Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 3, 2024, I purchased a Polaris 360 Back Up Value for my pool off of **** thru Backyard Pool Superstore. When it arrived I installed it my sweep but the sweep would not move, rather it would float to the top of the pool. Fortunately I kept my old back up value and when I swapped out the new one with my old one, my Polaris worked fine. Puzzled by this, I ended up opening the brand new valve and it was absolutely HOLLOW inside. It was just the case. I contacted Backyard Pool Superstore via **** and they said it was just the case that they were selling. When re-read the description, it does say "Polaris OEM Back Up Valve Case for 360 Swimming Pool Cleaner ********** ********" but unfortunately their photos show the back up value fully screwed together. These photos were identical to other pool providers who were selling the whole back up value. They should have done two things in my opinion: 1) made sure to clearly identify "THIS IS JUST THE **** AND NOT THE ENTIRE BACK UP VALVE." I showed this advertisement to several people and they all missed that it was just the case. 2) They should have included photos of the case opened up to show the buyer that it's hollow. I explained that I genuinely thought I was purchasing the full working valve and requested a refund. They said because it's been more than 30 days from my purchase, Backyard Pool will not accept my return. The fact that they wouldn't own up to their mistake, and recognize how their advertisement was misleading, and simply accept the return of essentially a brand new unused item that cost $25 is enough for me to NEVER use these guys. It's not the money, it's the principle. I also contacted the manufacturer ******* (actually Fluidra) directly and spoke to a *** there. They said "I would be very careful with this vendor." She didn't say more than that, but I understood exactly what she meant. This was my first and last interaction with Backyard Pool Stupidstore.

  Business Response

  Date: 02/13/2025

  Dear Representative,
  
  We appreciate the opportunity to address this concern. The item purchased by Mr. **** was correctly listed as a Polaris OEM Back Up Valve Case for the Polaris 360, as clearly stated in the product title and description. While we understand there may have been a misunderstanding, the listing accurately describes the product being sold.
  
  Upon review of Mr. ***** order, we confirmed that he purchased the back-up valve case only. The internal valve mechanism was not included, as explicitly noted in the product description on our listing: **** Listing.(*************************************)
  
  Additionally, as outlined in our return policy, we are unable to accept returns beyond the 30-day return window from the date of purchase.
  
  At Backyard Pool Superstore, we strive for 100% customer satisfaction and continuously work to improve transparency in our product listings. To further clarify our product description, we will review the listing to ensure it remains clear for future customers.
  
  For your reference, please see the following attached screenshots:
  ?? Screenshot 1
  ?? Screenshot 2
  
  If you have any further questions or require additional clarification, please feel free to reach out. We appreciate your time and consideration in resolving this matter.
  
  Best regards,
  
  Iyah R.
  Customer ************************start="1708" data-end="1711">Backyard Pool Superstore

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Dophin Nautilus CC cleaner. It arrived from them timely. The unit did not work from the first moment it entered the water. I tried to call but their phone service doesn't do in person calls. Downloaded the return label from Amazon and took it to **** *** would not take the 2 boxes as their was only one label. Hence send the Unit itself back. Received confirmation on 8/9/24 around 11:40 AM they received it. Send them an email telling them that they received it. The day I send the unit I send an email asking for a replacement unit and advised them that I could not send the caddy back as I didn't get a second label. Asked for a label or if I should keep the caddy. No response to this question. They asked for the order number which i send them . Days after when I send several more email, they asked for the order number again, I responded referring back to my earlier email and attached a copy of the order again. No response. On 8/9/24 tried the life chat but nobody ever responded. All I want it to get a new properly working Dolphin Nautilus CC unit to clean our pool. How difficult can it be to send us a new one overnight.

  Business Response

  Date: 08/19/2024

  Hi *******,
  
  This is in reference under Order Number, 113-8289768-9399435, regarding an unsettled replacement in which you have requested 13-days ago. I am so sorry to hear that it didn't meet your expectations.
  
  As we have thoroughly checked, a refund has been issued back to you for the returned unit, Dolphin Nautilus CC only, amounting to $640.93 including taxes. dated, August 14, 2024. I understand that these email transcripts can get mixed up, but its clear weve fallen short in this instance and thats unacceptable.
  
  You may receive the refund back to your original mode of payment within 3-5 business day after the refund has been made. 

  We, Backyard Pool Superstore, strive for 100% customer satisfaction and will make sure to rectify the issue and set this matter straight.
  
  I have here the link for your reference and immediate perusal.
  **************************************************
  
  In the meantime, feel free to reply to this email with any questions or concerns, and we'd be happy to assist you further.
  
  Best,
  Iyah R.
  Customer Service Manager
  **********************

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an $800 pool robot as a Father's *** gift, which was delivered on 6/15/2024. I used Amazon, and the seller was "BackyardPoolSuperstore". The device worked for 2 days, then stopped. We had issues calling the seller as all of their phone ACD options sent you to the selling service and hung up on you. We called the manufacturer "Maytronics," and they responded with a list of things to try to get this brand new item working again. Nothing worked. Their response was to RMA it back to them for repair. We contacted Amazon for a refund, and they posted it would be a 50% restocking fee from the "BackYardPoolSuperstore." We had issues working with Amazon, so we ended up calling them directly for their "a-z guarantee." They picked up from a call center in *****. They verified all of our information and then oddly said they would call us back on a "secure line". We dropped and picked up. What sounded like the same person continued the refund process but started to talk to us about fraud on our account. I questioned them, and they said, "I called them," but in fact, they called us back and were now sounding like one of those scams... When I pushed the issue, they quickly hung up, so I believe Amazon has fraud happening right from the call center. We continued to push for help from the seller "BackyardPool Superstore, but they pushed us back to troubleshooting it with the manufacturer. The level of frustration and time spent is building, and I offered to just ship us a new one and we will send this back, but they refused. Anything you can do to help facilitate them shipping us a defective $800 item would be greatly appreciated. Thanks

  Business Response

  Date: 07/26/2024

  Dear Representative,
  
  This is about the Consumer Complaint of ****************************. I am so sorry to hear that it didn't meet your client's expectations.

  For me to better assist you, may I ask for the Order Number?

  Looking forward to your response.

   

  Best,
  
  Iyah R.
  Customer Service Manager
  **********************

• Initial Complaint

  Date:05/01/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase a pool vacuum that does not work. I have reached out to the manufacturer and they did a trouble shoot test and confirmed. I can not get it returned or a refund. They will not answer the phone or respond to a email with a paid return label.

  Business Response

  Date: 05/07/2024

  Dear Representative,
  
  This is about the Consumer Complaint of *************************, under Order Number, AB-******, regarding an unsettled refund. I am so sorry to hear that it didn't meet your client's expectations.
  
  To better assist the consumer, may I confirm if she reached out to the manufacturer directly and advised of a possible concession (either a refund or a replacement) after the troubleshooting was done?
  
  Looking forward to your response. 
  

  Best,
  
  Iyah R.
  Customer Service Manager
  **********************

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company, Backyard Pool Superstore, is a reseller on Amazon. I purchased a Pool controller board through the Amazon website which was sold by Backyard Pool Superstore. The packaged that was delivered to my home from Backyard pool superstore was not what I ordered, instead I was shipped a $12 valve. I have contacted Amazon and the reseller to resolve this and dispatch a replacement. All communication has been through the email chat as Backyard Pool Superstore does not have a number that you can call. I was told by the Backyard Pool Superstore chat that they cannot dispatch another unit as they do not have stock even though their Amazon listing shows 5pcs. I have returned the wrong item back to the Backyard Pool Superstore and contacted my credit card company to stop the payment.

  Business Response

  Date: 04/22/2024

  Dear Representative,
  
  This is in reference to the Consumer Complaint of ***************************, regarding an unsettled refund. I am so sorry that a refund hasn't been deposited into his bank account, and it didn't meet your client's expectations.
  
  To better assist him, may I ask for his order number for me to check and see? If the item was purchased on Amazon, I will be needing his 17-digit Amazon Order Number with this format - 1xx-xxxxxxx-xxxxxxx.

  Looking forward to your response. 

  Best,

  Iyah R.
  Customer Service Manager
  Backyard Pool Superstore

   

  Customer Answer

  Date: 04/22/2024

  I received your correspondence from the BackYard Pool Superstore indicating they require the customer order number.   I did initially share this with their customer service department and have included it again in this email.

  113-1366082-8681062

  Regards,

   

  ***********************
  

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21607322
  
  I am rejecting this response because: 

  I received your correspondence from the BackYard Pool Superstore indicating they require the customer order number.   I did initially share this with their customer service department and have included it again in this email.

  113-1366082-8681062

  Regards,

   

  ***********************

  Business Response

  Date: 04/25/2024

  Dear Representative,
  
  This is about the Consumer Complaint of ***************************, under Order Number, 1113-1366082-8681062, regarding an unsettled refund. I am so sorry to hear that it didn't meet your client's expectations.
  
  As we have thoroughly checked, a refund has been issued back to him in full, amounting to $$787.19, including taxes. dated today, April 25, 2024. I understand that these email transcripts can get mixed up, but its clear weve fallen short in this instance and thats unacceptable. The customer may receive the refund back to his original mode of payment within 3-5 business days.
  
  We, Backyard Pool Superstore, strive for 100% customer satisfaction and will make sure to rectify the issue and set this matter straight. 
  
  I have here the link for your reference and immediate perusal.
  
  **************************************************
  
  In the meantime, feel free to reply to this email with any questions or concerns, and we'd be happy to assist you further.
  
  Best,
  
  Iyah R.
  Customer Service Manager
  **********************

  Customer Answer

  Date: 04/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/28/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a spa control panel from them on November 30, 2023. I never received the item. Requested a refund. Never received a refund. Filed a dispute with my credit card company now they won't issue a refund because I disputed the charge.

  Business Response

  Date: 01/04/2024

  Dear Representative,
  
  This is in reference to the Consumer Complaint of *******************************, under Order Number, 111-1257038-5841826, regarding an unsettled refund.
  
  As we have thoroughly checked, a refund has been issued back to his original mode of payment in full (Amazon), dated December 28, 2023.You may refer to the screenshot provided in this email for your reference.
  
  I hope this helps, and feel free to reply to this email with any questions or concerns, and we'd be happy to assist you further.

  Best,
  
  Iyah R.
  Customer Service Manager
  Backyard Pool Superstore

• Initial Complaint

  Date:10/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a spa pump on October 3, 2023 at 11:36 PM. I received the pump on October 6 and installed it that very day only to find the pump had faulty threads and water outlet the pipe union wouldn't tighten properly on new pump and blew off and in which I immediately informed the seller that day. I started a return on eBay and seller sent me a return label in which I printed and dropped packages off at *** ******** ****** ****************** ON OCTOBER 10TH AT around 2:54 PM, and the tracking shows that Backyard Pool Superstore had received the returned pump on Thursday October 12 at 10:53 AM AT DOCK . Backyard Pool Superstore refuses to give me my full refund and won't reply to any of my messages on **** about such matters, I demand my full refund as I have done everything properly on my behalf ! I was able to repair my old pump by replacing an o ring on the front of the wet end and have no issues with the pipe union threading on like the faulty pump sold by Backyard Pool Superstore !

  Business Response

  Date: 11/02/2023

  Dear Representative,
  
  This is in reference to the Consumer Complaint of Mr. ***** ******** under Order Number, 17-************ regarding an unsettled refund and a defective item. I am so sorry that it didn't meet your client's expectations.
  
  As we have thoroughly checked, a return was initiated, with a Return Tracking Number ******************* and a refund has been issued back to his original mode of payment in full through eBay, dated October 17, 2023. We, Backyard Pool Superstore, strive for 100% customer satisfaction, it’s clear we’ve fallen short in this instance – and that’s unacceptable.
  
  While I understand that these email transcripts can get mixed up, we will be more than happy to send out some screenshots as a reference to set this matter straight.
  
  In the meantime, feel free to reply to this email with any questions or concerns, and we'd be happy to assist you further. 

  Best,

  Iyah R.
  Customer Service Manager
  Backyard Pool Superstore

• Initial Complaint

  Date:08/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately two months ago, I ordered four items that included three packages each of a certain product. I messaged the seller before purchasing them to make sure I understood the item as advertised. I was to receive 12 packages of the product, I only received four. I have messaged Seller time again to try to get this resolved, and they refuse to assist me.

  Business Response

  Date: 08/22/2023

  Dear Representative,

  This is in reference to the Consumer Complaint of Mr. **** *******. I am so sorry to hear that it didn't meet your client's expectations.

  To better assist you, may I ask for his Order Number so I can check and see?

  Looking forward to your response.

  Best,
  Iyah R.
  Customer Service Manager
  Backyard Pool Superstore

   

  Customer Answer

  Date: 08/23/2023

  The missing packages have been received. Thank you!

• Initial Complaint

  Date:07/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase a pool cleaner from this seller. Stopped working after two weeks. Paid almost $1K. Their response was that they are just an authorized dealer and they cannot assist and passed me off to the manufacturer for help. Claimed I may not be using the item properly, as if I can’t read a simple manual. These crooks are the ridiculous! I recommend everyone within a six month period just charge back your credit card and give them proof since these crooks are so shady! Trying to work with the seller but these con artist are playing games!

  Business Response

  Date: 07/27/2023

  Dear Representative,
  
  This is in reference to the Consumer Complaint of Ms. ****** ******* under Order Number* ******************** regarding an unsettled refund and a defective issue. I am so sorry that a refund hasn't been deposited into his bank account, and it didn't meet your client's expectations.
  
  Upon thorough investigation, the item was purchased 2 months ago, dated May 31, 2023. As a seller, we offer a 30-day warranty time frame. Once expired, all warranties must go through the manufacturer. The reason is that the manufacturer can troubleshoot the item, replace the product, or send out any parts that are needed. They work really well with our customers because we are an authorized dealer. The customer reached out two months after saying that the item was defective or no longer working as expected. 
  
  Our representatives advised the customer to contact the manufacturer, but the customer doesn't want to do that. We, Backyard Pool Superstore, strive for 100% customer satisfaction, it’s clear we’ve fallen short in this instance – and that’s unacceptable.

  With this, we advised the customer to return the item and initiated a return label with the tracking number ******************, dated July 24, 2023. Once received in our Returns Department, it will be processed within 2-3 business days. She will receive a notification once the refund is issued.

  While I understand that these email transcripts can get mixed up, we will be more than happy to send out some screenshots as a reference to set this matter straight.
  
  In the meantime, feel free to reply to this email with any questions or concerns, and we'd be happy to assist you further.
  
  Best,

  Iyah R.
  Customer Service Manager
  Backyard Pool Superstore

  
  

• Initial Complaint

  Date:06/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ******* pool salt system June 9th 2022 through ****** and Backyard Pool Superstore is the seller. A week ago it stopped working and I filed a claim on ******. Backyard Pool Superstore replied back that since it's been past 30 days I need to go through the warranty process with the manufacturer. They sent a link to fill out ******** warranty claim and a contact number to call. After filling the form twice with no response, I searched and found an email address for their commercial side and have not received a response from them. I called the provided number twice and sat on hold for over an hour with no answer. I selected their call back option and have received no call back. I told this to Backyard Pool Superstore a couple times and they keep sending the same exact response to contact the manufacturer. I am well within the warranty period and now my Pool is turning green because it is no longer making chlorine and I have to pay a Pool guy now to maintain my Pool as where with the salt system I maintained it myself. I would like a refund at this point so I can buy another one for another $1500.00 thank you

  Business Response

  Date: 06/07/2023

  Dear Representative,
  
  This is in reference to the Consumer Complaint of Mr. **** ****** under Order Number, *******************, regarding an unsettled refund. I am so sorry that a refund hasn't been deposited into his bank account, and it didn't meet your client's expectations.
  
  As a seller, we offer a 30-day warranty time frame. Once expired, all warranties must go through the manufacturer. The reason is that the manufacturer can troubleshoot the item, replace the product, or send out any parts that are needed. They work really well with our customers because we are an authorized dealer.
  
  With this, we cannot issue a refund since it is beyond of our warranty period. The item was purchased last year on June 06, 2023.  We would not process the refund due to the return being more than six months after the purchase.
  
  We, Backyard Pool Superstore, strive for 100% customer satisfaction, it’s clear we’ve fallen short in this instance – and that’s unacceptable.
  
  While I understand that these email transcripts can get mixed up, we will be more than happy to send out some screenshots as a reference to set this matter straight.
  
  You may refer to our Return policy, which is also visible on our product page on ******.
  
  *****************************************************
  
  In the meantime, feel free to reply to this email with any questions or concerns, and we'd be happy to assist you further.
  
  Best regards,
  
  Iyah R******
  Customer Service Manager
  Backyard Pool Superstore
  
  

  Customer Answer

  Date: 06/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****