Pools Etc

I have been more than happy with the service and quality of the product from this company. This is the second liner that I have purchased and the fit has been perfect each time. Denise was helpful and made the ordering process easy. I was pleasantly surprised when my liner arrived the same week that I ordered it! I will order from this company again.

I had Ms Denise Gibson help me order a custom liner for my friends pool. She was very helpful, knowledgeable, and his new very nice pool liner is installed and pool is back running. Thanks Denise! -Ryan from Louisiana.

Denise and Pools inc are awesome. Excellent customer service and very knowledgeable. Would definitely recommend!

I spoke with Denise Gibson she was very helpful and knowledgeable she made the process very easy I ordered my liner and I received it in only 4 days and it was perfect thank you very much I would definitely order from them agian

Denise helped us place our order. This is the third liner we have put in. Ordering was easy and Denise made the process simple. The line fit wonderful. It was the smoothest liner install we have done.

I ordered our liner April 23rd, 2022. Two days later I was contacted for the inground exact measurements and sent them in and then my inground customer ordered pool liner was deliver the following Saturday. So all in all 7 days for manufacturing and delivery! Denise kept in contact with me and sent me the tracking ID for the shipment the day it was shipped and then it was delivered two days earlier than expected. I was nervous because this was our first time ordering a pool liner online but we had a great experience and I couldn't be happier with the service provided!

I accidentally ordered the wrong item and returned it without the proper info. Nicole found the item and got the return started right away.

Received an order and found that I was missing a part. Called the company and was told I need to send them a picture of what I received. I told them exactly what I was missing, but the woman was persistent in me sending a photo. I explained that I already started to place some of the components into my heater, but she insisted on photos. How do photos show what's missing when it's partially installed I asked... response. Send photo.
This is why people use Amazon. Don't bother with this place if you want issues.

I must rate this company five (5) stars because of their Customer Service Representative – Courtney. I ordered Pool Steps which included an outside Ladder. The order consists of a single part number (to include both parts – the steps and ladder); however, the physical items are packaged separately, have separate part numbers, and are shipped separately. Therefore, when I placed my order – the warehouse only shipped the outside ladder; the major component (Steps) never arrived. Six weeks later (I was out of town traveling), I contacted Courtney and explained the situation that I was still expected another shipment of the Steps. Courtney went into action, provided me with a tracking number and kept me up-to-date with all the details. Low and behold, I actually received the same Ladder that was previously sent. I had to contact Courtney again, and explain that the warehouse shipped the wrong item; I now have two (2) Ladders, and no Steps. Courtney went into action again, kept me informed as to her progress with the investigation, informed me about the new shipment, and provided me with a tracking number. Within a couple of days, I received my Steps and now have the complete set of Steps and Ladder. I will say that things do happen occasionally; however, working with Courtney was pleasant, and she gave me the impression all along that she was going to take care of my me and my order. The FIVE STARS goes out to Courtney in Customer Service. Courtney is great, and I have full confidence in Pools Inc. as a company. Thank you Courtney!

Do not do business with Pools Etc/Inc, they are a scam & have an F rating with BBB in Eastern Massachusetts.
I ordered a pool in May of 2020 for $3500. And never received it. In July of 2020, I cancelled the order and have never received a refund. I have been calling Shaun ever since repeatedly and all I ever get is excuses. They must plan on stealing my money like they have done to countless others over the years that have never gotten their refunds either. This is robbery and yet the law has never caught up with them. Read some of the reviews going back several years and you will see the same old story, people trying to get refunds or satisfactions just being ignored, hung-up on, saying the check is in the mail when it isn't, etc.
Bob O

I ordered the wrong size (KW) spa heater, that's on me. I called Pools Etc the day I received it to initiate a return or exchange. I was told that if the package was unopened they would accept a return. It was unopened and I relabeled it and dropped it at a UPS store. This all happened in mid October 2023. They confirmed receipt of the heater and agreed to refund the $900. After over a dozen emails responding with a promise to refund the money I was given a managers name and direct number: Shaun. I spoke to Shaun on Dec 4th he promised he would refund the money that day and send me a confirmation. This did not happen. I called on the 5th and 6th, Shaun did not take the call or return it. I called the general "customer service" number and got Courtney. She claimed she would send another message to Shaun as he was the only one who could refund the money. I queried the charge on the 9th of December, they will be forced to refund the money but why would they go down this road? I did everything they asked me too. This is not a reputable company. Do not buy from them.