Reviews

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

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Pool Mart, Inc. has 4 locations, listed below.

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  Pool Mart, Inc.

  6410 Transit Rd Depew, NY 14043-1033

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  Pool Mart, Inc.

  2250 Sheridan Drive Tonawanda, NY 14150

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  Pool Mart, Inc.

  650 E. State Street Olean, NY 14760

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  Pool Mart, Inc.

  3066 Southwestern Blvd. Orchard Park, NY 14127

Review Details

• Review fromKevin S.

  Date: 09/26/2022

  1 star

  Kevin S.

  Date: 09/26/2022

  If I can save anyone the hassle of being misled and point blank lied to read on. This might be the most unprofessional place I have ever dealt with. For starters being lied to about needing any extra electric work done. I was assured I just had to replace one box but come to find out this was not true. Then I was given two sheets of papers with installation contacts that never answered or returned any calls. When I told Pool mart things were not working out I ask for a refund and was told I was being charged a $1500 restocking fee and then hung up on. When my wife and I went to the store they would not give us anyone higher up or the owners number instead were told we need to talk to Brian. He then thought a $750 restocking fee was sufficient and at this point I felt that if I did not accept his offer I was not going to get any of my money back. He repeatedly said he did not have to give me any money back after 3 days and that basically he was doing me a favor. A favor?? I felt bullied and definitely did not feel like a valued customer. When you do not do what they want you to do, they strong arm you. This place are stone cold crooks. Highly recommend shopping else where I know I will be. Hope this helps before it happens to you. They know they are wrong and they don’t even care. Great way to make a living taking other peoples hard earned money. BAD BUSINESS DO NOT SHOP HERE.

  Pool Mart, Inc.

  Date: 09/30/2022

  To whom it may concern: The customer came in and purchased a pool package and floor model hot tub on 9/18. They were
  told that an electrical box would need to be changed and new wiring run, we offered to give
  them licensed electricians numbers but were told they had someone. We also gave them the
  names of the pool installers. The customer scheduled delivery for 9/27. On the morning of 9/26, after
  the pool & package had been pulled for delivery the customer called and requested to cancel the pool due to
  lack of communication from the pool installers. Customer was informed at that time that one
  of the installers was on vacation and we could contact them for him and get him an install date
  within a week, customer still decided to cancel pool, which we allowed them to do, and put
  their deposit towards the balance of the hot tub per their request. At that time we sent a crew
  to the store in which they purchased the hot tub to move the showroom around and pull their
  hot tub off of the showroom floor. The customer then called again to say they are canceling the hot tub do to
  needing a permit for the electric and they did not want to do that because of the other work
  that was going on in their yard. We then told them we could get them on of our recommended
  licensed electricians to do the work up to code. Customer refused, and requested all of their
  money back. We told them that was not possible as we had incurred costs at that point. As
  per NYS law, deposits are not refundable after 3 days, that is clearly stated on their contract.
  We then told them that we are entitled to a minimum of a 20% restocking fee (also stated on contract) for the pool that
  was pulled and the hot tub that came off the floor, both of which needed to be restocked. 20%
  of their purchase is $3,779.60, as a company we felt that keeping that much of a customers
  money is excessive, so in the end Pool Mart and the customer agreed to a 5% restocking fee. We refunded all but $750 of the customers deposit to cover our
  cost of the work we did and cover the credit card fees we were charged. Pool Mart is a 48 year old family business that genuinely cares for the well being and happiness of our customers. We are fair and trustworthy and go above and beyond for our customers.

• Review fromEileen V

  Date: 08/02/2022

  1 star

  Eileen V

  Date: 08/02/2022

  We purchased a very expensive hot tub from pool mart when viewing the model at a home show. When they installed the hot tub they cracked it causing an immediate leak. They sent someone to evaluate crack right away whom stated they installed a hot tub in lewiston and cracked it in the same place. Pool mart was replacing our hot tub to correct this mishap. So far wonderful service....except its now been 4 months woth no new hot tub and not even a phone call from pool mart to at the very least update us on a delivery. After paying on this hot tub for 4 months and not being able to enjoy it we told them to just take it. Now we dont want one. Pool mart said they would if we paid a $2600 restocking fee. How long are we to wait on our hot tub? How many times do we have to call and inquire? Very unhappy with that. Also when first bill arrived it was double the payment quoted at the home show when finishing financing paperwork. After all this I do not reccomend.

  Pool Mart, Inc.

  Date: 08/03/2022

  Mrs *******,
  We are very sorry for the delivery mishap and the wait for the new hot tub. When your husband called to express his displeasure we told him that the hot tub has been here for a little over a week, as our delivery schedule was booked, and that I could get him the new one on Tuesday August 2nd. He denied our offer and said he wanted to return the original hot tub. We said that we don't usually get requests like that but agreed to take the hot tub back. We have incurred expenses handling your sale, with the delivery, financing, and if you want us to pick up the hot tub so there would be the minimum 20% restocking fee or he could just take the brand new hot tub that we ordered for him. As to your payment for financing, that is handled through ***** ***** and we have nothing to do with your payment structure. We are very eager to get you your new hot tub and get this problem situated. Pool Mart is a 48 year old family business and customer service is our number 1 concern.