Salt Pool StoreReviews 215

I purchased a Platinum Edition Replacement Salt Cell T-9 for my Hayward Goldline AquaRite 900 (~25,000-gallon pool) from Salt Pool Store on June 25,2023 (Order #SPS*******) for $309.99. The prominent 5-year warranty advertised on saltpoolstore.com was the main reason I chose them - I viewed and relied on that ad multiple times before buying.

The cell failed in June 2025 after ~2 years. Symptoms: average salinity 300 ppm (test strips ~3,000 ppm), instant -0 ppm, amperage 0.00A (no chlorine), voltage 32.4V, temp 90–93°F, output 75%, no "No Flow" despite good flow (2000–3450 RPM >15 GPM min), AL-0 cell, r1.59 software - clear dead cell.

Filed warranty claim July 1,2025 with diagnostics / photos. July 11 they said ship it. I shipped July 17 via USPS Tracking #9536 1123 9536 5198 1396 65 (delivered). Complete silence over 8 months as of March 10,2026.

Follow-up emails ignored, phone calls dead air after 2+ min, early March formal demand (confirm Mar 7, ship Mar 11) - zero reply.

This matches Salt Pool Store's pattern exactly. BBB (saltpoolstore.com, Atlanta GA with Knoxville TN ties): F rating, not accredited, "Pattern of Complaints," 286 complaints last 3 years, 141 last 12 months - mostly warranty non-fulfillment after shipping cells, ignored communication. Trustpilot / Sitejabber ~1.1 / 5; hundreds call the 5-year warranty bait for early failures and scam support.

With my pool opening April 4,2026 I was forced to buy genuine Hayward TCELL925 elsewhere (~$700–$900) to save the season. The extra cost, wasted time chasing them, stress, and overall frustration are outrageous.

Now filing BBB complaint and small-claims under Magnuson-Moss Warranty Act for refund + costs.

Do not buy from saltpoolstore.com - their advertised "5-year warranty" is deceptive advertising meant to lure customers in. Save yourself the headache and money by going with established, reputable pool suppliers who actually stand behind what they sell from the start.

I wish I would have seen these reviews before I bought from them. What a scam operation they run, nothing but crooks!

Both the warranty policy and return for Credit/Refund policy is a sham. Once there was a problem they stopped responding to emails, both replies to originals they sent me and the website version) called about 50 times over a 2 week period and got through by pressing * twice, all other attempts disconnected after greeting. Returned one cell for "warranty replacement" only to learn that they don't repair or replace after the first year... mine was in the 3 year of a "5-Year Warranty". Had bought another cell in error (T-15 versus the T-5 I needed). Understood there was going to be a restock fee but was willing to recoop some money and order the correct cell. After filling out the form on the link twice I got no further instruction. Got through on the phone 1 more time and the CS person was terrible. Learned there was not warranty and her instruction to return the other cell had me ship it without an RGA to the same address as the previous cell. In 2 days the shipment was refused by the Pool Store and returned. I can't reach anyone via email or phone, so I'm disputing the charge on my Amex, so we'll see what happens. If I could do more to make them pay for the wasted time, aggravation and useless shipping cost I would.

Purchased a sale cell less then 1 year ago. It has a 5 year warranty and it quit working. They had me fill out a warranty claim form which I did on 5/19/25. On 6/25 they had me send the salt cell back to them. The post office charged me $22.00 to ship it back. They received it on 6/9/25 and now it is 6/13/25. When you call, (and I have called dozens of times) as soon as the automated system stops it disconnects you. I am 100% sure that I will not get a replacement so… hear me now and believe me later, if you do business with them, you regret it. From what I see from other complaints I'd that all they last is around a year and the 5 year warranty means NOTHING.

Do NOT buy from this company. Their product will fail and they do not honor the warranty. Do your research. Buy from someone local or Amazon and get extended warranty.

Ordered a salt cell that failed in less than a year, when purchasing they claim a 5 year warranty! Filled out the warranty claim...NO RESPONSE...emailed them...NO RESPONSE called them...PUT YOU ON HOLD THEN HANG UP...used their chat. NO RESPONSE... THIS BUSINESS NEEDS TO BE INVESTIGATED AND SHUT DOWN!

First part failed after a few weeks. Replacement part leaked immediately upon install. No response to multiple calls or emails.

After jumping through numerous hoops to file a warranty claim and return a faulty salt cell that was 6 months old. Salt Pool Store has completely ghosted me. Will not answer an email or phone call. Criminal behavior in my opinion.

In May 2023 I bought a Platinum Edition Replacement Salt Cell for Hayward T-CELL-15 | 40,000 Gallons | 5-Year Warranty. It stopped working in less than one year. I contacted Saltpoolstore and was told to file a warranty request on line. I did this well over a month ago. I got an email saying they recd it, since I have heard nothing. I have emailed, chatted, called. Nothing! They DO NOT honor warranties, do not response. When I called I was told there was no one there to talk to me. Really?

Bought a salt cell that failed at about 15 months. No problem I thought. Invoice stated a 5-year warranty. I contacted them and they told me to send it in and gave me a Michigan address to return it to (at my expense). I paid extra for someone to sign for it upon delivery. Initial email said I would hear from them in 4-5 days. Silence. I emailed them numerous times. Tried to call and could only leave a message at an offshore answering company. I've been emailing and leaving messages on the site chat window and nothing but silence. I was going to contact BBB and noticed on the site is says TN location and the address they gave for returns was in MI. WTH is that all about? Steer clear of these crooks!

Their ability to offer good customer service is a joke. Warranty claims are painful, and expensive with the cost of return freight expenses. What I see more than anything else is that they dont care.

The salt cell thermostat was defective after only 4 months. After a week of trying to get a warranty request response, they stated they would ship the part and gave fed ex tracking numbers. The day for delivery came and went and FedEx had no record of the part ever being shipped. I've spent the last 2 weeks trying to get my replacement part only to be told the supervison Rob was unavailable and would call me back. Still no call back and 3 weeks later I still do not have a working salt cell. They have now blocked my cell number and any other number I call from. DO NOT DO BUSINESS WITH THIS COMPANY!

My salt cell died at the 12 month mark. I thought I was covered with their five year warranty! After paying for shipping and supplying them their requested paper work I was told my warranty price is pro rated at $260! So basically they have no warranty and their product is a POS! This is a scam company

I had the same experience! Complete scam. They show on their website an MSRP (sometimes 2X)compared to their selling price. The MSRP is bogus. But they use that price to prorate your cost for warranty claim. For me to get a replacement cell under warranty, they wanted to charge me more than their online selling price. Their reasoning is that the warranty fine print says prorate of the MSRP not selling price.

Be Aware! Do not order from company. They offer no support and no return option. They will offer shipping insurance and return, but when you need support (and you will 100%) you can not find anyone. They shipped me a T3 Salt Cell that was busted and had smashed threads right out of the package. I have tried contacting them, sent them photos, even filed a BBB Complaint with no response. STAY AWAY! Just buy a Brand Name product and avoid the headache.

In October, 2023, I purchased your replacement cell for Hayward T CELL 15. My unit quit working in April of this year - 6 months after installing. I contacted your company to apply for a replacement under the 5 year replacement warranty. I was informed of the process and immediately sent an email to the warranty department containing a picture of the undamaged unit, a printout from Pinch A Penny showing a zero chlorine reading in my pool, and a copy of the receipt. A day later I received a preapproval of my warranty request with instructions to send the documentation and the unit back to your company. I did that on April 28th. On May 2nd, an employee of your company signed for receipt of my package.

After waiting 3 weeks, I contacted the warranty department who stated that they had not received the cell. I gave them the UPS tracking number and never heard from them again. I then started calling your help desk. I spoke to "Mark" who took down all my information, apologized and said he would be back with me the same day - May 31st. Never heard from him again. I called on June 7th and talked to "Carla". She said she would be back with me the same day. Never heard from her again. Called and talked to "Rob" twice. Both times said he would be back with me the same day and never heard from him again. Rob did give me the name of his boss, Tommy Webb, who he assured me had my file, my name, and my email. I have never heard from Tommy Webb.

Let me be clear. I have not been denied on my warranty claim. I have never heard back, received a denial, received a replacement, or a refund. My order number is SPS*******. My phone number is in my account. I would like a full refund of $368.99 and to be reimbursed for my shipping cost thru UPS of $31.58. After waiting over 2 months and being ignored on all attempts to satisfy this situation, I think it is the least your company owes me.

THIS COMPANY IS A SCAM! They told me it was a direct fit, but it does not work at all. I showed them videos of it not working and they told me to send back at my expense. I sent it back and they refused the shipment! Now they are no longer answering my emails and the phone number just disconnects without every connecting!