Pool Warehouse
Reviews and Complaints

Absolutely terrible experience. We purchased a pool on May 27th and it stated the Pool would be shipped out in 7-10 business days. That of course passed and the shipping went from 7-10 business days, then 12-15 business days and now it's at 15-20 business days. I have called numerous times and spoke to the same person. I was told that my order was fulfilled and everything is in stock and will she by the end of the week. No change in shipping status. I called again today June 17 and was told that all order place before May 28th would be shipped by next Monday. For one, if there's an issue with shipping then it is their responsibility to update the customer. I told them that if my pool does not ship by next Monday June 21 then I want a full refund. We have been prepping the ground for the pool and trying to time it correctly so that our hard work and money that we had to spend to get the ground ready isn't wasted. Well, it already has been and we've had to continue to redo the hard swirl we've put in because the pool isn't here. I will never order from this company again. Either ship my pool or give me a full refund and I will invest my time and money in a local business that will give me my pool the same day. You guys should be shut down for your greediness and inability to communicate with customers. If you can't keep up with the orders then stop taking them!

I did not have a very good experience with Kelli. I ordered ladder with steps for the deep end of our inground pool and a new hand rail for the steps on the shallow end on May 24th. I used my PayPal credit account as they are quicker to get the funds to the vendor and Pool Wharehouse received the $824 + dollars that day. After several less than informative emails with Kelli it appears they were ordered on May 26 and will not ship for 25 to 30 days (which was not in their online ad nor on my order invoice). Today, June 30th, I received the plastic inserts and the white concrete covers in a tiny little box so I called. Although Kelli is sorry she just followed up on my ladder and hand rail with a Smith Co that informed her these were out of stock at one of their Wharehouse and they would be shipping them from another...in about 5 to 10 days. First off, if they had at ANY point contacted me by email or phone to tell me they were out of stock I might have ordered something they DID have in stock. Also, they only communicated with me when I would check the status if my order.
This company has used my money, interest free for 45 days but I will now have to pay PayPal almost $32 in interest. If we do not receive these items by July 9th we will file with PayPal for full refund and the interest as they will be 45 with $20 of useless hardware.
DON'T USE THESE FOLKS...KELLI HANDLES "400 clients a day" but not very well. They may be the biggest but certainly not the best.

This is our first interaction with Pool Warehouse and it was a very disappointing one. We ordered an air hockey/ping pong combo table as a Christmas gift for our children. We contacted the company on several occasions to check on the shipping status. The first communication, via phone, we were told that we would receive a call back. That call went unreturned, we then, as a follow up, sent an email and place another phone call, understanding that we would not get a return call on a Sunday. Monday morning we place another call cancelling our order, again, no return call. We called again, to then speak to Jim. Jim stated that our order was shipped on Friday, however was unable to tell us where our shipment currently is, as he was unable to track it. He did inform us we could not cancel because it was already shipped and we would be subjected to a 20% restocking fee. We disagree with this, if we had receieved a return call on Friday as we were told we would have been able to cancel in time. Jim inform us that the person responsible for returning our call, was out of the office last week, and would not have been able to return our call, we were not informed this last Friday. Jim also refused to give us the name of someone else in the company that we could speak to. We are upset and disappointed that the company is not taking responsibility for the lack of communication that could have prevented this entire mess. Never again with attempt to do business with this company.

We purchased two Ledge Lounger chairs, two canopies, two headrest pillows and a table from the Pool Warehouse. Our reason for purchasing them instead of Ledge Lounger directly was because their website stated each of these items ships in 1-2 business days rather than up to two weeks if ordered directly from Ledge Lounger. This turned out to be false advertisement. We tried to contact Pool Warehouse multiple times via phone, email and support to get a status on the shipment of our order, we could not reach anyone or get a response. Finally, after two weeks we were able to get some sort of "bot" type responses on their *** chat. Since we still couldn't get anyone in person or answers to our questions we asked that our order be cancelled, we were mostly concerned as to whether the company was even open and we paid a lot of money for the items we ordered. All of a sudden they were calling us and responded to our emails. They said they couldn't cancel the order because it had already shipped. This was also not true, we received the shipping notice later the same day they reached out to us that the items shipped that day. Ultimately, we didn't try to dispute it any further because we really did want these items. We also feel like they charged us way too much for shipping, I think that is partly how they make their profit. We didn't realize that they were just a middle man. They ordered the items from Ledge Lounger and Ledge Lounger shipped them to us directly. In the end we could have just ordered them ourselves from Ledge Lounger and paid less since they stuck it too us with the shipping fee.

The Ledge Loungers and accessories have all arrived in excellent condition and we are happy with the products thus far.

Bait and Switch! Buyer Beware. I used a coupon code to purchase over $7K of pool accessories. The orders went in fine to their website. No errors. My card was charged. The orders sat for 4 days and then all of a sudden they were all cancelled, stating invalid coupon code. Now I have wasted my time in selecting and ordering the items and 4 days. Today, I am left with nothing except a waste of my time. Further, I contacted this company to see what could be worked out. I understood that it was an error in their system and I asked if we could work something out that was fair. I was offered nothing at first. 20 minutes into my conversation. Later, I was offered $25 off $7,000 in merchandise to accommodate me for my time... After this useless offer, I was told I could get the $25 off if I just left items in my shopping cart long enough. Great, so back to ZERO accommodation for my time and for me, apparently, finding a website vulnerability. I was then informed that the Owner of the company was made aware of the "vulnerability" in their website and my orders and absolutely did not want to offer anything to me to accommodate me. This type of service, or lack there of, tells me that I will spend my money elsewhere. I can't imagine putting in a pool with these jokesters. If one thing goes wrong, good luck with "customer service". This should have been such a simple issue to resolve and avoid this review entirely. The owner could care less about a new customer. Good luck with your business if you can't resolve issues like this quickly!

I'm a CTO for a major company. If I had a vulnerability/error in my systems, I would work my you know what off to accommodate the customer. But then again, we care about our existing and potentially new customers. Pool Warehouse does not.

Do not use this company. The people are nice but they are incapable of getting anything done. It has been a nightmare to deal with them and I started the process last December. Their process for ordering a liner involves way too many moving parts and you are not able to contact the actual manufacturer or Poolwarehouse for that matter. They messed up my liner by not following the photos and CAD drawings that were sent to them. It was only until the liner was being installed that this was uncovered, despite me asking them to confirm the design a week prior to installation. Once communication was open several days later I was told this would be expedited and I would have the liner in 2 weeks. It has now been 5 weeks and I still do not have the liner. Customer service is impossible. I initially asked for a refund and they recommended to stick with them because it would be most time efficient. I pushed and the answer was still no. I wanted to use another contractor. Two weeks later when they still didn't have my order placed they said it would be best to give me a refund, likely because they got sick of dealing with me. I had to pay $2500 for the installation of the incorrect liner, now there has been a huge hole in my yard for 5 weeks just getting worse and worse. My quote to fix and install a new one because of Poolwarehouse's error is $3000 and it's 90 degrees outside and my pool isn't functional. So I've lost 6 weeks and $3k. There are plenty of other places to purchase liners, I highly highly recommend going with one that has a clear cut process and not deal with this business. This is the first time I have ever left a review for a company because I deal with furniture manufactures all the time and am generally very understanding of these kinds of issues. There is a severe issue with their business process that only serves to cause problems. They should rectify it or else I have no idea how this company exists. I feel like I've been a victim of fraud.

My husband and I debated for the past 6 months on whom to buy our pool from. Our installer recommended Pool Warehouse because that's where he buys all of his pools from and had a good experience with them thus far. So June 2022 we ordered our pool. We actually were amazed of how quick we received it. We did get 2 separate shipments before we received the actual pool. After inventory within 2 days of receiving it, we realized we had an entire end of the pool missing in addition to one damaged piece and a few other pieces missing. I called to let them know so we could get it as soon as possible and was told a claim had to be put in. I went through the process paperwork (that day) and pictures and over a 4 week period of constantly trying to communicate with the customer rep, I was devastated. He was very rude on the first call so I tried to switch but he told meI couldn't. I tried to be as patient and kind as possible, but he did not care. I was told 2 to 3 weeks to get replacements. He would never have an update for me and only responded to a couple of emails. After a month we were tired of trying and started the process of fighting the credit card charge because he was not helping us and we spent $23,000. My daughter came across Chelsey's name on lots of reviews of how great she was and also helped others, like ourselves, who were getting no resolution. I emailed her and within 24 hours of her expedited help and kindness, we had a tracking number with our replacements on the way. This totally changed of how we viewed this company. She is an amazing representation for this company and does it with pure genuine kindness. She even apologized for how our situation was handled by the previous rep. So when you have someone like Chelsey that cares about the company she works for and people , that you will get AWESOME customer service. Thanks Chelsey for being there to help us. We truly appreciate your amazing efforts to make this right. PW is very lucky to have you!

After spending all winter deciding on whether or not to attempt to install an inground pool this summer for my kids I decided at the end of February to order a polymer 20 x 40 pool from pool warehouse. On March 2nd I ordered the pool over the phone with the help of the sales rep. He was very pleasant to deal with and a very big help. On March 2nd I was told by this sales rep congratulations your time starts now to receive your pool in 4 to 6 weeks. I was excited and told my wife and kids we should have our pool within 4 to 6 weeks. So after finding out that I should have my pool kit within 6 weeks I decided to schedule my excavation with a local company, and I also got a hold of 2 other local companies that I hired for cement work and electrical and plumbing work to let them no a timeframe for the job to begin. On March 24th I called to see if everything was still good to go and could not get through to anyone and had to leave a message. After waiting 2 days with no one calling me back I called again with no answer and being told to leave a message. So I left a message to which no one got back to me. I then decided to call again on Monday March 29th and finally got a hold of a customer service rep. I asked the rep if I could get an update of my pool kit to which he responded that they did not no for sure when I Would be getting the pool kit but his computer is estimating sometime in June. I told him that this was unacceptable and that I was told 4 to 6 weeks nd that I already hired contractors to start working in a few weeks on the pool. After not getting anywhere with this rep I asked to speak to a manager or someone hire than him. He put me on hold and got back on the phone and told me I can either cancel my order or wait for it. I again asked to speak with a manager and he repeated what he just told and I said that was unacceptable. I again asked why I can't talk to a manager and he responded that they told him to tell me to cancel my order or wait. I told him that was unacceptable and I became very frustrated not being able to talk to someone else and I told him I needed to speak to someone else and the phone call then went silent with no one on the other side responding. I Waited on the phone for around 10 more minutes with no one on the other end. I decided to hang up and call back and ask for my original sales person to which after waiting for about 20 minutes I was transferred to him. I told him what was going on and he said let me take a look. He was being friendly about it and trying to help and looking the order over and noticed that the sales paperwork didn't actually get signed until about 2 weeks after originally being thought it was done because someone on there end forgot to add the cozy cove on the first document. So this essentially delayed the start time 2 weeks. So after this I asked the sales rep what about the 4 to 6 week frame time i was told the pool would be to my house? He responded saying that he never said that, to which i responded yes you did. I remember this because as soon as I got off the phone with him I told my wife that it will be here in 4 to 6 weeks. After the sales rep noticed some mess ups with the 2 week wait due to the cozy cove not being in there he said has going to take care of it. After waiting on a brief hold I was transferred to some lady that says how can I help you. I said I was just waiting for the sales rep to get back on the phone with me. She told me that he transferred me to her, which caught me off guard. She was very friendly and tried to help me out and looked a little deeper into the situation to which she said the first person I talked to never should have told me about an estimated arrival time of June and that they don't no when it will be in. I mentioned about cancelling the order and she said there will be a 20% restocking fee and that they liner was already cut so I Would have to pay for that as well. So essentially this would cost me about $5,000 because they lied to me or forgot to inform me about how long it would take, and now I'm not sure if my cement guy has time to work on my pool this summer so now I may be stuck with a $16,000 dollar pool and not be able to put it in until late this fall or next year. Was told to call back in 2 weeks to get an update. Not happy at all with this company. Seems like they can't handle the amount of work they have. Hopefully my experience with this company gets better but as of right now it's not looking good.

My complaint centers on the fact that the Pool Warehouse was not forthcoming about the delayed shipping and missing parts of an above ground pool. On ***, I purchased an above ground pool kit and at this time was told the product would ship within 2 weeks and that 2 people could put the pool together. Over the next 10 weeks, we still did not have a pool, I was told a variety of reasons for the nature of the delay, which all related back to ***. However, there was no problem taking our $*** for the product all of this time. The kit finally arrived at the end of ***. However the name of the pool is different than the one we purchased. I emailed *** about this and was told it was the same pool. Who knows if this is correct. Necessary pieces of information was missing (ie: quantity of sand needed), screws were missing (we purchased) and 5 weekends later the pool is still not complete. We only received the pool pump at the end of *** and was never told this would be arriving a month later. We have now *** discovered they sent the incorrect liner receiver for the beaded liner. So, still this pool cant be put together. We will now need to get this item and hope nothing else goes wrong. Six months after ordering this pool, it is still not put together. The liner did not include adequate instructions and we had to go all over the internet to figure out how to install. When you call Pool Warehouse, they never answer their phone. This is the absolute worst purchase for the money. The customer service is horrible, instructions are not user friendly and we feel they will tell you anything just to make the sale. We have no confidence in this company or that this pool is even safe to use. We want the correct liner receiver immediately sent to us by overnight mail. If not, the we will purchase from a competitor that has been more helpful in getting this pool together. Summer is over and we have a few weeks of warm weather left. We would like to be able to get some use from this pool.

Our pool slide we ordered came in with the wrong turn; other was on backorder- we encountered a cost to fix the plumbing to match what was sent. We purchased our slide with our pool kit. The slide was on backordered when we ordered which was fine as we had plenty of time. Once we recd our slide we opened the box and realized the wrong turn was sent to us. We had designed the pool and plumbing for a right hand turn and were sent a left hand turn. We called and were told they would check into this but the correct slide turn was on back order and they were not sure when it would be shipped. After being told about the logistics of their mistake (i.e. ship back the wrong slide, order a new slide, ship it back to us) we mentioned that we could check with our plumber to see how much it would be to change the plumbing for a left turn slide. The pool warehouse representative sounded excited about that possibility and indicated that they would give us credit if we were able to get that done. The plumbing cost was relayed to pool warehouse, $*** to have the plumber come back out and fix the plumbing, and he indicated that they would have to ask a manager to approve a credit. We received an email a few days later indicating that $*** was the credit they would give us. I communicated and reiterated that the credit, while generous, still did not cover our cost to fix their problem. The representative's response was that was all they could do. I informed them that we were only talking about $*** difference and that I would pass along my feedback to others regarding the customer service we received regarding the wrong slide and credit compensation. We have not received any communication back after two more emails. Today, we provided the feedback on PoolWarehouse's *** page which is what they ask for and created a post stating how we were pleased with the service up to the slide incident. We detailed out what happened as we have here and our post was taken down off of their *** page within 5 minutes. It is very disappointing that as a customer, we received the wrong product and we tried to come up with a win-win solution for both parties which is what pool warehouse should have initiated but it was us that attempted to find a solution. When that was agreed upon and we made changes at our cost to then find out that the credit would not cover our cost was disheartening. On top of that it seems like pool warehouse, or the individuals overseeing our slide incident, do not care about the customer.

Partial shipments and damaged product. Customer Service is almost null and void. Can not get a answer where the remainder of pool is. I purchased a In Ground pool kit from *** at pool warehouse on ***.I paid &*** Invoice No: *** Received an email the following work week with drawings of my pool and worked with ***. on the design. at this point I had very high hopes that this would be a great process. One month later i get a call from *** asking me when i good time to deliver would be. We set up a time and heard nothing from them the day of delivery. I called the following day and was told that my shipment had been held up in ***. and would be delivered the following Monday. Delivery truck showed up Monday and all that was on the truck was two skids containing the *** pool base and the 4 corners of the pool with all the braces. the pool coping was very badly damaged and I did not accept that. I immediately emailed Pool Warehouse and received an email saying it could be 3-5 business days before I had a reply. I was contacted by *** saying that she needed a list of what was delivered and a copy of the contract stating all the rules of the delivery process. I replied with pictures of what I received and a list of the few item in my possession. She told me that she would have to work with the manufacture to see where the remaining parts were. Almost a week later I received an email saying that the remainder of the pool was at the trucking companies dock. I contacted the trucking company to verify that it was in their possession and asked them to send a list of everything they had. The following Monday (today) a box truck showed up with the pool Liner, Pool filter and 3 bags of sand for the filter and the 8 ft white steps. That was all they had. I explained to the driver that there should have been allot more and he told me that it may have been sent with another carrier. After he had left i had help moving the steps and noticed that they too were damaged. I immediately called the trucking company and was told there was nothing they could do and I would need to call the shipper. I took pictures of the damage and sent them to ***. I called the *** number and talked to a sales rep that tried to get me in contact with ***. He then told me that she wasn't there today and didn't know why but that he would email her and let her know to call me about the situation. All i want is my pool and to know where the remaining 3/4 of my order is. I believe that if you spend over $*** with someone you should receive much better service and shipping information. I'm at a total loss of what i need to do and now I'm worried I'm never going to receive my product.

Bad delivery dates and pool was missing pieces and damaged. Spoke with customer service, response was basically it was my fault. I was told the delivery was going to be 2 to 3 days, and it took about 8 to 10 days. The pool was dented on the top of the side walls about 1/2 through the roll. Several pieces were scratched pretty good. I purchased coveing for the bottom of the pool edges and I did not receive enough of them to complete the radius of the pool. The pool is an 18'x34'x52" oval pool, their website is automatically converting the order to a 16'x24'x52" pool. So it will always send less than you need. Over 2 dozen of the 10 by 1/2 screws had the heads broken off, so they had to be bought by me so I could continue with the install. I went to *** supply (a company that specializes in fasteners) and bought these. The liner was not folded properly for the box, so we could not go by the instruction manual for the placement in the pool. The center line for the liner was wadded up and could not be unfolded and placed as instructed. Once the liner was set in place and water was being placed in it, we notice there was NO plastic coping sent with the order. The Pool Breakdown booklet shows on the installation diagram that it is supposed to have the coping, but none was included. I sent an email concerning all of the problems on ***, and I called on the morning of the ***. I spoke to a customer service rep. in the morning call and she stated that *** was my rep. and she was on another line. I was informed that as soon as she finished with her customer she would call me back. A hour later I had to call back to get in touch with her. She stated that it was my responsibility to check every single item in the delivery as soon as it arrived, that was the company policy. Then she wanted to know why it took a week for me to start to install the pool. This is none of her business, but I informed her that for the last week it has been raining everyday, some days heavy thunderstorms and one day we had a hail storm. She informed me that the manufacture sent the coping and she would contact them but since I signed for the pool there was basically nothing I could do. She never addressed the lack of coving sent for the pool, and once again told me that I should have opened each and every box on the side of the road and inspected all 100 plus items right there before I let the *** guy go to his next delivery. Then she said she would call me back. She didn't call me back. Later on the *** I called the customer service line again and asked to speak with a manager, I was told that the man I was speaking with " *** " was a manager and he could help me. I told him everything that I stated above and he basically told me the same thing that *** said. He stated that I should not have signed for the delivery if I did not go through each and every box on the pallet. He stated that if it was on the delivery ticket then it was delivered, period. I stated that if that was the case then why wasn't the screws in there own boxes, if everything was placed individually as he said, then why were the screws placed in boxes with other parts and why was the signage placed in with the sidewalls and not their own boxes. If every part had its own box then this should have been the case. Once again the damaged materials were not addressed. I was told I could file with ***. I reviewed a copy of the company policy for delivery and it doesn't state anywhere that I could find that I must open each and every box on the side of the road to check for each individual item and piece before the driver leaves. The plastic coping cost me additional time and money to purchase if I want to put my pool together. I asked to speak with their manager and *** told me that there was no one higher up to talk to about these problems.

I paid for my pool 10 weeks ago. Four deliveries have been botched, and I cannot get in contact with customer service to provide me with an update. We ordered our inground pool mid-*** (PO ***). We were told the pool would be delivered in 2-3 weeks once engineering specs were approved. However, when we received our engineering specs, they were wrong. It took over one week to get in touch with someone at PH to correct the specs and finalize our order. Once specs were approved, I spoke with sales (***) and specifically asked if *** would cause delay. He said "No. We are all still working." This induced us into buying the pool. Interestingly, ***, the day we signed our contract and submitted payment, is the same day *** shut down all non-essential businesses (which means on that phone call, the sales person knew there would be a delay and didn't warn us). Several weeks later, we received an email and call at ~4:50 p.m. on a Friday to say our pool would be delayed several weeks and to not call them back because they're too busy to take calls. A few weeks after that (***), we received an email that our liner was out of stock. How is it possible that PH (or its supplier) doesn't track inventory when people submit orders? I'm unclear how it took nearly 6 weeks for someone to realize they didn't have our liner. That same day, we updated our order to substitute a new liner. Finally, delivery was scheduled for ***. They delivered someone else's pool to us. Redelivery was set for ***. When that delivery arrived, the panels were so severely damaged that they had to be sent back. Redelivery was then set for *** (10 days is a very long time to wait for a screw-up that was not our fault). For this delivery, we were contacted by two separate delivery companies to confirm different delivery dates, which was very confusing, and should have been communicated to us by PH. So for Part 1 of delivery attempt #3 on ***, only 5/17 panels were delivered and some were wrong. I checked with PH to ask what pieces were set to be delivered next, and they said the person who knows about our account wasn't in the office that day. I'm unclear how they do not have a system to keep track of this sort of thing. Part 2 of delivery attempt #3 arrived on *** and had the same issue - some panels were wrong and others were missing. Almost 3 months after paying for our pool, and we're still waiting for missing panels that were never delivered. Throughout this 10+ week ordeal, we've sent countless emails and have left many voicemails. Some of the people we've talked to have been very nice, and others have been rude and completely unhelpful. The only thing that prompted a proactive response from PH was for me to comment on one of their social media posts. Interestingly, I noticed that they hide/delete all social media criticism. While they have claimed in other Complaintsboard.com complaint responses that it's a supplier issue caused by ***, they have done next to nothing to clearly communicate the issues and set expectations with customers. Also, their claim that it's "busy season" is a poor excuse. If they're selling lots of pools, that means they're making money, and if they're making money, then they can hire staff to handle customer support. Despite the many blunders, the lack of communication has been the single largest source of frustration. In addition to poor communication, their shipping arrangements are a complete disaster (the only constant in our several attempted deliveries was shoddy pallets that were broken/about to break and ill equipped to hold the panels). They are completely understaffed to handle customer support (despite claiming in a *** video that they have world-class customer support). I have taken off over two weeks of work to build a pool with the expectation that PH would competently handle my order, but that has unfortunately not been the case to date.