Pool Supply UnlimitedReviews of poolsupplyunlimited.com

Response from Pool Supply UnlimitedAug 20, 2024

We apologize for the inconvenience you've experienced with the warranty. Unfortunately, due to the limited information provided, we are unable to locate your order on our end. All warranty claims must be processed through the manufacturer directly. If you’re having trouble contacting the manufacturer, please let us know. We would be happy to assist you further to resolve this issue. Your satisfaction is important to us, and we want to ensure you get the support you need.

Response from Pool Supply UnlimitedJul 19, 2024

We sincerely apologize for the inconvenience you experienced with the wait time and our customer service. We understand how frustrating it must have been to wait 2 1/2 months for your part and not receive the follow-up communication you were promised. We are working on improving our processes to ensure timely delivery and better communication in the future. Thank you for bringing this to our attention, and we appreciate your patience.

Response from Pool Supply UnlimitedJul 17, 2024

We sincerely apologize for the inconvenience and frustration you've experienced with your order. This is not the level of service we strive to provide, and we understand how important timely and clear communication is. We take full responsibility for the lack of updates and delays you've faced. Your feedback is important to us, and we are taking steps to ensure this doesn't happen in the future. Thank you for your patience, and we appreciate your understanding.

Response from Pool Supply UnlimitedJul 8, 2024

We sincerely apologize for the lack of communication and the inconvenience you experienced with your recent order. This is not how we handle problems, and it certainly does not uphold our standard of service. We are very sorry for every inconvenience this has caused you. Your order should not have required multiple attempts and extensive follow-up on your part to be processed and shipped. We deeply regret the frustration and delays you encountered, especially after paying for express shipping. We are actively looking into this matter to understand what went wrong and to ensure it does not happen again. Your feedback is invaluable in helping us improve our processes and prevent similar issues in the future. Please accept our apologies. If there is anything we can do to make this right, please let us know. We hope you will give us another chance to provide you with the seamless service you deserve.

Response from Pool Supply UnlimitedJul 8, 2024

We sincerely apologize that your item arrived defective from the manufacturer. We strive to ensure every item works properly and meets our quality standards. We are glad to hear that our customer service team was able to provide you with the desired outcome and promptly returned your payment. Your satisfaction is important to us, and we appreciate your understanding and patience. If you have any further questions or need assistance in the future, please don't hesitate to reach out.

Response from Pool Supply UnlimitedJun 17, 2024

Hi, we are very sorry for the inconvenience this has caused. Once a product it installed the warranty must go through the manufacturer. Unfortunately, we cannot look up your order to help you with the little information given to help you more with your order. Please contact our customer service team and they can try and help you reach Hayward.

Response from Pool Supply UnlimitedJun 13, 2024

Thank you for bringing this to our attention. We are truly sorry to hear about your experience and deeply regret the frustration and inconvenience it caused. We take such matters very seriously and are thoroughly investigating this incident. This is not the standard of service we aim to provide, and we apologize for the negative interaction you had with our representative. Our customers deserve respectful and professional service, and it is clear we fell short in this instance. To clarify, your order was flagged for possible fraud, which required additional verification. As an online-only company, we encounter fraudulent activities frequently and take measures to protect all our customers. However, we should have communicated more effectively and followed up promptly, especially given the urgency of your order. Regarding the comments made by our representative, we sincerely apologize. Such behavior is unacceptable and not reflective of our company values. We are taking immediate steps to address this internally and ensure it does not happen again. We understand the importance of timely delivery and the frustration caused by the delay and unprofessional handling of your situation. Your card was never fully charged, it just had a hold placed on it which should have already dropped. We appreciate your feedback and the opportunity to improve. Your satisfaction is important to us, and we hope to restore your trust in our company.

Response from Pool Supply UnlimitedJun 13, 2024

Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience and disappointment you experienced regarding the Pentair warranty policy. It is true that Pentair offers a different warranty period for products purchased online compared to those bought from local pool companies. Unfortunately, this information may not communicated to you by our sales agents, and for that, we are truly sorry. We understand how crucial warranty details are when making a purchase, and we regret that this was not clearly conveyed to you. Our aim is to provide transparent and comprehensive information to our customers, and it is clear we fell short in this instance. We are taking steps to ensure our team is fully trained and that such important details are always shared upfront.