Customer ReviewsforPool Warehouse

I purchased whole pool kit from Pool Warehouse. Like others have stated it took me about six months to install it after all the concrete work, pool, fencing, and brick retaining walls I did myself. Due to that the last thing I put in was my pool ladder after one season the stainless steel pool ladder had rusted in many spots, even along the top where it was not in the water. As a control, I have numerous other stainless steel products in the pool that have no rust as proof that the pH and water chemical levels are correct. I contacted warehouse to tell them they sent me a defective stainless steel component for my pool ladder. Like others they’re only response was the one year warranty is up and they can do nothing. This is frustrating as this is a defective part which should be covered regardless of warranty. I thought they were a reputable company but not standing behind an obvious failed safety product is proof they don’t care about your family’s satisfaction or safety.

This company is deceitful and unapologetic. They didn't ship our item within the timeframe stated in bold red letters on their website, and did not offer any apology or updates about the delay. They booked the cheapest freight carrier, which cannot deliver the item on my driveway, transferring the burden and extra "rescue" carrier costs to me. I received a phone call from the freight carrier THEY booked asking ME if I own a fork lift, or if I have hired movers to help offload the product for delivery. We are not equipped to handle the delivery, nor did we expect to be. Those details were not made clear at all. There was NO disclaimer about extra end delivery costs/processes next to the item, nor at checkout. When I called to inquire, no one ever answered the phone after more than 10 attempts during 2 days. It took 3 days of sending voicemails and emails by both me AND the freight carrier for anyone from Pool Warehouse to respond. When they finally did, they were again unapologetic, but instead pointed me to their terms and conditions listed in a SEPARATE link at the bottom of their website which states their shipping policies on oversized items. A better way of doing business would be to include this disclaimer or a note about the potential extra charges somewhere CLEARLY next to the item or at the checkout screen, which only included one box for standard shipping costs (which we paid upfront). I have ordered lots of large items from other companies before, and I have NEVER encountered anything like this. They booked the carrier that can't deliver and WE have to pay the EXTRA? Crazy! No one is accustomed to having to read through all of the separate links on company website when making a purchase. If this company is going to employ complicated shipping processes with added burden to the customer, it should be stated upfront and clearly. VERY DECEITFUL! Our options are to.pay an extra $500 for a rescue carrier, rent a Uhaul, hire movers, or pay 20% return + ship. !@*

This is the last one in the trifecta of trying to get a resolution to my liner problem. ****** pools and *** pool products have already had the complaint filed against them because of no attempt to help a customer. Now Warehouse is the last one .This company sold me the liner which ripped 1-2 days after being installed and filled with water. No one had even gotten into the pool to swim. I thought this company would help but they squirmed out of responsibility like the other two. I had thought better of them but to no avail. They too had no interest in helping the customer.

While Pool Warehouse was helpful in the sales portion of sizing a GLI cover. Helping to assure it fit and met our needs. The 25 year warranty on the cover was deceiving. It developed a quarter size hole after 1 season. I sent pictures to Pool Warehouse which the said was not covered because it was a "burn hole." The support was slow and incompetent. They directed me to buy a repair kit direct from GLI which I attempted to do. I learned that GLI only sells to their distributors. I contacted Pool Warehouse again, they then offered to sell the repair kit at double the price GLI had it listed for on their website. I found the kit locally for that same price. Pool Warehouse likes to make the sale but doesn't want to be bothered with supporting the products they sell.

I'm writing this to hopefully help others. Our experience with pool warehouse has been good except for one thing I do not agree with. There is a 1 year warranty, but it is from date of purchase. We purchased our pool kit on 3/13/23 and it was delivered 3/20/23. We started install in April and was completed on 9/6/23. The equipment being the last part to install, so already 6months into the warranty and it hadn't even been used. Our Excel salt cell system went out in April of 2024. But it was not covered since the 1 year was up. It cost $1170 to replace. I do not agree with the warranty dates. There is no way to have a pool installed so quickly to make sense of the one year being from purchase date, I wish the would ask for proof of install date and have the warranty 1 year from that date. However, only leaving the review to make sure others are aware. Otherwise, our experience has been good

I purchased 4 small parts for our pool equipment. I was at least smart enough not to close the order details while waiting for an order confirmation, because I never received one. Pool Warehouse took the money out of my account and never sent me an email confirmation, so I emailed them. I received an email stating I would hear from someone shortly. I have not heard anything back from them, even after emailing again numerous times. I asked them to either send my order or cancel and refund my money. Nothing. I'm now going through my Credit Union to try and recoup my money that way. I've tried giving them a review, but cannot even do that. This is a horrible business, do not order anything from them.

I went on line looking for a replacement Pool Filter for my worn out one, a Hayward Star Clear C12002, found one on the Pool Warehouse website that looked very close, a Hayward W3C500. Before ordering I called their customer service and asked the rep if this was an equivalent model to what I had. He said yes it was. Ordered it thru their online site, and when it arrived it was about 1/2 the size of my old one, absolutely wrong size. Called about returning it, explained what happened and asked for a return label. Gave all info, sent pictures etc and was told I would have to cover shipping. Told them I really didn't think that was right. A few reps tried to help. But after arguing with their apparent boss, who made me feel like she thought I was lying since I didn't remember the rep's name and didn't place the order directly with him, sent it back and paid shipping. She said they were not going to charge me the 30% restocking fee. Interesting that their website says that it is 20%. Got my refund, short $17.03. Called them and was told that was for the original shipping the warehouse paid to ship me the wrong thing! Guess I should consider myself lucky after reading some of the other nightmare reviews. Terrible customer service. Never order there again!

I ordered a part for my pool cleaner on line, but the part that I received was not the part shown in the photo on their website. I was unable to get the correct part sent after working with customer service so I requested a refund. I had to pay to ship back the part and was charged a restocking fee as well! All of this took 2 months. I initially paid PoolWarehosue $53.50 and ended up with a net refund of $19 after deducting the shipping costs.

Ordered a track for my pool robot, I needed to exchange it for a different size. Their customer service is the worst, either they don’t get back to you or nothing happens after a phone-call. Needless to say I’m not doing it exchange, I want to return it and get it over with, this is been going on for two weeks trying to get the return information. I have filled out the forms and sent a picture and they said it was approved but yet, they still haven’t given me any information on the return. I called again yesterday and they said it might be another week. This is ridiculous, and I will never order from them again.

I ordered an Aqua Genie pool skimmer on 6/12/23, the website stated it would be shipped in 3-5 business days. They charged my credit card. It is now 7/3/23 and I never received my order and it is impossible to speak with any person at this business to find out where my order is or if I will ever receive it. This is the absolute worst company I have ever dealt with and I believe something needs to be done with the BBB about them.