National Pool Wholesalers / Internet Pool Group
Reviews and Complaints

I contacted Jim at National pool wholesalers and purchased a pool kit from him. When the pool kit arrived, it was damaged and parts missing. So I refused the delivery. Called Jim and told him of the issue and requested a refund. This was August 16, 2021 .. I was told the refund would be processed the week of October 1st 2021.. today is October 13th 2021 and still no refund. We have contacted our bank only to be told that NPW is lying saying there's a signed contract and it states no refunds. How can a company keep someone's money and their damaged products legally? This is fraud and a scam. Im seeking legal advice and assistance for this matter. $11k down the drain! The shipping company SAIA opened and misplaced or broke the products so they should have to pay any restocking fees or return shipping fees.

In the spring of 2012 I purchased a winter pool cover for my above ground pool from National pool Wholesalers. This cover had a 3 year warranty which covered the seams from tearing and or separating. In the spring of 2015 I found that the seams had torn in 2 places. I filed a warranty complaint and sent photos of the damage. After going back and forth with emails they finally honored the warranty and sent me a new one with a brand new 3 year warranty. This spring (2016) I found that the seams separated in 2 places. I called the warranty number and I was not able to speak to a rep, but was referred to a non functional website, . After searching the web I finally found a site to contact them and did so by email. They asked for photos so I sent photos. We are going back and forth with them saying they would not honor the warranty on the new cover and stated that they were looking at the original 2012 cover and want to prorate the original purchase price to 60% of it's value. After arguing back and forth, I received an email today (06/16) stating that they are closing out the warranty complaint that I filed,

IF ANYONE IS CONSIDERING BUYING ANYTHING FROM THESE PEOPLE "DO NOT"!

Not only was my order damaged when I got it, it came with equipment that didn't work for my application and when contacted about it I got an answer at first with a "partial" refund that did not cover the price to purchase it locally and they told me they would not send another one as it would be damaged in shipment again. As for the other complaint they ignored me until their "90" day return for reimbursement period was up and offered me a lousy credit that is of no use to me because I could not wait for their response any longer and had to purchase what I had to have to use the pool before the summer was over. Terrible customer service as well as vague in what you need with your pool when asking questions about it..

I am completely aware that you must read all materials thoroughly before making a purchase. I understand I ordered the wrong size when I ordered a spa cover from National Pool Wholesalers, but when i could not understand their printed policy because I just wanted to exchange the item for a larger size I called into customer service to get clarity. I was informed by someone named Justin that they DO NOT exchange products even if you are upgrading and spending more money. Because what they want you to do is spend four times as much since you have to return the item at your expense, pay to have it re-stocked at 25% of the total cost and pay their shipping fee, then you can re-order the correct item. Then you have to wait until they get around to crediting your account which takes longer then 3-5 business days in their neck of the woods and its due to your banks slow processing practices.Even though this is the same bank that did the speedy debit when I made the purchase. It just seems to me if National wholesalers were really interested in satisfied customers and great reviews customer service should be on the wed site menu too. That simple practice would help in keeping customers instead of getting rid of them.

Ordered a 25 gauge, above ground, pool liner. Upon receipt and installation, I measured wall thickness because it felt thin to me. Wall thickness was only .016 ins and not .025 ins I expected. Sent certified letter to company president, Mr. Robert Kreitz, for an explanation of the difference. I have received no reply in more than 2 weeks. No where in this company's on-line advertisement of 25 gauge liners does it mention wall thickness is only .016 ins.

Placed an order with this company on a Thursday. After waiting for about an hour for an email confirmation I called to see how long it would take to receive my purchase. I was informed it might take 3 weeks so I immediately tried to cancel. Was told I had to wait 24hrs. In the mean time they had already charged my credit card. Called back Friday to cancel and was told I would receive a refund in 3 days. Checked Wed. and there was no refund. Called NPW back and was told it would take about 3 days for it to post to my account that I should have a refund no later than Friday. Friday comes around again and still no refund. Called my credit card company to report this behavior by Monday I had a full refund.

1st mistake charging my credit card before an item shipped out NOT GOOD PRACTICE!

2nd mistake they give you a major run around trying to get anything done!

3rd mistake they lost what could have been a long time customer!

I ordered 3 items totaling up over $4, 000. One of the items was a spillover spa. When their 3 party delivery company tried to deliver the items the spa didn't fit out the back of the truck, so they took all items back. Over 2 months later I finally got them to re-deliver the items on a truck that could handle the delivery. When I got the spa off the truck and into the garage I noticed the other 2 items that I purchased were sitting in water inside the spa. The boxes were destroyed so I immediately called National Pool Wholesalers and after speaking with several people I finally got the person that handles these situations on the phone and emailed him pictures. That was 2 months ago. They are still going back and forth with the shipping company that delivered the items wanting them to put in a claim on the shipment. Getting resistence from them, they have not made good on the items yet. All together I purchased these items in March and we are now in June and with all the problems from the initial delivery attempt and now damaged items, they still have not made good and have never even tried to offer anything for the screw up and incovienence. I have been patient, but seems like they are not willing to ship me out 2 new items, not damaged. I finally opened the boxes to find things still wet and sent them more pictures, but still nothing. Not even a call back. I call pretty much everyday and to get a manager on the phone is like pulling teeth and they NEVER call back or handle the issue at hand. I bought these items from them and they should honor that and replace them. Not string me along 4 months later. I have now called my credit card to disbute the charge, but in the end until that is resolved, I have to wait without products that work. DO NOT ORDER ANYTHING FROM THESE PEOPLE! THEY WILL NOT HONOR IT, OR RESPOND TO ANY PROBLEMS YOU MAY HAVE WITH THE ITEMS!

Far and away the worst customer service I've ever experienced! I got a defective product (portable sauna, supposed to reach 149 degrees F, only got to apx. 118), and I spent nearly 3 months going around with them trying to get it replaced. My calls & emails were routinely not returned, and when I tried to escalate my complaint to the supervior level after 8 wks, the sup kicked it back to the same guy I'd already been dealing with! When I tried to contact the head of the company, the operator told me that "the owner's not around very much" and that the best she could do was leave a message for (you guessed it!)the same guy. I finally had to file a complaint with my credit card company (awaiting refund). The price was great, but even if the product hadn't been defective, it certainly wouldn't be worth putting up with such poor customer service.

i ordered an inground pool kit from national pool wholesalers and three weeks the pool wasnt shipped out yet. i cancelled the order but thats not before they tried to charge me a restocking fee. it was middle of the summer and i cancelled my order and ordered the same kit from poolspricedlow.com for about the same price. It arrived within a couple of weeks. we tried to install the pool ourserves and we had alot of trouble. we called poolspricedlow and they sent a crew of installlers and had our 20x40 up in three days.

I ordered a 5 person sauna 5 months ago. The sauna arrived in a well packaged box and everything was in working order however they sent the wrong stereo system. I had purchased the sauna and was to get the mp3 player stereo upgrade a $50.00 value for free because of the type of sauna that I was buying. When I contacted them they said it was on back order and would get it to me as soon as possible. Five months later after many e-mails they told me that the stereo company had gone out of business and they would not be able to give me what I had ordered. However, they are still offering this unit for sale on their site today. Beware if you buy from them they will not give you what you order.

I ORDERED A WINTER COVER FOR A 21' ROUND POOL I RECIEVED A COVER FOR A 18' ROUND POOL I CALLED AND TOLD THEM I GOT THE WRONG COVER AFTER 2 WEEKS OF TALKING WITH JIM WHO WAS SO RUDE HE MADE ME FEEL LIKE IT WAS MY FALT THE WEIRED THING WAS THEY MADE ME TAKE A PHOTO OF THE WRONG COVER AND SEND IT TO THEM SO I DID ! THEN THEY WAITED UNTILL THEY RECIEVED THE WRONG COVER BACK BEFORE THEY SHIPPED ME THE RIGHT COVER, I THINK THEY KNOW TEY GOT YOUR MONEY SO THEY DO NOT CARE ABOUT YOU OR WHAT YOU ORDERD ! I THINK ANYONE WHO READS THIS SHOULD NOT BUY FROM THIS PLACE I WOULD HAVE BEEN BETTER OF SPENDING MORE MONEY AT A LOCAL POOL STORE ! THIS PLACE IS BAD NEWS AND JIM NEEDS TO NOT BE SO RUDE !

This company has worthless customer service. We ordered a pool in May, I first called their customer service line and asked to place an order, I was told that it is easier to do so online, then when I did I didn't receive the discounts that I was told I would get. I called customer service once again, I ended up redoing the order over the phone to get the discounts, I paid via wire transfer as I was told that this would be the quickest way to go. I did the wire transfer the same day I did the order and when I called a couple days later they told me they had not received it. I said well it is gone from my account so you should have it, then they said maybe it was still waiting to be approved, I said it shouldn't have to be approved, my bank would not have sent it if I didn't have the money in my account. So about three weeks in to the process I still had not received any word on where my pool was at, I called again and was told that it had not been paid in full, come to find out they were still showing that we owed for what was supposed to be my 10% off discount, after that we went another week with no information, I called once again and was told that now the pool we ordered was now out of stock and we would have to go with a different one. We decide that we would do that if they would make up for it with some extra padding for under the liner, as it was not our fault that this was taking so long. I called another week later as still no info, got at tracking number and come to find out our pool had already been shipped before the last time I had talked to customer service, we got the original pool we ordered. When it got here we were missing parts that we needed, we contacted customer service again and they ordered us the parts, but they were not the right parts, as they still showed that we were getting the other pool, now we are in August and figure out that the parts need to come from a different manufacturer and we just got those parts we needed. Now we are still waiting on our winter cover that we were told would be sent in mid July, it is now Sept 2nd and we have not recieved it. I WOULD NOT EVER RECOMMEND THIS COMPANY TO ANYONE, THE PEOPLE WORKING HERE DO NOT KNOW WHAT THEY ARE DOING AND ARE NOT VERY HELPFUL AT ALL!

BEWARE! I thought I researched online well enough to know which in ground swimming pool company to place my order. Of course, as you can see, there are several companies involved when ordering from NPW. For starters, I hope you have a lot of friends or family that will help you unload your pool. The freight company they contract doesn't have a large enough lift gate to lower your pool from the truck. Once delivered (ha-ha more like, once you deliver it) I found they send the wrong size wall foam & pump. We ordered the 48" polymer and they send 42" foam. The pump wasn't a two speed as we ordered. And last, they also sent 42" steps which we didn't even notice until assembling the pool & concrete was being delivered! I called Kafko direct (Keep this number [protected]), spoke with Tony (ask for him or Scott) and he said I would have my steps in a "couple of days." After threatening to sue him, they were delivered the next afternoon. Speaking of delivery... everything is delivered at different times and took longer than promised. The steps came first, then the pool, the liner, then the slide. Make sure you download the building instructions from Kafko.com because none were included. Just not a pleasant experience to say the least. Definitely shop around! It's been three weeks, and the 42" steps are still sitting in my driveway awating to be picked up as Tony promised. EBAY here I come! lol

I ordered my liner on May 27th 2010. Two weeks later I got a call from Kafko liners which makes the liners for them I guess. The guy asked me a few questions about measurements. I said it has already been two weeks and you are just now calling me. I asked him when he thought it would be shipped and he said in about a week. A week passed and I got an e-mail saying I needed to pick a new pattern and to contact them? I left messages with no response. Finally got a hold of someone at national pool wholesalers and I picked two new patterns. Two more weeks go by and I get another e-mail yesterday saying I needed to pick a new pattern for the third time. It has been five weeks and my liners has not even begun to be made. This is the worst service I have ever had from anyone. They get your money and then could care less about you. I will get my money back and take my business elseware.

Placed an order with this company on a Wednesday. I waited for awhile for an email confirmation that I never resieved. After about an hour called the company to see how long it was going to take to get my order. They told me it may take about three weeks. I immediately tried to cancel the order and was told I would have to wait 24 hours to do so. I waited and called the next morning she cancelled the order and said I should receive credit within three business days. So I checked my credit card the following Wendesday and there was no refund posted. Called back and she told me it mat take several days for it to post that I should see it no later than Friday. Friday there was still no refund so I called my credit card company they said they couldn't see where any type of refund was in process and they start a complaint for me. By Monday I had a full refund on my credit card. I am sorry for the ones out there that can't get what they deserve and amazed that it worked out for me. I will NEVER do business with this company again.
It took this company 5 minutes to take my money and me about 3 weeks to get it back!

Peggy
Martinsville VA

This is the first company that has ever asked me to send them a picture of something I bought because there third party shipper has sent the wrong item. At first they asked me to call some other company that is not even listed then they want me to take a picture. What if I don’t have a camera? They’re business ethics are horrible and I would like a refund I’ll take my business somewhere else thank you. I will make sure WWW knows about there customer service.

I refused to take a picture of this item and send it to them but i will take one and post it here just to show you that they are saying this product is the same. Here is the link to the product.

http://www.nationalpoolwholesalers.com/catalog_order.asp?t=BALLVALVE1-5

Notice the threading on the inside the compression nut at the end and the different manufacturer

I recently ordered a new liner. After completing the measurements of their form, i discussed the form with Jim (their salesperson) and how i was confused about the one break line measurement (box V). Though I made clear to Jim that I wanted the break line to be where the diagonal was for Box Z. I stated this more than once, he said OK more than once.

After i received and installed my liner, i notice the break line is in the wrong area and the liner will not work. I call and email customer service. During the phone conversation the person says the manufacturer built what i had listed on my measurement form, which is true. But they did not build it as I had discussed with Jim, putting the break line on the 19 foot Box Z measurement. She said there was nothing she could do and to call manufacturer. Absolutely useless customer service dept. Their response is always, manufacturer built what was on the form. It is irrelevant to them that their staff did not perform or follow policy of telling me to fix and fax back. In essence they are saying, even if our staff doesn't do their job of identifying errors on measurement form, it is still my fault.

First of all, what are they getting paid for in this process, to just take my fax and fax it on to the manufacturer? Do they not train their staff well enough to recognize that the “2” i put in Box V should have been a Zero if i wanted my break line on the Z line. If their policy is as they say and their staff is trained properly, Jim should have said, ok, if you want the break line where Box Z is, you need to change Box V to zero. He did not do this. He just said ok when i stated where i wanted the break line.
I then get an email response from customer service stating that their staff isn't allowed to write on the measurement form and that if changes needed to be made I had to make them and fax back. This after i emailed them and made clear that this is not what their salesperson did. They basically said, too bad, and closed the ticket. I was never told this when i told Jim where i wanted the break line, he just said ok.

When i called Jim back and discussed with him, he was sympathetic and he agreed that I discussed with him where i wanted the break line. Trying to fair, i said, I am not asking for liner, all i ask is that you process my order at cost with no mark up. This way they don't lose any money and still made the profit from my original order. I even spoke with the manufacturer who agreed to discount the liner to them, but said i still had to purchase through their distributor. I said ok. Jim agreed to do this on Weds. June 2nd. He also agreed to "rush" it so that i would have time to get installed before July 4th. I have since, called, faxed and emailed Jim numerous times on Thursday, Friday and today. Now, i cannot get him to respond. I am approaching July 4th with a pool that cannot be used.

I think i have been more than fair and yet i seem to be getting the ignore treatment now, and I don't understand why. To make me happy all they needed to do was process my new order at cost, which would cost them nothing but 5 minutes of their time.

I ordered a part based on the filter model, i thought i was talking to knowledgable person, they told me the part i needed, well they were wrong, charged me an astronomical restocking fee and delivery put on holdcharge, it only took minimum 8 attempts and a week and half of phone calls only to be practically double charged, above all this they must gave me about 4 different price's for returning the wrong part.
HANDS DOWN THE WORSE PEOPLE TO DEAL WITH, DO NOT BUY FROM THIS COMPANY ...YOU WILL ONLY GET JERKED AROUND UNTIL .