Leslie's Pool Supplies’s earns a 3.4-star rating from 68 reviews, showing that the majority of pool owners are somewhat satisfied with products and services.
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Mixed Experiences with Leslie's Pool Supplies
As someone who loves taking care of their pool, I have had mixed experiences with Leslie's Pool Supplies. On one hand, their range of products is impressive, and I have found some great deals on pool chemicals and equipment. However, their customer service can be inconsistent. I've had instances where orders were canceled without notice, leading to delays in receiving essential items. Additionally, the quality of some products has been questionable, with parts showing signs of wear sooner than expected. Despite these challenges, I appreciate the convenience of shopping at Leslie's and the helpfulness of some of their staff. If you decide to shop here, be prepared for a mix of positive and negative experiences.
I bought a robotic cleaner from Leslie's since it was pretty expensive
I bought a robotic cleaner from Leslie's since it was pretty expensive. I figured if I had a problem I could go to a local store for help vs just purchasing it from some unknown on the internet. The product came on time, but was missing one set of filters. Their website shows two different sets of filters and the description says two filter options. To me that means there will be two sets of filters with the product, but only one set came in the box. I called the local store and they said the online business is separate and that I needed to call the 1-800 number. I did so and talked to somebody that was their "customer service". They took my information and said someone would be in contact with me. Some customer service. A few days later I still hadn't heard anything, so I emailed their customer service as well. I finally got an email back saying that the filters weren't included. I directed them to their own website for the description and haven't heard back from them. Pretty poor service. I wish I could do more than post this, but I hope others avoid Leslie's unless your looking for poor service.
The company I use for chemical treatment to my pool weekly came out and also backwashed the system which includes a DE Filter. Part of the backwashing process includes adding DE. Once the tech added DE he saw that the DE was not staying self contained in the filter system as needed but instead escaped out through the jets in the pool. He left me a note saying there was a breach in the filter or filter cartridge. I then called *** up since my warranty may cover the repairs. Your tech came out 8/11/22. I was with him during his entire inspection. He told me the pressure was fine and the water was flowing as needed so there was no breach. He saw no leaks in the tank. I mentioned about the test completed with the DE but he said he heard of no such test. He then left after charging me $108.71. My pool company came out for their weekly visit and I explained the above. He then showed me, my son and another tech how the DE came out through the system. I attached are photos my son took showing the DE coming through the jets into the pool.I must say, Leslies had no knowledge or did any such testing. Its a simple test. Leslies also did not inspect the filter or cartridges. I cant help but question if Leslies is trying to avoid there obligations under the warranty. I sent my concern's to Leslie's twice but as of today's date they have not responded.
I am thrilled with my instalation today
I am thrilled with my instalation today. The store manager was extremely helpful and the installers were professional and the job was done quickly. It works! Thanks!
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Pros
- Wide product range
- Expert staff advice
- Nationwide store presence
- Quality brand reputation
- Frequent promotions & deals
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Cons
- Premium Pricing Strategy
- Limited International Presence
- Seasonal Demand Fluctuations
- Intense Competition in Sector
i have been going to Leslie's for years but this week was the first time I was treated differently
i have been going to Leslie's for years but this week was the first time I was treated differently. I have an account, number ***, live In Surprise... I had a tech manually change the specs on my spa from 450 gallons, acrylic to 15886 gallons -pebble... That caused so many issues after I did my weekly chemicals... 11 pounds of Dry acid into a small spa plus others... What a mess! I called and spoke to the store and the biggest thing that got me was they didn't own the problem. That where I draw the line... I'm the customer and not the tech, testing my water, telling me what I should do, or what to buy... I had to drain my spa and start all over because no one would take responsibility or give me an answer. I now find myself trying to get ahold of someone and waiting on the phone for over 45 min, to be disconnected.. I called again and gave up as this is not how business should run. Here an insight tip: Can you guys get an online chat enabled on your app? It's easier than being on the phone. Who will take ownership or should i look for another alternative to leslies in the west valley..
The complaint has been investigated and resolved to the customer's satisfaction.
Ordered a solar cover reel (item# ***) for $286.93 total price.I only received 1 of 2 boxes that included the legs / reels.Box 2 that contained the 20ft tube assembly did not show up.I spent a long time with some Pakistani chat person trying to get a refund and then they didn't refund me the full amount. They kept the tax and shipping amount and REFUSED to give it back.I filed a fraud charge against them with my bank and got a full refund issued from them!How can this company still be in business when they have 152 closed complaints in just 1 year?!?!? Makes you wonder how many weren't even reported.I'll never shop at this store again.
I worked at leslies for about 2 years in ***. Unfortunately I had to quit. The woman manager at the *** store was abusive towards the employees, treated the customers like garbage and always had an attitude. She only treated people she like with respect and courtesy! Everyone else was brushed off or given attitude. Everyone else I ever dealt with in the company was wonderful! I never met such a rude and miserable manager in my life. I have no idea how there could be someone managing a store for that long and nothing done about.
Technician *** was supposed to come today between ***. Got a text that he was on his way along with a link to his real time location. Was at home and then noticed that about 10 minutes later the link stated that there was no longer any technician on his way. Waited another 20 minutes and nobody shows up. Called Leslies and dispatch stated That *** said there was a gate and couldnt get through. As it was only 1:15 I asked if he could come back? Dispatch said no, the *** said he was done for the day! I then called the local *** location and they said they would see what *** is up to, and of course got no call back either. First of all, I was home the entire time and all he had to do was call. Second of all, if he actually tried a little he would have seen that the gate has an electronic directory that had my name in it and I could open the gate remotely if notified. Thirdly, even if he had neither my name nor my phone number, he should have reached out to dispatch or Leslies, which had all my info. The fact of the matter is he was lazy, it was a Saturday afternoon and he wanted to be done. I wasnt born yesterday. Is this the type of tech you want putting in a new pool pump? Nope, Im taking my business and all future business elsewhere.
Bad customer *** with poorly trained staff and unwillingness to take any responsibility for the fact that every time you go in there, a different staff member willl give you completely opposite advice.The last time I went in after having spent over $1500 on pool supplies/chemicals in the past year I had been having an ongoing problem with algae in my pool. For over two weeks Id been going in to *** for help. Every time I went in someone else would give me different advice/direction. Nothing worked. Finally even though the manager of the store heard one of his staff members giving me absolute incorrect advice and corrected him, when exasperated I expressed my concern and frustration that I was being given constant conflicting information and was still unable to use my pool (which I bought from them) I was met with hostility and bullying. Worst experience ever. I then reached out to their corporate office who gave me a talk the talk but no walk the walk bunch of bs. Frankly *** falls in line with most companies and businesses these days where customer *** is almost non existent and you feel like you are being done a huge favor for spending your money in their store! Im a huge spender across the board but lately Ive gotten so disgusted with the lack of general decent service instead of being excited or happy when I think of a new purchase I dread it.
Dear Valued Customer, Thank you for taking the time to share you recent experience. We pride ourselves on excellent service, and we are sorry to hear that we did not meet your expectation. There has been a significantly higher call and email volume that has lead to delays. We realize that some time has lapsed since you shared your concerns. Did you still need assistance on your Spa? Regards, Leslie's Customer Care Team
I worked at leslies for about 2 years in ****** **
I worked at leslies for about 2 years in ***. Unfortunately I had to quit. The woman manager at the *** store was abusive towards the employees, treated the customers like garbage and always had an attitude. She only treated people she like with respect and courtesy! Everyone else was brushed off or given attitude. Everyone else I ever dealt with in the company was wonderful! I never met such a rude and miserable manager in my life. I have no idea how there could be someone managing a store for that long and nothing done about.
The rudest customer *** person ever to come in contact with. Told me I didn't get to the point fast enough and said she didn't have time to sit on the phone and answer questions and then hung up on me. She then hung up on my wife when she tried to get her name. I believe its ***. Obviously this has been going on for years and the owner doesn't seem to care. I'm calling I try to reach the owner. Something has to change.
At the store I inquired some information about changing the pools water into salt water, I was told their promotion was $99 installation, and they can send someone to my home and give me a quote for free, only to find out that was not the case, and the sales person was nice absolutely no complaints about him, he did not charge me the service fee of $39, however, there was no service. So, I decided against that but I decided to only upgrade the electrical section of the terminal, this way I can use the app instead of the the wall terminal, so I ordered the part. Evaluation date 5/26/22 I scheduled service and after 2 weeks back and forth about the charge for installation they agreed to come, however, someone cancelled my appointment and rescheduled few weeks later. Original appointment 6/18/22, rescheduled appoitnemnt 07/05/22 So, I called and called and bagged to have someone on the appointment day because it was interfering with my work-traveling schedule. Mind me, no one called me back. I decided to wait till my new appointment. Well, again no one showed up, and I called to inquire why my appointment was cancelled, no one has a clue. STAY AWY FROM THIS COMPANY, THE WORSED SERVICE AND CUSTOMER *** EVER. WHEN YOU CALL THEM, THE *** IS EACH TIME IS DIFFERENT NO KNOWS ANYTHING
I had a bad experience going to store on *** and *** in ***. *** on the day shift rudely left me in shock after leaving mid sentence for another customer. *** from cypress did not apologize or share he would be back to help us. I do not recommend going in if youre trying to get any help. *** will walk away from you.
I been going to Lesliess for over 20 years
I been going to Lesliess for over 20 years ..Most of Lesliess hire inexperienced help.,My first time at the 43 rd store the guys knew exactly how to solve the problem.. They were out of the part and picked it up at another *** and had my filter grid assembled the next day..They were great
The complaint has been investigated and resolved to the customer's satisfaction.
We requested a contract with Leslie's to install a pool Pump and a filter on 9/27/2021. This replacement was signed on 9/29/2021. A Jacuzzi pump and Cartridge Filter was installed on 10/5/2021. It was paid for and installed very fast. We have done business with the store on ,,,,,,,,,,,,for many years now.I started calling them regarding the water leak on 6/6/2022, it has a 7 year warranty. Servicemen was here 6/11/2022, he inspected and said he called the manager because they have had problems with this pump cartridge filter. That he would be back out in a few days to a week to fix. The servicemen advised us how to run the pool pump less time because it was leaking a lot of water, that he felt bad he could not do anything to stop the leaking. At the time I advised how much water had been leaking and also the water was not circulating so it required more chemicals. Leslie's answering customer *** ,,,,,,,,,,, is possibly out of the country, very difficult to understand, but left message on 6/16. I decided to call corporate office on 6/21/2022, all they would tell me was that someone would call me back.Did not get any call, so we called back and requested to speak with someone, my son spoke with a ***, they advised someone would call us back in a day or two, no call. Today I tried calling and either they blocked my phone# or the person that answers does not want to take my call. I used my son phone to call and they picked up the phone and I asked for,,,,, and ,,,,,asked how she could help, I gave her the information and requested a date that the pump would be fixed, her reply was when we get the parts. Corporate ph# ,,,,,,,,. ext ,, ,,,,,,, ext. I advised her the water and chemicals are very expensive and the damage that it is doing to the pump pad, water going under house foundation, the pool getting algae, who is going to pay for that.The customer *** from corporate is very bad, they get an F rating.
Leslies has the WORST customer *** around! First off, please hire people that can communicate clearly. Your customer *** people can barely speak English and mumble when they speak. When I asked to speak to a manager I got put on terminal hold, only to be told there were no managers available - what kind of customer *** has no managers?I purchased a brand new Hayward filter from Leslies and as soon as it was set up it began to leak. I went to my local store to see what I could do, and tried their suggestions - still leaking. I called Leslies to see what my options were as this filter was less than a month old and they said I would have to go to the manufacturer - even though they shipped me a defective product!. Then I was told I could return it - box up quite a large filter and send it back. DO NOT BUY PRODUCTS FROM LESLIES!
We scheduled a Leslies service technician to come look at our pool after a sudden and significant drop in pressure after a recent vacuuming. Normally, the pressure reads around 20 psi but it was now reading under 10psi. There was poor suction at the skimmer and weak pressure coming out of the return lines. The technician arrived on time and I briefed him on what was going and what I had checked up to this point. The technician tightened a few joints, turned the pump on, and said it was running better. I checked the suction at the skimmer and pressure coming from the return lines and advised the technician that it was running no better than before. Additionally, the pressure gauge was now reading around 5psi. The technician told me the low reading was because my pressure gauge was bad. He told me hed go get a new one, a $17 charge he did not inform me of ahead of time. He then told me my options were to replace the ball joints and/or replace the pump. I informed the technician that I replaced the pump motor last year and he told me they only last 1-3 years and that the bearing was probably bad. The technician provided no assurance that the $1700 worth of repairs he suggested would resolve the issue. We ultimately decided we were not comfortable moving forward with the solutions. The next day as a last resort, I disassembled the pump and discovered a clogged impeller. I cleared the debris and my pressure has returned to normal. I additionally checked my old gauge which read near the same as the new gauge installed by the technician. I paid $215 for what Leslies calls an expert technician to come out, say the issue was resolved in 10 minutes, subsequently recommend nearly $2,000 worth of repairs for me to discover on my own the issue could have been resolved in around 15 minutes. I was very disappointed in the service provided and will not be using Leslies in the future for any repairs or installations.
I had a horrible experience as always with this store on East West Connectior in ***. My sister was sent to the store to test the water and my mom asked to talked to the lady that tested it to see why we might have too much *** in the water and she said things like I dont know its not my pool and I cant trouble shoot it over the phone now cant I. I was sitting there as she accused my mom of having a foul mouth towards her. She was beyond rude and I cant believe she works in customer ***. This is the third incident and three times your out. I will be contacting corporate.
We are so happy to hear about your experience! Thank you for the positive feedback.
***** at ************ store is outstanding!
at *** store is outstanding! Always pleasant and very knowledgeable. Thank you
Very impressed with service tech ****
Very impressed with service tech ***. He went above and beyond to fix our leaking pump when it was determined that a new replacement would be unavailable for months.
Howell, New Jersey Fantastic Service!
Howell, New Jersey Fantastic Service! They are never trying to push products that you don't need. You bring in your water and they tell you exactly what you need.The first day I walked in looking for service i was treated with the utmost respect and understanding. Gayle the manager was very knowledgeable and detail oriented. She listened to all my concerns and request for a clean and safe pool.I received the greatest service, always prepared and knowledgeable and willing to go the extra mile when explaining what needs to be done to the pool. I have and will continue to highly recommend Howell's Leslie's Pool Store. Gayle Thank you for the outstanding service. Due to COVID-19 Howell store is not open and I have to use the Brick store Hoping the Howell New Jersey store opens very soon
The complaint has been investigated and resolved to the customer's satisfaction.
Dear Valued Customer, We are very happy to hear about your experience in our Howell, New Jersey store! We will pass this feedback along to our Leadership team. Thank you for reaching out and sharing your feedback! Regards, Leslie's Customer Care Team
Terrible Customer Service and Refund Policy: My Experience with Leslie's Pool Supplies
I had a really bad experience with Leslie's Pool Supplies. Their customer service is terrible and I wouldn't recommend buying anything from them. I tried to cancel my order, but they wouldn't refund me. They shipped it anyway, even though I didn't want it. When I tried to return it, they refused to take it back. It was a total waste of my time and money. I won't be shopping with them again.
Disappointing Prices and Advice: My Experience with Leslie's Pool Supplies
I stopped asking them questions because they always gave me these weird answers that didn't help at all. They never have what I need for my pool, and when they do, it's way too pricey. I mean, come on, I'm just trying to keep my pool clean and enjoyable for my family and friends. It shouldn't cost an arm and a leg. I've had to go to other stores to find what I need, which is a real hassle. I wish Leslie's Pool Supplies would step up their game and offer better prices and more helpful advice. It would make my life a lot easier.
Great Service at Leslie's Pool Supplies in Vacaville - Thanks to Jordan!
I went to Leslie's Pool Supplies to get some parts for my pool. I went to the Vacaville store and Jordan helped me out. He was really nice and took the time to find the parts I needed. He couldn't order everything, but he told me where to go online to get the rest. I was really happy with the service I got from Jordan. He did a good job.
Terrible Customer Service Experience with Leslie's Pool Supplies: Missing Hot Tub Cover Replacement
So, I got myself a hot tub from Leslie's Pool Supplies back in June. It was all good until September when I saw that the cover was messed up. I called them up and they said they'd send me a new one. But it's been over four months now and I still haven't received anything. I tried calling the sales guy who promised me the replacement, but he's not answering my calls anymore. And when I tried emailing the corporate office, they didn't reply either. This is the worst customer service I've ever experienced. It's really frustrating to have to deal with this kind of situation.
Poor Customer Service and Product Quality at Leslie's Pool Supplies
I recently had a not-so-great experience with Leslie's Pool Supplies. I purchased a pool vacuum that unfortunately didn't work. I decided to take it back to the store, but the manager didn't seem to want to help me out. He claimed that the vacuum wasn't broken and even pushed it around on the floor, making a horrible grinding sound. I had the receipt and it had only been 8 days since I purchased it, but he still refused to take it back.
The manager then went on to blame my pool for the vacuum not working, which I found to be quite frustrating. I took his advice and had my pool inspected and fixed, but it ended up costing me more money than I had anticipated. The pool repair confirmed that the vacuum was indeed broken, but by that point it was too late to bring it back to the store.
I was disappointed to find that Leslie's Pool Supplies seemed to care more about profit than their customers. While the staff was helpful, knowledgeable, and polite, they seemed to be more self-serving than anything else. They made promises that they didn't keep, such as having the vacuum representative come out to take a look at it, which never happened.
It's also worth noting that Leslie's Pool Supplies is not a family-owned store, which may explain why they couldn't even get the pool volume correct when they tested it. Overall, my experience with Leslie's Pool Supplies was not a positive one. I wouldn't recommend this store to anyone looking for quality pool supplies and customer service.
Leslie's Pool Supplies Complaints 38
On September 9, 2021 my pool remodel was completed and ready for a start up
On September 9, 2021 my pool remodel was completed and ready for a start up. Start up chemicals are crucial after a new finish. Once the pool was filled with water, I went to Leslie's were I shop most often. I met with the Manager *** and told him I needed start up chemicals for a new finish and showed him a picture and advised the finish was Hawaiian Gem. I left with several chemicals and followed what *** advise me to due for three days straight. However, I noticed something was happening to the finish (pictures attached) and went back to ***. *** then tried to tell me I have to buy all the chemicals again and repeat the schedule. Something did not seem right so I left and went to another pool supplier and they said those were the wrong chemicals, they should not have been used. I then called the company, Turtle Pools who did my pool and they said the same. Turtle Pool then called out the Manufacturer who supplies the pool companies to come look at the pool and they also stated that the chemicals are what caused the finish to look the way it does. I also lost my ten year warranty on the finish that day the manufacturer came out for adding improper chemicals. I had made several calls with Leslie's customer *** and email exchanges. Leslie's did an investigation on this matter and feels a refund of $71.00 for chemicals would fix the issue. I will not except the refund so that they can say this is a closed issue. Attached is also a copy of what it cost me to have my pool refinished and the only way it can be corrected is to have it re-done. This was unfortunate that I was given the wrong chemicals and unfortunate that my new pool finish looks the way it does over this mistake. At this time I am holding Leslie's accountable for there mistake and will take this further if necessary. Leslie's can send out a representative from there own company to see the damage if they would like to. However, I want the damages that the chemicals caused to be re-done at there expense
The complaint has been investigated and resolved to the customer’s satisfaction.
from Leslie's pool *** .. *** pools *** and have racist undertones. I've requested on 3 separate occasions , that I be cintact by a sup or management about the horrible service I've received since the 1st pump was replaced in March. No call ..2nd pump replaced and it doesn't work. *** isn't responding and the last case I opened, Leslie's reply was a complete and total lie and yet no one has called to get anything cleared up. I've asked for a full refund 2 times..
i went into Leslie's Pool Supply #*** in *** for a water test and to purchase pool chemicals. On attempting to complete the purchase the store POS said that my debit card was declined, knowing there were sufficient funds we tried again and it was declined again. I checked my *** of America app and there was an approved transaction in the amount of $310.52 that had been approved. The store manager said I should call the bank. The bank said the store needed to record the sale or issue a refund.The store manager was unable to do either. I left without my chemicals. On 4/27 the charge posted to my account (went from processing to posted). I contacted both the store and the 800# for Leslies. After much run around and significant delay I was finally told that their treasury department was issuing a refund on 5/2; that it would take 5-7 business days to post to my checking account. It has now been longer than that and I have not received my refund. I wish to have a phone conversation with an upper level manager at Leslie's corporate offices. I further wish to have Leslie's purge all of my customer information from their records as I will no longer do business with Leslie's.
Date of Transaction: 5/29/2021 Purchased a replacement salt cell for the pool the purchase price of the salt cell is $539.99 not including tax.The salt cell went out two weeks ago but was not identified until the pool began to turn green and adding salt didnt help. An average salt cell life is 3-5 years. This one made it just under 2 years.We have requested either a replacement cell for the pool or a discount ordering a new one. I called the store location and was told there was only a one year warranty. (all other cells have 3 year warranties. ) I was given the run around. I called the corporate office three times in 30 minutes and also given no assistance. This is an expensive part and should last longer then just under two years.
We gave the customer the correct chemicals for a startup and she most likely applied the chemicals the wrong way because she did it herself.
In April of this year, I contracted with Leslie's Pool Supplies/Leslie's Pool Mart of Lombard, Illinois, to install a
In April of this year, I contracted with Leslie's Pool Supplies/Leslie's Pool Mart of Lombard, Illinois, to install a new swimming pool filter and pump. The technician installing the pump failed to apply PVC glue to one of the fitting connections. Consequently, the connection disconnected throughout the night, draining water from my pool into my yard. Typically this issue could be solved with a hose refill, but I live in an unincorporated area that has rusty well water, and I have my water trucked in to fill my pool. The cost is $400.00 per truckload, and my pool will take four trucks of water, it's a 25,700-gallon swimming pool. I called the customer service line and spoke to a person named ***, who was very helpful. ***ispatched a service technician within 36 hours and fixed the issue. *** assured me that my cost for the pool water would be reimbursed. In April of this year, I contracted with Leslie's Pool Supplies/Leslie's Pool Mart of Lombard, Illinois, to install a new swimming pool filter and pump. The technician installing the pump failed to apply PVC glue to one of the fitting connections. Consequently, the connection disconnected throughout the night, draining water from my pool into my yard. Typically this issue could be solved with a hose refill, but I live in an unincorporated area that has rusty well water, and I have my water trucked in to fill my pool. The cost is $400.00 per truckload, and my pool will take four trucks of water, it's a 25,700-gallon swimming pool. I called the customer service line and spoke to a person named ***, who was very helpful. *** dispatched a service technician within 36 hours and fixed the issue. *** assured me that Leslie's Pool Supply would reimburse me for the cost of the lost water. I have tried to call *** on multiple occasions, and I even called the company's CEO, Lawrence Hayward, to voice my complaint. As of this writing, a person did contact me to say they were sending a check, but I have not received it. This issue is sad. I have spent thousands of dollars with this company over the past four years, and their lack of customer focus has now given me a negative opinion of this company. I think I will choose to spend my money with a company that takes care of their customer.
The complaint has been investigated and resolved to the customer’s satisfaction.
We called for an pool error of no salt level reading. The tech came out and said control panel went bad not reading amps. We ordered a new one and Within a week he installed the new control panel. After the installation we received new errors of pool temp error and water sensor open error. He was looking at the display board and dropped it and broke. He replaced the display board free of charge and taped it back on but then we noticed the pool heater wasn't working. It was working before he touched anything. We mentioned that to him and he accused us of lying and trying to get a new heater. Words were spoken and he kept lying about what he was doing. He had no idea of what he was doing. We asked him to leave. That was June of 2022. When we opened our pool in April 2023 our pool guy who installed our pool after hearing what was done in June told us we needed a certain part which was the water sensor hence the error from the beginning that Leslie's tech said replacing that part was not a big deal. When our pool guy came to install that part he noticed that the wires were not connected properly and that the clips to the display board were missing. That's why he taped it. That wire not connected was to the heater. Leslie's tech did not reconnect that wire and that's why the heater wasn't working. Our guy reconnected it and it worked. All this cost us about 1200.00 and our problems increased to more errors that he never fixed. We have documentation of the conversations and the receipts.
11/19/22: A pool pump motor was returned to Leslie's Poolmart. The motor was originally purchased 2/8/22 for $333.24. It was returned because it stopped working and it had a 1 year warranty. Leslie's determined that it was covered under warranty and it would be credited to my credit card acct ending in *** (Return Confirmation Order SLE49110). They said I needed to re-order a new pump which I did. A different credit card was used to purchase a second motor for $333.24 on 11/19/22.1/2023: My credit card statement did not have the $333.24 credit. I called Leslie's Store 529 and they said they didn't know why and that a credit was issued.1/15/23: I filed a dispute with my credit card company BOA (Claim ***) against Leslie's Poolmart.3/22/23: BOA credit card services denied my claim stating they cannot intervene in situations involving a merchant's return or refund.3/23-3/29/23: several attempts to call and email Leslie's Poolmart Store 529 speaking to Mgr. *** and *** I have not received my $333.24. They now say I have a Store Credit, but I do not want a store credit. If a store credit was to be issued then I would have used that to buy the second motor. The store manager agrees that we should receive a credit, however, she is not the one who can write the check. Many detailed emails have been sent requesting a refund. I hope you can help.
On Monday, May 1, 2023, I attempted to place an order on the Leslie's Pool site for $346.49 using my available Pool Perks of $256. The first attempt returned an error, so I re-attempted. The second attempt produced hundreds of errors that scrolled down several screens on the page, so I immediately called support. After speaking with support and them investigating, he finally said "Ok, just resubmit the order without trying to use Pool Perks, then give me the order number and I will credit the order". I resubmitted and provided Order # WLP0991667. Then he said that it can take *** minutes for it to show up in his system, but he'd credit it as soon as it appeared.After several hours, it still wasn't there, so I contacted a chat agent. After speaking with her and her re-doing the investigation, she then guaranteed to me in chat (I have that transcript) that I would receive the credit back. Shortly after that, she called me back to tell me that I will only receive a credit for $69 instead of $256 because they couldn't find all the Pool Perks. So, I told her I have a screenshot showing the $256 - she sent me an email so that I could reply and provide the screenshot, which I did. Then she told me "Ok, you'll receive a confirmation within 24 - 48 hours".It is now Thursday, May 4, 2023 and I still haven't received any further communication or any credit on that order. Please provide the $256 Pool Perks credit as promised.
I was at Leslie's in ***. around 2:00 pm 5/6/2023 getting my water tested and buying supplies for my pool. The new associate that was recently hired was helping me with getting my water tested. After the test was completed the manager (I assume) begin to talk to me about the result of the test. He then informed me about what I needed to get and how to use it. It was a lot of information to process at one time at the checkout window. I as him how to use 1 of the products again. He (the manager I assume) then to proceed with an attitude telling me that he already told me how to use the products. So after the transaction, my sister informed him that he was extremely rude and he didn't have to act that way. He then proceed to yell at us telling us to get our black a*** out of his store. I contacted *** number at *** and the customer *** representative said "so what do you want us to do about it".
Hello ***,
We sincerely apologize for any miscommunication or delays in resolution.
As you know, the Regional Service Manager has been in contact with you to discuss the requested resolution. It is our belief that we were able to resolve your issue satisfactorily.
Once again, thank you for your feedback and we look forward to exceeding your expectations in the future.
Regerds,
Leslie's Customer Care Team
Jacuzzi filter
Bought a new jacuzzie pool filter 4 years ago. 800 dollars. Came out of house yesterday to find the filter hose burst anf i lost alot of water. Called for part at my local store, rude lady said we have no hoses. Tryed to buy online, amazon, etc. Couldnt find model or part. Called jacuzzi and they said its a leslie filter and they paid jacuzzie to use there name. WHAT? I BOUGHT A JACUZZIE, not a store brand! Seems illegal to me. I called leslie and no return phone call, no hose. How can you sell a copy of a brand ?
Is Leslie's Pool Supplies Legit?
Leslie's Pool Supplies earns a trustworthiness rating of 100%
Highly recommended, but caution will not hurt.
Leslie's Pool Supplies has received 8 positive reviews on our site. This is a good sign and indicates a safe and reliable experience for customers who choose to work with the company.
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Lesliespool.com regularly updates its policies to reflect changes in laws, regulations. These policies are easy to find and understand, and they are written in plain language that is accessible to all customers. This helps customers understand what they are agreeing to and what to expect from Leslie's Pool Supplies.
However ComplaintsBoard has detected that:
- We conducted a search on social media and found several negative reviews related to Leslie's Pool Supplies. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
Store Manager, Gary.
I am a customer at your store located in Lucas Texas Store # 1078. I spend an average of 3K per year there. On 3/26/2023 3;15pm I entered the store to get my water tested for my pool, and to purchase a few items along with chemicals. I was approached by Gary who said to fill out a document and place your water bottle in the proper area. I had never done this in the past, but I did so. Gary said it was the process. I responded with no problem, I was just surprised because I was the only one in the store. He started to complain to me that it gets busy sometimes and the process helps. Once my water test was completed. I asked for a detailed explanation of what I need. I also asked if he can explain what baking soda does to a pool, and how it would affect my current pool status. Gary got very rude with his response and said our system test is for only our chemicals only. I repeated, I just was asking about the affects of baking soda. He repeated the same thing with a agitated demeanor. I asked him to be a little nicer, and I added that in the past the workers have always been nice and helpful. He then got more agitated. I responded with, I don't need someone to be rude to me and that I will go next door to Walmart to buy my chemicals. He said good, and goodbye.
Desired outcome: I believe this Manager needs to be spoken regarding this event and or even trained on customer service.
Customer service
I sent to the Leslie Pool store in Hanover, MA, Store Number 343. I arrived a 3:50 PM and the sign on the door said the store was open until 4:00 PM so the clerks had locked up early.
I wanted to drop off my Polaris pool cleaner [censored] I had a trouble light on the cleaner and the Polaris help line said that this was the closest service technician.
Since the door was locked, I knocked on the door as I observed two clerks at the counter. A red headed young man waved me off saying it was past closing time. I answered that I just wanted to drop off the Polaris and it was not closing time. He then told me all stores closed 10 minutes early and didn't I realized they had been closed for two months and they didn't have time for service. I responded that the Polaris people told me this was the only service center within miles. He then said fine, but it would take months as there were over 12 people ahead of me and they did not have the time to work on these items.
I decided not to leave my Polaris as I was concerned it would be lost as this fellow was annoyed that I made him open his door.
Desired outcome: I would like my Polaris looked at in a timely manner to see if it can be fixed. The Polaris help line said it would take only a few minutes to connect it to the diagnostic equipment to determine if it could be repaired.
Pool pump motor
We had Leslie’s replace a broken pool pump motor, it is now broken but should still be covered under warranty. Issue is they refuse to send anyone out for over a month, obviously a pool cannot go without a pump for that long. Everyone is extremely rude and unhelpful we will now be forced to buy a new one from another company.
Desired outcome: Leslie’s to service pool asap or refund money costs to have another company replace
Customer service
I have been trying to get a service quote for over 2 months. 3 people and a few personal visits to the store asking for direct communication and still no response. I would really like to get this taken care of as soon as possible. My pool is dark and I cant see the bottom. I have small kids and I'm very anxious about it. The pump is broken and needs a part...
Read full review of Leslie's Pool SuppliesOrdered an item that was NOT in stock, said it was.
Online order to pick up a pool cleaner at local store. Called the store to see if I could pick it up. Was told it was NOT in stock within 200 miles. Online chat said it would be in today and gave me a tracking number (3 days later). FedEx has not yet received the cleaner (900miles away). It is NOT going to get here today! ONLINE said it was in stock at store location! Also, where are my pool perk points (48) that checkout said I earned? Very disappointed with online. Store was not much better, "it happens all the time" was all I got from them.
Desired outcome: Something more than what I got!! Could have offered a BETTER pool cleaner OR have told the truth, it was NOT in stock!
Bias displayed in helping certain customers
I went to the store for the 1st time on 05/08/21. There was 1 person working in the store. I waited patiently (30 plus minutes) while he explained in excessive detail how pool filtration works, many times repeating context. I waited while he engaged in random chitchat. I even waited while he explained things the white, male (maybe 50) customer had not even asked about. I thought well maybe he's just a talker. Then he comes to me. He looks at my paper, throw a couple products on the counter, and check me out, with little to no explanation. The little bit of explaining was a probe from questions I asked. Less than 3 minutes. I came back the next day 05/09/21 (Mothers' Day). This time he had a trainee helping a customer (white, male maybe 50 again). This guy (probably a manager) starts my test and in the middle of it stops, sits everything down and proceed to interject and take over the trainees' customer. The trainee completes my test, while once again the guy rambles on to the other customer for more than 30+ minutes, while I stand at the counter waiting for my results to be read. When he finally comes he says you just need to add the acid. Thats it! no engagement, no explanation. No dragged out crash course on how the chemicals work (which I needed). NO NOTHING! So, I snapped. I asked him why is it you stopped my test. He says I didn't do your test. I told him that he was lying and that he started my test and walked away to help someone else. I told him I don't know if its because I'm Black, Muslim (wearing my hijab), or honestly a female. Because each time he ignored me he was chit chatting and ad lib to a Caucasian. He asked if he could speak and to calm down that he had a trainee and have to bounce back and forth. The problem is that he didn't have a trainee the previous day and the previous day there were no customers after me. So it was an excuse. I told him whatever his issues were Black, Muslim whatever he needs to figure it out TODAY! This is the store closest to my house. I told him I EXPECT the same treatment as any other customer. Period! And he had given up his chance to talk when I asked him to explain my test and he had little to nothing to say~ Thank You,
Dr. Patrice Gurley-Draine, CRNA, DNAP
Desired outcome: Culture, Race, Gender Sensitivity training
Bad Product
Our Rayner Pool cover Bought through Leslies Pools disintegrated On the top side after 1 1/2 years and neither company will stand by the warranty. We are senior citizens who have been ripped off for $2300.00 and they kept the cover. Both these company's should be ashamed of their horrible service and product...Robert M. La Quinta Ca.
Bad advice
I have had a pool all my life have trusted leslie's pool for many years but just like many stores its all about money not customer satisfaction. I had a problem with my water alkilinty was very high but the water was clear had trouble making adjustments to PH. They tested my water advised me to add chemicals now my water turned green went back. They said oh, oh lol add this it will fix the problem after 7 days no improvement only money wasted. This we asked for the manger he said dont follow my other employees advice lets do this instead after 10 days water only got greener and thicker and of course hundred's of dollars later. Went back and ask for a refund because all of that chemicals did not fix my problem. I was told no refund could be given well I'm puzzled there policy is posted all over the store SATISFACTION GUARANTEEDI F YOURE UNHAPPY WITH ANY PRODUCT PURCHASED AT YOUR LESLIES STORE SIMPLY RETURN IT WITH YOUR RECIPT WITHIN 14 DAYS for A FULL REFUND OR EXCHANGE wow im not happy I still have green water.. So the best thing anyone can do is go to walmart buy a product made by hth green to blue it works and only cost $13.00 we should all sue Leslie's for false advertisement make them remove all signs with that guaranty policy its a gimmick to make you feel secure and buy more stuff.
The complaint has been investigated and resolved to the customer’s satisfaction.
No return
On 5/24, my wife went to Leslie's to buy 3" chlorine tablets, shock chlorine and Phos Free. When she got home, she realized I had already picked up tablets and shock chlorine. I called Leslie's and they refused to take the chlorine back, even when I told them that they were still in the vehicle where the store person had set them. I have a couple of kids in college and every couple of hundred dollars really makes a difference. Poor customer service, in my mind that they didn't take it back, ...I will never use them again and I am looking for avenues where I can spread the word about their "once you take it out the door, it's yours" attitude.
I went to see about getting new cartridges for my Hayward filter system and gave the salesperson the information. She looked up the part to see if it was in stock, then tried to sell me a different one at twice the price, insisting it was the right one. I ended up buying the correct cartridges online at less than half the cost and with FREE shipping. I plan on buying all my pool products online from now on.
Those are volatile chemicals. It would be stupid to allow them back in the store. They don't know where they have been or what's happened. They could react in the store releasing poisonous gasses or reacted with other chemicals. They are oxidizers after all. This complaint shows the sheer lack of intelligence by most consumers.
Poor service
Although the store here opened almost 2 years ago, I never heard of it until happened to drive by. I was impressed with the one employee I dealt with and purchased a $900. Dolphin pool cleaner. I went back to purchase a leaf cover & was told they had non in stock but could order from another store. It was a Sunday & they said would probably arrive on Weds and they would call. I called Thurs. and was told it wasn"t in. Called again on Friday & was told they would check on it and gt back to me. The following Tuesday I stopped at store. Employee told me it was in but they couldn't find it. I said either find it or give me a refund. After some time I heard the emploee tell another it was never sent from the other store. He then asked me for my credit card to give me refund. No apology, no sorry, no we get one overnight for you. I left went online & found InThe Swim has same cover for $60. less. I had it on my porch waiting 2 days after ordering by regular UPS freight. Leslie's has lost me as a customer. I will drive to the next town and shop Pool Warehouse or other pool store. Leslie's didn't even stock enough chemical's for my pool. I use Baquacil, not chlorine. Highly recommend. Get lots of compliments on my non chlorine pool.
The funny thing is Leslies Pool bought and OWNS "IN THE SWIM"! So you still bought it from the company you dislike... How funny
Beware when returning products
I ordered the Pool Blaster Catfish hand vac. It clearly says it is for small pools/spas. I intended to use it for my pool. We charged it accordingly and went to use it. We quickloy determined it was not for pool use as it is clearly to small and has little suction. We put it all back together in the box just as it came. I called Leslie's to return it, they informed it there was a restocking fee of 15%. I will never order from them again! So Long LESLIE's! This is how you treat your regular customers.
I ordered a Pool liner last year after 30 days and no call from them I went to the store in Woodstock Ga. Where I purchased it to be told that when I ordered it the Manager was a fill-in while the normal Manager was out of town, and it was never ordered. The manager at the store this trip was the actual manager and he got it ordered. 1 month later they show up to do the install it is now 2 months $3800.00 later. Pool liner is leaking found out that the crew that had installed it had been let go and Leslies had already had to replace other liners that they had installed. They sent out a technician to dye test the pool, they sent out technicians to check pool levels then they wanted to send out a diver a month later after 25 to 30 calls from me I'm told that it's to cold for a diver so they would close the pool and call me in the spring. Never heard another thing I had to call them so they sent someone out to dye test the pool WTH. He gets here and took the cover off and guess what. When they closed the pool they didn't bother to clean the leaves out it took 3 weeks for the diver to show up now the "Manager Ed" after 5 calls to him and to the service dispatcher I get a return call from him stating that he wants to send out a leak detection company and that they would be calling me the next day 5 day's later I get a call from them to find out they can"t do anything unless the pool is full and clear it is almost a YEAR and I still have not been able to use the pool. NEVER USE THIS RIPOFF COMPNY UNLESS YOU HAVE MONEY TO THROW AWAY. NEVER A RETURN PHONE CALL !
I went to see about getting new cartridges for my Hayward filter system and gave the salesperson the information. She looked up the part to see if it was in stock, then tried to sell me a different one at twice the price, insisting it was the right one. I ended up buying the correct cartridges online at less than half the cost and with FREE shipping. I plan on buying all my pool products online from now on.
Chemical junkies
Drained my pool in March '10, followed Schertz, TX store manager's directions to Shock the pool every week in the spring, summer and fall...by June 1, '10 the CYA level is so high the Chlorine is locking and the pool will not balance nor kill bacteria. Guess who's draining their pool AGAIN on Father's Day weekend in 100+ degree weather! Do your own testing - go to www.troublefreepool.com and LEARN about your pool - it is an investment that can cost you $100s if you remain reliant on these pool supply stores - why do you think they call them "POOL SUPPLY" stores...duh
Hayward Products
You would think I would learn. After 5 years I've let Leslie Pool in Burleson screw me for the third time. First they gave me the wrong leaf cover for my swimming poll at $329 and wouldn't let me return it. The I bought the really well touted Viper pool cleaner for almost $900. That was a real bust. Horrible product that I started complaining about 2 months after I bought it. They never did anything. Last year I bought a Haward DE filter for my pool, $800 with valve, because I really wanted a better valve configuration and they said the grids on my 21 year old Nautilus filter couldn't be repaired. The DE filter lasted 14 months and it split. They said it's out of warranty by 2 months and won't fix it. I'm done with Leslie's and Hayward! I can't recommend them to anyone.
The complaint has been investigated and resolved to the customer’s satisfaction.
Extremely Rude and Dishonest Staff
Having shopped at Leslie Pools for 26 years to supply my pool, estimated total of $12, 000 over the years. I will never shop there again, due to the Staff's dishonest, sell at any cost, and extremely rude behavior. The staff in question, the women who is often there as the only staff, seems to be relatively new as I have not seen her before through the years. I was there to get a motor/pump units. I often get coupons from LP as I am a regular customer. The staff tried to sell me very expensive machineries that I didn't need, and told me the deal ends in 2 hours. She also said it was "illegal" to install any other type of motor/pump due to state law. I did order the unit.
Afterward, I went back to research, and found out her claim of illegality had no foundation, and thus she used the worst kind of "used car sales" pitch that was also, bordering on fraud. Moreover, I found a very reputable pool store that will do what was needed, not the unnecessary thing she was force selling, at 1/3 the cost. Finally, I got a coupon the next day for the Same sale continuing. As I went back to the store next day to cancel the purchase, I notice the price was $200 dollars less than she sold to me. In addition, she was extremely rude and insulting. There was another customer at the store at the same time, and the same staff was arguing with him, after he mentioned that his internet research indicated the item she was pushing had a reputation of hard to get parts. When the other customer walked out with me, he also stated that he will not trust Leslie pool, and the action bordered on fraud. We both agreed we will never shop at Leslie pool, and no one should trust their staff's "expert opinion."
Overcharging
First time using Leslie's pool service turned into a nightmare. Technician was unfamiliar with my care taker system even though I informed the CS rep that I had one. Job was left incomplete with the promise that a second tech would come to complete the job. I had to call three times to get a second appointment. I later discovered that on top of everything else, I was over charged. Upon discovering this, I contacted the service rep who said I needed to call the local store. The local store said I needed to come in to have the overcharge reversed.
Never again.
Pool Motor Replacement, Providing Incorrect Info Deliberately
Having shopped at Leslie Pools for 26 years to supply my pool, estimated total of $12, 000 over the years. I will never shop there again, due to the Staff's dishonest, sell at any cost, and extremely rude behavior. The staff in question, the women who is often there as the only staff, seems to be relatively new as I have not seen her before through the...
Read full review of Leslie's Pool SuppliesTerrible place to work
I recently was let go from the company after a years worth of work. In that time I can 100% say that it is a terrible company to work for. The upper management in the areas of District and regional management are severely lacking in accountability and fore sight. Store managers like myself are the work horses of the company and are over worked and under...
Read full review of Leslie's Pool Supplies and 8 commentsAbout Leslie's Pool Supplies
One of the key strengths of Leslie's Pool Supplies is its commitment to customer service. The company's knowledgeable staff are available to answer questions and provide guidance on everything from water chemistry to equipment installation. In addition, Leslie's Pool Supplies offers a range of services, including pool and spa maintenance, repairs, and installations, to help customers keep their pools and spas in top condition.
Leslie's Pool Supplies also stands out for its extensive product selection. The company carries a wide range of top brands, including Hayward, Pentair, Zodiac, and more, and offers a variety of products to meet the needs of different types of pools and spas. Whether customers are looking for basic chemicals and accessories or high-end equipment and automation systems, Leslie's Pool Supplies has something to offer.
In addition to its retail stores and online store, Leslie's Pool Supplies also offers a range of resources for pool and spa owners. The company's website features a wealth of information on pool and spa maintenance, water chemistry, and more, as well as a blog with tips and advice for pool and spa owners. Leslie's Pool Supplies also offers a mobile app that allows customers to manage their pool and spa maintenance from their smartphone or tablet.
Overall, Leslie's Pool Supplies is a trusted and reliable source for pool and spa supplies in the United States. With its commitment to customer service, extensive product selection, and range of resources for pool and spa owners, Leslie's Pool Supplies is a go-to destination for anyone looking to keep their pool or spa in top condition.
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Overview of Leslie's Pool Supplies complaint handling
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Leslie's Pool Supplies Contacts
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Leslie's Pool Supplies phone numbers+1 (800) 537-5437+1 (800) 537-5437Click up if you have successfully reached Leslie's Pool Supplies by calling +1 (800) 537-5437 phone number 0 0 users reported that they have successfully reached Leslie's Pool Supplies by calling +1 (800) 537-5437 phone number Click down if you have unsuccessfully reached Leslie's Pool Supplies by calling +1 (800) 537-5437 phone number 0 0 users reported that they have UNsuccessfully reached Leslie's Pool Supplies by calling +1 (800) 537-5437 phone numberCustomer Service+1 (818) 993-4212+1 (818) 993-4212Click up if you have successfully reached Leslie's Pool Supplies by calling +1 (818) 993-4212 phone number 0 0 users reported that they have successfully reached Leslie's Pool Supplies by calling +1 (818) 993-4212 phone number Click down if you have unsuccessfully reached Leslie's Pool Supplies by calling +1 (818) 993-4212 phone number 0 0 users reported that they have UNsuccessfully reached Leslie's Pool Supplies by calling +1 (818) 993-4212 phone numberCustomer Service+1 (602) 366-3999+1 (602) 366-3999Click up if you have successfully reached Leslie's Pool Supplies by calling +1 (602) 366-3999 phone number 0 0 users reported that they have successfully reached Leslie's Pool Supplies by calling +1 (602) 366-3999 phone number Click down if you have unsuccessfully reached Leslie's Pool Supplies by calling +1 (602) 366-3999 phone number 0 0 users reported that they have UNsuccessfully reached Leslie's Pool Supplies by calling +1 (602) 366-3999 phone numberHead Office
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Leslie's Pool Supplies emailsservice@lesliespool.com100%Confidence score: 100%Supportsales@lesliespool.com86%Confidence score: 86%Salesaccubluehome@lesliespool.com78%Confidence score: 78%marketing@lesliespool.com77%Confidence score: 77%Marketingvendorrelations@lesliespool.com75%Confidence score: 75%Communicationpoolschool@lesliespool.com60%Confidence score: 60%
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Checked and verified by Maria This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreOct 25, 2024
Most discussed Leslie's Pool Supplies complaints
In April of this year, I contracted with Leslie's Pool Supplies/Leslie's Pool Mart of Lombard, Illinois, to install aRecent comments about Leslie's Pool Supplies company
On September 9, 2021 my pool remodel was completed and ready for a start upOur Commitment
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