Pool Warehouse

My complaint centers on the fact that the Pool Warehouse was not forthcoming about the delayed shipping and missing parts of an above ground pool. On ***, I purchased an above ground pool kit and at this time was told the product would ship within 2 weeks and that 2 people could put the pool together. Over the next 10 weeks, we still did not have a pool, I was told a variety of reasons for the nature of the delay, which all related back to ***. However, there was no problem taking our $*** for the product all of this time. The kit finally arrived at the end of ***. However the name of the pool is different than the one we purchased. I emailed *** about this and was told it was the same pool. Who knows if this is correct. Necessary pieces of information was missing (ie: quantity of sand needed), screws were missing (we purchased) and 5 weekends later the pool is still not complete. We only received the pool pump at the end of *** and was never told this would be arriving a month later. We have now *** discovered they sent the incorrect liner receiver for the beaded liner. So, still this pool cant be put together. We will now need to get this item and hope nothing else goes wrong. Six months after ordering this pool, it is still not put together. The liner did not include adequate instructions and we had to go all over the internet to figure out how to install. When you call Pool Warehouse, they never answer their phone. This is the absolute worst purchase for the money. The customer service is horrible, instructions are not user friendly and we feel they will tell you anything just to make the sale. We have no confidence in this company or that this pool is even safe to use. We want the correct liner receiver immediately sent to us by overnight mail. If not, the we will purchase from a competitor that has been more helpful in getting this pool together. Summer is over and we have a few weeks of warm weather left. We would like to be able to get some use from this pool.

Our pool slide we ordered came in with the wrong turn; other was on backorder- we encountered a cost to fix the plumbing to match what was sent. We purchased our slide with our pool kit. The slide was on backordered when we ordered which was fine as we had plenty of time. Once we recd our slide we opened the box and realized the wrong turn was sent to us. We had designed the pool and plumbing for a right hand turn and were sent a left hand turn. We called and were told they would check into this but the correct slide turn was on back order and they were not sure when it would be shipped. After being told about the logistics of their mistake (i.e. ship back the wrong slide, order a new slide, ship it back to us) we mentioned that we could check with our plumber to see how much it would be to change the plumbing for a left turn slide. The pool warehouse representative sounded excited about that possibility and indicated that they would give us credit if we were able to get that done. The plumbing cost was relayed to pool warehouse, $*** to have the plumber come back out and fix the plumbing, and he indicated that they would have to ask a manager to approve a credit. We received an email a few days later indicating that $*** was the credit they would give us. I communicated and reiterated that the credit, while generous, still did not cover our cost to fix their problem. The representative's response was that was all they could do. I informed them that we were only talking about $*** difference and that I would pass along my feedback to others regarding the customer service we received regarding the wrong slide and credit compensation. We have not received any communication back after two more emails. Today, we provided the feedback on PoolWarehouse's *** page which is what they ask for and created a post stating how we were pleased with the service up to the slide incident. We detailed out what happened as we have here and our post was taken down off of their *** page within 5 minutes. It is very disappointing that as a customer, we received the wrong product and we tried to come up with a win-win solution for both parties which is what pool warehouse should have initiated but it was us that attempted to find a solution. When that was agreed upon and we made changes at our cost to then find out that the credit would not cover our cost was disheartening. On top of that it seems like pool warehouse, or the individuals overseeing our slide incident, do not care about the customer.

Partial shipments and damaged product. Customer Service is almost null and void. Can not get a answer where the remainder of pool is. I purchased a In Ground pool kit from *** at pool warehouse on ***.I paid &*** Invoice No: *** Received an email the following work week with drawings of my pool and worked with ***. on the design. at this point I had very high hopes that this would be a great process. One month later i get a call from *** asking me when i good time to deliver would be. We set up a time and heard nothing from them the day of delivery. I called the following day and was told that my shipment had been held up in ***. and would be delivered the following Monday. Delivery truck showed up Monday and all that was on the truck was two skids containing the *** pool base and the 4 corners of the pool with all the braces. the pool coping was very badly damaged and I did not accept that. I immediately emailed Pool Warehouse and received an email saying it could be 3-5 business days before I had a reply. I was contacted by *** saying that she needed a list of what was delivered and a copy of the contract stating all the rules of the delivery process. I replied with pictures of what I received and a list of the few item in my possession. She told me that she would have to work with the manufacture to see where the remaining parts were. Almost a week later I received an email saying that the remainder of the pool was at the trucking companies dock. I contacted the trucking company to verify that it was in their possession and asked them to send a list of everything they had. The following Monday (today) a box truck showed up with the pool Liner, Pool filter and 3 bags of sand for the filter and the 8 ft white steps. That was all they had. I explained to the driver that there should have been allot more and he told me that it may have been sent with another carrier. After he had left i had help moving the steps and noticed that they too were damaged. I immediately called the trucking company and was told there was nothing they could do and I would need to call the shipper. I took pictures of the damage and sent them to ***. I called the *** number and talked to a sales rep that tried to get me in contact with ***. He then told me that she wasn't there today and didn't know why but that he would email her and let her know to call me about the situation. All i want is my pool and to know where the remaining 3/4 of my order is. I believe that if you spend over $*** with someone you should receive much better service and shipping information. I'm at a total loss of what i need to do and now I'm worried I'm never going to receive my product.

Bad delivery dates and pool was missing pieces and damaged. Spoke with customer service, response was basically it was my fault. I was told the delivery was going to be 2 to 3 days, and it took about 8 to 10 days. The pool was dented on the top of the side walls about 1/2 through the roll. Several pieces were scratched pretty good. I purchased coveing for the bottom of the pool edges and I did not receive enough of them to complete the radius of the pool. The pool is an 18'x34'x52" oval pool, their website is automatically converting the order to a 16'x24'x52" pool. So it will always send less than you need. Over 2 dozen of the 10 by 1/2 screws had the heads broken off, so they had to be bought by me so I could continue with the install. I went to *** supply (a company that specializes in fasteners) and bought these. The liner was not folded properly for the box, so we could not go by the instruction manual for the placement in the pool. The center line for the liner was wadded up and could not be unfolded and placed as instructed. Once the liner was set in place and water was being placed in it, we notice there was NO plastic coping sent with the order. The Pool Breakdown booklet shows on the installation diagram that it is supposed to have the coping, but none was included. I sent an email concerning all of the problems on ***, and I called on the morning of the ***. I spoke to a customer service rep. in the morning call and she stated that *** was my rep. and she was on another line. I was informed that as soon as she finished with her customer she would call me back. A hour later I had to call back to get in touch with her. She stated that it was my responsibility to check every single item in the delivery as soon as it arrived, that was the company policy. Then she wanted to know why it took a week for me to start to install the pool. This is none of her business, but I informed her that for the last week it has been raining everyday, some days heavy thunderstorms and one day we had a hail storm. She informed me that the manufacture sent the coping and she would contact them but since I signed for the pool there was basically nothing I could do. She never addressed the lack of coving sent for the pool, and once again told me that I should have opened each and every box on the side of the road and inspected all 100 plus items right there before I let the *** guy go to his next delivery. Then she said she would call me back. She didn't call me back. Later on the *** I called the customer service line again and asked to speak with a manager, I was told that the man I was speaking with " *** " was a manager and he could help me. I told him everything that I stated above and he basically told me the same thing that *** said. He stated that I should not have signed for the delivery if I did not go through each and every box on the pallet. He stated that if it was on the delivery ticket then it was delivered, period. I stated that if that was the case then why wasn't the screws in there own boxes, if everything was placed individually as he said, then why were the screws placed in boxes with other parts and why was the signage placed in with the sidewalls and not their own boxes. If every part had its own box then this should have been the case. Once again the damaged materials were not addressed. I was told I could file with ***. I reviewed a copy of the company policy for delivery and it doesn't state anywhere that I could find that I must open each and every box on the side of the road to check for each individual item and piece before the driver leaves. The plastic coping cost me additional time and money to purchase if I want to put my pool together. I asked to speak with their manager and *** told me that there was no one higher up to talk to about these problems.

I paid for my pool 10 weeks ago. Four deliveries have been botched, and I cannot get in contact with customer service to provide me with an update. We ordered our inground pool mid-*** (PO ***). We were told the pool would be delivered in 2-3 weeks once engineering specs were approved. However, when we received our engineering specs, they were wrong. It took over one week to get in touch with someone at PH to correct the specs and finalize our order. Once specs were approved, I spoke with sales (***) and specifically asked if *** would cause delay. He said "No. We are all still working." This induced us into buying the pool. Interestingly, ***, the day we signed our contract and submitted payment, is the same day *** shut down all non-essential businesses (which means on that phone call, the sales person knew there would be a delay and didn't warn us). Several weeks later, we received an email and call at ~4:50 p.m. on a Friday to say our pool would be delayed several weeks and to not call them back because they're too busy to take calls. A few weeks after that (***), we received an email that our liner was out of stock. How is it possible that PH (or its supplier) doesn't track inventory when people submit orders? I'm unclear how it took nearly 6 weeks for someone to realize they didn't have our liner. That same day, we updated our order to substitute a new liner. Finally, delivery was scheduled for ***. They delivered someone else's pool to us. Redelivery was set for ***. When that delivery arrived, the panels were so severely damaged that they had to be sent back. Redelivery was then set for *** (10 days is a very long time to wait for a screw-up that was not our fault). For this delivery, we were contacted by two separate delivery companies to confirm different delivery dates, which was very confusing, and should have been communicated to us by PH. So for Part 1 of delivery attempt #3 on ***, only 5/17 panels were delivered and some were wrong. I checked with PH to ask what pieces were set to be delivered next, and they said the person who knows about our account wasn't in the office that day. I'm unclear how they do not have a system to keep track of this sort of thing. Part 2 of delivery attempt #3 arrived on *** and had the same issue - some panels were wrong and others were missing. Almost 3 months after paying for our pool, and we're still waiting for missing panels that were never delivered. Throughout this 10+ week ordeal, we've sent countless emails and have left many voicemails. Some of the people we've talked to have been very nice, and others have been rude and completely unhelpful. The only thing that prompted a proactive response from PH was for me to comment on one of their social media posts. Interestingly, I noticed that they hide/delete all social media criticism. While they have claimed in other Complaintsboard.com complaint responses that it's a supplier issue caused by ***, they have done next to nothing to clearly communicate the issues and set expectations with customers. Also, their claim that it's "busy season" is a poor excuse. If they're selling lots of pools, that means they're making money, and if they're making money, then they can hire staff to handle customer support. Despite the many blunders, the lack of communication has been the single largest source of frustration. In addition to poor communication, their shipping arrangements are a complete disaster (the only constant in our several attempted deliveries was shoddy pallets that were broken/about to break and ill equipped to hold the panels). They are completely understaffed to handle customer support (despite claiming in a *** video that they have world-class customer support). I have taken off over two weeks of work to build a pool with the expectation that PH would competently handle my order, but that has unfortunately not been the case to date.