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:05/04/2023

  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.

  On March 31st I ordered a robot caddy and cover from this company through Amazon.com.. I have not received my order tried reaching out numerous times for a refund from this them and they will not issue a refund. It has been several weeks since they said it shipped and I have never received anything. I will be calling the police if there is not a resolution to this matter.

  Business Response

  Date: 05/19/2023

  Dear Representative,
  
  This is in reference to the Consumer Complaint of Mr. ******* ****** under Order Number, *******************, regarding a delayed shipment by the carrier and a request to 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 $199.26, dated May 3, 2023. Initially, the reason why this order has been refunded, the carrier has confirmed that it was lost in transit. We notified the customer about the carrier's investigation and we apologized for this inconvenience. With this, we have proactively processed the refund as requested by the customer back to his original mode of payment. The customer also acknowledge through email 17 days ago. 
  
  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

  Customer Answer

  Date: 05/22/2023

  
  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,
  
  ******* *****

• Initial Complaint

  Date:12/22/2022

  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.

  ordered replacement spa heater, flow thru, 11KW, 26-0026. Received 4KW heater. Too small for hottub. Tried to return but instructions say I must have "RGA" number. called their 800 number, routed to the web site, told to chat, did so and after first being told the order could not be found told it was a third party shipper but would receive instructions for return After 5 days nothing. They have a 30 day return policy and feel I am being run around to avoid refund. Have called twice more with same reroute to chat but no response on chat Order#******** ****** ****** **** ** ****** ** ****** *** ***** ******************

  Business Response

  Date: 12/26/2022

  Hello,
  
  Thank you for reaching out.
  
  I am so sorry to hear about this issue.
  
  To better assist you, may I ask for your order number?
  
  If your item was purchased thru Amazon, we will be needing your 17-digit Order Number with this format 1xx-xxxxxxx-xxxxxxx. Or, if it was purchased through our website, we will be needing your 5-digit Order Number.
  
  Looking forward to your response.
  
  
  Best,
  Iyah R******
  Customer Service Manager
  Backyard Pool Superstore

  Business Response

  Date: 01/26/2023

  Dear Representative,

  Our sincerest apologies for the delay. 

  This is to confirm that the refund request for Mr. ****** ****** has been proactively processed. Order number ******* amounting to $129.97.

  Thank you so much for your patience and understanding as we go through this process of investigation.

  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

   

  Customer Answer

  Date: 02/02/2023

  
  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.

  
  this complaint ha been fully resolved
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:10/16/2022

  Type:Customer Service 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.

  To Anyone considering purchasing any products from Backyard & Pool Superstore. I Purchased a National Gas fired Pool Heater Part Number W3h150fdn, at a cost of $1990. + TAX along with FREE Shipping via ************. I received an email from******* the order was accepted along with awaiting a ship date from the 3rd party seller. Approximately 3 business days later I I received a new email that the 3rd party vendor was canceling my order due to Non-payment for shipping. I immediately called******* and explained the reason for canceling the order from Backyard pool superstore ( 3rd party vendor). The next MAJOR issue is the pool heater iP/N s NOT on sale anymore and the new price is $2199). They also sent a message to******* & I they DO NOT PRICE MATCH.******* & I explained that the Hayward W3h150fdn WAS NOT a PRICE against another vendor.. They are the FIRST AND ONLY VENDOR. (Backyard pool superstore) is starting). Lastly to make sure all reading this Review understands Backyard pool superstore is NOT Honoring their Ptice of $1999 vs.$2199. Their price. Please be Guided Accordingly

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 8, 2022/11/03) */ Dear Representative, This is in reference to the Consumer Complaint of Mr.******* ******, under Order Number,********************, regarding a cancelled shipment and pricing unmatched. 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 $2,171.41, dated October 27, 2022. Initially, the reason why this order was canceled was that he didn't pay the shipping fee, amounting to $600, 48hrs after placing the order. We notified the customer ahead of time regarding the additional shipping fee and the customer failed to process the payment. Based on our product and******* Shipping guidelines, additional freight charges may apply in certain rural or special access areas. In this circumstance, we have contacted the customer regarding this prior shipment. Secondly, regarding price unmatched. We have confirmed that the price we have on our page is still at $1,999.00, excluding tax at $172.41.With this, we have proactively processed the refund in full, including taxes. 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:08/02/2022

  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 pool pump motor from Backyard Pool Superstore through ******, and it has failed. I purchased it on May 24, 2021, ****** Order# *******************, for $178.08. The type of pool pump was; Puri Tech Century Electric Model #UST1102, 1-Horsepower Up-Rated, with a round flange. The pump has an 18 month warranty. I have called the company numerous times and only get a voice menu which directs the caller to the ****** website or I can email the company, with no option to leave a message. I also tried to chat on-line to explain the problem, but the chat function on their website is never functioning: "Contact Us - We apologize our Call Center is currently closed. Please email us at help@backyardpoolsuperstore to ask any questions you may have." So, I have emailed the company numerous times with no response. I would like someone from Backyard Pool Superstore, to contact me and let me know the warranty return process. Thank you or your time, help and consideration with this matter. ******************** *********************************************************************************

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 10, 2022/08/29) */ The customer initially sent his email last July 28, 2022, regarding a product that he purchased, pool pump motor from our company through ******, and it has failed. He purchased it on May 24, 2021, ****** Order#********************. Our representatives have assisted his concern and explained that We actually process the 18 month warranty for the manufacturer. Please refer to our ****** Policy here: ********************************************* We haven't heard back from the customer a month ago, asking for his product's model number of the pump (not the motor). We can help get this issue sorted out. If he installed the motor himself, we advised to have an electrician come and check that all wiring is done correctly.

• Initial Complaint

  Date:06/25/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 pool pump motor from Back Yard pool super store(BYPSS) on***** on May,17 2021. It is advertised with an 18 month manufactures warranty. The pump worked fine all of the 2021 season. When I started the pump in May 2022 the LCD display is intermittent, the pump still is working fine. I contacted BYPSS by email and was told to contact the pump manufacturer. I did that and was told by Century all warranty issues must be handled through the distributer. I contacted BYPSS again by email and after two wrong replies, Randy U. admitted that the warranty issue must be handled by BYPSS. I sent the pictures they requested to get the process going and was told by Randy at BYPSS that they tried to issue a refund but were unable because of an***** issue. I have been trying to email them for weeks now with no response.

• Initial Complaint

  Date:05/16/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 my HP 140 Hayward heat pump from backyard pools superstore but I used the account I have with ****** when purchasing the item it said clearly free shipping underneath I have pictures then a couple days prior to maybe supposed to receive the shipment I received an email stating I need to provide a $75 surcharge or extra charge due to freight When clearly ****** sold me the item free shipping I contacted ****** and they said they were going to take care of it the morning after that I received the same email stating that if I did not pay the money that my shipment was not coming this was all after I already spent 4900 on the item I am so disgusted with ****** and backyard pools superstore I ended up canceling my order and going elsewhere due to ****** not answering the phone and backyard pools superstore not standing behind ******'s free shipping

• Initial Complaint

  Date:05/13/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 cyclone pool slide from Walmart marketplace, the business with the listing was Backyard & Pool Superstore. Their listing was for FREE SHIPPING, the item total with tax was $1517.13, which I paid using my **** card. The item was set to arrive on May 13th. The day after I ordered, I received a scam seeming email from a person named Alexi with the backyard pool superstore, there is no business phone number listed in the email, no company logo, and nothing other than this person's name and the business name as well as a link that I was told to click and pay the additional $262.75 for shipping. The email is demanding an additional $262.75 for shipping the item. Again, This item was listed as FREE SHIPPING, not once during checkout did the company mention a freight charge, shipping fee, or anything. My receipt shows my payment made as well as FREE SHIPPING, ITEM TO BE DELIVERED MAY 5, 2022. Today I receive another email from Alexi, stating I have 24 hours to pay the additional funds through a link she attached to the email. I refuse to pay additional fees for an item I already paid for under the impression as told by my receipt that I would get FREE SHIPPING to my home. There was no excerpt or fine print, I checked. I have filed a complaint with Walmart. Walmart told me to file a complaint with my bank and other outlets because they too do not feel I should pay any additional fees for my items and they specifically told me not to pay additional shipping nor go through any link sent to my personal email. I feel this company is misleading and in the wrong. They should have to deliver the pool slide that I ordered from them with FREE SHIPPING as it was listed on the agreement/receipt upon payment of $1517.13 which included tax and the item. I feel I have been scammed and that this company wrongfully listed pricing on purpose. I was a victim of false advertising and false agreement upon purchase. At this point cancel my order and give me my money back.

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 9, 2022/06/13) */ Iyah R****** Attachments Fri, Jun 10, 3:42 PM (3 days ago) to orlando.loj Hello *****, Good day! This is in reference to Order Number *************. It has been shown in our records that we have successfully canceled and proactively processed the refund back to the Consumer's original mode of payment, dated May 13, 2022. The representative who has handled this concern initially dated May 13, assisted her issue by canceling Alexandra's recent order due to having additional freight expense and refunding back to her original mode of payment, amounting to $1517.13. You may refer to the screenshot below for your reference: Here at Backyard Pool Superstore, we make sure that all of our customers are assisted and able to meet the satisfaction they need. Should you have any questions or concerns, feel free to contact us. Thank you! Consumer Response /* (3000, 11, 2022/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response, I was told by several ******** representatives that I should not have been charged additional fees as it goes against their standards. When this company chose to sell on *******'s Marketplace they were to be upfront about fees. No where in the listing did it mention freight charges. In fact it listed FREE SHIPPING multiple times. I was advised by ******* to cancel because this pool supply company sent me a third party link in my email asking for more money for freight shipping after I already spent over $1500. When I tried to contact this company to speak to a person, I was referred back to ******* by an automated computer and was told I could not speak directly to a person. When I emailed I received no answers as to why freight was charged when it was not listed anywhere and the item was listed as FREE SHIPPING and even gave me a date for shipping delivery from ******* website. I then received a separate email from the pool supply company with a link attached telling me to pay a lot of money just for freight shipping. No business page to go to, nothing. Just a link that said click here and pay the freight. That is not professional and is false advertising on their behalf. So the response is not accepted because the issue is still very much present as they are still charging additional freight charges when people purchase instead of honoring their listed price and listed free shipping. I needed this for a large family party and I was unable to get it because of the additional fees that they added.