FamilyPoolFun Reviews

Name: FamilyPoolFun
Rating: 2.21

2.2 Rating 150 Reviews

29 %

of reviewers recommend FamilyPoolFun

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Metrics

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

Anonymous

Anonymous // 01/01/2019

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

“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”

Helpful Report

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.”

Helpful Report

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

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Posted 2 years ago

“Without doubt the very worst customer experience”

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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.”

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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.”

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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.”

Helpful Report

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

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Posted 2 years ago

“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.”

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Posted 2 years ago

“Absolutely horrible!! Liars We are disputing charges. Can’t charge is for nothing. Ridiculous. BUYER BEWARE THIS COMPANY IS A FRAUD”

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Posted 2 years ago

“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.”

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Posted 2 years ago

“Purchased a pool, liner and pad. Waited 8 weeks to receive it. No communication from Familypoolfun. Received pool with wrong liner and no pad($100 pad) tried contacting them again and no answer. Spend your money elsewhere. you will have issues and they wont respond to help”

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Posted 2 years ago

“Horrendous customer service”

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Posted 2 years ago

“Well, I wasn't going to write a review, but felt I should to help others in their decision process. It is a large sum of money that you may or may not ever get back. Our pool journey started May 15th 2020! After countless, unproductive phone calls, emails and texts we finally received our pool, in DECEMBER 2020! Obviously we were unable to set it up. So, May is here, 1 yr later, and we open up our packages with much anticipation, only to be disappointed. NOT ONE THING I ORDERED WAS DELIVERED ..GRRRR! Missing the solar pads as well as the gorilla pad. Instead I received, what I call a "knock off". Absolutely no way to reference what I actually received. Called and spoke to Lisa, she said to fill out a ticket......done and now we shall see. I will post again once I get some answers! Good luck and I hope this helps.”

FamilyPoolFun 1 star review on 29th May 2021

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Posted 2 years ago

“I ordered a pool liner on the 4th of April said it would take 2 months, call after 2 months said it's going to be another 2 months. Not giving me any updates that this would happen. So far I would not recommend this company. Not happy at all.”

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Posted 2 years ago

“May 2021, Received pools steps in a damaged carton dropped at my door with no signature required. Attempts to make a claim are still ongoing, cannot get any response from there customer service .”

FamilyPoolFun 1 star review on 27th May 2021

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Posted 2 years ago

“DO NOT BUY FROM THIS COMPANY! when you order, they tell you what you want to hear. They sent half of a pool and told me they did not know when the other parts would arrive. I sent all parts back (received confirmation of receipt) and still have received no correspondence or a refund of over 7k!!!”

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Posted 2 years ago

“Terrible customer service”

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Posted 2 years ago

“Ordered a beautiful blue stylish 16 x 16 round pool liner in early March it is now May 15… And I still have not got my liner… Just got an email saying that I can’t have the color I want and I have to settle for ugly gray liner… And it is going to be another eight weeks!!! Not a good company!!”

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Posted 2 years ago

“Trying to currently return our pool that we received in February of this year, and getting a complete run around from this company. I strongly encourage others to reach out to the BBB and the Attorney General's office and file complaint's against this company.”

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Posted 2 years ago

FamilyPoolFun is rated 2.2 based on 150 reviews