AJ O.
Buyer beware: refuses returns/replacements on defective items
I purchased a replacement Dolphin pool cleaner motor unit from PoolZoom. The product page did disclose that this item would arrive with an "Exchange" sticker on the motor block but with the assurance that it would in fact be factory new. Unfortunately the motor was non-functional on arrival though the packaging was not damaged. The impeller fan ran continuously but the drive motor would not turn on. I independently verified my power supply with a multimeter to confirm a constant 29V output, indicating the issue was within a faulty motor. When I contacted PoolZoom within 3 days of delivery to report the defect, their automated RMA system failed to recognize the order. When reaching out to customer support, they attempted to deny responsibility entirely, claiming all defect claims must go through the manufacturer. I was then emailed a claim form to send to Maytronics with instructions to put my name on it instead of that of the dealer. Upon contacting Maytronics, I was told the form was intended only for dealers and distributors, not the end user and thus they could not process the claim. The bottom line is that PoolZoom would not issue a return label to resolve the issue, and at no point offered anything other than my having to file a claim with Maytronics directly. There was no offer of a replacement and in fact no further communication, forcing me to file a formal dispute with my credit card company given no other alternatives. Avoid this seller if you expect transparency, honesty, and truly caring customer service.
Response from PoolZoomJul 24, 2026
Thank you for taking the time to share your experience. We are sorry to hear about the trouble you experienced with your replacement motor. We would like to clarify one important point regarding the product. We do not sell refurbished or used Maytronics motors. The "EXCHANGE" sticker is applied by Maytronics to many of their genuine OEM replacement motors. We understand how that could be confusing, but it does not indicate the motor is refurbished or remanufactured. It is a brand new OEM replacement part, and no core return is required. We did our best to explain this during our communication with you. We also understand how frustrating it is to receive a part that appears to be defective. Our team was actively working to help resolve the issue. Unfortunately, Maytronics' claims process has been especially challenging this year, which can sometimes delay resolutions. While we understand your frustration, we were in the process of assisting you and were preparing to send a replacement. Once a credit card chargeback is filed, however, we are no longer able to continue processing a replacement or warranty claim, as the matter must be handled through the credit card issuer. Unfortunately, this prevented us from completing the resolution we were working toward. We apologize for the inconvenience and appreciate you taking the time to share your feedback.