PoolWarehouse.com Avis 

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.

It has been over 2 weeks since I ordered, and no one could tell me anything on the order till they called another company who the order was being sent through. Then I find out the order has still not shipped in 2 weeks. I will never use your company again.

I am incredibly frustrated with the experience we have had at PoolWarehouse. We ordered a pool kit July 1st, 2026 but the entire project is completely stalled because we STILL (August 31st 2026) have not received the pool coping that goes around the perimeter. You can not finish the pool installation without it, and our backyard has been left in limbo.
Dealing with this company has been an absolute nightmare, we have had to endure many missing parts, to receiving someone else's pool liner.. endless unreturned emails/broken delivery promises/hours on hold with customer service.. and no one seems to be able to give us a straight answer on where our missing items are or when, (IF EVER) they will actually arrive. It is completely unacceptable to take THOUSANDS OF DOLLARS from a customer, and then leave them with an incomplete, unusable shipment. What separates a good company from a bad one, is how they handle delivery issues/incomplete orders.. and PoolWarehouse has failed miserably. We have now had to spend even MORE money and have had to order the coping through a completely different company.
AVOID THIS COMPANY if you expect to get everything you've actually paid for. I will update this review if they ever decide to do the right thing and fix this situation.

Dustin H. was amazing and very helpful throughout the process of ordering our new pool cover.

We purchased a custom 14’ x 28’ pool kit from Pool Warehouse in December 2025 for $9,080. To us, nearly $10,000 is not “chump change.” It was a considerable investment, and we expected the company to stand behind the order if there was a problem.

Because we were completing construction on our home first, we did not begin installing the pool until August 2026. We scheduled professional pool installers and dirt work, began unpacking everything, and initially everything was going smoothly.

Then we discovered that our kit was missing one inside radius corner bracket. There were supposed to be four. Only three were in the shipment.

We contacted Pool Warehouse on Monday, August 10, explained that professional installers were on-site and that work could not proceed properly without this bracket, and asked if the missing part could be rushed to us.

Instead of simply helping us resolve a relatively inexpensive missing part from a nearly $10,000 order, we were told that Pool Warehouse would first need to conduct an internal investigation and review footage to determine whether the part had actually been packed.

From that moment forward, we felt as though we were being treated with suspicion rather than as customers asking the company to correct a missing item. Why would a customer who spent $9,080 on a pool kit fabricate a story over an approximately $50 bracket?

We were told they would get back to us within a few days. They did not.

When we called again approximately three days later, we were told they had reviewed the footage and confirmed that the bracket had NOT been packed in our order. At that point, we were told the missing part had been sent out, although they could not provide us with a tracking number.

Naturally, we expected that after confirming the mistake was theirs—and knowing our professional installation had been halted—the part would be sent immediately or by priority shipping.

Days passed. Nothing arrived.

We called again and spoke with someone different. There was still no tracking number, no clear confirmation of shipment, and no answer as to when we would receive the part. We were then told that the person handling the issue would be on vacation for two weeks.

I also emailed Chelsey W., the Customer Service Manager, explaining how frustrated we were with the lack of communication and the way this had been handled.

It has now been eight days since our initial call, and we still do not have the bracket or a clear answer as to when we will receive it.

What has been most disappointing is the attitude toward us throughout this process. At one point, when I expressed my frustration, I was essentially told that being upset was not going to speed up their timeline. That response was particularly upsetting considering their own review had already confirmed that Pool Warehouse failed to include the part in the original shipment.

This should have been simple:

“We reviewed the order, confirmed we accidentally left out your bracket, and we’re sorry. We know you have installers waiting, so we’re sending the missing part priority at our expense.”

That would have been excellent customer service, and this review would never have been written.

Ironically, we had an appliance fail during the very same week. We called that manufacturer, explained the problem, and they immediately offered to send the replacement part priority at no charge. No interrogation. No making us feel like we were trying to get something for free. They simply stood behind their product and took care of their customer.

The difference in how the two companies handled their customers was remarkable.

To be clear, we are happy with the pool itself. This review is not about the quality of the swimming pool. It is about Pool Warehouse’s customer service when something goes wrong.

Because we could no longer keep our installers waiting indefinitely, we ultimately had to find another solution and fabricate the missing piece ourselves so the project could move forward. Fortunately, we have the resources and people capable of doing that. Many homeowners purchasing a pool kit would not.

That is the reason I am writing this review.

Mistakes happen. A missing part would not have caused me to leave a negative review. How a company responds after making the mistake is what matters.

After spending $9,080, having our installation halted because of a part Pool Warehouse later confirmed they failed to pack, and then spending eight days chasing answers with little communication or urgency, we were left feeling as though our business simply did not matter.

A $50 missing bracket wasn’t the real problem. The way we were treated after reporting it was

I strongly recommend thinking twice before purchasing from Pool Warehouse, especially for a large or expensive purchase where you may need warranty support.

We purchased a $5,000+ Hayward heat pump that was defective from the beginning and never functioned properly in May 2026. What followed was an exhausting process that dragged on for months.

We repeatedly contacted Pool Warehouse asking for help and ultimately even paid out of pocket to have an independent HVAC company diagnose the unit after we were unable to get the warranty service situation resolved. The unit was confirmed defective, yet instead of Pool Warehouse taking ownership of the situation and helping their customer reach a timely resolution, we were repeatedly sent back and forth between Pool Warehouse and Hayward.

We provided case numbers, names, emails and documentation—sometimes being asked for information we had already provided. On July 6, we were told Pool Warehouse was working on getting us a return call tag. Two weeks later, we were still waiting. The process continued to drag on from there.

Eventually, after getting nowhere, we disputed the purchase with our credit card company and won the dispute. Only after that did Pool Warehouse finally reach out regarding the refund and consequences they were facing from the dispute.

What bothers me most is how long our money was tied up while we were left chasing answers for a product that arrived defective. By August, Hayward had informed us that Pool Warehouse had been credited for the unit, and we STILL had to continue reaching out asking when our refund would be processed.

Mistakes happen. Products can arrive defective. What separates a good company from a bad one is how they handle the problem afterward. In our experience, Pool Warehouse failed miserably in that regard.

The amount of time, emails, phone calls and effort required to resolve what should have been a straightforward defective-product return was unbelievable. After spending more than $5,000, I expected a company to stand behind what it sells and advocate for its customer—not leave the customer to fight through the process themselves.

Based on our experience, I would not purchase from Pool Warehouse again and cannot recommend them for a major purchase.

Had an issue which required a return on a $3K item. Was really concerned about it, but Jacinia Candeleria in their customer service group gave me the attention my complex issue required. She was smart, responsive, and she knew my issue without me having to go over it with every call or email. She represented the company well, and I would not hesitate to do business with them again. It's easy to do business when everything goes right, it's when something doesn't go right and requires a return, a credit, a human to understand and interpret that a company either stands up and takes care of the customer, or establishes themselves as a rip off. Jacinia made sure that pool Warehouse represented itself as a company that takes care of the customers.

Highly recommend! Quality pool equipment and professional customer service. Katelyn helped with a blip in my order. Shipping was quick, my problem was solved without issue, and I was super happy with the items received.

It was easy to reach the customer service agent. However, the communication bordered on rude and did not resolve the issue. After placing an order for three parts, I received an email stating that one of the parts was canceled because it was discontinued. I immediately called customer service to cancel the other two parts since they would not be useful without the canceled part. The representative informed me that they would attempt to stop the shipment; however, they did not guarantee it. As a result, the two parts still arrived. When I asked to return them, the company refused to refund the shipping both ways. Considering that they are at fault for not keeping the inventory current and not being able to accommodate the cancellation in a short period of time, I consider this to be unacceptable customer service.

Update:

It took almost exactly a month to receive my refund. However, I want to note that I ultimately received a full refund, including shipping.

Renee and Savana were awesome keeping us updated throughout the process.

I ordered some SR Smith anchors from them because they said that they ship in 1 to 2 days. Then a few hours later I ordered from another Pool Company the other stuff that I needed. The stuff I ordered from the other Pool Company came in within 3 days no expedite no nothing just normal shipping. It's been 6 days now and still they haven't even shipped the anchors that I need. So I had to order anchors from another company and have them expedited at more than double the price because I'm getting ready to have my concrete poured around my pool tomorrow. The anchors from the other company came in this morning and I have installed them. Now I keep sending them messages to not ship the anchors and just give me a refund. And it's like I'm talking to someone from India. They are refusing to refund my money and their response is very strange to say the least. So I will NEVER order anything from them again. Looks like I will have to file a formal complaint with the BBB which I have never done before but I certainly will now. I'll fill in my pool with dirt before I ever deal with them again. Obviously don't believe everything you see on their website. It's all lies. Wish I would have looked into them a lot better before ordering from them.

I’m disappointed at how expensive it is and difficult to return items to this company. I had a sales associate help me with my order after I read the model #of my vacuum and was still sent the wrong part . I felt this was unfair that they would not waive the shipping and restocking fee. I will not be ordering from them again.

I had an issue with our pool liner, got in contact with Renee B. a customer service rep. explained the situation and she had another one headed our way, no hassle or nothing. Had the liner a week later. Thank you Renee.

I had a very good experiance with Pool Warehouse, i did have one issue with a pool light transformer and Renee did a fabulous job resolving and fixing the problem could not have been been more satisfied with how she handled it!!

Very frustrated with the customer service of this company. I ordered a pool pump and filter system, on the 8th. The money was taken from my card immediately. It said 3-5 business days to ship. I never got a confirmation email of the order however they did take the money from me.
Five days later I call to check on it and after a while of the woman looking, she said she found the order I placed but no one moved it along to process it. She said she would do so and send it out asap.
I still never received an email order confirmation and so I called back to check on the shipment as my pool installation company is waiting on the pump to finish the job. The woman at pool warehouse tells me it’s out to be shipped and I may get it by July 28th (20 days after I ordered it and paid for it, when they guaranteed me 3-5 business day) but there is no guarantee. So now I’m out $700.00, no pump and have to halt the installation and post pone our pool party. There was no apologizes, no attempts to resolve the situation. I asked for my money back and they said they can’t stop the order now.
Beyond frustrated, customer service and follow through I give a 1 out of 10. Use a different company they don’t care about their consumer.

I needed the face plate grate for the bottom of the pool. The website only had one on there with no size. Since this is the first one I had to order I just did it what a mistake. It was like $40 something dollars after you pay ,but online it's $7. They charge so much money for shipping and the size of this thing is like a little larger than a silver dollar and it's plastic and weighs nothing . When I wanted to return it, I have to pay for shipping myself they're not refunding me for shipping and they're taking 30% off of my refund to restock it. nice scam I'm in customer service and this is horrendous I would never ever ever use this company again

They have good prices and fairly fast shipping.
However it is extreamly painful to return an item.
I purchased a Ultra2 UV sanitizer. I did not know it, but it came with couplings. I added couplings to my order($50). Communicatin was slow, but the worst part is that they stated the return item needed to be sent to the manufacturer. The mfg did receive the parts, but I was told it could take 10-15 days for inspection. Purchase was May 30th, as of July 15th, no refund yet. I had not even opend their shipping box, I just added a retuen lable ans sent it back

The product itself is great. Just hope that you don't need absolutely anything after they get your money.
Pool and auto cover came quickly. There is so much stuff in plain boxes that knowing what you have is a two day job.
Problem 1 - once I got to the point of installing the skimmers it turned out I only had one. I called, they said we'll get right back to you. 2-3 days later I call back no further ahead. Two weeks of calling with no call backs and stopped production (your very limited in the next steps without them), I finally get it.
Problem 2 - getting ready to pour concrete and I'm missing the extra risers that are supposed to come with the auto cover. Stop production again. I've called, it's been a week with nothing new on getting them and no call back or email. Ended up buying them from another pool company out of pocket
Problem 3 - The pump is a 220v (that's 4 wire electric hot, hot, neutral, ground on a GFCI double breaker). The pump has no neutral on it so I called Tech Support to see if this motor needed it. Not a huge question and to me not "liability" question. The guy gets angry and tells me that if I don't know that then I don't know anything about electric and goes for a couple minutes on how he is tired of people calling him that don't know what they are doing. Tells me to hire an electrician. I speak back and told him to stop being rude about it and if that was his answer he could have found a better way as he keeps arguing. I ask to speak to a supervisor and he keeps barking. I ask if the call is recorded and all of a sudden it goes to the automated message that it is being recorded and he comes back on a completely different attitude talking all quiet and concerned. Sends me to Chelsea the Managers voice mail and no call back.
Terrible customer service. There are a few pool companies that sell kits. Save yourself some headache and go to them instead.