Ordered a pool filter cartridge from Pool Supply World. They shipped me the wrong cartridge. Took me almost one month and a least a dozen calls to their totally ineffective customer service department to finally get a return authorization label. Still have not received a credit. These are crocked operators if you need help. You can get a return and credit from Amazon in 5 minutes so why does Pool Supply World make it so hard?. Warning: do not buy from these illegitimate frauds.
Review by Gausodin1 month ago
Have in the last three weeks tried with two different sales personnel to get a return label for pool pad not needed. Sent in total of seven photos showing unopened box. No reply from them. I'm sure I'm out of the money paid for this item, took it to fedex and sent it off to manufacture. Never work with these folks again, not customer friendly.
Review by Gandhie1 month ago
Ordered the wrong size pool vac hose tried to contact them and after three tries of perma hold attempted online chat. Sent three emails for RMA to no avail-you will never get a response from this company. Ordered the right size hose to avoid 15% restocking fee and they sent me a flimsy vac hose that will not stay attached to my vac head. The ultimate insult is I'm stuck with a worthless vacuum hose and Pool Supply World still charged me a 15% restock fee. Run fast run far from this company unless you want hours of hassle on the phone and low quality products/service along with out right lies.
Review by Katijah1 month ago
I've dealt with many companies serving many different industries, but this one is by far the worse. I've been trying to check on the status of an order that was placed three weeks ago and not one email has been answered. I was on hold last week for three hours and all it says all our agents are business, thanks for your patience's and there are more than 9 calls ahead of you. I've currently be on hold today for 1 hour plus and no answer. Pay double somewhere else and avoid the frustration!
Review by Neggassi Salwani2 months ago
Pool Supply World took my order, charged my credit card and after 4 weeks has still not shipped the in-stock item.
No warning, no emails to explain just crickets.
Review by Maco2 months ago
Tried to call and cancel my order, too late already shipped it out. Spoke with Amanda and she assured me they would email me a return label to ship it back. Asked for an extension from Amanda and she gave me one, but their system said it was invalid when I called back. Back to square on!. Never heard from them.....called again and had to wait for ever for someone to answer the call. Expect a 30 to 45 minute wait. Waiting on hold right now - even if I do get my refund, I will never use this company again.
Review by Morithi2 months ago
Made an on-line purchase of two sand filters. Received a package that included a completely different order number and a wrong part. Contacted company by phone (1-hr., 10-min wait!). Spoke to 'Douglas,' explained the issue and sent him an email with copies of the order and a scan of the incorrect part. He said he would send me an email with return instructions and said they could not issue another order until the incorrect part was received by them. Three days later no email, so I emailed them again. Two days later and no response. Went to their on-line chat line ...... message says 50-minute wait! Also called on the phone ....... message says more than one hour wait!! I'm sure my money is lost, but hopefully this review will steer others away!~
Review by Chadka Izham2 months ago
I do NOT recommend buying from pool world supply... I ordered a pool filter cartridge from them over a month ago and when I received it I realized they sent me wrong one. After being on hold for hours I finally got someone and they said they would send a return slip. I still have not received anything from them. I have called and emailed them .. they do not respond. So if you decide to order from them and you get wrong product or it's damaged then your pretty much out of all that money
Review by DeadlyKitten2 months ago
While product selection and price are good, forget about receiving your order in your lifetime. I placed and order for pool filters and misc. replacement parts. After more than a week with no shipping information I tried calling, sending an email, and even their chat line. The only people answering phones can only place new orders, can't check on existing orders. No reply to email, and the chat feature says no one available.
Review by Channah Giffels2 months ago
We ordered a ladder that said it could be mounted to the deck of our above ground pool and was adjustable. It was neither but since we had to take it out of the box and assemble it to discover it was unusable, they are refusing to take it back and refund our money! I will never use this company again and will warn anyone I know to stay away! If they can't back their products, what good is a cheap price?
Review by Mushari2 months ago
The website was not clear on measurements for an item (length? Diameter? Circumference?) so we ordered the wrong size. We're first told we could exchange, but didn't get e mail directions. Then told can't return items under $25. Been waiting for the supervisor to call me back. I've been on hold for about 2 hours over 4 phone calls trying to get through. Be forewarned . . . And the promised call from a supervisor has not come in over 48 hrs. Check out Leslie's Pool supply - cheaper and better customer service!
Review by Jennalee Mappus2 months ago
It started fantastic. We received almost everything but the most expensive item. Our pool heater. We got the promo gift after 2 days, then the rest by day 3. Going on 15 days, no heater. And nothing but run around. We can only get a hold of someone through the new order line due to Covid but their is no information on our heater. We are extremely frustrated and no one will communicate with us.
Review by Goek2 months ago
I ordered filters for my pool that is green now because I've been waiting so long for these to come in. They never responded to any of my emails and I've been on hold with them now for 45 mins and the same recording keeps saying there are 9 calls ahead of you.
Review by Vroon Tagade2 months ago
I placed an order for a ladder on 04/30. Site said to allow another 72 hours due to Covid. I continually checked the website for order updates to no avail. At first if you contact the 800 number it disconnected you. Sent an email and 5 days later got a response to tell me they would look into it and let me know in another 3-5 days. Still waiting for that follow-up. Used their live chat and all they would tell me is they have no idea as the warehouse hasn't processed it. This supposedly got escalated to their management and they were going to call me on this. That was four days ago and still no call. By far the worst experience I have had on line ordering something. I ended up cancelling the order. Having to wait 3-5 days for my money back. If you order anything you better not need it right away and forget getting any follow-up. Buyer beware.
Review by Hezze2 months ago
ordered a Pentair Sta-Rite 18201-0200 Multiport Valve. couldn't get any shipping information then one day UPS contacted me that it's being delivered. part is perfect, low price, and on-time for what I expected. like them enough to buy a solar cover. now running into the same, no order status or shipping info. would give then 5 starts if customer service was better (covid-19 the cause?)
Review by JoabW2 months ago
I have used them for several years and they were awesome. Since March 2020, they have failed completely. Didn't receive chemicals. Never shipped. Chat line is useless. Can't talk to a real person. On hold for literally hours. Never responded to emails. I had to go through my credit card company to get my money back. Won't buy from again. I wish they had minus stars.
Review by Xcx Capriato3 months ago
To warn people and get ready for class action lawsuit. We have been in business for over 30 years this is the first time we have been cheated by an online company.
Review by Pignus3 months ago
This was the email I sent to them right after I saw I order 2 by accident and they still sent 2. Hello Can you please cancel ONE of these order numbers 00044332 or 00044328. The first order didn't confirm so I order it again and both went through. Still fighting and even called BBB they have the item and acknowledge it 3 weeks after I order it but still no refund over 3 Months. Stay away terrible service and communication.
Review by Nonayo Agarici3 months ago
Ordered part on April 27th. On May 5 we still had not received notation that the item was shipped.The website section where you are supposed to be able to track just showed I could reorder. I called customer service and waited for over 40 mins to speak to someone. Adam answers and looks up my order.he tells me it hasn't shipped and to call back at the end of the week. I explained how hard it was to even get ahold of anyone. He said that he could send an email to go behind the 1000 emails they already had bit nothing else. He said other rude things and I finally just canceled the order.
Review by Katiexo3 months ago
Horrible customer service. I ordered a replacement DE filter Unit on June 10. Apparently Fedex lost the item and it has been in PA since June 13. I finally cancelled the order on June 21 and asked for a refund. So far it has been over 3 weeks and there has been no refund despite several callswhere you have to wait on hold for 60-90 minutes just to get to talk to someone, and emails that have never had any response..Totally inexcusable in my opinion.
Review by Rakeford Katzian3 months ago
I ordered a Pentair 5G LED pool light , it was delivered somewhat timely . Once I had the light professionally installed it was as revealed that the light was defective . It was sold with a burnt out fuse harness. Upon contacting the company multiple times via email and phone , they would not complete a return or refund . Shady business. They also charge a restocking fee . Worst pool supply store .
Review by McFarland Ostmark3 months ago
I order a pool pump 12 days ago with no response as to when I would get it. I emailed twice...no response. I called and stayed on hold for 30 minutes and they told me it was back ordered for 5 weeks........NO CALL, NO EMAIL, NO CONTACT!!!!! Horrible way to do business and expect to keep customers. STAY AWAY!!!!! By the way...no physical address should have warned me.....no local phone number....no google business account....no yelp account. Are they trying to stay stealth or hide?
Review by Maerea3 months ago
After sending hundreds to order some filters, I can't get my order or talk to phony customer service. They should spend more time taking care of customers than writing fake reviews. All reviews one and 5 stars? Really nothing in between? These people are crooks!!! They steal and only give back what they have to and keep the rest. Don't get conned with low pricing. You dont get your order.
Review by Kella Derrow3 months ago
Absolutely the worse. Ordered filters on 04/29 still no confirmed tracking number. After numerous e-mails they finally said we will look into it and that was a week ago. Tried calling and you get a recording saying due to high volume of calls you wait will be longer then it disconnects you. Never again, will file a complaint with credit card company
Review by MrPeak Ayber3 months ago
Purchased a Hayward above ground skimmer. Upon installation and filling the pool, the skimmer body had leaks. I contacted customer service immediately expecting they would send me a new one. NOPE! After spending a day arguing with them, they told me I had to "trouble shoot" the problem with Hayward. WTF?!?! What is there to trouble shoot about a leaking piece of plastic??
Do you really think I am trying to scam you over $70? Learn come customer service Pool Supply World!