The Pool Supplies Superstore Reviews (%countItem)
The Pool Supplies Superstore Rating
Address: 10411 80th Ave, Pleasant Prairie, Wisconsin, United States, 53158-2811
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Placed an order on 8-3-20 for a 15 foot solar pool cover (order # 080320-3300-071). The item was on backorder and this was clearly stated. The order also stated expected delivery date of 8-9-20. It is 8-19-20 and I've yet to receive the item, nor have I received a shipping notice. I tried to contact the company regarding the issue, and cannot get through on the phone and only receive an automated response via email. I'm concerned this is a scam as I've paid for this product and it does not look like I will receive it.
Hello, I sincerely apologize for your inability to reach us, due to the Covid-19 crisis and social distancing requirements we have limited staffing in our Call Center. While we are working on responding to all email inquiries as quickly as possible, due to the staffing restrictions this has also led to a delay in response. This crisis has also affected all of our manufacturer's, many were forced to cease their manufacturing amidst the regulations of their individual states. This caused many of our backordered items anticipated shipment dates back even further, as these manufacturer's attempted to catch up after being closed or working with limited staff. I do see that the product was shipped on 08/20/20 and delivered as of 08/25/20
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
3 times to reach anyone to ask about my shipment. Now 7 days late. I hate to be scammed here. Just want my product and my account credited for the purchase Not sure why I have been avoided.
Hello, I sincerely apologize for your inability to reach us, due to the Covid-19 crisis and social distancing requirements we have limited staffing in our Call Center. While we are working on responding to all email inquiries as quickly as possible, due to the staffing restrictions this has also led to a delay in response. This crisis has also affected all of our manufacturer's, many were forced to cease their manufacturing amidst the regulations of their individual states. This caused many of our backordered items anticipated shipment dates back even further, as these manufacturer's attempted to catch up after being closed or working with limited staff. I do see that your product was shipped out yesterday Wednesday, August 12th. It was shipped via FedEx and is scheduled to arrive Sunday 08/16/20. Please check your email that you provided on your order for the tracking information.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I ordered a pool liner. It was back ordered til 7/25. So 2 weeks later now no word. Zero communication. I believe the money has been put back in my account but I want to make sure the order is canceled.r
Hello, I sincerely apologize for your inability to reach us, due to the Covid-19 crisis and social distancing requirements we have limited staffing in our Call Center. While we are working on responding to all email inquiries as quickly as possible, due to the staffing restrictions this has also led to a delay in response. This crisis has also affected all of our manufacturer's, many were forced to cease their manufacturing amidst the regulations of their individual states. This caused many of our backordered items anticipated shipment dates back even further, as these manufacturer's attempted to catch up after being closed or working with limited staff. I have just attempted to contact you by telephone and unfortunately was not capable of leaving a message. I just would like to ensure you would still like to proceed with cancelling this back ordered item and receiving a refund, only because I do see that this item is scheduled to arrive and ship out from our warehouse tomorrow. Please let us know as soon as possible how you would like to proceed.
Ordered a pool liner and receivedan email stating my order was on back order and an estimated delivery date of 07/35/2020. I've tried calling, no one available to answer phones and the system hangs up on you. Ive sent emails and receive an automated response saying they received my email and due to covid would reply as soon as possible. I understand there might be a delay in responding but really over a week. I feel they are just using Covid as an excuse.
At this point, I just want the order cancelled and money refunded.
Hello, I sincerely apologize for your inability to reach us, due to the Covid-19 crisis and social distancing requirements we have limited staffing in our Call Center. While we are working on responding to all email inquiries as quickly as possible, due to the staffing restrictions this has also led to a delay in response. This crisis has also affected all of our manufacturer's, many were forced to cease their manufacturing amidst the regulations of their individual states. This caused many of our backordered items anticipated shipment dates back even further, as these manufacturer's attempted to catch up after being closed or working with limited staff. I have contacted you by telephone and left a voice message just to ensure you would like to proceed with cancelling this back ordered item and receiving a refund, only because I do see that this item is scheduled to arrive and ship out tomorrow. Please let us know as soon as possible how you would like to proceed.
I have been waiting for a pump and filter that have never shipped. The money has been out of my account since the order was placed well over three weeks ago. I have emailed 3 times with no response to my complaint. I require a full refund for the items I have never received.
Hello, I sincerely apologize for your inability to reach us, due to the Covid-19 crisis and social distancing requirements we have limited staffing in our Call Center. While we are working on responding to all email inquiries as quickly as possible, due to the staffing restrictions this has also led to a delay in response. This crisis has also affected all of our manufacturer's, many were forced to cease their manufacturing amidst the regulations of their individual states. This caused many of our backordered items anticipated shipment dates back even further, as these manufacturer's attempted to catch up after being closed or working with limited staff. I have contacted you by telephone and left a voice message just to ensure you would like to proceed with cancelling this back ordered item and receiving a refund, only because I do see that this item is scheduled to arrive and ship out tomorrow. Please let us know as soon as possible how you would like to proceed.
plastic basket strainer connected to pump was broken in transit
Hello,
I sincerely apologize for the damaged product that you received. I do see that we have offered and sent a prepaid shipping label for the return of the entire unit for a replacement product. It appears that a replacement order was keyed for you today as well, however the product is currently on back order and not scheduled to ship until 08/10/20. The COVID-19 crisis has affected many of our manufacturer's, who were forced to cease their manufacturing amidst the regulations of their individual states. This caused many of our backordered items anticipated shipment dates back even further, as these manufacturer's attempted to catch up after being closed or working with limited staff. I apologize for the delay in the replacement product.
I ordered an inground pool pump from this company. I have emailed this company several times (4 at least I believe) to inform then that the pump is cracked and broken and that I would like a refund. I have not received a single response from them since my initial email over a month ago. I spend $362 on this pool pump and it cannot be used. I Would like my money back from them as the equipment was defective and cost quite a bit of money. There is NO customer service. I cannot get through to them on the phone and do not receive emails back from them. I am extremely frustrated with this awful company.
Hello, I sincerely apologize for your inability to reach us, due to the Covid-19 crisis and social distancing requirements we have limited staffing in our Call Center. While we are working on responding to all email inquiries as quickly as possible, due to the staffing restrictions this has also led to a delay in response. This crisis has also affected all of our manufacturer's, many were forced to cease their manufacturing amidst the regulations of their individual states. This caused many of our backordered items anticipated shipment dates back even further, as these manufacturer's attempted to catch up after being closed or working with limited staff. I do see that the defective item eventually was returned back to us and a credit was issued to your *** account as of 07/30/2020.
I sent the defective pool pump back after Revdex.com of Wisconsin notified the company. They received it JUly 7,2020.. They told Revdex.com that they would credit my credit card account within 72 hours. They have not. The Revdex.com complaint ID # is ***.
I want a full refund of $514.92.
Dear Valued Customer,
I sincerely apologize, while we are working on processing returns as quickly as possible, due to theCovid-19 crisis and social distancing requirements have led us to have limited staff. I do see that a credit was applied back to the card used to purchase this item as of 07/24/20. Please contact your financial institution or check your card's statement for proof of this credit, it typically does take 72 business hours from the time the credit was initiated to appear on your card's statement.
I have an issue with an item that I purchased a little over a year ago. I had emailed my issue along with pictures to their customer service email and after several days, didn't have anything other than an initial automated response. I called the customer service number that I had to locate via a search online and spent over an hour trying to speak to someone who could help. After long delays, I spoke to someone who was going to transfer me, but the transfer just lead to dead air. I called back and got the same agent who then gave me the direct number in case the transfer wouldn't go through a 2nd time. It didn't go through, so I dialed the number directly. Finally, after about 14min someone picked up and after a brief discussion, said that they wanted to transfer me to their supervisor. I then waited for someone to pick up and after 6 min and more dead air, I hung up. I then called the number yet again and finally got another person who was able to assist me, but I am not satisfied with the result. I had asked for a replacement unit or replacement parts for those that became defective and the company declined as there was only a 1 year manufacturer warranty. I said that it's only a little over a year and that I would expect a pool vacuum to last longer than that and the agent agreed with me, but said that there was nothing that his company can do. I am very disappointed in having spent money on a product that should be more durable than that and only slightly after the expiration of the warranty, nothing can be done...not even a discount given on the purchase of replacement parts.
Hello, I sincerely apologize for your inability to reach us, due to the Covid-19 crisis and social distancing requirements we have limited staffing in our Call Center. While we are working on responding to all email inquiries as quickly as possible, due to the staffing restrictions this has also led to a delay in response. It is true that the item you purchased comes with and is advertised as coming with a 1 year manufacturer's warranty, this is set from the Manufacturer of this product, Harris. This is counted from the purchase date, which was 03/22/2019.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am looking for either replacement of the defective parts or a full replacement of the item considering it started falling apart prior to the 1 year warranty expiring. I was hoping that it was just a two or three time problem that we could resolve ourselves by re-affixing the parts that fell off, but now that they won't stay on any longer, it is non-functional and happens to be past the one year mark. I was trying to save the manufacturer and myself from having to replace something that was fixable by us with minimal effort but didn't realize it would become a permanent issue. I would like to see the seller make it right by replacement of defective parts or replacement of the whole device.
Regards
I purchased a pool pump from pool supplies superstore, it worked initially but quit working after a couple of weeks. I have been trying to contact them by email and calling several times over the course of over a month to either get a replacement or a refund. I can't even get a reply from them. I know things are slow due to current covid issues but there is no reason or excuse for not getting any response or being able to reach them by phone.
Hello, I sincerely apologize for your inability to reach us, due to the Covid-19 crisis and social distancing requirements we have limited staffing in our Call Center. While we are working on responding to all email inquiries as quickly as possible, due to the staffing restrictions this has also led to a delay in response. I just went ahead and issued you a prepaid shipping label via FedEx to the email address you had provided on the order. Please follow the instructions included in this email to facilitate the return of the defective product back to us. Once the item has been returned we will send a replacement product out to you. If you would rather have a refund issued, please feel free to contact us to let us know.
Recieved the return label and sent the pump back yesterday. Once I get a working replacement pump, all will be satisfactory on my part.
The company is emailing me for billing and shipping information after receiving it.
It seems to be phishing, I dont want to send them the information again, they have been paid and have correct info.
Hello,
I can assure that our attempts to contact you were only to verify the information you had provided on your order. For our customer’s security as well as our own,
every order is cross referenced and verified for security against suspected
fraudulent activity. Unfortunately, there were flags that were discovered
with the information you had provided that had prohibited us from placing this
order. Due to the Covid-19 crisis and social distancing requirements we have limited staffing in our Call Center, there for the quickest and most efficient way for us to contact you to verify this information was via email. The order was eventually cancelled as it is our policy, that after 3 failed attempts to contact a Customer to verify we are then not capable of processing the order. If you are still in need of the products order, please feel free to contact us to place a second order. I have notated your account with the information we have discussed.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I ordered a pool filter June 19, 2020. I have never received the filter. I have called and sent e-mails and have received no response.
Hello, I sincerely apologize for your inability to reach us, due to the Covid-19 crisis and social distancing requirements we have limited staffing in our Call Center. While we are working on responding to all email inquiries as quickly as possible, due to the staffing restrictions this has also led to a delay in response. This crisis has also affected all of our manufacturer's, many were forced to cease their manufacturing amidst the regulations of their individual states. This caused many of our backordered items anticipated shipment dates back even further, as these manufacturer's attempted to catch up after being closed or working with limited staff. This item is shipping direct from the manufacturer, we will reach out to them for an update as soon as tracking is available you will receive an email with this information.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am really sick of companies that are using covid 19 as an excuse for poor customer service. This is not an excuse. When I called to inquire about where my missing item was your message said that you were shipping orders on time. Which is not the case. Also I asked for a refund of my money. Not that you check into where my order was. It is up to you to make sure that you have enough people to answer complaints from people. I notice that you had enough people to make sure that you took the money from my account for a product I never received. I want my money back.
[Please type your response here.]
Regards
The customer service is ridiculous!!! They hang up on you, after you wait 40 minutes to talk to someone. I have also sent three inquiries about my order that was supposed to be shipped on June 23rd, but have received no response. I have read all of the reviews. It amazes me that a company in this much trouble continues to take orders, and payment?? They charged my credit card the day I placed my order- a month ago. Then- NOTHING.......... Not able to talk to anyone, or get a response to an email. SHAME ON YOU!! I ordered something for my 2 boys. Now I have to cancel, get my money back through my credit card, and start again. We are all dealing with Covid!!! You should stop taking orders if you cannot keep up with them!! You had no problem taking my money????
ordered a pool liner and to this date the company has go e darkened not responding to anything. After numerous emails to the company and daily called I am still missing the liner with no email in regards to update of status. Original order was beginning of June I was told 3-5 days shipping. Money has been paid to company but I do not have my product.
Hello, I sincerely apologize for your inability to reach us, due to the Covid-19 crisis and social distancing requirements we have limited staffing in our Call Center. While we are working on responding to all email inquiries as quickly as possible, due to the staffing restrictions this has also led to a delay in response. This has also had a direct effect on many of the manufacturer's of our products. Many were forced to cease all production and manufacturing due to individual state guidelines. This has caused a large number of products to be backordered further than originally anticipated. This item is shipping direct from the manufacturer and they current anticipated shipment dates are 5-6 weeks out from the date of purchase. However, at the time of purchase the website would have informed you that the item you were ordering was currently on Backorder with the anticipated shipment date. The liner is currently anticipated to arrive to our facility 07/14/20, and currently is scheduled to ship out the following business day. An email will be sent to you with the tracking information once it is available. If you do not wish to continue to wait for the product, please contact us back as you have not yet been billed for the item, and we may cancel it off of your order.
When I ordered this it was SUPPOSE to be delivered on 12th, I have not received it and when I tried to contact them through emails and customer service I get NO RESPONSE. I WANT MY MONEY BACK..
Hello, I sincerely apologize for your inability to reach us, due
to the Covid-19 crisis and social distancing requirements we have limited
staffing in our Call Center. While we are working on responding to all email
inquiries as quickly as possible, due to the staffing restrictions this has
also led to a delay in response. Although
we try our best, unexpected demand can cause products to occasionally be out of
stock. We do apologize for the delay; however, many of our manufacturers were also affected by the Pandemic. Unfortunately, many were forced to cease production due to their individual state guidelines. this caused a back log once production could resume. I do see that in the time since this complaint was submitted you were able to reach us and partially canceled your order for the back ordered products. As we do not bill until the product has been shipped you were not charged for the items that were cancelled.
Ordered May 31, received email saying I'd have it by June 9. Now June 20, no communications, impossible to get a hold of them. DO NOT ORDER FROM THEM! Of course I was charged back in May. Will be disputing via credit card if I can't talk to them Monday.
I purchased a pump from Pool Supplies Superstore. I need to return the item and get a refund. I have spent 2 hours on hold attempting to speak to someone about returning the pump. when I call customer service and hit #2 it states that customer service is closed. My attempts are between 8am and 5pm central time. When someone finally answers the phone they tell me that I am in the wrong department. I have tried 3 times and I get the same run around.
Pool Supplies Superstore should be embarrassed of their customer service skills
Hello, I sincerely apologize for your inability to reach us, due
to the Covid-19 crisis and social distancing requirements we have limited
staffing in our Call Center. While we are working on responding to all email
inquiries as quickly as possible, due to the staffing restrictions this has
also led to a delay in response. I do see that in the time since this complaint has been submitted it appears you were able to speak with someone at the Company to resolve this issue. I do see that a prepaid label was sent to you and the product has been returned. Please note that a credit was issued today back to the card you used to place the order in full. Please allow approximately 72 business hours for the credit to appear on your cards statement.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I ordered from this website and I have not yet received or heard from them since my purchase on June 4, order number ***. The order is way past its delivery date. I called customer service and emailed them. No answer at all. Every time I call, it just says their customer service is closed at this time, anytime of the day. I've emailed them three times with no reply.
Hello, I sincerely apologize for your inability to reach us, due
to the Covid-19 crisis and social distancing requirements we have limited
staffing in our Call Center. While we are working on responding to all email
inquiries as quickly as possible, due to the staffing restrictions this has
also led to a delay in response. This has also had a direct effect on many of the manufacturer's of our products. Many were forced to cease all production and manufacturing due to individual state guidelines. This has caused a large number of products to be backordered further than originally anticipated. This item is shipping direct from the manufacturer and they current anticipated shipment dates are 5-6 weeks out from the date of purchase. We did receive tracking information on this order as of 07/02 and this was forwarded to you via an email to the address that you provided on your order. If you have any further questions or concerns, please feel free to contact us back.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Enough with businesses using COVID19 as a crutch. That is embarrassing. You have a month to update your customer and now you are just replying because I complained about your company on Revdex.com. You guy sure have no problem take my money out. Now you have to fulfill your end of the bargain, there is problem and that problem come up... Unacceptable! If by July 17th I still haven't receive my purchase, I request my money back in Full. I have called way too many times and never once have I spoke to anyone. From the phone, you company still states you are shipping on time. that is a lie there. I have waited for way too long for my purchase. Again, by July 17th 2020, if I still haven't receive my purchase. I request my full refund.
I purchased a catfish pool blaster that worked maybe 4 times. I have been unable to get a response from customer service. I would have been satisfied with a replacement, but due length of time it has been necessary to purchase elsewhere
Hello, I sincerely apologize for your inability to reach us, due to the Covid-19 crisis and social distancing requirements we have limited staffing in our Call Center. While we are working on responding to all email inquiries as quickly as possible, due to the staffing restrictions this has also led to a delay in response. I also apologize about the defective merchandise which you received. In a separate email that will be sent via FedEx, I have issued you a prepaid return label, please follow the instructions that are provided in this email to facilitate the return of the product. Upon receiving the merchandise back in our warehouse, a credit will be issued back to the card you used to place the order in full. Please allow approximately 72 business hours for the credit to appear on your cards statement.
Terrible company. They take your money and then blow you off. Rude customer service. Long hold times. Do not choose residential, or you will wait on hold forever. Pretend you are a business, and they will answer right away.