“First and Foremost, if you still decide to do business with Family Pool Fun, even after reading all these horrible reviews AND researching the BBB and seeing their over 200 complaints against them, Please, Please, Please DO NOT TAKE ADVANTAGE OF THEIR 4% DISCOUNT AND PAY THEM WITH AN ELECTRONIC CHECK! They are not doing you any favors, they are using that payment method so you have no recourse when they scam you in some way other than suing them which could take a while. I learned this the hard way, if I paid with a credit card, my summer would not have been ruined and me being out thousands of dollars. I purchased a $5,700 pool from them in April with the assurance that the pool will arrive in the middle of June. On June 16th, an email from Jay (the owner and a very rude and deceptive person) telling me my pool was on backorder and it wouldn't arrive until the 3rd week in July. In the email, there was an option to cancel the order which, at the time, I didn't want to take because by June, pools were all sold out. It wasn't until I received another email from Jay saying the pool is now on backorder until the end of July that I was afraid I would receive the pool sometime in August. I decided to fix my old, decrepit pool which needed a new liner and rust repair. My little boy waited years for a pool because I didn't have the funds to either fix or replace our pool. This year, I was blessed with a good job and wanted to give my son a fun summer. I purchased a liner for $900, padding and floor matting for another $200, a filter for $300 and finally the labor for $500. I waited until I received all the materials before canceling the order so to make sure I have what I needed. I cancelled the order on June 30th at 8:02am via email to Jay, the same day the guy came to fix my pool. It wasn't until the next morning that I saw an email from Family Pool Fun saying my pool (the one on backorder until the end of July) has shipped at 6:54pm the same day. I was devastated. I called the company and had the misfortune of speaking to that same older woman from a previous call on June 16th, who told me to, "get used to disappointment" in regards to the pool on backorder. This time, I was prepared and recorded the conversation. I explained to her that I cancelled the order per the email from Jay, she screamed back, "BEFORE IT SHIPS!!!!". I wrote Jay two emails that were unanswered. It wasn't until my third email, detailing what I would do should he not stop shipment ofthe pool (eg: contacting the BBB, contacting the DA in his state, suing him, etc.). I did get a response to that email which basically said, "bring it on". He also informed me that should I refuse the pool, I would be charged a 25% restocking fee and also shipping back and forth. This would have amounted to thousands of dollars. Even after forwarding him my cancellation email, it didn't matter. My family advised me to take the pool and try to sell it. This has been a MASSIVE ordeal for me. I am a single mom who only wanted to make my son happy but instead he saw me so stressed out this summer, I fell so bad. Please, take this to heart. This company is still in business because they get away with doing this to people. Granted, not everyone has had this type of experience with them. But do we really want a company like this to continue operating and doing deceitful practices when they know they can get away with it. There was another pool company which I wished I did business with that day in April. They are ProPools. I spoke to this guy at length that day and he was so very nice. The only problem was that his pool ETA was June/July. I spoke to him when I received the first backorder email from Jay hoping I could get a pool from him. He was so kind and sorry because all of his pools were sold out AND delivered to his customers. If I only stop one person from getting scammed by Family Pool Fun, I am happy.”
“With the COVID 19 pandemic, swimming pool sales have increased over 400%. Combine that with the labor shortage and shortage of supplies, you have a slim chance of getting a swimming pool anytime soon and at a decent price.
We ordered our MATRIX 54" 20ft pool on 5/29/2021 at the peak of pool season and received it today, 7/19/2021. Packaging was in excellent condition and actually arrived 2 weeks prior to the promised date. On top of that, we paid the regular price! Family Pool Fun could have easily taken advantage of all of us and skyrocketed their prices. The "less expensive" pools that you can buy at Target, Walmart and Amazon are double and triple the price right now and people are paying it! That's only if you can get your hands on one. The pool manufactured by Sharkline and sold by Family Pool Fun, are premium above ground pools that will last you decades(if properly taken care of). Ours has a 60 year warranty and is designed to stay up year round. These pools are no joke people. I will say it again, we paid the regular price. They did not stop taking orders, they did not jack up the prices. They continued to work their butts off to help keep us cranky customers happy.
I am appalled at most of the reviews that have been left here. I am so sorry you did not get your pool in 3 days. I am so sorry that they did not respond to your snippy email right away. I am so sorry that you did not cut these people some slack that have continued to provide you an excellent product at an affordable price. I am so sorry that the world does not revolve around you!
I have nothing negative to say about Family Pool Fun. This is a real company. They are not crooks. This is not a scam. Order your dream pool now. Expect it to arrive in about 6-8 weeks. Level your pool site while you are waiting for your pool to arrive. If you have anything to be mad about, be mad at COVID and the lame people not wearing masks or getting vaccinated so we can all get back to "normal".”
“This company is far beyond amazing. I purchased a pool from them 15 yrs ago and it is still up and running. Thanks to Jay and his staff for their unconditional assistant on helping me. They CARE.
I will share FamilyPoolFun to friends and family for their pool needs”
“They will steal your money, refuse to speak to you, hang up on you, use
Profanity when you are trying to get items you have paid for. I ordered and paid in full for a salt water chlorinator 10 months ago ($700) and they act surprised when I am upset . Craziness. The reviews on their “ ad” page are lies. See the BBB complaints.”
“May 1st I ordered a pool after talking with Jay the sales guy that says online that the pool was in stock. “Will be about 8 weeks.” I was fine with 8 weeks. A week out from our 8 week deadline I send a message requesting confirmation on our delivery. Jay: “They are saying more like the end of July.” Wait….what? The pool I ordered was in stock. So I call and of course Jay won’t get on the phone. “They don’t return calls. You’ll need to message their support system online.” Ok. No…..response…..from …..any…..of…..my…..requests. SERIOUSLY!!!! So Jay can return my phone call when I want to purchase a pool but can’t call me when I have questions about my order. Not even a return message back from their support people after my inquiries. People this is not how a business should be run. This is fraud. If you sell something that is “in stock” it shouldn’t take that much time to deliver. I literally cancelled my here from this company and ordered a pool from Amazon and received the same think in less than a week. DO NOT ORDER ANYTHING FROM THIS COMPANY. THEY WILL LIE TO YOU!!
I think a one star is too high of a rating for this place. If you are still waiting for your purchase I would seriously consider canceling your order.”
“I placed an order for a Pool Mat and received it an a timely manner. I called the customer service and they gave me a tracking number for my shipment. I highly recommend them.”
“This place is a disaster, ordered my pool April 1, 2021 and they telling me July 1, 2020 that I have to wait for the next couple of weeks, customer service sucks, rude unprofessional, bunch of idiots , I should gone with my original company which is Lesliepools, but I was hoping for early delivery so I went with with this disaster company now I’m paying the price for it, stay away from this company.”
“Bought pool 4/30/21. Charged $9052.41 on 5/4/21. Received parts of a pool 5/17/21. Called and emailed immediately regarding missing parts, including the liner! Finally got back to us. The rest will be here mid June. Called & emailed again. Now It’s 6/29/21. Called again today. They couldn’t give me an answer when liner would ship, or if they even had one.Just disputed the charges w our credit card co. Terrible customer service, phones busy, emails take weeks to get a response. Spend your money with a different company.”
“The item has several defects and damages and we can’t use the hardware because it doesn’t fit properly. Please refund or send directions and new hardware.”
“I placed my order in March, was advised 4-6 weeks. I called and after multiple times of calling got through and was told another 2 weeks and to email for updates. My daughter (250 miles away) took 2 days off to help me set up the pool, but it never arrived. 2 weeks later still nothing, no tracking for shipping, nothing, I have sent multiple emails and no response. I called again and after multiple attempts connected again. I was told it will be another 4 weeks. When I stated this is unacceptable I was advised that I am welcome to cancel my order. I asked if I would be charged and was advised, yes there is a restocking fee. I asked what the restocking fee is for when they do not have the pool I ordered and was given the reason being that they have some of the items. I paid for the items I ordered at the time of order through PayPal and will be using PayPal for dispute resolution on this matter. As someone who has been patient, and in customer service for decades as a public servant, this is deplorable. I read a review here about understanding the impacts of COVID19 on small business, I truly do. What I deplore in this interaction is the absolute lack of customer service response, the lies that are told to delay further when someone is finally reached, not returning or responding to 9 emails over 3 months requesting a status update, and then wanting to charge me 5% to return my money for restocking an item they do not have. These are not COVID19 related actions, these are bad business practices and fraudulent ways of doing business.”
“Horrible customer service. Zero communication and they had the balls to charge me 5% on a refund for a pool ladder they could not deliver. This company is a joke.”
“so I have read many reviews regarding this company and became very scared of what was going to happen. I ordered a pool 3/6/2021 with all anticipation that it will take a while. Was told 6 weeks. At 6 weeks they called me and said they had to give me a bigger pool at the same price, OK cool. was told 3 more weeks. Then when I called again 3 weeks later was told 3 more weeks. (middle of June). My husband and I decided to go with another company and cancelled out current order. We did receive our refund in a timely manner and the process was pretty painless. So I give them 2 stars because I never did get my product and felt I could not get a straight answer on when I would get it, but refunding was not as bad as some of the reviews I saw. So i wanted to write this so people know this is not a bad company and they aren't trying to keep your money, but if you order an actual pool expect it to take months.”
