Pool Spa Supplies Reviews

On May 6 th, I ordered a control panel for my spa. As of today, May 25th, no part has been sent. I had emailed them and called. I had to leave a message asking to send me the part or refund my money. No call, no part, no refund. Next step will be notifying the BBB.

I ordered a heater assembly on February 27th, and of course the credit card was charged immediately. It is now March 18th and I have nothing but the order confirmation. I have emailed customer service twice, I have called three times and have not gotten a response at all. Now the voicemailbox is full... how is that even possible?!?

Several months ago I bought a control pack from Pool Spa Supplies, which was a total replacement for my control board and panel in my spa. The control pack had a faulty part in it when I received it. I called their technical support five times before I was put through without a recording, to ascertain which part was bad. Once we determined the faulty part, I had to call back at least three times for them to agree to send me the replacement part. I never received it after waiting 5/6 weeks and called them back 7 more times. All I ever got from them was a recorded voice, with never a returned call. If you are planning on purchasing anything from Pool Spa Supplies, I would plan on never requiring follow-on support of any kind. Also if you notice all they post on their site is good reviews!

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.

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

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.

Ordered a padded head rest from this company on Sept 6th, here it is a month later and no part. Emailed twice with no response. Called, but they don't answer the phone. Read the reviews, this company is out to rip you off. DON'T ODER FROM THIS COMPANY. You have been warned.

DO NOT DO BUSINESS WITH POOL SPA SUPPLIES! I ordered a heater assembly for my Dimension one spa and received it on July 14,2020. The description of the part stated it came with a flow switch. When I opened the box upon receipt I discovered there was no flow switch in the box. Because the connection between my original flow switch and the new heater was different I could not use my original switch. I called Pool Spa Supplies on the phone and never reached a human so I had to leave a message and I also emailed them several times and they have yet to contact me to help resolve this issue. I finally had to resort to shopping elsewhere to locate and purchase the compatible flow switch to make this work. I am very disappointed with Pool Spa Supplies and will never, ever do business with this company again and will do everything in my power to ensure no one else does business with them either. Consider yourself forewarned!

Your order #100061778 - Ordered a control panel on June 27th. Got charged immediately and email saying thank you for your order. Have not received anything since then. Called numerous times and left voice mails and emails and have not not heard from anyone. Filing a dispute with my credit card company now! DO NOT ORDER FROM THIS COMPANY

Was beginning to think I just caught this company at the wrong time but now seeing so many reviews of the same problem, all I can do is warn others too. Placed an order on 6/10 with UPS Ground. Was told a tracking number would be provided after the order. Never received and had to call. My card was charged right away. First phone number disconnected, 2nd number only goes to recorded message that they are "shipping slower than normal but still full filling orders". Left message and sent email to confirm ship date, waited two days without a response. Got email on 6/14 that my order shipped on the 13th, no tracking numbers. Waited 3 more days and called with no answer, emailed again for tracking number no response. Waited 4 more days then called 3 more times without response, twice I warned I needed to know if there was a delay or anything or I would dispute the charge. No sign of my order or response as of 6/26. Now I'm disputing the charge and having to start all over with another company. As a Manager that trains teams in customer service, I can't warn enough that this company must be avoided. I can accept delays because of Covid19 but not ever answering the phone, returning messages or responding to multiple emails is unacceptable when there is clearly a problem that needs to be explained. Had I been told my order was delayed but given some type of timeframe I would have waited even longer but I have to assume at this point that this company is sitting on credit card charges and can't afford to fulfill them.

Update:
They only responded once I made this public and disputed with my credit card company. They answered their call right away but prior to that ignored my 4 emails, 15 phone calls and 4 voice messages. I only got a credit after I disputed. Confirmed with their competitors and others doing reviews they are baiting with lower pricing, charging, then ordering from China or from US companies that have long lead times. In my case this is a special order item and no one can get in under 6 weeks but they didn't say that at the time of order and even lied and said it shipped on 6/13 when it never did. Once I fought to get a refund, Ken calls me and says they actually have it in stock and can ship, this was after he hung up on me 30 mins prior. These people need serious help. I've reported to BBB.

I just got off the phone with the phone with them and I paid for 2-day USPS shipping but they told me they were having issues with USPS and they sent mine via. Fedex. I got the tracking number and my part is due to arrive tomorrow. So they are shipping parts but they are still trying to get caught up with the closures. I ordered Fri 6/12 and part will arrive 6/18.6 Days isn't too terrible.

I placed an order for Gecko - In. Xm2 on the 31st of May. I have written 3 emails asking for feedback on the status of my order with no response. I asked for a full refund if for any reason my order cannot be honored, no response. Tried the FB link, but that is down too. This item is not available in Norway or Sweden! I'm out of options. Is there any chance that I can get the part I ordered anytime soon or at least my money back?
Francis Odeh
Bodo, Norway