Reviews
This profile includes reviews for Pool Supplies Canada Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 44 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromJeanne E
Date: 07/07/2025
5 starsWe needed a new pool heater and shopped around for the best price and warranty for the model we wanted. Most were identical price, but we found one with a 5% discount, but longer delivery. We mentioned this and Pool Supplies Canada matched this discount, and we could pick up the heater in a day. Great customer service! Thank you.Review fromwesley s
Date: 04/07/2025
5 starsI'm a new customer to pool supplies Canada....I had the pleasure of working with ***** ** and I have to say, they really went the extra mile for me. The promotional cleaner was supposed to only be available under specific conditions, but ***** fought hard to get it for me anyway. I really appreciated how they went above and beyond to make sure I got the best deal. Definitely made the whole shopping experience way more enjoyable. Thanks, *****!Review fromCory D
Date: 02/07/2025
5 starsI have placed serval orders with pool supplies Canada and always receive great customer service when needed. Pricing is great and shipping is quick. Highly recommend!Review fromDon
Date: 02/07/2025
5 starsWe needed to replace our inground swimming pool solar cover and our brother-in-law highly recommended Pool Supplies Canada, which we are so glad he did. We received our solar cover in record time. The price was right and the quality is the best we have had in solar covers for a long time. Pool Supplies offered a $10 credit towards our first on-line order. I ** *** * ***** ****** *** didn't know how to apply the coupon code to our initial order. ******, Customer Support, processed the $10 credit as a separate transaction on our credit card. ****** was great to deal with and had a great sense of humor. We are very happy with our solar cover and with customer support. We highly recommend Pool Supplies Canada for your swimming pool needs. You won't regret it!Review fromPatrick M
Date: 13/06/2025
2 starsI purchased from them for a lot of years never had any problems so I assumed
that if I did they would look after me. Wrong getting anything from them as far as warranty is almost most impossible.leads to email after email. then they change
the people you are dealing with so you start all over. I have over 35 email and still have not gotten anywhere. there products are good but when something goes wrong you are on your own. I would keep my purchase small on this site
so when you do have a problem you can just forget about it and move onReview fromStuart C
Date: 03/06/2025
5 starsI have been dealing with Pool Supplies Canada since 2016. I do not have any complaints with their products, prices, or service. Often when I need something, it can get very overwhelming looking at the different parts and products and that is where it is important to have a good contact person at Pool Supplies Canada to help. My contact person is ***** ** She is a senior costumer service person and she is excellent to deal with. ***** is always willing to help and always willing to give advice on the different products. She is extremely knowledgeable about the products. ***** **makes shopping at Pool Supplies Canada an excellent experience to say the least. If I am unsure about what I require, ***** will quickly look up my previous orders and tell me exactly what I need. I give this person top marks.Review fromTom P
Date: 20/05/2025
1 starI am a return customer.. I have purchased several solar blankets and other products over the years. I received my latest solar blanket with no protective cover in package. I called told by a sales person yes it should have been in package. They transferred me to another person. They said no it doesn't. I have always got the cover with the blanket. I was told they would check with distributor and get back to me. STILL WAITING. ** ******* ** **** ****** **** *** ****** ***** NOT HAPPY * **** *** **** **** ***** ******Review fromSusan Z
Date: 28/09/2024
5 starsSusan Z
Date: 28/09/2024
I had purchased a ****** winter cover almost 4 years ago and it has a 6 year warranty! I LOVE this winter cover and it is by far the best for my above ground pool. This spring when taking it off our pool we noticed that blue flecks from the cover had inundated our water. A closer look at the winter cover shows it was fraying. I followed the instructions on how to make a warranty claim in June and heard nothing back. Then a representative of Pool supplies took over and were persistent in dealing with my issue and never gave up. I totally understood that the warranty was prorated and was prepared to pay the difference. Well because it took so long Pool Supplies Canada managed to get me a brand new cover free of charge! They went above and beyond to help me out! Great customer Service! Thank you! Happy customer here! September 27, 2024
Pool Supplies Canada Inc
Date: 07/10/2024
Thank you so much for your feedback and we were so happy we were able to get this resolved. Additionally, we were more than happy that we could get you a replacement at no charge considering the length of time the warranty took to be resolved.
If you have any other questions or concerns, please don't hesitate to contact us, we greatly enjoyed working with you to get this claim resolved!
Review fromS. C.
Date: 27/08/2024
1 starS. C.
Date: 27/08/2024
***** ******** ******** *********
In 2021 I bought a 300 BTU ******* heater with 2 year extended warranty $3600.. Total of 4 years warranty i thought i had..
2.5 weeks ago my heater started leaking and had it checked out and its the heat ex changer that is rusted out and leaking.. Called into Pool Supplies Canada and had to send all info like SR# pictures, water test, tech sheet etc.. i get that is what you would do for a claim, but the best part is after a whole 2 weeks of emails back and further i got the below response ** ** ** Thank you for sharing these photos with us.
After a closer review of the photos, we found that all that green stuff is oxidization, which is usually caused by an imbalance in the water chemistry. Additionally, the bright orange section is rust/corrosion, also caused by chemical imbalance. I'm afraid that none of this is sadly covered under the extended warranty.
However, we could look into a possible discount if you wish to replace the needed parts according to the tech. report you sent us.
Please, let us know what questions or concerns you have about this.
Thank you!
Giles O - Customer Service Representative
REALLY its the water in balance.. of course its that.. but if i had not purchase extended warranty it would be sorry its out of warranty.. so i wont be buying anymore from Pool supplies Canada..
Date of experience: August 14, 2024Pool Supplies Canada Inc
Date: 26/09/2024
Thank you for your feedback ****** and we're sorry to hear that you're unhappy with the customer service that you received, and that your extended warranty was denied.
I can see after reviewing your claim that we did request additional water tests from over the course of the heater's life to re-review your claim to ensure that we had all information possible.
I understand that hearing your warranty claims has been denied is extremely disappointing but without the water tests, the damage shown to your heat exchanger shows as chemical imbalance. Which causes the copper heat exchanger to oxidize and rust, which is clearly shown in the photos you provided to us.
I wish that there was more we could do aside from offering a discount on the replacement, but as your warranty claim was denied due to chemical damage, our offer of a discount on replacement parts is all that we were able to offer.
If you have any questions or concerns, please don't hesitate to contact us.S. C.
Date: 26/09/2024
Who keeps water test results for 2 years????? The point is that ii got the run around for weeks with all these questions and requests and for what!!!!! Waste of time and money. I had to buy a new exchanger and have it installed $ 4000 dollars later.. please don't insult me by saying it's a chemical imbalance.
I wil never buy again...Review fromCassandra P
Date: 23/08/2024
1 starCassandra P
Date: 23/08/2024
The worst customer service we have ever experienced. Called shortly after they shipped the item to let them know we no longer need it. Instead of stopping the shipment they told us it had to come to us. Take photos of it unopened and request a return. Only to be told the shipping would be over $700. Now playing tag with the person in charge to set up a return and it is near impossible to speak to anyone.
I would NEVER order from them again *** **** ****** ** *** ****** **** *** ***** *** ********** *** *****
Now we still have this $1800 pool heater sitting in our garage where it was dropped off waiting for instructions on how to return and losing almost half of what we paid on a heater that we asked not to be shipped to us.
Just completely awful. So disappointing in their service.Pool Supplies Canada Inc
Date: 26/09/2024
Thank you for your feedback ********* and I'm so sorry to hear this has happened.
I wasn't able to locate an order in our system with your information to look into why this happened to help get this resolved.
Could you comment on this with your order number, or go ahead and reach out to us directly with your order number and ask to speak with myself so I can make sure we get this resolved much faster than it has been so far.
I look forward to working with you on this to ensure you're taken care of.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.