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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

“No matter what you do... do not order here... they have the worse customer service, ever! Very rude! Hung up, the phone on me, twice... Didn't even want to connect me, to a supervisor. There is no free delivery! Additional Hidden charges $50 plus another $30 to take it off the delivery truck... additional fees for CT residents, and Addition charges upon delivery for the truck driver! Save the hassle, and shop on Amazon or ebay!!!”

Posted 3 years ago

“Delivered quickly and in good condition.”

Posted 3 years ago

“This so called company is a joke.There is no customer service to speak of either.Their website misrepresents products,and when you return them they keep a big part of your money.What a sorry way to do business,by ripping people off.I would pay twice the price anywhere else and steer clear of these crooks.”

Posted 3 years ago

“Simple and easy when I had questions I called and texted, your pool experts had the best knowledge in the industry! Thank you for being good to work with. Your shipping team kept us up-to-date. Would recommend FamilyPoolFun to anyone wishing to get a pool kit.”

Posted 3 years ago

“The website is nice with detailed descriptions of the pools. The packages you have put together makes it easier to get started. Great Customer Service! They are helpful and knowledgeable. They provided updates that there were delays in the shipment because of the shortages of pools. They assured us we would get the pool and we did. Took longer then we liked; however, the wait was worth it and the family is enjoying the pool.”

Posted 3 years ago

“I ordered the Coronado 2 sauna and turned out to be great purchase! Jay was very informative and after hearing what I had to say recommended a great purchase. The shipment arrived on time.”

Posted 3 years ago

“I ordered a pool robot and within a week it was delivered. The price was exactly what others charged, but I received a Sr. Citizen's/Military discount. So, 2% is better in my pocket than someone else's. Communication with the owners was great. I read all of the reviews and up until Covid-19 interrupted normal business operations, FamilyPoolFun had great reviews. I spoke to a local brick and mortar store and they said that ALL pool/spa items were taking 8-12 weeks longer than any other time they could remember, and it was because everyone was at home and ordering pools and spas at a record pace. So the 1 star reviews I saw on this page are mostly during Covid lock outs. People are working from home and customers are expecting the same customer service as when companies were in full production mode. It is unfair to be so harsh on a small company. No, I don't work for this company nor do I have any vested interest in the company, but being a small business owner myself know just how difficult these times have been for everyone. Even my distributors that used to answer an email in less than an hour are taking 2-3 days to get back to me. I did my research prior to making my purchase and it wasn't until I received an email asking for a review, did I see this page and all the bad reviews people posted. It's unfair to kick a man when he's down, but that's what I see in the last years reviews. So this being the end of 2020, maybe this company will survive into 2021. The only reason I wrote this lengthy review is because of all the negative reviews and I had no such experience. So before you make a purchase from any online company, be realistic in your expectations. people are working from home (try to make a pool liner at home [ha ha]). Everything is taking longer than what it used to. Get used to it, it's the "new normal" Businesses will go under because of shut downs/lock outs even after you make a purchase and there will be nothing you can do about it. So, I will reiterate, the communication I received was top notch, friendly, and the product was shipped in less than a week.”

Posted 3 years ago

“Reading that you take customer service seriously i suggest a owner contact me urgently. The service was so pathetic that 5 months after original incident im still waiting for it to be resolved. Staff are rude, arrogant and disrespectful. Plainly put, incompetent in service delivery.”

Posted 3 years ago

“Dont buy from this company. They hung up on me because im inquiring about a missing pieces from my pool. The customer service rep Ellen was rude and hung up on me. I have nothing but patience. This has been going on since june 2020. All i have been asking for is my sand filter pump. 😔 its sad this company hires or keeps people like that employed.”

Posted 3 years ago

“I ordered a pool cover and they sent me the wrong size. After numerous emails and phone calls Jay sent me a return label. The cover cost 63.00 and he credited me 19.00. They say because restocking fee and shipping. Really??? They send me the wrong size and I have to pay for their mistake? My credit card company is disputing it. Jay is a scam artist and should be ashamed of himself. I wish I read these reviews before I placed my order. He should be embarrassed because of all these bad reviews. Buyers beware!!!!”

Posted 3 years ago

“Took over $4000 in May. All we keep hearing is two weeks. Two weeks. It's October. Our pool is supposed to be here this week. Yeah right. Have been gathering all documentation and have turned it over to our Attorney General. Asked this scam of a company for the original order so we could see the date they actually placed it and obviously they won't provide it. Next stop, lawsuit. These are the absolute worst people with the worst business practices. They don't care though. They keep lining their pockets. Disgusting company. Have told everyone we know to stay away.”

Posted 3 years ago

“Fast turnaround”

Posted 3 years ago

“Got totally scammed by them. Took my money, never shipped the merchandise . Emailed them, no answer. Called then, no answer or another promise of another two weeks. Then had to prove to my credit card company that they scammed us. Fortunately I had all the proof.”

Posted 3 years ago

“Watch out. This vender cheats. They present different item in advertisements and ship you totally different low quality item but charge for the one you ordered. I ordered Blue Wave Pool closing Kit and payed the price and shipping and handling charges but received kit made by nu.clo.”

Posted 3 years ago

“Family Pool Fun took our money and never shipped the pool. DO NOT TRUST! Buyers beware. SCAM ARTISTS!”

Posted 3 years ago

“Worst company ever. Customer service is nonexistant. I placed an order for a pool liner over two months ago. My credit card was immediately charged. I emailed and called repeatedly and got no response whatsoever. I finally contacted my Credit card company to dispute the charge two days ago. Family Pool company contacted me this morning via email : Jay (FamilyPoolFun.com Support) Sep 13, 2020, 10:14 AM CDT Hello Thank you for your email. We had to stop the order as you filed a chargeback. Have a Great Day! Thank you Jay Backer 320-695-2899 Absolutely unbelievable! Update 9/13 @ 1:00pm Now Jay has resorted to copy and paste answers to emails. I did not order a pool and had no kind words to him or the company in any email. Yet he sent me this response after I emailed him back informing him of his horrific business practices: Hello Melinda: Thank you for your email. Because of the chargback we had to stop the order as we assumed you did not want it. It has been the most unusual season. At a time when we are navigating so many obstacles with state restrictions,social distancing requirements and manufacturing issues caused by COVID-19, nobody was prepared for the season we are experiencing in the industry. While it is taking longer than we would like, we continue to work through orders as soon as we can. The manufacturer that produces the swimming pool you ordered has missed the delivery date to process your order as we were promised. Inventory is limited across the industry as a result of the COVID shutdown. We sincerely apologize for this inconvenience, and thank you for understanding. We are working hard 7 days a week, even holidays. Personally, I would like to say thank you. The understanding and supportive comments we have received from so many of you have helped us continue to work tirelessly during these demanding and challenging times. Your kind words have reminded us why we do our best every day. Thank you Jay FamilyPoolFun.com I'm wondering if any of the positive reviews are real???”

Posted 3 years ago

“Very poor customer service! I oredered a pool coach late one night. The next morning I decided that I did't want it so I emailed the company. "Jay"responded and assuredme that it would be cancelled. Several weeks later I get the item delivered. I have attempted to return this for 2 months now. I keep getting the run around from "Jay". I am fed up!”

Posted 3 years ago

“If I could give a business a negative star, this would be the business. I do not recommend. We ordered a slide that was over 2k online through their website. The moment you order, the customer service is non-existent. Their online tracking function for the order does not work. After 1.5 months delay with no feedback from the company, I messaged them via email...as their website advises to only email about your order. No response after multiple messages and MANY days. I went onto their Facebook page and messaged the company. Again, many days later I finally have a response through messenger that they are looking into it. Again days later, they send me an email that the slide was going to be upgraded since the original order was no longer available. A summer has practically went by waiting for the slide, I immediately agreed and the last email on 19 AUG was that it was being sent out. Fast forward to today. I call this morning and ask about the status of my order. The woman didn't know and was to call me back. No one called all day so I once again phoned their company to see what was going on. They attempted to tell me to email their online tracking group. When I declined they are unresponsive, the owner got on the phone and gave me a story that the upgraded slide was sent to them with a broken piece and last week they were supposed to contact me to refund me. This company is unreal with poor customer service and even poorer excuses. Steer clear of unless you want to spend your money and never see a product.”

Posted 3 years ago

“First of all access to Customer support is poor at best. Second we bought a an above ground pool deck and it was delivered damaged. We opened a ticket with Customer support and heard nothing. Installer though perhaps it was used not new. So buyer beware, not much more I can do but leave this review.”

Posted 3 years ago

“FILING A COMPLAINT WITH ATTORNEY GENERAL'S OFFICE Ordered pool in May after speaking with Jay and being told 3 - 4 week delivery time. Looking forward to having a summer with the pool to social distance and enjoy with my son. Many calls and emails to find out why my pool had not arrived as promised. On 7/22 received an email stating that my liner would come in a different shipment. Tried to call, still no answer. Pool arrived at the end of July. It had been completely destroyed by what seemed to be a forklift. Boxes busted open, loose parts everywhere, broken parts, all annotated on the delivery receipt and took pictures. The busted boxes did not have a packing slip, so I did not know if I had all the parts to assemble the pool or not, even though liner had not arrived yet. Called, emails, texts, no response other than a generic response that says someone will contact you. They never did. Finally, I get a call on 8/17 from a Pam Hunter. She sends me the packing slip and I now know that I am missing a bunch of parts and some are broken. During this entire time I am sending emails, texts and leaving messages saying how disappointed I was and that I had now missed the entire summer. I finally get a call from Jay, and instead of him being apologetic for his companies tardiness, he gives me a bunch of COVID excuses (which I would be more empathetic to had they only been a little more transparent and communicative throughout the process). The phone conversation was very heated, and as I complained about his company and all the ways they fell short of even decent customer service, he called me a teenager and yelled that I wanted something for free and other insulting things. We agreed on a refund but I have not heard anything from them. Again, no answers to calls, texts, emails. The crazy thing is that I believe his brother Jeff is a member of the House of Representatives. Please people, file a complaint with your Attorney Generals office, contact his brother Jeff Backer with the House, BBB, Don't let them get away with this.”

Posted 3 years ago

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FamilyPoolFun is rated 2.2 based on 150 reviews