PoolZoomReviews of poolzoom.com

Response from PoolZoomJun 26, 2025

Thank you for your feedback. We’re sorry to hear about your experience and would like the opportunity to help resolve any issues. Our team has made multiple attempts to reach you via email to better understand and address your concerns, but we have not yet received a clear response regarding what you're requesting. We understand you've placed several orders with us, and we want to make sure any problems are resolved properly. If you could please clarify which specific product you're referencing and the outcome you're hoping for, we’ll be happy to assist further. Customer satisfaction is very important to us, and we are committed to working with you to find a resolution. Please respond to our latest email or contact our customer service team directly at so we can move forward.

Response from PoolZoomJun 23, 2025

Thank you for your feedback. We are sorry to hear about your experience and appreciate the opportunity to clarify our policies. At PoolZoom, we strive to process orders quickly so our customers receive their items as soon as possible. Because of this, there is a very limited window to cancel an order before it enters the shipping process. Once an item has been prepared for shipment or shipped, cancellation is no longer possible. In cases involving special order or high value items, especially those shipped directly from a manufacturer, a restocking fee may apply if a return is requested. These terms are outlined on our site to help ensure transparency and avoid unexpected costs. We understand this may not have been the outcome you hoped for, and we are happy to review your specific situation further to see if anything else can be done. Please do not hesitate to reach out to our customer service team with your order number so we can assist you directly.

Response from PoolZoomJun 17, 2025

We're truly sorry to hear about your experience with the Salt 3 system and completely understand your frustration, especially given the investment you made. After reviewing our records, we only found a previous chat where you requested an invoice. We did not receive any other communication about the issues with your system. That said, we want to help. Our support team is now reaching out to both you and the manufacturer to see if we can assist with a warranty claim or offer a possible resolution. While we cannot make any guarantees, especially if the issue is installation related, we are committed to doing what we can on your behalf. We appreciate your feedback and the opportunity to step in and try to help make this right.

Response from PoolZoomJun 3, 2025

Hi Alfred, We’re very sorry to hear about your frustration and truly regret that your experience with us didn’t meet your expectations. We understand how important timely communication is especially during pool season and we sincerely apologize for the difficulty you had reaching us by phone. We want to assure you that your return was processed quickly, with our team responding and assisting you within 30 minutes of your original outreach. Return instructions were sent as promised, and we’ve confirmed your return is already in transit. While we understand it’s frustrating to pay return shipping, we do our best to clearly communicate our return policy up front, and we always try to process refunds promptly and fairly. We’re committed to getting you the right product and giving you the best experience possible. Our team is reaching out by phone to ensure you’re taken care of moving forward, and we hope to have the opportunity to regain your trust. Thank you for your feedback it helps us improve.

Response from PoolZoomApr 30, 2025

We’re sorry to hear about your experience and appreciate the opportunity to clarify the situation. You first contacted us regarding the issue with your item on 4/24, five days after your purchase on 4/19. As outlined in our store policies, all warranty claims are handled directly through the product manufacturer. This is standard across the industry and allows for proper troubleshooting and resolution by the experts who support the equipment. That said, we did try to assist you beyond our stated policy. On 4/25, we responded to your message offering to accept the return and issue a refund as soon as the item was received. You sent the item back the same day, but also filed a PayPal claim. Once a dispute is opened through PayPal, we are no longer able to issue a refund ourselves, as PayPal requires the process to be handled through their resolution center. We understand your frustration, but we were actively working to help you and would have followed through with the refund had we been given the opportunity. Filing a claim immediately after shipping the return interrupted that process. We’re committed to supporting our customers, and if you need documentation or further assistance for your PayPal case, we’re happy to help. We hope for a quick and fair resolution.

Response from PoolZoomFeb 20, 2025

Thank you for your thoughtful review! We’re sorry to hear about the shipping delay, but we’re so glad Kayla was able to assist you and provide great customer service. We’ll be sure to pass along your kind words! If you ever need anything in the future, we’re happy to help. Enjoy your new part!