“On May 8th I ordered a filter for my pool. I was told it would be shipped in 1.5 weeks from their supplier in my state. I’ve made 6 calls over the last 6 weeks trying to get a delivery date without so much as a response. Today I called again and was told the order was placed with their vendor on 6/18. Just 4 days ago. When I asked them why it wasn’t placed when I ordered it they had no response. Needless to say I canceled my order and will buy it from another supplier. Terrible customer service.”
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“worst worst worst customer service.... ordered wedding cake steps and they came broken finally said would return my money ...... 2 months later..... no money..... I now see all the bad reviews , wished I had seen this before!!”
“The ladder arrived in a totally ripped apart box. Pieces skidding out ! Box was dropped and the guys ran back down the driveway saying we got it like that. I called and got a very rude girl saying just go on line! We even found a note in the box from another customer saying It was the wrong order!!! Never use these people!!”
“This is bar none the worst customer service I have experienced. I ordered a liner almost 4 months ago. The shipping company messed up the delivery and I’m being told that until the shipping company clears up the claim with you guys I won’t get my new liner made and shipped. It blows my mind that your company doesn’t honor an order until this issue is resolved with the shipping company. How is this my fault?? I was told that I can cancel the order and request a refund. Had I known that getting a refund and re-ordering the liner would speed things up, I definitely would have done that.
If I had requested a refund you would’ve been out of that money until the shipping company figures out the claim. So I don’t understand why the order couldn’t be completed as soon as you figured out the issue with FedEx. Your customer service representatives never respond to any of my email requests. I have to call in and get updates all the time. The way the phone staff handles the calls is far from professional. They’re arrogant and make me feel like I’m bothering them while I’m trying to make sense of this substandard service. Beware before you decide to give these people your money. They’re extremely rude and unprofessional!!”
“Once they get their money and make their sale, they’re done w you. Don’t expect any customer service! Tried for 3 years to order some rail pieces and finally gave up. Now I ordered a pump from them and they sent me a whole different brand and will not return my calls or emails. If you comment something negative on their Facebook they block you. There’s a reason their Facebook reviews are turned off!”
“STAY AWAY FROM FAMILY POOL FUN. The worst Customer service experience I have ever encountered and I buy online daily .... I am in awe of how they handle their business. They will not stay in business operating like this ..It will catch up to them .
I will add to disgruntled customer list . Similar experiences as others on here . Ordered pool cover anchors and long tubes to install into ground . Shipped only the aluminum tube no anchor , no paperwork . Finally after the 3rd email told me they ship separate. REALLY listed as 1 sku on website not 2 ..tube is useless without the anchor SHOULD NOT EVEN SHIP.. Sent no less than 15 emails' asked for them to pay for shipping the tubes back since they did not ship me what I ordered and they refuse to do it.. Trying to tell me if I buy something at Target they dont pay for your gas back.
ARE YOU KIDDING ME .. First of all understand how to do business online and admit your ERROR and take care of your error. Don't blame me for your Negligence.”
“As with everyone else, DO NOT BUY FROM THIS COMPANY!!! READ REVIEWS!!!! Ordered never received, ZERO customer service. You'll get more/better results if you talk to a brick wall! Contesting charge with credit card.”
“I ordered a liner 5/1/22 and 5/13 I asked for tracking information they FINALLY sent me a tracking number but did not tell me who was delivering so No way to track then 5/27 I asked to cancel my order they said it was delivered 5/19 (it wasn't) and now they will not help me figure this out! I am out 300 dollars and when I asked what steps I need to take they responded "what do you mean by that" seriously??? They have HORRIBLE customer service as well as obviously no one that knows what they are doing.”
“I ordered a pool heater and came home to a pallet with pool steps. How do you mistake steps for a pool heater. It now has been 2 weeks with no communication on how the problem is going to be fixed, just wanting me to send pictures. This was done on the day of delivery.
DO NOT ORDER FROM THIS COMPANY, unless you enjoy frustration and misery.”
“HORRIBLE! Sent me my order after telling me that it was cancelled and the manufacturer ran out of material. I had already purchased elsewhere because they told me I wasn’t getting it and then it appeared in my doorstep. I was told to “simply return” it. Was charged hundreds of dollars in return shipping and restock fees for their mistake and they could care less. Rudeeee customer service if they even talk to you. They lie and scam all while hiding behind a religious front. Horrendous dealing with them. Don’t give them a penny. I don’t know how they’re in business. You can’t leave a real review on their website!”
“I ordered a sand filter and after waiting I get a call that they want almost $60 more for delivery on top of what I had already paid for it. They called it an access charge. I do not live in a rural community or in the country! I think it is a rip-off. I also ordered my pool from them a few years ago and paid for the lift gate delivery and they wouldn't deliver to my house. They couldn't navigate thru a residential area for delivery. So I had to meet them at a parking lot and load the pool onto my truck and get friends to help unload it at my residence.”
“I ordered this pool ladder 3 weeks ago. They took my money but NEVER CONFIRMED shipping. I spoke with them several times, and whom ever answers the pone (old lady), was zero help and had an attitude of not caring. I canceled my order!!! Apparently they don't care and neither do I. Bad customer service!!!”
“I purchased a safety pool cover and it didn’t work for my pool. When i called about returning (website says 75 day hassle free returns) the woman who answered, Helen, was very rude and said they wouldn’t return it. I brought up the return policy from the website and she said it had to be folded a certain way and in the same box to get money back. Luckily i had the box and was so careful with “how i folded it” . It took two weeks for a return and it was less than 60% of the original price. I called to ask why and i was given the run around and told there was a restocking fee (not mentioned, nor was it mentioned about paying for the return, which cost $90!). The entire website and emails talk about how Christian they are and Godly. I can tell you they were some of the rudest thieves I’ve dealt with.”
“I ordered an 18 by 40 liner and gorilla pad. They sold me things the dont have. Months later they don't have it and ignore my emails. I want my money back! Scammers”
“I wish I had read these reviews before making a purchase with this company. My experience sounds like all of the others. Ordered a custom pool cover, sent all my my measurements and picture of my pool. Cover doesn’t fit because it was ordered wrong and not according to the measurements I provided. This company is clearly responsible as it is their error. I started a “ticket” immediately after realizing the $1300+ cover did not fit. I have been asked for same info over and over(clearly a delay tactic), I’ve called numerous times and am told Jay will call me back-never has. He has never responded with a resolution, has simply ignored me. Trying to go through credit card dispute now, amazing how he can take the time to respond to credit card company but not to customer. He knows he is wrong which is why he won’t respond to me. I have all of the proof including my original order form that I emailed over. Completely unethical, I also don’t usually write reviews but this experience has been the worst I have ever had with a company. I can’t believe that you can pay for an item and not get what you ordered and they don’t even try to fix their mistake but want to keep your money. I echo other reviews in feeling like their business practice is criminal. They are essentially stealing my money. I was persuaded by their Christian references on their website that this would be a trustworthy company to do business with. In fact, I specifically chose to go with them because of that. Wow, they should be ashamed to be making any references to Christ when they are conducting their business in such in an ethical way. This clearly is not an isolated incident and appears to be a pattern according to these reviews.”
