Reviews
6 Customer Reviews
Review from David P
1 star06/10/2024
Wish I had read the reviews prior to ordering a SR ***** Rogue 2 pool slide. The website clearly states in bold letters that the four flanges and associated hardware are INCLUDED. Well, they did not come with the slide. Its now been 11 days from arrival and still no flanges. The individual that I have been dealing with has said he has initiated a claim on our behalf with SR ***** and gave me a claim number. But still no flanges. So basically they advertised what came with the slide, that didnt happen and I cant install the $3000 slide.
Pool Supply Unlimited Response
06/13/2024
Thank you for bringing this issue to our attention, and we sincerely apologize for the inconvenience you have experienced.
We understand how frustrating it must be not to receive the complete hardware needed to install your SR ***** Rogue 2 pool slide, especially given the significant investment. Unfortunately, the manufacturer left out the required hardware, and we have been actively working with both the manufacturer and you to resolve this matter.
Since receiving your initial email on 5/31, we have made every effort to keep you informed. On 6/5, we notified you that the manufacturer was sending the missing hardware, and the tracking number indicates it was delivered on 6/10.
If you have any problems or have not received the hardware, please let us know immediately so we can address it promptly. We are very sorry for the inconvenience caused by this mistake and appreciate your patience as we work to make it right.
Your satisfaction is very important to us, and we hope to resolve this issue to your complete satisfaction.Review from Lee H
1 star05/23/2024
Do not buy from this company. I bought a product that came defective. It never worked. It came out of the box broken. They will not refund my money. They state the product is used even though it has never worked. It came out of the box broken. I called to return it. Their customer service said they only talk to customers that want to buy something. If I have a problem I must email them my problem. I have been emailing but they will not let me return for a refund. They state I must pay to ship back their defective product, and they may consider it for a warranty which sounds to me that I will be out the very expensive price of the product plus the cost of shipping the broken product back to them. This company doesnt stand by the products they sell and will s**** the customer. Do not buy from them!! Sadly, I spoke to my pool guy about it after the fact and he even said stay away from Pool Supply Unlimited. Pool Supply Unlimited is selling defective products and wont let you return them.Pool Supply Unlimited Response
05/30/2024
We sincerely apologize for the inconvenience you experienced with your recent order. After a thorough review, we acknowledge that your order was not handled according to our standard policies, and for this, we are truly sorry.
We understand how frustrating this must have been, and we appreciate your patience as we work to improve our processes based on this incident. Regarding your current order, we have provided return labels for the product.
Again, we apologize for the trouble this has caused. If you have any further questions or need additional assistance, please do not hesitate to reach out to us.
Thank you for bringing this to our attention.Review from Vickie A
1 star04/30/2024
Purchased an entire Pool Pump/strainer basket from them last year. Was told a delivery date in 3 months. Actually took about 5 months. Finally got it but it was too late to install that season so we used our old one. Finally went to install for this season and found they sent us the wrong strainer basket. We ordered one with epoxy coating and they sent one with out. When I reached out I basically got a "too bad" its too late to do anything about it. There is a significant difference in the cost and so I am asking for a refund of the cost difference. DO NOT DO BUSINESS WITH THIS COMPANY!!!! You will regret it. I only wish I had looked here before spending any money with them.Pool Supply Unlimited Response
05/09/2024
We apologize for the inconvenience you've experienced. As with many purchases, we have a return window of three months to ensure the best service for our customers. We encourage all customers to check their orders upon arrival to ensure everything is correct and in good condition. Unfortunately, it has been almost a year since you received the product, and the photos you sent indicated that the product had been used, which is also against our return policy. We apologize for any inconvenience this may have caused you.
Review from Nathan J
1 star04/17/2024
As others have said, don't waste your money, and I wish I could leave ZERO stars. I ordered a pool pole that was apparently on sale, and received the receipt within a minute. They sent a separate email stating that the item I ordered was out of stock and that they were expecting a shipment soon, however it was neither highlighted as important nor mad obvious that my item was put of stock and had a very extended wait for their "lead time".. 11 days later I called to find out where my order was only to hear that not only did they did not have the pole I paid for ordered and being shipped, they fed me a line on how they were waiting on the company to ship the pole as part of a "special order". Nothing on the site says the item I ordered was out of stock, a special order, or that it would be delayed in getting to me. I asked for them to cancel my order and refund my money. 6 hours later they still have not sent a cancellation notice or initiated a refund to my bank. Do not waste your money. For $15 more I found the same pole from a big box store and will have it at my door in two days. I am beyond disappointed and will likely have to stop payment with my bank.Pool Supply Unlimited Response
05/02/2024
Hi ******,
We are very sorry this has happened. Unfortunately, when you ordered this item, we were out of stock and had delays getting it back into our stock. We issued you a full refund for the product. We are very sorry we could not help you get the item you needed. If you have any questions in the future, we would love to help you.
Have a great swim season!
Review from Patrick S
1 star10/25/2023
Should be zero stars. DO NOT WASTE YOUR MONEY HERE!!! The pool filter cartridge set I received from Pool Supply Unlimited appears to be counterfeit. The filtration material looked different than previous versions of the same item that I've bought (from other retailers) over the years. The item worked briefly but now barely filters for even a few hours. Pentair confirmed that they have not changed the product specifications or filtration material in this item. Pool Supply Unlimited refused to look into their inventory and tried to pass the buck to Pentair. Neither party is any help. They just want to look the other way on apparent fraud.Review from Erin H
1 star06/21/2023
I ordered a pool and immediately reached out to see when it would be shipped so that I could scheduled installation. ***** stated it would be 4 weeks because it was out of stock. I expressed concern because no where in their website did it say it would take so long. I asked to cancel the order and was told by *****, she would cancel the order and I would not be charged, and the hold on my card would be released in 24 hrs. I ordered a pool from another company, a few days later, I got a call from ***** freight to deliver, I scheduled and received **** lb skid of unmarked boxes wrapped in red plastic wrap. It wasnt until I had installers building the pool that we realized it was the wrong pool. Pieces were missing and the installers asked me to call the company-this is when we learned the new pool company had not delivered yet and that the pool from pool supply unlimited had not been cancelled as promised, and in fact, was charged to my card after being told I would not be charged. I had to pay my installers for a days work and then pay them again to install the other pool, had to take down the parts that had been put together, rebox **** lbs of pool and put everything back on a skid to be picked up, and one month later, after several rains-and soaking wet boxes, the pool parts are still stacked in my driveway waiting to be picked up and charges have been refunded. NO ONE will return calls. I have been very polite, yet persistent and have saved all phone records, emails, and names of people who I have spoken to. Yet, no one will follow through will their promises, no one will call back, no one will do the right thing. I have since filed a dispute with my credit card company. Not sure where to go from here. I advise anyone reading this to not use this company, they have terrible follow through and poor customer service.
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