Royal Swimming Pools Reviews 11

The quality of these pools seems to be good, but everything else from the customer service to the actual instructions is horrible. The instructions literally tell you NOTHING. We also were not sent enough of several parts and a few parts we can’t even figure out where to put. We had an issue with a part being broken by the shipper AS well as a part on the bottom of a pallet that was clearly damaged before it was loaded up and customer service will do nothing. You can re-buy the part but that’s their only option. Also we told our shipper multiple times we wouldn’t sign off on the damaged order- which also arrived 3 days late, but the person there to unload were pressured to sign it and told “it’s supposed to look like that.” Just an all around crappy experience with a company that just wants your money and doesn’t care about anything else. I wish I had looked at previous reviews and not purchased from them.

I placed an order over the phone with Royal Swimming Pools and clearly provided the correct part numbers. Unfortunately, they sent me the wrong drain. When I contacted them about the issue, they initially wanted to charge me both a restocking fee and return shipping—even though the error wasn’t mine.

After some back and forth, they agreed to waive the restocking fee, but still insisted I pay for return shipping. The shipping cost is nearly half of what I originally paid, which just doesn’t seem fair considering it was their mistake. I expected better customer service and accountability. Mistakes happen, but customers shouldn’t be the ones footing the bill for it.

They are deceptive in providing what they call an "engineering package" of documents and do not make it clear the documents are just CAD drawings of how to dig a hole. You still need to have real drawings done by an engineer that cost hundreds more. They do provide a form for a company that charges hundreds of dollars to do a plan for a HOLE IN THE GROUND!

Horrible experience — do NOT trust this company.

I ordered pool steps from Royal Swimming Pools that arrived damaged, and despite following the delivery instructions exactly—including calling their representative immediately upon delivery to report the damage—they have outright refused to make it right.

Their excuse? A technicality buried in the fine print that damage must be written on the delivery ticket, even though I notified them verbally, as instructed. I even spoke directly with their rep Jake at the time of delivery. But now, they’re hiding behind loopholes to dodge accountability and are demanding that I go through a freight claim process instead of simply replacing the broken item they delivered.

To make matters worse, I received an email from the company president himself, who also refused to help me and reiterated the same dismissive policy. So not only is the customer service team unhelpful—the refusal to do the right thing goes all the way to the top.

They offered a "discounted" replacement as if that's a favor, when I’ve already paid for an unusable product. I relied on their glowing reviews and reputation, and I deeply regret doing so. This company does not stand by their customers or their products.

I will be seeking legal counsel and will make it a personal mission to warn others. Avoid Royal Swimming Pools at all costs.

Hey Marc, u gotta pay the workers.

When you purchase a product you should expect to get all necessary information and supplies to build a pool. What they dont tell you is they send you to Schafer Engineering Associates to purchase the building plans that every county in Florida needs. These plans are several hundred dollars and absolutely necessary to build any pool in Florida. Buyer beware, this company is very shady and will not help in any manner to resolve any issues.

They made my transaction smooth from start to finish. They found a mismatch on my measurements and walked me through it. They were great!

I get it . We are all broke so we are trying to save money where we can.
But we must realize as I just did... If we scrape the lowest prices on the internet oftentimes we will get service that is also the lowest on the internet.
My experience was horrible with Royal Swimming Pool

I ordered a pool kit in July and was charged for it. In August we were told it was on a pallet ready to ship. We paid for the pool to be dug out. Guess what? NO POOL it is mid November and we were told 2 weeks ago that the entire pool was shipped all in one shipment. We are now 6 shipments in and we are missing ONE panel and a slide. The panel has stopped the entire pool installation. We have a full crew, concrete trucks, gravel, electrician, codes and permits all sitting waiting for this to appear. I even emailed the VP who completely ignored my email and never responded. I have been told a different story every single phone call. No-one follows up even though they promise they will. Finally a manager after 4 months got involved yesterday and promised a panel would be shipped today. He of course didn't follow up so when I called, I found out it had to be made...So who knows when it will actually arrive. Worst customer service, management team and VP. If I owned this company I would clean house and start over.

This was the worst experience I've ever had purchasing something online, and probably the worst customer service I've ever encountered as well. We ordered an above ground pool and other accessories (solar cover and ladder) in mid-May; at the time, they were advertising a few days' delay in shipping due to COVID-19. Our expected ship date changed once, then twice, and ultimately FIVE times without a single piece of communication from the company. It was early July at this point. The only way I knew about the delays was from checking my order status page. Multiple emails to them went unanswered; the one that did came back with a defensive and vague response. If you called them, you got dumped into a voicemail box and never received a return call. The pandemic-related problems were out of Royal's control; however, good customer service is always possible. They never once reached out to us with apologies, updates, or offers to help make it right with a discount, etc. Fortunately, I got a tip that another company was frequently getting pools in stock, and I ordered from them, then cancelled the Royal order. They cancelled and refunded with no problem, but again -- no concern as to why or to offer to do better. Avoid them at all costs.