Pool-Spa-Supplies has a rating of 1.8 stars from 105 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Pool-Spa-Supplies most frequently mention credit card, customer service, and hot tub problems. Pool-Spa-Supplies ranks 7th among Spas sites.
I purchased a pump for my hot tub, which unfortunately I had to open a warranty case on. The customer support team was amazing in resolving the situation. They were very responsive, and I had a replacement pump in a few days time. I appreciate the way that they took my problem seriously and resolved the situation. I will buy from them again.
Horrible. Terrible customer service. Told me my product was on back order because the manufacturer was behind on production. Lie. Waited six weeks. Found another company that had it in stock and shipped it the next day. Emailed to cancel my order and they told me it already shipped. Some notice would've been nice. Returned it 2 weeks ago, my credit card was never refunded nor have they answered any of my emails.
Horrible. Terrible customer service. Told me my product was on back order because the manufacturer was behind on production. Lie. Waited six weeks. Found another company that had it in stock and shipped it the next day. Emailed to cancel my order and they told me it already shipped. Some notice would've been nice. Returned it 2 weeks ago, my credit card was never refunded nor have they answered any of my emails.
Tip for consumers:
These people are criminals. Horrible customer service.
Products used:
None. Returned it and never got credited for it. Will not even return emails.
I purchased a pump for my hot tub, which unfortunately I had to open a warranty case on. The customer support team was amazing in resolving the situation. They were very responsive, and I had a replacement pump in a few days time. I appreciate the way that they took my problem seriously and resolved the situation. I will buy from them again.
Products used:
Hot tub pump
Terrible customer service. I placed an order for next day delivery and paid $156.00 for that delivery service. My product did not arrive. I have called repeatedly and no one answers the phone or returns messages. I have sent numerous e-mails with no response. For all I know they are a scam organization. I will call my credit card company to cancel the order at once. It seems from what I have read no one is happy with their product or service.
Tip for consumers:
Do not use this company! The do not answer the phone, or return messages. The do not return e-mails but they are very fast to charge your credit card.
Products used:
none as it did not arrive but they charged my credit card.
I placed an order and received it right on time as promised. However when I received it, one of the items was defective (from the manufacture). PSS did not hesitate to rectify the issue and make sure my order was right. They were quick to respond to my concerns and have kept me up-to-date all along the way. I highly recommend using this company for all your Pool and Spa needs.
Products used:
I will use the same product, just not one that was packaged incorrectly from the manufacturer.
I tried placing my order several times. It was not possible due to "error calculating taxes" (can´t see the challenge on that, but yeah). I asked customer service to help me ship my order to Miami, but never got a response. After reading these reviews, it seems they don´t like having customers.
Products used:
none
Haven't received the circulation pump yet. Did not get a tracking number, so I sent an email and called twice. Nobody answered the phone, so I left a message. Did not get a return phone call, but they did get back to my email at the end of the work day and said they shipped it yesterday, and gave me the tracking number. They had the best price on the internet, and the quality is good. Based on this, I would not hesitate to use them again. They treated me right.
Hi Rob, you didn't provide an order number, but I'm pretty sure I found your order. Your order has already shipped. FedEx Tracking Number: 289558868177
Please let us know if you have any questions during your installation.
We ordered a part for our hot tub May 12,2022. After receiving the wrong part we returned it & have spent all summer trying to get our money back less original shipping, less a restocking fee. It's now October 11,2022 and we still haven't gotten a refund despite speaking directly to them on the phone 3 times over the last 4 months! Good luck to anyone who shops their site! Now we have contacted our State Attorney General Office to clear this up!
I don't know much about pool supplies, but a little about customer service.
Size not same as described
Charged 25% to restock + shipping
Slow to no response to email
Rude on the phone
Tip for consumers:
Shop elsewhere
Sent ozone unit without ground wire even though it is clearly shown as having one in the photo of item. I will gladly send back if they send me the info as to where to send it. They won't!. Called and tech said it would be fine to install if the wires line up with amp plug connection. Why don't they just send what I ordered, a unit with ground, common and hot wires just like the one I'm replacing and just like the one pictured on their website that I ordered.
I forgot I had ordered from these a holes before and made the mistake of doing it again.
These guys truly suck. Buy somewhere else.
I ordered a jet tub kit on monday january 4 2021. It was delivered friday january 8 by noon. Good service for me. Thanks guys.if i need anything else, ill be sure and give you a call. Christopher stocks.
Tip for consumers:
I couldnt get through on phone and they dont return email . But order was delivered in 4 days . Im happy with that
Products used:
Jet pump
Had to switch over from 240v. To 120V. On circuit board of control unit. Over the phone and a couple pictures later John B. Walked me through it! Very knowledgeable and helpful! Thanks again to John B.
I placed an order on 04/24 with 2 day shipping. Was charged but received no response to followup inquiries about the order or shipment date. They still have time to process payments and advertise on google but not to give paying customers an update. I left multiple cordial voicemails and sent multiple emails. I filed a chargeback on my credit card. Dont believe anything on their site about shipment times or customer service.
Tip for consumers:
Dont use https://pool-spa-supplies.com/ Its a waste of time, money, and effort.
Products used:
Nothing.... they shipped nothing and responded to none of my communications.
Wow! Wish I would've read reviews before stupidly purchasing a hot tub part from this company. The part showed up in a box severely damaged (not this company's fault). I rejected the shipment and had it returned. Called P-S-S a couple of weeks later, customer service gal I talked to looked it up and said yes they'd received it. I told her I didn't want a replacement just wanted refund since I had for time purposes purchased the part at a local supplier. She told me she would notify the shipping team to issue refund and not send out new one as they process it through. Couple more weeks go by no refund back to credit card, I call again. Guy on the phone says they've never received it. I took a double take- reminded him what my previous conversations were with customer service. He tells me straight away- "yes I see that in the notes, I have no idea why she said that and she's no longer with the company". Ummmm, come again? Long story short, this company has kept my $322 and refuses to escalate the matter to management. I would recommend, NEVER EVER TO PURCHASE ANYTHING FROM THIS COMPANY. I now see the other reviews and see that it is much the same. Shady company to say the least.
Ordered and paid for a part that the website had in stock. Were told after a number of weeks and chasing it up, that the part was on back order. Told them we were happy to wait as long as it's still coming, we were assured it was. Followed up numerous times, told "it's still being produced and is on back order". Randomly get an email months later that they've cancelled our order and are refunding to an account that we notified them was no longer active. Completely useless and terrible communication. Unsure what will happen to our "refund" of several hundred dollars since the account is defunct and their response is just "refund has been issued to original payment method". What happens when it bounces back? Too bad coz they've issued it so it's no longer their problem? Disgraceful.
Tip for consumers:
To avoid it and source elsewhere.
Products used:
None
We ordered a Spa Recirc Pump. GRAND TOTAL including tax was 159.00 with free shipping. Our total was 180.00 as they charged tax and shipping. When I contacted the company they first argued with me about the free shipping, then said they have to charge tax which is fine, if they had put it on the Grand Total. Instead of making things right with us (total of 21.00), they kept telling me they would send a return label to send the pump back. Even after I said we want the pump, they kept offering the return label. VERY VERY poor customer service. Make sure and check your final credit card bill!
Ordered item arrived within 2 weeks (Montreal, Canada). Brand new and working great! Saved at least 100$ rather buying close home. Had to pay customs fees though (66$ CAD on a 150$ USD). If I'd need another piece I would certainly take a chance again with PSS.
Products used:
Spa heater
I purchased a replacement circulation pump from this company. It worked intermittently for a little over a week and then just died. They don't answer phone calls. I left messages, emailed them, filled out their contact request form online, etc. My wife got lucky once on calling and got a human. They sent an email with a link to their warranty request form. I filled it out and heard nothing.
After a few days I even sent a query via email to the person who sent me the link. Again, crickets.
Coming up on two months with my spa down thanks to these folks.
Ordered a replacement part for my hot tub weeks ago. They took the money but never sent a confirmation email. They list multiple numbers for customer service but they are all services set up for you to call and leave a message and not really talk to anyone. Ironically, nobody ever calls back. I've sent emails, but no response. At this point I have to believe they have stolen my money and not sent the part I thought I had purchased. Not sure how businesses like this are allowed to operate.
Tip for consumers:
They will take your money and not send the product. Bogus company.
Products used:
Ordered:
Coleman / Maax Spas - Topside 103741, 2006 C-Series Deluxe - 103741 (With Overlay 107735)
Hi Andrew, Could we get your order number so we can see what's going on with this order? We do apologize for the delay on some parts currently. We can look into this and get to the bottom of it. Please let us know your order info and we will get that taken care of.
HI Andrew, we have received your email to keep your order in place to ship ASAP. We will get this taken care of for you and we do apologize for the current delay.
I ordered a Gecko spa control 2-weeks ago. The hot tub is used for a medical condition. When I left a message to cancell the order and request a refund, they do not attempt to get back to me. When i go to their website to track my order ( #*******) their website says "You have placed no orders." Many other spa suppliers have my control unit in stock, and i want my money back so I can put the hot tub back in service.
Hi Thomas, we have cancelled and refunded the order for you. Please let us know if you need anything else.
Ordered a new spa pak and topside control, had it installed. Immediately on start up topside was flashing 3 lights and was not heating. I was told that the circuit board in Pak was not telling heater to turn on and needed a new Pak to fix. Sent an email to Pool Spa Supply for a return authorization and the next day there tech called me and had me check different options which I did, and everything he told me did not fix anything, he told me to make sure no air was in line and call him back which I did but he was busy and would call me back which never happened. I called them back left messages, sent several emails and so far have not received any response. If they do call back and replace the pak I will change my review
Update they did call back and I talked to Ken who was very nice and he informed me they would be shipping me a new pak, i will update when new pack arrives
Spa pak was replaced and works great
Tip for consumers:
Shipped new replacement on bad spa pack sent
Products used:
Spa pak
I received my order, a few days later than expected but still decent shipping speed. Prices are very good at this retailer. Could not get through to a single person on the phone line, not sure what that was about. I think the phones are just off the hooks right now. I will say Marquand was great at responding to these reviews, though.
Thanks for your review. We know that reviews are important. Things are a little slow right now with factory closures, etc., but your order is en route to you. Tracking is below:
FedEx.com
Tracking Number: 393925851945
Shows your order was delivered today:
FedEx.com
Tracking Number: 393925851945
Delivered: Thursday 6/18/2020 at 12:12 pm
I received a different part that was pictured online and made them aware. They asked to send pictures of the item and the box. Not only did I send pictures of the item, I sent a picture of what I ordered directly from their site, and told them that "this is what I ordered". I received no reply after that, and have requested a refund and the ability to return. I have heard nothing but crickets. I do not recommend ordering from this place. You will be disappointed. Picture on the left is what I should have received, and picture on the right is what I got.
Products used:
none
Not a review, I ordered a Hayward filter body C800 CX800AA on May 31,2020 on order # in title line, was under the impression it was readily available, but as of June 10th haven't received shipping notification yet. Sent an email on 6/5/20 asking status, no response received. Can you check on this order and advise status please? My current unit has several cracks and dropping water pretty badly.
Steve Adkins
Coral Springs FL
Hello, We apologize, we have an unexpected delay on this part, due to a factory closure related to the pandemic, but they are expected in mid next week from the Hayward factory. Would you like for us to hold the order and ship then or cancel the order for you? We sincerely apologize for the unexpected delay. These delays are unusual, but an unfortunate product of these crazy times and temporary closures that occurred a few weeks back. We apologize.
Ordered a heater for a spa. Received one that was defective. Talked to tech support supervisor and explained the problem. Replied with email stating he shipped out a new one for me that day. I asked for a tracking number several times and no response. 10 days later received email saying it had not shipped. Explained the urgency and that they would ship it out the next day. Asked again 2 days later for a tracking number and to date no response. Decided to just dive in and repair it. Bottom line if you want good product with good customer service do not use them.
Tip for consumers:
Find another place to do business
Hi William, thanks for your review. We apologize that you couldn't get through on the phones. It's very very busy. We do show you emailed yesterday at 9PM, after our hours of operation. We are working our way through all the emails and almost to yours. Your order was placed March 2,2022 5:58:25 PM CST, after our hours of operation. So, your order shipped via Next-Day Air shipping on the 3rd, the first business day after the order was placed. Your order was delivered today and tracking info is below.
FedEx.com
Tracking Number: 270447433482
Delivered
Friday, March 4,2022 at 12:11 pm