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Don't buy SpaShield Hot Tub Covers
"Pool Supply World is great. The shopping experience, product availability, and prices are great. However, I did have an extremely bad experience with a product I purchased from PSW that was sourced from a manufacturer. In April of 2015, I purchased a new spa cover which was manufactured by Prestige Spa Covers (prestigespacovers.com) of Pinellas Park, FL, sold as SpaShield Hot Tub & Spa Covers . The item arrived with a 5 year warranty. No mention of any limitations on their web site. After 2.5 years I contacted them for a warranty claim on the cover because the permaseal vapor barrier I paid extra for had failed and the foam absorbed water. The vapor barrier completely disintegrated in the cover. The cover could no longer be lifted it had absorbed so much water. I contacted Prestige to file a warranty claim which they ignored until I contacted them by phone twice more and demanded a response. Their reply was that I had to pay over $100 in shipping plus the pro rata cost of new foam insulation for the cover. Why should the customer have to pay to ship their replacement when I paid for it to be shipped the first time.Horrible product, go somewhere. If PSW offers other products from other manufacturers I would consider them, but do not buy from Prestige Spa Covers in Pinsella Parks, FL."
WORST COMPANY TO DO BUSINESS WITH
"Place an order on 10/19, the item showed shipping in 24-48 hours. 11 days later I'm still waiting. I called customer service only to find out the item is on back order. I asked why is the site showing 24-48 shipping and they did not have an answer. When I asked for a refund the rep started to have an attitude with me, after insisting on a refund I was told refund will take 10-14 days to be processed. WORST COMPANY TO DO BUSINESS WITH. 11 days later I don't have my item and they have no idea when it will come in. Now I have to wait up to 14 days to get my money back. "
"My Paramount multiport valve base had cracked leaving my pool not able to circulate until replaced. Ordered one from pool supply world and received the wrong part.Contacted them and they advised they would not send the correct part until an rma was generated by their team and the wrong part was sent back. Meanwhile pool is turning green. Asked for a refund and ordered the part from AZ pools."
Customer Service ****
"I ordered four pool filters for my pool and received one filter that fits a spa tub. I called Kimmi at "customer service" and she put in a RMA request with the info. She requested a photo of the wrong item shipped to verify it. I sent it within an hour. Five days later and no response or return UPS label for the wrong filter. I called again and spoke with Catherine(?). I explain the problem again. The RMA guy finally looks at the info and photos I sent and sees nothing wrong. He must be a CA rocket scientist. I explained again what I purchased vs. what they shipped me. Shazamm! The light bulb went on after ten minutes. So now they will email me a UPS return label which so I can take the wrong filter to a UPS location and drop it off. I guess they are too cheap to have UPS pickup at my house. Once they get the package I will be shipped the correct filters supposedly. Don't bother. I called my credit card and filed a dispute and ordered new filters on eBay for the same price. Talk about sorry service. Don't waste you time with them."
Bad Ratings Deserved
"Ordered a connector for Polaris pool cleaner. Received a filter bag. Called customer service who sent me an email requesting a picture of product received. Complied. Have not received another response despite sending repeated emails requesting an updated status. Might be okay if you get lucky, but don't expect assistance when they screw up."
Failed to ship, customer service is non-existent
"Ordered an item required for my pool sanitazation, waited for a week and never received shipping notice. Contacted the merchant twice and only received a reply after 3 days! The reply was that they needed to check w/warehouse for status. That was the last time I've heard from them. The order deliver by date came and gone, I sent them an email cancelling the order. No response again.My pool has no sanitazation for 2 weeks now! This is the worst online store I've dealt with."
Beware of Restocking Fee for Returns!!!
"I ordered Pleatco filters for my Pentair filter. I had never ordered new filters before and was unsure about the size. I therefore put in my PentAirs model number and up popped the Pleatco filters. I promptly ordered thinking that this was the correct size (why would the wrong size pop up?) and the price was the best online. When I got the filters they were the wrong size. I emailed Pool Supply World where they told me to send pictures of the product. Pictures? Really??? They then informed me they would send a return label and I would be charged a 15% restocking fee PLUS $10 to return the item!!!!!! I emailed back and forth disputing these charges because let's get real....they will resell this item at the regular price and in the end they just made money off of me!!!!! They finally agreed to refund my full amount, but insisted that this was a one time only "courtesy" and will not do it again! Although I am appreciative for getting my full refund I will never order from this company again and would NOT recommend it. If you must order from Pool Supply World at least do it through PayPal so you have some sort of security if things go awry!!!!"
Possible chinese knock off pool filter
"Ordered A Sta-Rite pool filter cartridge replacement for my AGP. I received it in a timely fashion and it looks almost identical to my original filter but the media looks to be a cheap woven paper as opposed to a Heavier duty polyester of my current cartridge. Price was $100.00 cheaper than everywhere else which makes me suspect it may be a knock off, it was also missing the little plastic hose with screen that attaches to the top of the cartridge. Not worth it to return, gonna give it a shot and see how it works......."
Worst online retailer ever!
"They sent me the wrong cartridge filter and when I told them the model number was clearly different that what was on the order confirmation, they asked me to send them pics of what I received as if I was lying. I did send them picks and then their responses stopped. Horrible people!And I overpaid to boot..."In the swim" is where to go!"
Pool Supply World sells old equipment
"Pool Supply World sold me an old version of some pool equipment that they had in their warehouse. I am not able to use this equipment with the latest features because the unit they sold me was two years old when they sold it to me. The more recent version that I needed was out for over a year already, but Pool Supply World only had old stock and sold it to me as if it was the latest revision. I now would need to spend over $300 more to get the feature that I wanted to work. Pool Supply World told me that they sell whatever is in their stock, no matter how old it is, and they consider it to be the latest! Buyer Beware! If you shop with Pool Supply World you will get what they have in stock, even if it is years old and outdated revisions. They don't seem to care."
Beware of restocking fee
"Purchased their recommended replacement cartridge filters for my Pentair Swimming Pool filter ($170.00). I received a set of 4 Pleatco filters. When I went to install them they would not seat properly and therefore did not fit. After a weeks worth of back and forth emails with questions from their customer service department, they said they would authorize a return, and issue replacement Pleatco filters. I told them I did not want another set of Pleatco filters as there was apparently a production defect since the internal diameter of the filter did not allow them to seat properly. They said they would then issue a refund. When I sent the filters back they issued me a refund of $135. When questioned they explained the refund amount was less a 15% restocking fee and $10 delivery fee. When I questioned them saying I returned the product because it did not fit and it should be settled between Pleatco and them, they just reiterated that was there return policy regardless of who's fault it was. Won't be doing business with them again. By the way, this is Leslie's Pool Supplies with an alternative online name."
Restocking fee - really for a first time customer!
"I was a FIRST time customer in order a pack of 4 pool filters for my pool.The order came in and it was the incorrect size filter which is totally my fault.I asked to return these and I will reorder once I can find a number on my larger filter.Not only were they rude but is charging me a 15% restocking fee! You've got to be kidding.I told the customer service rep that I never opened the box, because I could tell by the size of the box these were not the right filter.She said that's our policy and we charge this to everyone who has a return.I can say this is the LAST time I will ever order from this company again. Evidentially they do not want repeat business and does not know the meaning of "customer" satisfaction!"
great customer service
"bought a polaris 9550 from these guys. The pool cleaner didn't work and so I called them and told them my issues with the product. They promptly sent me a new cleaner and a return shipping label for the faulty cleaner.I'm very happy with their customer service."
"After seeing all the negative reviews here, we were quite wary. However, after seeing that they are a Google Trusted Store, we decided to give them a try. We placed two orders...one for chemicals and a 2nd for a Dolphin robotic cleaner. Both orders were processed promptly, arrived quickly and in perfect condition. We are very happy with the prompt service received and would definitely order from PoolSupplyWorld again."
This company is a scam. Buyer Beware!
"I purchased a Hayward filter for $253.00. It didn't work properly right out of the box. In addition, it was missing the tool that loosens the filter housing. Their response was to contact Hayward directly.I have filed a complaint with the FTC Consumer Protection Agency."