PoolSupplyWorldReviews 297

Made an on-line purchase of two sand filters. Received a package that included a completely different order number and a wrong part. Contacted company by phone (1-hr., 10-min wait!). Spoke to 'Douglas,' explained the issue and sent him an email with copies of the order and a scan of the incorrect part. He said he would send me an email with return instructions and said they could not issue another order until the incorrect part was received by them. Three days later no email, so I emailed them again. Two days later and no response. Went to their on-line chat line... message says 50-minute wait! Also called on the phone... message says more than one hour wait! I'm sure my money is lost, but hopefully this review will steer others away!~

Absolutely the worse. Ordered hand rail on 04/18 and did not receive it. No one could provide a tracking number or provide an update on my order. After numerous e-mails and calls, they finally said they would cancel and refund my money. It is June 15th, and still no refund received. Tried calling and you get a recording saying due to high volume of calls no one is available. Stay away from this company. Criminal if you want my opinion.

These guys are borderline thieves. Do NOT do business with them! I ordered a part online and 10 days later, I still had no part and no confirmation that they were shipping it. After hours of waiting on hold, I finally got someone on day 6 to answer the phone in "Customer NO Service". All she could do was send an email to someone and I was supposed to hear back in 48-72 hours. On day 10, I finally got hold of another person, after 2.5 hrs of hold time, who again was unable to find any answers. He did offer to cancel the order, which I did. 10 days later, I have still not received confirmation that the order was cancelled and the funds were never returned to my credit card. I have held on the phone for over 3 hours today. At one point, I chose the "place a new order" option on the phone and a person answered within seconds - saying she was unable to help. Amazing.
I finally called my CC company and disputed the charges. What a racket! DO NOT TRUST THEM!

As with so many others, they took my money and no further action. I believe they've shut down their customer service entirely as emails and phone calls go unanswered. I've called the customer service line exactly 5 minutes after it opens for the day and was immediately warned of 60 minute wait times and "more than 9 people in front of you".
Small claims court may not be the appropriate venue. From what I see, a class action suit would be more apt.

As an employee of Leslie's/Pool supply world (they are the same company as well as some others like in the swim and pool spa parts) I am truthfully disgusted with how this company is operating during the pandemic. We have essentially been lying to customer about their orders saying items were in stock when they were not and keeping customers orders going and keeping their money when they've requested cancellations. For instance the above ground pools we sell were out of stock about the first week into the quarantine but did Leslie's adjust their website to show this? No. For months orders for above ground pools were still entered and we were still taking peoples money and letting them know that we'll look into when their order will ship. One of the worse parts was the fact that when they actually did change the website to advise the pools were out of stock they never sent out any emails so unless people called in for their order they would never know about this. Something else that has been getting me upset quite a bit is the fact that there have been many cancellation requests that were never actually fulfilled, the reason for this is to "clear up space in the tickets" and is absolutely reputable. They are literally not cancelling some unlucky peoples orders and keeping their money. The company has been extraordinarily busy as of late but that is still besides the point that this company should have hired more team members to assist with it all, we have thirty seasonal members on the phones staff and I frankly doubt they'd hire for the other departments as those are ones that require you to be a full time employee with benefits so the company is intent on keeping them small thereby adding to the problem of not being able to literally take care of tens of thousands of customer in any sort of convenient time frame. Every day I let people down about their orders, make some people even cry, and I get yelled at for our companies incompetence and it's so tiring. I need the Job but working here is soul draining for me. Really you can take your money elsewhere and receive likely a lot better service/care from the employees, because here we will not tell you when an item is delayed or out of stock the only this company really wants it to take your money. I hate working here I really do but I need the job and it even allows us to work remotely. To all of you being hurt by this company I truly I am sorry I do what I can for you guys but it doesn't feel like enough.

I've dealt with many companies serving many different industries, but this one is by far the worse. I've been trying to check on the status of an order that was placed three weeks ago and not one email has been answered. I was on hold last week for three hours and all it says all our agents are business, thanks for your patience's and there are more than 9 calls ahead of you. I've currently be on hold today for 1 hour plus and no answer. Pay double somewhere else and avoid the frustration!

I have never written a review but I am upset. I ordered a diving board three months ago and never received it, nor any response to my emails and live chats to discuss same. I ended up calling their automated service to "buy products" to get a live person and I got the run around from them too. DO NOT BUY FROM THEM. YOU WILL NEVER GET YOUR ITEMS. I am filing a complaint today and calling my credit card to inform them of the fraud.

Ordered the wrong size pool vac hose tried to contact them and after three tries of perma hold attempted online chat. Sent three emails for RMA to no avail-you will never get a response from this company. Ordered the right size hose to avoid 15% restocking fee and they sent me a flimsy vac hose that will not stay attached to my vac head. The ultimate insult is I'm stuck with a worthless vacuum hose and Pool Supply World still charged me a 15% restock fee. Run fast run far from this company unless you want hours of hassle on the phone and low quality products/service along with out right lies.

Motor. Never got shipping confirmation. Called on 5/22 to see about status took one hour to get through to customer service where I was told it got delivered 5/19 but it had not been instead damaged in transit and delivered back to the manufacturer. Requested a refund due to not getting item in a timely manner and couldnt guarantee when I would get a new one. Called on 6/1 to see where the refund was, I understood 5 to 7 business days and I would be contacted by the returns department. I have been emailing daily and calling every other day and still don't have my money refunded or a status on the refund as of 6/8.

DO NOT USE THIS COMPANY. I wouldnt recommend purchasing from this company due to the lack of communication and ability to refund money when it wasn't your fault as a customer.

Ordered a diving board. Next day the money was drafted, after two weeks I called about update, I called 5 times in 9 days and the 2 times I did actually speak to a person, they said they could take my info and have the "team" get back to me. They had no way to look up my order, or if it was in progress. I waited for them to get back to me. NOTHING. I emailed. Same thing, I got an email saying they would look into it and get back to me in 5-7 days. Nothing. After 5 weeks and 729.00 I can't even speak to anyone that has any info. I filed a dispute with my credit card company and had to order another one. DO NOT ORDER FROM HERE!

I purchased a pool cleaner from Pool Supply World about 5 weeks ago. It was delivered to someone in California and I live in South Carolina. For the past month we have spoken to 5 different people at this company. It takes at least 30 minutes on hold before you get someone. We STILL do not have our pool cleaner. All they do is just keep feeding you a line of BS to get you off the line saying they are going to give it to a supervisor and they will call you back the next day. NOPE! Haven't heard from anyone. They have confirmed it was delivered somewhere else and they will not make it right. DO NOT BUY anything from this company. I will never shop with them again.

I ordered a pump from this company that was damaged in shipping prior to ever arriving at my house and was being shipped back from Fed Ex. PSW told me they would not send me a new one until they had received it back which made no sense. I spent hours on hold and finally got them to agree to send me another one before the one I never received was returned. (I even offered to pay for the other one) Never sent, Fed Ex couldn't deliver the broken one back and just jerked around over and over and literally waited hours on hold over 5 phone calls. I was finally told close to 3 weeks after the original order that they would not expedite one to me, that the replacement had not been sent as promised and there was nothing they were willing to do. They were nice on the phone as I feel I was but ended up canceling in a complete waste of time and energy.