PoolWarehouse.com Avis 

They charged $699 to ship my product to my house. Days later, the shipper called and informed me my house was too remote, he couldn't deliver. I had to pick up my order at the dock. Pool Warehouse refused to refund the shipping charge arguing their terms and conditions entitle them to keep the shipping charge even though I had to pay someone else to drive to Knoxville to pick up the product. Beware, these people are fraudsters. I would rate them a zero if that was an option.

We are still in the early stages of purchasing our pool from Pool Warehouse, so I plan to continue updating this review as our project progresses. But I wanted to share our experience so far because it has been exceptional.

A huge part of that has been our customer service representative, Brittany O.

This is a major investment for our family, and we've had what feels like a million questions throughout the process. Some days we called...a lot! Yet every single time Brittany answered with the same positive attitude, patience, and genuine willingness to help.

She is incredibly knowledgeable and has been able to answer every question we've thrown her way. Even more importantly, she never once made us feel like our questions were silly or insignificant. She never talked down to us or made us feel inexperienced. Instead, she took the time to explain everything thoroughly, making us feel confident and informed every step of the way.

Making a purchase this large can be stressful, but Brittany has made the process feel so much easier and has given us a tremendous amount of peace of mind.

If the rest of our experience with Pool Warehouse is anything like the customer service we've received so far, we're feeling very optimistic! I'll be back to update this review as our pool arrives, the installation begins, and the project comes together.

​I visited Pool Warehouse onlinelooking for a piece of vinyl and left ready to pledge my undying allegiance to a man named Dustin. This absolute weapon of customer service treated my pool liner order like a high-stakes, midnight tactical extraction. His knowledge of gaskets, faceplates, and pool dimensions is so terrifyingly precise I’m convinced he has a blueprint of my backyard tattooed on his chest. He didn’t just get me the materials he single handedly saved me from a catastrophic 2 AM psychological breakdown in a muddy hole. If Dustin looks you in the eye and tells you that you need a specific part, you don't ask questions. You say "Yes, sir," you buy five of them, and you thank him for the privilege. Give this man a corner office and a throne immediately or I will personally come down there and start a riot

I am unable to track my order easily. You require an account set up and an email to support instead of giving me a link to track the shipment.

Dustin was great!

Knowledgeable team and fast shipping. Great selection, and they answer the phones to assist. Will absolutely work with Pool Warehouse again.

Just purchased a pool pump motor from Pool Warehouse and the low speed did not work. Contacted Pool Warehouse and they said it was not their problem and gave me a bogus website for Century Motors. come to find out this moto has been discontinued and not supported. Pool Warehouse knows they sell junk and dont even try to stand behind the products they sell.

They are not clear about their return policy and do not have helpful customer service. I would never order from them again and hope no one else experiences what I went through dealing with this company.

Great Staff and super knowledgeable about their products.

Dustin was great at helping me place my order and correcting it in time to make the customer happy. Overall the communication level was 10/10. Pretty sure i will be using pool wharehouse from now on.

First of all, everyone should understand Pool Warehouse is a mis-labeIed name. According to their employee I spoke with, they have no inventory; they are what I would call a manufacturers rep, so not a warehouse! So when you order multiple parts, they can come from multiple vendors. Now to my experience; I recently ordered a new Hayward Variflo valve for my pool along with the O ring for the valve. I received the valve promptly and did not attempt to install it for a day or two. When I did get around to the install, I realized I did not get the O ring nor did I get a packing slip. I filed a complaint and a prompt response came back stating it was still in route via USPS, whereas the valve itself came from a different vendor. I checked the tracking and the O ring was received by the USPS distribution center on June 1 and I did not get it until June 17. Obviously the valve won't hold water if the O ring isn't installed so I lost almost 3 weeks of pool time. And the other thing about this company is you have to get a link from them to write a review. It took me 2 attempts to get this link so they work pretty hard to keep marginal or bad reviews out of the media (IMHO).

Item didn't include what website showed. Notified customer service 2 weeks ago. Totally horrible and worthless. No communication except the same email over and over even after sending the photos as requested. Seems like just the same auto replies and at this point I realize this place is somewhat of a scam.
(Item on website shows 3 pieces included. Only 2 came. Showed photos of unopened package. Customer Service in capable of understanding.)

Pool Warehouse knows the products that they are selling. That means a lot when you ask questions and they answer them.

Thank you,

Brian J

Great service. The sale personnel knew their products.

I spoke to Dustin and he helped me with everything I needed. He went the extra mile to give me quotes of everything I requested. He even helped me with items I had no clue about and explained them all in detail. He waited on hold as I called my husband to see what else we needed. He is definitely an asset to the company.

Absolute stellar customer service. I was updated every few days and any questions I had were immediately answered. I'll certainly be buying from Pool Warehouse in the future.

I bought a handrail. Right after ordering I noticed it was the wrong size. I called the same day to cancel. They didn't respond for several days and then said it was too late to cancel. After several unanswered calls and emails they finally said I could return it. The cheapest return shipping is over $450. That's more than the original item costs. They said there is nothing they can do. Because of their unresponsive customer service, I am now stuck with an unusable expensive hand rail.

Jacinia Candelaria, the customer service representative was great. She followed thru with my problem and made sure it was rectified to my satisfaction.

purchased a saftron ladder from them. On installing the ladder when stepping on it it flexed down then up when getting off. I immediately contacted the manufacture and they said do not use it for your liner pool because it will wear it out. They said there was no support in the arch just the steps to buy another model which has support in the arch so it wont flex up and down. I contacted poolwharehouse and sent them a copy of the email and said I would purchase the more expensive one from them after I returned the ladder that was wrong. They said I could not return the ladder because I used it. For 1 minute maybe, how else would I have noticed the flex. Their description of the ladder never said anything about not to use in inground pools with a liner. After the way I was treated I would never buy anything from this company. I have filed with my credit card company and better business bureau.

I had an excellent experience with Pool Warehouse and cannot say enough about their customer service. Unfortunately, our shipment arrived with significant damage due to what appeared to be mishandling by FedEx—the packaging had clearly been compromised, and several pool components were affected.

Despite this, Pool Warehouse stepped in and made the situation right without hesitation. Renee B. was especially outstanding to work with—she was responsive, knowledgeable, and genuinely committed to resolving the issue quickly. Thanks to her assistance, we were able to get everything we needed to successfully set up our pool without further delay.

Great product, exceptional service, and a company that truly stands behind what they sell. Highly recommend.

Renee B. provided absolutely exceptional customer service! She went above and beyond to help me get everything completed and was always responsive, and willing to find solutions whenever I had questions. Her dedication, professionalism, and genuine care made what could have been a stressful process incredibly smooth. Thanks to Renee’s hard work, we were able to finally finish the small details of our pool installation. I highly recommend working with her, she is truly an asset to the company!

We ordered a ladder for our pool and we’re told it was the right one, but it flexes too much for our liner and will put a hole in it if we use it. We tried to return it to them and get the next ladder that does not flex so much and also cost more. They blocked us from their site and will not let us return this ladder. It has never been used only installed, which is easy to take back out box it up and send it back now we have a ladder that we cannot use and it was expensive. The company says they have a 30 day return policy. We contacted them right away.