Royal Swimming PoolsReviews of royalswimmingpools.com

I ordered a pool kit in July and was charged for it. In August we were told it was on a pallet ready to ship. We paid for the pool to be dug out. Guess what? NO POOL it is mid November and we were told 2 weeks ago that the entire pool was shipped all in one shipment. We are now 6 shipments in and we are missing ONE panel and a slide. The panel has stopped the entire pool installation. We have a full crew, concrete trucks, gravel, electrician, codes and permits all sitting waiting for this to appear. I even emailed the VP who completely ignored my email and never responded. I have been told a different story every single phone call. No-one follows up even though they promise they will. Finally a manager after 4 months got involved yesterday and promised a panel would be shipped today. He of course didn't follow up so when I called, I found out it had to be made...So who knows when it will actually arrive. Worst customer service, management team and VP. If I owned this company I would clean house and start over.

This was the worst experience I've ever had purchasing something online, and probably the worst customer service I've ever encountered as well. We ordered an above ground pool and other accessories (solar cover and ladder) in mid-May; at the time, they were advertising a few days' delay in shipping due to COVID-19. Our expected ship date changed once, then twice, and ultimately FIVE times without a single piece of communication from the company. It was early July at this point. The only way I knew about the delays was from checking my order status page. Multiple emails to them went unanswered; the one that did came back with a defensive and vague response. If you called them, you got dumped into a voicemail box and never received a return call. The pandemic-related problems were out of Royal's control; however, good customer service is always possible. They never once reached out to us with apologies, updates, or offers to help make it right with a discount, etc. Fortunately, I got a tip that another company was frequently getting pools in stock, and I ordered from them, then cancelled the Royal order. They cancelled and refunded with no problem, but again -- no concern as to why or to offer to do better. Avoid them at all costs.

horrible service from these people.