Business Profile
Pool Supplies
Saltpoolstore.comThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
12/09/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased the Item and after a month it stopped working I contacted the store and filled out the warranty claim form and never received any call back or contact from the merchant I’ve made several attempts to call but I keep getting put on hold or simply just hung up onInitial Complaint
12/05/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We have tried to resolve this with the Salt Pool Store and we tried using Capital One to reverse the Charges. The pool store was able to get the charges reversed and keep the money and the part we sent back that is leaking and they did not resolve the issue. So I am out the money and have not received a replacement. We have made multiple phone calls and have been told the warranty department is working on it. This has been over 2 months. I do not have great faith in their product at this time, and have already purchased another from another company. Bottom line, they shipped me something that was defective when we received it. We tried to get our money back, and we did not get our money back. We shipped their defective part back at our expense and did not receive a new one in return and we can not get anyone to return our callInitial Complaint
12/03/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a salt cell in March 2024. On April 1, a FedEx tracking number was created and sent to me. On April 5 the tracking number showed the item still had not been shipped. I contacted FedEx for an update and was told the tracking number did not exist in their system. I then began calling Salt Pool Store, but no one ever answered the phone. I tried chatting online, but no one ever responded to the chat. Thus, I began investigating online to ensure I had not fallen victim to a scam. I purchased the equipment from Salt Pool Store (SPS) however I found a second company with different name with the same address and toll-free phone number selling the same products: Salt Pool Store, ************************** * *** **** ****** ***********************m/. I immediately emailed SPS (4/5/24) to cancel my order since I had not been able to speak with anyone at SPS and the item had not shipped. Despite efforts and to my surprise, the item shipped on 4/9/24 and was received on 4/12/24. On 4/13/24 I emailed SPS asking for an address to return (see 'return policy' and 'reason for return' attachments). All proof shows I met my burden of returning the item within SPS's policy provided online; however, my credit dispute has been rejected by Goldman Sachs on 2 separate occasions due to not following the vendor's policy provided to them by the vendor. Attachments provide all proof to the contrary. I have since opened a 3rd dispute with Goldman Sachs, asked for it to be escalated, and filed a complaint with the CFPB regarding Goldman Sachs' handling of the case due to the proof supporting my claim that I have provided on multiple occasions.Initial Complaint
11/25/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My salt cell failed after 3 months. internally the electrical connections corroded away. i am requesting a full refund. after reading other reviews and after inspecting my unit i can see this is a Cheap knock off that does not meet original factory specifications as your web site claims. Conductivity testing indicates the internal connections between plates and between the plates and the external wires have corroded away. Conductivity test fail. This device is a scam and does not meet the OEM factory specifications. purchased 8-8-2024 Platinum Edition Replacement Salt Cell for Solaxx® R7 / S7 & Purechlor CLG140A-010 | 40,000 Gallons | 5-Year Warranty × 1 $399.99 Subtotal $399.99 Shipping $0.00 Total $399.99 USD Customer information Shipping address Robert Beaver Pala Band Of Mission Indians 38170 Clear Creek St Murrieta CA 92562 United StatesCustomer response
12/09/2024
I have been calling this company daily asking for a refund, Each time i call they tell me i need to speak to the Warranty department, Then place me on hold and eventually hang up. each time this happens i cannot call back as if they block my phone number. after using a different phone I'm able to call back and get the same story, then they block that number. this has now happened over a dozen times, I'm running out of friends phones to call from and this Company still has not returned my money. The product is a Clear counterfeit only designed to look alike the real product. and designed in such a way so that the customer cant tell its not working until their pool turns green because its not generating Chlorine. That way you cant possibly request a refund within the arbitrary 30 days they say you have to request a refund. After 30 days they claim you can only make a warranty claim and get a replacement. But Why would anybody want a replacement Counterfeit product that would further damage their pool. after reading other complaints i have found out I'm not the only person scammed by S****************Initial Complaint
11/25/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased item on Oct 22 2023. The item has a 5 year warranty on it. I have replaced all other components and ruled out that there are any other issues, the salt cell is defective. I reached out to have the cell replaced under warranty. They asked me to ship it in and said it would take 4-5 days... That was over 2 weeks ago. I try calling in and the number on the website does not work. I message in on their website to get an update and all they say is they will follow up on the warranty, then they stop replying. No one answers the emails. I'm very frustrated. All I need is someone to say "we received the item and it is being tested" or "I just sent an email to the warranty department and they will email you in the next 48 hrs." Instead they just ignore their customers. My pool has been running without a chlorinator for over 2 weeks now... that's a big problem. If the item has a 5 year warranty, they should replace it.Initial Complaint
11/19/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The salt generator for my pool which I purchased online on 12/28/2023 failed and I contacted the company and requested a warranty replacement. I sent the unit back as directed and they approved the replacement. The last update I received from Fedex was on 11/07/2024 stating that a label was created and they were awaiting the item. I have called the salt pool store several times and asked what is causing the delay and was told they are looking into it. I just want my money refunded so I can purchase the item I need at another merchant. The following is the information showing the status of the package with Fedex. I appreciate any assistance you can give me with this matter. Thank you, Martin ****** .Estimated Delivery Almost Ready Tracking details will be available once package arrives at the shipping facility. Current Location: --- Destination: R****** ***** ** **********, US Carrier Tracking: ***** ************ *********************** Shipment Activity Most Recent November 7 - 3:08 PM Shipment information sent to FedEx Shipment Contents 1 item Order Number: ******** ******** *****on Replacement Salt Cell for Hayward - GRC/GH Platinum Edition Replacement Salt Cell for Hayward - GRC/GH Qty 1 $0.00Initial Complaint
11/13/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I sent my non-working salt cell that is approximately 13 months old back for warranty and have received no reply from 2 follow up emails in the past 2 weeks. When I call the customer service phone number I get a call center that sounds like it may be in a different country. Their tone with me was as though they do not care and are not going to help. The person on the phone stated that she would send a note to the warranty center and follow up. I'm starting to feel like this may be a business that is not who they say they are as far as the customer service that they offer on their website. I followed all of the instructions while filling out the warranty form and sent my salt cell to the address via UPS as requested. Then replied to their email as requested with the tracking number.Initial Complaint
11/05/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
They cancelled my order but have not sent me my refund . They are not responding to any of my emails or calls . I have documentation from the to PayPal saying they cancelled my order but could not issue a refund because I did a charge back on the card I used . PayPal disputed the chargeback , and my bank found them in favor . So I never received any product , nor did I ever receive my refund , this has been going on since August 2024 .Initial Complaint
10/22/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The business on their website lists Knoxville, TN yet with no street address so I assume this is same company even though this has a KY address.. They state on my order "standard shipping, 3-5 day delivery". It is now 5 days and FedEx says item has not yet been delivered to them and it is in Queensland, Australia! I ordered specifically because they are in Tennessee and I am in urgent need of this part for my swimming pool. I have written 3 emails asking to cancel with no response. All I wish to due is cancel an order which has not shipped, get a credit to my visa account used to place this order, so I can get the part from somewhere else. Upon further review on your website and others I see similar complaints about this business with some calling it a total scam. Please advise, thank you, Ken ******Business response
10/22/2024
customer made a chargeback just after he placed the order... we cant refund $0 as thats what we have from him now and also we obviously wont be sending anything out... .he can go drive to his local pool store and try and scam them,Customer response
10/23/2024
I take issue with the company's response. I did NOT make a "charge back". I notified Bank of America that I wished to cancel this order and the bank put a temporary hold on my visa charge until I received confirmation from SaltPool (doing business as THEPOOLFOLKS?) that my order was indeed canceled. Instead I got the snarky response saying that I was now able to "Scam" my local pool store. While I am still waiting for final resolution from Bank of America I was wondering if you could get a response from them saying that yes, my order **********) has been canceled. Thank you for your assistance, Ken ******Initial Complaint
09/30/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I called to make sure the one I ordered would work with my machine they assured it would. I ordered got the salt cell and it did not work. I contacted the manufacturer of my original for diagnostic and they informed me that it would not work and the salt pool store knows that they are telling everyone they will work when indeed they do not I returned it they cleave me a store credit refused to return my money that salt cell is the only one that would have worked on my system if it would have work. There is nothing else I can spend the store credit on. I just want my money back. I even paid to have it returned.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Contact Information
Customer Complaints Summary
90 total complaints in the last 3 years.
38 complaints closed in the last 12 months.
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