Pool Supply World
Reviews and Complaints

Bought a AquaBug Above Ground Automatic Suction Side Pool Cleaner in September and stored it away as a backup. Need to use it now and it does not work. Cannot hear anyone on your helpdesk line. Cannot speak to anyone in the US. Order number [protected]-[protected] Item ([protected]) $199.00. Bough Sep 16, 2021 and I am assuming that I can kiss this money good by as you are not standing by your products. Very sad as I have bought a lot from this company in the past, buy an American on the purchase desk. If you do not contact me very soon, then I am forced to complain further online. D McColl

I bought my pool from Pool Supply World in January 2019. Upon receiving it, there were issues with the pool. The included the wrong cut list that described what tubes to cut. The original liner that was sent had a cut in it at the bottom that it looked like someone took a razor knife to it. During the first year, the pressure gauge rusted apart. We called them for a replacement and was told it would be replaced. The replacement part was never received. The following year, the pump housing cracked. We again called them for a replacement, in which they stated that part was not in warranty. They offered to sell us a new one. When the pool was purchased, they told us it had a 15 year warranty.

This year we noticed the liner had a hold in it the size of a silver dollar where it apparently split. We were told to call the manufacturer. To which was told because the split didn't occur where the seam was, they wouldn't honor the warranty. We went back to pool supply world where we are told we could buy another liner but they were not going to honor the warranty.

This business does not value customers they scam artists, they sell items that are incorrect and then will not issue a RMA return ticket for a full refund. I ordered a UV lamb for my Delta Elektra Pro EP-20, the bulb required measurements are 35 1/8"they send me a bulb that measured 33" over 2 1/8"to short for my system. Tom Antonson, he requested I send pictures to make sure the bulb was 2 1/8" to short, which I did even though I found it very hubris to say the least since for the past 15-years I have replaced my systems UV bulb and know what size it requires. After receiving the pictures Tom emailed me back stating that a RMA ticket would be issued in 72 hours. Then one day later on 7/17/2020 I received an email from customer care Miss Maura stating that they had 3-5 business days to issue a RMA return ticket, and after several email correspondence it became clear that they would not honor their own policy, to this day I have not receive a RMA return ticket. When I did not received any correspondence back from Pool Supply World on 7/23/2020 I send the incorrect UV bulbs back at a cost $34.96, to this day they have not excepted the return UV bulbs even though FedEx has been trying since 7/28/2020. This company cannot be trusted and are not honest brokers. Filed a BBB complaint and alerted my CC fraud department.

Pool supply world is the worst company I ever purchased from. They just sell trash
Do not buy from them.

I purchased the catfish pool vacuum and it does not work, I wanted to return it and they rejected me.
They told the that I can return it in 90 days but after 0ne month of purchasing they will not take it back.

We have purchased many items rom them but in the past they were different now they lost our business for ever!

Awefull experience. I did not get the brand name I purchased. Their only explanation was "believe me it is made up of the same chemical". That's like buying a particular brand name purse, say Coach, and a genetic vendor comes and tell you and swears that his purse is made up of the same material as Coach... Likely not. It does not feel good. I feel that they just stick to rear end... Not good experience. I think that we are entitle to get the brand we buy and not come with the reasoning that "believe it is made up of the same stuff" BS.

They do not deliver the brand you purchase.. be careful!

I ordered a Polaris 280 and was sent a Polaris 360 which is very different. After a week of trying to get in touch with someone, I was told it would cost a 15% restocking fee plus shipping. This was their "mistake". Why should I have to pay? I read other reviews with the exact same issue so I think this is a scam. They charged me over $100 for absolutely nothing, other than a lot of stress and headache. Never will I buy anything from these people again.

I bought several parts from them and the email stated that they will be shipped within 12-14 days.
I checked the status every day and I called them to find out what happened. They said there was something wrong and they have no information when the order will be shipped. If you don't know, then who the hell knows? Terrible. I paid money to hear "sorry, but we don't care and are not in a rush to send you hat you paid for"...

I have purchased a filter from www.poolsupplyworld.com and it did not work properly so I contacted customer service and asked for a refund. They said that first they need to contact the manufacturer to see if it was possible and they promised to contact me back later.
Later they said that manufacturer refused to refund my money. I said that I did not care what the manufacturer said. They sold me a defective product and were supposed to refund my money. They promised to think of something.
Later when I called they just hung up and they did this over and over again. What a scam! Avoid this dreadful company!

I have ordered a robotic pool clearer with a warranty. When it arrived it looked strange. Something was not right with the box, it looked a bit battered. I decided to try it but it did not work. I thought that since I had a warranty it would not be a problem to get a replacement or at least get this one fixed. Emailed PoolSupplyWorld customer service about my issue and received no response! I also tried to call, but nothing!

I bought motor block for the automatic cleaner from the company www.poolsupplyworld.com. The seller provided one year warranty and assured that we would get the fast and perfect repair services. It was blah-blah, because the robot and the motor broke as well after 4 months, but the seller simply refused to pay for the repair services. Please, help me to get money from this company, because they are liars.

Horrible. I'd like to know how many of these reviews say PoolSupplyWorld have great customer service when I can NEVER get them on the phone? Sounds a little made-up. I've been trying to deal with them for two weeks on my order and all I received so far are the Pool Liner Coping, and I'm still waiting for my liner. I finally received a shipping tracking number for what looked like my entire order, but all I got was the coping. Meanwhile, they already charged my credit card so I can't go out and buy another liner, now that I've already wasted 2 weeks of a precious summer here in MI (we barely get 3 months of swimming weather). They've only called me back once from the emails and voicemails I've left them. JUST HORRIBLE.

I'll never do business with them again, ever. Now if I can only back out of my order so I can get one from a legitimate vendor. Really, are you still in the 80's over there? You can't have your warehouse communicate with your ordering system so we know the "real" status of our orders, not just some bs "we need to contact our warehouse to see if it shipped" excuses? Never again.

I almost forgot about this company, but when I was reviewing my favorite pool supply company, a painful memory popped up. I hope they have improved their processes, and they probably have - or maybe I was an isolated injury.

What happened was that I called poolsupplyworld a few years back to get some advice on how to fix my pool filter. I got transferred around until I ended up with a very grumpy [rude!] young man who acted like I was wasting his time - he actually said I should call a local service company to come fix it - I was tryign to buy something from them! As I calmly persisted to ask what I needed [to buy] to fix my filter, he eventually went silent, I think I was put on mute. Then he spoke up and said that he's "really busy, maam" - and then hung up on me!

I fumed for weeks after that - nowadays we have forums like measuredup - to make these rascals come to light!

I cannot recommend this company, or any company who treats their customers this way. Stay away, you've been warned!

I ordered online, got a conffirmation, item shipped 3 days later. Ok, good - i thought. Waited and waited for the item, it didnt show up. I never got an email tracking number sent to me, and try to get someone on the phone to help you! this outfit thinks everything runs on autopilot - well my order got screwed up and i couldnt get any help with it.

The shipper, it turns out, LOST my package. Everyone kept saying it was delivered, but it never showed up here. When I finally got someone to return my call (after literally, 6 calls to them), I was made to feel like I stole the package and didnt want to pay for it. It never arrived here, even though they said it was delivered.

This went on for weeks, and then 2 more weeks to get my refund - IN FULL, because they had the nerve to charge me for the shipping on something I never even received!

Do yourself a favor, avoid this company.

I ordered online, got a confirmation, item shipped 3 days later. Ok, good - i thought. Waited and waited for the item, it didnt show up. I never got an email tracking number sent to me, and try to get someone on the phone to help you! this outfit thinks everything runs on autopilot - well my order got screwed up and i couldnt get any help with it.

The shipper, it turns out, LOST my package. Everyone kept saying it was delivered, but it never showed up here. When I finally got someone to return my call (after literally, 6 calls to them), I was made to feel like I stole the package and didnt want to pay for it. It never arrived here, even though they said it was delivered.

This went on for weeks, and then 2 more weeks to get my refund - IN FULL, because they had the nerve to charge me for the shipping on something I never even received!

Do yourself a favor, avoid this company.

"No problem" is what they said when I wanted to return this piece of #$%^@ pool cleaner to them. I told them that I tested it out and it didn't work. I called to get some tech support, and PSW referred me to the cleaner manufacture. called them, went thru steps, but cleaner would not operate properly [in my pool]. PSW told me to return the item, and depending on it's condition, I may have to pay a 20% return fee. OK, I agreed to that, paid to have it shipped back - and now have been waiting for 6 weeks (!) to get my money back. I'm ready to dispute it on my card, but thought I would vent my frustration here first and see if they will return my calls, and more importantly, return MY MONEY!

Fell in love with the site layout, but is anyone home? I can't get any attention, and have sent 4 emails and 3 voicemails. All I really need is some help with the part I ordered. It looks different than the old one, and I dont want to tear down everything until I know. I guess I have to go out to the internet to find my answer, but it would be nice if the company you buy stuff from can give support on how to use their products. That, plus the non existent communication after my transaction was complete makes this company a low baller, not recommended!

Ordered a heater part for our Laars pool heater. They had a good price on the item - and I received it in about 10 days (yeah, I know, but that's not the source of my complaint) - the item was not what I ordered, (pressure switch), but was a cheap knock-off no name brand. It doesn't fit. It's not what I orderd! When I called they told me that the part # I orderred has been replaced by what they sent me. That's a Lie! I called the manufacture and they told me differently - my item is very much available. I paid full price for the real thing, and they sent me something that costs them much less than the real thing. I hope this embarasses you poolsupplyworld - you've lost me as a customer!