Wild West Pool Supplies
reviews and complaints

Ordered Pentair baskets and weirs, R38013A and R38013B. Received R38013A, they were correct. Two weirs were received in identical packaging and labeling. Parts were also labeled R38013B. These parts were not the same. I called support at Wild West. They asked for pictures of the parts and in later in an email pictures of the shipping package label. I took the time to provide this information. Then nothing for about two weeks. Last night I noticed an email from Wild West " Hi Larry, I hope all is well on your end. We have received and update from our distributor. They claimed that you received what was ordered. I have also placed the parts details below for your reference. We sincerely apologize for the inconvenience. Please let me know if you need help with anything else" Take care, Mindy.

So, I RECEIVED THE WRONG PARTS PROVEN BY THE PHOTOS AND PACKAGING AND THEY BLAME IT ON THEIR DISTRIBUTOR AND SEND A NICE LITTLE POLITE LETTER TO ME TAKING ZERO RESPONSIBILITY FOR MY LOSS OF MONEY AND TIME.

This was my first and last dealing with Wild West. Used them because they provided measurements and details of the baskets and weirs. What a mistake on my part.

As an owner of a 2003 *** spa (out of business), it's always a challenge finding parts. Our local spa repair company recommended a replacement part from Wild West based on their past experience and compatibility with my old spa. After placing an order, Wild West contacted me since the part I ordered has been discontinued and they didn't have enough to fill the order. They provided another compatible part (that turned out to be even better quality) at the same price. Their wonderful service team made an extra effort to make sure the part, one I asked for and newer version, would work in my spa. They were very nice and super helpful. Once we confirmed the part, they shipped out my order quickly. The part worked perfectly and was better than expected. I decided to order a couple more spares since it's so hard to find the right parts. I will definitely purchase from them again.

I ordered a replacement six way valve for a Pentair Tagulus filter. Initially I thought it did not come with a gasket, collar, and bolts so I wanted to cancel the initial order and reorder everything at the same time to save on shipping. A fellow named *** quickly and politely responded over the Memorial Day weekend to cancel the order and refund the charge. *** was able to give us guidance to ensure the additional parts were included in the original order via a parts diagram so we reordered the item. It came within a few days via *** and the tracking was accurate and timely. We were very pleased with the item, it was expertly packaged without a lot of wasted material. The item is in operation now in my koi pond setup. *** must have responded at least five times to various questions we sent. This was the best price for the item and it was made by the original equipment manufacturer.

First, ALL their reviews are FAKE. Why would a *** have so many reviews in the first place? and 5 star every time? I also realized, met complaint is very similar to many out there.Ordered 8 pool filters on 4/1/2022 paid in full.4/15/2022, I reach out because I have no word from them let alone a tracking on the filters.4/18/2022, they email saying that the amount they initially charged me on their sites is too low. I had to pay an extra $88.00. They informed me they had emailed me and CHECK MY SPAM. Nothing there, like many other cases of others complaints, they ask to check spam, which really is BS.4/20/2022, today as I write this, I am calling my CC Company for a chargeback.TOTAL WASTE OF TIME. You will always get your money back from these sleezy sites, but its the time wasted that is really what matters.Their phone never works as well. How odd for such a greatly reviewed site!

Wild West Pool Supplies are SCAMMERS! run away fast. They advertised a chlorinator online WITH a 12-month salt cell for $659. After emailing the company to confirm stock and getting a very well written response in perfect english, I placed the order. Four hours later they claim there was a problem processing my order and they can offer me a different part for $58 more. Turned out to be the same part I ordered. RED FLAG ALERT! They told then told me the salt cell was NOT included and it was $400 more! They claim the website wasn't updated in time for their inventory or some BS they tried to make it sound real technical. I told them I wanted the advertised products for the advertised price. They said no. I cancelled the order immediately and called my credit card company. UPDATE: It's two weeks later and they are STILL advertising the same SCAM. Search for Hayward *** 3C to see for yourself.

Horrible service. Tried to order and couldn't. Sent an email and they didnt respond. Finally got an email that i had items in my cart. This one had a link to buy. Paid for expedited shipping because my pump motor was dead and we have high heat. A day goes by and the next day get an email saying the quoted shipping was not enough and would cost nearly 3 times more. I sent an email questioning the shipping and how it was being expedited. Another day went by. I searched the web until i found a phone number. Left a message asking for a call back. No response. A day goes by and i get a call asking for more money. They guaranteed the pump would ship out the next day if I pay immediately. I paid and the next night I get an email saying it shipped. I check the tracking and it says the label was created but the item had not been delivered. 7 days later I get my pump motor. I would not recommend them for anything.

Purchased 7 Pentair DE replacement grids which is a normal full-size replacement. They had a good overall price including shipping so I went with it. They put the charge through and confirmed the order, but then emailed me saying they can't cover the shipping based on what they quoted/charged and I need to pay another $37 to get them shipped. My money is already tied up with them, so I looked at other options and saw that they are all ~$30 more, so I offer to pay $30 to help cover the shipping thinking they should eat some of the difference since they're a retailer who quoted a landed price. They refused over the $7 difference, so I cancelled. If you order something from Wild West Pool Supply, expect them to email you with demands for more money. You're better off going with another company that can properly calculate shipping costs for orders and doesn't keep coming to you with their hand out wanting more.

I ordered a *** water test kit through their website because it was the cheapest price, even with the $9.95 shipping charge. The next business day I received an email telling me that the shipping fee was $35, not the $9.95 that I was charged at checkout. When I questioned why THEIR website allowed me to check out with the $9.95 shipping charge I was told that they are a small company and don't make much profit. Beyond the fact that the difference was over $25, I feel that this is an extremely deceptive practice. (bait & switch?) I was told that they were "already working on fixing this issue". As of today, the issue has not been fixed (4 days and counting). Be careful of this deceptive practice and don't allow yourself to be taken advantage of. In the end I was able to get the exact same *** test kit for $30 less on a different website. By the way, it shouldn't surprise anyone to know that I couldn't find a way to leave a comment or review on the company website.

The company takes entirely way too long to answer emails. There is another 1 star review on here that is dead on accurate regarding their communication. I ordered a backup valve for my pool sweep.. In 30 years of owning a pool, I can't ever imagine a scenario where anyone would ever need an empty case for the valve. That's what they sent. Description has the word case in it, but it does not explicitly say there is no mechanism inside.I asked for a return label and after days and days of them not answering they told me to ship it back at my cost, which for a non distributor, costs worth more than the part's value. I asked politely again, letting them know this.. they said they would check with the distributor. Days and days later they told me the same.It seems incredibly deceitful to not explicitly include in a description, that a common part people buy, does not actually contain the functional part inside it.These parts go out constantly. How is the case ever going to need to be replaced vs just getting the whole part? And for similar price too.I would recommend not purchasing from this company.

Worst company I have ever dealt with. I ordered two bam algaecide pacs for my swimming pool. When they came; they had leaked and been rewrapped by the post office. I sent pictures immediately to the company asking for replacement of my order. You can NEVER talk with anyone on the phone. I tried leaving my phone number and requested a call back but only received an email requesting I send pictures of all six sides of the box that the product was delivered in. They stated when the info is received it will be given given to the warehouse so they can get a refund of THEIR shipping costs! I explained I wanted my product sent to me regardless of whether they get a refund of their shipping costs. They refused to so do until I sent the additional pictures of all 6 sides of the box. I did send the pictures. I followed up again and was told the info was given to the warehouse and they would be sending my product. I never received it. Finally I turned it over to my credit card company to resolve and finally got a credit back on my card for this company. They wanted to get their refund on shipping before they sent my product. Will not deal with them ever again. May be ok if you never a problem. But if you do, good luck!

My buying experience with Wild West Pool Supplies was excellent. I am in Houston TX and I ordered a *** pool blower replacement for my spa jet. The same day I received an email from Wild West advising me that the model I owned is discontinued. They offered a newer *** with the same voltage/power characteristics, for the same price. After checking the market, I found that the new model they proposed is 10%-15% more expensive at all vendors. I obviously accepted the offer, they sent me an immediate email confirmation, and the next day the new spa blower was shipped. Two days later I received it in perfect conditions. It works great and it is a lot quieter compared to my previous noisy one. In my case, the seller did everything right: excellent communication, proper technical advice and support, very good quality-to-price ratio for the product, fast delivery. I was surprised to find, fortunately after the purchase, about the poor ComplaintsBoard.com ranking. And I am glad that I made my decision to choose Wild West Pool Supplies as the vendor based on their 4.7/5 rate with 4,195 reviews from ***. It seems that people are more temped to share their bad experiences when posting on ComplaintsBoard.com, which is understandable; it should be the norm to get always the right service for the money.

I tried to buy a caretaker valve from Wild West. They offered different models in their web page so I choose one exactly like the one I had. After I bought it, they sent an email saying that the did not have that part anymore and offered another one supposedly a perfect match. I asked several times that it was ok if they were sure that the part will fit. I took more than a week to receive the part and when I tried to install the part, it did not fit and also did not come with connection parts. I asked them to give me a solution (connecting parts or anything else), but their technical support said that they were not able to recommend anything so I asked for a refund. They sent me the instructions so I could ask for that refund, but more than a month later now they are telling me that they will not refund me money because the part had some scratches. I NEVER USED THE PART BECAUSE IT DID NOT FIT WITH WHAT I HAD. I had to buy another caretaker from another place that came with all connections part and my pool is working. Totally disappointment in any way possible. Did not had the part they offered in their web page, sold a part that did not fit, did not offer a solution, they did receive the part back and now they are not refunding the money I. DON'T WORK WITH THEM. NOT RELIABLE AT ALL

Excellent communication and customer service from Wild West! I have been very frustrated by availability of parts for everything in the past year and pool equipment was especially hard-hit after the "Texas-Freeze". While some of the complaints about updating the website are valid, the email communication I received from them was honest, timely and accurate. After I placed an order for 3 hard-to-get heater parts, they contacted me telling me what was available and what wasn't. They asked if I wanted the part they could get before sending it and offered to keep my other parts backordered or issue a refund. In the end, I bought only one part from them and actually bought the rest used on *** The parts I needed weren't available anywhere in the country. I was issued a refund within hours of requesting it and received the part they could get promptly and at a fair & un-inflated price. I will shop with them in the future because of one reason, they were honest and responsive with me when many others weren't. To some of the complainants I read from...if you are ordering online, what more do you expect than to have Wild West facilitate ordering of the part? If the manufacturer cannot provide the part, don't shoot the messenger. All of my issues regarding no-parts are with the manufacturer of my pool heater and not Wild West. Thanks.

It's a bait-and-switch scam, I too ordered an item they claim was in stock. Then they emailed me asking to give them $49.13 more. I Googled wild west pool supplies scan and found a ComplaintsBoard.com review that states "If you order something from Wild West Pool Supply, expect them to email you with demands for more money. " Advertising a low price saying you have an item in stock, then engaging in as *** (BS) Internet sales tactic, is just that - BS This is the email I received after seeing a pending charge on my credit care for the original order their website shows as in stock. I told them to cancel the order."*** here at Wild West.I tried processing your order today but it looks like *** hs been discontinued. However, we have an alternative replacement that appears similar to what you need. I suggest you consult a local professional tech before making a decision to make sure that this will work for you. I have placed the part details below for your reference...However, this replacement is a bit more expensive and costs $478.96. I'm sorry, but we can't cover this for you. We are only a small online company, and we don't get much profit from what we sell to give our customers a better deal. I hope you understand.Should you be ok with the replacement and the price, please let me know to create a special link for the additional payment of $49.13.Please let us know how you would like to proceed with this order. Stay safe always!Best,***@***.com"

On two occasions I placed orders for pool system assemblies shown as 'In-stock', and was notified that they had "just run out of" the items. The notice continued to inform me they had "incoming items in 3-5 weeks (rough estimate subject to change) / subject to price changes depending on the manufacturer". I was also asked if I would like to wait for the order and that my order would be placed in "the queue" so they can send it "as soon as it's ready". While I did not mind waiting for the items I did have an issue with the possibility of a price change prior to shipment, for an item that was indicated as "incoming" (already purchased by Wild West from a manufacturer for their inventory?). Especially since I was already charged and receipted for the purchase at the website listed 'In-stock' price. I attempted to ask questions and communicate my concerns for their business practice and was met with some very vague responses that didn't answer the questions. I requested refunds for both occasions and they were processed quickly.Pros: Friendly customer service, quick responses, and professional communication. Easy to use web-site with clean presentation.Cons: Company has poor tracking of their inventory to include items valued over $400 (if they actually maintain any, they are not transparent with their business model). Communication is vague and conflicting. ('Incoming' and 'In-stock' advertised items suggests inventory, while prices subject to change from a manufacturer prior to fulfillment and a 'queue' suggests drop shipping). Company holds onto a customer's payment even when they can't honor a purchase agreement. (Holding onto a payment for actual incoming inventory is common vs. holding it to drop ship if/when the item is available from the manufacturer is partly responsible for all the negative business review).

Placed order on 2/21 for swimming pool parts (Order # ***). On 2/27 was informed that "all parts are having inventory errors" and that my order was canceled. Have sent multiple request for refund of the $141.77 that I had paid. At this point they are not responding to my emails.

Order #*** I placed this order 4/26 with expected delivery within a week. After two weeks Wild West emailed to say the product was no longer available but they could send a replacement. I responded immediately via email with a question about the replacement product but received no response. As of 5/20 I have tried contacting Wild West at least six times via email, *** and their online chat system. They have not responded a single time. There is no phone number to call them. Meanwhile, they billed my credit card $205 on 4/27 and have not refunded my money, provided an update and they seem unwilling to communicate. I'm left with no idea where to go or what to do.

On May 6 I ordered a Hayward heat pump fan guard HPX01023561. It was listed as being On Sale, In Stock and Ready to Ship (see attached). I was charged $89.82. On May 7th I received the following email "Alice here at Wild West. I tried processing your order today but it looks like *** has been discontinued and replaced by this Fan Guard, below. If you like we can send this part for the same price. This replacement part is currently Out of stock but we have incoming items in 3-4 months (rough estimate and subject to change) / subject to price changes depending on the manufacturer." This appears to be false advertising as well as a bait and switch scheme both of which constitute CONSUMER FRAUD! If it is not resolved to my complete satisfaction, I will file a formal complaint with the FTC.

Purchased 2 pool sweeps on 8/26 - both failed. After many email back and forth I was instructed to forward both units to APC per the RGA #. The latest Email from Rhea J said the warranties were at a 6-8 week lead time so still pending. My instructions were to return the units to Bloomfield, Ct and it's been over 4 months that this has been going on. I have sent Emails 5 times coping Rhea J - Support, Mark Z - Co-founder& Carl - Director, Customer Service. I have been trying to get a refund of $167.83 each + $9.99 shipping charges + an additional $35.00 having me forward the defective pool sweep units to Bloomfield, Ct. making a total of $380.85. I purchased them from Wild West Pool Supplies and they had me return the units to Pentair, Bloomfield, Ct. The problem concerned is between Wild West Pool Supplied and myself.