Salt Pool StoreReviews 215

Purchase a salt water chlorinator from this store. Once i got it and installed, it ran very good for about a week. It quit reading the salt in the pool so it stopped generating chlorine have been trying to speak to someone and if you call the number, it tells you to go to the chat or send an email. You CANT leave a message. Well i have been trying for days and i have not received a message or call back. Basically all my messages are going into a black hole.

UPDATE: finally got word from them to ship the cell back. Well it has been 2 months with no word back. I filed a complain with my credit card company and they cant stop payment because Salt Pool Store has no refund policy so basically i dont have a cell and dont have my money back. STAY AWAY FROM THIS PLACE!

I bought a salt system a year ago and it went bad. Followed their instructions to claim a warranty and haven't been able to reach them since. It's going on for 5 months. I finally bought from a local store. Save your money and buy somewhere else. Read the reviews from this place.

Shame on me for not reading the reviews first. I ordered one of their salt cells since mine went out. Low and behold I never received the product. I did receive a confirmation email and an updated email saying that my order would be shipped form Australia and they provided a tracking number which I have checked several times. DHL says they have received the shipping label but not the product. I have called several times, emailed and even did their chat on line with no response. I was able to reach a lady named Ada only one time and she sent an email to a Mr. Webb in sales informing me of my situation and asking him to PLEASE respond. Humm. So today I decided to look up the reviews and of course I would have never done business with a company this horrible.

I would give zero stars but must give one. I ordered a salt cell and it failed in a few months. They replaced it but that one failed also. Both failed within the first year, which should have still been under warranty. They tried to charge me several hundred dollars to replace the second defective item. They refused to understand that they should have been covered for that year at least. The products are so inferior that they wont even last 3 months so if you buy anything from these crooks you have been warned. Look at all of the other reviews to verify. You WILL get an inferior product that wont last and wont be replaced if you order from these people. I dont know why they are still in business.

10/19/22 the company approved my warranty to return a salt generator that I bought from them after I met 3 criteria's. Invoice, picture of product and a pool water analysis. They replied with an approval to repair or replace. They emailed that I needed to send it to them the generator and forward the tracking number to them. I sent them tracking number.
From: Salt Poolstore [mailto:*******@saltpoolstore.com]
Sent: Wednesday, October 19,2022 7:39 PM
To: me
Subject: Re: Warranty Form on 10/19/2022 at 17:49

Thanks for the information, Your warranty has been approved
To proceed with your warranty repair, we will need you to return the item to the following address:
Please send your product to our office at:

Salt Pool Store
7200 Intermodal Drive
Louisville Kentucky *******

- Write your order number and name on the the box
- Also email a tracking number so we can process your warranty in a timely manner to *******@saltpoolstore.com
Tommy Webb
Sales Consultant
*******@saltpoolstore.com

Then this after they have had the generator for 2 weeks

From: Salt Poolstore [mailto:*******@saltpoolstore.com]
Sent: Wednesday, November 30,2022 9:51 PM
To: me
Subject: Re: Warranty Form on 10/19/2022 at 17:49

As the product is over 12months old you need to send this to us for testing and repairs under warranty.
Please send your product to our office at:
Salt Pool Store
7200 Intermodal Drive
Louisville Kentucky *******

- Write your order number and name on the the box
- Also email a tracking number so we can process your warranty in a timely manner to *******@saltpoolstore.com

The turnaround is 4-5 Days once received.

Funny because I had to give them proof of purchase to have the warranty approved.
I replied by telling them that they already have the generator and that its only 4-5 months old. And to look at the receipt that I had to upload to them.

I still have no reply as to what they are doing with it after several attempts. The blogs are correct. This company sucks. Do not by a salt generator from them.

Products don't last. We sent our salt cell back after they said they would inspect it. They never did. They never responded to us by phone. Only sent us an invoice to purchase a new one for more than the original. They made us ship it back to them out of our own pocket. I asked them to mail the original salt cell back to us but I doubt they will. I wish I read all the online reviews before trusting them. They are a scam company. Their products dont last. Poor customer service.

I ordered a replacement Salt Cell, they sent a different one than I ordered, made me pay to send it back when it did not work and then shorted my refund by over $100. Currently working with credit card company to get my money back. They are a very bad company. Do not buy from them.

Ordered a salt cell to replace mine, the price is great (below half compared to Hayward) so I thought I give it a try. The salt cell arrived timely. It was only wrapped in bubble-wrap, no particular packaging that shows it is new.
After further look inside the cell, I found leaves stuck inside the cell, also marking on the connector showing usage. I contacted Saltpoolstore, and they immediately claimed it is normal and they test 1 of t10 salt cells for 24 hrs. I really wonder if Saltpoolstore owner using his own pool to test these salt cells, and then sells them, along with all the leaves that accompany the tested salt cell:)
I asked for returning the unit, and they now expect me to pay for return shipping.
Clearly scam company. Be aware!

I purchased a new salt cell and upon installation it immediately leaked. Took the saltpoolstore 3 days to respond and wanted me to send it back (my own fees) and have them inspect it without no cell working to chlorinate my pool. I asked for a refund and they stopped emailing me. I called the *******120 number and no one answers. It appears this company is a fraud or middle man to the actual company who sells these cells. Website says Knoxville Tennesse and the sales order says Norcross Georgia. The 5738 Darry Circle Georgia address it shipped form is a private residence. The other must be a warehouse. This company is a scam as they are lowballing sales on products they do not have and will not return! DO NOT USE THEM!

I Purchased a salt cell SC36, RC-35/22 ******* gals with a 5 yr warranty. When i initially got it didnt work out of the box. They did send another salt cell a month later but after 18 months it failed again as well. The warranty was for 5 years so i thought it would be no problem to fix it or replace it. I sent the warranty claim paper they requested to be filled out on their site and sent it in. Tommy had contacted me and refused to send a return label and stated i would have to send it on my own which i did at a cost of around 14$. In an email back he had stated the turn around time would be 3 to 4 days. After about a week of its arrival to them i sent an email asking what the status was but got no reply. I attempted to call the number on their site and got a sales person which durring my phone calls i spoke to two sales people which neither one had a clue of its status and stated they would contact Tommy via email who was the initial person i had communicated with. After about 3 weeks he sent an email saying i could purchase another cell at 30% off the MSRP price which was about 669$ A cost of 334$ but online it was selling for 249$ For first time buyers and it was the same salt cell i had purchased. With multiple emails sent to him by his staff as well as myself their was no further communication. No reply was ever received which further call attempts were made but they were unable to help and couldn't explain why. This went on for a month with no further communication from the company who also is keeping the product i had purchased. My guess they would attempt a repair and sell it full price to someone else instead of doing the right thing for their customers

Tcell was purchased in April 2022 and went bad August 2022... DO NOT BUY FROM THEM! They did not refund or replace the item... would not answer their calls and very limited email response. After 2 months of trying to contact them I finally spoke with someone and they were RUDE and not helpful at all.
I spent 339.99 and am just out that money and product.

Purchase was great. Though they claim a 5 year warranty mine failed at 4 months and trying to reach them is fruitless. Smelling a big scam. Would pick zero stars if available

STAY AWAY from these people you will get ripped off! I purchased the platinum cell with 5 year warranty, it arrived but did not function correctly out of the box. I contacted them and they gave me a list of things to do as they said pool store water testing was usually the issue not their cell. Salt level tested at 3200 their cell read 4900 and would not function as it is deemed to high by controller. I had to pay for return shipping and they replaced it, the second unit read way below tested level and tus controller will not function due to perceived low salt. Paid to return that unit as well and have not received replacement to date. They do not respond to requests for reimbursement or requests for status of replacement.

I purchased the Platinum T15 cell with the advertised "industry leading" 5 year warranty. It malfunctioned after 4 months of use. They did replace it last year; however, it took almost 3 weeks to receive the new one. The second Platinum cell malfunctioned (Temp sensor) with only 2 months of use just into the 2022 season.

I am more disappointed in the lack of customer service than the unreliable Platinum T15 salt cell. I would get a company salesman response only after multiple emails sent and calls made. When I finally did get some degree of communication, it was very brief and without any explanation regarding the bad cell. They did not even acknowledge that they received my UPS return of the bad cell. If I had not been persistent, I truly believe that they would have never followed up with me. It was like pulling teeth to get any feedback!

With my experience there has been zero regard for customer service. When I finally did receive an explanation of the "limited 5 year warranty," it was a pro rata on an escalating tier for the amount of times/date it failed. First time free, second time 30% off MRSA, etc. What I find interesting is when they quoted me the $249.99 to replace, the advertised MRSA on their website for the Platinum T15 cell was $599. The amount should have been 30% of $599 = $180. When I called them out on the amount, they suddenly raised the MRSA on their website to $829.99.

Some things are worth more than saving a buck. It took weeks to receive the second replacement Platinum T15 cell. My pool had been living on shock for over a month in the middle of summer. I now have spent a total of $744.98 in original purchase, replacement purchase, shock, shipping charges, and stuck with a 3rd Platinum T15 that I hope will last longer than a few months. I should have just purchased a new Hayward T15 to begin with. You've been warned and informed.

They don't honor there warranty. There phone number is disconnected. They don't respond to your email

After nearly 20 days waiting for a product to ship that was supposedly in stock I contact sales. They said they'd email the warehouse and get back to me asap. After another 2 days I email again and said you obviously don't have it in stock an cancel my order and issue a refund. Withing hours I had a screen shot of shipment intent sent to DHL. After another 5 days of no shipment I repeat the email to sales and initiate a claim with PayPal... this is the exact reason I use PayPal quite a bit. They then get a response the product shipped... from Australia. A few days later I received notification thr product was delivered to the address I provided. Upon looking at the information it says it was delivered somewhere in the Philadelphia PA area. Well since I don't live anywhere near Pennsylvania I sent an additional email to the company and escalated my PayPal claim. No more responses from the company. A complete scam and provide false shipment data to prolong the scam as long as they can.

I ordered a Platinum Edition Replacement Salt Cell for Hayward T-CELL-15 on April 12th. On April 15th a broken, leaking product arrived and within the hour I informed the supplier. Many phone calls and emails later after needlessly waiting for a return label I shipped the broken product at my expense and now, August 12th I am still waiting for my money back! By the way, their phones are handled by a third party and one never ever can speak to a sales or customer service representative! Totally unacceptable!

We were assured the salt cell was compatible but instructions clearly stated was not compatible when received it. We contacted the merchant and was told to return it in original packing with order number clearly marked via FedX, or UPS or UPPS. We did so with FedX and provided proof of delivery for return. No response from Salt Pool store. Filed a dispute with Credit card people but the salt pool store responded to them to say we didn't return the item. Do not order from this company. Products are not verified compatible and return policy will not provide you credit for returned products.

Bought a 5-year cell, died just at 1 year, they said send back in, i did, now they won't even respond to their email system, ghost me when i try to chat. Impossible to talk to anyone other than if they're taking your money

Price for cell was good. Shipping advertised at 3-5 days, but took 18 days.
Verified at startup that salt reading was 3700 with digital indicator. Test strip showed 3800. That lasted about a day, then the salt value shot up to 5700, and could not calibrate it down. I have no clue why my controller still generates, but it does, so since they don't respond to reported issues and it would take until after the season is over to have it replaced and not have that one work properly in some fashion, I'll use it for now, and get a functioning one next year.
Never again!