Complaints

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:06/23/2025

  Type:Product 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.

  I ordered a chlorination salt cell for my pool online from Pool
  Warehouse in TN. They sent me the incorrect cell and they don’t want to
  Send me the correct one or give me a refund because it has been used.
  Not only did they send me the incorrect unit, it could have possibly broken my whole unit by not hooking the correct cell to my unit! First they sent me a return label & I explained I can’t remove it because my pool wouldn’t be able o run & I can leave an open hole in my piping and not run my pool for a couple weeks in hot florida sun. I asked them to send a used or defective one to keep my pool running & I would just have to add chlorine until I receive my new one.
  The man ***** **** ****** manufacturer said they sent the incorrect cell & won’t work with my unit.

  

  Business Response

  Date: 06/23/2025

  As already explained to the customer, she ordered ************ *** *** ****** **** ******* ***********.  These are two different models, and you ordered the incorrect one.  We sent what was ordered, and you installed that unit and are using it.  We can not take that back to sell to someone else. You have expressed you are upset that the part numbers are so close and you ordering the wrong one is costing you money.  Pool Warehouse does not make the parts or the part numbers.  Those are provided by ******* the manufacturer of the product. 

  Please see our previous communication regarding the same:

  Throughout the conversation, it was explained multiple times that we are not able to confirm compatibility for replacement parts. For example, when you asked, “How do I know what size cell was on before?” the response was:
  “Unfortunately, we're unable to access your record at this time, so I’m not able to view the exact details. Typically, salt cells are selected based on the pool’s water capacity. For example, if your pool holds 32,000 gallons, a 40,000-gallon cell would be appropriate.”
  You were also advised:
  “Since we’re an online sales site, I'm working from the information available on our website. Most of the T cells listed there include the compatible pool gallon size in the product description… I would recommend consulting with a professional pool installer to confirm exactly what’s needed before purchasing.”
  Despite this guidance, you replied that you had found a part number on your system and planned to order the same. The part number you referenced in the photo was ***********, but the item you ordered was ***********—a different model, missing the “1” in the sequence. This distinction is critical, as it identifies a different product line.
  You mentioned that “***** **** ****** saw the pictures of my system and the cell and said that is the incorrect cell for that unit & that is why it’s not working.” He is correct. The *********** cell is not compatible with your Pure Chlor system.
  As confirmed in my previous message after speaking with the manufacturer:
  The *********** Salt Cell is a genuine SOLAXX D5 replacement. It is fully compatible with the A5, E5, and SCC-25 models, and works with Resilience, AquaBlue, Nexa Pure, Intermatic I-Pure, Frog Hybrid, Relaxx, and ComfortChlor systems—but it is not compatible with the Pure Chlor system. Although Pure Chlor may appear similar, it is a private-label product with different specifications.
  The product listing on our website accurately reflects this compatibility, and the part you received matches the item you selected at checkout. Since the product is not defective and has been used, it unfortunately does not qualify for return under our policy.
  I understand your frustration and I’m genuinely sorry for the trouble this has caused. I truly wish I could offer a different resolution, but we’re unable to proceed with a return or exchange in this case. of the situtation:  

  Customer Answer

  Date: 06/23/2025

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

• Initial Complaint

  Date:06/13/2025

  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.

  Ordered and spent 16k for a pool with delivery. I was contacted by the shipping company that they are not equipped to deliver oversized pallets. Called poolwarehouse. Their rep ******* started making phone calls. Calls me back and says. I’m going to have to pickup my oversized pallets from the shipping company because the company they used is not equipped to deliver “oversized” pallets. I told her I paid for a delivered pool. She immediately told me well it’s in the contract and there are NO REFUNDS and poolwarehoise will provide me with a $200 credit. I explained I will not accept the order and I’ll take my business else where.
  
  Follow up phone calls tells me that they have to hire someone else and it’s going to additional $450 and I have to unload oversized pallets that again a shipping company can’t move.
  
  I told her that they need to repack and redeliver. She stated that I’ll have to pay storage fees with shipping company.
  
  
  This purchased a pool with the intent of it being delivered. If a shipping company cannot pickup and deliver my order. How is a customer supposed to?

  

  Business Response

  Date: 06/13/2025

  We are actively working with the carrier to try to get this delivered to the customer.  We have talked to TForce several times and they are telling us the customer is telling them we have told him not to accept the delivery.  That is NOT true, and we have put that in writing to them.  The customer in turn is telling us that he needs it delivered.  We have asked the carrier to make arrangements for delivery with the customer and the customer is expected to accept the delivery.
  

  Customer Answer

  Date: 06/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** *********

   

  please see screenshot from T-Force  they are NOT delivering  

  I have spoken to T-Force and they indicated they are not delivering the pallets. My last correspondence with POOL Warehouse was I would have to go pick up the pallets from T force and they would refund $200 for the inconvenience or pay them additional $450 and still have to unload the pallets that can’t be delivered from a freight company   
  

  How is a customer suppose to pickup pallets that a FRIEGHT company can not deliver. Much less offer me $200 for a $16000 pool. 

  

  Business Response

  Date: 06/16/2025

  Those attachments were taken out of context and there was several miscommunications regarding this pool kit. 

  ******** at the Terminal conference called us and Mr. Bernstein into the call. We discussed via phone with him that the driver can come out to his location to deliver the pallets, but that he would need to have equipment on site to assist with the offloading. He was then told him to get a few extra people on site for the delivery to offload the panels by hand and he agreed to that option. He is going to get with Kimberly on when he can accept the delivery and they are going to waive the redelivery fee to get this one taken care of and out of their warehouse. 

• Initial Complaint

  Date:06/05/2025

  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.

  I am writing to formally request the return and full refund of a Dolphin motor unit I purchased from your store. Prior to placing the order, I spoke with your representative, ******* N., who assured me that if the motor did not resolve the issue with my Dolphin pool cleaner, I would have 30 days to return the item.
  
  Upon receiving the motor unit, I opened the package and installed it solely for the purpose of testing whether it would restore functionality to the pool cleaner. Unfortunately, it did not resolve the issue. On Friday, May 30th, I submitted a return request along with pictures, expecting a smooth return process based on the prior assurance I had received.
  
  To my disappointment, I received a denial response from ******* W., stating that installation constitutes use, and therefore the item cannot be returned. I find this response both unreasonable and inconsistent with the commitment made at the time of purchase. It is standard practice and good faith to assess whether a component functions as intended before determining whether to keep it.
  
  At no point did ******* mention that installing the motor—merely to test its effectiveness—would void my right to return it. Had I been made aware of such a restriction, I would have reconsidered the purchase altogether.
  
  I respectfully ask that you honor the return policy as it was explained to me at the time of purchase and approve the return and refund of this unused and non-functional motor unit. I would appreciate a prompt resolution to this matter.

  

  Business Response

  Date: 06/09/2025

  After reviewing the case and the communications referenced, we must respectfully reaffirm our return policy as it applies to this situation. While we do offer a 30-day return period on many of our products, this policy applies only to items that are unused and in new, resalable condition. Unfortunately, once a motor unit is installed—even for testing purposes—it is no longer considered new and cannot be resold. This is an industry-standard practice due to the potential internal wear and liability associated with installed electrical components. While we understand you were attempting to determine whether the part would resolve the issue, installation constitutes use, and therefore voids eligibility for return under our current return policy. This policy is also clearly outlined in our terms at the time of purchase. We also regret any misunderstanding that may have occurred during your conversation with the sales representative. While our team strives to communicate clearly and accurately, our return policy for electrical components is non-negotiable once an item has been installed. We are investigating this internally to ensure clearer communication moving forward.
  We do appreciate your position and wish we could make an exception in this case, but we must apply our policies consistently across all customers to ensure fairness and product integrity.
  

• Initial Complaint

  Date:05/19/2025

  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.

  We purchased a pool in March 2025 and have tried twice to install it. Ground was professionally leveled and sand our down. First time , pool did not go together as it should have. Called and asked for info/ better instructions and was given zero help and was told by manager at Pool Warehouse if I didn't want the pool, "my only option was to try to sell it on marketplace or eBay". Took it down , Tried again with more help and got it all up and started to fill pool, in 12 hours with a foot and a half of water in the pool the walls and liner are collapsing. I called again and was treated badly and basically told I was stupid and the lady I spoke with and I quote told me that her and her husband have the same pool and put it all up with just the two of them and we must be doing something wrong. I have a 4000 dollar pool that will not service anyone . I am getting no help from Pool Warehouse!

  

  Business Response

  Date: 05/19/2025

  As explained to the customer, this is an installation error.  Please reference to page 31 of 42 for the adjustment instructions that were obviously ignored by the customer. 

   

  

  Business Response

  Date: 06/09/2025

  As already expressed to the customer, we are trying to work with the manufacturer to see if they will extend a warranty courtesy for this customer.  This is not a warranty, but we are trying to work with them to see if we can get anything covered.  This is an installation issue, and until we get a definitive answer from the manufacturer, we are not able to give the customer an answer. We are still waiting to see if we are able to offer any additional help.  We are sorry this process is taking longer than the customer would like, but ultimately, this is something the customer messed up, so the only option is to wait. 

  Customer Answer

  Date: 06/09/2025

  
  
  Complaint: 23344119
  
  
  
  I am rejecting this response because:
  
  I am agreeing to wait a little longer but I do not agree with the fact that you continue to blame me as a customer when in fact the equipment is faulty. Your company needs to take accountability for selling a product that is not in good working order. You have zero proof that it was installed wrong as you have stated because you have not seen the installation, spoke to the landscaping company or the pool installer. You are just very quick to only put responsibility on me as a buyer and that is not good customer service!!!!
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:05/14/2025

  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.

  I ordered a unibead liner with a size of 15x26x54. Pool warehouse has done nothing but demanded photo after photo of their mistake. They sent me a liner that is beaded and not unibead. Completely different liners. The box has a description of 15x26x54. When my team rolled about the liner in attempts to install the liner, to only find out the liner is to small. The measurements of the new liner appear to be for a 12x24x 48 pool and is as stated on the box is a beaded liner and not a unibead. I have requested a new liner be sent to replace this incorrect liner. I have been jumping through hoops in attempts to have this issue fixed with no results. I’m not sure where the issue is but the liner that was shipped is not the liner ordered. Their customer support has got to be the worst I have ever dealt with in regard to finding a solution rather than a finger pointing game. I will never refer nor return to this company for any pool needs in the future. Complete garbage. This will not go with Merritt ! I spent a lot of money on a liner not an incorrect liner.

  

  Business Response

  Date: 05/16/2025

  As previously explained to the customer, we are actively working with the vendor to get the correct liner sent out.  Please refrain from submitting reviews and complaints until we have been given an opportunity to correct the issue. 

• Initial Complaint

  Date:03/03/2025

  Type:Delivery 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.

  Do not order anything from this company. After spending $2700 on a pool that was supposed to be delivered 2/27 I am now told today 3/3 that I either have to pick up the pool , pay $460 to have shipped thru another carrier or to have sent back. This is after their original carrier accepted the order for delivery. Now that they don't have the equipment big enough for my delivery I have to pay for it.

  

  Business Response

  Date: 03/20/2025

  This order has been successfully delivered to the customer. 

   

• Initial Complaint

  Date:02/27/2025

  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.

  Company is refusing to allow return for an un-used item. Requesting return and full refund.

  

  Business Response

  Date: 02/27/2025

  Unfortunately, the item in question is not eligible for return, as clearly stated on our website and in our terms and conditions, which were agreed to at the time of purchase. Additionally, we understand that the liner was removed from the packaging and placed in the yard for measurement. Due to this, we are unable to accept the return, as the item can no longer be sold as new.

  

  Business Response

  Date: 03/03/2025

  We understand that sometimes policies can be overlooked, so we’d like to clarify how our checkout process works and why your purchase is subject to our Terms and Conditions.
  When completing your order, you were required to actively check a box confirming that you read and agreed to our Terms and Conditions before the system allowed you to proceed with the purchase. This step is not optional—it is a necessary part of completing a transaction.
  While we understand that you may not have fully read the terms before clicking, legally, agreeing to the terms by checking the box holds the same weight as signing a contract. This is a standard practice in online transactions.
  Per our stated policy, Liners are non-returnable items, and this was clearly outlined in the Terms and Conditions you agreed to. Because of this, we are unable to process your return.  The email you are referring to is not a threatening email.  It is an informative email that states that your statements contain false and misleading claims that are damaging to our reputation.  The statements in your review are factually incorrect and misrepresent the situation.  If the defamatory content is not removed, we will have no choice but to pursue legal action for defamation.  

  As you can see, we are proponents for transparancy, but we can not hold the liability for your negligence.

  Customer Answer

  Date: 03/03/2025

  
  
  Complaint: 22998419
  
  
  
  I am rejecting this response because I do believe the policy was not clearly defined and a full refund is due. the continued threats are unnecessary and shows the professionalism that the company has towards customers. 
  

  I am requesting a full refund of the monies paid. 
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:02/12/2025

  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.

  I am filing this complaint regarding my deeply frustrating experience with Pool Warehouse. I purchased a $1,619.81 dining/pool table combo along with a 60-month extended warranty plan. Upon delivery, the table was damaged—a pallet nail had pierced the packaging and torn the felt. Due to a military duty, I was away immediately after delivery and could not inspect or report the damage until my return. As soon as I discovered the damage, I reached out to Pool Warehouse for assistance. I was told that Pool Warehouse required customers to report any shipping damage within five days of delivery. This five-day window was never communicated to me at any point during the purchase process. Despite explaining my situation, including the unavoidable delay caused by my military obligations, Pool Warehouse refused to offer any meaningful assistance. What followed was an exhausting, months-long process of blame-shifting, delays, and ultimately unethical suggestions from Pool Warehouse on how to deal with the damage.
  
  Even after explaining the circumstances surrounding my delayed inspection, Pool Warehouse refused to make an exception or provide reasonable accommodations. This inflexibility shows a complete lack of empathy or willingness to assist. They suggested that I mislead the third-party warranty provider, Extend, in order to secure coverage. This suggestion was both unethical and offensive, leaving me shocked and disappointed in the company’s integrity. Throughout this process, I received generic, dismissive responses that ignored the seriousness of the situation.
  
  I respectfully request that Pool Warehouse take responsibility for the damage that occurred and offer either a repair or replacement of the damaged portion of the table. Furthermore, I urge the company to improve its communication and transparency around damage reporting policies and ensure that future customers are treated fairly and ethically.

  

  Business Response

  Date: 02/19/2025

  We regret that the customer was unable to inspect their product at the time of delivery. Our goal is to provide as much information as possible before a purchase is completed, including a video on our website that demonstrates the proper procedure for receiving a shipment.  Unfortunately, the customer did not mark the package as damaged upon delivery. They reached out to us nearly a month after receiving their order, despite the carrier’s policy requiring concealed damage claims to be filed within five days. While we fully understand and respect the customer's military obligations, the freight carrier's policies are not set by us, and we are unable to file a claim without a damage notation on the delivery receipt.  We empathize with the situation and made every effort to assist. However, because the product was not inspected upon delivery, we are unable to take further action. Additionally, resolution was not delayed for months—the customer first contacted us on 10/3, and a resolution was provided by 10/9.

• Initial Complaint

  Date:12/27/2024

  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 ordered a pool table and foosball table from this company. The pool table top, on one side, was damaged, but there was no shipping box damage. It's believed, because of the lack of damage on the shipping boxes, the damage happened before the item was shipped. There as been no reply from Pool Warehouse. We'd like a replacement part to repair the damage.

  

  Business Response

  Date: 01/07/2025

  We are still actively filing a claim for this order.  We are also actively communicating & working with the customer to get this resolved. 

   

  

  Business Response

  Date: 01/09/2025

  Again, We are still actively working on the issue.  We will get resolution to the customer as soon as we have it, as already explained. 

   

  Customer Answer

  Date: 01/09/2025

  
  
  Complaint: 22727613
  
  
  
  I am rejecting this response because: As Pool Warehouse said, they are working on it, but the issue is not yet resolved. Please keep case open and check back in a week to see if we have the resolution details from PW.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:12/06/2024

  Type:Delivery 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.

  I ordered a pool was told one thing by the salesman and a complete different after it was paid then I get upset and they send me an email saying they will no longer communicate with me except by email yes I have the screenshots of the emails and can send them or post them as well I guess it takes 6 days for a wire transfer to clear

  

  Business Response

  Date: 12/12/2024

  We apologize for the miscommunication during the ordering process about the time frame of wires clearing.  Unfortunately, we have to wait for the wire to clear just like waiting for a check to clear.  Once the wire cleared, the order was put into production.