Jeremy C Gne

Customer service

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My above the ground pool seems like a quality product. The shipping was done quickly given the COVID pandemic and supply demand issues. My kit was delivered without a liner. I was unclear as to why my kit would be delivered without everything needed to install the pool. I was unable to call (which is understandable as well given the volume), so I submitted an email. The customer service person with whom I had the email dialogue did nothing whatsoever to bring the issue to some form of resolution. The person was rude, disrespectful, and unprofessional. All the person did was try to entice me into an argument. I later concluded the person must not be playing with a full deck of cards and quit responding. The product and shipping were fine, but the customer service was dreadful.
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Pros:
  • Quality product
  • Expedited shipping

Preferred solution: Don't need anything, just don't appreciate treatment by customer support

User's recommendation: be wary of people in customer service department

Lisa C Oef

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Horrible Customer Service

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Discount Pool Kits - Horrible Customer Service
Ordered our pool and accessories from Discount Pool Kit. The pool was missing half of the hardware for install. I contacted the company via their website as no one is answering the phones. Several days later I got a one line email stating to email doughboy customer service. When we went to install the pool light, it doesnt work. They said, I again have to contact the manufacturer. Ordered 2 ColorQ digital water test kits. 1 does not work. It gives an error for every attempted reading even though the other meter will read the same exact sample perfectly. I requested a refund and they stated it is non-refundable. Again I have to contact the manufacturer. Ordered a Kreepy-E-Z vac, it was on back order and still hasnt arrived over 3 weeks later. I asked for a refund and they made it sound like they have to request a refund from the manufacturer. They will get back to me. My advice, order only the pool, pump, and liner if you choose to do business with this company. Do not order accessories and pray you dont ever need to talk to them or have broken/missing pieces. They are absolutely no help and could care less once they make the sell. I should not have to contact three different manufacturers for broken or missing products. They should accept the return and deal with their supply chain themselves.
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Loss:
$300
Pros:
  • Pool selections
Cons:
  • Defective products
  • Missing hardware
  • Customer service

Preferred solution: Refund the defective products

User's recommendation: Find a better company

2 comments
Guest

Good lord I'm glad I read the reviews ! I already had a pool kit picked out & was figuring up the cost to have it all enclosed with brick.

Can't tell you how upset I would've been to spend all that money on the aesthetics just to find out the actual pool kit itself was missing components for proper installation or even worse; had pieces that fit a different model. Thank You to all of the people that left reviews & Saved people like me from this headache/ nightmare.

Guest
reply icon Replying to comment of Guest-1879322

I can say that Doughboy did send the missing hardware after my second email asking for the status of my first request. It took about 3 weeks to get our parts.

Still having issues with Pool light and supposedly the ColorQ company is sending me a replacement meter... I haven’t received it yet.

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AMANDA L Dxe

Great Service, Great Pool!

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Like I bought the 15x26 Oval and had no problems. No problems with ordering, no problems with delivery. As a matter of fact we were going to cancel the order because of the expense and the sales guy helped us to trim our cost. This is the 2nd summer we are using and so far no issues. When we began putting the pool together we were missing some screws. I contacted the company and they sent out the missing screws. received the screws in about 3 days. I will use them again and recommend. I'm really sorry so many issues for others. Like Like
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Pros:
  • Whole process
Cons:
  • Ground prep
Reason of review:
Good customer service
andrea w Yfx

No help to Customer

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I contacted them as my pool kit was missing a carton. Albeit the purchase was in 2015 but everything went into my garage after a death in the family. I assumed everything was there but it wasn't, I was missing a carton. I emailed them and they would do nothing to help me, in fact, they were rude and very unsympathetic. In addition, the warranty on the pool I bought is null and void as the supplier went out of business. Anyone who bought that brand Swim'nplay is out of a warranty. Again, they will do nothing about that either. Doing business with a failing company and still selling their products under false pretenses that a warranty is included should be illegal.
View full review
Loss:
$2100
Cons:
  • Customer service
  • Void warranty
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous

Horrible!

Tried to talk to owner. Can't seem to find him! My son's inground pool started being installed in late June. Nowhere near finished! They should have been swimming by now. He has tried to talk to the owner, to no avail. Owner's son is running business and has provided no answers or solutions.
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Anonymous

Discount pools direct kit review

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Discount Pool Kits - Discount pools direct kit review
It was a great kit very affordable and easy to assemble for me. My first pool glad I bought online no issue. I saved a lot of money
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3 comments
Guest

I had no problem with the instructions. Like previous comment, the worse part was the ground prep!

Pool has been up and running for 2 summers now. We love it.

Guest

Don’t purchase a pool from here until you find the right help and people who know how to install this pool!! They don’t include an installing instruction booklet....so you have to YouTube the crap!

It’s been almost three weeks and we are still installing this pool. For the price you pay, they should include installation!!!

Guest
reply icon Replying to comment of Guest-1512047

The installation manual is provided to you in an email when you get notified of the shipping. .Honestly, the hardest part of installation for my 15'x30' oval was the ground prep.... Loving our new pool!!!

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Anonymous

Liner doesn’t fit. Cheap *** product

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Ordered in July set up three weeks ago. No instructions then our liner is two feet too small. I now have a 15 by 26 peice of metal *** in my yard. When I call they better overnight a free liner or we are going to court for the pool cost the sand and the installers fees.
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Reason of review:
Bad quality
Anonymous

Worst experience EVER

Ordered an above ground pool. Signed the contract and did everything on our end. They waited 6 days before they pulled our deposit, which delayed ordering our pool. Then finally once they pulled the funds the pool was not packaged or sent out to averittexpress until 4 days later. I was told by averitt that I had a delivery date of today 8-22 from 1-5. That Pitt Ohio would be contacting me to give me an exact time when they would be here. I called them 3 times and finally on the 3rd call I was told it was not going to be delivered until tomorrow. (That my appointment today was just a phone call to set up a delivery date). We ordered the pool the beginning of August and its now almost the end of August. We live in IN and summer is almost over and still no pool. I would definitely advise anyone to not use this company. It was one of the worst experiences ive ever had.
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Reason of review:
Problem with delivery
Rashi Hzj
map-marker Woodbridge, Virginia

They did not ship the required stuff

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I ordered the Swim and Play Deluxe 8000 for about $1000.00. I also ordered the liner and the skimmer for a total order of about $1300.00. I received a package on 10/2/15. The pool walls was not in the package. I tried to submit a complaint, but the invoice number does not work! I had to rely on e-mails to try to get this resolved. I replied to the e-mail which was received that the package was in route to my house. Discount pool kit is refusing to send the walls stating that they were sent and that I received. Their information is based on me signing the delivery receipt. I did not sign that all packages were received. I only signed that I received a package. Entire shipment was shrinked wrapped in red plastic. Discount Pool is saying that the delivery person specifically delivered the walls. The delivery person could not see what was under the red plastic! I have been battling this issue for 2 weeks, and they still refuse to send the walls. They want an additional $700.00 for the pool walls. DO NOT BUY ANYTHING FROM THIS COMPANY! I think this is a fraud company.
View full review
Loss:
$700
Cons:
  • Customer service
Reason of review:
Problem with delivery

Preferred solution: Price reduction

Anonymous
map-marker Connersville, Indiana

Pool liner return

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i ordered a pool liner and it was the wrong size. We never opened it and to return it i have to pay a restock fee and return their shipping fee plus pay to ship it back. i would end up with about 50 dollars out of 339. i know it was my mistake but it has never been opened. all they have to do is put it back on the shelf and sell it to someone else and double their money on it. I don't see where that is fair. i will never do business with them again and will not recommend them to anyone.
View full review
Loss:
$339
Reason of review:
Poor customer service

Preferred solution: replacement

1 comment
Guest

I ordered a pool liner from this company and realized after we took it out of the box it was the wrong size. He said after it is taken out of the box they will not take it back.

He continued to be rude and hateful to me.

One would think the customer would be hateful, but the guy that answered did not care at all. Worst customer service I have ever seen.

Anonymous
map-marker Mechanicsburg, Pennsylvania

Winter Pool Cover Review

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Purchased a winter safety cover from discount pool kits online and had to return item returned over a month and no refund. No contact from company and just lip service when contacted. Avoid doing business with them, misleading ads and 0 customer service
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Anonymous
map-marker Fairview, Pennsylvania

Return Policy Review

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Had problem with order, returned product as specified and never received a credit. Contacted after verification of reception and have yet to hear positive response
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Barry D Xpg

Discountpoolkits ordering system errored ordering the wrong liner type and refused to exchange it for the correct liner.

Went through the purchasing process of buying a beaded pool liner and parts from their site and the process got wiggy when I went to process the order into paypal. It booked a lap liner instead a beaded liner. I didn't catch it and when the *** thing arrived there was no labeling identifying what was in the box. I lowered it into the pool and opened the box to discover the screw up. I tried calling the company but no one answers the phone, it just puts you on hold for 45 minutes and then bounces you to a message that this extention cannot accept voice mail. Great company right? I sent an emal to the ipoolsgroup.com and they said the liner was purchased through discountpoolkits.com and since I opened the box, i could return it if I paid the shipping and reboxing fee once I created a ticket through them. I contacted discountpoolkits.com and amazingly Allison works for them as well as, Nationalpoolwholealers.com who would not honor a 25 year warranty on a pool liner 3 years old that failed. If I had known it was the same bad company, I would not have bought from them. Several emails later and they said it was non-returnable. I wished I had paid through another venue. DO NOT BUY FROM NATIONALPOOLDISCOUNTERS.COM, DISCOUNTPOOLKITS.COM or any of the IPOOLGROUPS.COM internet companies. Just look at the number of complaints from other people scammed by these internet companies. There is a reason why they only deal on the internet. If they had brick and mortar, they would have a line out the door of disappointed customers who lynch these thieves from their own sign. I now also question the reason for the wrong item being added to the order. If you look at the boiler plate, once the order is placed, you cannot cancel or change the order, if they have overstock or slow selling merchandise, the web site populates the order with these skews and screws up the invoice and , even if you catch it, it's too late and they are going to ship what is on the invoice regardless. It's FL there are no consumer laws down there and it is home of the scam.
View full review
Loss:
$250
1 comment
Guest

This is totally not true. This company is great to deal with.

People should take responsibility for their own actions and not pass the buck onto a computer or whatever else they want to blame.

Liner warranty is honored by the LINER MFG, not the place you bought the product. This is true for 99.99% of all businesses.

There is a brick and mortar store in FL for this company.

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