Complaints
This profile includes complaints for Leslie's's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 174 total complaints in the last 3 years.
- 46 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased pool motor an filter system.Replace the motor already took over 3 weeks to get that fixed.Pool filter is leaking needs new o-rings cant buy them or get them.Contacted the store mgr no help put off by them.She supposedly contacted the district mgr no results or contact.My pool leaks if I run the filter They have no solution I either want it fixed or replaced and I want it done now not in 6 weeks.
Business Response
Date: 07/10/2023
We have forwarded the details to the District Manager and Regional Vice President for the area. They will contact the customer for further assistance.Customer Answer
Date: 07/10/2023
they have responded leaving me to continue to wait for a part that has to be ordered
no dates and a part is still out of stock with additional wait time
they are trying to put me off at no explanation or expense to them I should suffer all cost even though I was inconvenienced and my pool not working over a month
Business Response
Date: 07/11/2023
This item is not under warranty and the store was actively trying to help the customer complete an order for the needed part. To order the part the customer will need to go in store and provide their card information. Once the customer goes into the store they will help locate and order the necessary part.Customer Answer
Date: 07/14/2023
this is the problem they were actively trying to locate a part
they didnt care how long it would take or even if they get it
its been over a month of no response on there behalf they will not accept the responsibility of ignoring me as a customer
Initial Complaint
Date:07/04/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Saturday 7/1/23, I went to Leslie's to get my water tested and purchase chemicals. The tech that was assisting me left, and another tech took over. He took the test print out, and marked off the top chemicals and proceeded to say I needed 4 other chemicals that totaled about $150.00 I left and followed his instructions on how to clear my pool. The next morning my pool was worse, I then went again to ****** with water for them to test and I spoke to a different tech and she pulled out the same print out but this time she stated that the first products he had marked off initially was all I needed the day before. I requested to speak to a manager and she stated he would be back Thursday. It's Wednesday July 4 and my pool is nit ready for my family to enjoy. Total I spent over 220 on chemicals and we will not able to enjoy our pool this day. I want a reimbursement of the money I spent. I had to rent a water slide because the pool water is still cloudy. Attached is the 1st day of how my pool was when I went to Leslie's pools, thr 2nd set of pictures is after the chemicals they provided. The last picture is how it is now, but the water is cloudy.Business Response
Date: 07/10/2023
We have forwarded the details to the District Manager in the area to provide further assistance. He will be in contact with the customer.Initial Complaint
Date:06/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
SHIPPING DELAYS OR EXCUSES? I placed my order for a new spa cover ($435) on 04/26/2023 online and received email confirmation along with the anticipated dated of 3/26/2023 to receive the product. After the date came and went, I contacted customer ********************** to be told that shipping is typically 8 weeks. Not what I was told at the time of purchased and confirmed via email but what could I do. Now, 8 weeks out and I still have not received the item. When I track my order on the website it still shows that it hasn't even shipped. I am losing hope that I am ever going to receive the cover and monsoon season is here. I had to drain my hot tub and cover it with a tarp to protect it from the sun. It will never survive the storms of monsoon season though. I need this cover!!Business Response
Date: 07/07/2023
We are currently waiting for an update from the vendor regarding the cover. We thank you for your patience.Initial Complaint
Date:06/26/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Poor customer ********************** from corporate office / online purchase made by their own stores. Leslies is stalling on providing refund when item where returned by local store and received by corporateBusiness Response
Date: 06/27/2023
We received an error when attempting to issue a refund to the card. A check is currently in the process of being sent to the customerInitial Complaint
Date:06/20/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a pool cleaner on 5/31 that was set to be delivered on 6/5.Never received it after dealing with customer ********************** for a week they discovered the distribution company had misplaced it.on 6/13 this company finally agreed to ship me a new one and on Friday 6/16 I received the wrong pool cleaner.So I called again the manager stated they would ship the right one that day.On 6/20 I called again to inform them I never received my tracking number only to be informed that it was on hold until I shipped and they received the the wrong one that had been delivered.After 2 more hours on the phone they finally agreed to go ahead and ship the correct order but arent sure when Ill receive it.Business Response
Date: 06/23/2023
Hello *****, can you please provide your online order number so we may checking on the status of your order?Initial Complaint
Date:06/16/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a pool from Leslie's and it came with a defective liner. The store assured me the liner would be replaced for free. Both the installed and Leslie's have informed me this is the process and I must speak with the district manager. I have left 5 messages and no response. If you call customer ********************** you get a representative in ***** that says someone will call back. That's a joke. It's been a week and multiple messages with no reply. After days of trying to get someone from thier corporate office she tells me the pool specialist was assigned to my case but she can't call him for a status because there not alound to have each other's phone numbers since they work from home. I had ***** gallons leak all over my backyard. I now have an empty pool with a bad liner and both the regional and district managers don't respond.Business Response
Date: 06/20/2023
New liner was shipped and delivered to the customer on 06/17/23. Please advise if assistance is needed for the replacement liner.Customer Answer
Date: 06/20/2023
Do I need assistance with the install? Is that supposed to be some kind of sick joke? I have been calling your company for 9 days now and trying to reach the district manager and Regional manager. Your company policy is to not give out any contact information for them. You also then tell me that I need to speak with them and to reach out to them. For 9 days I've been trying to get someone to respond to me regarding that exact issue. Does your company actually know what there doing? Your district manager ******** received 6 voice messages from me and ignored all 6. Your Regional manager has received at least 2. ******** also communicated with the store regarding this so I know for a fact she is flat out ignoring me. To come on here ask me that question is simply insulting. You out source your customer ********************** to ***** and they simply state " were expediting this you should get a call back in ***** hours". Then nobody does. And around and around we go. Your company did NOT send me the liner. The manufacturer did and they had amazing customer **********************. Your company should take notes on how they handle these situations. I've never dealt with a company so disrespectful to its customers. Thus will only be resolved when someone picks up a phone and contacts me.Business Response
Date: 06/27/2023
We asked if assistance was needed with the replacement liner, not the install. The District Manager in the area is in contact with the customer and will be working towards a resolution.Initial Complaint
Date:06/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They sent me wrong pool liners and equipment.Business Response
Date: 06/13/2023
All of our liners can be used with salt water pools, there is not specific liner that needs to be used in salt water pool.Initial Complaint
Date:06/10/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a hot tub from Leslies which was delivered in Oct. of 2021. There were many issues, pump not working, control board bad, steps damaged, no speakers, etc. they even had to cut the new hot tub because the control board didnt fit because of the poor design. District manager at the time took care of it but we went months not able to use our new hot tub. Wrong parts delivered, it was a mess. Fast forward, and less than 18 months of use and the cover has completely fallen apart. This hot tub is the biggest piece of junk I have ever seen. So now we either cant use it or it costs ** extra electric. Any cover will be 6-8 weeks to get delivered so more downtime and we are less than 2 years from when it was delivered. For what this costs there should not be this many problems. ************************* act says 3 issues and it is a dud and needs to be replaced or refunded. This is at least the 5th issue. This is not a warranty issue but it is a design flaw.Business Response
Date: 06/12/2023
We were not able to locate any orders with the contact information provided. Can you please provide your order number so we may look into this further?Customer Answer
Date: 06/12/2023
I have the original contract and there is no order number on it but all of the contact info is the same info I submitted here. I dont want to post it publicly with all my private info, but if someone wants to give me a call or email me, I would be more than happy to send it over that way. It is possible that the name is under my wife ****, same last name as mine, but all other contact info would be the same as all the communication was done through my phone number.
I also have the emails from when it was delivered in November of 2021 where we showed that it was not working.
Business Response
Date: 06/13/2023
A communication was sent to the customer outside ******************** portalCustomer Answer
Date: 06/14/2023
they did send me a message asking for info, I will not close this until it is handled.Initial Complaint
Date:06/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Worst customer ********************** Ive ever experienced with *********************** in the Stockton store.Business Response
Date: 06/08/2023
Further details will be needed to address any issues for the customer's experience.Initial Complaint
Date:06/02/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Second request ,After reaching to store , customer ********************** and escalate it to corporate office .. some one reach it form the corporate office and mentioned that the Area manager will reach out 5 days ago.I have no one call or email.Not just a poor customer ********************** it is a unacceptable . Will have my attorney file a court case and have you liable for the fees.Business Response
Date: 06/07/2023
Our retail and service department are actively working with the customer to provide a resolution. The customer has an appointment for ************** to be at the property next week and will be working along side our service department to ensure this is resolved.
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