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3401 Ruckriegel Parkway, Louisville, Kentucky, United States, 40299

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Watson's Reviews (%countItem)

Visited store in March for hot tub...salesperson was nice and shared that tubs were delayed due to Covid, but they had 4 tubs coming in and I selected 1 of them...paid 1/2 for deposit. Then nothing...I reached out and finally passed emails with sales manager - he basically said that I misunderstood and tub would be here around mid-Sept. Ok...then nothing updates. I emailed at beginning of response. I called and left 2 messages for salesperson (they are the only person that you can talk to) returned calls.
Bottom line...great salespeople...the WORST CUSTOMER SERVICE. Still know nothing about my hot tub...belive that when you pay almost $8000 that you deserve a returned call with update.

We purchased a gas fire pit table. When the staff was loading it up we noticed a scratch. And when we got it home we can’t keep the fire lit. The value keeps clicking off.

Purchased a Hot Tub in 1998, lasted over 20 years with their service over the years. Bought another with the same excellent customer service

Scott was great getting us what we wanted.
Great choice of outdoor furniture!

Great products, friendly customer care, a little pricey. Our rep was very knowledgable and kind. We found a great patio set for our needs.

Watson's Response • Jul 13, 2020

We appreciate your recent review and feedback regarding your shopping experience with Watson's.

Good variety of quality patio furniture, friendly staff and excellent customer service.

Watson's Response • Jul 13, 2020

Thank you for your recent review regarding your shopping experience with Watson's. Please let us know if we can be of any additional service to you.

Excellent customer service when purchasing a 27 foot round pool

Watson's Response • Jul 13, 2020

Thank you for submitting a review about your shopping experience with Watson's. Please let us know if we can be of any further help to you. Thank you for submitting a review of your shopping experience with Watson's. Please let us know if we can be of any further help to you.

Worst customer service experience ever! We purchased our pool less than three years ago. By the end of last season we had a hole in the exterior wall and a major rip in our liner. I initiated a warranty claim in October of last year. I was informed our new pool would be installed first thing this season. It is now June and we still do not have a pool.We were informed that they forgot to order the pool. We have to initiate every phone call and conversation and it takes weeks to ever get a response. At this point we still have no idea when to expect our pool, maybe it will be here by next swim season? My advice is to take your money elsewhere.

Watson's Response • Jun 10, 2020

The customer did purchase an above-ground swimming pool from us in June 2017. The pool wall came with a pro-rated warranty against rust and a warranty claim was filed with the manufacturer in February 2020. The warranty does not cover the liner, skimmer/return or labor. When a purchase order was submitted in February without a cost it was rejected by the manufacturer. Unfortunately, this was not properly communicated to Watson's and the wall was not ordered. Then the country was shut down and nothing further was done until May. The wall is now on order and due to these most unfortunate circumstances, Watson's is paying to replace the pool wall for the customer at no charge. On June 10, 2020, we were advised that the wall would ship out of New York by the end of this week.

Even though the sales staff was extremely busy on Memorial day, my salesperson was the best! Knowledgeable about their people inventory, and got us what we wanted in no time. Very grateful!

Great customer service and great products still had files where I bought something from them in 1995

Watson's Response • Feb 10, 2020

Thank you for choosing Watson’s and for taking the time to leave a review. A 5-star rating is one of the highest honors a business like Watson’s can receive. And it’s reviews like these that make us proud to serve customers throughout Greater Kentuckiana.
Again thanks for your review!

I bought a pool liner from watsons and had them install it, I spent over 800 on this liner. After installation we found a leak watsons sent someone out they patched the hole and said they would install a new liner when it gets close to closing the pool down. Now I called watsons and they are saying we waited to long and they are not going to replace the liner. I find this to be crazy and feel taken advantage of!!

Watson's Response • Sep 05, 2019

Watson's has talked with *** on 9/5/19 at 9:15 am and discussed her issue. ***'s liner replacement is on our install list and she has elected to have the liner installed in the spring of 2020. All notes about the replacement was entered on 8/14/19 after we had patched the liner.

The staff at Watson’s in Louisville were very professional, knowledgeable, and courteous and I purchased a spa at this location. I recommend Watson’s to others shopping for a spa, which is all I was shopping for at the moment.

Watson's Response • Aug 06, 2019

Thank you so much for taking the time to leave a review! We are thrilled to hear that you had a great experience at our store from start to finish. Thanks again for choosing Watson's and we hope you will enjoy your new spa!

1> They delivered a damaged piece.
2> Items promised in 1 week not delivered 3 weeks later.
3> They never followed up - I had to initiate every call regarding delay.
4> Sales manager arrogant and unhelpful.
5> Senior management does not answer calls or emails.
Will never return here. Was recommended by others who said prices aren't cheap, but service and quality are great. All we got were the high prices.
I'd give this 0 stars if I was able....

Watson's Response • Jul 31, 2019

On Tuesday, July 30 Dwayne Hunt spoke with Mr. apologizing for our missteps and poor communication after his recent purchase. Mr. was told that we want to keep him as a happy customer and to let us know if there is anything we could do to remedy this matter.

My delivery/installation was delayed for failure on your part to send the contract for us to sign. The delivery guy came early and trespassed in my yard without me being there. The job was not preformed due to a little rust on the inside of the pool. I was lied to multiple times by sales and the repair crew. I was inconvenienced in the service time, left work early, and they showed up early and did not knock/ring bell and entered my fenced in yard (with a no trespassing sign up) and ripped my liner and did not finish the job. I was then passed around to different people to assist me, the president was "too busy" to help his dissatisfied customers. I was told we could keep the liner multiple times, and then told we had to return it. My pool was useable, it just had a slow leak, now it's not useable at all.

Watson's Response • May 24, 2019

We are sorry Mr. & Mrs. are experiencing the rust issue with their above-ground swimming pool. The above-ground swimming pool at the ***'s home was not purchased from Watson's. The ***'s purchased a replacement liner, gaskets and installation for their 18x33x52 above-ground pool from us on March 25, 2019 (a copy of their invoice/receipt was attached to the complaint). At the time of purchase the Watson's Above Ground Liner Installation Agreement was provided to the ***'s and that is also attached to their complaint. Item number 9 on the Installation Agreement states "If at time of the installation the installer cannot install the liner due to unforeseen damages, and or rust that makes the pool unsafe for use, there will be a $75.00 trip charge." On May 15, 2019, the installer removed the existing liner and, unfortunately, found that the pool wall was rusted (picture attached). Therefore, on May 15, 2019, we refunded the full amount of purchase, $1,470.67, waiving the $75.00 trip charge. Mr. & Mrs. are still in possession of the replacement swimming pool liner purchased and are welcome to keep that liner at no charge.

Customer Response • May 24, 2019

I have reviewed the response made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.You left out the part where the repair tech TRESPASSED in our yard without permission and did not attempt to reach out to anyone before entering our yard. He also arrived early, so it is no fault to us that we were not there yet. I would like to be compensated for that, before taking legal action.


We purchased a pool on 5/28/18 and at the time were told that it would be installed in mid-July. The installer finally cntacted me around the first of August to set up a date. It was very difficult calling him back. His voice mail was always full and he did not return text messages for days. I called the Installation Manger at this location where we purchased the pool and was told he would call me back. He finally did several days later and promised he would call the installer. I don't believe he ever did. The installer then sent me a text indicating if I didn't contact him he would turn the invoice back in. You can imagine my frustration at this situation as I had tried multiple times to contact him. Finally, after more than a week, I got in touch with him and scheduled the install for 8/9. On 8/7, two days before the scheduled install, the installer called me to inform me that he would not be installing the pool after all because he was going back to Ohio and the manager would get someone else to do the install and contact me. As of 8/8, I still have not heard from the manager and called Watson's again to get the store manager to complain. I was told he was in a meeting and would call back. He never did. I am their customer and I am being treated like they are doing me a favor to do the work. The don't return calls, don't keep their promises and don't seem to care now that they have my money. Meanwhile, I have a pile of sand and a bunch of pool parts sitting here with no idea when the pool is going to be installed. This is horrible customer service and there is no excuse for it. I want my pool. The summer is over and I can't use something that should have been installed a month ago.

Watson's Response • Aug 09, 2018

I have spoken to Mr*** earlier today 8/9/18 about his issues with the installer.

Mr*** was to be installed by one of our subcontractor’s 8/09/18 which is today.

The subcontractor had contacted Mr*** earlier this week to let him know he would not be installing him this week due to him going back home. Our install manager tried to contact Mr*** right away to get a new installer assigned to the install. Our install manager did not here back from Mr*** till today 8/09/18. We had an installer that was able to work the install in today so we are getting Mr*** installed on the scheduled day he was told. I have asked Mr*** to contact me direct if he has any other questions or issues.

We purchased a pool from Watson's in May, 2014, immediately after install in August, we noticed that there was a leak in the liner. Watson's came out and patched the liner and told us it was a manufacturing defect with liner. They agreed to replace the liner next season 2015 which they forgot to put us on scheduled and we had to call several times to resolve the issue. We noticed another leak this summer 2018, this would be our the third liner. We noticed this when opening the pool in May and it was not replaced until last Friday, 8/3/2018. This was extremely frustrating since we called weekly to check on the issue and after 5 weeks saying we were on a schedule we were told they did not ever have us on the schedule. We paid $650 plus chemicals, and water bill, only to find damage to the pool, another a leak that is present, and the subcontractors left trash and sand all over the front and backyard. We have tried to speak with Service Manager *** who has not been helpful and dodges our calls. Nobody ever returns our calls. We are not sure what to do at this point. This is the worst customer service I have ever experienced. Please have somebody call me that is willing to help resolve this issue. We have had this pool since 2014 and basically have had 2 usable pool seasons and a lot of additional cost.

Watson's Response • Aug 09, 2018

Mr. & Mrs. purchased their pool May of 14 and pool was installed July of 14.

The new liner did have a defect in the seam. Service patch the liner so the ***s could continue to use the pool the rest of the season. We had the liner replaced summer of 15 at no charge to the ***s.

Mr.s contacted our install manager (*** earlier this summer 2018 with a possible leak. The install manger had Mr. send pictures of the liner to the service manager to look at the liner. Mr. did not include any contact information with the pictures so know one knew who had sent them.

When Mr. called we informed him we did not receive the pictures. Mr. again sent the pictures and we could see there was a defect in the liner. The install manager informed Mr. the liner was under warranty per the manufacture but it does not cover labor, water or chemicals. Mr. paid for the labor and we replaced the liner.

Unfortunately, the new liner we installed had a seam separation. We have reinstalled a new liner in the pool and we have instructed the ***s if they will give us a water bill before and after the fill we will pay to have the water replaced.

We got a pool from Watson’s for 5,500.00 it was delivered may 18th they told us 4 weeks for the install. We called at four weeks they said it would be two more weeks. Well two more weeks has came and they still do not know when it’s going to be set up. They offered us a gift card but we can’t have it until the pool is installed! Well when will that be. It’s been seven weeks now and still no pool this is insane!! We won’t even get to enjoy it for summer. We spent way to much money it needs to be installed!

Watson's Response • Jul 06, 2018

Per my conversation with Mr. on 7/05/2018. I let him know we had handed out their pool for install on 7/03/2018. I let him know the installer would be contacting them later in the evening and scheduling a day for the install. Per the installer he said he had talked with Mrs. and has them scheduled for Monday 7/09/2018.

My wife and I went to Watson's to purchase some furniture for our new deck (approximately $3,000.00 worth) this past Sunday (6/10/18). At that time, the saleman assured us that we would be able to have the furniture delivered on Friday (6/15), and that we would receive a phone call from the delivery department the night before (6/14) so we would know when to expect delivery. We never received a call on Thursday night, so we called the delivery department and left a message both Thursday night and Friday morning to inquire as to the status of our delivery, neither of which were returned. I finally got a hold of someone on Friday afternoon, at which time she assured me that we would receive a call from the delivery drivers within the hour to verify the time of delivery. Again, no call was received, so I called again, at which time they gave us a two hour window from 1 - 3 for delivery (mind you, it was already 1:45 when I was told this, and that happens to be the most inconvenient time of our day to meet someone at home to accept delivery). It is painfully obvious that neither the manager nor any of the employees of Watson's care at all about customer service once they have your money - it is clear that it is last on their priority list. In short, I highly encourage anyone reading this NOT to do business with this company, as you will surely experience some of the worst customer service you've ever seen.

Watson's Response • Jun 23, 2018

We want to thank Mr. & Mrs. Rl for their recent purchase of outdoor casual furniture. Mr. & Mrs. R unfortunately did not receive the level of service that they should expect after their purchase. We have been in contact with Mr. & Mrs. R and believe we have resolved their issues. It is our goal to make sure Mr. & Mrs. R are now satisfied with their purchase and keep them as happy Watsons' customers.

I purchased a pool from *** on 3/28/18. At that time the salesman, ***, told us we were one of the first to be purchasing a pool for the year and would be at the top of the installation list. He said to expect a call from the installers in a couple of weeks. Our pool was delivered in a very timely manner but it is still sitting in our driveway in boxes as of today, 5/30/18. We got a letter from *** that pool installation was running behind due to the weather (which I completely understand) but it would be installed before the end of May. By mid May we were starting to get concerns that we hadn't even got a phone call from installer because we were told not to purchase sand until we heard from installer. So we started calling ***. Messages were left with the service department that were never returned. My *** finally demanded to speak with the service manager and he was told we were about 8th down on the installation list (which is conflicting to what our salesman told us) and should receive a call by May 18th from the installer and of course we got no call. My *** called again on the 23rd and received no call back. I emailed Mr. Randolph on the 24th and the email was not returned until after my *** called him once again. He told us that *** was handing out our contract tomorrow (25th) and we would get a call over the weekend; he stated the installers only call on weekends. My *** emailed again yesterday; no return email thus far. It is 5/30/18 and our pool is still sitting in boxes in our driveway and no one at that place can give us an honest answer of when the installation will take place nor do they care. They've made a sale, the pool is completely paid for - no financing, and that's all they are worried about. The worst customer service I've ever experienced and it seems that I'm not alone looking at the bad reviews on here and on ***.

Watson's Response • May 30, 2018

Per my conversation with Mrs. we will be handing her install contract out to a installer this Friday 6/01/2018.

Weather permitting the installer will have the pool installed by the end of next week.

Customer Response • May 30, 2018

[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.]

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.


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Address: 3401 Ruckriegel Parkway, Louisville, Kentucky, United States, 40299


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+1 (502) 267-5065


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