Pool Supply World

BE WARNED! Pool Supply World may have "decent" prices but that is the ONLY thing good about this company and it is definitely not worth their HORRIBLE customer service. Purchased a Pentair IC15 from this company. Anyone that knows anything about pool equipment knows that you can not determine if a salt cell works unless it is installed with water flowing through the cell. I tried to exchange the cell 4 days after receiving it then was informed I had to follow pentairs warranty policy. Tried following pentairs policy only to find out they wanted to send me to my competition to have the cello trouble shot. Called Pool Supply World back and by the time they gave me the run around it was out of their 30day return policy. Imagine that....If they cant support a company that spends thousands of dollars a year then they WONT support anyone.

Horrible service. Will not work with me in returning the product they sold me. Won’t answer calls. Neither the maker of the Vaccum I bought for my pool never moved inside the pool

Frank L U.
I ordered a pool pump filter, $194.00. Arrived, wrong model # (my error). Called for information regarding returning the item, was told there would be a 15% restocking fee, plus shipping. I was shocked to hear this and told the agent. She, in so many words said “You should have read our policy on returns” Evidently the fine print is VERY important. Any company that requires a 15% fee to restock is greedy and not customer friendly! I got an email with instructions for the return.
I had to take photos of the brand new item, submit them along with other information.
I never heard from them again. BUYER BEWARE, THIS IS AN INTERNET NIGHTMARE COMPANY!

Horrible customer experience and even worse problem resolution!!! I made a purchase online this past weekend based on an email marketing message about a sale and they will not honor and cancelled my order. They said there was a system issue and to have me resubmit my order but would no longer honor the previous price as quoted; even if there is a glitch that may have cause the items to be discounted more than they should have, offering a $10 coupon/credit is far less than a reasonable solution when the original discount was $50. They should empower their management to provide a better level of problem resolution then a poor token that was presented to me. Mistakes happen, but how you respond to them is what causes companies to lose customers and without customers, you are nothing! Possible UDAAP violation - deceptive/bait & switch tactic.

I will order from this there computer system is horrible I tried to order 1 item and they shipped me 4 items. There service was no help and just offered excuse after excuse.

I purchased a 24' round Sharkline Matrix pool in June 2018. There were some shipping issues, but finally got everything we need to install the pool ourselves. Upon opening the box for the pump/filter, we noticed a crack in the base of the filter housing. This was on a Saturday, and of course there was no way to contact Poolsupplyworld, as they were closed. The crack was in an area where it looked as if it shouldn't interfere with the operation of the filter. I went ahead and installed the unit to find pinhole leaks in both of the black hoses provided in the package deal. I replaced the hoses to get the pump/filter running and fill the pool the rest of the way. I contacted Poolsupplyworld to make them aware of the issue. Again, the unit is working, but I know the crack will create an issue right after my warranty expires. Poolsupplyworld stated that since I installed the unit, they were going to have issues exchanging the filter housing and went on to state that I would have to send them the bad piece and they would evaluate it and they could not give me a time frame on getting the new piece. I explained that this was not convenient, as I would be without a pump/filter for who knows how long. In the meantime, I contacted Pentair directly and they are in the process of sending me the part to replace the cracked one. Poolsupplyworld's customer service is inferior at best. It seems that once they get their money, they are not very concerned with helping out the customer. When speaking with the supervisor of the return department, it was obvious that they were not concerned with making sure the customer was taken care of. I have 3 people that have came and looked at our pool and have decided that they want one like ours. I explained this problem with them and there is no way that I would recommend Poolsupplyworld to any of my friends, based on this little issue that in the end, isn't going to cost Poolsupplyworld a dime.

I ordered from this company a filter valve. When it was installed it was not working properly so I called them. I was on hold for 45 min and disconnected I called back and was on hold 1 hour. When I finally got through they said my valve was under warranty so they would send a new one out and I should receive an email with all the information. We even discussed we needed it in a hurry because of the pool chemicals and he assured me he would do his best if not overnight but 2 day. I never received email and two days later I tried calling because I never received email or valve. Was on hold 1 hour so went online to chat to find out they were not sending valve I needed to go through Pentair. DO NOT ORDER FROM THIS COMPANY! You can never get through when their is a problem and I was told I would receive my warranty and it was on its way when it was not. Now I not only have to wait on Pentair but will have to spend hundreds of dollars in pool chemicals!

Scam artists! They are looking to be paid regardless of their unreasonable terms, and will charge you even after wrong items are shipped. By their standards of practice, you are billed on the date of purchase, yet you would have to wait in excess of a month for, at best, only a partial credit upon return .I had to dispute their charge with my credit card company.
I wiish I could give them negTive stars!

Ordered an above ground pool from them - I called customer service before ordering and they told me the product was in stock and woudl ship in 24-48 hours. the Pool ships from their warehouse and then goes to a freight company. I have called everyday to get a status and no one answers. they have charged my card and haven't shipped anything. They have confirmed each day that the product is in stock, yet there is no shipping information. I cannot get a manager on the phone, and I will be cancelling the charge with my credit card as this is not going to ship. I would give them 0 stars if I could. It's interesting when you are on their website they show you google reviews that are all positive, yet after placing the order I googled them and there was nothing but negative reviews on people not recieveing their order but being charged for products. they are stealing people money and not providing any goods. I will be filing a complaint as this is clearly a sham business - BUYERS BEWARE THIS COMPANY IS FAKE.

Buyer beware!! description on website was inaccurate so didn't receive what I thought I was ordering adding to the headache product arrived damaged!! After over an hour spent on the phone no resolution! someone will contact you in 72 hours they say. This is a really clean cut situation. I wanted to use my item this weekend, Good service would have been making a decision now and get correct product shipped out immediately! Today is Friday so I will wait until sometime next week to find out how they will proceed, so even if they ship my new product I'm looking at week after next at very best. When I said how disappointed I was with this experience the person on the phone told me I was entitled to my opinion and had no worries when I said I would share this experience in a review. Very poor service... I regret using this company and will not again.

Bought a heater which was posted $25 less than other sites, but it was never delivered till now. They gave wrong tracking number twice and both the times, it was found that the item was never shipped. They dont even have a proper system to track what is shipped and what is not. Still tracking with them with lots of frustration.

It sounds like a Garage shop. Dont get fooled by couple of bucks less price

Ordered a pool filter cartridge....no problems, no hiccups, received it within a week in great shape...saved over $25 compared to local pool stores for the identical cartridge.

What can I say about my experience with pool supply world! It was JUNK I ordered product from them and paid over the phone with my credit card. Got a verification email from the about the purchase, and delivery date. Delivery date came no product. I look at my email for that day and their is a notice of cancellation from pool supply world. I call the next day to find out they said they sent me a verification which was not received by myself. They also said the letter could of gone to spam! And if I want the order sent out I would have to verify with my credit card company and then they would then out the order. I would be very careful with this company when ordering customer service was NO help all they say is this is our policy! And the same thing with their management team NO help! Meanwhile I have contractors waiting at my house to finish up their work, so now I have to purchase from someone else so I don't pay to keep my guys to sit around.L

I am so hot right now, literally!!! For over 3 weeks I have been waiting for my pool part. Not one time has anyone called me to tell me when I will be receiving it, I called each time and now they said the end of June and they won't refund my money for 7 to 10 days so I can order another one!!! My pool is a swamp because it needs this part to run, who knows how much its going to cost to fix that after I order the part from a more reputable company!

I ordered a pump and paid extra for 2 day shipping. Two days later no pump. I called and was told that the order had just been processed and would ship in 4 days. Customer service was unable to explain why it was over looked and offered no solution.

total lack of response to order inquiries

After ordering online , I got a message about a week later asking for another verification, I sent over the information that day . About a week later I got a second message stating they would let me know when my items were going to ship two weeks and they hadn't shipped. I waited another week and called the found one item was shipping but couldn't find the second tracking for the other item they requested information from the warehouse and six days later still had no response. I called a few times just trying to figure out when I wad going to get my order asked if it would be faster if we canceled the order and got a different item, told them I would call back later and figure it all out. About an hour later I get a message that my order was canceled and I would get a refund in about 7 days, called again because I need the pump immediately not in a week or two and was told that I was the one that filed the cancelation and I would just have to wait after four weeks of waiting already. The first item I got was damaged and I don't even know what to do with it now. The customer service is a joke, no one in this company can call their warehouse to find out information for some reason

I wanted to share my one and only experience shopping online with this company. I placed an order on 4/25/18 in the morning to order a Pentair IntelliBrite SG Color LED 12V, 26W. 100' cord with stainless steel face ring for our in-ground pool. Once I printed my invoice, I noticed that I had ordered the wrong model#. I called customer support asking if I could cancel and ordered the correct model# for this same light. I was told I would receive an email letting me know if this was possible. The next day I received an email stating it was not. I would be charged a $10.00 label (no problem) and a 15% re-stocking fee. I would have thought to keep me as a customer they would have waived this fee as the correct model# was more expensive. I was told I would need to receive the delivery then call to get a RMA. I called the day It was delivered to get the RMA process started. Customer support jumped right in with the fees it would cost to send back, telling me I had to take pictures of the product and attach to RMA email I received. Was told I would receive the RMA label within 48 to 752 hours. Its now 4 days later and I have not received this RMA label to return this pool light. This company has very shady business practices. I would not recommend purchasing from this company.

I ordered a pool liner and after 4 days and still not yet receiving a shipment notice, I called to inquire about it meeting the delivery time. I was assured that it would arrive on time. I called again each of the 3 next days to inquire, since I still had not received a shipment notification and was concerned it would not arrive on time. Each time I was assured it would arrive on time. After the last call I was informed that it would not be shipped until 3 days after I was to have received it. So my actual arrival day would be over 7 days from the original “arrival by” date. They said they could not expedite the shipment, nor compensate me for my inconvenience and their false “deliver by” date. I will add that each of the customer representatives were polite and professional.

Shopping at Poolsupplyworld.com was a nightmare. I paid for 2nd day shipping for an additional $34.95 and it took 5 days to receive. It shows that Poolsupplyworld.com delayed shipping the item. I called and discussed with the manager that I paid for 2nd day shipping and I received the standard shipping services which is free. If I choose standard Shipping I would have received on the same date. I feel that I have been scammed by this company.