Reviews

This profile includes reviews for Pool Supplies Canada Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Pool Supplies Canada Inc has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Pool Supplies Canada Inc

  3230 Mainway Rd Burlington, ON L7M 1A5

  
• 

  Pool Supplies Canada Inc

  151 Mill Race Crescent Saint Jacobs, ON N0B 2N0

  

Review Details

• Review fromMichael K

  Date: 26/07/2024

  5 stars

  Michael K

  Date: 26/07/2024

  Great service, fast delivery.
  Natasha K in customer service is extremly responsive and helpful.
  

  Pool Supplies Canada Inc

  Date: 26/09/2024

  Thank you for your wonderful feedback *******!
  We made sure to show Natasha your kind words as well and she was very appreciative!
  Please don't hesitate to contact us if you have any concerns at all!

• Review fromSebastien B

  Date: 23/07/2024

  5 stars

  Sebastien B

  Date: 23/07/2024

  Aishah T, make a wonderfull service. She take the problem and solve it * ** *.
  Just WoW!!!!!!
  Thanks
  ********* *
  

  Pool Supplies Canada Inc

  Date: 26/09/2024

  Thank you for your wonderful feedback *********!
  We made sure that Aishah saw your comments as well and she was greatly appreciative of the kind words.
  Please don't hesitate to ever reach out if you have any concerns at all!

• Review fromGordon K

  Date: 05/07/2024

  1 star

  Gordon K

  Date: 05/07/2024

  I received order ******* and it was broken in the box. I submitted with pictures and received a response the next day (great start) asking that I submit pictures of the packaging it came in which I sent immediately. This was 8 days ago - I have followed up twice with the agent that contacted me with no response, chatted with your autobot that asked for my information to better equip the agent to support me - never happened - and texted the number on your site,. Nothing....I just tried on ** Messenger as well but thought I would try another path to maybe get resolution.
  

  Pool Supplies Canada Inc

  Date: 26/09/2024

  Thank you for your feedback ****** and we apologize for the delay in our response time.
  It looks like our system kept pushing your email to the back of the queue based on the follow ups completed. During the height of busy season our response time can be 3-5 business days, sometimes more, depending on the high volume of inquiries we received.
  I can see that this claim was actually completely resolved on July 7th, just 2 days after your review was left.
  Did you have any other comments or concerns regarding your inquiry with us, we'd be more than happy to look into it for you!

• Review fromLinda L

  Date: 05/06/2024

  1 star

  Linda L

  Date: 05/06/2024

  I ordered a ******* pool heater. It arrived within a week but was missing necessary parts. Manual stated parts should have been included. Contacted *******, they said I had to deal with the distributor. Contacted Pool Supplies Canada. They said they would have to be ordered..4 to 6 week wait. ***** ******* * *** ******* I received a call that they had found the parts in their warehouse and were immediately sending them out. Sever days later I received the WRONG parts. Contacted Pool Supplies again...no response. Finally decided to just find them myself. They were at my local pool store. Emailed Pool Supplies Canada with a copy of the receipt requesting reimbursement....Surprise....no response
  

  Pool Supplies Canada Inc

  Date: 11/07/2024

  Thank you so much for your feedback and I am so sorry for the delays with your claim.
  We understand that the manufacturer was unwilling to assist you in this and that we did make an error in the parts that we sent to you in our haste to correct the manufacturer's error in packaging your unit.
  I am terribly sorry for the delays with your claim however after reviewing everything we can see that you were reimbursed for the parts you purchased locally. Please let us know if you were unable to locate the transaction showing the refund so that we can assist you with this further to make sure this gets resolved.
  We are happy to know that your unit is now functioning properly but we would love to hear from you about your experience and how we can make this better moving forward, we appreciate when our customers are able to give us feedback on ways we can improve!
  We look forward to hearing from you.

• Review fromKimberly R

  Date: 03/06/2024

  1 star

  Kimberly R

  Date: 03/06/2024

  Ordered the pool kit early. I had installer scheduled for weeks. There are missing parts for the frame. So the installer wasn't able to complete the setup. I called immediately and was told the parts would arrive in 2 days.. the two days have come and now I'm being told a few more days. I now have to wait to be rescheduled with the installer which has other pools already scheduled. Not only should there not be missing parts they did not expedite the parts or accommodate for the MAJOR INCONVENIENCE. Very disappointed. ******* ******* ******** ******** ******* ***** ** *** **** *** ******
  

  Pool Supplies Canada Inc

  Date: 07/06/2024

  Hello ********,
  Thank you so much for your review and feedback.
  After looking into our records, I can see that you contacted us on the weekend previously and the representative you spoke with advised that we would contact you in 2 business days as the rep who handled missing parts orders was not available.
  I can see that an order was created on the 3rd and the manufacturer delivered the shipment on the 5th. I apologize if this was not as fast as you required it, however as missing parts are considered a manufacturing issue that was not caught in packaging, they are required to be fulfilled by the manufacturer directly.
  I am so happy that you have received the parts in question and that you can now complete your pool installation, and we sincerely hope that you have a happy summer swimming in your new pool!
  Please don't hesitate to contact us if you require any other assistance with anything else as we'd be happy to do what we can to get things sorted out.

• Review fromK. P.

  Date: 28/05/2024

  1 star

  K. P.

  Date: 28/05/2024

  ** ******* *** I have always received our pool supplies from them. We ordered a pool filter the beginning on May 2024 and still have not received it. Was charged for the pool filter immediately. Was lost in transit, reordered the filter after numerous calls and emails to pool supply canada and still no filter. Really horrible service and no one ever calls you back or is held accountable. Spent hours and hours trying to clear this up and still no help from management at pools supply canada. Will never deal with this company again. Not worth the aggravation and horrible customer service. * ******** **** **** **** * *** **** *** **** ** ***** ******* Management needs to step in on this situation but they never did. Instead they put their employees in the line ** **** with unhappy, frustrated customers. ********** ********* **** **** *******
  

  Pool Supplies Canada Inc

  Date: 07/06/2024

  Hello *** and thank you so much for your feedback. I am so sorry that this happened and was not handled sooner by our team. I would like to speak with you further on the feedback you've provided, as well as see if there is anything I can do to make this situation better with you.
  I apologize that this was not escalated to me sooner and the severity of the situation was not conveyed more thoroughly. In this case, you are right, a member of the managerial team should have stepped in, and I would like to apologize that I did not do so beforehand.
  I would like to assist you now, so feel free to reach out to me at any time and I will see what I can do for you and how best I can assist you moving forward.

  K. P.

  Date: 14/06/2024

  Well I really don't know what you could possibly do for us now as by the time this situation was cleared up and we received a pool filter from another company our pool was green and in need of a ton of work to get it back to enjoyment.

• Review fromP. J.

  Date: 26/05/2024

  1 star

  P. J.

  Date: 26/05/2024

  ** *** ******** **** **** ************ Ordered a part for my ******* Pool Heater, order was processed, then I was contacted by the company saying it would take 3-6 weeks before the part was delivered, I had the order cancelled , several weeks later I again contacted the company to inquire about the refund having not yet been issued and again was told the order had been cancelled and a refund would be processed, then a week later I received an email saying that they had reissued the order and that it would be delivered , at no time did I authorize anyone to reorder the part.
  I have several documents that prove the cancellation of the order, after several attempts to contact the company no one has returned any correspondence.
  

  Pool Supplies Canada Inc

  Date: 29/05/2024

  Hello ****,

  
  

  Thank you for your feedback and I am so sorry that your order was shipped after it was cancelled. We've had this issue addressed with the agent in question and would be happy to process a return for a refund in full if you still require it.

  
  

  I have a representative reaching out to you by phone and email so we can get this whole situation resolved. I appreciate you giving us the opportunity to make things right with you.

  
  

  Kind regards,

  
  

  Raylynne
  
  Customer Service Supervisor

  P. J.

  Date: 29/05/2024

  The above comment was out of frustration it should not have taken this long to rectify the issue.
  The company has contacted me and we are in talks to have them solve the order issues.

• Review fromTanya H

  Date: 14/05/2024

  1 star

  Tanya H

  Date: 14/05/2024

  ** *** **** **** ******** ** **** ******** *he customer service is terrible. I ordered a ******* **** sport vacuum. I received a damaged product, I reached out to the company to let them know my product was damaged. Right away customer service said they would send out a replacement for the damaged part. They sent two plastic clips that had nothing to do with my vacuum. I reached out to customer service two more times trying to figure out where my replacement part is and I still didn’t hear anything. I am now returning the product. I walked into pioneer pools the next day bought the same vacuum off the shelf and it works great.
  You would think when you spend over $2000 at a store customer service would be willing to help with a defective product. So disappointing
  

  Pool Supplies Canada Inc

  Date: 29/05/2024

  Hello *****,

  
  

  First and foremost I would like to sincerely apologize for the lengthy duration of your claim and the incorrect part being shipped to you originally when we had placed the order for the replacement.

  
  

  Additionally, I would like to advise that the issues with your claim itself have been addressed with our team to ensure it cannot happen again, including the repeated delays in our responses to you.

  
  

  I understand that due to everything involved that you have completed a return of the damaged unit and have since been refunded in full for this. 

  
  

  I would like to chat with you more regarding this issue, so please reach out to me directly at the provided email so we can arrange a time to talk further and I can hear more from your point of view.

  
  

  Thank you so much and I look forward to hearing from you.

  
  

  Kind regards,

  
  

  Raylynne - After Sales Care Supervisor

• Review fromBen H

  Date: 08/05/2024

  5 stars
  This site has the best prices and amazing customer support. Highly recommend

• Review fromRichard M

  Date: 08/05/2024

  5 stars
  Great customer service experience. Natasha was responsive to my questions and went out of her way to make sure I was satisfied. Great prices + great customer service = return business. Very happy!