought to double-check with them in the days before), they care enough about their customers and their reputation to take measures, even when that means they would take some loss in the transaction. Hats off to Poolcenter.com management.
Martin"