FamilyPoolFunReviews of familypoolfun.com

We’ve been waiting for our pool liner for 2 months and we finally received it this weekend. It was an easy one day set up and we’re excited to use it throughout September. Although we finally got our complete pool and it all works, I wouldn’t recommend this company because our entire backyard was destroyed and so was our entire family’s summer. Thank you.

On July 29, 2020, I ordered a Hayward 24 Pro Series Side Mount Sand Filter with 7-Position Side Mount ($640.96 charged to my AmEx card on August 7) to replace my existing leaking Hayward Sand Filter. I made several phone calls and emails to inquire about when the product would be shipped. Familypoolfun.com (Jay Backer, Cierra, Cindy, Andrea) kept giving me different dates, but nothing specific. Jay was very short in several emails and I was given many excuses, including being told that I would not get a tracking number until two (2) days before delivery. When I finally realized that familypoolfun.com never had the product, could not get the product, and/or were never going to ship the product, I cancelled the order on August 11, 2020. They only refunded my AmEx card $608.91, because they charge a 5% processing fee!!!! You will not find this stated on their website anywhere. It is only printed on your email confirmation after you place your order. After doing some investigative work online and reading many negative reviews, apparently familypoolfun.com uses this tactic (charging a 5% processing fee) by selling products they do not have and then when it is obvious to the customer/consumer their order is never going to ship, they have no other choice but to cancel the order. I also found out that familypoolfun.com (owned by Backer Wencel, Inc. or B.W.Inc.) is NOT a Hayward Industries, Inc. authorized online dealer. Consequently, familypoolfun.com would not have Hayward product(s) in their inventory. I consider this illegal tactic to be Internet Cyber Crime and have started filing complaints against familypoolfun.com, Backer Wencel, Inc., and/or B.W. Inc. with the following: American Express Fraud Prevention, Hayward Industries, Inc., Minnesota Attorney General’s office, FBI IC3 (Internet Crime Complaint Center on Internet Fraud), Federal Trade Commission (FCC) for Computer Crime, and the Better Business Bureau (BBB).

They say a business is only as good as their customer service.... Well, if that is the case, Family Pool Fun would be bankrupt and out of business years ago. Yes, they were hit with a bunch of orders and yes, their suppliers probably pushed back delivery dates.... These may be valid reasons our guaranteed delivery time of 3 weeks turned into 3+ months but the lack of communication is unacceptable. I own an internet business as well and when Covid hit our sales went up over 200% yet we never had a single customer unhappy or a single customer that we did not delivery on our promises. Don't use Covid as a excuses for the poor management of your business and resources. Individuals and companies like Family Pool Fun just saw the $$$ coming in and didn't bother keeping every customer notified. In the age of internet sale and purchases you lose the face to face contact. You must make up for that with timely communication and great customer service. Neither of which you will receive if you place an order from Family Pool Fun. After waiting over 3+ months for my above ground pool to arrive I finally said enough is enough. Canceled my order for a $5,000+ pool. I did receive a refund a couple weeks later minus the 5% cancellation fee they imposed which I felt was a joke. I canceled my pool because they couldn't delivery on a single promise... So now I am penalized for it... Do yourself and your family a favor. I would rather go out in my backyard and dig a hole with a shovel and swim in a mud-pit than ever order a pool/product from Family Pool Fun!

In a time where EVERYTHING is uncertain and just plain crazy... and I wish the communication was a little better. The product i ordered arrived (a lot later than expected) however it is a wonderful product, money well spent. this company is NOT A SCAM - they are hardworking family owned company that is doing the best they can... like everyone else. LIke i said i wish communication was a little better, but you have to give grace .. everyone is doing the best they can. BE KIND to one another....

“BUYER BEWARE” We purchased a pool kit on June 2020 when they called and we talk after purchase we were told that we would be getting the tracking information in about a week. We never received a call or any tracking information tried multiple times to get a hold of him. Jay then told us that they was all on back ordered, then we could expect delivery of our pool on August 3 to 13. Then they said if we cannot wait they understand and would refund our money. On August 3 still no email, so we again sent Multiple emails and tried to call, still no reply. On the 3rd we sent a email on tried to call them, saying if it has not shipped to cancel the order! So we sent another email requesting status and we stated if the pool has not shipped please cancel the order. I sent another email asking if my order had been canceled, Jay finely reply and said no. We was told once that it was due to shipping delays, we told him that we would drive up there and pick it up, Jay told us he does not allow that due to COVID-19. We want our money back not reply sent three or four emails still no reply trying to call left messages no reply. Then we get another message from the company stating it will be the end of August I replied and told them Just cancel we want our money back no reply, still no reply. We called are bank And reported what was happening and what was going on. They wanted us to file fraud complaint! For them selling items that is listed in stock and saying it was in stock but not being true! I told him I did not want to do that I just want our money back. After three weeks of emailing calling leaving messages finally getting a an email from Jay which is a very rude person. Say thing like in a perfect world, perfect this and perfect that. Well it is not, and we know that! But, don’t lie just be honest. I told him we just want the order canceled! I don’t understand why it is not being canceled we want our money back. Finally 3 1/2 weeks after telling them the first time to cancel our order. Very rude Jay told us our order was canceled, now three days later it still shows our order is being processed. They did tell us it could take up to 20 days before we receive our refund, why? When they can take the money out as soon as we place the order, why does it take 20 days to get our money back? I believe they just say whatever they want to get your money. They make you believe that they are a Christian-based company, that they use Bible verses all over their website to help fool you into this. They lie to you so much, how can they be a Christian-based company. So here We are almost 3 months later when promised a pool And having to pay for a loan! When we don’t have the product. Now are they going to pay The loan payments, NO! Are they going to pay for all the dirt work that we had done for a pool that was promised, NO! Are they going to pay for having the dirt work redone after it sit there For three months, “NO”, and now it has to be reworked. Yes we are very mad, about this! We do believe this company should not be in business! We believe this company should take all the Bible verses off their website because, they are not “Christian-based”, we believed if they was a Christian-based company that would they be honest to you, and tell you at the beginning they are not in stock, and it could take 3 or 4 month! Besides that, after we made our purchase. Now on their website they have warnings that it might take a couple of weeks longer. Where is the couple weeks, why wasn’t we told that it could take months. When we had one found, that we could of had in a week. But we was trying to save little over $200. If they honest at the beginning, we would of purchase the other pool. Then we found out another couple at our church also ordered a pool from this company in May 2020, and they are getting the same runaround as we are. They told us Sunday that it will be October now before they get the pool in. We told them not to count on it. If you cannot get Items, why are You trying to sell the items? Other company websites has it listed out of stock. So they are selling items they do not have in stock they do not know when they will be back in stock. This is fraud, we should of listen to are bank. So “BUYER BEWARE”, do not buy anything from FAMILYPOOLFUN.COM THIS COMPANY WILL LIE TO YOU! We have kept all of the emails from this company and the couple of text messages they sent to us! So, now when people ask us about purchasing a pool. We tell them to not us them, and we tell them why. We are also, more than happy to show them the emails messages if they want to see them!

DO NOT BUY FROM THIS COMPANY! Purchased a $3K pool package in May. It arrived 3 months later 2 months after it was supposed to arrive. Company doesn't return phone calls, doesnt answer emails, the tracking information never worked, no instructions, missing parts, and now they placed a new charge on my card. Straight up FRAUD!!!!

Absolutely terrible customer service. Ordered pool May 22, after calling and being told 2-3 weeks. Got call 2 or 3 weeks later saying it will be 4 weeks. They finally deliver pool but no liner, real freaking awesome after I just spent the last month trying to build a deck with no pool to build around. 2 weeks after that we finally get liner but still missing solar cover after a total of 3 months+. What a joke. I wholeheartedly recommend to find somewhere, anywhere else to order from.

I am happy with the stairs and with your responses to all of my questions. I would love for your Q&A to be updated where shipping is concerned. But overall I am satisified!