Pool Supply World

I am rejecting this response because:Again I have been using 3 inch chlorine tablets for over 20 years. There was no reason to read how to use them. Do you read how to pump gas every time you go to put gas in your car at a different named station. These people are as bad as their tablets. They need to stop saying they are sorry because we all know by now that they are because they keep trying to put fault on a customer when they are liable for selling some horrible tablets that ruined her pool. Why can’t they just make it right and replace the liner, reimbuse for the tablets and stop selling these horrible tablets. I will never accept that it was my fault. Shame on Pool Supply World for continueing to change the reason to whatever to put the blame on me. I bet if you took a survey with a hundred people and ask them if they had been in my position and had been using 3 inch chlorine tablets for over 20 years with no damage I might add, would they have stopped and read the entire 50lb bucket to see how to use something they have been using for over 20 years. They would all unaquivitely say NO. It is stupid for Pool Supply World to assume they would. If these tablets had a special way to use them then Pool Supply World should have included that information with these tablets not assume people were going to read the bucket in its entireity People don’t even read the back of medicine bottles half of the time that they are going to ingest. Pool Supply World just do the right thing and let me be encouraged that there are still some decent people left in the corporate world. Wouldn’t that be nice and encouraging?

Hello,We have worked with the installation company, they are working with the customer to get this installed. We have provided $150.00 discount for this order for the inconvenience. Thank youPool Supply World

I am rejecting this response because: 5 DAYS IS STILL NOT 2 DAYS BEFORE OR AFTER 10 AM.  WHAT A POOR WAY TO DO BUSINESS.

Thanks for the message and sorry to hear about the issues you have experienced. I have emailed you directly to hopefully work towards the solution that was discussed before. Please email me back via the provided email address, and I would be happy to assist further.Have a great...

day! [redacted]PoolSupplyWorld[redacted]

Hello,Again we apologize for the issues that have occurred. If the directions were read and followed all of these issues would not have happened. We will assist with some type of discount on a replacement liner and that is all. Thank you Pool Supply World

This issue has been resolved and this complaint can be closed.  Thank You, [redacted]Murfreesboro, Tn 37129

Thank you very much for your reply, [redacted].I am very glad that you contacted the company. As a result of my case against them through [redacted] (and their contact with them) I was finally issued a refund today.Sincerely[redacted]

Hello,We sent the customer a return label for the item yesterday. After receipt of the item we will issue a full credit. We apologize for any inconvenience. Please let us know if there is anything else that we can do to assist.Thank youPool Supply World

Hello,We have been working with the customer to resolve their concerns. Several replacement items are on the way to them. We also have credited the order $125.00 for all of the inconvenience. If there are any future needs in regards to this order our Above Ground Pool Specialist is able to...

assist.Thank youPool Supply World

Pool Supply World sold me an old version of some pool equipment that they had in their warehouse. I am not able to use this equipment with the latest features because the unit they sold me was two years old when they sold it to me. The more recent version that I needed was out for over a year already, but Pool Supply World only had old stock and sold it to me as if it was the latest revision. I now would need to spend over $300 more to get the feature that I wanted to work. Pool Supply World told me that they sell whatever is in their stock, no matter how old it is, and they consider it to be the latest! Buyer Beware! If you shop with Pool Supply World you will get what they have in stock, even if it is years old and outdated revisions. They don't seem to care.

Review: I placed an order on 5/24 did not receive any information so I called yesterday and spoke to [redacted]. I was then informed that my order was no longer in stock and it would take 3 to 4 weeks restock. I then said I would like to cancel the order as summer will be half way over and I would like my grandchildren to enjoy the pool. I was then told it will take 5 to 7 days after the warehouse get the cancellation for me to get my money back. I am not happy with that and I would like my money back immediately. I was not given a choice to wait your company just assumed I would so therefor I do not have the goods I ordered and you have my money. Now I either want my money today or the goods because where I come from that is called theft by deception. I was holding on for [redacted](man but when she put me through he of course did not answer the phone nor did he return my phone call. I am angry at this point as I am sure you would be. I will not have any option but to contact the Revdex.com and I see there are 26 complaints against you company now. All have been answered but 1 .

Can you provide me with your order number, please?

I am not understanding why I have to wait for the warehouse as I have been told you do not have it

One moment please while I look into this for you

thank you very much

I can get another liner from another co. in 3 days. I have contacted them already

Okay so it looks like yesterday, we placed a cancellation request with the warehouse, you will have to allow 48 house for a response. If they are able to cancel you will receive another email stating whether they are able to cancel, at that point if they can cancel you will have your refund processed, it takes 1-2 days for us to refund it and 5-7 days for you account to process it back.

That is not acceptable. I want my money today. If you don't have the liner there should not be a problem.

We have to request the warehouse, unfortunately we aDesired Settlement: I would like a refund and I believe they should not sell items they do not have in stock

Business

Response:

Hello [redacted],We apologize for any inconvenience. The Pool Liners are made to order and we did unfortunately get back ordered on them. At the point the back order occurred you were immediately notified. The order has been cancelled and you were fully refunded on 06/04/2016. If you need further assistance please let me know. I can be reached at [redacted] x [redacted]Thank you[redacted]Pool Supply World

Consumer

Response:

I am rejecting this response because: I have been refunded but it took too much stress and I was not immediately notified. I tried to contacted the business several times and left my phone number with 2 different people and never receive a call. Customer service from your managers is terrible and this makes people angry a simple email or call would do wonders. I do not need an further action but I do not appreciate the lie.

Review: Hello, my name is [redacted] and I recently bought this pool. As it shown on the description it was an [redacted] item and I received a [redacted] pool product which are totally different brands. I contacted the seller and they stated it was the same. I did my research and found out that they are different brands, but are interchangeable products which I understand but different brand. The pool I received was missing a couplers that hold the pool liner to the wall of the pool. I went ahead and put the pool together which was a mistake and filled it with water. Well the pool exploded because of the water pressure. I take blame for that, but I contacted the seller and they stated they would be happy to sell me another pool at their cost. They went back on their word and said no and offered me to buy the same pool at the price $849.00 and they would waive taxes and pay shipping. On their site they offer free shipping on almost everything. So why take an offer of free shipping when they offer free shipping already. I advise them they leave with no choice but to fail a claim for false advertising. I also understand they didn t have to offer to sell me another pool at cost but they did and went back on their word. Can you please look into the matter for not sending me an [redacted] pool but rather an [redacted] pool. Thank you for your time and if you require more information please let me know.Desired Settlement: I would like for them to keep their word about selling be a same pool at their price.

Business

Response:

Thanks for the message and sorry to hear about the issues you have experienced. I have emailed you directly to hopefully work towards the solution that was discussed before. Please email me back via the provided email address, and I would be happy to assist further.Have a great day! [redacted]PoolSupplyWorld[redacted]

Business

Response:

Thanks for the message and sorry to hear about the issues you have experienced. I have emailed you directly to hopefully work towards the solution that was discussed before. Please email me back via the provided email address, and I would be happy to assist further.Have a great day! [redacted]PoolSupplyWorld[redacted]

Review: I purchased a check valve from Pool Supply World. However it was too large and I needed to return it. I contacted Pool supply world and they gave me a RMA number and a UPS mailer. I mailed the unit back and it was delivered on 7/22. As of this date, I have not received my refund back to [redacted].Desired Settlement: I wan the credit back to [redacted]. I followed the instructions obtained the RMA and returned the unit.

Business

Response:

Hello,The customer has been credited in full for this order. Thank youPool Supply World

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. Thank you so much.

Review: [redacted]I purchased a 25 sq. ft. above ground pool cartridge filter and pump from your acquisition, PoolSupplyWorld.com. When we unpacked the pump about 3 weeks later (which is when we got the pool), we found that it was missing the wrench tool. When we installed the pump anyway - it leaked at every fitting AND it is making very loud noises.

Because we contacted PoolSupplyworld.com 12 days after the 30 day return period, they would not stand behind this product and allow us to return it. Instead they told me to contact Hayward directly. Also they never even responded to the missing parts request.

I have since filed complaints with the Attorney General and the FTC, however, we are still stuck with this $254.00 piece of trash that is missing parts and leaking out all of my pool water.

Are you going to stand behind your products?Desired Settlement: I want the company to have [redacted] pick up this item and I want a full refund. At first, I just wanted an exchange but I never want to deal with this terrible company again.

Business

Response:

Hello,I spoke with the customer earlier today. We are sending out a full replacement unit. We have also provided a return label to get the original unit back after the replacement arrives. Please let me know if there is anything else we can do to assist. Thank you[redacted]Pool Supply World

Review: I purchased a salt water replacement cell from this website. When the cell came I realized that the cell is too small for my pool so I called the company to return it. When I spoke to a customer service rep he said no problem that he'll send me an email and that I have to send him a picture of the box and then he'll send me a return label. That happened promptly so I was happy how easy that was. I returned the cell and waited over 1 month for the refund to even process. I finally received an email that it's processing and I should get my money back within 7 days, however I paid $225.99 and my refund amount is $182.09. I called the company back and asked about my refund amount and said that I paid 225.09 and this time the rep was very rude and told me well did you read your e-mail? It said on the bottom that you'll get your refund minus $10 dollars shipping fee and 15% restocking fee.. No one has ever mentioned that to me before, this company hides their fees and basically steals from customers. I expect my full refund amount.Desired Settlement: I expect a refund of 225.99 not 182.09!!

Business

Response:

Thank you for the purchase and sorry to see the mix-up with the item. Our return policy on the website, and email with return label do provide all details on potential returns and shipping fees etc..Any restocking fees are intended to cover the costs that we as a company incurred in sending out the original shipment for free, as well as the potential replacement of packaging material. In the case of this order we will go ahead and refund the order in full for you, you can expect to receive the difference back to your account within the next few days. If you have any further questions please let me know and I would be happy to help. Have a great day! [redacted]Customer CarePoolSupplyWorld[redacted]

Review: I purchased a pool cleaner on june26,2016 from pool supply.There was a piece missing I called them.After talking to aqua bot which is the manufacturer of this product I had found out it wasn't the right product for me.I have called five times and I have sent pictures to get a return label.I keep getting the run around.The employee I spoke to yesterday it says is really hard to get your money back.I have contacted my credit card company.I feel like they should be reported.I used the product once.please help me,very frustrated.There customer service is horrible and I think illegal.Desired Settlement: I just want to send the product return and my credit card credited..

Business

Response:

Hello,We sent the customer a return label for the item yesterday. After receipt of the item we will issue a full credit. We apologize for any inconvenience. Please let us know if there is anything else that we can do to assist.Thank youPool Supply World

I ordered from them using Ebay. I found they shipped and delivered, faster than promised on Ebay. They followed up with giving details about wanting to make sure everything was done to my satisfaction. I just ordered a second back up filter and as I was looking, I saw a few negative things listed that were contrary to my experience. It seems in today's world people only want to take the time to complain, no one wants to take the time to compliment. Speaking for myself, I have found my interaction with them to be nothing but positive. Thank you and keep up the good work

Purchased a winter pool cover which had a multi year warranty. After 2 seasons, the cover had started coming apart at the grommets. I contacted them regarding the issue. I was asked to send pictures of the problem areas. Within 24 hours of receiving, they e mailed me that they are sending out a replacement.

Communication is very good with Pool World Supply.

Very happy customer!

Worst company I have ever dealt with. They have sent me the wrong filter twice. Took me days to get a hold of them to return the filter the first time. Then several more days to send the replacement filter. Then they sent the exact wrong filter again. Several more days to get ahold of them to return the second wrong filter. I ordered from them May 23, 50 days ago, and have still not received the correct filter or refund. They have ignored my emails and phone messages. Filing report with FTC and Revdex.com today. DO NOT USE THIS COMPANY!

Review: The lack of communication between the warehouse and the ordering department for this company is abhorrent, as is the lack of caring and follow up from the Customer Service Department. I placed an order for a singular drain/ fill valve part that was IN STOCK (according to their website)on 09 April, 2016. I was given an estimated delivery date of 02 May 2016. Why order fulfillment and shipment would take that long is beyond my understanding. I was in contact with the customer service department via on line chat, phone call and email, multiple times for the following 20 days, in an effort to find out when my order would actually be shipped, and to obtain a tracking number. On every occasion, I was given what seemed to be a scripted "I'll look into that and someone will get back to you within 48 hours" response; on NOT ONE singular occasion did any of the CSR's EVER get back to me. On 29 April 2016, I finally received an email stating that the warehouse was "out of stock", and the part needed to be restocked and shipped out, thereby delaying my order by 10-14 more days. I am extremely frustrated at the way this matter was handled, and I am canceling my order and demanding a full refund. I have NEVER had such a poor experience, and lack of utter follow through with ANY company I have ever done business with before.Desired Settlement: Examine the lines of communication between the department receiving orders and the warehouse. Why is shipment time 20 - 30 days for an order containing one item that is IN STOCK? There HAS to be a more expeditious way to fill and ship orders. Also, SEVERE retraining needs to occur with your Customer Service Representatives, regarding follow through and communication. Your customer satisfaction should be a major concern, as it affects repeat business, and ultimately your bottom line.

Business

Response:

Hi [redacted],Thank you for your purchase with us and I don't believe I can apologize quite adequately enough for the lack of service you experienced. At this point I have refunded your purchase in full and the funds should be back to your account within just a day or two, feel free to use or discard of the item as you wish. Your order/experience is definitely a training moment for our customer service team and something that I will address personally with our team. If you do have any questions about anything, please feel free to email me directly at [redacted].com, or call me directly at [redacted]. I hate to lose you as a customer and if there is something you need in the future, I would be happy to try and get you the best possible price on it. Have a great summer! [redacted]PoolSupplyWorld[redacted].com