Complaints

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

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  The Pool Supplies Superstore

  10411 80th Ave Pleasant Prairie, WI 53158-2811

• 

  The Pool Supplies Superstore

  6950 51st St Kenosha, WI 53144-1740

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:06/20/2024

  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.

  We purchased solar heater panels from them and we opened the box realized that they were the same kind we have had prior which are poor quality and do not hold up. They were not used and we put them back in the original box as their policy stated and sent back *** at out cost for shipping which was $60. Then I get told they are not refunding my money because they were used. I called them and explained that we did not use them we just took them out of the box. This company needs to refund my money as they have the panels and I do not want them cheap things back!

  Business Response

  Date: 07/09/2024

  Hello,

  Please see the attached return policy as it is detailed on our website. The item was returned in a condition that was not new/unopened and was not considered to even be resalable. So as the attached warranty the customer was contacted and instructed no credit would be due.  A dispute was even entered with the payment processor on this order who had found the decision in our favor.  However, as a courtesy in this situation we have gone ahead and processed a refund back to the payment processor, Affirm minus a 20% restocking fee. 

  Customer Answer

  Date: 07/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. However, we returned the item as stated by their representative that I spoke to on the phone and paid for the item to be returned which I did.  We did everything as stated and then they turn around and stab their customers in the back! We will not be ordering from this company and I hope that you will let others know about them.  Thank you for your help.

  
  
  Regards,
  
  *************************

  
  

• Initial Complaint

  Date:09/14/2023

  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 new pump and an install kit from the Pool Supplies Superstore for a total order of $453. The install kit ($25) arrived too late to use. I had already had the pump installed and had to buy another install kit. When I called to return the $25 kit, two people with your company told me it was impossible to return the unused kit for a refund. I am disputing this claim, and want to be refunded the $25. I spent $453 and your company won't make it right. Very poor customer service!! Does not make sense to me.

  Business Response

  Date: 09/28/2023

   We have reached out to the Consumer to resolve their complaint and per their request a credit has been issued back to the card used to complete the purchase.
  I would like to point out the fact that the information provided to the Consumer was correct per our return policy, as it reads on our website from which the purchase was made,

  To return any merchandise, place it in its original carton along with your contact information, order number if available, and the reason for the return. Send to:******** ************** **************************************************************************. All returns must be pre-paid and insured. If you have any questions, please contact our ************* Team at: CustomerService@*********************************** delivery on any shipment that is not damaged will result in shipping and restocking fees. These will be deducted from the refund amount. We must be notified of any problem with your shipment within 24 hours of delivery. Custom items are made to your specifications and therefore cannot be returned unless there is damage or a defect, in which case we will provide a replacement of the item ordered. Note: Excluded items are opened/installed pool liners, opened paint or chemicals, dive boards, drilled reel systems, pool lifts, furniture,cushions, discounted returns, *************** products, and ALL custom orders. All replacement parts with a value of $40 or under are non-returnable and non-refundable. Any replacement part returned past 30 days from the date of purchase will be disposed of and no credit will be given.

  Customer Answer

  Date: 09/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:03/30/2023

  Type:Sales and Advertising 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.

  Complaint about Doheny's Pool Supply Price Match Guarantee being misrepresented. I found the Hayward 140k heat pump for $200 less on a competitor site. After 3 phone calls and a customer service contact, I was eventually told they would not honor it. They said because the competitor could not ship ASAP (by the way it is March 2023 in ************), they would not match it. I asked, "Are you sure? Your price match guarantee does not list exceptions. I am a returning customer and they let me go for $200 less profit on a $4800 pool heater. I viewed it as a waste of my time and false advertising. Take their item model numbers, search in ******* click Shopping, and find your better price. Don't bother with the headache of seeking their price match guarantee. The first guy told me he couldn't find the competitor's price - I sent him the link. After staring him in the face, he referred me to another guy just to say, "No." List your disclaimers with your ad.

  Business Response

  Date: 04/04/2023

  Hello,

  I certainly apologize, that this was not explained properly.  To price match any product, the product must not be MAP priced item.  Hayward sets contractual pricing on their products that does not allow us to sell the product below.  The competitor listing this product below that pricing is actually in violation of Haywards terms.  Also, it is correct that we are only capable of price matching in stock and available products at both our inventory level and the competitors we cannot price match items that are not in stock or on back order.  

  Customer Answer

  Date: 04/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do not and cannot possibly understand the various manufacturers policies with their sales partners. My complaint is largely about your advertising. It listed no exceptions or disclaimers and I believe it should. Additionally, when I spoke to three separate employees in your company, they never stated this rationale. Instead, one man argued that the competitors price was the same. After some time of debating it, I had to send him the link. The other two employees based their denial on the competitor not having the item in stock. But again, your advertising does not this exception or the one you are providing now.  In fact your reason suggests a competitors price cannot be different due to the manufacturers policy which negates the entire basis of your advertisement. 
  
  Regards,
  
  *********************

  Business Response

  Date: 04/10/2023

  Hello,

  I do apologize for any confusion; the website does explain the *** pricing and exclusions under our FAQ page. 

  Customer Answer

  Date: 04/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:02/14/2023

  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 have purchased this product for years, over *********************************** Dec. 2020 and then we had pool issues. We recently had the pool replastered, tiled and new plumbing. So, I ordered another box via Amazon. My first order was canceled, I called Amazon and was advised that they would email the vendor to advise them to not cancel my order and to order again, I did so and again my order was canceled. I called Amazon again and we found that they are refusing to sell to me because of a supposed chargeback in April of 2019 (remember I purchased in December, 2020) so, it took them over a year and 1/2 to put this on my account. They said the chargeback was caused by my claiming that I had not received the item when I had signed for it. I asked for proof of my signature or an image of it in front of my home and they could not provide because their ********* delivery history does not go back that far. Amazon rep. investigated my purchase history and found no information from the vendor regarding this incident. I had a conference call with Amazon and the vendor and even though I was a great customer (purchased over 10 times), had no proof of my signature or delivery, and the fact that even though they show I signed for it, still refunded me back in 2019 (Who does that?), refuse to sell to me any longer. If I claimed that I didn't get it, I DIDN'T GET THE ***** I have been a Amazon Prime member for years and there is no history of my making this claim on a routine basis. If this is the type of policy they have I would be very tentative when considering purchasing from them as the obviously do not value good customers.

  Business Response

  Date: 02/20/2023

  Hello,

  All pertinent information was provided to Amazon as well as the Customer at the time the dispute was initiated. The signature was provided at this time, the Customer has also been advised previously that we would not allow future orders to be placed. 

  Customer Answer

  Date: 03/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am still concerned about the practices of this business. They refuse to conduct business with me based upon the conjecture that they say I said that I did not receive the package and they say I signed for the package and yet they cannot offer any proof of this action. Adding to this dubious action is the fact that they refunded me the money when they say I signed for the package, who does that?

  
  Regards,
  
  *******************

• Initial Complaint

  Date:08/30/2022

  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 purchased pool liner from pool supplies superstore in April. The item was back ordered and delivered past install. They would not cancel the order. The order was delivered to the wrong address in my neighborhood. I orginally disputed, but found package. I paid FEd $113.35 to ship it back to pool supplies. I have attached confirmation that the package was delivered and received on 7/19/22. The refund has never been issued. The original price was ******, They reported a restocking fee and my refund of ****** would appear. It has not. Paypay, pool supplies, and Discover all report each other responsibilities. HOWEVER, POOL SUPPLIES HAS THE ***** AND MY MONEY. I want a FULL REFUND. I have faxed, emailed, messaged, called and spend weeks getting the paper to each entity with no resolution.

  Business Response

  Date: 09/09/2022

  Hello,

  I do apologize that we were not capable of canceling your order prior to it shipping from it's back order status.  I do see that the liner was returned as of July 21st and we have been attempting to issue credits via PayPal in the time since the item was returned.  However, as there was a dispute open in regards to the charges on this order, PayPal will not physically allow us to issue the credit back to you in this instance. I attempted personally to issue the credit and received the following response from PayPal, "Cannot issue refund on this transaction as buyer has already filed a  
  chargeback on it. ". In order to rectify this situation, I do believe you will need to contact PayPal in regards to the dispute you had initiated.                                                     

  Customer Answer

  Date: 09/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have contacted PayPal 4 times and they say you havent processed the refund. Its not my job to be th go between . I have sent all the communication to each party. I just want a refund, as you fraudulently have the item and my payment!. Please process my refund. 
  
  Regards,
  
  *****************************

  Business Response

  Date: 09/22/2022

  Hello,

  As I stated in my original response, we were not capable of issuing the refund through PayPal.  I reached out to the person who represents our company through PayPal and they had to have PayPal support manually issue a refund as we were not capable.  PayPal stated they have issued the refund back to you for this order in full.