PoolSupplyWorldReviews 297

I ordered a part for my pool cleaner on June 2. The part arrived on June 5. I was elated. Opened the package and they sent me a part for a different cleaner the parts are not interchangeable. I've called June 8, June 9, June 17, and June 26, and June 27 to get a label to return the part for a refund. As of July 5, no response. After a total of 4 hours and 24 minutes on hold and then talking to customer service each time, I have no correspondence from the Return department. The part cost $62 and change. I still need the correct part but doubt I'll ever hear from the Return department or get my refund. This problem was entirely their fault. Even the picking label reflected the part I ordered but I received the wrong part. I won't be using them again and I suggest customers be cautious because at this point, they have stolen my money. Terrible customer service and NO return capability. Nothing on the website to allow me to complain to their management.

Ordered a pool motor and seal June 6th. Got seal in fairly quickly, but no motor. Tried to call and took FOREVER to talk to someone. They couldn't say where motor was coming from or when it would be shipped, but said we'd get an email update. Never happened. In the meantime my pool is turning green. Sent numerous emails and no response. Called again(horrendous wait time!), and same answers. Finally by June 26th, called and cancelled order. Person I talked to said order will be cancelled. On July the 3rd I called to see when the charge for motor would be taken off credit card, and suddenly I'm told motor has been shipped and arriving July the 5th, and we will have to pay return shipping! We received no notification of motor being shipped, or any other notifications for that matter. Beware if you order from this company! I asked to speak to a supervisor or manager, and was told they were not there. Good prices weren't worth the terrible service!

The website was not clear on measurements for an item (length? Diameter? Circumference?) so we ordered the wrong size. We're first told we could exchange, but didn't get e mail directions. Then told can't return items under $25. Been waiting for the supervisor to call me back. I've been on hold for about 2 hours over 4 phone calls trying to get through. Be forewarned... And the promised call from a supervisor has not come in over 48 hrs. Check out Leslie's Pool supply - cheaper and better customer service!

I wish I had looked up reviews BEFORE my purchase. While the pricing was competitive, the item I wanted, a pool ladder was backordered on other sites, and marked "IN STOCK" on their site. So I made the decision to purchase. This was a month ago. So about 10 days after I placed my order without any contact from them, not even a confirmation that my order was received, I went to the site to check the status. All I could find was that there was an order, nothing else. So I went to chat, which let me tell you is NEVER available. So I chose to email them. Nothing, Another week, NOTHING. I finally went to paypal and filed a claim. STILL NOTHING. I decided to call, and an hour and 20 minutes later all the operator said was that they would send me an order confirmation! That arrives 3 days later. Two more weeks go buy with no contact. I kept the paypal claim open just to be safe. Finally this morning over a MONTH later I received tracking that it shipped, oh and a reply to one of my 50 emails that my order cannot be cancelled(convenient right?) Take it from me don't try to save money and choose this supplier or it will be a fiasco!

We ordered a CuLator Metal Eliminator and Stain Preventer Ultra PowerPack 4.0 which shows in the pictures (see below) to include several items along with the Metal Eliminator and Stain Preventer in a small box. It cost $44.99. The only thing that arrived was the little box. I was told that the extra items were not included in the order. Not acceptable. There is NOWHERE in the details or description saying that the items do not make up the package which is called Ultra PowerPack. There is another item in their product line that includes the rest of the things pictured, but for $100.
Consumers beware. This is truly false advertising. The jury is out... we shall see if they choose to make this order right by us. Supposed to be contacted by the "higher ups" of the company. If so, I will update this review. If not, I will avoid them from now on... wish I had read the reviews prior to ordering. Customer service makes or breaks any company. In today's troubled world, one would think that companies would do all possible to keep business and have top notch customer service.

I should have looked up reviews prior to ordering. I was just excited that I found that I was needing for a cheaper price than local stores. I found out the hard way why it was cheaper. It is not the correct product that was pictured on Pool World Supply website. I was finally able to get through on chat. Lucy was nice but the "higher ups" as she referred to them as made the decision that the correct item was sent regardless of the none matching pictures. Now in order to return this item I have to pay for the return shipping and the restocking fee. SO basically they sell the wrong items and then make money off the returns. I would not be surprised if this item has been sold and returned many times over.

Well, its a good thing we have this thing called COVID-19 to blame everything that is wrong in the world, who knows what will happen when that is gone some day. I placed a $1400 order for a slide from SR Smith, which was "In Stock" and there could be a delay of up to 72 hours in processing due to COVID 19, OK, I get it, there is one person working there now doing everything. A week later I call, wait on hold for 1:15 to hear there is 1 person ahead of me, it sounds like it is transferring me and I get hung up on. I call back and hit all kinds of buttons and actually get someone. They say they are going to put in a tracking request. A week later I hear nothing back so I call again, another 55 minutes on hold and I get someone. They are saying another 2 weeks for shipping, things are slow at SR Smith. The website now still shows "In Stock" but does show 4-6 weeks to ship. I guess SR Smith has 1 person working there too. These companies should be happy they can be open and take a $1400 order, which by the way, I have already been charged for. They have the item, and my money. I can honestly say this will be the last time I ever order from them, oh, and go to Leslie's since apparently they are the same compnay.

This is the absolute worst pool company I have ever dealt with. They have not even shipped in almost 2 weeks, and I still have no notice of shipping, nor does ship info show on the website with order #. Every company I've dealt with in the past has had my order on my doorstep in 2 to 3 days. THIS COMPANY MAKES IT IMPOSSIBLE TO CONTACT THEM, even though they have NO problem taking your money. STAY FAR AWAY from this shyster company. Deal with anyone else!

Ordered an item online. The invoice included a photo of the item I ordered. Item received not even close to the item ordered. Expect a minimum of 2 hours on hold while the voice recording says there are 8 callers in front of you. No way it should take 2 hours to get to 8 callers. Customer Service Reps will make empty promises, send emails to document the phone conversation, then nothing happens. The emails will help my case with my credit card company and trying to get a refund. AVOID THIS COMPANY AT ALL COSTS. IT HAS BEEN AN ABSOLUTE HEADACHE DEALING WITH THESE THIEVES.

I ordered a filter part for a customer. My customer changed their mind an decided to get a new filter. I called psw within an hour of ordering to cancel. They said it had not processed and they would cancel the order and refund me. Well a few days later it arrived at my house. I have contacted them 5 times because they will not send ra return label. Each time I was on hold for about an hour. It has been over a month and all they tell me is that the return has not been processed yet. Never again!

I do NOT recommend buying from pool world supply... I ordered a pool filter cartridge from them over a month ago and when I received it I realized they sent me wrong one. After being on hold for hours I finally got someone and they said they would send a return slip. I still have not received anything from them. I have called and emailed them. They do not respond. So if you decide to order from them and you get wrong product or it's damaged then your pretty much out of all that money

Tried to call and cancel my order, too late already shipped it out. Spoke with Amanda and she assured me they would email me a return label to ship it back. Asked for an extension from Amanda and she gave me one, but their system said it was invalid when I called back. Back to square on!. Never heard from them... called again and had to wait for ever for someone to answer the call. Expect a 30 to 45 minute wait. Waiting on hold right now - even if I do get my refund, I will never use this company again.

More than two months after my initial order, and having never received the item I ordered, I've finally seen my refund credited to my credit card account.
This follows numerous emails and four phone requests. None of my emails were answered, and none of my long wait phone calls generated a prompt response. I finally threatened to contact the BBB and Arizona state attorney general's office.
So, I have my refund, but overall this has been a negative experience. I suggest you consider other sources for your pool needs.

Ordering was easy and the shipment arrived on time but thats where it ends. After several hours of building the pool, it was time to put the liner in, turns out it was not the liner I had ordered, it was close except it has this ugly gold fake tile print all around it that I hate. Well I installed anyway because I have been waiting weeks for this pool and have been spending all day building it to this point. Well the liner went in, left it to fill overnight. Woke up to finish it off by putting the top caps on the corners... Wrong top caps, wont fit at all leaving bare metal brackets visible.

The "customer service"
The first week I tried calling their phone system abruptly ended the call saying that no one would answer due to COVID. Maybe... but they can easily set it up for employees to answer the phone at home during COVID. Besides, they were able to ship it out and I can assure you packing 400lb pallet is more than a one person job.

Ive emailed, with no response.

Called a few weeks later, after being caller #9 every single time I call, I finally got through to a human. She seemed to understand the problem and had me send pictures to an RMA request email address that she sent me, I did so right away and ensured she got them before hanging up. I was told someone would reply ASAP and get this taken care of. That was May 29th, It is now Jun 19th and I still have not heard again and am back on the phone as caller #9. Probably to get reassured that it will be taken care of and end up with a half built pool with an ugly liner.
I think for spending $2000 they would take care of the customers a bit better.

Do not recommend, terrible customer service.

I ordered a pool back on 5/5/20. Showed it was in stock and would ship in 3-5 days. After day 5, I called and they said it was on back order and would take 6 to 8 weeks for delivery. I asked at that point if I canceled order, would I be charged a restocking fee. I was told no. I told them I would call back, after I spoke with my son. I called back the next day, and mind you when you call, you are on hold for at LEAST 30-45 minutes. I finally spoke with someone who process the cancellation. I received the cancellation agreement via email. It stated IF nothing shipped, order would be cancelled. Well 3 days later I received 2 of the 7 items I ordered. So, that made it so my order could not be cancelled. Mind you the whole order was over $2500. 00. They shipped 2 items, that cost maybe $100.00. AS of today's date 6. 18. 20. I still have not been refunded! My fault I did not purchase on credit card. I will be contacting Attorney General soon, if I do not receive refund soon.