Pool Supply Unlimited

The part we ordered was perfectly fine. I paid $500 for overnight delivery at noon on a Friday. Once the tracking information dropped in my email that evening, I noticed it said that it would be Tuesday afternoon before it would be delivered. I called to explain that I'd paid a lot of money for next day, not for it to take 4 days, so to change the shipping plan or refund something. The first guy I spoke with seemed to understand that 3 nights would not be considered overnight and said I'd get a refund for part of that outrageous fee. No refund came, so I called back about 3 weeks later and the guy said he'd look into it. Then I received an email that it was a weekend and Labor Day, so nothing ships on those days and that no refund would be provided. For $500, I could have driven to San Antonio and back faster than it was shipped. I also asked several questions in my follow-up email, none of which were responded to in the short, rude response I received. I don't know what company they use for shipping, because I received packages from FedEx and UPS that holiday weekend.

I've used Pool Supply Unlimited for a lot of items over the years, from salt cells, circuit boards, filters, o-rings, hardware etc. Always arrive on-time and work. Last year I purchased 2 salt cells from them which have already failed (less than one year... and only one pool season). I am at 2 months now of trying to get them replaced even though diagnostics clearly point to the problem... a faulty salt cell. So initial purchase great. Follow up after they have your money, not so great.

Jeremy Bustos
I purchased a Hayward conversion unit from you at the end of June and was told it would take up to 8 weeks. It's now been 12, and I was told it would be another 2 weeks. Alberto from your customer service has been rude and sarcastic with me asking questions. This is the worst customer service experience I've ever had. He's now telling me my options are to cancel my order or wait another 2 months. I've wasted a whole season waiting for the conversion unit in the pool. If you're the only one selling something, you can treat people however you want.

I ordered a pump and when it arrived, the base was broken. Pool Supply Unlimited did respond to my email complaint and they are sending a new base. It has not arrived, but I am hopeful. I would order from Pool Supply again.

This is one of the most unprofessional businesses I have dealt with. I ordered a pool product and they sent me a strange e-mail stating it has been placed on hold for security reasons. I called and asked what the issue was but again they said it was flagged. My credit card did not flag this and my AMEX is very good at detecting fraud. I gave them my information over the phone and they said it would be shipped. I get an email about it being canceled a short while later. When I emailed about the cancellation, the manager, Joe, asked for a selfie with my ID card. I have never in my life been asked for such a request by a company. If they are unable to conduct e-commerce properly they should stick to a brick-and-mortar store. Highly unprofessional behavior to ask your customers for photographs over email. Please find a better pool supply store to spend your money on.

Ordered pool tile many were chipped and or cracked due to poor shipping by pool supply unlimited and keep trying to blame everyone else but themselves
Very rude customer service don't recommend to anyone

I bought my pool back in early April 2021. I have tried to contact Pool Supply Unlimited with both email and by phone repeatedly and can not get 1 single returned call or email. I was told an additional 2-4 weeks by your company to receive the pool via email a few days after ordering it. After waiting this ridiculous amount of time, I find myself wondering why I even did business with your company at all. Almost $900 NOT well spent. I have never in my life dealt with such an unethical company as Pool Supply Unlimited. Glad I put up new privacy fence also and had family in town for Memorial day. Sure would have been nice to have my pool, you had no problem charging me for it day 1. I will never recommend this company to anyone after dealing with this. Send me my pool.

Fair price, quick delivery although I had no success contacting the help line - tried calling several times with no luck, no response to email either.

I'm so upset that I used this company, I order a part for my pool and paid $137 for overnight shipping I ordered it Thursday and is arriving Monday, called the customer service and the gentleman didn't care told me it was my own fault for ordering it in the afternoon and nothing he can do about it, wouldn't issue a refund. THE WORST CUSTOMER SERVICE!

Been pricing Dolphin automatic pool cleaners for about a month until i tripped across this deal Cleaner and pool caddy saved a couple hundred bucks doing a combo deal. Have purchased other items from polls unlimited and have always been please with price, timeliness of shipping and quality of product, so I don't anticipate being disappointed over this purchase. Great company and customer service so far. Highly recommend.

Bought a Hayward DV 5000 14 months ago. It was a bad product from the start but after 14 months it was garbage and not repairable. None of my emails to Pool Supply asking about any warranty were responded to. I will not and neither should anyone buy any product from Pool Supply, they do not support the products they sell and don't even give you the courtesy of a return email.

We ordered a pool heater, had to pay a ridiculous amount for shipping. Upon delivery the box was damaged but it appeared the product would be ok as the box wasn't too bad, signed for the package, opened it up and there were dents all over the place, the bottom is practically falling out, at this point I'm not even sure the product works. Extremely disappointed, for amount of money this thing costs and the ridiculous shipping prices. I filed a claim so we'll see what happens, even if I get to exchange it we will have to pay the shipping costs again... so ridiculous and disappointed I won't be ordering supplies from them and I don't recommend ordering from them.

I purchased a Pentair pump. After install it was did not start. CSR told me to call Pentair.

Pentair informed me that Pool Supply Unlimited is not an does not have support from Pentair.

Pool Supply Unlimited said they only give sixty days (two months) warranty.

This is not clear when purchasing.

DECEPTIVE SALES

This place SUCKS. Typical pool company. I purchased over a $1000. 00 worth of new pool lights and was informed that I would receive an email informing me what day and time I could will call the items. Never received an email. I called 5 times and spoke to 5 diffrent employees and each one told me that they would resolve my issue. Never happened. I canceled my order. Spoke with Jonathan, Alen Debbie, Issac, and a person who would not give me their name. Companies like these have to exist because where else would these people work. A step down from Target. Very sad

They have hot tubs parts for sale on their website that they don't have in stock. These parts are not marked as out of stock. Upon order a part it did not ship, when I inquired I was told it would 8-12 weeks. I asked for a refund, they said sure but did not refund me.

If I could give them "0" stars I would. I Purchased an expensive item on their website.
They immediately charged my credit card THEN sent me an email telling me it might be months before they ship me the item I purchased. I asked them why they charged my card before the item was shipped and that I thought it was shady or even fraud for them to do so. I got a response that they did not charge my card when in fact they did. It appeared on my AMEX account then a refund for the same amount from them appears. If they didn't charge the card then why is there a refund. Then I get an email telling me to shop somewhere else. Do they really think I would trust them with any other order(s)?
Stay as far away from these people as you can.

Do yourself a favor and shop elsewhere! We waited over 2 months for our pool part and it never arrived. Custom service was even worst if you can believe it!

Very disappointed in the customer service of this company. I have an older pool and needed a new light, I was unable to find a replacement so I called Pool Supply Unlimited. I told the gentleman the pool light I have and he told me the pool light I should order. He took my order over the phone. When the light arrived, it looked too big for the niche, so I called them back and they suggested I could wait for my installer to come, and to let them know if it didn't fit, he was sure it would. Well it didn't and when I called back they asked for pictures. So I texted them pictures, they then he said "well it is in the pool so we cant take it back and your pool light is discontinued." I said you told me to see if it fit and to send you pictures, how else can you tell if you don't put it in the pool? He argued with me and said I will call back, then some lady calls and yells at me that I told them what light I wanted to order, told her nope you guys told me.she hung up. I called them back an hour later they refused to accept a return, refund or exchange. What an awful experience. Buyer beware, they don't know their pool supplies and they don't stand by their word, customers or products.

On June 22,2021 I ordered a pool skimmer from Pools Unlimited. It is now Sept. 27,2021 and I have not heard a word from them nor the $121.25 they quickly charged my credit card in June. I have tried calling them repeatedly and get a recorded message, blah, blah, blah. Every attempt has failed and now I think I have been scammed after reading all the negative reviews. Foolish me.

I am absolutely very unhappy with the customer service that I received. I ordered a pool heater and ordered a gas heater by mistake so I requested an exchange. I was told to ship it back and order the correct model. I did that expecting to receive credit. I ordered the propane heater paid for it and waited for a credit. I finally after a couple of billing cycles with no credit I inquired and was told that it came back damaged and needed to file a claim. I can't file a complaint after 60 days. So now I have 2 loans have paid 3 shipping charges and company will not issue any credit. And although they deny that they will sell it I am sure it will not sit forever. Will never do business with them again and if I could give 0 stars I would have.

Do not buy from this company...they will rip you off with their warranty lies! They do not honor the warranty and it says right on their website that they warranty salt cells directy!

We ordered a pool in April 2021 with this company. It arrived in June, but it was the incorrect size. When we contacted them, no one picked up the phone. The company was intermittently responsive to online chats, and non-responsive to email. When I finally got an agent, Debbie, via chat, and I asked that someone call me. I was told I would receive a call in 10 minutes, but they never called. When I finally got through to the company via telephone, Debbie took no ownership for never calling. Also, in spite of the company sending me the wrong pool, Debbie blamed this on the warehouse and took no ownership of the wrong pool being sent. She then told me that she would not be able to email the warehouse until Monday or Tuesday and was unwilling to give me any information about when the correct pool would be sent to us. Because it took 2 months to get the pool in the first place, and we live in New England where summer is 3 months long, I asked for a refund so I could purchase a pool from a local store with a good reputation. Debbie refused to refund me for the pool and stated nothing could happen until she spoke with the warehouse on Monday or Tuesday. She was rude, condescending, and non helpful. The business is impossible to communicate with both via telephone, online chat, and email. Their customer service is actually the worst I have ever experienced. The company is also INCREDIBLY disorganized and unprofessional. I will leave this review everywhere where people can read reviews, as I would like to save everyone from the awful experience we have had.

I called to order since I needed a representative to obtain veteran discount. Order went smoothly. Heater was delivered in 4 days after order! Got it hooked up to 100# propane tank and it is heating up! Have a 21' above ground pool. Plan to let it warm for a couple of days since it's been cold here. I can feel the warmer water going into the pool! I am sooooo excited! Unit looks nice and only measures 24"x 12". Great price. Got it connected for $800 cheaper than local pool supplier.