Sign in

The Pool Supplies Superstore

10411 80th Ave, Pleasant Prairie, Wisconsin, United States, 53158-2811

Sharing is caring! Have something to share about The Pool Supplies Superstore? Use RevDex to write a review
Reviews Pool Supplies The Pool Supplies Superstore

The Pool Supplies Superstore Reviews (%countItem)

I ordered a pool pump, order number ***. It did not work. The local pool store said it is defective. I have emailed twice for a return label and a refund. You cannot call the business. I want a full refund of $514.92.

The Pool Supplies Superstore Response • Jun 30, 2020

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.

Customer Response • Jun 30, 2020

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

Customer Response • Jul 16, 2020

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.

Hi, Pool Supplies Superstore received the defective pool pump July 7, 2020. I still have not gotten a credit on my credit card account yet

Regards

I ordered some filters from this online store and have not received any response. So I tried to call customer service only to get a recording stating they are closed. I’ve emailed for a refund and nothing. No communication.

The Pool Supplies Superstore Response • Jun 26, 2020

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. Unfortunately the manufacturers of many of our most popular products were also affected by the pandemic and forced to cease production. This has caused a rather large amount of inventory to be back ordered. Which was the case in your order. The products were shipped direct from the manufacturer and appears they have arrived 06/22. If you still need further assistance with this order, please feel free to contact us back

ordered a pool vacuume and three bags of sand. To this date the company has go e dark. After numerous emails to the company and daily called I am still missing I ne bag of sand and never received my pool vacuume. Original order was beginning of May I was told 3-5 days shipping. Money has been paid to company but I do not have my product. Shipping company (Fedex) states they never got shipping info.

The Pool Supplies Superstore Response • Jun 16, 2020

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 have researched your orders, and it appears the cleaner was lost between leaving our warehouse and the first FedEx terminal, I have issued you a replacement to be sent at no additional cost. You will receive an email when tracking information is available. I also sent a replacement bag of sand from your April order at no additional cost as well. I apologize for any inconveniences, thank you for bringing this issue to our attention.

Customer Response • Jun 19, 2020

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 above ground pool pump 1 1/2 hp (Hayward) from Pool Supplies Superstore on 5/29/00 and have not heard from them I have called and called never an answer on 800# have sent e-mails,no reply from them,I don't know if I have been scammed or not,all I want is my pump so family can swim in pool asap

The Pool Supplies Superstore Response • Jun 16, 2020

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. We needed to verify information on this order prior to being able to process this for you. We also attempted to contact you 3 different times between telephone and email. As we did not receive a response, this order was not capable of being processed and was cancelled. You have not been billed for this order, I apologize for any inconvenience this may have caused.

Ordered a 6ft hose for pool filter on May 18th. Tried calling twice the week of the 25th, no one available to answer phones and the system hangs up on you. Sent 3 different emails and have yet to receive a response from anyone regarding my order. At this point, I just want the order cancelled and money refunded.

The Pool Supplies Superstore Response • Jun 16, 2020

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 processes due to the regulations of their individual states. This caused many of our backordered items anticipated shipment dates to be pushed back even further, as these manufacturer's attempted to catch up after being closed or working with limited staff. I see that your order is currently on backorder still and is not anticipated to arrive until 07/02. per your request in this complaint, I have cancelled the order. As the order had not yet shipped you have not been billed for the product yet, you may have seen a pending authorization on your card at the time the order was placed. This pending authorization would have already expired at this point.

Customer Response • Jun 18, 2020

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 an 80$ pump from this company and it worked twice. It’s a popular brand that’s why we went with it. Now I cannot get anyone to contact me about returning it

The Pool Supplies Superstore Response • Jun 12, 2020

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 you were able to reach us in the time since this complaint was filed. A prepaid shipping label was sent to you for the return of the defective product and the merchandise was actually received in our warehouse yesterday. A credit has been issued to your card for the full amount of the order. Please allow approximately 72 business hours for this refund to be visible on your cards statement.

I ordered a pump,the pump wont prime,I cant get a hold of company,I would like to send pump back,and get a refund.

The Pool Supplies Superstore Response • May 27, 2020

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 apologize as well for the defective merchandise, you have received. I have just processed a pre-paid return label via FedEx and have sent it to the email address you provided on the order. Please follow the instructions in this email for the return of this product, upon receiving the returned merchandise we will process a refund in full. Please allow approximately 72 business hours after the item is returned for the credit to appear on your card's statement. Thank you for bringing this issue to our attention, we greatly appreciate your business.

Customer Response • May 28, 2020

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

Ordered a $499 pump/filter combo at 5:30 (after hours) - called at precisely 8:00 AM the following morning to cancel - too late to cancel. Lady said I’d receive It on Tuesday (not the deceiving “next day delivery”) - checked shipping status Friday PM - now it’s pushed to Wednesday while the lady knew I desperately needed a pump/filter!! Watching my water turn green!!! Horrible deceptive shipping and they don’t let you cancel, without you having to pay, no matter how soon you call back!!!

The Pool Supplies Superstore Response • May 14, 2020

I sincerely apologize for the delay in your shipment, it appears that the product you had ordered was currently out of stock in the warehouse located closest to you. As our website states in the next day delivery details. Next Day Delivery Service does not mean Next Day Air, but simply that your qualifying products will be shipped from the warehouse closest to you resulting in delivery the next day. Unexpected demand may cause items to run out of stock in the closest warehouse and ship from a different location. This was the case with your order, as the closest location to have this item in stock was Wisconsin. Unfortunately, in order to provide the quickest delivery times, orders are almost immediately processed and shipped which does not allow us to cancel or modify orders after they are placed.

They do whatever to make the sale, was informed I would recive it next business day, well I didnt so I called since they will not respond to any emails! Then was told by someone I should have been informed that they are not offering next day at this time, seems like a shady way to do business

POOLS SUPPLY SUPERSTORE ,
The vendor mailed us a 1.5 Horse Power POWER FLO LX PUMP for our swimming pool at the address *** Road *** CA 93267. Unfortunately the 1.5 Horse Power pump did not have enough flow power to pump water from our large 40000 gallon in ground swimming pool . We needed 3.0 Horse power PUMP. Since the product did not meet our needs, we contacted the vender seeking advice. The vendor provided the return address and instructions to return the product for 100 % refund. We followed the instructions, shipped the product back to the vendor thru UPS, paid the cost for shipping and also insurance. We did not hear from the vendor. On Oct 1, 2019 we followed up with the vendor to find out the status. The UPS delivered the product to the vendor, however the pump was found damaged, apparently during the transport. We contacted UPS and filed a Claim. They had arranged for inspection of the shipment at vendors sight. The UPS driver and assigned claim inspector arrived at the Vendor’s delivery sight on three different occasions, specifically on OCT 1 between 1 to 6 PM , Oct 2 at 5:00 PM and Oct 3 between 3:00 PM to 5:00 PM, in order to conduct necessary investigation on the reported claim regarding damage to pool pump while in transit. Unfortunately, the Vendor has been non responsive and was not ready or not available to enable UPS inspector to complete the inspection on the shipment that contained the pump which was found damaged inside. We paid in full for the package and also paid additional money for return shipment and insurance per vendors directive. This is a scam - Pool Supply Superstore is not conducting honest business . We paid the Pool Supply Superstore , but we did not get the pump that the vendor agreed to provide. In addition to that vendor agreed to refund 100 % our money . Vendor failed to do that

The Pool Supplies Superstore Response • Nov 14, 2019

We have been in contact with the Customer regarding the issues they experienced with this return. The pump the Customer had chosen is designed and advertised for an above ground swimming pool, which did not meet the Customers needs since as they stated in their review they own an in-ground swimming pool. The unit they received was in fact the correct unit they had agreed to purchase via our website. Per our return policy, we did provide the Customer with the return instructions to ship the item back to our facility for a refund. In order to be refunded in full the product does need to be returned in new and resalable condition. The return was inspected the day it was received and was found to be damaged in transit. An attempt was made to reach the customer this same day, however they were unavailable and a voice mail was left informing them of the damaged product. As the Customer facilitated this return through UPS, they then needed to initiate the claim process for a damaged shipment. If UPS did attempt to inspect the damaged product they made these attempts when our facility was closed and were denied access only as no one was present in the building. Since the time this review was submitted it is our understanding that this issue has been resolved, our warehouse was in contact with the Shipper to arrange the retrieval of the damaged product.

Customer Response • Nov 14, 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

Company’s rep talked several times with Ud the same day of the message and afterwards.

We didn’t hear anything from UPS except that they tried to do an inspection three times and were not able to do it.

We have no money, no pump.

Regards

The Pool Supplies Superstore Response • Nov 21, 2019

The product is no longer in our possession. The shipping company the customer insured this packaged to ship through, started their claim process and has retrieved this product. The damaged product was picked up by UPS as of 11/11/2019, and appears to have been delivered back to the Customer as of 11/19/19.

Customer Response • Nov 21, 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.

UPS dashboard shows the status as visit scheduled, but not picked or done, as of today, Nov 21, 2019. I have no money and no product. It makes no sense for UPS to return us the product.

Regards

I paid $150 for a pool pump that quit working after 6 weeks and was only refunded $74.99! Reason given: restock fee?!?! Really? Maybe that’s how I got a defective pump as it was already broken from already having been “restocked” when it was sent to me.

The Pool Supplies Superstore Response • Aug 23, 2019

I would like to start by apologizing for the defective merchandise. The credit that was issued for this return was based off of Amazon Policy as well as our company's policy. Our return policy allows the return and credit of a product if defective or damaged with in the first 30 days of purchase. After 30 days only manufacturer warranty applies. Typically manufacturer warranty is for direct replacement of the product only. *** however does allow credit to be issued under a warranty claim. The product was returned 12 weeks after the date of purchase. It was received in our warehouse on August 7th, for this reason the restock fee was applicable.

Customer Response • Aug 23, 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

I should have been advised of the replacement option instead of having been told I was receiving a full refund. I purchased another pump elsewhere and would have been glad to have received credit for the full purchase price.

Regards

The Pool Supplies Superstore Response • Aug 29, 2019

As this product was purchased via *** policies and procedures supersede our own. The refund and refund amount is determined based upon Amazon policy. We would suggest contacting Amazon with any inquiry regarding their refund and return policies.

Falsely advertising products! I purchased a pool cleaner from here and for the price, it was a good deal. "Should have known then!!" The first package I received was not what I purchased from their website, it was the older version, which doesn't work with my pump GPH. So, I sent an email in their "contact us" section and when a few days went by, I realized I needed to call. I spoke to someone in customer service and was sent a label to ship it back and they would send me the correct one. I did and the second one was shipped out. Again, it was the older style, so again I sent an email out to them, and then had to call a few days later. (on another subject, neither of my emails have been answered yet!!) Spoke to CS again and after a few brief "please hold", she came back to tell me she doesn't know why it is on the website, they do not sell the one I purchased. So i'm now returning it for a refund. I bought it for a 4th of July party but couldn't get it in time, so I have time look somewhere else.

The website advertises Next Day Delivery even though it's not. I ordered a 1.5 HP Pentair Pool Pump #340039. The web site says "This item will arrive on the next business day for orders placed by 4 pm local time with the exceptions of 2 pm for the Florida, 2:30 pm for the Texas and 3 pm for the Tennessee warehouses." I placed the order before 2PM on Monday 6/24 expecting it to arrive Tuesday 6/25. On Tuesday I got an email with the tracking number and it will not arrive until Friday 6/28. I called customer service and they first said that next day delivery is only available on some items but then she did admit that the website showed that my item does indicate next day delivery. She said it was out of stock in the Florida warehouse so had to be shipped from Wisconsin. But the website still shows it in stock for next day delivery to my address. I even have a screen shot. Apparently this is a common issue with them. I could have gotten the pump for $349 ($50 cheaper) with two-day delivery from another company but I needed it ASAP. Now I have to wait four days!

The Pool Supplies Superstore Response • Jul 03, 2019

I am responding to you today regarding the complaint id # *** from Customer, ***.We have been in contact with the customer, and further explained our Next Day Delivery policy and details regarding this policy as advertised on our website. Specifically the section that states “Because next day delivery is not guaranteed for standard service and residential deliveries are made only Monday through Saturday through Saturday delivery is not guaranteed, there is a chance that our product will not arrive the next day. While we try our best, unexpected demand can cause products to occasionally be out of stock or create a warehouse backlog that also can prevent shipment the day of the order.” We also agreed to price match with a competitor where the customer found the same item for less. A Credit of $50 plus tax was processed back to the Customer’s card.

Customer Response • Jul 08, 2019

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. Although I feel the business response attempts to shift the burden of the conflict between their advertised next day shipping guarantee and reality to the consumer, I have accepted their partial refund as a resolution to this matter. In my phone discussion with their representative after my complaint, it seemed somewhat futile to attempt to explain that their advertising is misleading. It is evident by the number of complaints and reviews across various websites about similar problems with their handling of shipping that they either don’t understand the issue or are willing to continue disappointing some customers to capture sales.

Regards

I ordered a pool pump, for which my credit card was charged. I called ***, because it never arrived, then contacted poolsuppliessuperstore.com and they said I tried to change the delivery address. I only ever gave them mine. Somewhere along the line, either pool supplies super store or FedEx messed up the address and sent it somewhere else. It was supposed to arrive in one day and I still do not have it. They will not refund me and I did not receive the pump which I was charged for.

The Pool Supplies Superstore Response • Jul 16, 2019

Thank you for taking the time to contact us in regards to this matter. We have made multiple attempts to contact you via telephone in hopes to resolve this issue. There are a few questions we have in regards to the delivery of this order that we would need answered before we could assist in resolving the matter. In cases of misdelivered product our protocol is to file a tracer with FedEx in attempts to locate the product. When we were contacted that you did not receive the order this is how we proceeded. At which time *** informed our company they received an address correction on the customer's behalf. Company policy does not allow the customer to make address corrections via *** and *** confirmed delivery to the address originally provided on the online order. Please contact us if you are still not in possession of this product so we may proceed in correcting this issue.

Pool Supplies Superstore has the worst customer service I have experienced to date. I submitted an order to them and received the wrong product four days later. I was told I needed to take the incorrect order, 240 Lbs., 6 boxes,to UPS and send it back. I cancelled the order at this time. I am elderly and told them that was not possible. They said they would have UPS come and pick the wrong order up. UPS came the next day and picked up a single box. I again called and was told to go to UPS with the other boxes and that my credit card will not be credited until they got the wrong order back.

I ordered a pool pump based on the website's ad that they offered next day delivery! That was not the case at all. I ordered on Tues afternoon only to find out that it would be Friday before it could be delivered. I went back and checked the "delivery map" to see if my area was in the next day delivery area AND it is! When I called Customer Service she was not helpful and did not seem to care at all...because according to her, the order had been placed and shipped and there was nothing she could do. Will not use this website again!

I ordered on May 26. The order wasn't shipped until May 28. There is NO free next day shipping. I feel like it was a scam to get your order as its May 31 and I still don't have my order. I did contact the company by email and phone. My email wasn't answered and on the phone the lady said there was nothing to be done. Her reason, She had no way of telling if it was a next day free ship item. I told her it was. USELESS. Very disappointed in their business practices. The item instead was shipped UPS ground. Although they are sending me annoying emails to buy something else, when I've not received the item.

Check fields!

Write a review of The Pool Supplies Superstore

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by adding a photo

The Pool Supplies Superstore Rating

Overall satisfaction rating

Address: 10411 80th Ave, Pleasant Prairie, Wisconsin, United States, 53158-2811

Phone:

Show more...

Web:

This website was reported to be associated with The Pool Supplies Superstore.




Add contact information for The Pool Supplies Superstore

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated