Complaints

This profile includes complaints for Watson's's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Watson's

  3401 Ruckriegel Pkwy Louisville, KY 40299-3767

  
• 

  Watson's

  730 E Lewis and Clark Pkwy Clarksville, IN 47129-2210

  
• 

  Watson's

  4111 N Dixie Hwy Elizabethtown, KY 42701-8676

  

The 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:06/30/2025

  Type:Customer Service Issues
  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.

  This pool purchase has been a nightmare! Bought pool on 01-01-25 and was told it would be up by spring. Delivered pool on 04-22-25. Did not hear anything so I called Watson on 05-20 they said someone would be in touch. On 6-22 still no contact so I went up to the business. Was told I would hear from the installer also was told I would need 6 tons of sand. Didnt hear from the installer until 6-27 that I would need 16 TONS of sand! I tried to reach out for clarification but didn't get a response until 6-30 and the pool is supposed to be installed on 7-1 or 7-2. That left me no time to try to find sand from elsewhere. So now I'm out another 1k after already paying over 15k for a pool. This is criminal. The lack of communication and disregard for their customers are astonishing. I wish I would have went somewhere else. Please don't waste your time going here. I would rather get a refund and return the product!

  

  Business Response

  Date: 07/01/2025

  To whom it may concern, 

  I am responding to my knowledge of ******* ***** and the pool purchased with us.  I am currently investigating the delay in installing the pool.  At the time of purchase in January we do not give out dates, as weather is the main determining factor in lead time.  My installation manager has said he has been in contact through the process and the unusual amount of rain has been the largest delay.  There was then a time the customer wasn't quite ready, and then we did get them handed out to an installer who has set their date.   We have had a record amount of rainfall this year, and has caused delays.  As for the cost of sand and lime, we do go over that at time of purchase.  The customer signs the Installation Agreement which they then also take home.   Number 13 states the customer is responsible for the cost of sand and lime.  Their signed agreement is attached.  We have called a rock quarry and the lime alone is roughly $250 - $300 delivered.  This was a quote from ****** **** ******* here in Louisville.  They can also deliver the sand as well.  If the customer has received a quote for $1,000 we are helping to find a more affordable option for them.    

• Initial Complaint

  Date:07/17/2024

  Type:Sales and Advertising Issues
  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.

  4/24/2024 I was informed I was a winner of a $500 giftcard from Watsons of Louisville, KY. Watsons holds a pool school promotion every year at pool opening time. They send emails if your signed up to remind you to register for a chance to win giftcards and prizes. I actually won a $100 giftcard a couple years back. This year same reminders and I entered as usual. An email blast is sent telling you to check to see if you are a winner. I did and my name was listed on the website as a $500 giftcard winner. Screenshots attached. Under good faith of having the card mailed to me, I ordered a hot tub cover replacement that had to be special ordered and paid the difference of the giftcard amount to place the order. When the giftcard didn't arrive in the specified time I called the store, I had to do this last time I won too. I spoke to store manager who told me I was not the "***** ****" who had won. Only the name is listed with the prize next to it, just like the previous time I won. He said I had a common name and there wasn't anything he could do about it. When I asked to speak to a district manager or owner and he said the buck pretty much stops with me. There is no listed corp to call and told each store has different owners. I sent an email and was answered they already told me there's nothing they could do. At this point I canceled the order and asked for a refund which I received. I never once actually asked for anything from him other than the giftcard I had won. My wife and I have been loyal customers buying a pool, hot tub, yearly chemicals and much more over the years. Poorest customer service I've received in a long time. I have many years of upper management myself and would never treat anyone how I was treated.

  

  Business Response

  Date: 07/28/2024

  Hello

  I am writing back in regards to *** ****** complaint.  We have spoke to *** **** on multiple occasions.  

  During our event a ***** **** was chosen as a winner. These winners are picked through our system and are attached to invoices, home address, and phone numbers.  Those customers names are released and the customers are contacted and prizes are then given out to them. 

  We tried to explain to *** **** that there are many ***** ****'s in our system.  We explained that the winners are confirmed and attached to home address and email.  And he unfortunately was not the winner.  This has also happened a number of years ago, and at that time as appreciation we did give *** **** a gift card, even though he was not the winner.  We tried to explain we can not continue to do this.  By that token we feel like we have tried to make ** **** happy in the past. We have also spoken to our corporate office in Cincinnati and they explained as well that there is no room for interpretation as *** ****s information does not match the winners.  We also provided *** **** with a 100% refund on his spa cover, even though our return and cancellation policy states the 50% deposit on special order items is non refundable. 

  The final result was we will not issue a gift card to ** **** as his address, email address, and phone number do not match the winner.  I do wish this decision did not affect *** **** shopping with us in the future.  As we do this event every year where we offer savings and give out prizes, and would wish *** **** luck on winning in the future. 

• Initial Complaint

  Date:11/20/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  ***** ****** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

  

  Business Response

  Date: 11/10/2023

  Good Afternoon,

  The above complaint is not for this company.  

   

  thank you,

   

  ****** *********

  

  Business Response

  Date: 11/30/2023

  *** ****** initially purchased a Hot Tub from us during a special 3 day sale we had. That Hot Tub wouldn’t fit the space he was wanting it placed in. After finding that out he came in and purchased another tub which was smaller, however it cost more than the first one. The reason was the initial Hot Tub was a in stock Hot Tub purchased at a special price and received an additional 15% off the purchase price. When he purchased the second one this 15% discount was left on the invoice in error. The sales associate called to let him know 15% couldn’t be applied since it was for select Hot Tubs during the 3 day sale. I spoke to *** ****** and told him we would honor the 15% off since it was our error. He then decided not to purchase.

• Initial Complaint

  Date:11/16/2023

  Type:Product Issues
  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.

  We purchased a hot tub from Watson's on 5/15/23. The order consisted of the tub, steps, cover, and cover lift-assist. The tub was delivered on 7/26/23 with a used and incorrect size cover. The issue was reported immediately by my husband and by the third-party delivery person. We were told by the manager that it would be replaced. We have attempted to get a timeline or an update but have yet to receive either. Communication has been terrible throughout the process. All we want is what is owed us, the correct and unused cover for our hot tub.

  

  Business Response

  Date: 11/28/2023

  After our sales manager had talked with the customer we was able to get a new cover delivered out to the customer. I followed up with the customer today 11/28/23 to make sure everything was taken care of to their satisfaction. 

• Initial Complaint

  Date:05/31/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  ******* *******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

  

  Business Response

  Date: 06/01/2023

  We are very sorry for the misunderstanding and have instructed our contractor to haul off the existing pool for no additional charge.

   

   

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  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.

  We bought from Watson’s pools last year. 6/22. We paid for it in full no financing.
  
  They sent out this extremely young group of kids to start the job. ***** **** ****  Maybe they know what they are doing. To start they said they would be out around 10 on a certain day. It was 4pm before they came to start. It took another week to get them back out there.
  
  It was not level! 4 inches off. Took pictures to prove it. Went to Watson’s and was told that it wasn’t a big deal and that it couldn’t be right.
  
  Our kids were playing outside the next day and they found their weed vaps next to the pool!!! Our kids!!!!! An 8 and 11 year old. Drove down there again to discuss this issue. Still nothing. Just they were sorry.
  
  Filled the pool, got it going, got in and guess what? They didn’t put down the pad that goes under our liner, that we paid for! Not only that we had massive rocks we were stepping on. Called again to discuss that. I get told it will settle with the weight of the water. These were not pebbles. These were good size rocks that are sharp. Plus no pad under it that I wanted. And paid for!
  
  They said they would send someone out this spring to replace the liner and add the pad. Fine. Whatever.
  
  Put our deck plans on hold. Fast forward. Called this spring to verify we were still on the schedule. Yes.
  
  So we drained our pool…. Someone did come out.
  
  He informed me that our pool was not level by 4 inches. Oh wait ??, I remember telling them that. Followed by massive rocks that were on the bottom that supposedly would settle. Also had tried telling them that. He tried to re-level it the best he could. Got it to 1.5 inches. He took photos to send to Watson’s as well. He said we really needed more sand at the bottom.
  
  So pad went in and liner. Filled the pool for a 2nd time….. and now we have a leak!!!!
  
  So, what now!?! I’m suppose to drain it again, to fix it? Are you really going to fix it correctly this time…. And fill it again!!! For a 3rd time. That doesn’t fix that it’s not level. Or needs more sand.
  
  I had to call and put a hold on the deck, again! I am completely over this whole situation! I just wanted a pool for our kids to enjoy and this has turned into the biggest nightmare and headache.

  

  Business Response

  Date: 05/16/2023

  After Talking with the customer we have agreed to take the pool down and re-level the pool site. We will also be adding any sand that is needed along with the liner pad and new liner. We have also agreed to take care of the water bills for the customer. Unfortunately due to the improper installation by the contractor we have to agree with the customer and want to make sure this pool is properly installed.   

• Initial Complaint

  Date:08/23/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  ****** * ****** **
  
  
  
  

  ---

  
  
  
  
  
   
  get the right piece he said the sectional I bought didn't come with two consoles. When I saw it in the store it had two consoles and the invoice that I have says two consoles. It also is supposed to have a matching table.

  

  Business Response

  Date: 08/25/2022

  I spoke with Mr. ****** today 8/25/22 @ 11:30 in regards to his issue with the sectional. I offered to have a new piece brought out once our shipment arrives (estimated 9/22/22) if that didn't match i would provide a 10% discount or pickup the sectional and refund his money. Mr. ****** preferred not to wait and decided to take the 10% discount. At this time I believe we have satisfactorily resolved this complaint once Mr. ****** receives his refund. The refund will be processed today (8/25/22) and make take 7-10 days to show up in his account due to processing.

   **** *****

  Watsons

  ******************

  ************