Pool Warehouse
Reviews and Complaints

Received damaged pool table with uneven surface that I paid $300 to get assembled. Now they won’t refund unless I pay for disassembly, disposal and shipment of one leg as proof for warranty claim (which shouldn’t be my problem but the company is a scam and probably just sells broken tables and then makes money through warranties and selling extra legs to their victims!)

I purchased a fan motor to repair a heat pump. We have the wrong part, since the part order does not turn the right direction. So we ordered another one. IN the meantime we have tried to return the motor for 3 weeks. Mulitple emails, other than a response asking a few details. No response after that, no acknowledgement. NOTHING> WORSTED CUSTOMER SERVICE> We are a pool company and at times cant find parts from local supply. So they lost a lot of potential business from us. NO MORE

I had ordered a pool from Pool Warehouse in March. I didn't realize it wasn't directly from pool warehouse at the time. Upon calling customer service and speaking with Renee, she advised me that I in fact ordered a pool from a third party. After she explained the process she offered to go online with me and look at pools directly from pool warehouse. In a matter of minutes I was refunded my money, and purchased another pool for the same price. To my surprise Renee followed up with me while I was at work to tell me the pool shipped! With in 4 hours a three month problem was completely solved. I'm going to add here and I didn't tell this to Renee but I'm a single mom of two kids, I'm also veteran and a fireman/first responder. This was a present to my kids for us all to use together. Renee was so helpful kind patient and understanding. This type of customer service is a lost art. I was just blown away by her! Thank you so much I will be recommending pool warehouse to everyone I know that purchasing a pool this year.

We purchased a 40x20 inground pool, our salesman was excellent. He explained our needs and how to go about selecting the right stuff. Including talking us out of a much more expensive slide because it wasn't the right fit for the age group we had. The pool was delivered, and this was the part that was aggravating. They did a poor job at best with bringing materials on site and offloading the truck. Not pool warehouses fault however they should consider a different company for transportation of their supplies. Due to the transportation issues we had some problems with a panel to erect a pool, at first this was very aggravating, and we felt we weren't getting anywhere with it. Then Jonah came along. He not only solved the problem by expediting a quick recovery in the damaged panel but he did it within my timeline of the install, saving us thousands of dollars. Thank you Jonah for all you've done. I do believe this could have been a horrifying experience if not for Jonah and his consistent effort and vigilance in keeping us a happy customer.

I purchased an inground pool kit with many expensive added features. While putting the pool together their precut parts weren't made to fit the extras such as lights and tanning ledge. Luckily the pool kit was being installed by a proffession that was able to fix the problem. I purchased the kit on 4/15 but due to them being on backorder I didn't recieve it until the first week of june. on 4/28 we went to start up the pool this year and the motor to the pump is already locked up. I asked if it was still covered under the warranty and they said yes it would've been covered but they go of off the order date and not the date that you receive the product. I spoke with a pool repair technician who explained the the products received were "knock offs" and that you can't get replacement parts locally so then again pool warehouse has it so you have to go back through them to get replacement parts. I spoke with them about this and they agreed that I could order the replacement motor but again it would take weeks to get due to it being "pool season"

I will be honest, I was ready to write this company off and not do any business with them at all. I ordered a pool cover for the fall leaf drop and it arrived after the last leaf fell (3 months later). I understand that inventory, work, orders and stuff was all messed up because of COVID and I can forgive that. Then their supplier did not include the correct anchors for my pool type. The unfortunate part is I found this out when I opened up the cover 3 months later (when the spring drops from the trees started). I called and got a hold of Kelli. Even though it was a long time after I had received the shipment, she really helped me out and hooked me up with the correct anchors. This was something that took a couple of days to resolve and Kelli really helped us out and kept us updated every step of the way. So after I was ready to write off Pool Warehouse, due to shipment delays and not all parts included, Kelli really helped and now I will continue to order and check Pool Warehouse first. Even through covid, people at home, and delays, Kelli really exemplified what I feel customer service should be.

Buyer beware. My product came damaged and I filed a claim through the proper channels. Pool Warehouse denied the claim and told me no returns or refunds. They instructed me to file a claim with the shipping company, but the shipping company said all claims must come from the shipper who mailed the item. The quality of the air hockey table we ordered is good, but it is not usable with holes in the table top. The package that arrived and was delivered curbside was over 500 pounds and the damage could not be found until fully unpacked, which took at least an hour. The representative I spoke to at Pool Warehouse was rude and not helpful in resolving this issue. Unfortunately she was always the one to answer the phone when I called, and when I asked to speak to a manager she said she was a manager. I would never recommend ordering a product through them with their lack of concern over the $1295 I spent for a damaged product I couldn't use. I am a firm believer that sometimes things happen, but it is how you handle the issue that matters. I have never received such poor customer service, and have never felt compelled to write a review of this nature until this time.

I ordered a in ground pool on March 15th polymer pool because shipping was 6-8 weeks . On the 6 week I called just for a follow up and see how the time line was looking was told 2 weeks . Called again and they was supposedly finishing a few parts going to be another week or two. Called again and only part I was waiting on was the steps and that the particular steps I ordered was the style they was producing at the time so shouldn't be much longer . The next time I called I was told waiting on panels 204 which is the end panels for deep side. My wife called a few days later and then we are back to needing steps. Called last Tuesday and was told everything was being put on pallets for shipment should be ready and receive shipping information in 1-2 days , I didn't receive any so called Thursday and was told they would send a email and have a answer on Monday of when it will be ready and most likely be able to get it delivered by end of the week. Called today to be told another 2-3 weeks now we are waiting on some plumbing, braces , and panels again . I ordered a pool for my family to swim in this summer not have to wait til next. I suggest never to order from this place again ...

Nothing but issues. First the shipping was all damaged. Corners did not arrive with the walls. Automatic cover brackets were not with the kit. They delivered wrong Johnny hinges that DO NOT FUNCTION LIKE THEY ADVERTISE. But they will not send the ones we should of received so we will have to purchase and that'll be over $200. They told us to cut down the ladder... Let's spend over $29k to just have to cut the ladder to not even make the hinges work.

Customer service, one guy was AWFUL but when I asked his name gave me a wrong name... So that's helpful.

After our first issue JT contacted me and I thought it was all sorted out but really issues never stopped. Now the hinges and I am not getting any email responses about this after we told them we will not cut the ladder because that will not even fix the issue with the hinges not locking into position when installed in the water so it leans towards the liner putting so much pressure on it that eventually it will rip.

Also the directions are not good, they leave out things you need to do, not detailed leave so much room for interpretation.

Pool is all completed and we are enjoying it but it was so stressful with all the issues. Now we will have to spend more money to get correct Johnny Hinges because they will not provide.

So buyer be ware.

We bought the pool kit through pool warehouse in late March . It was husband and wife Covid project.. It came in a timely manner, about 2 weeks and a half weeks.. During construction we worked with Matt, he was awesome in all aspects. A couple hiccups along the way was a problem with the steps...needed to get it replaced, wasn't wide enough by 1 inch. Then the replacement was sent out so quick that the height we needed was overlooked, again the 3rd one was correct. We have an L-shaped pool. The liner was made and went through quality control and sent to us. THE LABEL WAS CORRECT! but the L was going the wrong direction! Ultimately, we drove 9 hours round trip to get the new liner that took 5 days to remake and get inspected and ready to go. We drove only because the day it was supposed to be shipped to us was the Friday before n July 4th, and the delivery companies we all closed. So, with all that, pool warehouse did male things right, they communicated in a timely manner, and Matt was very very helpful in the construction process. We worked with Ally as well, whom is very very nice and tries her best take things right. We are overall happy with pool warehouse as we know that no company is perfect, but the mess ups, especially the liner really was a significant , however they sell a VERY high quality product , kit. Very well made and built to last.

Absolutely terrible experience. We purchased a pool on May 27th and it stated the Pool would be shipped out in 7-10 business days. That of course passed and the shipping went from 7-10 business days, then 12-15 business days and now it's at 15-20 business days. I have called numerous times and spoke to the same person. I was told that my order was fulfilled and everything is in stock and will she by the end of the week. No change in shipping status. I called again today June 17 and was told that all order place before May 28th would be shipped by next Monday. For one, if there's an issue with shipping then it is their responsibility to update the customer. I told them that if my pool does not ship by next Monday June 21 then I want a full refund. We have been prepping the ground for the pool and trying to time it correctly so that our hard work and money that we had to spend to get the ground ready isn't wasted. Well, it already has been and we've had to continue to redo the hard swirl we've put in because the pool isn't here. I will never order from this company again. Either ship my pool or give me a full refund and I will invest my time and money in a local business that will give me my pool the same day. You guys should be shut down for your greediness and inability to communicate with customers. If you can't keep up with the orders then stop taking them!

I did not have a very good experience with Kelli. I ordered ladder with steps for the deep end of our inground pool and a new hand rail for the steps on the shallow end on May 24th. I used my PayPal credit account as they are quicker to get the funds to the vendor and Pool Wharehouse received the $824 + dollars that day. After several less than informative emails with Kelli it appears they were ordered on May 26 and will not ship for 25 to 30 days (which was not in their online ad nor on my order invoice). Today, June 30th, I received the plastic inserts and the white concrete covers in a tiny little box so I called. Although Kelli is sorry she just followed up on my ladder and hand rail with a Smith Co that informed her these were out of stock at one of their Wharehouse and they would be shipping them from another...in about 5 to 10 days. First off, if they had at ANY point contacted me by email or phone to tell me they were out of stock I might have ordered something they DID have in stock. Also, they only communicated with me when I would check the status if my order.
This company has used my money, interest free for 45 days but I will now have to pay PayPal almost $32 in interest. If we do not receive these items by July 9th we will file with PayPal for full refund and the interest as they will be 45 with $20 of useless hardware.
DON'T USE THESE FOLKS...KELLI HANDLES "400 clients a day" but not very well. They may be the biggest but certainly not the best.

This is our first interaction with Pool Warehouse and it was a very disappointing one. We ordered an air hockey/ping pong combo table as a Christmas gift for our children. We contacted the company on several occasions to check on the shipping status. The first communication, via phone, we were told that we would receive a call back. That call went unreturned, we then, as a follow up, sent an email and place another phone call, understanding that we would not get a return call on a Sunday. Monday morning we place another call cancelling our order, again, no return call. We called again, to then speak to Jim. Jim stated that our order was shipped on Friday, however was unable to tell us where our shipment currently is, as he was unable to track it. He did inform us we could not cancel because it was already shipped and we would be subjected to a 20% restocking fee. We disagree with this, if we had receieved a return call on Friday as we were told we would have been able to cancel in time. Jim inform us that the person responsible for returning our call, was out of the office last week, and would not have been able to return our call, we were not informed this last Friday. Jim also refused to give us the name of someone else in the company that we could speak to. We are upset and disappointed that the company is not taking responsibility for the lack of communication that could have prevented this entire mess. Never again with attempt to do business with this company.

We purchased two Ledge Lounger chairs, two canopies, two headrest pillows and a table from the Pool Warehouse. Our reason for purchasing them instead of Ledge Lounger directly was because their website stated each of these items ships in 1-2 business days rather than up to two weeks if ordered directly from Ledge Lounger. This turned out to be false advertisement. We tried to contact Pool Warehouse multiple times via phone, email and support to get a status on the shipment of our order, we could not reach anyone or get a response. Finally, after two weeks we were able to get some sort of "bot" type responses on their *** chat. Since we still couldn't get anyone in person or answers to our questions we asked that our order be cancelled, we were mostly concerned as to whether the company was even open and we paid a lot of money for the items we ordered. All of a sudden they were calling us and responded to our emails. They said they couldn't cancel the order because it had already shipped. This was also not true, we received the shipping notice later the same day they reached out to us that the items shipped that day. Ultimately, we didn't try to dispute it any further because we really did want these items. We also feel like they charged us way too much for shipping, I think that is partly how they make their profit. We didn't realize that they were just a middle man. They ordered the items from Ledge Lounger and Ledge Lounger shipped them to us directly. In the end we could have just ordered them ourselves from Ledge Lounger and paid less since they stuck it too us with the shipping fee.

The Ledge Loungers and accessories have all arrived in excellent condition and we are happy with the products thus far.

Bait and Switch! Buyer Beware. I used a coupon code to purchase over $7K of pool accessories. The orders went in fine to their website. No errors. My card was charged. The orders sat for 4 days and then all of a sudden they were all cancelled, stating invalid coupon code. Now I have wasted my time in selecting and ordering the items and 4 days. Today, I am left with nothing except a waste of my time. Further, I contacted this company to see what could be worked out. I understood that it was an error in their system and I asked if we could work something out that was fair. I was offered nothing at first. 20 minutes into my conversation. Later, I was offered $25 off $7,000 in merchandise to accommodate me for my time... After this useless offer, I was told I could get the $25 off if I just left items in my shopping cart long enough. Great, so back to ZERO accommodation for my time and for me, apparently, finding a website vulnerability. I was then informed that the Owner of the company was made aware of the "vulnerability" in their website and my orders and absolutely did not want to offer anything to me to accommodate me. This type of service, or lack there of, tells me that I will spend my money elsewhere. I can't imagine putting in a pool with these jokesters. If one thing goes wrong, good luck with "customer service". This should have been such a simple issue to resolve and avoid this review entirely. The owner could care less about a new customer. Good luck with your business if you can't resolve issues like this quickly!

I'm a CTO for a major company. If I had a vulnerability/error in my systems, I would work my you know what off to accommodate the customer. But then again, we care about our existing and potentially new customers. Pool Warehouse does not.

Do not use this company. The people are nice but they are incapable of getting anything done. It has been a nightmare to deal with them and I started the process last December. Their process for ordering a liner involves way too many moving parts and you are not able to contact the actual manufacturer or Poolwarehouse for that matter. They messed up my liner by not following the photos and CAD drawings that were sent to them. It was only until the liner was being installed that this was uncovered, despite me asking them to confirm the design a week prior to installation. Once communication was open several days later I was told this would be expedited and I would have the liner in 2 weeks. It has now been 5 weeks and I still do not have the liner. Customer service is impossible. I initially asked for a refund and they recommended to stick with them because it would be most time efficient. I pushed and the answer was still no. I wanted to use another contractor. Two weeks later when they still didn't have my order placed they said it would be best to give me a refund, likely because they got sick of dealing with me. I had to pay $2500 for the installation of the incorrect liner, now there has been a huge hole in my yard for 5 weeks just getting worse and worse. My quote to fix and install a new one because of Poolwarehouse's error is $3000 and it's 90 degrees outside and my pool isn't functional. So I've lost 6 weeks and $3k. There are plenty of other places to purchase liners, I highly highly recommend going with one that has a clear cut process and not deal with this business. This is the first time I have ever left a review for a company because I deal with furniture manufactures all the time and am generally very understanding of these kinds of issues. There is a severe issue with their business process that only serves to cause problems. They should rectify it or else I have no idea how this company exists. I feel like I've been a victim of fraud.

My husband and I debated for the past 6 months on whom to buy our pool from. Our installer recommended Pool Warehouse because that's where he buys all of his pools from and had a good experience with them thus far. So June 2022 we ordered our pool. We actually were amazed of how quick we received it. We did get 2 separate shipments before we received the actual pool. After inventory within 2 days of receiving it, we realized we had an entire end of the pool missing in addition to one damaged piece and a few other pieces missing. I called to let them know so we could get it as soon as possible and was told a claim had to be put in. I went through the process paperwork (that day) and pictures and over a 4 week period of constantly trying to communicate with the customer rep, I was devastated. He was very rude on the first call so I tried to switch but he told meI couldn't. I tried to be as patient and kind as possible, but he did not care. I was told 2 to 3 weeks to get replacements. He would never have an update for me and only responded to a couple of emails. After a month we were tired of trying and started the process of fighting the credit card charge because he was not helping us and we spent $23,000. My daughter came across Chelsey's name on lots of reviews of how great she was and also helped others, like ourselves, who were getting no resolution. I emailed her and within 24 hours of her expedited help and kindness, we had a tracking number with our replacements on the way. This totally changed of how we viewed this company. She is an amazing representation for this company and does it with pure genuine kindness. She even apologized for how our situation was handled by the previous rep. So when you have someone like Chelsey that cares about the company she works for and people , that you will get AWESOME customer service. Thanks Chelsey for being there to help us. We truly appreciate your amazing efforts to make this right. PW is very lucky to have you!

After spending all winter deciding on whether or not to attempt to install an inground pool this summer for my kids I decided at the end of February to order a polymer 20 x 40 pool from pool warehouse. On March 2nd I ordered the pool over the phone with the help of the sales rep. He was very pleasant to deal with and a very big help. On March 2nd I was told by this sales rep congratulations your time starts now to receive your pool in 4 to 6 weeks. I was excited and told my wife and kids we should have our pool within 4 to 6 weeks. So after finding out that I should have my pool kit within 6 weeks I decided to schedule my excavation with a local company, and I also got a hold of 2 other local companies that I hired for cement work and electrical and plumbing work to let them no a timeframe for the job to begin. On March 24th I called to see if everything was still good to go and could not get through to anyone and had to leave a message. After waiting 2 days with no one calling me back I called again with no answer and being told to leave a message. So I left a message to which no one got back to me. I then decided to call again on Monday March 29th and finally got a hold of a customer service rep. I asked the rep if I could get an update of my pool kit to which he responded that they did not no for sure when I Would be getting the pool kit but his computer is estimating sometime in June. I told him that this was unacceptable and that I was told 4 to 6 weeks nd that I already hired contractors to start working in a few weeks on the pool. After not getting anywhere with this rep I asked to speak to a manager or someone hire than him. He put me on hold and got back on the phone and told me I can either cancel my order or wait for it. I again asked to speak with a manager and he repeated what he just told and I said that was unacceptable. I again asked why I can't talk to a manager and he responded that they told him to tell me to cancel my order or wait. I told him that was unacceptable and I became very frustrated not being able to talk to someone else and I told him I needed to speak to someone else and the phone call then went silent with no one on the other side responding. I Waited on the phone for around 10 more minutes with no one on the other end. I decided to hang up and call back and ask for my original sales person to which after waiting for about 20 minutes I was transferred to him. I told him what was going on and he said let me take a look. He was being friendly about it and trying to help and looking the order over and noticed that the sales paperwork didn't actually get signed until about 2 weeks after originally being thought it was done because someone on there end forgot to add the cozy cove on the first document. So this essentially delayed the start time 2 weeks. So after this I asked the sales rep what about the 4 to 6 week frame time i was told the pool would be to my house? He responded saying that he never said that, to which i responded yes you did. I remember this because as soon as I got off the phone with him I told my wife that it will be here in 4 to 6 weeks. After the sales rep noticed some mess ups with the 2 week wait due to the cozy cove not being in there he said has going to take care of it. After waiting on a brief hold I was transferred to some lady that says how can I help you. I said I was just waiting for the sales rep to get back on the phone with me. She told me that he transferred me to her, which caught me off guard. She was very friendly and tried to help me out and looked a little deeper into the situation to which she said the first person I talked to never should have told me about an estimated arrival time of June and that they don't no when it will be in. I mentioned about cancelling the order and she said there will be a 20% restocking fee and that they liner was already cut so I Would have to pay for that as well. So essentially this would cost me about $5,000 because they lied to me or forgot to inform me about how long it would take, and now I'm not sure if my cement guy has time to work on my pool this summer so now I may be stuck with a $16,000 dollar pool and not be able to put it in until late this fall or next year. Was told to call back in 2 weeks to get an update. Not happy at all with this company. Seems like they can't handle the amount of work they have. Hopefully my experience with this company gets better but as of right now it's not looking good.

I gotta say, I'm pretty disappointed with my experience with PoolWarehouse. I mean, I get it, they're probably super busy with all the pool business going on right now, but come on! When you're shelling out big bucks for an inground pool kit, you expect to get some decent service if something goes wrong, right?

So, here's what happened. My order arrived on a Tuesday, two weeks ago. Now, I'll admit, we didn't realize we were supposed to unpack and inspect everything before the driver left. That's on us. But when we finally got around to unpacking everything on Thursday, we found a damaged panel. Not cool.

I tried reaching out to PoolWarehouse multiple times to get a solution for my damaged panel, but no luck. I even had to resort to putting a thin piece of metal over it just to make it work. And that's not even the worst of it.

The coping was a mess. There were pieces that were so damaged, they were completely unusable. Now, I'm no pool specialist, so I had no idea this was going to be a problem. And to top it all off, we ordered a salt water system that wasn't even included in the order!

I've left message after message, but it's like no one at PoolWarehouse even cares. When I finally did manage to get someone on the phone, they promised to get me the information I needed and resolve the issue. But two weeks later, and still nothing. This is hands down the worst service I've ever received.

I mean, I get it. Mistakes happen. But when you're dealing with something as big and expensive as an inground pool, you expect a little more attention to detail and customer service. Needless to say, I won't be recommending PoolWarehouse to anyone anytime soon.

We recently bought a pool table from PoolWarehouse and unfortunately, it arrived damaged. We were quite disappointed as the damaged side was placed faced down and we couldn't see it. The delivery driver who came was only one instead of two per their policy, so my husband had to help the driver unload and bring it into our garage. We were unable to lift a box that is hundreds of pounds with just the two of us, so we signed for it. The next day, when we got help, we set up the table and found that maybe a forklift during delivery damaged the box and table.

We were quite upset and immediately reported the issue to the customer service team. However, we were disappointed to find out that they did absolutely NOTHING to help us even though we reported it within the allotted timeframe. We even disputed with our credit card company who sided with us, but this terrible company still would not provide us our money back OR help fix the table or provide us an opportunity to replace it. It was quite frustrating as we had to pay to get the table fixed or have a $2k paperweight.

It's really sad that we spent money for something we wanted to have fun with but instead met with poor customer service and a useless pool table. We were really disappointed with the whole experience and would not recommend this company to anyone. It's really important for companies to take responsibility for their mistakes and help their customers, but unfortunately, PoolWarehouse did not do that. We hope that they will improve their customer service in the future and take better care of their customers.

I recently made a purchase from PoolWarehouse and unfortunately, my experience was not a positive one. I ordered a pool robot, caddy, cover, and extra filters, and while they arrived without issue, I quickly discovered that the robot (Dolphin Triton PS) was not up to par. It was a complete disappointment and I knew I needed to return it.

However, when I reached out to PoolWarehouse to initiate the return process, I was informed that they could not accept returns without first going through the vendor for support. If I did return the product, I would be subject to a restocking fee of 20% and would also have to pay for shipping. This was not the news I was hoping for, but I understood the process and decided to reach out to the vendor, Maytronics, for assistance.

After speaking with a support representative from Maytronics, it was determined that the machine needed to be returned. They even got on the phone with someone from PoolWarehouse to confirm that it was okay for me to return the defective machine. I was relieved to finally have a resolution, but unfortunately, my relief was short-lived.

Three days later, I still had not heard anything from PoolWarehouse regarding my return. I decided to call them back to follow up, but to my surprise, they still had no idea if they could issue me a refund. They asked me to reach out to the vendor again to double-check if it was okay for me to return the product. I was confused and frustrated - hadn't we already gone through this process? To make matters worse, the person I was speaking with was the manager.

Overall, my experience with PoolWarehouse was a complete mess. I would strongly advise others to stay away and find a different vendor for their pool needs. Trust me, you don't want to go through the same headache that I did.

I was really excited to order a new liner for my pool from PoolWarehouse (poolwarehouse.com). I was told that it would take two weeks to arrive, but it ended up taking a whopping 16 weeks! When I finally received the liner, I was disappointed to find that the packing list dimensions listed 9 ft radius corners, even though I had clearly given them dimensions with 8 ft radius corners.

The first drawing they sent me had numerous errors, which was frustrating. One of the errors was that they had it as 9 ft radius corners, even though I had clearly given them dimensions with 8 ft radius corners. I read the drawing and sent it back, and they fixed it to have 8 ft radius corners. However, when I received the liner and the dimensions and the packing slips, they were still at 9 ft corners.

When I tried to hang the liner in the pool, I realized that the only way the liner would fit is if I stretched the walls almost 5 inches. This was really disappointing, especially since I had quoted, ordered, and paid for a 27 mil liner. However, when I received the liner, the packing slip stated that it was only 20 mil thickness.

I contacted PoolWarehouse about these issues, and they told me that they would contact Tara, the manufacturer, to try to get a resolution. However, Tara wasn't giving them any kind of response, hinting that they weren't willing to help rectify the situation.

Regardless of whether or not Tara was at fault, PoolWarehouse sold me the incorrect liner and collected my money, so they are responsible for rectifying the situation. I hope that they will take responsibility for their mistake and make things right.

This company, PoolWarehouse, is not the best when it comes to customer service. I recently ordered a liner for my pool back in May and was expecting to receive it this week in July. Unfortunately, that is not going to happen. I paid for my order and sent in my measurements for the liner, but when I tried to call and email to check on my order, I never received a response. It was frustrating to say the least.

Today, I finally spoke to someone who told me that they were missing one measurement and that my liner had not even been put into production yet. I was upset and asked why I was not contacted about this issue. The representative told me that it was not their fault, even though I had reached out to them multiple times with no response. When I checked online, I saw that they had a confirmation page stating that my order was awaiting shipment.

I asked to speak to a supervisor, but was told that there was no one available. The representative's solution was to refund my money. So now, after waiting 35 business days for a liner that will never come, I have to wait another 7 business days to get my money back. This means that I will probably miss the entire summer with my pool.

I would not recommend dealing with this company. If you do, you may end up like me. I am hoping that I will get my money back soon. It is disappointing to have missed out on the summer fun with my pool.

I recently purchased an 18x52 Sterling Pool Kit with an E-Z Clip Receiver, Liner, cove and liner protector from PoolWarehouse.com. Overall, I would say that the quality of the pool walls, top rails, and uprights was decent, earning a 7 out of 10 rating. However, the liner was exceptional, earning a 9 out of 10 rating. The delivery process was smooth and efficient, which was a relief.

Unfortunately, my experience took a turn for the worse when the installers attempted to put the top stabilizer rails together. They were too small and appeared to be made for a 12-ft pool rather than an 18-ft pool. This was frustrating and caused a delay in the installation process.

My wife contacted customer support, and at first, we were hopeful that the issue would be resolved quickly. However, after a week of back-and-forth emails between myself and Renee B., nothing had been done. She kept telling me that she was working with the manufacturer and that they would call me. I asked for a website where I could look at parts breakdown, but she always said she was waiting on the manufacturer.

Finally, after a weekend of putting the pieces together myself, I was able to take care of the issue with larger stabilizer rails. While the pool looks good now, the experience was not pleasant. I learned that it's better to deal directly with the manufacturer when purchasing anything online.

Overall, I would recommend PoolWarehouse.com for their quality products and efficient delivery process. However, their customer support could use some improvement, as it took a long time to resolve my issue.

I recently made a purchase on PoolWarehouse's website for a pool heat pump on May 13th, 2022. The item was listed as in stock on their website until just 10 minutes ago. I was told that the item would be shipped within 2-3 business days, but after a week of not hearing anything, I decided to reach out to their customer service team via email.

Their response was that the item had already been shipped and they provided me with a carrier and tracking number. However, when I tried to track my order, the tracking number didn't work. I contacted them again and was told the same thing - that they would reach out to the carrier and that my order had already been shipped.

After a few more days of not hearing anything, I decided to contact them again. Unfortunately, I didn't receive any new information. I then decided to take matters into my own hands and contacted the carrier myself. To my surprise, I was told that the tracking number I was given was invalid.

I contacted PoolWarehouse again, this time over the phone. However, I was disconnected and transferred around multiple times. After telling my story for the third time, I was finally told that they would look into it. Unfortunately, I still didn't hear anything back from them.

I decided to contact them again and was sent a form email stating that my item was out of stock and that I could expect my $3,000 refund (which they've had for 15 days now) in 5-7 days. I have never had a worse experience with an online retailer. If the item was out of stock, that's fine. However, it shouldn't take 15 days and just as many emails and calls to find that out. It was a terrible experience overall.

This company, PoolWarehouse, is not one to be trusted. My experience with them was less than satisfactory. I purchased a pool kit from them two years ago and already the liner has become discolored. When I contacted their customer service representative, they informed me that the warranty only covers tears at the seams. However, they did say they would pass the information on to the manufacturer.

The representatives kept insisting that the discoloration was likely due to a chemical imbalance in the pool. They even went so far as to say that if this happens to you, they will expect you to have kept a record of all your chemicals to prove that it wasn't your fault. This seemed unreasonable to me, especially since we used the in-line chlorinator that they sold to us as part of the kit.

I expected them to stand behind the products they sell, both in the chlorinator and liner, but they didn't. After requesting pictures, the representative stopped emailing me back. Even a phone call went ignored. It wasn't until I threatened to report them to the Better Business Bureau that I was able to get through to a supposed supervisor named Jonathan. He told me that his father had the same issue, which leads me to believe that this is a common problem that they make no effort to inform customers of.

Before spending over $10,000 on a pool kit, ask yourself if you want to deal with this kind of customer service when something goes wrong. It's clear that they don't care about their customers once they have made a sale. I would not recommend doing business with PoolWarehouse.

I bought a pool from PoolWarehouse and paid for it. I was excited to receive it and start setting it up. However, things didn't go as planned. I received a call from a shipping company informing me that the pool was on its way, but they gave me a 10-hour window for delivery. I explained that I couldn't be available for that long due to work, but the lady on the phone told me to call them back. She said they would give me a one-hour advance notice before delivery.

When I went to the store, I received two text messages. One said that my order had shipped, and the other said that it had been delivered. However, when I got home, I found out that the pool had been left on the street and was damaged. I immediately took pictures and sent them to PoolWarehouse.

I was told that they would pick up the pool the same or next day, but it took them a week and a half to do so. They kept telling me that they couldn't control the carrier, even though it was their carrier. After they finally picked up the pool, they made me wait another week to verify it before sending me a new one.

It took almost a month to get the pool, and by that time, it was already a week from September. It was too late to put it up before winter. To make matters worse, the pool wasn't delivered by the same carrier as before, even though I was told that the first carrier was the only one.

Once they have your money, you're at their mercy. I ordered the 27' Round 52" Deep Mt. Loch Above Ground Pool Kit, and it was supposed to ship in 5 to 7 business days. The product image looked great, but the actual experience was a nightmare.

Overall, I wouldn't recommend PoolWarehouse. The customer service was lacking, and the delivery process was a disaster. If you're looking for a pool, I suggest looking elsewhere.

I recently purchased a pool package from Pool Warehouse, specifically the Mt. Loch pool 24X52. My previous pool, which was not from them, lasted for 21 years. However, after paying $1500 for installation and $300 for water, I noticed that the pool was leaking. I immediately took pictures and sent them to Renee B. at Pool Warehouse. She informed me that it could take anywhere from 24 hours to 6 months to determine if the liner was defective. She also mentioned that leaving a pool and liner without water for more than a few days could cause damage. Upon closer inspection, I noticed white lines on the liner where the rip was, with black floor padding underneath. Several pool dealers have told me that it looks like the machine making the liner got too hot, as the white lines also run up the wall in 4-5 places. Unfortunately, I will now have to pay for a new liner and the cost of having the installer take apart my pool, remove the damaged liner, and install a new one. This will cost me around $1500 or more. Needless to say, I would not recommend Pool Warehouse to anyone. Renee's response was also quite rude, as she simply told me that this is the risk you take when buying a pool. However, when you purchase something new, you do not expect it to come damaged. Overall, I am extremely disappointed with my experience and will not be purchasing anything from Pool Warehouse again.

June *** I purchased a pool kit based on local pool company assessment the liner has failed and is defective in less than a year. We ordered a pool kit in June ***, the kit was packed and shipped ***, we received the kit ***. Invoice *** on PO # ***. We finished the install of this pool kit in August ***, form the beginning the liner seemed to fit incorrectly (too tight around the pool rim). I triple checked all measurements and critical install points to be correct and then called the technical support line at pool warehouse, there they told us this was common and to finish the install on a hot day. We did that and all seemed ok. This spring upon removing the winter cover from the pool we discovered the liner had pulled off the rim on about 1/4 of the radius on one end and along the side of the pool. We called in a local pool company for help and they determined the liner failed and was defective and could not be used. That was ***, we immediately called the customer service line at pool warehouse, they told us they would have the liner department call us back (they did not call back), we called again on ***, same situation, they promised a return call and none happened. On *** I called again and left a voice message, same on ***, *** and again on ***. We have not heard back from the company yet. The liner came with a 1 year warranty which would be from at least ***. Because of the Pool Warehouses complete lack of a response we had to have a replacement liner installed. I want a refund for the liner which was supposed to be a"upgraded" dual bead liner.

Refused shipment due to pallet being packed incorrectly and pool was damaged. Still waiting on refund. Hi my order number is ***. I ordered the 30x54 *** saltwater pool on ***. It didnt arrive until *** and we had to refuse the shipment due to damage. Whoever packed the pallet didnt know what they were doing. It was not shrinkwrapped and the heaviest thing was put on the top and it fell and crushed everything underneath. The walls of the pool were demolished. My husband called that day and spoke with the lady supervisor of above ground pools and she told him to take pics and send them to her and she would take care of it and send us another pool. We emailed, faxed info, and left messages and they never responded. No one at the company knows anything except that supervisor and if shes not there you are out of luck! It took me a week to get in touch with her. She said the pool was now out of stock and it would be a month before I could get another one. She said..yeah I remember you but we always shrink wrap everything so I dont know what happened. No apology at all! I told her I wanted my *** back immediately so I can get another pool. My pool pad has been sitting here now for 3 weeks! She checked with the warehouse and said well..we havent received the order back yet. Ummm your driver hasnt shown back up in a week? She acted like she was going to wait until the pool came back to do the refund but I insisted she do it now. It looks like she did it but still no money in my account 3 days later so we will see. Buyer beware! I should have gone with my instinct after reading similar reviews. Apparently they have warehouse problems!

I have ordered a pool kit ordered that was supposed to be delivered in 2 weeks, I am in my 5th week. No product delivered and will not answer phone. On *** I ordered an inground pool kit from their website in the amount of $***. My installer has used this company for years in the past with no issues. On *** I received a nice call from our sales rep. ***, discussing our order and we added an additional $*** worth of products that she recommended that we needed. This is a total of $*** of my money that they now have. We paid this money with our debit card and they were credited instantly. *** stated that the pool would be delivered to our home in 2 weeks. Within a couple of days we received the drawing and specs of our pool via email, which was very encouraging and we assumed that everything was perfectly on tract with our order. The number on our spec drawing is #*** which I assume is my order number. After 2 weeks with no pool delivered, tried to call (***) to check the status. No answer, left voice mail with no returned call. If you direct your call to "Customer Service" the voice mail says your call will be returned in 7-10 business days. This is totally unacceptable. We are in week 5 with no pool delivered and no returned call. It is understandable that they may be backed up with orders or possibly working short handed in the warehouse, but at the least they could answer the phone and give a status of our order. A solution to this problem would be to complete my pool kit and get it delivered to my house ASAP. They have been paid for their product and services and there is no excuse for them not to even answer their phone to give a status. I want my pool !

I was sent a broken pool table and no one is responding to my emails or phone messages for a resolution. I have been trying for 35 days. Purchase date: *** Order Number: *** Product: *** 7 foot pool table set with benches and top Price: $*** Problem date: ***. The day it was received Sales representative: *** Payment method: *** debit card Issue: Unable to reach anyone from the company for a refund, replacement or resolution of any kind, of broken item received. Details: The policy of this company states that large items, such as the pool table I ordered, must have a signee present at the time of delivery for right to inspect and refuse the item if it has come broken. This table was dropped off at my house with no scheduled delivery, I was not home and I even sent proof to the company that I was not home. My security cameras show record of the delivery driver dragging the packages up my driveway already damaged off the truck and leaving with no one to check the product or sign for receipt. I immediately contacted pool warehouse customer support within an hour of delivery via phone message, As their company voicemail states they are not taking calls. I received no call back so proceeded to send an email. Also never received contact. I continued to leave voicemails and send emails for three weeks and finally got a response from a sales representative named *** who agreed to issue a refund for the pile of trash in my driveway. Refund was never initiated. I started again emailing and leaving messages and now 35 days later I still have not been able to contact anyone for any type of reply. It really feels as though this company may be intentionally refusing to respond to me and resolve the Issues with the product they sent.

I ordered a pool slide that indicated it ships within 4-5 business days. I'm now 14+ days out and cannot get any information on the status. I ordered a slide from Pool Warehouse on ***. My account was charged for the slide on ***. My order confirmation indicates the slide ships within 4-5 days and on business day 6 (***) I had not received any tracking information so I called to get an update. A customer service representative took my information and assured me I would be contacted. I never received any communication and finally emailed customer service on ***. I eventually received a response and was initially told they did not have any updates but would let me know when they did. After insisting on an update, I was told the slide was shipped by the manufacturer on *** (business day 8) and I would receive tracking information the following day on ***. After receiving no tracking information or any update, I again contacted customer service on *** to get the tracking information and was again told they did not have the tracking information as promised and would get it to me as soon as they had it. I again received no updates for 2 days and checked back on *** which was supposedly 4 days after shipping and 12 business days after ordering the slide. I did not receive a response until *** which indicated they still had no updates and no tracking. I am now 14 business days past my order date and not only have I not received my order, Pool Warehouse cannot even tell me where it is, when it might arrive, or if it has even shipped. The customer service has been horrific and the response time is ridiculous. They had no issue charging my card immediately, but can't seem to stick to their timeline on shipping or even come close.

Ordered pool kit 7/7. Paid $16,335.00, Ordered a "complete pool do it yourself kit." On 7/26 we were contacted that a shipment was headed to our house, no one notified us prior & no one was home. Then told will be here between 8 am-1 pm. We took off work to unload a small box of styrofoam coping that didn't show up until 6:15. We contacted pool warehouse & asked if each item was coming one at a time. insured us that the coping was the only item sent by itself, the rest of the pool should come all together. On 8/19 received email, "your order is on the way." Therefore, we figured entire pool. Again, took off work to be home from 10-3. Nothing showed up until 4:13 and only delivered the liner. Sent several emails (& called) with concerns of delivery. . We had not heard anything so on 11/16 we emailed & asked what was considered "early November." We stated that there has been zero communication. called my husband & said she got our email. Looked up order & told him the pool shipped the day before. She sent us the BOL. Shippers called 11/17 & said would be here 11/19, 10-3. On 11/19 called at 11:10 said would not be here (another day off work for us) until Monday 11/22. Today 11/22, 3rd day off work for nothing, called at 10:19 am to say will deliver tomorrow now (4th day!) Also, looking at BOL we noticed kit shipped does not include pool filter, contacted that it was not on BOL. We were then handed off to, Customer Service Dept. She informed us filters are back ordered & will be cancelled & we will get a refund for filter. We replied, "the pool, that we still DO NOT have, is no good without the filter. Why don't you send us a complete refund for the whole thing & keep the pool." She told us to look at cancellation policy. Customer ticket #CT13150:94023. BOL [protected]-6, R&L trucking. Very frustrating & unacceptable.

I purchased a pool in March and was supposed to be delivered in May then pushed back to July. I received the liner first called them as I was suppose to get the kit all together. Was told they needed warehouse space. Then eventually the pieces started to come in and had damaged and missing parts I had to file a damaged missing report and wait 2 weeks to see if my claim was going to be covered(pictures were also submitted with claim form) Then new order came in damage to only one wall still missing parts, another missing items form was filled out. I had gotten an email to tell me that my coping for the pool was shipped out, I waited like 2 weeks and never got anything so I contacted the trucking company who did not really know anything. I then placed a call to at pool warehouse and told her about the conversation I had with trucking company, She then called them and got back to me stating that the trucking company was not going to deliver my coping as it was damaged? So when was I going to be told about this, it took me to call the trucking company to find out. Also there were items that still were missing I made a comment on pool warehouse site and sent a comment to Complaintsboard.com and I have reached out to by phone and email and have yet to receive a response or recieved my missing parts. This is absolutely crazy and needless to say i was not able to get my pool in the ground. At this point I need help getting these last pieces of my pool I have done all that I can do other than driving to Tennessee. I also reached out to Hydro Pool the manufacture and all they said they could do is contact pool warehouse. And the kicker of all this is that the warranty is only good for one year and i have not even been able to see if liner is okay. I would appreciate any help in resolving this issue as soon as possible. My ticket number for pool warehouse is CT5760:81085 Workman

We ordered an inground pool kit from this company and have had nothing but issues since. The customer service is a joke. The first shipment we received was so damaged we refused the entire load. Once we received the replacement several MONTHS later we were missing a radius piece of the frame-pretty hard to miss as it is bigger than I am in size and there are only 4 included, 1 for each corner. We notified them, and kept notifying them asking for a resolution to this...after many MONTHS and an entire summer of not being able to use the pool they said there was nothing they could do. We were told they supposedly they take pictures of every load shipped to have proof that they shipped it, yet when we asked to see those pics we were denied. We finally broke down and paid over $700 for the piece just so we could get the pool together and not miss another season, after putting the frame together we realized that we have an EXTRA side piece of the frame--which proves to me that they DO NOT check their loads to make sure the correct panels are there. We have contacted them again and told them that they did in fact mess up and we have an extra panel not needed so we would like reimbursed for the one we paid for. Now they are stating they never said that they wouldn't ship extra panels to us and we can do whatever we wish with it...If these panels are in fact as expensive as the fee we paid for it, why would they send out extras to people? Makes zero sense and all I am asking is that I get what I paid for the radius piece that they didn't send in our original order. I would even be willing to return the extra panel as there is NOTHING I could possibly do with it! If you are considering ordering from them, I would HIGHLY discourage you from doing so. These are not small charges, when someone pays this much money for something they expect for it to be made right and not be put through this much just to have the correct pieces.

We purchased an inground pool kit from Pool Warehouse and paid for an upgraded pool pump. Everything about the pool was great, except that less than a year after we installed the pool, the pump quit working. I hired an electrician to come to our home, thinking we had an electrical issue. It wasn't our electrical, it was a defective pump. I reached out to Pool Warehouse about the issue. In speaking with them, it was brought to our attention by their customer support employee that we had actually been sent the wrong pump initially when we purchased the pool. Pool Warehouse shipped out a new pump. This was during Covid, and we had a delay in installing the new pump and returning the old one that was beyond our control. I also had to pay to have the old pump removed and the new one installed out of my pocket. The defective pump was returned and I have a confirmation from their company employee as well as confirmation from UPS that it was delivered. After multiple requests of confirmation of receipt of the pump, I received an email reply from Pool Warehouse employee Chelsey on 10/8 that read; "Good Morning, I did send you a confirmation email through your support case. Did you check your spam folder? This was received, case has been closed." I have received no further communication from Pool Warehouse until 6/29/22, approximately 9 months after they received the defective pump back. I also paid to ship the pump back as Pool Warehouse nor Hydra Pools ever issued the return label as promised. Much to my surprise, I have now been issued a Civil Summons for breach of contract. This is a fraudulent claim and I am so disappointed in the lack of integrity of this company. I am in NC and the summons was issued in Tennessee. Again, I have made multiple attempts to contact the employee, Chelsey and owner, , by phone and email, and neither will respond. If this was merely a misunderstanding and not a fraudulent attempt to double dip, they would have responded.

I ordered a pool table on 1/10/22 from Pool Warehouse, a company found online.Said it would take 10-15 days to ship which I was okay with.I looked at other tables from other companies but this one was at a cheaper price of $1495.No shipping, no tax made me hesitant but looking over their rating etc I figured it was worth it.After a week I decided to call to check on the status because I had received nothing and the tracking link wasn't of any help.At this point I felt I had been scammed.I talked to two different "employees" on 1/17/22.The first one asked me if I had gone to hollandregional.com to check the tracking.I never heard of them because the tracking link I was given said DHL Express?I tried the site she told me but couldn't get through.I called back and requested a refund.This lady said she could see the tracking information on her end and that it showed it was picked up on the 12th and should've been delivered on the 13th but due to the weather conditions it was behind.If it takes 10-15 days to ship, how could I have received it in two?!I told her to email me the information she had so I could track my order.Once I received that email, I was able to see movement but it didn't seem legit.When it got to "Omaha" on 1/18/22 it showed Appt Pending.I wasn't sure what that meant but at the bottom of the email it says that they'll call me to set up an appt to have it delivered.I waited all day 1/18 and never heard from anyone.On 1/19 I called to find our what it meant and the guy told me I was to call to set up the appt?!I was furious! I asked him for the number to the freight company and called to make the appt. After an hour and a half on hold, the first lady told me the delivery staff is supposed to call to set it up.She transferred me to someone else to make the appt.I took the first one 1/20/22 12-5pm and have received nothing. Waited around all day for nothing.All this running around and I'm left with feeling scammed! I want the full refund!No excuses!