The Pool Factory, Inc.

Customer purchase an 8’x12’x52” Oval Cameo above ground pool on our website on May [redacted]. They received the exact 8’x12’x52” Oval Cameo above ground pool that they chose and purchased on May [redacted]. Customer also left a review on Revdex.com’s website stating "my issue is not that I didn't received a 8x12x52, my...

issue is that I bought it base on the pic". It is clearly stated in our Terms and Conditions “Above ground pool images are for demonstration purposes only. The image shown may not be the exact configuration of the pool purchased.” Customer agreed to these terms and conditions before completing their purchase by checking our Terms and Conditions box at checkout. The diagram and the complete layout of the 8’x12’x52” Cameo above ground pool is clearly found on the 8’x12’x52” Cameo web page, ([redacted]) (Page 2) that the customer views before completing their purchase.This diagram shows the exact layout of the 8’x12’x52” Cameo above ground pool that the customer purchased and received. Customer opened cartons and assembled their 8’x12’x52” Cameo pool and our return policy clearly states that, “Above ground pools may not be returned if cartons are opened.” Our return policy is part of our Terms and Conditions that the customer agreed to before making the purchase.

I purchased my above ground pool from The Pool Factory this past summer and I am very satisfied with my decision. After installing the pool and comparing it to others I have seen, you can tell it is very high quality. Also, I love that it was made in America. The staff was very helpful in helping me make informed decisions. They even offer great customer service after you purchase the pool, answering my questions about opening the pool and keeping it clean. I would recommend (and already have) The Pool Factory in Brooklyn to anyone looking for an above ground pool.

I recently purchased a pool from the Pool Factory website and had it shipped to my home. The pool price couldn't be beat in for what was in my area and they offered free shipping. The same pool in this area installed by local company was $1500. more. I got the pool right on schedule. After having an installer put up the pool and put a little bit of water into it we had noticed that the liner was leaking. I called the pool factory to let them know. I have no doubt that The Pool Factory wasn't responsible for the liner problems. But after I sent them pictures of the liner, without hesitation, the owner sent me a new liner and had it to me the next day! You have to understand that sometimes these things do happen. But the difference is that this business stood behind their product and helped get our pool up in running. We love our new pool and I would highly recommend this company! We are looking forward to many years of Summertime fun. Thank you Pool Factory!!

Review: I ordered a above ground pool from the pool factory on May [redacted], 2014. I cancelled this pool the next day on May [redacted], 2014. [redacted] told me there would be a restocking fee of 25% I was never told this when I ordered the pool and there is nothing about a restocking fee on their website. Now [redacted] tells me that until she gets the pool back from wherever they sent it, I cannot get a refund. I do not believe this pool was ever shipped and is still in their warehouse.Desired Settlement: would like a complete refund of 1953.99

Business

Response:

The customer purchased a large freight item and then cancelled it after it was processed and had shipped. We let him know that we would give him a refund when it arrived back at our facility. Upon checking out on our website he agreed to our Terms and Conditions which state a restocking fee on all large freight Items. On 5-**-14 a full refund of $1,953.99 was given, waiving all freight and restocking fees.

Everything shipped on a huge skid. I left it wrapped so the installers could find everything. I lost a lot of sleep thinking what I would do if something was missing. Everything was there & the pool is beautiful. Now I just need some warmer weather.

Great experience, customer service very helpful and knowledgable

Very satisfied with complete experience, Pool package, shipping and most especially customer service

Come to depend on you guys to provide the great service you have provided me for the last few years. Everything shipped right away and I have it in three days after placing my order. Thank you and great service.

Review: I bought a above pool from the pool factory company on may * 2015 for $1399 basic in the product description and product picture that it was showing in the pool factory web page ,I receive the product ,but the product is totally different at the product in the picture it has less parts ,I call them and them keep telling me that it dos not matter if the pool looks different what it matter is the size ,I say that it matter to me because when I enter the size of the pool that was 8x12x52 the web page show me the specification of the pool and the picture and basic in the way it looks in the picture I decided to buy it ,the pool they send me it do not shows in their page and the picture that I saw it was not for the 8x12x52 pool size at they show in their page. that pool is for a bigger pool with the same name of the pool I bought cameo above oval pool I all ready get in contact with them ,they say is nothing they can do and if I want the pool in the picture I have to pay $800 more in order to get the other parts ,please I need my money back or I need the pool that I saw in the web page ,it was not my mistake as they say ,is their mistake using a bigger size pool picture with small size description I thing that is not fear with the costumers .Desired Settlement: I will like to get the pool that is in their web page or my money back

Business

Response:

Customer purchase an 8’x12’x52” Oval Cameo above ground pool on our website on May [redacted]. They received the exact 8’x12’x52” Oval Cameo above ground pool that they chose and purchased on May [redacted]. Customer also left a review on Revdex.com’s website stating "my issue is not that I didn't received a 8x12x52, my issue is that I bought it base on the pic". It is clearly stated in our Terms and Conditions “Above ground pool images are for demonstration purposes only. The image shown may not be the exact configuration of the pool purchased.” Customer agreed to these terms and conditions before completing their purchase by checking our Terms and Conditions box at checkout. The diagram and the complete layout of the 8’x12’x52” Cameo above ground pool is clearly found on the 8’x12’x52” Cameo web page, ([redacted]) (Page 2) that the customer views before completing their purchase.This diagram shows the exact layout of the 8’x12’x52” Cameo above ground pool that the customer purchased and received. Customer opened cartons and assembled their 8’x12’x52” Cameo pool and our return policy clearly states that, “Above ground pools may not be returned if cartons are opened.” Our return policy is part of our Terms and Conditions that the customer agreed to before making the purchase.

Love our Pool!! Great price and we are very satisfied and would buy this product again!!

Products as described and excellent customer service. No hassle and no missing pieces. Quality products at reasonable prices. Pleasure doing business with you.

I bought a 24x15 ft x 54" high oval Cameo above ground pool from The Pool Factory. This pool I rate at 5 stars. Mercedes was very good in helping me get the pool, pump, & accessories I needed in an excellent pool package she put together for me at a great price. She gets a 5 star rating as well. When it was time to install this pool, Tom's help was excellent. Each time we needed his help or advice he was there or called us back very quickly. Although the installation of our pool had many steps to set it up properly, Tom was on the phone assisting us whenever we needed him. End of pool season he also helped us put together a pool closing package with a great discount. If there were more than 5 stars to give, Tom would get them for helping us any & every time we needed him so I give him a 5 star PLUS rating. I recommend the Cameo pool to anyone looking for an excellent pool to enjoy for years to come.

Purchased a 33' Saltwater 8000. Came in just as promised. We installed ourselves and everything has been fine. Customer service is great. Saved $2000 over local pool stores.

The Pool Factory is a great place to buy your pool, their website has awesome info to answer your every question and their products are the very best I've found!

The Pool Factory staff helped me through my first time pool purchase every step of the way. Anytime I had questions (after the purchase) they were always willing and able to help me out. Greta products and truly outstanding customer service. I highly recommend them!

I must commend The Pool Factory for their quality products and excellent customer service! I have had a pleasant and positive experience using them for our new pool.

I purchased a new replacement liner, it was delivery fast and it is great. It is a thick beautiful tile design. Installation was great. I also saved $$$ on my pool chemicals. Thank YOU [redacted]

A++++++ team! Purchased an 8000 Saltwater pool with upgraded liner, pump, and accessories. While an expensive purchase everyone at the Pool Factory helped me through the process. The delivery was on time, complete and in perfect condition. The Pool Factory team answered all of my install questions and the results were fantastic.

Exceptional service and quality. They took care of us as if we were family!!

Review: I ordered a pool liner from the Pool Factory, but when I checked the product it would not work with my current pool frame. I called the company about returning the product and they said that I would not be able to return the product because I opened the box it came in. After reading the return policy it does state that pool liners can not be returned if the product is removed from the box but that then begs the question how does one check to see if the product works. They also charge a restocking fee, which I have no problem paying but they need to accept the never used pool liner back. This company lacks transparency and basically does not have to accept any wrong doing on their part with their current return policy.Desired Settlement: I would like to return the pool liner and pay the 25% restocking fee.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

I filed a complaint with the Pool factory, and have reached a settlement with them. I would like to close that complaint but am not sure the next step in this process.

Sincerely,