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:11/12/2024

  Type:Billing 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 placed an order on 9/29/24 that said the item would ship FREE in 3-5 business days. When you go to check out, you have to enter your zip code to calculate your shipping costs - mine came up free. Every week it was “this item is out of stock but we will be getting a delivery in this week”. I had to reach out several times to get a status update and their Parts Customer Service Manager was extremely rude and unprofessional every time. I noticed on their website that the pool table was back in stock so I emailed her again asking her to confirm - she just responded with “yes” no update on my order/delivery. I responded back asking if I could get an update then and she ignored my email. I finally got a call from the delivery/freight company (who was amazing but also confirmed that PW Parts Manager was extremely rude and unprofessional), the delivery/freight company said that they could not deliver my pool table curbside because their trucks did not have a lift gate to support it (evidently PW is fully aware of their dimensions so they pretty much had it sent there knowing it couldn’t get delivered and PW advised the delivery company to NOT bother them). I reached back out to PW and spoke to the same manager who said my options were to pay over $400 for a rescue delivery, pick it up from the freight company myself or have it sent back to PW and they’ll keep a portion of my money. I asked to speak to her manager and she advised me she was it, there was no one above her. Even her emails to me state they only offer a curbside delivery so why was that not provided. I submitted a product/service review on their website, however, PW did not post it and/or removed it which I feel is giving potential customers a false sense of their products/services. I feel they should reimburse me the costs of having to get the product myself as well as correct their false advertisements.

  

  Business Response

  Date: 11/14/2024

  The customer service manager was not rude.  Unfortunately, firmness has been misinterpreted into rudeness.  A response was given to every single email that was sent: 10/7/24 at 8:29 was responded to 10/7/24 at 9:27, 10/13/24 at 9:59 was responded to at 10/14/24 at 10:24, 10/15/24 at 9:33 was responded to 10/15/24 at 9:35, 10/17/24 9:06 was responded to 10/17/24 at 11:46, 10/18/24 at 6:25 was responded to 10/18/24 at 9:07.  As provided to the customer up front at the time of purchase, we clearly state important information on what to expect when receiving their table.  We make the customer aware that we purchase the liftgate service on their behalf with the freight carriers.  The table is 7' long, so if the driver does not have the skills to put that on a liftgate, we also let the customer that they will have to arrange to have the product had unloaded, or picked up from an alternate location. The terms are very clear and gives the customer all of the information that clearly would have helped them be prepared for the arrival of this shipment had they taken the time to read and understand it. The customer was given an options to unload the table themselves, pick the table up from the carriers terminal, or we would find a rescue for the shipment.  We can not control the freight carrier, nor can we vet a particular drivers skill set that works for these carriers.  We upfront contract with the carrier and they know when they pick up the freight that they are being contracted to deliver the freight on the liftgate.  If you have grievance with the carrier's ability to properly deliver your shipment, you can file a grievance with them at ************* 

   

  Customer Answer

  Date: 11/14/2024

  
  
  Complaint: 22534339
  
  
  
  I am rejecting this response because:

  -The option of customer unloading the item themselves was never given - please provide proof of this. 
  

  -Please advise who responded to this complaint as I feel it’s the same person who was rude from the beginning. 
  

  -I asked PW for legal verbiage surrounding the alternate delivery options as there policy states it might be possible that the customer has to meet the freight company at an alternate location to receive shipment - where’s the verbiage about a “rescue” delivery. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 11/26/2024

  Customer's unloading their own products is Always an option.  Proof is provided by the SEFL Tariff 1090C, Page 7, Section 4 which states: "4. "Consignee to unload the shipment" means that the consignee will perform the complete service of
  unloading the freight from the position in which it was transported in or on the carrier's vehicle."   If the customer still is unsure of how to understand this, they are welcome to do their own research. There are several helpful sites that they could spend some time reviewing. 

  The office manager responded to the complaint.  As stated in the original response, the customer service agent was not rude.  The customer threw a fit and expected her demands to be met when the fact is her negligence of understanding the purchase has led to the current situtation.  Again, a firm response was interpreted as rudeness. 
  
  Pool Warehouse is not obligated to help facility an agreement between the carrier and the customer. The details of alternate delivery options are in our terms and conditions, which again, is agreed to PRIOR to their purchase.  All of the information requested in the complaint are readily accessible with minimum effort. 

   

• Initial Complaint

  Date:10/29/2024

  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.

  Item was deliver appox 7/27/2024 and the two (2) palets were inspected and there was no visibal external damage. I uncrated the two palets within 30 minutes and found the base of the BBQ was damaged. I supplied pictiures and contacted customer service imediately. Contacted them a number of times for updates over the next two (2) months and was told by customer service two months latter that the shippinmg company declined the damage claim and i agree as there was no physical damage to the exterior of the pallet. I was told at that time it was my resposibility to have examined "The Package",. I was told by customer service then I need to uncrate the package while the deliver driver was there to inspect the product - not what their shipping inspection states. One (1) month ago I was told that it will be submitted to their insurance company and if they refused the claim I was simply out of luck.
  I just want what I paid for NOTHING MORE.
  
  My requests to resolve have fallen by the wasyside.

  

  Business Response

  Date: 11/06/2024

  Unfortunately the product was signed for free and clear on the delivery receipt.  Looking at the actual product, especially of this size, is required to actually see if the product is damaged.  That was not done, so we had to fill a concealed claim on behalf of the customer. That claim was denied by the freight carrier since the delivery receipt was signed by the customer free and clear.  The freight carrier's position is that could have happened by the customer as they tried to move the unit.  We have filed for an insurance claim, but that claim, as of 11/4/24, is still under investigation.  We are not able to go any further with this claim until we have a response back from the insurance company. 

  

  Business Response

  Date: 11/11/2024

  The customer stated: "I examined "THE PACKAGE" upon deliver and thee was no external damage to the packaging! I uncreated the two (2) pallets and found the the BBQ base was damaged. I immediately took pictures and contacted PW and forwarded pictures."  This admission confirms that the customer did not actually inspect the product upon delivery, but the exterior packaging only.  

  Our Terms and Conditions, under section 10.6 Grills, Grill Carts & Kitchen Island Shipping Information clear state: 

  Per Pool Warehouse Terms and Conditions customers MUST check for shipping damage before signing the delivery receipt.
  All orders are shipped in perfect condition but sometimes damage occurs in transit. If the damage is not noted at the time of delivery the Customer agrees to file a concealed damage freight claim with the company that delivered their order. If the damage is not noted at the time of delivery Pool Warehouse cannot file a claim for the customer.
  The recipient must report any missing and/or damaged items before the shipper leaves. Report items on the delivery receipt and then email to [email protected].

  Plainly, yes, the customer is to inspect the contents while the delivery driver is present. So, AGAIN, yes, it is part of the shipping protocol.  The customer's negligence to follow these procedures has led us to have to file the insurance claim, which we are NOT legally obligated to do, but out of the spirit of good customer service, we are trying to help as much as we can.  

  Customer Answer

  Date: 11/12/2024

  
  
  Complaint: 22488373
  
  
  
  I am rejecting this response because:

  The shipping condition verbage does NOT state to UNPACK the backage and examine the contents!

  THER WAS NO EXTERNAL DAMAGE TO THE PACKAGING--- NONE!!!! 

  I agree that the shipping company should have declined the damage claim,

   

  Pool Warehouse DOES NO PACK THE PRODUCT FOR SHIPMENT!

  The are in Tennessee and the the pallet were shipped from Florida,

  so gow can ******* ******** state the the item was shipped in perfect condition?

  Was she at the shipping point PERSONALLY and did she see it packaged?

  Does she have a picture of it in the packaging showing that it was undamaged?

  Pretty bold to make a very vague UNTRUTHFULL claim that PW and KW can not support with one hundred prescent accuracy!

   

  I understand that things happen, but there unwillingness to accept responsibility for therew sales item is

  NOT ACCEPTABLE
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:10/25/2024

  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 was sent the incorrect pool equipment three times. I mailed it back at my cost $34.04. I am asking to be reimbursed since this was not my fault they sent me the wrong UV filter tubes.

  

  Business Response

  Date: 11/06/2024

  A full refund was given to the customer.  The customer did not use the Call Tag on the RMA and sent the product back on their own, which is of their own expense.  

  Customer Answer

  Date: 11/08/2024

  I was sent three times the incorrect item.   I paid for the the fee of shipping myself through the USPA an have already attached that receipt.   I was giving no prepaid shipping.   I did exactly like I was told to do and label the package with the RMA numbers as they told me on a label.   I believe I should be reimbursed because it was not my faut they shipped me the incorrect item three times.   That is on them.   I could have just thrown the items away, but instead being honest I shipped them back after contacting ****** in customer service numbers times.

  

  Business Response

  Date: 11/11/2024

  Again, The customer was given a full refund.  The return goods authorization request that was sent on 10/02/2024 would have allowed a call tag, but the customer sent this back on their own.

• Initial Complaint

  Date:09/05/2024

  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.

  Order 227444 was placed on 8/15 and received on 8/19. It was incompatible with my pool equipment. Mostly my fault. I had the correct piece in my cart and saw an upsell for a combo unit, I selected that one assuming it would be the same voltage system and it was not. As soon as I received the product I tried contacting the company to authorize a return. I tried calling but the 1-800 number listed on their website is not a working number. I've emailed every email they list publicly with no response. I was assigned a rep named ***** ******* who sent me an automated email after the order but ***** does not reply either. On 8/27 I finally received a response to the form I completed a week earlier on their website but the email came from a netsuite domain, not pool warehouse. They wanted me to confirm it was unopened and unused and that they would issue an RA. I responded on 8/29 with confirmation and uploaded pictures. I checked in on 9/5 and again today on 9/5. I just want to know that I'll be able to return this and order the correct part but the company is unresponsive.

  

  Business Response

  Date: 09/06/2024

  We apologize for the delay in response.   We have email interaction with the customer on 8/27/24 @ 10:23 am, to which he replied on 8/29/24 at 1:10 am  with the requested information to begin the RMA request with the vendor. 

  We send this to the vendor requesting the RMA.  As soon as the vendor sends over the RMA, we will get that to the customer so that it can be returned.   We have reached out to them again today 9/6/24 to get an update. 

• Initial Complaint

  Date:08/26/2024

  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.

  We ordered a pool table from poolwarehouse (PW) and paid for delivery, all was going fine until we found out that the delivery company (hired by PW) could not deliver the pool because the table is too big and heavy and their liftgate won't be able to handle it. So we contacted PW by phone and email and they replied with an email stating that if the delivery company cannot unload the pool it was up to us to have a forklift to do it or have manpower to help unload (which would take around 6 people per a friend that works in landscape given that the pool table with the pallet weights 550 lbs) or pay an additional $500 to have a service deliver the pool (this is after we paid for the table to be delivered already. They referred us to their terms and conditions list and it was conveniently buried there as item number 10. So they know this could tip the decision to get the item from them or not and they choose to hide them. This information should be very visible for all buyers to know before ordering. We have looked at other sellers before buying it from PW and reviewing their delivery policy none of them require that the buyer unload the product, for example Wayfair has a similar pool table and there's no delivery cost and they will leve the product to the first secure area inside your front entrance, so there are delivery companies that can deliver the product, PW jusd decided to go the cheap route. Amazon has the same policy. It is ridiculous to expect the buyer to unload the product from the truck, let alone have a forklift waiting for the product. On top of that, now their policy allow us to return to sender but they'll charge us 20% restocking fee plus and additional shipping cost. Again it is all stated conveniently hidden on their website. At this point all we can do is to inform other potential buyers to read the fine print because this business is dishonest.

  

  Business Response

  Date: 09/10/2024

  The customer has received their table. 

  We apologize that you did click on the acceptance of the Terms and Conditions without actually reading them. We have been transparent. 

• Initial Complaint

  Date:08/20/2024

  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.

  I wish I would have done some research and read all the bad reviews this company has before I ordered with them.
  Like most other customers I had the same issue ordering a product from this vendor. I requested a return because this product does not work with my setup due to being an outdated or broke board. I received the same email stating about shipping and 30% restocking fee. That is just absurd especially the fee. Being that this is an outdated product that seems to have been used or returned previously due to the same issue. So now I’m being penalized for ordering from this company. I’m still waiting to hear if they would even accept my return.

  

  Business Response

  Date: 08/20/2024

  In this complaint the customer is suggesting that they received a faulty product, but in the email sent to us requesting return, that is never indicated.  In fact, the customer states "this version is not compatible.  Will not work with my unit."  The initial contact with the customer was on 8/17/24.  We had to provide information to the vendor and schedule and RMA.  The RMA was given to the customer on 8/20/24.  The product will need to be returned by the customer. 

  Also-The terms of sale are listed and must be agreed to before the purchase can be placed.  Maybe in addition to researching companies, you should also read the terms and conditions of a sale, BEFORE completing the purchase. This would alleviate 98% of the complaints that you can see online.  We can't force customers to be responsible. 

• Initial Complaint

  Date:07/25/2024

  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 fence that goes around our pool, it has been nearly 2 months and the only update I got was tracking which has been "stuck" since June 21st (which was weeks after the purchase was made). No one reaches back out, and I am out nearly $200. Do not purchase from this company, it's just another scam.

  

  Business Response

  Date: 07/25/2024

  The product was actually shipped out on July 2, 2024 via USPS on tracking number 9434611899564441871709.  This was communicated to the customer on 7/2/24 at 12:58 pm.  Unfortunately, USPS lost the product and a claim had to be filed as well as a refund issued to the customer.  We are not, nor have ever been a scam company.  

  Customer Answer

  Date: 07/26/2024

  I want to also point out that their tracking information was not correct. This is what my tracking number still shows... So the fact that they say it shipped 7/2 is in fact also incorrect. 

  Moving Through Network
  In Transit to Next Facility, Arriving Late
  June 21, 2024  

  
  Departed Post Office
  SAGINAW, MI 48607 
  June 17, 2024, 7:01 pm

   

  

  Business Response

  Date: 08/05/2024

  We are so sorry the freight carrier lost your order.  A Full refund has been issued. 

• Initial Complaint

  Date:07/24/2024

  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.

  Absolutely horrible experience. We ordered a $4000 slide mid-May. Were told we’d receive the slide within 2 weeks max. We did not receive it for about 5-6 weeks. We called time and time again and were given the run around each time. After waiting a month and a half for our slide (which should have been no more than 7-10 days), the slide arrived BROKEN. We paid an installer to come install the slide…and he could not even install it since the lower flume had faulty screw holes AND the adhesive rubber was left out. I called customer service to get the issue addressed and it has been 4 weeks with NO resolution.
  
  Absolutely horrible.
  
  So just to recount: paid about $500 in shipping and was guaranteed slide delivery within 7-10 business days. It took well over a month. We never received updates despite trying. We finally get the slide and it’s broken. We are out hundreds of dollars still for the installer we paid to install. It’s been well over another month and we’ve yet to have ANYTHING done to fix the broken slide issue despite us sending all the photos, item number, etc the same day we called.
  
  So so unhappy.

  

  Business Response

  Date: 07/25/2024

  We apologize for the delay from the manufacturer on this slide.  We do not stock these in house which means we are at their mercy to ship on time.  Obviously, we are trying to help.  We have issued an order for replacement parts and are waiting for vendor confirmation of shipping the replacements.  Again, we apologize, but we are still currently working to try to correct the situation. 

• Initial Complaint

  Date:07/22/2024

  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 purchased an above ground pool from them and some other accessories as well on 5/30/2024. One of the accessories we purchased was a HaywardAquatic 250Li. It did not work out of the box, so we reached out to pool warehouse and they said we have to go through Hayward and they made us do a warranty claim on it. They just now reached back out to us and said it’ll be atleast another month before they can do anything with us. I have been asking for a refund since day one because I don’t want a vacuum that we paid almost 600 dollars for to have to be immediately put in the shop. But they said they cannot give us a refund and instead have us jumping through all these hoops. I don’t want a broke piece of junk, I want my money back so I can get something else. Any help at all would be deeply appreciated. Thanks

  

  Business Response

  Date: 08/05/2024

  HI.  We are actively working with the customer in order to get the cleaner back in order to issue a refund. 

   

  

  Business Response

  Date: 08/20/2024

  Hi, as of 8/20/24, the cleaner has not been returned by the customer.  As explained to the customer, we have to received the product, before the refund can be issued. 

   

• Initial Complaint

  Date:07/16/2024

  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.

  this company has not even attempted to contact me over a $25.00 refund! how pathetic!!

  

  Business Response

  Date: 07/18/2024

  We reached out to the customer on 6.25.24 asking for return information.  We did not get a response to that email.   We did not hear anything from the customer until 7.16.24 at 10:06 when they left an inappropriate voicemail about needing the return.  If they needed the $25.00 that bad, they should have immediately responded to the original email we sent to them for information in June.  Instead, they chose to email and respond with emails such as " I can’t believe how flipping hard it is to a stupid 25$ return!!!  

  Even though we did not get the information we requested back on 6.25.24, we did reach out to the vendor to get the RMA started.  That information was passed along to the customer, the same day they called in, 7.16.24 at 3:32 pm.  The quicker they can return the item, the quicker we can issue their $25.00 refund.