PoolWarehouse.com Avis 

well built table looks great / players are not counter balanced will have to replace for better game play

Update 12/10/25:
I have changed my rating from 5 stars to 1 star due to what I see is poor customer service follow-through on the part of Pool Warehouse (PW). Hydra Pools makes the cover and Pool Warehouse is the customer-facing sales contact.

If you read my first review, I was exasperated by the measuring involved and delay in RE-ORDERING a replacement pool cover. I have since received and installed the replacement cover and it has been made incorrectly. The measurement document that I submitted, PW drew up, and I signed off on, was not followed which created three mistakes on the cover's support strap placement.

That shouldn't really be a problem, right? Just work with PW customer service, right? Wrong. PW/Hydra Pools will not admit that they made a mistake despite the detailed measurements and photos of the new cover errors that I had sent to PW via email. PW will not allow me to contact Hydra Pools directly for resolution saying, "PW is your contact to Hydra Pools. We will handle all communication." PW claims that I made a mistake in my measurements and that I signed off on the PW document that was used to build my cover. THE DOCUMENT WAS PERFECT. The cover is not.

Now that I am furious at Pool Warehouse I am finding many poor reviews on Pool Warehouse and one sentiment stood out: "Pool Warehouse hides behind policies rather than seek customer satisfaction through problem resolution." I have purchased pool liners and covers from them in the past. NEVER AGAIN.

11/10/25 review:
My first cover lasted 9 seasons. I had all of the paperwork for the first cover including cover number, etc., so I expected an easy replacement. Nope. PW told me that the cover manufacturer's (Hydra Pools) original build file for my cover was 'corrupt' and could not be used. That was a real problem because I had already drilled anchors in the concrete of my pool apron to custom match the support straps of the initial cover. How could they duplicate the strap spacing of the original cover without the original file!?? Grrrrrr.

It was at this time that the PW rep told me I'd have to perform an "A/B measurement' to duplicate exactly the original configuration. Sounds simple, right? An A/B measurement? Nope. I begrudgingly completed the A/B measurement and sent it to PW. She replied, "Great" and submitted the measurements on to Hydra Pools.

PW had been prompt and attentive throughout this order process but now it became a 'hurry up and wait' situation. We waited and we waited for news of cover completion and the PW rep was continually polling the manufacturer for updates. FINALLY, during the 2nd week of November 2025, PW let me know that the cover was ready to ship. I will receive the cover this week, which will make this a full 3-month wait.

Bailey was extremely helpful and offered great customer service. Bailey is a dedicated member of the team and even returned emails while being out on PTO.

My experience with Pool Warehouse was the worst I have ever had with any company, and it was almost entirely due to the conduct of your parts manager, Jacinia.

I reported issues immediately and gave multiple opportunities for a normal return for refund before opening a dispute. Instead of helping, Jacinia ignored deadlines, contradicted herself, and spoke to me with an authoritative tone while providing inaccurate information about the process.

After failing to resolve the issue when she had every chance, she then attempted to pressure me into returning the product AFTER the dispute was already filed. She even made false claims such as “the case is resolved on our end” and “your bank will contact you” which never happened and were disproven the moment Chase reviewed the evidence and ruled in my favor.

Her repeated copy and paste emails demanding photos and returns contradicted the actual dispute resolution letter from Chase. When challenged, she escalated to a hollow “legal team” threat, which ultimately went nowhere. Extremely unprofessional.

If this is the level of customer service Pool Warehouse stands behind, especially from someone in a management role, it explains why customers escalate issues instead of resolving them with your staff.

A manager should know policy, respect customers, and solve problems. Instead, I was met with misinformation, delays, and intimidation attempts. I hope leadership seriously reevaluates who is representing your company.

Overall, both customer service and shipping and handling have been fantastic! Will definitely buy from you again!

It was very nice to receive an email from Dustin, my sales rep, after placing my order. The website though, it has issues. Often getting pages that do not open without refreshing the page. There are also products that do not have prices (like the Inlays depth marker tiles). The website looks nice, but needs some work to make it user-friendly

We just purchased a sauna from Pool Warehouse. Our rep was Dustin. He was professional, kind and very prompt to return our calls concerning a few hiccups we had along the way. It’s always so nice to speak to real people when making a purchase like this. Thank you Dustin and Pool Warehouse!

Katelyn was very helpful with the process for returning the pump that I purchased which turned out to be the wrong one. They were very pleasant and helped me to find the right one and it was delivered in less than 24 hrs.

Got my order. Everything was as described on the site

Renee has been absolutely incredible throughout our entire pool process. From start to finish—even through a warranty claim—she has been there every step of the way. Her kindness, quick response time, and ability to find easy, stress-free solutions made everything so much smoother. We’re truly grateful for her support and couldn’t recommend her more!

I was calling around trying to find the filter motor i needed to replace. Dustin from Pool Warehouse was great. He answered all my questions and took the time to help me find what I needed. He was very helpful and knowledgeable.

Jacinia was incredibly attentive and responsive to our questions and needs. Thank you!!

On October 5th I ordered 7 Caretaker Master heads Total price $704. The order was shipped and received on October 10th. After opening the boxes, I noticed on of them had a defect. I was a manufacturing defect. I sent pictures of the defected item to Pool Warehouse and was told that they didn’t replace manufacture defects. They gave me a RGA number and told me to ship it too the manufacture (APC). Also said that I would have to pay for the return shipping $18. The returned item arrived at APC and after a week of not hearing anything I contacted Customer Service at Pool Warehouse and was told APC had a 3 to 4 weeks delay in processing the return. I was very disappointed in the policy Pool Warehouse had on making me deal with the manufacture. I didn’t buy it from the manufacture; I bought from them. I would have thought that Pool Warehouse would have replaced the defective item and they deal with the manufacture. I final received the replacement on Nov 9th. The only bright spot on dealing with Pool Warehouse was a Customer Service Rep named Jacinia, she was a welcome assistant, Jacinia kept me updated on all delays and timing with this process. I am very disappointed with the Pool Warehouse return policy, but Jacinia was great. Thanks, Jacinia,

The overall project turned out good. The custom service from Chelsey was great. She went above and beyond to help me. Any issue that came about she was on it to get it resolved. I would give it a 5 star review but the manufacturer hydra pools was the issue. They forgot to send pieces and then took long to get setting me back. The quality of the liner and a few other prices were bad.

All good except for diving board base. Has been delayed 4 times so far. Pool warehouse just send a copy and paste response with a new ship date days after it doesn’t ship

I have gone on there website and is virtually impossible to contact them even if you click on the contact link and there’s nothing to contact them so really bad after customer service and if they don’t reply i will make it my mission every day to leave a review until they respond
Regards Tony

Recently purchased an in ground pool cover from Pool Warehouse. After installation noticed several flaws in the cover. After emailing photos back to Pool Warehouse, Renee B. Quickly contacted the manufacturer, filed a claim and had a replacement cover delivered to my house in a matter of days. Great customer service and support!

They had everything i needed and when i reached out with questions, they got right back to me with answers. Wonderful experience.