"Ordered a chlorinator October 5th 2021 online, Cleary stated item is in stock. Usually ships 2-5 business days. Several emails and 4 phones and a month later I canceled order was told refund takes up to 72 business hours a week later still nothing. Very quick to take the money though. Unreal will never deal with this company again"
"I just felt compelled to write this review after previously reading other reviews. I'm in Grapevine, TX and we just suffered from this big freeze along with power outage. I ordered a new Hayward W3C5030 filter a week ago and it just arrived today. It was shipped freight and was here in a week. I could not expect anything better. I contacted/left a message the Thursday evening I ordered it online and Shaun at YourPoolHQ called me the following morning on Friday. Order was verified and he answered all my questions. He informed me if I didn't have a tracking number on Monday to contact him. I called Tuesday, had a 6 minute hold time then Shaun answered. He informed me my filter shipped already and then he emailed me the tracking information.
Communication was there; emails and phone. Received our new filter in a week!! Freaking awesome, especially since this is after the Texas snow/freeze of 2021 and many suppliers were out of these filters.
Shout out to Shaun and YourPoolHQ!! THANK YOU ALL FOR THE GREAT JOB!!"
"SCAM COMPANY Right after I placed my order my email was flooded with solicitations.
I ordered pool supplies on June 7, 2018. My credit card was immediately charged the full amount. I was given an order number via email and was told average delivery times are 2-5 business days/5-7 business days depending on shipping method. I started calling their office at the number on their email to me ***-***-****) on 6/25 when my order still had not arrived. Unable to leave a message (mailbox is full) and no one ever answered the phone, even though I called several times. Then I sent an email to ****@****. Never got a response. I finally had to go through my credit card company to get this charge removed from my credit card. the shipment never arrived; the company never contacted me. Right after I placed my order my email was flooded with solicitations. when you go to their website to file a review they don't even have it set up, even though they invite you to write a review."
"I ordered parts for my filter on May 30th and my card was charged on May 31st. It is now July 2nd and still no parts. I tried calling and there is nobody to answer the phone and no option to leave a voicemail. I have sent requests through the contact form with no response either. My order says it is still picking...has never shipped!!!!"
"Have been using for 6 years now, everything always arrives on time and the one shipping error was corrected within a day. Prices are half of my local store and all reps I've worked with are super friendly"
"Will NEVER use them again! Stay away. HORRIBLE customer service.
I placed my order early in the season. Due to pathetic packaging, the pump was damaged by UPS. I found this out 2 weeks later from UPS. YourPoolHQ did not even bother to contact me about this. I called them and they told me that the order was stuck in processing but would expedite it ASAP so I could get my new pump prior to opening. 2 more weeks go by and the wrong pump arrives. They called me, but the rep was completely unaware of the previous order not even making it to me. After PROMISING that it would be there in 7 days (when pool was to be opened), no delivery. It arrived a week later. On invoice was not even shipped until the promised delivery date.
I have since tried to get a refund, and they have not returned any contacts. The last contact I had was that they were going to charge me a restocking fee...which I refuse to pay given it took over a month for them to fill my order.
They have no idea what orders they have, make promises they can't keep and have a clueless customer service department."