ComplaintsforPool Warehouse, LLC

• Initial Complaint

  08/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a pool stair face plate kit on June 6, 2023 for a job I was working on. On 6-14 I sent a follow up email because I hadn’t gotten any shipping date. No response. I sent follow up emails on June 20th and 27th. They were also ignored. Left several voicemails. No response. I ordered the parts somewhere else because I had no confidence that Pool Warehouse was going to deliver the order, and I had a job on hold waiting for these parts. Finally on July 19, 2023 I sent an email and told them they had lost a customer, and to just give me my money back. Again I got no response. I finally disputed the charges at my bank because I had been charged $245 and not received any merchandise. As soon as I dispute the charges the product magically gets shipped. August 5th, two months after order I finally received the order. I now have parts I don’t need for a job that is already done. Do not to business with this company. They will ignore all calls and emails and only deliver the product when you dispute the charges at your bank.

  

  Business response

  08/13/2023

  We are sorry that you did not receive your product in time. 

  We went back through our phone logs and only see that we received one voicemail from the customer on June 16 at 10:24 am, but the only thing it said is "I think they just shut me out".  There was not a name or message on the voicemail for a return call. You were sent a message on June 21 at 11:43 am from *****, your account manager, that stated your order had shipped, and was scheduled for delivery on June 27th.  The customer replied to that email saying they had been trying to reach us for weeks and wanted to refund.  We replied to that same email telling the customer they should expect delivery that same day.  We did not hear back at all that it was not delivered. We only found it did not deliver because UPS returned it as a "Lost package" on August 1st.  We researched who it was for and reshipped it on Fedex on August 3rd, delivered to the customer on August 5th. 

  The customer is welcome to return the product for a refund. 

   

   

• Initial Complaint

  08/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Part was in stock promised 5-10 days it took over 3 weeks to get the wrong part! We ordered a simple part from Pool Warehouse-and received the wrong part. They sent us a double order of the wrong part. We have not been able to return these parts for a refund. I took pictures of the wrong part as they requested by email and requested the correct part or my money back and have not received a response or a return label for a refund. They never answer their phones, it takes them forever to respond to an email or never respond, it’s been over 14 days since the pictures have been sent. Horrible service! We just want a refund! And some type of customer service!!

  

  Business response

  08/08/2023

  The customer ordered step faceplate caps.  The product  ordered is the product that was sent.  The description clearly states this will only fit Hydra Pools polymer steps, and Hydra Pools only makes one universal size of these caps.  Now, the size the customer needs, as shown in the pictures that they provided, is not the size that we carry.  We will be happy to take these back for a refund to the customer.  The customer will need to return them in order to receive a refund. 

   

  Customer response

  09/05/2023

  This case should be still open.paid and sent items back certified with pictures.it was signed for at front desk many days ago and still no return as promised.

  

  Business response

  09/21/2023

  The customer did send the product back, but returned it to the wrong address.  The product was finally received and the refund has been issued. 

  Transaction confirmation for the customer is 6953054449036196304046. 

   

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date Ordered: 07/03/2023, Received: 07/10/2023 Paid: $15.00 plus shipping ($16.15) Order #: 172773, Val-Pak Hayward Brass Sleeve Nut (#V60-110) I ordered a pool filter assembly part (filter bracket nut) online from PoolWarehouse.com, which came from Pool Warehouse in Athens, TN. I saw what looked like the exact part I needed on their web site at one point, but I thought about it a few days & before I could actually order it, the price jumped from $15 to over $70! I found a similar part on their web site that looked like it could be an adequate replacement that was advertised as $15 sold in "Packaging Quantity: 10/Bag", but it did not give any specifications about outer wrench size of the nut head or the inner threaded shaft diameter, but I decided to give it a try rather than pay the jacked up price for the original part I needed. I received the part in about a week, but there was only 1 nut instead of the 10 that were advertised on the web site. I cut open the plastic bag it came in to try it out, but the inner shaft was way bigger than the bolt end of my existing filter clamp bracket. I then looked closely at the return policy & was disappointed to see that regardless of anything I would be subject to a 20-30% restocking fee, but I sent the company an email to begin the return process & receive a Return Merchandise Authorization (RMA) as instructed, the 1st of many hoops the company makes you jump through, to begin the return process. I then received a response email from the company restating the return policy & highlighting the 20-30% restocking fee as well as posing several questions all of which could potentially disqualify any return. The fact that I already opened the plastic bag it came in to see if this solid metal part even fit apparently disqualified me from being eligible to return the part (even for only 70% of what I paid). Even contesting the fact I only got 1 instead of 10, I would still lose more than the cost I thought I was paying for 1.

  

  Business response

  08/13/2023

  The customer called in and spoke with his account rep, *******, who explained to him on the phone that we would gladly waive the restocking fee and get the bolt back so the customer could be refunded the $15.00 they paid. She let him know that to ignore the section in the standard email regarding the restocking fee as it would be waived.  The customer ignored the phone call they had, and replied to email appalled that he would be charged (for a product that he opened and tried to use) a restocking fee.  ******* tried to call him back, but he told her she had the wrong number, not to call back.  Please keep in mind the original conversation was lengthy, so his voice was automatically recognized. Our phone system is digital, so we went back to the recording, and we did call back the correct number.  We then followed up with another email that we said we were trying to help and we would appreciate the customer clarifing any questions or concerns before they wrote absurd reviews filled with false information and inappropriate statement that are not only false, but are seen as defamation. We are still willing to help the customer by issuing a refund for the $15.00 they paid for the bolt.  The $16.50 the customer paid for shipping that they alluded was only for the bolt, was not only for the bolt, but also for the Pentair PP3011 pump overhaul kit as well. The customer was also informed that they can communicate to us in writing since they have a hard time keeping communication accurate. This prevents any miscommunication and also gives Pool Warehouse black and white record for any legalities that could occur.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a part for my pool heater from their website. Upon getting the part I realized I ordered the wrong part. I immediately started the return process. Per their email, I needed to send pictures and answer the questionnaire. I did that. Per their email, they said "I will send this picture to the returns team for approval. Once approved, I will send you the address as well as the Return Authorization Number which will need to be written on a separate piece of paper or label and taped to the box. DO NOT WRITE ON THE BOX, if the box has any writing on the return will denied. Once the item is shipped we will need you to send us the tracking number. Once it has arrived at the warehouse the refund will be issued." I have never received word of approval nor a return authorization number. I have sent 3 emails over the past month asking for status to keep the ball rolling on this return and have heard nothing back. I have now reached out via phone and facebook to see if the company will help me and I haven't heard back from either source. I would like to return this product and receive a refund.

  

  Business response

  08/13/2023

  We apologize you did not receive the email on July 28th regarding your return.  We have now re-emailed the RMA so that the product can be returned and you can receive a refund. 

  Thank you.

  

  Business response

  08/28/2023

  By all means, you are welcome to do a dispute with your card carrier.  As they open the claim and investigate, they will pair it up with the credit already issued and close the claim. 

  Customer response

  08/28/2023

  
  Better Business Bureau:
  
  I have received the credit that was due to me on 8/22/23. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We recently ordered a replacement liner for our pool through Pool Warehouse. It came and as we were installing it we noticed a tear in the back of the stairs where the stair tabs are welded on. Open a warranty claim with them. Took 3 weeks to get an answer. They said they won't cover it because it looks like we cut/dragged/tore it during installation. Spent $3100 for them to no warranty it and not care. Garabge company. Customer service is horrible and more than likely will not return your calls or emails. Stay away.

  

  Business response

  07/17/2023

  Please review the photos provided. The warranty for the liner is not held by Pool Warehouse.  The warranty is held by the manufacturer, Hydra Pools.  They are the ones that reviewed the photos.  The warranty on the liner is for their workmanship which is seam failures & bead failures.  This liner had neither of these.  They do not cover installation errors, therefore this is not covered under their warranty.  

  Customer response

  07/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: this is on a seam. Where the stairs tabs are welded onto the liner, this tear has occurred. The stair tabs during packing/shipping caused this tear in the liner. Installation did not.
  
  Sincerely,
  
  ******* ********

  

  Business response

  07/18/2023

  The liner is gone through a QC process that requires the seams inspected.  The liner is also fan folded into the box, so the tear would not have happened in packaging or shipping. 

• Initial Complaint

  07/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered the above key pad order #172725. I immediately realized I ordered the wrong part so I called and emailed Poolwarehouse Support to Cancel my order. I was told on automated response to leave my number and someone would get right back to me. I called again and nobody to talk to, no cancel my order button…nothing. I finally got thru 2 days later and ******* Fr customer support said “ she was sure I would get a refund”…after all box was not opened or touched …and well within 30 days. I filled out refund info. and was told they would be back with shipping information. 2 days later get Email saying “refund denied because the item already shipped”. It’s their fault it was shipped. I tried to Cancel within 5 mins of placing the order. Support didn’t respond for days.

  

  Business response

  07/16/2023

  We apologize for the miscommunication.  Please return the unopened product and we will issue a refund.

  Customer response

  07/19/2023

  The business has still not told me where to return the product. What address do I send the product to for address? I emailed their Support and never got any answer.

   

  

  Business response

  07/21/2023

  You can return it to Pool Warehouse,

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Poolwarehouse sent the wrong items (ordered pool pump costing over $350 and sent a impeller costing less than $30). Waited over 10 days for replacement that never came. Item arrived 5 days after I purchased elsewhere. Customer service said full I refund would be received in 5 business days. After 5 business days I reached out and was told it was processed the previous evening. 5 more days have passed and the credit has not hit my credit card.

  

  Business response

  07/12/2023

  As given to you on July 6, 2023 as well as on the phone call with you on July 7, 2023, the refund confirmation is listed Again below:

  Card Credit
  
  371.20 USD 

  If you have questions as to when it will be on your card, you will need call Amex, and give them the refund transaction ID# provided to you.  We, again, do not have access to your account information with your card. 

  Thank you.

  Customer response

  07/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:  since the 27th of June,  not counting the 27th, is 10 days...not 8.  They seem not to understand their own info.  Their email on the 7th states another 5-7 days.  They are playing games with peoples money and is clearly a scam of some sort. 
  

  If they are contending the 27th email, I am formally stating the refund has not be received in the stated 10 days.  

  Please send over their next contention so I can prove them wrong again.

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

  

  Business response

  07/13/2023

  This customer is obviously confused.  The screenshot from the email (this is the screenshot from our CRM) as well as the screenshot that THE CUSTOMER provided earlier BOTH state the refund would be processed in 7-10 business days. The Email from the 7th says allow 5-7 days "DEPENDING ON YOUR CARD ISSUER" for the funds to be put back on your account.  That screenshot is also provided. We do not dictate how long a card processor takes to put these refunds back on their cardholders accounts, nor are we going to keep up with that information.  This is why we provided the Transaction ID for the refund so the card hold can find exactly where it is on the card processor's side.  Once it leaves our account, we do not have any further access to the refund information. 

  We are happy to do this simple math to calculate business days for the customer.  

  Tuesday, June 27th is the date we emailed and said the refund would be processed in 7-10 business days from Pool Warehouse.  We will count that as day 1. Wednesday the 28th is day 2, Thursday the 29th is day 3, Friday the 30th is day 4, Monday the 3rd is day 5, Tuesday the 4th is day 6, Wednesday the 5th is day 7, and Thursday, July 6th was day 8.  Again, we said 7-10 business days for the refund to process.   Not counting the 27th, it was only 7 days.  I believe the latest comment from the customer was "since the 27th of June,  not counting the 27th, is 10 days...not 8".  That specific statement would make it 7 days, and not actually 8. Hopefully this clarifies math for the timeframe as business days are actually Monday, Tuesday, Wednesday, Thursday, and Friday.  I believe the customer's additional confusion is they made the assumption that the refund would be back on their card in 7-10 business days.  That timeframe is for the process to issue the refund to the customer card.  Once the refund is issued, again, we don't control that, we send an additional email that says it has been issued, the transaction ID is provided, and please allow 5-7 days for it to seen on the cardholders account.  This avoids impatient customers calling everyday until they see it hit their card. Again, we can't see it once it leaves, so we are not able to provide any additional support. 

  At this point, the cardholder will need to discuss where the refund is in the system with their card company.  Which has also been explained on multiple occasions.

   

   

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I unawarely agreed to being responsible for unloading pool table from delivery truck. This is the dealbreaker, the reason I want to return it. I even called and left a voicemail about the delivery process the day after I bought it because I still had questions. The same way they could have took the time to return my message is the same way I could have took time to do extensive research about the ends and outs of their company’s policy. Food for thought. I should have refused it when I saw the one and only delivery person struggling to take it off the truck. I was optimistic and told myself I would get it up to my condo somehow. After calling some friends to help, I opened one of the boxes to see if I could disassemble the table top piece for better transfer. Since it could not be disassembled, I was unable to transfer into my home. I taped it back up and decided a return is necessary. I called customer service to see about returns. I explained why I opened 1 of the 2 boxes and that it’s is still in brand new condition. The Manager of Pool Table Dept said two things to me: because I opened the box and it’s a pool game table, per the return policy I am unable to return. She said I agreed to these terms when I made the purchase by clicking “I agree”. I told her I would have had a better understanding of the delivery and refund process if they had sent me a copy of what I agreed to like most companies do when purchasing a product such as this. She said the company doesn’t need to send a Terms and Conditions document because it’s available on the company’s website. What I am arguing for with the return is that it’s in brand new condition and needs to be repackaged and restocked. The worst part is the that the shipping details were sent 3 days after purchase. That alone should qualify my refund. I am doing my best to be on top of it. I wish they could just pick it up and charge me the restocking fee. Isn’t that a better solution?

  

  Business response

  07/21/2023

  We apologize that you are not able to use the table that was purchased.  Before the table is even put into your cart, it clearly states these table are LTL CURBSIDE DELIVERY.  Pictures showing this are attached. 

  Pictures of the box are also attached.  We can not sell this product as a New unit because it has been opened.  We are very upfront and honest with customers. We are sorry you did not fully understand what you are purchasing, but we are not able to return the table. 

  

  Business response

  07/21/2023

  Please see attached pictures

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a motor for a pool pump on 6/1/23, that I ordered. It does not fit our pump. I have called and emailed several times and still have not received return authorization . $200 Terrible customer service!!

  

  Business response

  07/03/2023

  We apologize that the product you ordered was not what you needed. Return authorization was provided to return the pump. 

  The product will need to be returned before a refund will be issued.

   

  

  Business response

  07/05/2023

  The last communication from the customer stated, "I sent it on Friday . I am at work and don’t have tracking number with me. I will send it later". 

  We did not receive anything after that.  Please send over the tracking number so that we can research. 

  Customer response

  07/07/2023

  Tracking from UPS said Bill received it on Monday 6/26/23.  There communication told me that I would receive refund 1-7 days after they received it and I have not.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a pool from pool warehouse on May 4th. The pool was delivered promptly within a couple weeks except for 2 skimmers and 2 bottom drains. We have worked around those part shortages but now to move forward we need those parts. Multiple attempts to contact anyone from the company have proved fruitless. Multiple emails also with no response. I need someone to respond to my requests and get those parts out to me. It surely doesn't take over a month to ship 2 skimmers and 2 bottom drains. I need some actual customer service!

  

  Business response

  06/21/2023

  Hi!  We apologize that the manufacturer was out of stock of the two items at the time the pool kit shipped.  The product did come back in stock, and has been shipped out Via FEDEX GROUND on BOL ************ and shows it was delivered.  Please let us know if there is anything else that we could help with on your pool build. 

  Customer response

  06/21/2023

  
  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. But for the future a quick informative update would've prevented all of this. Instead of silence for over 2wks.
  
  Sincerely,
  
  ******* ****

*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. ↩