Reviews

Review Details

• Review fromDD P

  Date: 07/17/2025

  1 star
  Who would have thought this was a scam company. I ordered an expensive Pentair pool light through Pool Supply Unlimited and now no one will take responsibility for a non working $437.00 item.

• Review fromsharon N

  Date: 06/23/2025

  1 star
  I am waiting for a call back or e-mail from you regarding my Berkley pump that is only 2-1/2 months old. My other pump identical to one I ordered lasted 15 years. this only 2-1/2 months . should be covered by ******** one year warranty and your distributor Pool Supply Unlimited in *********** said I needed to get ahold of you before they could ship another, I have not heard back from you. I need a new pump TODAY as my 2 acres with shrubs and lawn depends on this irrigation at 90 degree temps I need one NOW. please respond or do I need to get an attorney to follow up. you need to keep your clients happy. ***** at Pool Supply Unlimited in *********** said you should honor the manufacturer warranty as manufacturer told me today and am still waiting on your response. I hope you really don't want more bad reports on your company. ***** is great but can give me even a number to call you- please respond ASAP 6/23/25 2:30pm - I live in ******** on ************ and need your help ****** ****

• Review fromJohn B

  Date: 06/14/2025

  1 star
  Bought a pool liner for a 12 x 20 OVAL - it came in 12 x 19 - it was obviously the WRONG SIZE . We contacted CS - they asked for photo`s showing it was the wrong size - why would we attempt to keep it on the pool when it didn`t fit??? We boxed and are awaiting a RA -I sent them 2 message telling them I wanted a full return of my money. As a business owner their service is terrible .NEXT STEP - consumer`s affair board . I offered to ship it back under my FED EX Account

  Pool Supply Unlimited

  Date: 06/24/2025

  Hi ****,Were sorry to hear about your experience and appreciate the opportunity to respond. We understand how frustrating it can be to receive an incorrect product, and were committed to resolving such matters as quickly and fairly as *********** your case, we promptly contacted the manufacturer on your behalf and provided you with a Return Goods Authorization (RGA) and prepaid shipping label to streamline the return process. The manufacturer is currently in the peak of their production season, which has unfortunately caused delays in processing. That said, weve ensured you have all the necessary documents and instructions to return the item, and we will issue a full refund once the return is received and verified by the manufacturer.We truly value your patience and cooperation as we follow the proper steps required to resolve this matter. If you have any additional questions or concerns, our customer service team is always here to help. Thank you again for your understanding.

• Review fromSteven F

  Date: 06/12/2025

  1 star
  This is the review I left on Trustpilot: I ordered a replacement part I needed from them. The picture on the website did not match what they sent me at all.I've already reached out to that email and I've heard nothing back.Update: Despite clear picture evidence that the item I ordered off of their website did not match what was sent (the picture of the product did not match the item I was sent) they actually claimed that I ordered the "correct" item and that they were not at fault. This was after they initially agreed that the pictures did not match and that they sent the wrong thing. Then they came back and said "after investigating" they determined that I ordered the "correct" piece and that I was in the wrong. They still offered a refund, so long as I was willing to pay to ship the item back and lost a portion of my refund to a restocking fee. Oh, and they also reserve the right to reject the return and give no refund depending on multiple different factors after you send it back to them, so there is no guarantee that I would even get a refund. This company falsely advertises items by showing you a picture on the website and then sending you a part that does not match that picture at all. This company is a scam and I will tell everyone who will listen that they are.

  Pool Supply Unlimited

  Date: 06/13/2025

  Dear ******,Thank you for your feedback. We understand your frustration and want to offer further clarification on this matter.The item you ordered was the Waterco Multiport Valve, Top Mount Threaded, Model ******P, which is exactly what was shipped to you. This product listing clearly states that the valve is a threaded style, which is different from the clamp style your filter requires. The product title and description accurately reflect this specification.We understand there was concern that the product did not match the photo shown on our website. As explained, the only visual difference is the top sticker, which does not affect the valves compatibility or performance. The image is provided directly by the manufacturer and is meant to be a general visual reference. Because this is a technical item, the written specifications should be the primary guide for compatibility.We recognize how frustrating it can be to receive a part that does not fit your system, even if it was ordered correctly. While our standard policy includes return shipping and restocking fees for buyer error, we chose to waive all of those fees in your case and provided a prepaid return label at no cost to you. Our goal was to help resolve the situation fairly and respectfully.We do take your concerns seriously and have reviewed this matter thoroughly. We fulfilled your order exactly as placed and still extended a full return option at no cost as a courtesy.If you have any remaining questions or need assistance completing the return, we are happy to help.Sincerely,Pool Supply Unlimited Customer Support Team

• Review fromMichelle M

  Date: 06/10/2025

  1 star
  Ordered a Salt Cell system for our pool. It came looking as if it was a returned item. It likely was because it did not work properly. Requested an RMA. No response. Opened a dispute. Received a message after the dispute was opened by ***** *. ***** wanted to know if i would like to return the item for a refund. I explained that i absolutely would love that. I advised that was my original route but received no response from PoolSupplyUnlimited. ***** asked me to advise when I dropped the item at *** Ex and to let him know when I dropped the dispute. I advised I would drop the dispute once the refund was issued. I sent the item back and emailed ***** that I had done so. 8 days after the item was signed for by ***, I still have no refund. I email ***** and he tells me they cannot issue a refund since there is an open dispute. We all know that is not how this works. They can issue a refund and once they do the bank stops the charge back. Its pretty ***** and inconsiderate to hold up the process after I have been very considerate and communicative to a company that inconvenienced me by sending me a defective and possibly used item. I would expect a company to want to help speed up the process for the consumer that has done everything requested.

  Pool Supply Unlimited

  Date: 06/13/2025

  Dear ********,Thank you for your feedback. We truly regret the inconvenience and frustration you experienced, and we appreciate you taking the time to share your concerns.We want to be clear that we did try to assist you throughout the process. As soon as we were made aware of your issue, our team offered a return option and provided support accordingly. However, once a credit card dispute is opened, the situation is placed under the jurisdiction of your bank, and at that point, we are unable to issue any refunds directly. This is not a choice on our part but a standard restriction enforced by the credit card dispute process.Once a chargeback is in progress, your bank holds the funds while they investigate, and any refund or resolution must go through that channel. Issuing a refund while a dispute is active could result in a duplicate refund or cause complications with the dispute case itself. We understand this process can feel frustrating, but unfortunately, we are not able to bypass these banking protocols.We appreciate that you returned the item and kept communication open with our team. Please be assured that we are cooperating fully with the dispute process, and once your bank finalizes their review, any eligible refund will be handled in accordance with their findings.Again, we understand your disappointment and apologize for the experience. If the dispute is withdrawn or resolved, we would be happy to re-engage and assist further on our end.Sincerely,Pool Supply Unlimited Customer Support Team

• Review fromCyrus B

  Date: 10/16/2024

  1 star
  Make sure you read their return policy thoroughly. Pool Supply Unlimited will defer to the warranty policy of the product manufacturer/ supplier and will not accept most returns. Personally, I will never shop with them again.

  Pool Supply Unlimited

  Date: 10/23/2024

  Thank you for your feedback, and we sincerely apologize for any frustration this may have caused. We want to clarify that all of our products are covered by the manufacturer's warranty, which is stated on each product page, as is common across many websites. While we always strive to assist our customers when issues arise, your item was purchased and installed five months ago, and at this point, it falls under the manufacturer's warranty. We encourage you to reach out to the manufacturer for assistance, as this situation is unfortunately beyond our control. Again, we regret any inconvenience youve experienced.

• Review fromBobbi C

  Date: 10/04/2024

  1 star
  BUYER BEWARE!. ****************. We bought a part for our pool heater from this company and its defective. $128.01 for an igniter. Trying to get it replaced is becoming a nightmare. Even though its been less than two weeks since receiving it. We called a professional pool repair company out to check everything and the only thing that wasnt working is the new ignitor. When we realized it was the ignitor that was defective we called this company immediately to return it and get a replacement. The repair guy also said that it looked like it had been used. Our original one was old and in bad shape so we couldnt pass it off as the one they sent us which they questioned us about. Even though I called them right away, Im getting nothing but the runaround. Its obvious theyre trying to get out of refunding my purchase or replacing the defective piece. Instead of being a professional company and acknowledging that the part they sent us was defective (which happens) theyre giving us the third degree. They asked for pictures of the piece, which weve sent and still acting as if we did something wrong.If youre looking for pool supplies I highly suggest you DO NOT use this company. Their business practices and integrity are not what you want when buying products online.

  Pool Supply Unlimited

  Date: 10/07/2024

  Thank you for your feedback, and we are truly sorry for the experience you had with our product and service. We understand how frustrating it can be to receive a defective part, and this is not the experience we strive to provide. While defects can sometimes happen despite our best efforts, we take these matters seriously and work hard to avoid them.
  
  In accordance with our policy, our customer care team requested photos to ensure that you received the correct product, and we understand that this process may have been frustrating. After reviewing the situation, its clear that the issue was not related to receiving the wrong part, and we are sorry for any confusion or inconvenience this caused.
  
  We have escalated your case to our management team, and you should expect to receive a follow-up email from them shortly. Again, we sincerely apologize for any inconvenience and appreciate your patience as we work to resolve this for you.

• Review fromKerry G

  Date: 09/22/2024

  5 stars
  I have ordered multiple items from Pool Supply and have been more than pleased! I ordered a safety fence, a basketball goal and volleyball set. All items were top quality and have help up well over the past 7 years! Prices were way better than my local pool store even with shipping. My pool safety fence was damaged in a storm, so I will be ordering my replacement sections from them. Always so helpful when I call for assistance!

  Pool Supply Unlimited

  Date: 09/25/2024

  Thank you so much for sharing your experience! We're thrilled to hear that the products you ordered, from the safety fence to the basketball and volleyball sets, have held up so well over the years. It's wonderful to know that you're satisfied with the quality and the value we offer, especially compared to local pool stores. We truly appreciate your loyalty and are glad our team has been able to assist you when needed. We're looking forward to helping you with your replacement sections and continuing to support you with all your pool needs!

• Review fromMike C

  Date: 09/16/2024

  1 star
  I ordered a replacement salt cell generator as mine had stopped working. About 10 days later I was wondering why it had not arrived and checked my order status. It was listed as pending. I called the company at that point to find they had no estimated time to even ship the item let alone for me to get it. Without that part, your pool has no chlorine being generated. Being that it is the middle of summer in *************, I quickly had algae in my pool and staining to the surfaces. I canceled the order and ordered another one from elsewhere which shipped promptly. Would have been good to know when I was looking at the part that it was not available in a timely manner. I have now gone through lots of extra chemicals to take care of this, not to mention the work to do it. The pool was also unusable for weeks. Not coming back here for anything.

  Pool Supply Unlimited

  Date: 09/19/2024

  Thank you for your feedback, and we sincerely apologize for the inconvenience. We see that your order was placed on 09/03, and three minutes later, we sent an email notifying you that the item was out of stock and on order, but unfortunately, we did not have an ETA from the manufacturer at that time. To avoid confusion, we ensure that our website clearly displays "in stock and ready to ship" only for items available.

  
  When you called on 09/09, our team requested an ETA from the manufacturer, and by 10/10, we informed you that we still had no ETA. While some customers choose to wait for items to come back in stock, we understand your frustration with the delay, especially given the urgency of needing the part for your pool in the middle of summer. We do our best to quickly notify customers when an item is out of stock to help them make the best decision for their situation.

  
  We're very sorry for the trouble this caused, and while we did our best to communicate with you throughout, we regret that it impacted your pool's condition. We hope to have the opportunity to serve you better in the future.

• Review fromJames C

  Date: 08/05/2024

  1 star
  After taking my money @$400 for a Jandy salt cell replacement I received an email saying that the part was back ordered. There is no one answering phones, the only resort is to leave a message and of course it is never returned. Im out $400 from these thieves. Beware.

  Pool Supply Unlimited

  Date: 09/17/2024

  Thank you for your feedback. Were sorry to hear about your experience. Unfortunately, we couldnt locate an order for you this year, although we see that youve placed five orders with us in the past, and we truly value your business.

  
  If you were referring to the Jandy AquaPure (R0452300), weve had it in stock and ready to ship all summer, so we're concerned there may be some confusion.

  
  For orders from 2022, we were experiencing supply challenges during that period, which affected many businesses, including ours. We did email you ten days after your initial order to notify you that the product was back in stock.

  
  We strive to provide the best service possible and regret that we havent met your expectations this time. Please contact our customer care team at *************************************** with more details, and well be happy to assist you further and resolve the issue. Thank you for your patience, and we hope to make this right.