PoolWarehouse.com Reviews 

Pool warehouse made the process for my return so simple and easy

Shopping on your site was easy. Found what I wanted in short time, placed the order and a few days later received my order. Price was good, arrived well packaged.

Absolute best customer service I've ever experienced.

Reasonable price.

I called to check on an order for repair parts. Chelsea looked up my orders (2) along with tracking and let me know when they would be delivered and by whom. For a call that I thought might be long and frustrating she made short, sweet and pleasant - hung up happy.

Fast processing/shipping and accurate item description.

I needed a new pump motor. I found one that look similar to the one I had on pool warehouse's website. The motor nameplate on my old motor was worn and faded. I had to frottage the motor nameplate to obtain the info. I gather all the info I could and put it in an email asking if the motor I was interested in would be the correct replacement. I work as a restaurant manager with varied shifts, so I asked for whomever was going to contact me to do so early in the morning. Dustin H. did exactly that. He was very pleasant and prepared to answer my questions. What Dustin told me was the motor I was interested in was not powerful enough to replace the old motor, so he suggested another motor that would be a better fix and fit. It was a little more expensive, but not astronomical. I double checked to ensure it would adapt to my hayward pump because I certainly didn't want to have to return a motor. Dustin assured me it was a fit, so the transaction was made. Dustin did inform me frame size of motor was smaller, but when the motor arrived it came with a pump pad spacer that worked perfectly. The installation of the motor went well and I couldn't be more happy. Dustin was easy to talk to, knew what he was talking about and was not pushy at all when it came to selling. I will certainly reach out to Dustin and his team in the future should I ever need pool parts or information. Thank you, Dustin

Received a completely different Item from what we ordered and would like to return it and have the right one shipped to us.
Not sure the exact date, but it was this month

I had a couple questions and a tight time frame, Jacob in customer service took great care of my needs and made it all happen! Highly recommend!

well built table looks great / players are not counter balanced will have to replace for better game play

Update 12/10/25:
I have changed my rating from 5 stars to 1 star due to what I see is poor customer service follow-through on the part of Pool Warehouse (PW). Hydra Pools makes the cover and Pool Warehouse is the customer-facing sales contact.

If you read my first review, I was exasperated by the measuring involved and delay in RE-ORDERING a replacement pool cover. I have since received and installed the replacement cover and it has been made incorrectly. The measurement document that I submitted, PW drew up, and I signed off on, was not followed which created three mistakes on the cover's support strap placement.

That shouldn't really be a problem, right? Just work with PW customer service, right? Wrong. PW/Hydra Pools will not admit that they made a mistake despite the detailed measurements and photos of the new cover errors that I had sent to PW via email. PW will not allow me to contact Hydra Pools directly for resolution saying, "PW is your contact to Hydra Pools. We will handle all communication." PW claims that I made a mistake in my measurements and that I signed off on the PW document that was used to build my cover. THE DOCUMENT WAS PERFECT. The cover is not.

Now that I am furious at Pool Warehouse I am finding many poor reviews on Pool Warehouse and one sentiment stood out: "Pool Warehouse hides behind policies rather than seek customer satisfaction through problem resolution." I have purchased pool liners and covers from them in the past. NEVER AGAIN.

11/10/25 review:
My first cover lasted 9 seasons. I had all of the paperwork for the first cover including cover number, etc., so I expected an easy replacement. Nope. PW told me that the cover manufacturer's (Hydra Pools) original build file for my cover was 'corrupt' and could not be used. That was a real problem because I had already drilled anchors in the concrete of my pool apron to custom match the support straps of the initial cover. How could they duplicate the strap spacing of the original cover without the original file!?? Grrrrrr.

It was at this time that the PW rep told me I'd have to perform an "A/B measurement' to duplicate exactly the original configuration. Sounds simple, right? An A/B measurement? Nope. I begrudgingly completed the A/B measurement and sent it to PW. She replied, "Great" and submitted the measurements on to Hydra Pools.

PW had been prompt and attentive throughout this order process but now it became a 'hurry up and wait' situation. We waited and we waited for news of cover completion and the PW rep was continually polling the manufacturer for updates. FINALLY, during the 2nd week of November 2025, PW let me know that the cover was ready to ship. I will receive the cover this week, which will make this a full 3-month wait.

Bailey was extremely helpful and offered great customer service. Bailey is a dedicated member of the team and even returned emails while being out on PTO.

My experience with Pool Warehouse was the worst I have ever had with any company, and it was almost entirely due to the conduct of your parts manager, Jacinia.

I reported issues immediately and gave multiple opportunities for a normal return for refund before opening a dispute. Instead of helping, Jacinia ignored deadlines, contradicted herself, and spoke to me with an authoritative tone while providing inaccurate information about the process.

After failing to resolve the issue when she had every chance, she then attempted to pressure me into returning the product AFTER the dispute was already filed. She even made false claims such as “the case is resolved on our end” and “your bank will contact you” which never happened and were disproven the moment Chase reviewed the evidence and ruled in my favor.

Her repeated copy and paste emails demanding photos and returns contradicted the actual dispute resolution letter from Chase. When challenged, she escalated to a hollow “legal team” threat, which ultimately went nowhere. Extremely unprofessional.

If this is the level of customer service Pool Warehouse stands behind, especially from someone in a management role, it explains why customers escalate issues instead of resolving them with your staff.

A manager should know policy, respect customers, and solve problems. Instead, I was met with misinformation, delays, and intimidation attempts. I hope leadership seriously reevaluates who is representing your company.

Overall, both customer service and shipping and handling have been fantastic! Will definitely buy from you again!

It was very nice to receive an email from Dustin, my sales rep, after placing my order. The website though, it has issues. Often getting pages that do not open without refreshing the page. There are also products that do not have prices (like the Inlays depth marker tiles). The website looks nice, but needs some work to make it user-friendly

We just purchased a sauna from Pool Warehouse. Our rep was Dustin. He was professional, kind and very prompt to return our calls concerning a few hiccups we had along the way. It’s always so nice to speak to real people when making a purchase like this. Thank you Dustin and Pool Warehouse!

Katelyn was very helpful with the process for returning the pump that I purchased which turned out to be the wrong one. They were very pleasant and helped me to find the right one and it was delivered in less than 24 hrs.

Got my order. Everything was as described on the site