My husband and I ordered a pool from this site back in May 2024, and have not received any updates about shipping or processing of the pool in general. We have called the customer support line multiple times and each time we call we get a different answer. "it is still being processed" "It has already shipped" "it hasn't been shipped yet, but I can get it shipped by tomorrow" "you'll get a call when the pool has shipped" always with a promise of a call back.
At this point in August 2024 it is not likely we will see this pool. I called customer support one last time and was met with the same lines like the ones above. I then asked if I could just simply cancel the order because I am fed up. Courtney said it would be a cancellation request and it would like 5-7 business days. I told her I wanted to cancellation to be processed sooner than that and asked to speak with a manager or who approves the cancellation. She told me that was not possible, as there was no manager or someone else to speak too. I asked for a cancellation number and once again she could not provide me one. I am wary that this cancellation request will even go through and looks like me and my husband will be out of over $3,500.00 USD. She then proceeded to tell me IF the cancellation request as gone through it could take over 30 days for the money to be processed back into the account.
At this point, I thought it was best to report this to the BBB as to warn other customers that their 5/5 reviews are false. I asked Courtney for an address to help me with this report and she stated they in fact did not have one. Most likely trying to avoid this review. When I told her in fact that every business has an address she vehemently denied it, saying they don't have a store front. I don't have a doubt that she honestly didn't know. But it does reflect on how they go about their training. I looked up their address on an old email, but am extremely disappointed. Don't fall victim like me and my husband.
Date of experience : August 01, 2024
26 reviews Sep 30, 2022SERIOUSLY DISHONEST COMPANY AND EMPLOYEES. I ordered parts on 18th August . nothing arrived. called. they said it had not been processed and would process immediately. nothing arrived. emailed and requested refund. they confirmed it would be done. no refund. called. they confirmed refund by end of day. no refund. called. they confirmed refund by end of day. no refund. I dont know how companies like this get away with it.
Date of experience : August 18, 2022
Updated Jun 5, 2020Ordered liner on 5-29, was in-stock, in stock orders ship same day. Web-site shows not shipped. Also web-site state, cc not charged until shipped, cc was charged on 5-29.. Use these guys in the past and was ok. Communication and web information horrible. Going to open a dispute with mastercard if no info and no product by next Wednesday.
Update: Shaun did respond, item is on it's way, verified by tracking number..
Date of experience : June 05, 2020
Oct 7, 2021They lie about products being shipped in two weeks, after two weeks they tell you another two weeks etc. They also lie about refunding your money. I’m on month 3 of no product and no refund. Wish I would have researched reviews before doing business with them. A bunch of scam artist & sad the president of the corporation is a retired attorney. No wonder you’ve changed your DBA a few times, probably to avoid poor reviews being noticed. Stay away from Pools etc. Pools Inc & Recreation Discount Wholesale Inc
Date of experience : October 07, 2021
Reply from Pools Etc
This poor review is deserved. 18 months into the supply chain issues we should have been much more proactive than we were. In 2022 we have added more customer service reps to help prevent issues like this from occurring again. I sincerely apologize for the poor service and delays.
