Tom W.
Excellent Service!
I ordered a 15' x 54" above ground pool on March 23rd. I got an excellent price, $1,000 cheaper than a Pelican store I had gone to in person to query about a pool of the same specifications. I was excited to say the least! I went online the next day thinking to myself, ok, there's no shipping information in the receipt, that's strange. I did have an order number and checked the website where everything said the order was filed correctly. So I got myself quite nervous and checked the internet reviews to find that trouble was afoot. Low rating, poor reviews, I must be getting scammed. I contacted online costumer service to inspect what's happening with my order. I was answered very quickly, and the guy (Shaun or Eric, I believe) said they would reach out in a couple days to give me the correct response. I thought that was unusual, but I waited. Lo and behold, nothing happened. I waited again because the pool cover was shipped to my house! I thought this was very unusual for a scam website to actually send an item, so it must be real. However, the item never updated on the website as shipped so I thought it may be some kind of intelligent scam, a buffer item to make you think it's real, for them to say that I only bought the cover and keep the rest of my money. I waited some more. A couple weeks later I requested to speak, I indicated my insecurity with my order, I got the same response, and two days later I called again. This time I got in contact with them! I had the nicest chat with one of the managers of the pool sales team, who explained that I got extremely lucky finding a pool and that Covid-19 had impacted their stock/supplies, shipping times (the supplier handles the shipping btw), employees, and negative reviews. We had a shot about pools and what systems I should go with, and that what I bought (a sand filter as opposed to a salt system) was really excellent and I agree in hindsight. Unfortunately, he told me that there was a vinyl shortage for liners and that the wait time could be anywhere from three months to three years. Shocked, I exited the call without knowing what decision to make. Fast forward two months, my anxiety crept up on me again and I decided to cancel the order - better to have my money sit in my pocket than sit in theirs, I thought. I called up poolsinc.com, requested the cancellation, and guess what? - the guys said absolutely! "You can cancel straight away." He mentioned something about contacting the supplier who said that they had recently shipped an item. I chatted with him for a bit, both of us in utter disbelief and confusion, and he decided to contact the supplier while I was on the phone waiting. He mentioned that they had just shipped everything around mid-May! Somehow, just when I want to cancel, all the items, including the liner with the vinyl shortage and all, appeared magically out of thin air and shipped. So we both basically celebrated, I said I'd keep the order, and still suspiciously, I received and opened all the packages which contained every single item I paid for. After assembling the pool, one of the rails was actually damaged. I called up poolsinc.com yet again, told them of the damage, they said take a picture and email it to them, I did, and they send a perfect replacement rail in just a few days. What an amazing experience, honestly! I have my pool, it looks great, works great, and was exactly as I expected. Poolsinc.com is a legitimate pool website that has gone through much with the pandemic and suffered just as any company. I feel that the employees here are trying their very best to hold up their business while attempting to accommodate the very impatient general public. These people are real people, like, with personalities that you'd meet walking your dog or at a grocery store. They are normal, wonderful, everyday people and not some robots who care nothing about what their customers are going through. I was nervous about my order, asked them what's up, and they immediately put my worries to rest. It was not without error, but everything worked out nonetheless and I could not have asked for anything more. I have my pool, got it for a fair price, and am happy. Have patience, empathize, and take my word for it that this company is great. - and not to mention how easy the website is to order from! (minus how lots of items are out of stock, similarly to GPU's....)