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June 2023 by Yury B.
Terrible or even non existent customer service. Their phone is not available, chat is not available. Couldn't find out my order status. Emailed a few times - no response. Ended up cancelling my order - can't trust a store with such a level of customer service.
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October 2022 by Eddie M.
To Anyone thinking of purchasing ANY item from this business Beware. I ordered a Hayward w3h150fdn natural gas heater via Amazon for the cost of $1999 using my Amazon Prime with FREE SHIPPING I Received a shipping confirmation from Amazon.via email another email to follow on exect date due to the value of the item a signature will be needed.Approximately 3 days later I received a cancelation on my order from Backyard &Pool Superstore. The reason was NON PAYMENT for freight. I called Amazon they tried several times to resolve the issue but this so called Business would not budge. Lastly I was told by this business they would re-order the heater BUT the price is now $2199. Amazon asked this 3rd party vendor to honor the original price from 3 days prior Amazon could not resolve this issue due to the fact Backyard &Pool Superstore is a 3rd party vendor.One would say what kind of business is this.PLEASE BE GUIDED ACCORDINGLY doing any kind of business with this so called company
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July 2022 by Chris W.
I agree......like it was said before: "absolutely no customer service at all, no person to speak with, just go to Amazon and file a concern, we will get back to you and tell you to call the manufacture. Great, they sell to walmart, target, google, but there is no one to talk to, chat only. stay far away from them. i bought a pool filter, and it came with out several pieces. then they tell me that it is after 30 days to contact the manufacture. what are you kidding me, stay away far away, i would sooner pay more money for anything then to have to do this with them. it is really discouraging that after you spend so much money you can not even speak with someone, so BUYER BEWARE."
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July 2022 by Susan O.
I ordered a box of 6 pool hoses and got them 2 days later. They were a beautiful aqua blue and very good quality at a very good price. Each individual hose had a little tag on it explaining the 1 year warranty and that they work with all brands of suction cleaners. Such care was taken with this ordered that I am still shocked (happily). I will definitely buy again from this company . Great job!!!!!! Susan O, From Seminole, Florida
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June 2022 by Michael A.
absolutely no customer service at all, no person to speak with, just go to Amazon and file a concern, we will get back to you and tell you to call the manufacture. Great, they sell to walmart, target, google, but there is no one to talk to, chat only. stay far away from them. i bought a pool filter, and it came with out several pieces. then they tell me that it is after 30 days to contact the manufacture. what are you kidding me, stay away far away, i would sooner pay more money for anything then to have to do this with them. it is really discouraging that after you spend so much money you can not even speak with someone, so BUYER BE WARE.
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June 2021 by Ray T
TERRIBLE TERRIBLE business, this place is a scam and will treat you like dirt, they sell very bad items OUT OF THE BOX and will not do anything to help you. They threaten you with restocking fees and only refers you to the manufacturer and they will continue to scam people with the same item over and over, BUYER BEWARE STAY AWAY
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May 2021 by N'neka W.
I will never order from there again. I needed to exchange a Dolphin Pool Vacuum (for a more expensive Dolphin) and they want 50% of the cost for restock. It was $850, so they intended to keep $425...and I had to pay to ship it back. Regardless that I was going to buy a model that was almost twice as much. Along with a new pool heater that would probably run about $4k. The only responses I got was to go through an app talk to them. They can keep their product. I wish I would have seen these reviews before I did ANY business with them. The weakest form of service I have seen in a long time.
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May 2021 by C P.
Backyard & Pool Superstore shipped 25Lbs. of the wrong pool chemical. Since too much time passed they refuse to ship the correct chemical when requested. Quality control shipping chemicals is extremely important for the safety of the public and your pool equipment. I will pass on this company in the future.
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April 2021 by SONNY RUHLMAN
I ORDERED A SPA PUMP ORDER #AB-103422. IT WAS SHIPPED WITH A CRACKED WET END WHICH RENDERED THE PUMP USELESSNO ONE WOULD ANSWER THE PHONE THEY RESPONDED WITH AN EMAIL STATING I WOULD HAVE TO CONTACT THE MANUFACTURE FOR A REPLACEMENT. ITS BEEN OVER 3 WEEKS NOW WITHOUT A REPLACEMENT.STAY AWAY FROM THIS COMPANY. POOR CUSTOMER SEVICE.
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November 2020 by Noreen M.
Company has good products but customer service is probably the worst in the entire industry. One item was missing from my order and we have been going back and forth for days. They can't find the order, what was it again? When did you order? What was that order number again? This is still ongoing and I think they just want you to give up.You better hope all is perfect with your order as no help after the fact.
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October 2020 by Michelle R.
Working with Backyard & Pool Superstore has been a NIGHTMARE. I believe it was a glitch as I always check, but even if human error, I placed an order via Walmart and noticed immediately in the confirmation the shipping address was incorrect (somehow sending to a vacation rental we'd stayed in last year) and attempted to edit or cancel/resubmit the order. This wasn't possible because it was shipping from a vendor - Backyard Pool & Superstore, so Walmart sent an email on my behalf but I also immediately Googled the company and emailed them directly, after not being able to reach them by phone. I heard nothing, until receiving a shipping confirmation 2 days later. Again, attempted to contact Backyard & Pool Superstore - but they don't have anyone answering phones at all, only communicate via email - and was told sorry it's already "on the truck" so they were unable to redirect and to contact the carrier. Contacted UPS and was advised that they couldn't do anything until the delivery attempt was made, and if the sender wasn't able to redirect because of the cost of the item it would require signature and I could then have it redirected myself. However, they apparently could've just fixed it originally because they didn't ship that method and the item was left on the porch. I have spent the last few weeks emailing with Backyard Pool & Superstore who refuses to create what UPS tells me is a simple process and happens often, an RS3 label, for UPS to go to the rental and pick up my item to deliver to my home. I've offered to send copies of my ID or anything else they may need to ensure there's no fraud involved but they absolutely refuse so my item sits unattended at a vacant rental. The total lack of concern for their customers is astonishing - I wish I'd known before making a large purchase. Next time I'll be sure to look into the 3rd party vendor before getting my "deal" through Walmart - but take it from me, there's no deal here. Even after offering possible solutions, since they certainly weren't, they refuse to work with me - new owner of an in ground pool and potential long term customer. Unsure how you stay in business with that kind of service but I'll stick with supporting my local businesses for a few extra bucks after this whole mess.
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September 2020 by Donnie K.
I could not rate a company who can't answer the phone or follow up with an email. horrible customer service. which by the way is in the first few lines of the mission statement. what a joke.
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June 2020 by Jennifer C.
I felt scammed!! I ordered $1200 diving board and stand and was only sent the hardware. There is no phone number or chat that works.The only way to contact them was through Amazon contact seller. I sent 4 emails through Amazon with the same response that a manager would contact me. They never did. After waiting 1 month for a response I filed an A-Z refund request with Amazon. Luckily Amazon helped me get my refund. I wish I had looked at the Yelp reviews before ordering. Horrible!!!
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May 2020 by Ransom P.
Ordered a chlorine float via Amazon with this company. Item was lost in the mail, so I contacted them to tell me to wait 2-3 days. I did and contacted them to assist me in finding the shipping company or issue a refund. Their listings are not shipped by Amazon, so I had to contact the seller. Next thing I know, I get an RMA with instructions on how to ship it back at my expense even if the listing said "Free Returns" I replied with the non delivered issue, how do I return an item that I didn't receive? I received an email stating "wait 2-3 days" Company's tactic is dishonest. Any issue and they will complicate things that you give up.
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May 2020 by Matt S.
Ordered antientrapment covers and they sent me a completely different product. I notified them and they again sent me the wrong product. Their call center is closed but was able to communicate through email. It's been 2 weeks since their last response, which was just to gather order # information. There has been no resolution and they have stopped responding on my inquiry of updates.
