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Had to file a complaint with paypal. I was able to get my money back but never got the pool cover I needed. That is done good thing about using a company like paypal, they will protect you from bad companies like this one.
I have talk to CS about my order three times with the response being the same each week. They say my order is being shipped. No tracking no nothing. I was told item was on stock when ordered but now I'm told it is being dropped shipped from the manufacturers. If I needed it next year I would have ordered it next year
Ordered the Volt FX4LI and did receive it in a reasonable amount of time, however upon arrival there was no extendable handle for the unit, and obviously, that is kind of important for a pool vacuum.
Only in a very small faint print does it say on the site that it fits most standard handles, but at no point does it say handle purchased separately nor does it show you the handle you can purchase.
Now after getting it, they have dropped the price to $60, I don't need to do business with these types of businesses, wish I has read these reviews first. I only hope it at least works.
Purchased a heater which stoped heating after 5 months. Called to get service and was referred to a third party who told me that the heating element is under warranty for 90 days... the warranty is for a year but the HEATING ELEMENT IS UNDER WARRANTY FOR 90 DAYS! NOT SURE IF I SHOULD LOUGH OR CRY
I ordered my pool May 14th, was told 5-7 business days for delivery. It is now June 4th and I'm still waiting. I have tried numerous times to be in touch with customer service, who hasn't offered any type of help for me. They delivered my pool to the wrong state-all away across the country actually. Customer service hasn't returned my emails and I am now ready to report to BBB. Look somewhere else for a pool and/or supplies!
I found the part needed to repair my DE filter on Your Pool HQ web site, and I could not find it anywhere else. When I placed my order I mistakenly entered ail.com instead of aol.com so this left me unable to track my shipment. When I noticed what I had done I tried to fix it, but instead come across many negative reviews for the company. This had me worried. But, my part arrived within a week, it was the correct part, and my filter is now up and running. I cannot speak for those who had bad experienced, but I am very pleased and will use this company again if needed.
... my order came with no issues at all. I ordered the Lamotte 2056 ColorQ Pro 7 Digital Pool Test Kit. Very happy.
I just felt compelled to write this review after previously reading other reviews. I'm in Grapevine, TX and we just suffered from this big freeze along with power outage. I ordered a new Hayward W3C5030 filter a week ago and it just arrived today. It was shipped freight and was here in a week. I could not expect anything better. I contacted/left a message the Thursday evening I ordered it online and Shaun at YourPoolHQ called me the following morning on Friday. Order was verified and he answered all my questions. He informed me if I didn't have a tracking number on Monday to contact him. I called Tuesday, had a 6 minute hold time then Shaun answered. He informed me my filter shipped already and then he emailed me the tracking information.
Communication was there; emails and phone. Received our new filter in a week! Freaking awesome, especially since this is after the Texas snow/freeze of 2021 and many suppliers were out of these filters.
Shout out to Shaun and YourPoolHQ! THANK YOU ALL FOR THE GREAT JOB!
I wish I had researched PoolHQ before I ordered from them. I placed an order for a pool cover in June, of course they took the money right away but by September I had not received it. I called to cancel, and then I have called 3 times looking for my refund. Its now November and I have not received anything... so frustrating, this company is a scam.
I had used Your Pool HQ a few years ago to purchase a replacement pool pump motor. At that time the order was filled accurately and promptly. BUT NOW, they will not answer the phone, I have tried numerous times during the week and on weekends. The phone rings, an automated attendant indicates they will connect me to the next available representative and then they hang up. Each time the same thing happens. They will not respond to emails and the chat rep, on the few occasions they have been available, says they will look into the order. But no follow up and no product is delivered. Of course they charge your credit card as soon as they receive the order rather than when it is shipped. If you try to do business with this company: GOOD LUCK!
After reading all these horrible reviews I'm incredibly worried my safety cover will not get to me that was ordered on 9/1 I've spoken to Deb 2 x over the last few days who is super sweet and I still don't have an answer when my pool cover will get to me. Website should definitely say item will ship and when. It's now business day 7 no tracking information and no idea if or when item will ship.
When you call them the phone says a rep will answer your call. Then it hangs up on you. Tried this multiple times. I cannot think of a bigger red flag than this! I never was able to talk to anyone. It's probably just a bunch of non english speakers trying to scam stupid Americans.
I ordered a pump on July 8 2020 as of August 3 2020. I still do not have the pump, they answer the phone and promise a refund but so far nothing my order is still processing. My account was charged for the pump so they got the money but I don't have the pump.
Called company on 7/22 to confirm the pump I was ordering was in stock as the website said. Employee confirmed yes, and i placed order online. Status never updated so called on 7/28 and was told by another employee it should have shipped already and they would call me back the next day. Called today 7/29 and was told the pump was NOT in stock and there was no ETA on getting one. DO NOT USE this company.
Update from my review on 7/3. Still no pool cover... still no refund... I've emailed several times with no answer. When I actually get someone to answer to answer when I call... I get the same answer... it's going to be shipped next week. Next week never comes! How are these people still on business... still ripping people off!?
Ordered a pool ladder on may25th
Says 5-7 business days on email it's June12th. But I haven't heard anything. I emailed twice no answer waited on live chat no one. Called number after waiting 8 minutes I hung up you took my money for the ladder which isn't cheap! Where's my ladder!?! Either ship my ladder or refund my money please!
I ordered pool part PENTAIR Easy Touch Remote Control came late but didn't work. Called for return info. Called to see if return was received and they confirmed it was received. It's have been 3 1/2 weeks and still no refund made. Sent several emails and made several calls, they have only person working in there for customer services his named is Shawn. Deb is the lady is working on processing email. But, never reply my email back. Do not called Saturday and Sunday for customer services. They will never pick up the phone.
Ordered a pentair system. Did not ship when promised and could not get an update so cancelled before it shipped and was promised prompt credit. Received replacement order immediately from an alternate vendor. Months later Pool HQ shipped. It has taken several months and multiple phone calls and paperwork and it still has not been credited despite many promises. Will file fraud dispute with card company. DO NOT TRUST ANYONE OR ANYTHING THEY SAY AND DO NOT USE THIS VENDOR. I only bother to rate exceptionally good or bad service so this is only my second ever rating. Save yourself, its too late for me.
You're better off buying from Jose' behind the dumpster at Big Lots!
Ordered a hot tub motor/ pump from these idiots! It was shipped in a box with NO padding or protection - plastic pump side down, heavy motor side up, with the shipping label attached to the motor end of the box! No wonder the package arrived, and the pump was SHATTERED in pieces!
When I contacted them, they tried to tell me, "The burden of proof is on YOU, as to who's at fault - our supplier, FedEx or YOU!"
Initially, they were quick to apologize, but when they realized it was the IDIOT who packed it for shipping was at fault, they ended ALL communication with me, and forced me to dispute the purchase with my bank!
You're better off buying used' and taking your chances, than you are buying new' from these scam artists!
We received a call from Christopher on February 21st concerning the damage and our customer service manager Deb asked for him to send a picture of the pump so we can file a claim with the vendor and have a new unit shipped out at no charge. He then yelled at Debbie and hung up on her. A few minutes later he called back and asked to speak to a manager. After berating me for 8 minutes, I was able to get a word in and ask for a picture to be sent. This is a simple process to expedite a resolution with a damaged product. It is a much quicker process than the old days when a product would need to be picked up and inspected before sending a new unit out. The pumps are double boxed with crumpled paper in between each box to absorb the blow if it is dropped. This is a process that both UPS and FedEx recommend to us and our vendors. This has reduced that amount of damages we have seen with pumps in recent years. It is not perfect but it is better than it was years ago. This complaint and attitude from Christopher is puzzling because all we asked for was a picture of the pump that was damaged so we can file a claim and get a new one out.
Placed an order with this business on 5/31. Email said I'd receive it in 7 business days. It's now July 25 and still no sign of my order. Moreover, on 6/18 I sent them an e-mail asking about it - never heard back. Tried to call - always voicemail, never managed to talk to anyone for real. Sent another e-mail, never heard back. I guess I'll see with Paypal if I can get my money back. What a joke!
We are truly sorry to hear about the problems that you had under the previous ownership with yourpoolhq. As the new owners, we have made customer service our top priority. We have on board our customer service guru Deb, who is here for all of your needs and concerns. We would like to prove to you that we can do better. If you decide to give us a second chance, please email us for a coupon code for your next purchase.
Order parts June 8,2018. Many Calls, Email. No response. My CC was charged, but not parts. Called BBB, filed complaint!
We sincerely apologize for the issues that you had under the previous ownership with yourpoolhq. As the new owners, we strive to make customer service our top priority. We have a dedicated customer service representative Deb, who is here for all your customer service needs and concerns. We also have experienced industry representatives’ that can help find what you are looking for. We would like to prove to you that we can do better. If you decide to give us a second chance, please email us for a coupon code towards your next purchase.
The price has been $139.99 all season for the Volt FX4LI which is what you had paid. The $60 that you are referring to is the discount off the list price of $199. Concerning the pole, the information isn't in fine print, it is in the bullet points right next to the product. Most pool owners already have a pole they used for vacuuming or skimming the leaves off the top of the pool so a separate pole should not be needed.