PoolSupplyWorldReviews 297

It's been nearly a month, and my order status is still showing "NEW". I called customer service and was on hold for over half an hour. When I finally got a hold of one of their reps, she said she would need to reach out to her warehouse for a status of my order. She copied me on her email to their warehouse and told me to give them 3-5 business days to respond. It's been 2 weeks now and I still haven't heard back. I've reached out twice since the 5th business day, and nothing. They're ignoring my emails now. It's great. Do yourself a favor and buy from another company, cause this one SUCKS.

This company is HORRIBLE! They use "Covid-19" as an excuse which is so disheartening! I placed on order on 05/05. No tracing No response to Emails No ethics! Their customer service line hangs up on you. I called on 05/19 and had to use the option for commercial business, then waited on hold for 20 minutes. I was told the warehouse just opened so my pool steps would be shipped out in the next 3-5 days. I was also told that they were sorry for the tracking and promised to send the information that night before he left. 2 days later on 05/21 I got an email from Juliana in Customer Service that I could expect 3-5 days. Today 7 days later no information. I called as a commercial business and spoke with Will. He said "sorry it's on backorder". I asked how that could be since it was being shipped within 3-5 days back on 05/19 since their warehouse just opened due to Covid. He "politely" argued. I requested a refund. After a few minutes of listening to him type he said he put thru the refund request, made notes and I wouldn't see the credit for 5-7 days. I asked if that would really be 5-7 days and if he could just honestly tell me the truth so I don't have to call again in 7 days for a different answer. Will said "just telling you what my boss said". What? DO NOT ORDER FROM THIS COMPANY!

9 week ago I ordered an in stock item (Hayward - GLX-FUSE-20 - Fuse Holder) according to POOL SUPPLY WORLDS web site. It has not arrived yet, but is still listed as in stock on their web site. My emails have not been answered. I can't get through on the phone and live chat keeps kicking me off after an hour plus wait. Ten days ago I did get a reply email from customer service after 11 emails sent and a threat of a bad review. Customer service said they would check order status and let me know in 3-5 days, no emails answered after that from POOL SUPPLY WORLD. The item ordered runs my salt chlorination system. I now have to buy chlorine for the past 9 weeks.
POOL SUPPLY WORLD was quick to charge my credit card. I have requested my money back in an email because I need to order this part from someone who will provide service, but again no reply!

I placed an order for a sand pump for my pool from this so called company on May 1st. I waited an entire MONTH and did not EVER hear from the company no emails nothing. I called several times and each time they said they would check with the warehouse for my order and I would wait days and days after each call and nothing finally someone told me on my last attempt to find my order that they probably don't have that pump anymore. I asked the representative what he meant and he had the audacity to undermine and belittle me saying "Well ma'am it's the opposite of having it." I ended up cancelling my order and of course have NO FAITH that I'll hear from this company on my cancellation and it will most like take MONTHS to get my $150 back for a pump they claim to have but apparently they don't. I have NEVER wrote a bad review on ANY company but there is a first time for everything. I highly recommend you take your business elsewhere.

We ordered a 15 foot pool kit late April. Waited a week and never got an order confirmation so I emailed them and got an automated response. Soon after my order confirmation came through and said 7 to 10 business days to ship. A week passed nothing. Second week passes and nothing. I wait almost 3 hours to online chat bc every time I call I got hung up on. Lady confirms that the pool is out of stock and will ship in 2 to 3 months. I was furious bc apparently they weren't going to tell me my $1000 pool was out of stock. So I request to cancel order. Lady says she put in request. A week later nothing. I call and finally get through. Diane tells me the order hasn't been cancelled so I am even more pissed and request it be cancelled immediately. She puts in the request and 2 days later I receive the email with cancellation request. That was around the 12th it was finally requested. Said my refund would come within 5 to 7 days. Nothing day 7 or 8 or 9 or 10 so I call get hung up on. Chat is no longer available. So I had to go dispute the charge with my bank for a refund bc the company won't give my money back. Will never ever again use this company and highly recommend spend a bit more and go somewhere else. You will regret doing business here. It's a headache and a waste of time and effort.

I ordered a new pool filter from pool supply world (pentair TR 60) item was received a few weeks later. Once opened the entire bulkhead assembly was missing for the top and bottom. Tried to contact the company for 2 weeks, continued getting the run around and told I had to wait 7-10 business day's in between every phone call for an answer about the missing pieces. In the meantime, the pool in my backyard was sitting stagnate and turning cloudy. Currently I am STILL trying to locate the missing items to our filter and in order to get them I have to pay for them AGAIN! I will NEVER order from them again and I strongly advise anyone else to please reconsider before giving them your money! Worst customer service I've ever experienced, phone reps are rude, nasty, and will hang up on you after waiting for hours on hold. Unbelievable!

On May 4th I placed an order with this company for a pool liner totaling 69.11 as they say on their website that they are still operating and "there to serve you". Later that day we changed our minds and I sent an email to their customer service as I could not reach them by phone. After a couple of days I sent another email as I had heard nothing back. I tried several times to call them but they never answer their phone. I tried CHAT on the 8th and finally after an hours wait spoke with a representative that said she could request the warehouse to cancel the order but could not refund the money until the warehouse confirmed the request. I waited for several more days and on the 14th I sent a third email and again tried chat but the representative this time could not help me as a request had already been submitted. I have heard nothing back from this company and have received no cancellation notice. They
Have an "F" rating on the BBB. Should have checked that first so don't believe all the glowing reviews. Look at the recent ones and save your money!

I placed an order for a ladder on 04/30. Site said to allow another 72 hours due to Covid. I continually checked the website for order updates to no avail. At first if you contact the 800 number it disconnected you. Sent an email and 5 days later got a response to tell me they would look into it and let me know in another 3-5 days. Still waiting for that follow-up. Used their live chat and all they would tell me is they have no idea as the warehouse hasn't processed it. This supposedly got escalated to their management and they were going to call me on this. That was four days ago and still no call. By far the worst experience I have had on line ordering something. I ended up cancelling the order. Having to wait 3-5 days for my money back. If you order anything you better not need it right away and forget getting any follow-up. Buyer beware.