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FamilyPoolFun Reviews

2.2 Rating 150 Reviews

29 %

of reviewers recommend FamilyPoolFun

Company Reviews

2.2

Based on 150 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 35%
Accurate And Undamaged Orders	Greater than 78%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.4 out of 5
Returns & Refunds
Refunds Process	Difficult

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FamilyPoolFun 5 star review on 28th March 2023

Jacques H Tucker

FamilyPoolFun 5 star review on 1st February 2023

Mitchell’s C Roberts

FamilyPoolFun 1 star review on 23rd July 2022

FamilyPoolFun 1 star review on 23rd July 2022

FamilyPoolFun 1 star review on 1st July 2022

FamilyPoolFun 1 star review on 22nd June 2022

FamilyPoolFun 1 star review on 3rd June 2022

22

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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!!!”

Posted 1 year ago

“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.”

Posted 2 years ago

“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”

Posted 2 years ago

“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.”

FamilyPoolFun 1 star review on 15th April 2022

Posted 2 years ago

“I ordered a Pentair Tagelus sand filter...they had the lowest price, no shipping charges and I had it in less than a week....extremely satisfied.”

Posted 2 years ago

“Do not order from them. They contract with multiple delivery companies and don't tell you of any restrictions on delivery. They never said they won't deliver down a residential driveway. I've had something sitting for 4 months at a delivery company that won't deliver it down my driveway and family pool won't take it back and give me a refund.”

Posted 2 years ago

“I placed an order for a 10k above ground pool that was shown as in stock. Got a call saying out of stock but they had another pool for 6k that was 6 to 8 weeks back ordered. I added upgrades of liner and steps. The pool was dilivered two weeks late missing the upgraded liner and ladder. They sent me a cheep liner that failed in two weeks with grass growing up through the bottom. I have been trying to get a refund for the upgraded liner and ladder for months now. Also trying to get a replacement liner but getting one excuse after another. No refund for missing parts. They just tell you someone will contact you but nothing ever happens. DO NOT DO BUSNESS WITH THIS COMPANY THEY WILL RIP YOU OFF.”

FamilyPoolFun 1 star review on 9th November 2021

Posted 2 years ago

“My order was incomplete and when I called to ask for the missing parts I was mistreated and they tried to put the blame on me. Never sent the two pipe tubes that where missing in the order. I don't have any intension to buy anything from them again.”

Posted 2 years ago

“Unresponsive to email, contact form, phone, facebook and linkedin. I wish I had read the reviews 1st. It's just something minor which could be fixed by emailing the setup instructions. Now I'm stuck with a product that I cant do anything with an no way of getting the manula or my money back.”

Posted 2 years ago

“I placed an order for a Hayward 1.0 hp pool pump. I received the pump in a timely manner.”

Posted 2 years ago

“I ordered a matrix pool 7/2/21 , was told it was in stock and delivery would be mid August. Never got pool , each time I checked tracking it had not been shipped. I called and emailed Jay at FamilyPoolFun who kept telling me there were shipping delays. Finally I spoke with another person who informed me the pool was out of stock and was offered a much cheaper pool with poor reviews which was called an “upgrade”. I declined and requested a full refund. Jay said I would be charged a 5% cancellation fee which is outrageous as they lied about it being in stock in the first place!! I have reported them to the BBB. Beware of this sleazy company.”

Posted 2 years ago

“There's nothing about family in this pool company. I gave them over $7,000 & I didn't get anything for it!! Bunch of thieves! I was told in May that they can start around ending June and nothing not even permits yet. They told me that they've been working on getting the permits.. they told me to go pick the tiles & color of the floor. Be careful because that's a stalling tactic!! I ran into problems so I had to move. I told them my problem & also said I understand that the engineers had to get paid because they came. The tiles can be returned & the filters you have sitting in your warehouse or you can definitely use on another job. It so happens that on the day I call to cancel because a problems that came up mind you nothing was started I get a let me call you back. I wait for the phone call & nothing so I call them back and all of sudden they have all the permits then I was told I can't get nothing back because they used all the money already.WOW JUST WOW!!! I offered to take what ever they said thay paid for with my 7,000 plus that I gave them & they told me they don't sell to the public! They probably didn't even have it yet but it wasn't custom as long as the box wasn't open or use they could of returned it back. With all these problems going on I figured they would work with me but no they just simply said I lost everything. I saved my hard earned money for this pool & FAMILY POOLS took full advantage of the situation. I hate writing bad reviews because we all work hard for what we got but I will make sure that FAMILY POOLS gets 7,000 plus worth of reviews!!”

Posted 2 years ago

“I would give a zero if I could. Ordered a product on 7/28, was told it wouldn't be in stock until middle of August. They charged my credit card on 7/28, even though they had no product in stock! On 8/21 called to see when I would receive my item, was told they wouldn't have it in stock until middle of September. I said I want to cancel my order now. Was told I had to fill out a form on their website to cancel. Filled out the form immediately. Called my CC company to dispute the charge because didn't want to incur interest charges on something that should have never been charged, but now I had cancelled. They SHIPPED they item on 8/26!!! Called them on 8/31, when the item was delivered and said "I cancelled this on 8/21" - was told they didn't have a record of cancellation! I said, I just want to send the item back, tell me what to do. They said, you've filed a dispute with your CC company and we can no longer talk to you and hung up on me! Now I'm fighting with my CC company, don't want the item and just want to return it and have the charge credited. They should have never charged or shipped it in the first place. Please be ware, be very aware of these shady people. I will post this everywhere I can so people will know what kind of company they are dealing with.”

Posted 2 years ago

“If I could give this company a zero, I would. Our entire order was all wrong. a defective liner (Also not the upgraded when we ordered). A cheap pool instead of the upgraded resin pool we ordered. No nuts and bolts. After weeks…many phone calls and emails and zero attempts to reconcile with us, we called our credit card company And we let them open up their own investigation on the matter. Now that funds are withheld we’re getting all kinds of calls and emails. None of which are apologetic or empathetic, just how they want their money. Horrible horrible people. Do not walk away from this company, but RUN!”

Posted 2 years ago

“Ordered a solid blue safety cover for a 16 x 32 pool with center end steps. I received a blue mesh cover 20x40 so completely Laura, V. Received the WRONG COVER!!!. They did pick up old cover in a few days and shipped a new one, have not opened it up yet but box has taken a beaten. Do not talk to Jay, he is always preoccupied he tells you he is out on EMS calls, is rude and and tells you to call him back. Really?? How do you work for this company as a sales representative and say you are out doing other things??”

Posted 2 years ago

“I placed an order for a Hayward .75 hp Super Pump and received it an a timely manner.”

Posted 2 years ago

“it's too bad you have to rate with Stars because these guys deserve Bars (as in Jail) vs. Stars. they are thieves, liars, and scam artists - Read reviews on here, Trust Pilot and the BBB - they they hang up on you if you can get them on the phone. They yell at you, they insult you, they belittle you - they do everything in their power to keep your money and not work with you. I've been yelled at and told that they would tell my credit card company I refused to return the item. Here is a quote from Cierra DeGreef - after I said I didn't know how to reach and set up the return with FedEx - "Okay, We will email this to Paypal to show them you refuse to return it, so we can get the money back. " They intensionally sent me a label that showed shipment return back to me not to them. 15 phone calls, some very rude, many e-mails. Seems there should be more that can be done to these people - shame on me for not doing my homework. Pay more elsewhere and enjoy your life.”

Posted 2 years ago

“I have never left an online review in my life but this company is so bad, I had to Ordered a set of stairs for our above ground pool from them. They charged our card before they started shipping the product, which okay, but after a couple of months of waiting for them to actually send it, we decided to go with a company that actually was ready to send a set of stairs our way. So, go online to request them cancel our order and refund our payment (shouldn’t be hard, as they still haven’t said they are shipping the steps). They require a return form to be filled out and submitted online, which we did. So, almost a month after that, already having acquired a new set of pool stairs from a different company by this time, a fed ex driver drops off the canceled order of stairs from this company at our door. Obviously there’s been some mistake right? Call up the customer service to ask them what they want done with the stairs, as we already canceled the order and disputed the charge on our card as to not run up any interest on the payment. Anyway, the customer service rep started off non-helpful and only got worse from there. I told them that was had canceled the order and submitted the proper form online with them to do so, to which I was asked what account number I was given on my form when I submitted it (there was none, it simply said “submition successful” or something similar. After I mentioned we had disputed the charged with the credit card company, the CS rep immediately said she could no longer speak with us about the matter and said have a nice day. I asked if they wanted their product back and, if she couldn’t speak to me about it, if she could get a manager that could. She proceeded to say she was the manager and hung up the phone. I’m honestly not sure if I’ve ever had a worse experience with a company. Just a nightmare from beginning to end (?)”

Posted 2 years ago

“We ordered a $5k pool. Took 4 months for it to be delivered. We ordered an upgraded liner and pump. Had to hire a pool co to install it, $2k. They sent the wrong liner. A basic blue cheap liner. The top rails were missing. Called them while the crew we hired was putting up the pool. I was told to “make a ticket”, they will call me back on Monday. This company has the worst customer service I’ve ever dealt with. Avoid them!! Wish I had just ordered local and paid more. Apparently, we’re gonna have to take them to small claims court to resolve the liner issue. So disappointing😡”

Posted 2 years ago

“Horrible experience, they said 6 to 8 weeks due to COVID-19, 5 1/2 months later it showed up. The set up instructions were the worst possible you could imagine. On top of it the sand filter showed up damaged, instead of them dealing with it, they clam the manufacturer will call. I am not sure what these guys do but it’s not CustomerCare or their job in a timely matter. Do not buy from these guys, you will regret it.”

Posted 2 years ago

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FamilyPoolFun is rated 2.2 based on 150 reviews