Reviews

Review Details

• Review fromCyrus B

  Date: 10/16/2024

  1 star

  Cyrus B

  Date: 10/16/2024

  Make sure you read their return policy thoroughly. Pool Supply Unlimited will defer to the warranty policy of the product manufacturer/ supplier and will not accept most returns. Personally, I will never shop with them again.

  Pool Supply Unlimited

  Date: 10/23/2024

  Thank you for your feedback, and we sincerely apologize for any frustration this may have caused. We want to clarify that all of our products are covered by the manufacturer's warranty, which is stated on each product page, as is common across many websites. While we always strive to assist our customers when issues arise, your item was purchased and installed five months ago, and at this point, it falls under the manufacturer's warranty. We encourage you to reach out to the manufacturer for assistance, as this situation is unfortunately beyond our control. Again, we regret any inconvenience youve experienced.

• Review fromBobbi C

  Date: 10/04/2024

  1 star

  Bobbi C

  Date: 10/04/2024

  BUYER BEWARE!. ****************. We bought a part for our pool heater from this company and its defective. $128.01 for an igniter. Trying to get it replaced is becoming a nightmare. Even though its been less than two weeks since receiving it. We called a professional pool repair company out to check everything and the only thing that wasnt working is the new ignitor. When we realized it was the ignitor that was defective we called this company immediately to return it and get a replacement. The repair guy also said that it looked like it had been used. Our original one was old and in bad shape so we couldnt pass it off as the one they sent us which they questioned us about. Even though I called them right away, Im getting nothing but the runaround. Its obvious theyre trying to get out of refunding my purchase or replacing the defective piece. Instead of being a professional company and acknowledging that the part they sent us was defective (which happens) theyre giving us the third degree. They asked for pictures of the piece, which weve sent and still acting as if we did something wrong.If youre looking for pool supplies I highly suggest you DO NOT use this company. Their business practices and integrity are not what you want when buying products online.

  Pool Supply Unlimited

  Date: 10/07/2024

  Thank you for your feedback, and we are truly sorry for the experience you had with our product and service. We understand how frustrating it can be to receive a defective part, and this is not the experience we strive to provide. While defects can sometimes happen despite our best efforts, we take these matters seriously and work hard to avoid them.
  
  In accordance with our policy, our customer care team requested photos to ensure that you received the correct product, and we understand that this process may have been frustrating. After reviewing the situation, its clear that the issue was not related to receiving the wrong part, and we are sorry for any confusion or inconvenience this caused.
  
  We have escalated your case to our management team, and you should expect to receive a follow-up email from them shortly. Again, we sincerely apologize for any inconvenience and appreciate your patience as we work to resolve this for you.

• Review fromKerry G

  Date: 09/22/2024

  5 stars

  Kerry G

  Date: 09/22/2024

  I have ordered multiple items from Pool Supply and have been more than pleased! I ordered a safety fence, a basketball goal and volleyball set. All items were top quality and have help up well over the past 7 years! Prices were way better than my local pool store even with shipping. My pool safety fence was damaged in a storm, so I will be ordering my replacement sections from them. Always so helpful when I call for assistance!

  Pool Supply Unlimited

  Date: 09/25/2024

  Thank you so much for sharing your experience! We're thrilled to hear that the products you ordered, from the safety fence to the basketball and volleyball sets, have held up so well over the years. It's wonderful to know that you're satisfied with the quality and the value we offer, especially compared to local pool stores. We truly appreciate your loyalty and are glad our team has been able to assist you when needed. We're looking forward to helping you with your replacement sections and continuing to support you with all your pool needs!

• Review fromMike C

  Date: 09/16/2024

  1 star

  Mike C

  Date: 09/16/2024

  I ordered a replacement salt cell generator as mine had stopped working. About 10 days later I was wondering why it had not arrived and checked my order status. It was listed as pending. I called the company at that point to find they had no estimated time to even ship the item let alone for me to get it. Without that part, your pool has no chlorine being generated. Being that it is the middle of summer in *************, I quickly had algae in my pool and staining to the surfaces. I canceled the order and ordered another one from elsewhere which shipped promptly. Would have been good to know when I was looking at the part that it was not available in a timely manner. I have now gone through lots of extra chemicals to take care of this, not to mention the work to do it. The pool was also unusable for weeks. Not coming back here for anything.

  Pool Supply Unlimited

  Date: 09/19/2024

  Thank you for your feedback, and we sincerely apologize for the inconvenience. We see that your order was placed on 09/03, and three minutes later, we sent an email notifying you that the item was out of stock and on order, but unfortunately, we did not have an ETA from the manufacturer at that time. To avoid confusion, we ensure that our website clearly displays "in stock and ready to ship" only for items available.

  
  When you called on 09/09, our team requested an ETA from the manufacturer, and by 10/10, we informed you that we still had no ETA. While some customers choose to wait for items to come back in stock, we understand your frustration with the delay, especially given the urgency of needing the part for your pool in the middle of summer. We do our best to quickly notify customers when an item is out of stock to help them make the best decision for their situation.

  
  We're very sorry for the trouble this caused, and while we did our best to communicate with you throughout, we regret that it impacted your pool's condition. We hope to have the opportunity to serve you better in the future.

• Review fromJames C

  Date: 08/05/2024

  1 star

  James C

  Date: 08/05/2024

  After taking my money @$400 for a Jandy salt cell replacement I received an email saying that the part was back ordered. There is no one answering phones, the only resort is to leave a message and of course it is never returned. Im out $400 from these thieves. Beware.

  Pool Supply Unlimited

  Date: 09/17/2024

  Thank you for your feedback. Were sorry to hear about your experience. Unfortunately, we couldnt locate an order for you this year, although we see that youve placed five orders with us in the past, and we truly value your business.

  
  If you were referring to the Jandy AquaPure (R0452300), weve had it in stock and ready to ship all summer, so we're concerned there may be some confusion.

  
  For orders from 2022, we were experiencing supply challenges during that period, which affected many businesses, including ours. We did email you ten days after your initial order to notify you that the product was back in stock.

  
  We strive to provide the best service possible and regret that we havent met your expectations this time. Please contact our customer care team at *************************************** with more details, and well be happy to assist you further and resolve the issue. Thank you for your patience, and we hope to make this right.

• Review fromSamuel F

  Date: 07/09/2024

  1 star

  Samuel F

  Date: 07/09/2024

  I ordered a slide from this company and received a different slide. I immediately contacted the company to resolve the issue. They said it could take 13 days for a resolution. Completely unacceptable. They also stated I may have to pay a restocking fee on the incorrect item once I send it back, which is against the law under the terms of the contract. Unbelievable customer service. Just want the correct slide.

  Pool Supply Unlimited

  Date: 09/05/2024

  Hi ******,

  
  We are very sorry that you initially received the wrong slide. Unfortunately, a mistake was made when your item shipped out, and we sincerely apologize for the confusion. Additionally, we want to clarify that you should never have been told there would be a restocking fee. When a product is shipped incorrectly, there is absolutely no restocking fee required.
  It looks like at this time you have received the correct slide, and we hope you are enjoying it. Once again, we apologize for any miscommunication and for the error with your delivery.

  
  Thank you for your understanding.

• Review fromDavid P

  Date: 06/12/2024

  1 star

  David P

  Date: 06/12/2024

  Horrible company ran by a complete unprofessional incompetent supervisor named *****. I ordered a transformer box with an extra paid 3-day guarantee on the shipping. Come the 3rd day nothing, 4th day nothing I then called. ***** stated I had received an email that I need to confirm my information even though I had a receipt, I had a pending transaction from my bank, and I signed up for the 3-day shipping. What information do I need to confirm. He told me that he was canceling my order, and I should, "Should" be reimbursed within a couple of days. Words were exchanged and the supervisor engaged in foul language with me. I cannot tell you to run fast enough when it comes to this company. They mess up, it is your fault. They then try to degrade and reflect responsibility. Please search other businesses before settling with this company. I cannot stress enough. After I hung up the phone, I had to scramble for the box sense I needed it for a get together at my house. I actually found it cheaper on 3 other websites all for around the same price $100 cheaper. So, they are probably price gouging as well. Save yourself the headache and just go elsewhere.

  Pool Supply Unlimited

  Date: 09/05/2024

  Thank you for bringing this to our attention. We are truly sorry to hear about your experience and deeply regret the frustration and inconvenience it caused.
  
  We take such matters very seriously and are thoroughly investigating this incident. This is not the standard of service we aim to provide, and we apologize for the negative interaction you had with our representative. Our customers deserve respectful and professional service, and it is clear we fell short in this instance.
  
  To clarify, your order was flagged for possible fraud, which required additional verification. As an online-only company, we encounter fraudulent activities frequently and take measures to protect all our customers. However, we should have communicated more effectively and followed up promptly, especially given the urgency of your order.
  
  Regarding the comments made by our representative, we sincerely apologize. Such behavior is unacceptable and not reflective of our company values. We are taking immediate steps to address this internally and ensure it does not happen again.
  
  We understand the importance of timely delivery and the frustration caused by the delay and unprofessional handling of your situation. Your card was never fully charged, it just had a hold placed on it which would have dropped.
  
  We appreciate your feedback and the opportunity to improve. Your satisfaction is important to us, and we hope to restore your trust in our company.

• Review fromTravis P

  Date: 05/29/2024

  1 star
  Terrible, rude company. This company does not honor warranties. Take your business elsewhere!

• Review fromChristian I

  Date: 01/14/2024

  1 star
  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 its bogus. Terrible company, avoid.

• Review fromDamir D

  Date: 10/23/2023

  1 star
  Terrible pool supplier. Vary bad customer support. Order Chlorine salt generator cell. Warranty suppose to be 3 Years. In second year units stop work. Never get my warranty replacement part.