ComplaintsforPool Warehouse, LLC

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I place and order with this merchant for a pool water testing reagent (Lamotte 7039-G 30ML ColorQ Total Alkalinity Indicator). They sent me an expired item which expired 08/2023, which is ridiculous. I am requesting the merchant to either replace or refund the total cost (item price of $11 plus additional tax and shipping that I paid them).

  

  Business response

  05/21/2024

  We apologize the vendor shipped out an expired product. A full refund of $36.54 has been provided to the customer. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a custom pool liner in 2022.The liner was installed in 2023.When the box was opened and the liner unrolled a large 2” slice was discovered in the bottom of the liner straight out of the box from the factory.Pool wharehouse initially was helpful but just passed me onto the manufacturer who in turn told me there’s no way that could have happened and left the factory that way.Well it did and I was left a brand new $2000 liner with a hole in it.It’s supposed to have a 15 year warranty and was delivered faulty with no compensation!

  

  Business response

  03/18/2024

  This custom-made liner was ordered on May 26, 2021, under order number 90224, not in 2022 as stated. It is important to note that our manufacturer conducts meticulous inspections on every liner, including a thorough examination for imperfections both during production and upon completion. The scale of damage described, such as the observed cut, is highly improbable to have occurred within our facilities, and any such anomaly would have been promptly identified during our rigorous inspection process.
  Regrettably, given that the liner in question is nearing three years since its acquisition, we are unable to facilitate a replacement. It is our assessment that any damage incurred likely transpired during the period of storage or installation. It is worth noting that the liner does carry a warranty, which covers workmanship-related issues such as seams and hangtab failures, but does not extend to incidental damages beyond our control.
  

  Customer response

  03/18/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  The box that the liner was delivered in was stored safely in the same location it was delivered to unmoved,nothing ever stacked on it.The box was opened very carefully by me personally and unrolled by me very carefully.That is when I discovered the hole.The liner was not even attached to anything of stretched just literally opened the box and unrolled.No way I did the damage not even possible.I can’t say how it happened at the factory or shipment but as you can clearly see in the pictures it’s right on a fold so I’m sure that has something to do with it during the folding process most likely before being boxed.The liner was definitely damaged right out of the box no question about it and they told me to get a patch for it.Absolutely ridiculous 
  Sincerely,
  
  ****** *******

  

  Business response

  03/19/2024

  Regrettably, due to the elapsed period of three years and the absence of notification within the stipulated 30-day delivery window, we are unable to extend assistance in this matter. It is conceivable that the described damage may have occurred during transit or installation processes.
  While we empathize with the situation, we are limited in our capacity to offer a full replacement for the liner. However, as a gesture of goodwill, we can provide a small vinyl patch to facilitate any necessary repairs.
  We sincerely apologize for any inconvenience this situation may have caused and appreciate your understanding of our limitations in this regard. 

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pool table from this company which arrived damaged (the surface was uneven making the table unusable). I immediately reported to the company and they asked me to file a warranty claim even though it arrived damaged and should’ve been company’s responsibility. They told me that was the only way so I complied. Now they tell me that the claim has been approved but I need to send a leg back to them. This would mean me paying extra (above the $300 already wasted on assembling a damaged table which I haven’t even claimed back from them) to disassemble and then for disposal of the rest of the table. I asked them to have it done at their expense but they’re flatly refusing to do so. I am not agreeable to sending back anything to them. They should refund the full price of $1,324 that I paid for the table and $300 for the assembly, and then have someone come in and dispose the table off at their expense or pay me for the dismantling, disposal and shipment of leg (estimating $300 but will provide all receipts). Estimated total 1,925 = 1,325 for table + $300 assembly + $300 (estimate) disassembly, disposal and shipment of leg Thank you

  Customer response

  02/21/2024

  The company has agreed to pay a prepaid label for the leg but the majority of the cost would be of dismantling and disposal which they haven’t offered to pay 

  

  Business response

  03/01/2024

  Upon reviewing your complaint, we want to clarify the resolution process.
  As per our warranty policy, we offered to provide a full refund upon the return of one of the legs of the table, which you requested. To facilitate the return process, we promptly issued a call tag to cover the cost of returning the leg.
  However, we must clarify that additional charges incurred for the installation and dismantling of the table are not covered under our warranty policy. We regret any inconvenience this may cause, but it's important to note that such charges fall outside the scope of our responsibility as outlined in our terms and conditions.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought (2) Pentair Minimax Ignitor kits from poolwarehouse.com. One ignitor arrived with the graphite tip broken off and the other ignitor arrived scorched and packaged showing it was clearly used. I contacted their customer service and sent pictures. I was originally told that I would have my money refunded but then I was told their vendor would not return the money. I did not buy the ignitors from poolwarehouse.com's vendor, I bought them from poolwarehouse.com. They arrived broken and defective. They need to refund my money.

  

  Business response

  01/28/2024

  We sincerely apologize for the delay in responding to your inquiry. Our team needed to await guidance from the vendor to ensure accurate and appropriate handling of your return request.
  Having thoroughly reviewed the details of your purchase from Pool Warehouse, we would like to inform you that returns are processed in accordance with the vendor's established policy and procedure. Consequently, we have initiated a refund to the original form of payment as per the vendor's guidelines.
  Here are the relevant details for your reference:
  
  Please be assured that the refund has been successfully processed, and the amount will be credited to your original form of payment.

  Customer response

  02/03/2024

  
  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

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  PoolWarehouse operated in an unethical way, proceeding without confirmation in a return that forfeited more money than other options as a way to profit twice from the same pool table. The customer service agent offered no other option of individual to speak to and was unwilling to rectify the situation. Charging almost $900 for an undelivered item, and representing the option of a refund in a deceitful way.

  

  Business response

  01/15/2024

  We appreciate your reaching out regarding your recent order, and we would like to provide clarity on the matters raised in your communication.
  Firstly, it is important to note that the information pertaining to the delivery process was clearly communicated to you before you placed the order online. In the product description of the table, a statement explicitly outlines that the delivery includes "Free LTL Freight With Curb Side Delivery To Select States." Additionally, on December 13, 2023, at 9:15 am, we sent you an email, accompanied by a video, reiterating the curb-side delivery method. Unfortunately, it appears that these communications were ignored. 
  The email also contained instructions explicitly stating, for the third time, that "All Deliveries are CURBSIDE ONLY." This means that our drivers are not responsible for transporting the shipment into specific locations such as your house, garage, front door, back yard, etc. The delivery will be left at the end of your driveway.
  Upon receiving your email, six days later, as the carrier was organizing the delivery, stating that your building required the use of a service elevator, we promptly informed you that our delivery service is curbside only. Despite our efforts to clarify the situation, you requested the order cancellation, which we regretfully explained was not possible as the item had already shipped and was en route to the delivery terminal.
  It is crucial to emphasize that the necessary arrangements, as instructed prior to delivery, were not made on your end. Your request for the freight carrier to deliver the table to your high-rise apartment without availing the white glove delivery service prompted a proposal from the carrier, which you declined due to associated fees.
  In light of the circumstances, we presented you with viable options: accepting curbside delivery without additional charges, paying the white glove fee for delivery to your high-rise apartment, or refusing the table with a 30% restocking fee along with full shipping charges. Regrettably, we did not receive a response from you before the carrier returned the table, given their policy of charging daily storage fees to hold your product until you made delivery arrangements.
  Upon your subsequent communication, expressing frustration and a desire to cancel the order, the table had already been returned. A refund was processed, deducting the 30% restocking fee and the shipping charges incurred.
  We understand that such situations can be challenging, and we regret any inconvenience caused. However, it is important to note that our company, Pool Warehouse, upholds ethical practices. The information provided, delivery instructions, and the options presented aimed to ensure a transparent and fair resolution.

  
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered custom pool cover. I filled out their shipping form to ship to our business address because its a heavy item and we could unload with a towmotor and inspect pallet on all sides , top and bottom. It arrived at WRONG ADDRESS. Pool Warehouse sent it to my home address so the semi truck driver and myself had to unload by hand on the side of the road . Installed pool cover the following week and it had a small hole in it. Called customer service they said they would get back to me. After approximately 2 weeks I called them back and nothing had been done. They said people had been on vacation and no one had got to it yet.They called back a couple days later and stated manufacturer's claimed they inspected and all was fine when it left factory. They asked me to check box for damage and I did find a small hole in bottom of box. Sent them pictures and final response was I didn't write any damage on shippers paperwork at time of delivery . If item had been shipped to correct address as requested we might have been able to see the hole in box. As a business owner that does a lot of shipping I understand unfortunately things like this sometimes happen. This could easily be resolved with a small repair kit but Pool Warehouse customer service is ZERO help and everything is my fault . To anyone reading this beware using this company. They are only concerned with you until the credit card sale is complete.

  

  Business response

  01/15/2024

  We sincerely apologize for any confusion surrounding your recent pool cover order, and we appreciate your patience as we address your concerns. We understand the importance of clear communication, especially during the holiday season. It is our company policy that all shipments are required to be sent to the billing address provided during the checkout process. Unfortunately, alternative shipping options are not available on our website. We acknowledge that this may have caused inconvenience and want to assure you that we are continually working to enhance our customer experience.
  Regarding the issue with your pool cover, the manufacturer does not provide a repair kit. However, in an effort to assist you, we are willing to send you a piece of mesh. Please be advised that you would need to find a suitable method to attach it on your own.
  Once again, we apologize for any inconvenience this situation may have caused and appreciate your understanding. If you have any further questions or concerns, please do not hesitate to reach out to our customer support team.

  Customer response

  01/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  

  Business response

  01/31/2024

  I am not sure how the customer is trying to allude that we are lying about an order that he placed online and had to physically type in the billing and shipping address.  That order confirmation was attached to the last response.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Pool Liner We ordered a pool liner from your company on June 4, 2023. When we received the liner, it was the incorrect size. This was in part, due to our error in filling out the worksheet. While completing the depth for the shallow-end, the cursor didn’t tab over and over-rode the entry. We were attempting to show the depth of 3’4”. Unfortunately, the cursor remained on the 3’ and changed it to a 4’. Our complaint is that when we originally filled out the online form, we indicated the shallow-end was between 3’4”-3’6”. We also submitted a diagram with all the pool dimensions. The issue is that we were never contacted by a representative from your company to confirm the pool’s dimensions, as your website indicated would happen. After we received the incorrect sized liner, we made multiple attempts with your company (emails, phone calls) to try to resolve the issue. Initially, I was told that they are too busy and NEVER look at the attachments. I was promised on several occasions that I would receive a return call but that never happened. Based on the lack of response, we had to order a new liner from another company. We still missed out on the pool season since we live in Ohio. We would like a refund of the monies for the pool liner. I hope this matter can be resolved and feel that we are entitled to a full refund based on the lack of follow-up as promised. We acknowledge the worksheet error that we completed but feel that if you would have followed your standard procedures (review the initial quote and reviewed the diagram we submitted) then this wouldn’t have occurred. We were initially, attempting to work with your company to get a replacement liner at cost but since we couldn’t get a call/email back to discuss this matter we had to move on. Sincerely, **** ***********

  

  Business response

  10/26/2023

  The customer must be confused.  There are 25 support entries on this customer's support ticket.  The customer spoke to multiple representatives regarding ordering their liner incorrectly.  We are happy to provide the support ticket providing all of the communication in writing between support and the customer.  Unfortunately, as already explained to the customer, the liner is built off on the signed liner drawing.  The signed drawing finalizing the customer's production file was ordered at 4', which is why it is not fitting. 

  Customer response

  11/07/2023

  The company never addressed the fact they didn’t follow their procedures? 

  

  Business response

  11/07/2023

  I think the confusion lies in what the customer is expecting to happen with the call about the liner dimensions. We look over the drawing, which in this case looks fine.  We do not go line by line and go over that with customers.  In order to receive that type of service, a local installer would need to be hired. The expectation from our end is once the customer sees the drawing, they will verify all of the dimensions look like what you have in your backyard.  There is no way for us to verify what you have onsite. 

   

• Initial Complaint

  08/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a range hood from Pool Warehouse on August 14th. On their website, the product states that it ships in 3-5 days. On my confirmation email, I was told that I could check the status from my account. I never made an account (checked out as a guest), so I emailed the support email asking how I could check the status given that I didn't have an account. They emailed back saying I could check it by logging in to my account. They clearly never even read my question and just sent a copied and pasted response. I ended up figuring out how to create an account myself and it stated that I had no orders. I reached out again to customer support and they told me that they did have record of my order and not to worry about it. 1 week after placing the order, I still had no tracking information or updates. Given that I paid close to $800 for this item, I wanted to be sure I was home when it arrived. I reached out again and they told me they reached out to the supplier and hadn't heard back (this was on August 22). I emailed again on August 28th asking for another update and received no response. I called on August 29th and they told me that they actually did hear back from the supplier on August 17th (5 days BEFORE they told me they weren't getting a response from the supplier). They again blamed the supplier and said that they were not providing any tracking information so they had nothing to give me. The customer service agent was rude and short with me and ended up hanging up on me after she said she'd forward the email from the supplier. Their website downright lies to customers and states that items will ship long before they actually do. For a company that is shipping such high cost items, they really need to get that figured out. Customer service is spotty (agent told me she was out of office which is why she never responds...why isn't someone else helping while she's out?) and they are unfriendly and unhelpful.

  

  Business response

  08/29/2023

  We are very sorry that the customer failed to create an account when they made their $748.00 order. Unfortunately, Pool Warehouse can not control how the customer checks out on the website, especially when they are obviously concerned about maintaining an eye on the order. The customer sent in a request on 8/16/23 at 11:15 am and was responded to at 3:39 letting them know we were working with the vendor to get them information regarding their order. On 8/17 at 11:32 the customer responded and said they don't know how they will receive updates and assumed no one read their request.  The customer was responding to their customer service ticket CT48672 for order 179568. We did reach out to the vendor who let us now that the order that we placed with them was accidently stuck in their spam, but they would get it processed.  On 8/22/23 at 10:12 am, the customer responded again and said they created an account and would like to keep an eye on their order.  Orders have to be linked to an account.  We do not have the ability to link an order after it is placed. The customer would only be getting updates to their support ticket as that was our only option. Another customer service rep responded at 11:03 am that we would email the updates as soon as the vendor provided those to us. We reached out again to the vendor.  The vendor let us know today,  8/29 that they would be shipping out the order and tracking would be active in 24-48 hours.  We are at the mercy of the vendor which was also explained to the customer.  We do not stock these parts and update the lead times as soon as we are given updates from any vendor.  Customer Service was never rude or unhelpful, they just were not able to provide the information the customer demanded when they were on the phone. Our customer service department was out of the office on 8/25, so there was no one in the office to follow up with the customer until we returned back to the office for this week.  Pool Warehouse has been transparent and upfront with the customer.  We apologize for the delay.  We apologize on behalf of the Vendor, but to accuse us of being untruthful is a blatant lie. We have tried to work with the vendor and the customer to provide all the information that we can in an appropriate timeframe. Each communication we received from the vendor was provided to the customer. Those can also be provided showing if needed. 

  Customer response

  08/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The timeline of events in this response is truthful but does leave out some interactions that add to the context.  The tone of this response is putting the blame on me (the website should direct people to create an account rather than allowing them to check out as a guest if that is the only way to track orders).  I have been the one checking in periodically because I do not get timely responses from customer service representatives.  Because of my persistence (since customer service reps haven't been reaching out to me when they receive a response) I have now been accused of having "demands".  I do not at all appreciate the way that this business treats their customers.  There is not one bit of empathy or desire to help.  Based on my interactions with this company and many other reviews I have read online, I would like to cancel my order for a full refund.  I will be ordering this elsewhere. 

  
  
  Sincerely,
  
  ****** ****

  

  Business response

  09/21/2023

  We have noticed that the customer's response expresses some beliefs or thoughts that seem different from reality.  When calling in and aggressively insist that information be provided that we do not have at them time, that is perceived as demanding.  Normal update request exchanges can be an uncomfortable conversation when things are not going as planned, but that does not mean that the interaction has to be unpleasant for either party. The refund was HAPPILY provided to the customer. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered original pool kit on May 3 for $27,469. This included a slide. Has multiple issues with delivery over the course of the next month. On 6/19, I get notified about a Pool slide shortage. I was told I could order a cheaper option that would make it to my house this season. I decided to accept this option. ON 8/6 I noticed that I had yet to receive a refund. I called. On 8/14 I received a refund for less than what the new slide cost. I called again but this time was told that I got a bundle price for the original and sense I canceled and reordered I no longer qualified for the bundle price. The pool I ordered in May came damaged and was missing a ton of components. I have called Pool Warehouse over 100 times in the last 3 months. I had to cancel several contractors or delay there start due to delivery issues or missing items. I have asked to talk to someone higher up and was told I could not and I could not get a timely answer due to staffing shortages. This is insane.

  

  Business response

  08/20/2023

  We are sorry you are experiencing difficulty receiving in your pool kit.  On the Pool kit ordered, the Typhoon slide purchased was $3,600.00.  The customer was refunded the full $3,600.00 that they paid for the original slide. They upgraded from the Typhoon to the Tidal Wave, which does cost more than the Typhoon.  We did issue a full refund for the slide that was out of stock, so the customer had the option to upgrade and purchase the Tidal Wave, or they could choose to purchase from another source. 

   

• Initial Complaint

  08/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased an in ground pool kit from them in May 2023. We paid over $15,000 for the pool kit which included a heater. We scheduled delivery for the heater. The delivery service came outside of our agreed time. We did not sign for the heater. It ended up being damaged. Dropped on it head. We filled out the forms for PW for a claim, took pictures, etc. within the timeframe. They denied the claim. We cannot find out what the next step is. If we can appeal. If we submit new evidence, can they re-open the claim. They are not helping us AT ALL. We have followed all of their instructions. The shipping company R&L says they are in a confidential contract with PW to account for these things and that PW should be handling the claim. We paid just under $2,000 for a busted heater. This would not be acceptable ANYwhere else. We just want a new heater. They can have the damaged one. There are natural gas components and ceramic plates on the inside. If we open it, it voids the warranty. If we accept a new cover and there is more damage, we will have relinquished our "rights" because we accepted a new cover and are out of luck. We don't know where to go from here.

  

  Business response

  08/13/2023

  The customer service rep is actively working with the vendor and R&L.  Unfortunatley, we are also at their mercy since the freight was not signed for as damaged.  We will need you to be patient as we get this worked out with them. 

*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. ↩