Pool Supply UnlimitedPool Supply Unlimited is an e-commerce company that loves water. We love to pump it, filter it, heat it, chlorinate it, light it up and stare at it while we're barbequing a fat, juicy steak. There are real pool professionals working here. Our guys have...
Pool Supply Unlimited (poolsupplyunlimited.com) has 398 customer reviews on Five Star Index, with an average rating of 3.8 out of 5.
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Garden & Landscaping · Sun Valley, California
Excellent
Garden & Landscaping · Lake Forest, California
Excellent
Garden & Landscaping · La Mirada, California
Excellent
Garden & Landscaping · Mill Valley, California
Great
Showing 93 reviews with 1 star · Clear filters
Sabine S.
We are very unhappy and UNSATISFIED about the Service. We ordered a pool bulb. This one arrived BROKEN!!! We sent an e-mail and want a refund. NO ANSWER, NO CONTACT .....NOTHING!!!!!
Response from Pool Supply UnlimitedApr 23, 2024
Hi Sabine, We are very sorry for any inconvenience that has been caused. We would love to make this right but unfortunately, we cannot locate your order. Please email our customer service department: [email protected].
C I.
Awful experience. Waited 3 months for my parts, still no status or response from the company. They have a joke of a rating on their website saying they are 95% 4-5 star and can always reach a customer but it’s bogus. Terrible company, avoid.
Response from Pool Supply UnlimitedJan 18, 2024
We are very sorry for the experience you had. Unfortunately, the item you had ordered was backordered due to the manufacturer. We are very sorry for any information that was not relayed to you in a timely matter. Once your order was processed, we tried to get your items from the manufacturer and that is when we were informed of the wait, which we informed you. It does look like you tried to reorder the same products yesterday and we are trying to work with you to get you what you need. If you have any questions, please contact our service team. Thank you for the chance to make this right.
Corey
Ordered a chlorinator for a friend. Got confirmation email, but a short time later received another email requesting that I call because they needed to verify some information. Was told that my order had been flagged for fraud. I was asked to tell them what I ordered and where it was going. Seemed strange, but then the real reason became clear. He said that he didnt see a pool in my backyard and wanted address of where the pool was located. Told them where was not relevant to my order. Not liking my answer, was told that I would have to email a copy of my id. What a greedy and inconsiderate company. I have been flagged for possible fraud before, and 2 things are almost always present... 1) the bank is the one notifying me and 2) the credit card has not been charged. Of course my card has been charged already. Will update on reimbursement(which I dont expect to get). Avoid these people at any cost. Their BBB rating is 1 star. Reviews all paint the same picture. 12-19-2023. I can live with extra layer of fraud protection but demanding address of pool location or canceling order is my problem. Rep was rude and acted like its normal to blackmail customers. I am sure the address was ONLY to see if a pool was located there, but would be interesting to see how much my friends mailbox would be filled with unsolicited propaganda.
Response from Pool Supply UnlimitedDec 19, 2023
Our apologies you had a bad experience. For our customers’ and the company’s protection we do an additional layer of fraud detection separate from what the credit card company does. Our third-party fraud detection tool flags orders for investigation after the order is processed online. There are many factors that this tool uses to investigate fraud, one of those is the presence of a swimming pool when ordering swimming pool supplies. Because we know there are scenarios where one may order pool supplies without the presence of a pool (such as for a second home or for a friend with a pool) we take the time to reach out to these customers directly. Typically, our customers are thankful for the extra layer of security and customer service. While the credit card submitted with an online order is charged at the time the order is processed; the charge is always immediately cancelled if we are required to cancel the order due to fraud.
Paul F.
As I see from most of their negative reviews and BBB ratings they do not stand behind their products, instead blaming the manufacture who of course will do everything they can to deny warranty, They tried to blame our water and even that the people getting baptized were contaminating the water…even though none of that is true. Horrible company to deal with and am out $600 for defective equipment. No one at the company wants to help and states ‘their name is not on the product.’ Probably one of the most unethical companies I’ve ever dealt with. I would stay away from them 100%!
Response from Pool Supply UnlimitedDec 7, 2023
Hi Paul, We are very sorry for the frustration this has caused. We tried to help you as much as we could, all of our products are covered under manufacturer warranty as stated on our website. Unfortunately when you sent in your heater to the manufacturer they inspected and tested it, they concluded your heater was malfunctioning due to water chemistry damage. Manufacturers cover most things but will not cover water chemistry damage because that indicates the chemicals were not properly maintained by the owner. We are very sorry we could not help you, if you have any other questions please contact our customer service team.
John H.
Horrible experience. Entered order on 9/29/23, credit card was charged on 10/10/23. No shipping notice. Called for status update and was told product was on backorder. Asked why my credit card was charged, and rep insisted it wasn't. Only way to refund was to cancel the order.
Response from Pool Supply UnlimitedOct 20, 2023
Hi, We are very sorry for the inconvenience this has caused and the lack of communication on our end. Unfortunately, you were given incorrect information. The items you ordered are not on backorder, but we are currently out of stock. This item is already purchased our warehouse is just waiting for it come in. We charged the card, and you should have received an email with a lead time unfortunately that email was never sent. We failed multiple time to give correct information and we are very sorry; our company will use this as a learning experience for the future.
Doug
You provided no support after the sale. You should have emails with the details, but basically I had to jerryrig the product you sent me in order to make it work. When I reached out to Pool supply unlimited all you would say was we shipped the product you asked for. I base much of my opinion on a company about how they handle issues and pool supply unlimited completely failed. (order number 30111209)
Response from Pool Supply UnlimitedSep 19, 2023
We are sorry you are not satisfied with the post purchase support you received. Our team works to go the extra mile to assist our customers with products they’ve purchased from us. That includes providing customers with the best resources for answers to their questions. While our team is well educated on everything pool and spa it would be impossible to be installation experts on every single product on our website. Especially when it comes to replacement parts since all pools and systems are different. This is why we always refer customers to the product or part manufacturer. The manufacturers are the experts on their products and how they work into the pool / spa system. Pentair (who we referred you to as they manufacture the circuit board you purchased) in particular has excellent product support.
Ozer K.
I placed an order with this company and after running behind them to get proper updates, and proper info. Even though after receiving intimation on shipment departure date and receiving the delivery out of the 6 items i received only 3 items. This is the kind of service this company provides to their customers.
Response from Pool Supply UnlimitedSep 8, 2023
We are very sorry for all the inconvenience this has caused. We should have been better at communicating with you every step of the way, we dropped the ball, we are very sorry and will use this as a learning opportunity for our team. We placed the order for all six items, we are looking into the problem from our supplier why only three shipped. Our team has reached out to try and solve this problem. Again, we are very sorry for the inconvenience and lack of communication.
customer
Ordered June 1st. It’s the end of August. They had to refund me. SMH. 12 weeks later with no product. Do not waist your time. Just go to your local pool guys and they will order it for you. These guys just take your money never order your products.
Response from Pool Supply UnlimitedAug 31, 2023
We are very sorry for the experience you had. Unfortunately, due to the limited amount of information we cannot pull up your order to help you. We would love to make this right, please contact our customer service team.