PoolWarehouse.com Avis 

Quick delivery.

ordered filter ...came missing parts , not as pictured
no help from customer service , just the run around

Everything from Pool Warehouse was great except the shipping and shipping communication process. During ordering, the salesperson was extremely knowledgeable, patient, offered suggestions/ideas from her experience, and was very personable and professional. She double-checked to make sure that my installer would receive my order. But the delivery service has not been the greatest. They called 3 minutes before showing up, instead of the "hour" they told me. And when I received emails saying, “Your order has been shipped,” I couldn't see what the item was, and the link that says "track order" took me to a site that said the tracking number didn't exist. I tried creating an acct., but the same message/result. I am going to gather that their delivery service is a 3rd party...If I were the Pool Warehouse Logistics/Shipping Supervisor, I would either contact them to let them know this faulty process is undermining The Pool Warehouse's integrity or hire a different delivery company. And if the tracking site was malfunctioning, there should have been communication on that issue. For the amount of money I spent, I should have received better delivery communication and service.

The team at Pool Warehouse really cares about the customer and meeting your needs, not just making a sale. The team went above and beyond to take care of me under a tight business-critical deadline.

Received package, but found 2 of the filters cracked. Because there isn’t time to return these, and they seem to be useable, I’m keeping them for now.

THIS COMPANY SHIPPED US A DEFECTIVE SPA PACK WAS REMISS IN RESPONSING TIMELY, SO WE ORDERED ANOTHER PACK FROM THEM WHICH WAS INSTALLED AND WORKING GREAT. THEY REFUSED TO SEND US A RETURN LABEL, WE PAID $96 TO SHIP IT BACK TO THEM AND THEY HAVE NOT REFUNDED OUR $507.50. TRACKING NUMBER 9534614713856255108210

Overall easy process and quick delivery

Quick delivery received what ordered

I received the parts faster than most other suppliers and was able to get everything up and running right away.

Smooth delivery -- packing protected the bar during shipment. Assembly was similar to an IKEA project.

We decided to take on our first DIY in-ground pool project, and honestly, we were pretty excited about it. We spent a lot of time choosing the options and features we wanted, placed the order, paid the “large amount of money”, and then the waiting game began.

And waited.

And waited some more.

We contacted the company for an update and were told the pool would ship the following Monday. Monday came and went… no shipment. We called again and were told Wednesday. Wednesday came and went… still no shipment. Then we were told it would ship by the end of the week.

Spoiler alert: it didn’t.

At that point, we started receiving conflicting explanations about why the order hadn’t shipped, and the delays continued. Ultimately, it took approximately another week beyond the previous estimates before everything finally arrived.

Once we finally had the pool, though, it was time to get to work. And this is where things actually went surprisingly well!

The installation instructions and plans could have been a little clearer, but apparently I’ve been unknowingly training my entire life for this moment. I went full ultimate IKEA furniture installer mode.

Piece by piece, we got everything assembled, installed, and running. Seeing that pool actually come together after all the waiting was a pretty awesome feeling.

Unfortunately, our excitement was short-lived.

About a day and a half after getting everything up and running, the pool pump began leaking a significant amount of water from the bottom of the pump.

We immediately contacted the company to start a warranty claim. We had to answer a series of questions about the issue so they could determine whether the pump would qualify for warranty coverage.

And now… we’re waiting again.

It’s been about a week, and we’re still waiting to find out whether the manufacturer will warranty a pool pump that was purchased new and operated for less than 48 hours.

In the meantime, without a functioning pump and filtration system, the pool water has gone from “brand-new sparkling pool” to “someone might want to check for frogs” pretty quickly.

We’re still hopeful that the issue will be resolved and that we’ll be able to get back to enjoying the pool soon. We wanted to share our experience because DIY projects always look a lot easier when you’re watching someone else do them on YouTube.

To be continued…

Hopefully the next update is about swimming instead of warranty claims!

Return process is prohibitively expensive. It’s cheaper to resell.

Great product - quick shipping - thank you.

1st and last time I will ever order from this company and as an Auditor I will encourage others to stay clear. Ships in 1 to 2 business days doesn't happen, forget tracking your part because you cant without calling and waiting on hold for several minutes just to be told a different answer each time. Two weeks later part still has not arrived.

Dustin was a great help i had a little hiccup with my card took a few hrs to fixture but he was very helpful.

Extremely helpful
Very efficient

Our Sales Rep Baily T has been excellent to work with. As a homeowner DIY Automatic Pool Cover install, I came with alot of questions. Bailey answered them all and we succesfully installed the hardware. It looks and works fantastic and makes opening and closing the pool straight forward.

I called Pool Warehouse regarding our current order and was lucky enough to be helped by Sydney. She was incredibly helpful and polite. I feel more comfortable with our order and the multiple shipments. Thank you!

It has been a Pleasure Working With Chelsey in customer service..! Got started with Poolwarehouse on a Manufacturing situation which delayed our Shipment..! We absolutely love our New Pool and had a Few Missing Parts but with Chelsey taking care of the Situation we got everything handled in a Timely Matter..! Chelsey’s professional Actions and Super Friendly Attitude has made our Pool Experience well worth it..! Thank You Chelsey.!!

Their website does not show shipping charges until after you make the purchase and there is no way to cancel the order online. I had to send an email asking to cancel the order, but they don’t check emails so they shipped the item then responded to me 3 days later that they could not cancel the order because the item had shipped. My subsequent emails were ignored. Terrible service.