ComplaintsforThe Pool Supplies Superstore

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased solar heater panels from them and we opened the box realized that they were the same kind we have had prior which are poor quality and do not hold up. They were not used and we put them back in the original box as their policy stated and sent back *** at out cost for shipping which was $60. Then I get told they are not refunding my money because they were used. I called them and explained that we did not use them we just took them out of the box. This company needs to refund my money as they have the panels and I do not want them cheap things back!

  Business response

  07/09/2024

  Hello,

  Please see the attached return policy as it is detailed on our website. The item was returned in a condition that was not new/unopened and was not considered to even be resalable. So as the attached warranty the customer was contacted and instructed no credit would be due.  A dispute was even entered with the payment processor on this order who had found the decision in our favor.  However, as a courtesy in this situation we have gone ahead and processed a refund back to the payment processor, Affirm minus a 20% restocking fee. 

  Customer response

  07/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. However, we returned the item as stated by their representative that I spoke to on the phone and paid for the item to be returned which I did.  We did everything as stated and then they turn around and stab their customers in the back! We will not be ordering from this company and I hope that you will let others know about them.  Thank you for your help.

  
  
  Regards,
  
  *************************

  
  

• Initial Complaint

  09/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a new pump and an install kit from the Pool Supplies Superstore for a total order of $453. The install kit ($25) arrived too late to use. I had already had the pump installed and had to buy another install kit. When I called to return the $25 kit, two people with your company told me it was impossible to return the unused kit for a refund. I am disputing this claim, and want to be refunded the $25. I spent $453 and your company won't make it right. Very poor customer service!! Does not make sense to me.

  Business response

  09/28/2023

   We have reached out to the Consumer to resolve their complaint and per their request a credit has been issued back to the card used to complete the purchase.
  I would like to point out the fact that the information provided to the Consumer was correct per our return policy, as it reads on our website from which the purchase was made,

  To return any merchandise, place it in its original carton along with your contact information, order number if available, and the reason for the return. Send to:******** ************** **************************************************************************. All returns must be pre-paid and insured. If you have any questions, please contact our ************* Team at: CustomerService@*********************************** delivery on any shipment that is not damaged will result in shipping and restocking fees. These will be deducted from the refund amount. We must be notified of any problem with your shipment within 24 hours of delivery. Custom items are made to your specifications and therefore cannot be returned unless there is damage or a defect, in which case we will provide a replacement of the item ordered. Note: Excluded items are opened/installed pool liners, opened paint or chemicals, dive boards, drilled reel systems, pool lifts, furniture,cushions, discounted returns, *************** products, and ALL custom orders. All replacement parts with a value of $40 or under are non-returnable and non-refundable. Any replacement part returned past 30 days from the date of purchase will be disposed of and no credit will be given.

  Customer response

  09/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  03/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Complaint about Doheny's Pool Supply Price Match Guarantee being misrepresented. I found the Hayward 140k heat pump for $200 less on a competitor site. After 3 phone calls and a customer service contact, I was eventually told they would not honor it. They said because the competitor could not ship ASAP (by the way it is March 2023 in ************), they would not match it. I asked, "Are you sure? Your price match guarantee does not list exceptions. I am a returning customer and they let me go for $200 less profit on a $4800 pool heater. I viewed it as a waste of my time and false advertising. Take their item model numbers, search in ******* click Shopping, and find your better price. Don't bother with the headache of seeking their price match guarantee. The first guy told me he couldn't find the competitor's price - I sent him the link. After staring him in the face, he referred me to another guy just to say, "No." List your disclaimers with your ad.

  Business response

  04/04/2023

  Hello,

  I certainly apologize, that this was not explained properly.  To price match any product, the product must not be MAP priced item.  Hayward sets contractual pricing on their products that does not allow us to sell the product below.  The competitor listing this product below that pricing is actually in violation of Haywards terms.  Also, it is correct that we are only capable of price matching in stock and available products at both our inventory level and the competitors we cannot price match items that are not in stock or on back order.  

  Customer response

  04/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do not and cannot possibly understand the various manufacturers policies with their sales partners. My complaint is largely about your advertising. It listed no exceptions or disclaimers and I believe it should. Additionally, when I spoke to three separate employees in your company, they never stated this rationale. Instead, one man argued that the competitors price was the same. After some time of debating it, I had to send him the link. The other two employees based their denial on the competitor not having the item in stock. But again, your advertising does not this exception or the one you are providing now.  In fact your reason suggests a competitors price cannot be different due to the manufacturers policy which negates the entire basis of your advertisement. 
  
  Regards,
  
  *********************

  Business response

  04/10/2023

  Hello,

  I do apologize for any confusion; the website does explain the *** pricing and exclusions under our FAQ page. 

  Customer response

  04/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  02/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have purchased this product for years, over *********************************** Dec. 2020 and then we had pool issues. We recently had the pool replastered, tiled and new plumbing. So, I ordered another box via Amazon. My first order was canceled, I called Amazon and was advised that they would email the vendor to advise them to not cancel my order and to order again, I did so and again my order was canceled. I called Amazon again and we found that they are refusing to sell to me because of a supposed chargeback in April of 2019 (remember I purchased in December, 2020) so, it took them over a year and 1/2 to put this on my account. They said the chargeback was caused by my claiming that I had not received the item when I had signed for it. I asked for proof of my signature or an image of it in front of my home and they could not provide because their ********* delivery history does not go back that far. Amazon rep. investigated my purchase history and found no information from the vendor regarding this incident. I had a conference call with Amazon and the vendor and even though I was a great customer (purchased over 10 times), had no proof of my signature or delivery, and the fact that even though they show I signed for it, still refunded me back in 2019 (Who does that?), refuse to sell to me any longer. If I claimed that I didn't get it, I DIDN'T GET THE ***** I have been a Amazon Prime member for years and there is no history of my making this claim on a routine basis. If this is the type of policy they have I would be very tentative when considering purchasing from them as the obviously do not value good customers.

  Business response

  02/20/2023

  Hello,

  All pertinent information was provided to Amazon as well as the Customer at the time the dispute was initiated. The signature was provided at this time, the Customer has also been advised previously that we would not allow future orders to be placed. 

  Customer response

  03/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am still concerned about the practices of this business. They refuse to conduct business with me based upon the conjecture that they say I said that I did not receive the package and they say I signed for the package and yet they cannot offer any proof of this action. Adding to this dubious action is the fact that they refunded me the money when they say I signed for the package, who does that?

  
  Regards,
  
  *******************

• Initial Complaint

  08/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased pool liner from pool supplies superstore in April. The item was back ordered and delivered past install. They would not cancel the order. The order was delivered to the wrong address in my neighborhood. I orginally disputed, but found package. I paid FEd $113.35 to ship it back to pool supplies. I have attached confirmation that the package was delivered and received on 7/19/22. The refund has never been issued. The original price was ******, They reported a restocking fee and my refund of ****** would appear. It has not. Paypay, pool supplies, and Discover all report each other responsibilities. HOWEVER, POOL SUPPLIES HAS THE ***** AND MY MONEY. I want a FULL REFUND. I have faxed, emailed, messaged, called and spend weeks getting the paper to each entity with no resolution.

  Business response

  09/09/2022

  Hello,

  I do apologize that we were not capable of canceling your order prior to it shipping from it's back order status.  I do see that the liner was returned as of July 21st and we have been attempting to issue credits via PayPal in the time since the item was returned.  However, as there was a dispute open in regards to the charges on this order, PayPal will not physically allow us to issue the credit back to you in this instance. I attempted personally to issue the credit and received the following response from PayPal, "Cannot issue refund on this transaction as buyer has already filed a  
  chargeback on it. ". In order to rectify this situation, I do believe you will need to contact PayPal in regards to the dispute you had initiated.                                                     

  Customer response

  09/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have contacted PayPal 4 times and they say you havent processed the refund. Its not my job to be th go between . I have sent all the communication to each party. I just want a refund, as you fraudulently have the item and my payment!. Please process my refund. 
  
  Regards,
  
  *****************************

  Business response

  09/22/2022

  Hello,

  As I stated in my original response, we were not capable of issuing the refund through PayPal.  I reached out to the person who represents our company through PayPal and they had to have PayPal support manually issue a refund as we were not capable.  PayPal stated they have issued the refund back to you for this order in full. 

• Initial Complaint

  07/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pool liner from this company in April. When the liner arrived it had 2 holes in it. I requested a refund and was asked to provide pictures , which I did, did not receive a timely response or answer to phone calls. Then was asked to cut a piece of the liner and mail in it and my own expense , which I did. I still received no response to the sample I mailed, emails , or phone calls. This has gone on for 3 months now with no resolution or even any communication after jumping through each different hoop they asked me to jump through. I included the photos I took of the piece of the liner I was asked to cut out. I also have saved the emails.

  Business response

  07/12/2022

  Hello,

  I apologize for the defective merchandise you received, I do however show a record of outgoing and incoming response and correspondence between our company and yourself.  A credit was issued back to the card that was used to purchase the order originally as of yesterday 07/11/2022.Please note it typically takes 72 business hours for the bank to process the refund and for it to be visible on your cards statement.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2020 I purchased a rectangular solar pool cover from Pool Supply Superstore. It was SKU ******* (comparable to the **** series at Doheneys) and identified as "extra-heavy series" with a 7 year warranty. I used the cover at the end of 2020 and for much of the 2021 summer. By the end of 2021 the cover began to disintegrate; the air bubbles/pockets starting coming apart, littering the pool (and filters) with blue dots. This year, the cover is completely unusable, having continued to fall apart. I contacted Pool Supply Superstore and they directed me to their warranty affiliate - DEI Warranty. I tried to call DEI but no call back. I used their on-line service and sent in an explanation along with pictures. I received what looks like a form letter, denying my claim/request, telling me the deterioration and bubble failure is not a manufacturing defect. The message said I should maintain proper chemical balance (which I do through a weekly service) and roll up the cover (which I do). I followed up with DEI and have received no response. I also contacted customer service at Pool ********************************************* with the correspondence I received from DEI; no response from Pool Supply. My issues with Pool Supply Superstore are the misleading description of the product (heavy duty, 7 year warranty), the denial from their affiliate DEI Warranty for an obviously defective product, and their lack of response to my follow-up. This is a poor product that Pool Supply Superstore doesn't seem willing to back up.

  Business response

  06/30/2022

  Thank you for bringing this to our attention, we are reaching out with resolution to your warranty and next steps to receive a cover as a courtesy.  You were instructed correct originally, the bubbles are not covered under warranty and this is also stated on the warranty card that was received with your cover.

  Customer response

  07/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for forwarding the response from the business.  The response states they are "reaching out" to me to resolve the issue with my solar cover.   This is now a week later and I have heard nothing from the company - no call, no email, no correspondence.  So, it is not so much that I "reject" their response; I have just heard nothing more from them.

   
  
  Regards,
  
  *********************

  Business response

  07/15/2022

  Hello,

  I apologize but it appears the phone number provided on your order that we were attempting to reach you at differs from the phone number provided in the information forwarded in this complaint.  We will attempt to reach you at the number listed here.

• Initial Complaint

  06/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 18 foot swimming pool liner with a 15 year warranty from this online store last year. My kids And I were going to drain the pool but the liner is ripped in several places above the waterline in what look like perforated lines or some sort. Anyways, I've been calling the store several times for a couple of months now and keep being told that I have to call their warranty phone number. No one ever answers the phones and after leaving many many messages, no one has ever called me back. I don't know if this is some sort of scheme or what but it is not right. How do I get help on this? The store says there is nothing they can do as they only sell the merchandise, the warranty company takes care of the warranty.

  Business response

  06/13/2022

  Hello,

                          
  I apologize to hear the issues you have experienced with this product. Please be advised that you were informed correctly, and after 30 days all warranty claims are processed through the manufacturer.  *********** does hold a 30 day satisfaction guarantee on products, and after this period only the manufacturer's warranty is applicable.  The warranty for this product is upheld by the manufacturer, Slimline.  I will also contact them on your behalf expressing your inability to reach someone so they may contact you in regards to warranty instructions and next steps.  I just would like to confirm that you are contacting them at  ************ www.swimline.com. 

• Initial Complaint

  03/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Good afternoon, I have purchased a liner from this company on 2/24/22. I had it professionally installed on 3/9/22 followed by a water fill. Once we had about ***** gallons of water in the pool the bottom of the liner started to leak and get worst. Our professional installed advised that this was caused by a weak seam in the line. I would like a replacement line or a refund for the faulty liner.

  Business response

  03/29/2022

  Hello,
  There is a warranty for this product that covers the defect that you are describing.  The manufacturer for this product holds the warranty, typically the warranty once approved is for replacement only.  In order to start the warranty process for this item, you would need to contact the manufacturer Swimline at  (631) 254-2155or at www.swimline.com. They will typically request pictures of the defect to be forwarded and a copy of your invoice. 

• Initial Complaint

  12/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a hot tub cover picture shows a beige weatherproof cover that was worth ***** I have the screenshot off site they sent me more or less a tarp which I could of bought for ****************************************************************************************************** so I paid like a 116 altogether and just today another 23 dollars to return it I would like not only my money refunded I want reimbursement for the return also I have a screenshot of their return policy also

  Business response

  12/23/2021

  I apologize to hear that you were not satisfied with the quality of this product, in the time since this complaint has been submitted we have been in reach and did attempt to issue a prepaid shipping label back for the return of this item.  It was then we were informed that you had already shipped the product back on your own.  Once the item is retuned and inspected a credit will be issued back to the card that you had used to place the original order.  Please allow approximately 72 business hours for that credit to appear on your cards statement after the time of issue.

*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. ↩