PoolSupplyWorldReviews 297

First off, I'm being generous by giving them 1 star! They deserve a ZERO.

I ordered a set of replacement grids directly from their website via an "exploded view" of parts that comprise my filter. Incorrect part was shipped. Contacted immediately via chat: Completely rude and frustrating experience. Chat agent was clueless and was responding from a company playbook with no regard to / knowledge of the actual situation. Customer service is a JOKE. Communication is non-existent. Customer Service insisted I ordered the wrong part -- what a joke -- I ordered it directly from their website.

Box was never opened. RMA department handles all returns and their communication is HORRIBLE (only e-mail when / if they decide to respond -- days go by with no response). Fought with the RMA department for a month before they waived the restocking fee (unopened box), but they kept the $18 return shipping charge in force! The only way they would refund the restocking fee was if I made another purchase from PSW -- Literally held $13.04 hostage until I bought from them again. LAST PURCHASE EVER!

Bottom line: After a month of painful (mostly me trying to get a response) communication, I was charged an $18 return shipping fee -- for the wrong part!

IF you want a complete and utter hassle this is your company. If not, I'd buy from another company.
Pool Supply world is a total JOKE! I will NEVER buy from them again!

The pool cleaner did not work after 2 hours of using the machine. After contacting the customer service team immediately for a return authorization we were given the run around to get it repaired under warranty. After following all directions and having it repaired it still didn't work. We contacted Pool Supply world with there requested receipts and was again given the run around. Still trying to get a refund. Stay far far away from this place.

If I could give zero stars I would. I purchased a pool over 3 months ago. Since then I have co tacked them through email, I've called, and I have had no success in getting an update on my order. Today I got a email saying they refunded my order without any communication or response to my questions. To add insult to injury they charged me over $100 for this stupid pool cleaner they gave me for free with the order. Why do I need a pool cleaner without a pool! They have had my money for almost 4 months and now I have to go through the hassle of sending back the stupid cleaner to even get all my money back. Sumer is now almost over so no chance of buying a new pool in time for the kids to play either. Screw this company. Horrible business and horrible customer service.

I ordered a part in mid-July, it came weeks later after numerous phone calls to track the shipment. The agents were clueless. The day that I tried to cancel the order, I got an email that the part was shipped. So, I called back to tell them to stop the shipment, but they couldn't. So, I asked if I could return the part. The answer was that there would be a 15% restocking fee and I would have to pay for postage. I complained to a manager who made it clear that he would "try" to waive the fees, but that a "team" makes that decision. STAY AWAY!

I ordered a back up valve for my polaris cleaner and based upon the information in item description, ordered it. It arrived and I could see that it was the wrong item. I notified them for return information and they asked if I had original packing ( I did) and wanted pictures of product before they would authorize a return when the order information clearly indicated that I had only received it in a couple of days. I think that the return shipping charge of $15.00 was excessive since it was returned normal shipping and the 15% restocking fee was as well. I ordered from a different vendor and received with no issues. I would not recommend this retailer as have several other customers based upon the reviews.

I ordered a pool heater in May, it came with a promotional pool cleaner. The pool cleaner came within 1 week. At the end of July I was told I would not be receiving my heater. 3 weeks later I received a partial refund. The cleaner was subtracted. I was told I could not return the cleaner due to the box being opened. I did not set out to buy a cleaner just the pool heater. After hours on the phone I was told I would not be receiving the rest of my refund nor could I return the cleaner.

I ordered a part at night. The minute they opened up I called them asked them to cancel it as it was not the
Right item we need. NOPE - not happening. The idiots shipped it - I had to REFUSE it with FedEx - then they still charged me the $25 fee - over a month later still no refund "less their $25 fee"... the said once they create a shipping label they can't stop it." That's BS - they're just lazy $#*! people!
NEVER EVER EVER will I deal with this company - EVER!

I'm really disappointed in this company. I ordered some products and they lost half my order on 07/09/2020 I received an email saying this ticket number PSWSF-******* was created. I've called every three to five days to check and each call I'm told it will take another 3-5 days. On 07-30-2020 I finally receive an email saying "they've started the replacement process and I should receive a Tracking number." I called 08/06/2020 and again I'm told 3-5 then in the same conversation I'm told 7-10. I've ordered stuff from here before but I think this is the last time. I can't believe this.

I only ordered from Pool Supply World because their website said the product I wanted was in stock. Well here I am weeks later and still no product. The customer support lady (who was friendly and helpful) said there was a problem. Well the problem was told that the manufacturer need 3 more weeks to get it to Pool Supply World. So, do not purchase an item from this company. I have not been able to use my pool all the while this is going on.

So, I unfortunately order filters for my pool, and later realized that maybe I ordered wrong ones, from picture and description they looked like would fit but who knows so I called them and asked just Incase they don't fit would they return or exchange it, they said yes but they will charge me restocking fee which I agreed to pay, only if they don't fit.
After a week I called since I never received them, they said it's lost by fedex. So I said ok let's just refund me and I will buy it from Amazon. They agreed to refund partially saying they are charging 15% that's $35 restocking fee. I said if it's lost what are you restocking.
They said because you mentioned that if it doesn't fit then you may return so we will charged you restocking.
Something that's lost and I didn't get to try to see if I really have to return how could you charge a fee blows my mind. I called fedex and they confirmed that they reimbursed them fully. On top horrible customer service, everyone I spoke with was trying to make me look like I'm wrong and they are right, some one should ask if it never left their warehouse or if it's lost what did they restocked?

I ordered 2 chairs on JUly 2. They immediately took my money from my paypal account and sent me a confirmation email. The tracking link in the email, did not work, took me to a page that did not exist. I should have realized this was going to be a problem. After weeks of the tracking number not working and no further communication from Pool Supply World, I sent an email on July 22, which was received with an automated response that someone would contact me. Which no one did. After sending a second email a week later, I received a ticket was created to look into the issue. It is now July 31 and I have still no chairs, no tracking information and have been on the phone with Pool Supply World for over 45 minutes. I have spoken with 3 people and will accept nothing less than a full refund. They have told me that the item comes from the manufacter and that they do not know where the chair are but that they have shipped and they cannot issue a refund. Let me get this straight, their vendor has shipped the chairs but even they Pool Supply World, does not know where they are, but I not entitled to a refund? Their issues with their vendor is not my, the consumer's, problem. STAY AWAY - DO NOT ORDER FROM THIS SITE!

This business does not value customers they scam artists, they sell items that are incorrect and then will not issue a RMA return ticket for a full refund. I ordered a UV lamb for my Delta Elektra Pro EP-20, the bulb required measurements are 35 1/8" they send me a bulb that measured 33" over 2 1/8" to short for my system. In their return policy states you have to call and request a RMA return ticket, which I did, wile speaking with customer care rep. Tom Antonson, he requested I send pictures to make sure the bulb was 2 1/8" to short, which I did even though I found it very hubris to say the least since for the past 15-years I have replaced my systems UV bulb and know what size it requires. After receiving the pictures Tom emailed me back stating that a RMA ticket would be issued in 72 hours. Then one day later on 7/17/2020 I received an email from customer care Miss Maura stating that they had 3-5 business days to issue a RMA return ticket, and after several email correspondence it became clear that they would not honor their own policy, to this day I have not receive a RMA return ticket. When I did not received any correspondence back from Pool Supply World on 7/23/2020 I send the incorrect UV bulbs back at a cost $34.96, to this day they have not excepted the return UV bulbs even though FedEx has been trying since 7/28/2020. This company cannot be trusted and are not honest brokers.