Your Pool HQ

AVOID THIS COMPANY!
We purchased a replacement $300 pool lift battery from YourPoolHQ and received a battery that was not the correct version for our lift. We had no idea there were multiple versions of battery and no information was provided on the site suggesting otherwise.
Upon calling the customer service number to to resolve the issue, we were immediately told that they didn't think there was anything that they could do, but if we sent them an email with the original order and pictures of the batteries (old and new), they would look into it. We did exactly what was asked and got no response.
I called the lift company directly and got detailed info that there were two different batteries and we likely got the newer version while having an older lift. They suggested we try to call the company where we purchased the battery and explain the issue again.
With this info, I called YourPoolHQ and asked again for help / replacement, and got a VERY confrontational and unhelpful response suggesting the exact same thing - they likely wouldn't be able to help us but send an email and they would look into it.
I tried to explain that we did nothing wrong by trying to order a part that was not properly, technically represented on their site, and it makes no sense for a customer to place an order for a $300 item, receive the wrong item, and just have to eat it because they don't have the details of what they're selling up to date. The conversation closed with some very unpleasant responses that are very familiar if you read the rest of their reviews on this site.
Bottom line, this company has an "F" rating with the BBB due to "a pattern of complaints". They are happy to take your money but if ANYTHING goes wrong, you will be told there's likely nothing they can do but they will look into it, then they will not respond. Save your time, save your money and never do business with this company. This company needs to be shut down for its unethical business practices. Our transaction was basically theft!

The company only exists to make money from online shoppers. Horrible customer service. What little customer service they do have comes with an attitude. I returned an item per their policy and had to call three times over a month to get a refund. Never again, don't spend your money here there are better pool supply companies out there.

I canceled an order 5 weeks ago and still have not received my money back. I have called 4 times and they always have an excuse why they haven't credited my card. They say they will contact the accounting department and then I should receive my refund within a week. Well weeks have gone by and still no refund. I would highly recommend that no one do business with this company. Worst customer service I have ever had.

I purchased a 2 person ceramic infrared sauna and i had many questions and the customer service agent was extremely helpful and kind. My sauna arrived and is lovely thanks to this great store

I placed an order for a new pump. $400.00 +. I was smart enough to copy the confirmation number after placing the order. Never received a confirmation email but, my Card was charged. I could not reach anyone by phone or email. After 2 weeks I disputed the credit card. It took the credit card company 4 month of attempting to get a response from YourPollHQ. I don't think they ever did, lol. My credit card returned my money. All is Well.

We ordered a diving board. We paid $1406.98. The board was delivered while we were not home. Once we got home we opened the package and seen that the board was busted on the corner. We called the number own the site. The lady told me to send pics of the package and the damages. I took pics and sent them in. We have requested a new board or a refund. We were told they were contacting the Vendor and would get back to us. I again reached out through email trying to get this resolved. We received an email from "SHAUN" who said to call him tomorrow between 9:30-4:00. We called him and said we signed for the package when it was delivered and re fused to return our money. First of all NOBODY signed for the package-we were not home. My husband and him got into a heated argument which my husband called him names as Shaun did as well.Shaun then told my husband he would F&*$ his wife. My husband asked him "what kind of person says that kind of stuff and you're supposed to me a manager"? Then "Shaun" says he going to file complaints against our business.lol. We have filed for dispute with our bank for a full refund...We are also filing complaints with the Attorney Generals Office, BBB and everywhere else we can. I see this company already has very bad reviews...WISHED I WOULD HAVE LOOKED THIS COMPANY
UP FIRST but I made that mistake once it won't happen again. He needs to shut down.

I was looking to order a PoolTux brand pool safety cover from PoolHQ because they were listing the cover as "in stock" while other suppliers had that cover listed as "out of stock". I contacted them via their website to verify the cover was in stock and I was told by the incompetent sales rep, named Larry Weinberg, that the cover was available to ship and delivery time was 5-10 days, so I ordered the pool cover. After two weeks had passed and no shipping notices I called and the phone rep told me it was rescheduled to be shipped one week later. After that time period ended and still no cover or update, I emailed the sales rep I was dealing with and was told the cover was now scheduled for a least 1 more month away. Once I threatened to file a backcharge with my credit card company I was giving a refund. This company and especially this sales rep is a complete waste of time. I ordered a different comparable cover from another supplier and had the cover 7 days later.

The worse company to deal with, they take your money and are very unprofessional in answering questi. My order took more than 3 weeks when they assured me they will ship it 3 weeks after the order was generated; it ended up being a lie. I asked for tracking number and they said it will be send to me. Avoid this business if you can. Very unhappy with them. This is my truthful opinion.

I ordered a filter lid from Yourpoolhq and shipping was going to take 5 business days. I found someone else who was able to order the part right away so I called them the following day to cancel the order even though the item has not shipped out yet. They advised me that they cannot cancel the order for some reason and they were going to send it out anyways. They said that they may charge me up to 16% of restocking fee even though I'm asking them to cancel an order that has not been shipped. I received their product and returned it to them in the same condition. I had to pay $96 to get it shipped via UPS. They received the product a month ago and they indicted refund was going to take 7 business days. I haven't received my refund and every time I call I keep getting told that it'll be 2 days before I receive a refund and I have called 5 times now. It's been a month since they've received the product back and I still have not received a refund. Don't even bother with this company. It takes such a long time to get the product and their turnaround time for refund if you have to return a product is criminal.

I'm very please doing business with this Co. I dealt with Sean and Nicole, both are very pleasant. Sean helped me choose the best pump too replaced my old one. Best deal I found, checked many other retailers, price didn't come close. Delivery was surprisingly fast, faster that I was promised.

I ordered my pool May 14th, was told 5-7 business days for delivery. It is now June 4th and I'm still waiting. I have tried numerous times to be in touch with customer service, who hasn't offered any type of help for me. They delivered my pool to the wrong state-all away across the country actually. Customer service hasn't returned my emails and I am now ready to report to BBB. Look somewhere else for a pool and/or supplies!

I dont know if its because I am not a customer, only a guest, but I never received a tracking number when the product shipped. Also, the shipping info that I provided via paypal checkout was not used in its entirety so I had difficulty getting my package. Other than that, prices are great, product is what you need. website is very helpful.

After reading all these horrible reviews I'm incredibly worried my safety cover will not get to me that was ordered on 9/1 I've spoken to Deb 2 x over the last few days who is super sweet and I still don't have an answer when my pool cover will get to me. Website should definitely say item will ship and when. It's now business day 7 no tracking information and no idea if or when item will ship.

Ordered the Volt FX4LI and did receive it in a reasonable amount of time, however upon arrival there was no extendable handle for the unit, and obviously, that is kind of important for a pool vacuum.

Only in a very small faint print does it say on the site that it fits most standard handles, but at no point does it say handle purchased separately nor does it show you the handle you can purchase.

Now after getting it, they have dropped the price to $60, I don't need to do business with these types of businesses, wish I has read these reviews first. I only hope it at least works.

DON'T WASTE YOUR MONEY AND DON'T ORDER FROM THIS SELLER. YOU WILL NEVER GET A REFUND BACK ON DAMAGED PRODUCT. CUSTOMER SERVICES DON'T EVEN TAKE CALLS. HAVE TO GO THROUGH ORDERING DEPT. COMPLETELY UNREASONABLE AND IMPOSSIBLE TO WORK WITH. I AM SURE YOU CAN GET MUCH BETTER SERVICES SOMEWHERE ELSE FOR THE SAME PRODUCT. TOTAL WASTE OF MONEY AND ENERGY. AND NOT WORTH IT TO RAISE YOUR BLOOD PRESSURE HIGH ON THIS. EXPENSEIVE LESSON TO LEARN!

I ordered replacement parts from Your Pool HQ for my DE filter on Saturday. Then I started reading reviews, and I got nervous because so many were negative. The very next business day (Monday) I received a fedex tracking number from Your Pool HQ for my order and on Thursday, I received my parts. They are exactly what I ordered and were packed well.

TERRIBLE. Shady practices
Review by Anonymous UserOrdered $1000 pool filter, a week later, no delivery. They promised delivery a couple more times nothing happened. Long story short they hadn't received there shipment from the manufacturer. They had no filters in stock. Stringing me along until they receive their stock. I asked for a refund. I purchased elsewhere had the filter within days. Three weeks later still no refund and every time I call they referred me to THE MANAGER. Who is never available. Oh he's on the other line. DUDE sure does talk on the phone a lot. I had to file a dispute with PayPal, after two weeks they hadn't responded to PayPal so PayPal just I posted the refund to my account. Shady characters be careful

Called company on 7/22 to confirm the pump I was ordering was in stock as the website said. Employee confirmed yes, and i placed order online. Status never updated so called on 7/28 and was told by another employee it should have shipped already and they would call me back the next day. Called today 7/29 and was told the pump was NOT in stock and there was no ETA on getting one. DO NOT USE this company.

I ordered pool part PENTAIR Easy Touch Remote Control came late but didn't work. Called for return info. Called to see if return was received and they confirmed it was received. It's have been 3 1/2 weeks and still no refund made. Sent several emails and made several calls, they have only person working in there for customer services his named is Shawn. Deb is the lady is working on processing email. But, never reply my email back. Do not called Saturday and Sunday for customer services. They will never pick up the phone.

Had to file a complaint with paypal. I was able to get my money back but never got the pool cover I needed. That is done good thing about using a company like paypal, they will protect you from bad companies like this one.

... my order came with no issues at all. I ordered the Lamotte 2056 ColorQ Pro 7 Digital Pool Test Kit. Very happy.

I wish I had researched PoolHQ before I ordered from them. I placed an order for a pool cover in June, of course they took the money right away but by September I had not received it. I called to cancel, and then I have called 3 times looking for my refund. Its now November and I have not received anything... so frustrating, this company is a scam.

When you call them the phone says a rep will answer your call. Then it hangs up on you. Tried this multiple times. I cannot think of a bigger red flag than this! I never was able to talk to anyone. It's probably just a bunch of non english speakers trying to scam stupid Americans.