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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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 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

“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

“They bare so rude!! Got my pool months ago and no liner! they said it will ship at the end of July........got an email today that said, your liner is out of stock for the season.......that's it, no liner and no mention for a refund. It was a package deal and now what? I'm just out of the money for a liner? Is there really nothing that can be done?? Like they can just keep stealing from people??”

Posted 2 years ago

“They take your money and don’t deliver! I’ve been waiting weeks and finally canceled cause I can get it faster on amazon. Then to top it off after they charge you immediately, they threaten to tack on 5% reverse charge fee. No thanks”

Posted 2 years ago

“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.”

Posted 2 years ago

“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.”

FamilyPoolFun 1 star review on 16th July 2021

Posted 2 years ago

“Without doubt the very worst customer experience”

Posted 2 years ago

“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.”

Posted 2 years ago

“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.”

Posted 2 years ago

“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.”

Posted 2 years ago

“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.”

FamilyPoolFun 1 star review on 27th June 2021

FamilyPoolFun 1 star review on 27th June 2021

FamilyPoolFun 1 star review on 27th June 2021

FamilyPoolFun 1 star review on 27th June 2021

FamilyPoolFun 1 star review on 27th June 2021

FamilyPoolFun 1 star review on 27th June 2021

FamilyPoolFun 1 star review on 27th June 2021

FamilyPoolFun 1 star review on 27th June 2021

FamilyPoolFun 1 star review on 27th June 2021

FamilyPoolFun 1 star review on 27th June 2021

FamilyPoolFun 1 star review on 27th June 2021

FamilyPoolFun 1 star review on 27th June 2021

Posted 2 years ago

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FamilyPoolFun is rated 2.2 based on 150 reviews