Salt Pool StoreReviews 215

Purchased a Platinum Edition Replacement Salt Cell for Autopilot SC-36, RC-35/22 in July 11,2022 with a 5 year warranty. On June 21 2023 noted corrosion at connectors. Filed claim, submitted all documentation including receipt, pictures and water chemistry report. We have our pool serviced every week with results of the water chemistry provided each time all within proper levels. SPS responded to my claim asking if I purchased a charging cable lead at time of the cell purchase. I indicated I did not. Hence, they denied as the cable is needed at the time of purchase. It was never recommended by them at the time of purchase. So I then asked to purchase one from them. They do not sell them. So what a wonderful way to always have a reason for claim denial. If you plan on purchasing a cell from them make sure to get the cable as well elsewhere or any future damage or claim will be denied.

Product failed and their 5-year warranty is 100% scam. They want you to pay prorated warranty fee based on months that elapsed since purchase. The problem is that they use the MSRP of $950 as the basis for the proration which means that you would pay MORE for a warranty replacement than a new unit.

NEVER EVER BUY FROM SALTPOOLSTORE.COM OR https://thepoolfolks.com/. They created a new site to try to escape the negative reviews. I challenge you to find a positive review. Hopefully our collective reviews will end the customer pain inflicted by Tommy and his team.

Bought salt cell, it didn't work, I paid $23 to mail back, they said haven't received even though I had tracking # that said different. Then they say too many orders couldn't send another for a period of time! Ask for refund after weeks of dealing with these thieves and they refunded $225 of $310! What a scam! Do not deal with these thieves

WISH I'D READ REVIEWS BEFORE BUYING. Avoid buying anything! Terrible product and even worse company. Cell failed after 1 season - 4 month's use, like so many others. Warranty is 100% scam. They will require you to return product at your cost, but never honor warranty. You end up with no cell, and no refund. Customer service is non-existent, they do not answer phones, and the business practices are as shady as it gets. They try to base the Pro Rated warranty on some fictional 'retail' price that product is never sold for, warranty is completely useless - at 2 yrs you'd actually pay more for a new product under warranty than if you just bought a new one. Their 5 yr warranty is useless and false advertisement. If you are fortunate enough to get an email response from Salt Pool Store, it will be full of arrogance and meaningless. Over 150 complaints on BBB with very similar issues.

Bought a salt cell for our pool and it didn't fit. Ad specifically said it would fit our unit. Returned with original invoice as instructed and NO REFUND! Unbelievable!

My salt cell didn't read salt level correctly soon as I bought it. Bought a salt meter and test salt test strips and both proved the cell was reading wrong. Plus I frequently would have to reset check cell and salt level. Do to life situations I lived with it for 20 months. Now it totally quit working. After ready reviews I'm not even going to wast time calling to get an answer. I'm sure like everyone else the 5year warranty is a scam. It sounded to good to be true and proved it was not true in my opinion.

With all the bad reviews I had moved on from this company but came back for the price and the professionalism from the company reps I had. My original equipment replacement cell I had the local pool company install kept generating a "check cell" message after only 2 years. It should have been under warranty but that's another story. I ordered it, got it a week later, installed it myself in 10 minutes and problem solved. Time will tell how well it holds up but I'm a satisfied customer.

I bought a salt cell from this scammer and it leaked out of the terminal. Sent pictures 3 times of course so he could make sure he cleared my credit card. Then he never sent the new cell and did not refund my money. I'm a former investigator and I will find him. Maybe even request refund in person. Once I get his address and personal telephone number I'll post it here.

The product was defective, leaked at the wiring plug after 3 days and stopped producing chlorine.
Tommy, said to send it back, they would not provide a shipping label. He did agree to pay for the shipping.
A week after it was received I asked for an update. He said he had refunded the purchase. I was expecting a replacement. The refund was 25% less than the amount paid and the shipping was not refunded. I have put the remainder in dispute with my bank.
I made the mistake of not reading the reviews. The 5 year warranty is not on the website except as a feature of the product. The terms state 30 days.

Purchased a replacement cell for a Hayward system. When I installed the cell water was sprayed out of the sides of the cell where the power cord comes into the unit. There was no visible damage to the unit or box when we received it. Contacted company to arrange to get a replacement. Advised that I would send the unit back if requested provided they supplied a pre-paid shipping label. They refused to supply label. After incurring an additional nearly $20 to ship the unit back, company without any explanation only refunded 75% of the purchase price. I tried on multiple occasions to talk directly to Tommy Webb. Ultimately, I had to go to my bank to contest the unpaid amount of the purchase price.

I wish I had been aware of this site before I purchased anything from this company. I would not have purchased anything from this company if I had known of other's experiences. As to the rating, I would rate lower than 1 star if such a rating was available.

I ordered a salt cell. It was drop-shipped from Australia. Arrived damaged. I sent a photo per their terms of service showing damage. Company insists I pay for shipping to them. Refuses to issue a shipping label. Refuses to offer a refund.

Do not do business with these guys. I should have investigated first.

Purchased from this company as they were a low cost vendor. The Salt Cell lasted just about a year and the plastic housing developed a crack and split open. I went thru the steps to properly fill out the warranty claim and wad denied without any questions / conversation / etc. This company scams their customers and it is almost impossible to get them on the phone for a discussion. I should have done my homework and read the reviews as just about all of the reviews are the same - spend a bit more from a reputable business and stay clear of The Salt Pool Store!

On June 21,2021, I purchased the "Platinum Edition Replacement Salt Cell for Hayward T-CELL-15", Model PEC-HW-T15 from the Salt Pool Store for $297.99 with a 5-year warranty. The cell stopped working after 21 months; the system says that the chlorinator shuts down due to high temperature (the actual water temperature is 64 degrees).

I contacted the Salt Pool Store initially on 2/5/23 and subsequently submitted a warranty claim (*******@saltpoolstore.com, Tommy Webb). He asked me to send back the old salt cell for them to check, which I did. I received an invoice from the company asking me to pay $345 for a replacement. I responded, saying that their warranty clearly states that the warranty cost should be 30% of the "published retail price" if the failure occurs between month 13 and month 24. Based on this, the warranty price should have been $108. They responded saying that it is 30% of the MSRP, which they say is $789. I responded back with a copy of their warranty pointing out to them that it says "published retail price" and explained that their webpage has never sold this product for the MSRP, it has always been sold for approximately $350. To this point there have been over 10 email exchanges regarding the warranty. On 3/13, I submitted a complaint to the BBB and informed the Salt Pool Store but they did not respond. It is currently 5/19/23 and this is still not resolved.

This company cannot be trusted. They definitely don't honor their warranty and I'm sure they just took my broken cell, refurbed it and sold it to someone else. Do not buy from this company!

Bought a salt cell from them because of the fabulous price and fenonminal 5yr warranty. My cell failed after about 6 months of actual use. Tried to call for service last Fall, no one answered the phones, tried for weeks. No one returned my request for service either. This Spring as I was looking to replace the cell. I tried once again to contact them for service. Surprisingly they answered. I was directed to the website to the warranty request form. Which I filled out explaining that I had not gotten a response from them in the Fall, hoping they would make it right and replace my cell. Customer service is a joke and Mr. Webb in warranty service is less than accomidating. You have to send your cell to them( leaving the pool non operational) and wait for them. Reading other reviews, I understand they then send you a bill for MORE than the original cost. The Cell is prorated from the" Original" price not the always listed sale price...this is a giant scam...people should do as I did, and file a complaint with the Federal Trade Commission. They shouldn't be allowed to scam people and get away with it!

Same as everyone else. Took my money and never got the product. Called, emailed and ignored. Bunch of crooks.

After purchasing a salt cell from this company two years ago with what was supposed to have a 5 year warranty, the attempts to first get a hold of them via email, call and online chat through their website; their sorry excuse to uphold their warranty agreement is to charge me a fraction of the cost of a hayward salt cell which cost more than the aftermarket one I originally bought, yet still only send me a replacement after market one. They do not stand behind their warranty and they do shady things when you can get someone on the phone. 100% DO NOT RECOMMEND EVER! Buy the Hayward directly from Hayward!

Sent in my faulty salt cell that was under warranty from the saltpool store back in Feb of this year. Still have not received part back after two months. Daily calls to customer service with no answers as to why it has not shipped. Avoid this company.

Ordered a salt generator. Paid for expedited shipping. Generator was stuck in Australia. Canceled order.
They returned my expedited shipping payment. Would not cancel order. It had to ship to me and then I had to ship it to them. Shipping charge on me. Restocking charge on me. NO WAY TO DO BUSINESS. BAD COMPANY. Stay away.
They could have cancelled order before it ever shipped out.

Bought a replacement salt cell 2021 - didn't even last a year had temperature issues - reading "HOT", had to pay to ship it back, they sent replacement did the same thing with 8 months - sent that one back (had to pay to ship) and now they sent me invoice for for new one since in second year of original purchase- website states "30% of purchase price" but they are saying I have to pay 30% of manufacture price which is almost as much as buying a new one from them - STAY CLEAR - horrible product and horrible custom service - I tried to call, email and click to chat to get this issue resolved but no response over a three month time period. Total waste of my time and money! This company should be shut down immediately! I wish I had seen these reviews before I purchased! Lesson learned!

As a fair warning to anybody before purchasing The Salt Pool Store in GA ( Tommy Webb), you need to go to the Better Business Bureau in first research. All of the claims and complaints that have been filed against this shady company.

I have had nothing but problems with them and they offer NO CUSTOMER service or help in resolving

Their "5 year warranty" is completely bogus and when their parts fail and go bad ( usually in about 10-16 months, they will leave you high and dry and then send you an invoice for a "warranty replacement " that literally cost more than just buying a brand new unit off their website

These guys have had recent legal problems and have been sued by Hayward for copyright and patent rights, and been found guilty with summary judgement being awarded to Hayward.

Do not, I repeat do not, purchase items from them unless you are comfortable in throwing your money away.

Total scam artists.