Salt Pool StoreReviews 215

I ordered this part after a text chat which was readily offered. Was asked for the software number of the Hayward salt generator that started to go wrong after 17 years. I was instructed to go outside and push buttons till the r-# came up while the agent waited. The matching unit and a couple of O rings ordered. Told 3-5 days. Got it within 3.
I worried when tracking number said Brisbane, Australia. I tracked all the way and can say….don't worry. These guys are good. I will order more parts from them.
My text helpers were Tommy and Macy. Nice doing business with you.

I bought a replacement cell for my Hayward salt generator. It worked fine to begin with (a couple of months), but it was always registering high on the salt, even though when I took water to the pool store, the salt level was fine. I filled out the warranty information, sent pictures of my pool with algae, the registered PPMs when I reset the generator, the PPMs after 10 seconds (Salt High) and the results from my pool store.
The warranty department (or someone who apparently doesn't know what he's talking about) said to remove 20% of the water and refill the pool. Common sense tells me that when I do that, the salt reading from the salt store is going to show low, and then I am stuck in a vicious cycle of adding salt, removing water, adding salt...
The gentleman at my pool store also stated the same concern, and told me not to do that. I replied back to the Salt Pool Store, and never got a response.
I finally chatted with someone and I was told she would copy me on the email that she was going to send to the warranty department asking them to follow up with me either that day or the next. I never received that email or any contact from the store.
I chatted again the following Monday, and asked them how they wanted their review to look. They aren't phased by that question. I did get an email that day, but it was requesting I do the same thing, even though with second testing from my pool store, the salt level is within range; 2940 PPM.
So I can't stress enough, DO NOT BUY FROM THIS STORE BECAUSE THEY DO NOT STAND BEHIND THEIR PRODUCT. THEY WANT IT TO SEEM THAT THE CUSTOMER IS DOING SOMETHING WRONG.

Salt Cell 5 yr warranty, GOOD LUCK, Don't waste your time and money, after 1 yr mine has gone bad and Tommy know it all has given me EVERY excuse as why it's not the salt cell problem, had the system for 15 yrs and this isn't my first experience with a defective salt cell, KARMA Salt Pool Store

Bought the CPX24 salt system August 31,2022.
Received a cracked salt cell (see the first attached photo - look at the blue housing part), also the included power-unit did not have a grounding lug.
Returned the salt cell within 30 days of purchase.
Installed the power unit assuming I would get a replacement cell.
Had some technical questions about the installation, their expert assistance consisted of "see the included manual" (see the 2nd attached photo).
11 months later still no replacement cell after multiple laborious calls, online chats and emails.
I did get 2 emails one on 9/27/2022 and another on 03/29/2023 (see 5th attached photo) implying I would get a replacement cell. The tracking links in the emails initially led to a DHL website in Australia which implied my item was in process.Today the earlier email leads to a salt pool store site saying my order has been cancelled. The later email takes me to a link (see 3rd attached photo) saying the order is in process but the DHL tracking number leads to an error message (see 4th attached photo).

Unfortunately I did my research on the company after the purchase and found their horrible ratings here and on the Better Business Bureau site.
Also discovered they were sued successfully by Hayward Industries for (1) bait-and-switch tactics, (2) passing-off and trademark infringement, (3) false advertisements and false association, and (4) passing-off and counterfeiting.
I have no misperception that I will ever receive a salt cell from this company but I hope this review will save someone else from using this company and also assuage some of the anger that builds in me when I think of how I was treated by Tommy Webb, "Simon" and this company.
I got the recommendation for this store from my sister-in-law who although didn't get a cracked cell has learned that their imitation Hayward cells are not worth the money spent on them.

I purchased this T15 based on some reviews, however it came busted up like it was crushed somewhere and then stuck in bubble wrap and in the box. There was no damage to the box. I sent photos and called the number. This store acted like I was at fault when I told them what I received. Stating they need to do an investigation? On what? Your poorly packaged $368 item. This was so poorly packaged that the slightest damage could easily happen, yet they want you to pay an additional fee to insure their package and then pay to ship the garbage back to them? I was so disgusted at the tone of the emails I went and bought a real Hayward TCEll and replaced it while I wait on the nonsense from this place. DO NOT WASTE MONEY HERE! Look at the BBB complaints first! I wish I read them before my purchase. Just get a Hayward they make one for Leslie pools that is slightly cheaper than the OEM.

Cancelled Order before shipping after reading all the negative reviews. Almost immediately after purchasing. Told refund would be processed in a few days, fine. Girl on phone was helpful. Because of that I will rate 2/5 instead of 1/5 due to their predatory policy's. Customer support seems to hide behind their keyboard and is the opposite of helpful. To me it seems that they are aware of their negative footprint and are putting up a defense against it and are tired of dealing with people purchasing and canceling or even worse purchasing and installing a defective product.

Terrible company! Salt cell received damaged and have been unable to secure an exchange or a refund. BBB has many complaints against them. I unfortunately did not check there before ordering.

Take a look at the reviews, they're all 5 stars. That's because you can't post reviews directly to the site. They either scan reviews before posting them or they write them in house. Don't buy their off brand clear cells, they're junk. Pay really close attention to the warranty, you will not get 5 years out of this product and it's not a real 5 year warranty.

This was my third cell from sps. The last one quit working after a couple weeks. So I emailed them and we did a checklist to see if I could fix it without having to return it. I did have to return it. They sent my new one out the next day they received the original. They always emailed me right away and always answered my phone calls. The process was smooth and easy. Thank you SPS

They're terrible. After having to pay to send a salt cell back for warranty they sent me a replacement that leaks and they want me to pay to send that one back too! When you ask, and it can take days (8 once) you'll get a "that's the process" answer. If you buy anything from them make it be a consumable because if there's a problem with it you're stuck. NEVER AGAIN for any reason at any price.

Salt Pool Store will not honor warranty on product. Will not even respond to emails or their "warrant request form." This place is absolutely run by scum bags who do not give a damn about customer service or referrals.

Warning, Many company names, don't do anything with SaltPoolStores. Scammed, horrible cust serv.BAD!

Salt cell I purchased from them gave out at 2 years. Contacted them about warranty and sent in all the necessary paperwork. They responded right away with the news the replacement cell would be discounted from the MSRP. So the warranty replacement would cost more than what I payed originally. I told them "no " and requested they send my cell back so I could get my pool back running. It's been about 4 weeks now and still haven't heard from them. After several emails and online messages. I think it's a scam. I was fooled.

Salt cell never worked, they do not answer nor return phone calls, their "Live Chat" service has never answered me, they have not answered my emails.
I wanted to give ZERO stars, but I don't know if that is available.

I saw all bad reviews and was very nervous. I have all good comments. I got my product in three days and it was exactly what I ordered and works perfectly. It was also the best price I could find online.

The salt generator I purchased immediately started leaking from the top. I immediately emailed back the company and said to return it and they would inspect it to determine what happened. They didn't offer to refund my money and I followed up asking them to pay for shipping but received no response. So seeing all the negative reviews I decided to contact Paypal and file a claim. I then sent the item back to the address that the Salt Pool Store listed. Paypal however had a different address listed so would not cover my dispute. When I contacted the seller they said there wasn't anything they could do. So now I have no product and am out over 300 dollars.

This is not a store. It is a drop ship company. I asked if it would ship right away. The answer was yes. After i purchased item I was told there was a shipping delay. After that the fun began. When the T-cell finally arrived in a poorly packed box. It had been sent from Australia and was smashed. It was sent back to the SALP POOL STORE at my expense. I was told by (Rob, the sales manager) that I would get a full refund because it wasn't my fault. My refund came a week later after I called to see when I would get my refund. The refund was $107.24 short of what it cost me to buy the item. Buy from a real company, and save yourself some aggravation.
I am just a guy trying to get his pool fixed in a timely manner. If you are trying to do the same thing, then buy from a company that has customer service and real inventory. It will be cheeper if you do.
To the SALT POLL STORE, You should be ashamed of your business practice. Eventually this kind of treatment of your customers will catch up to you.

Products are extremely sub standard. Warranty customer service personnel have no couth and rude. Won't return tested items warranty is proration but on Full manufacture retail price. Will never be a customer of them again.

Bought a salt cell from them and it has never worked properly. It makes no chlorine at all and never has. It's been a constant headache since I bought it and I've done nothing but battle to keep the water clear. They say I need to shock the pool more often but my water gets tested weekly and the only problem is that my salt cell is not making chlorine at all. They won't refund or replace the part under their warranty program. What a complete joke. Stay clear of this company. They don't stand by their product and have terrible reviews for a reason. I should have done more research. Plus they never sent the new o-rings I ordered or sent them after I told them I never received them.

I had a problem where do to their error I was charged an EXTRA $139.00 import tax. Wouldn't even talk to me.