PoolsupplyworldReviews of poolsupplyworld.com

My letter to Pool Supply World Dear Pool Supply World, I am so very disappointed and frustrated with your company. So much so, depending on how you resolve this matter will determine if I come back to do more repeat business. Chronology: April 10, 2020 Purchased online Polaris PB4-60 3/4 HP Booster Pump (order# PSWSF xxxxxxxx) June 3, 2020 Installed new Polaris pump when I opened pool for the season. Noticed water leaking from Volute return. Thought it was loose connection so tightened connection a bit. Leaking continued. Upon further inspection with flashlight, saw a hairline crack in Volute return thread section. Tried calling Pool Supply World customer service several times, waited and waited on hold each time but time was always excessive and I couldn't remain on line. Tried using Chat feature several times but response was "there are no agents available at this time, try later". Tried using plumbers gasket sealant to fill hairline crack but all it did was make a mess. June 4, 2020 Decided to just purchase online replacement Volute for Polaris PB4-60 Booster Pump (order # PSWSF xxxxxxxx) since I could not get in touch with anyone at Pool Supply World. FedEX delivery scheduled for Saturday June 6 by 1PM. June 6, 2020 Waited for 1PM FedEX delivery but received FedEX text that delivery changed to end of day. But no delivery. Contacted FedEX and learned delivery changed to Monday June 8 end of day. June 8, 2020 FedEx delivered replacement Volute. Disconnected Polaris Pump and attempted to install replacement Volute only to find YOU SENT THE WRONG ONE! Rather that a PB4-60 which is what I ordered, you sent a PB-4 which is smaller. Called Pool Supply World customer service and was on hold for quite some time. Finally, Tom answered and said he would make everything right. After a lengthy discussion, he asked for pictures of both Volutes which I sent and he confirmed receipt. Then he said he was forwarding all of this to a manager who would review and call me within 3 days. WHAT!!!! Further delay, waisting a manager's time for a part that retails for ~$40, and it was the wrong one sent by your warehouse in the first place. When Tom saw my outrage, he said I should get a call in a day. June 9, 2020 Tom lied - no call, email or text from anyone at Pool Supply World. So, I called customer service and was on hold 1 hour and 19 minutes. Your auto message said I was the 9th person in line and calls would be answered in the order received. Well, the reply played over and over and I remained the 9th person for 1 hour. I think you should get more that one person in your customer service unit or at least have someone else support calls when that single person is out to lunch. Agent Alesha finally answered and listened to my story but couldn't help at all. I asked to speak with a manager or supervisor but she said not possible as there was no one she can transfer me to. Only thing she could do is escalate my matter which I replied, please do. I need the correct part (PB4-60) immediately if not sooner. I have not been able to use my pump since this whole matter began. Please advise.

As an employee of Leslie's/Pool supply world (they are the same company as well as some others like in the swim and pool spa parts) I am truthfully disgusted with how this company is operating during the pandemic. we have essentially been lying to customer about their orders saying items were in stock when they were not and keeping customers orders going and keeping their money when they've requested cancellations. For instance the above ground pools we sell were out of stock about the first week into the quarantine but did Leslie's adjust their website to show this? No. for months orders for above ground pools were still entered and we were still taking peoples money and letting them know that we'll look into when their order will ship. one of the worse parts was the fact that when they actually did change the website to advise the pools were out of stock they never sent out any emails so unless people called in for their order they would never know about this. Something else that has been getting me upset quite a bit is the fact that there have been many cancellation requests that were never actually fulfilled, the reason for this is to "clear up space in the tickets" and is absolutely reputable. they are literally not cancelling some unlucky peoples orders and keeping their money. The company has been extraordinarily busy as of late but that is still besides the point that this company should have hired more team members to assist with it all, we have thirty seasonal members on the phones staff and I frankly doubt they'd hire for the other departments as those are ones that require you to be a full time employee with benefits so the company is intent on keeping them small thereby adding to the problem of not being able to literally take care of tens of thousands of customer in any sort of convenient time frame. Every day I let people down about their orders, make some people even cry, and I get yelled at for our companies incompetence and it's so tiring. I need the Job but working here is soul draining for me. really you can take your money elsewhere and receive likely a lot better service/care from the employees, because here we will not tell you when an item is delayed or out of stock the only this company really wants it to take your money. I hate working here I really do but I need the job and it even allows us to work remotely. To all of you being hurt by this company I truly I am sorry I do what I can for you guys but it doesn't feel like enough.

THE WORST!!!!!! I ordered a diving board three months ago and have never received it and never received a call or email back. DO NOT ORDER ANYTHING FROM THEM. They take your money and they are GONE! I am filing a complaint.

Ordered a pool ladder may 24th unable to get any updates tracking information or anyone on the phone sitting here for a live chat over 70 minutes and I still have a 70 minute wait sent them an email no response. Paid with pay pal will have to file for my money back.went on again today no one available for live chat. Sent complain to pay pal to cancel my order. Calling credit card next then Better Business Bureau

It’s a SCAM!! They will take your money and never send you anything. I’ve had to file a complaint of fraud with PayPal!

I made an order on May 9th for a pool to be delivered in 2-3 weeks. I called today, June 3rd, over 3 weeks after the order, and was told it was on 6-8 weeks backorder. I received no email or call to let me know this information. Had I known it would be late July before delivery I would not have ordered from Pool Supply. Of course all other websites are sold out now.

Absolutely the worse. Ordered filters on 04/29 still no confirmed tracking number. After numerous e-mails they finally said we will look into it and that was a week ago. Tried calling and you get a recording saying due to high volume of calls you wait will be longer then it disconnects you. Never again, will file a complaint with credit card company

Charged my credit card, no confirmed shipment, no shipment tracking, no replies to numerous emails, chat does not work, and your phone calls will never be answered while you wait on hold. Will dispute with my credit card company. Don’t bother trying to do business with them