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False advertising/terrible customer service
"I bought 5 solar ring covers. They look nothing like the picture. They don't work and they will not accept returns. Save yourself and don't use this company."
"Let me start by saying that my professional work history includes 7 years of co-axial heat exchanger design as well as test station design and construction. BA in Mechanical Engineering.Their "senior technician", Gary, has no formal schooling and stated that he is in the "pool business"; and that is his expertise from which he will draw his conclusion.I purchased a Leisure Living solar pool heater kit (P# 805413) with the intention of putting it on my roof to optimize its performance.I took it out of the box and unrolled the panels; letting them sit for near an hour in the sun on my driveway. While the panels were uncoiling, I started taking stock of the hardware that came in the box. Right out of the box I was missing components:2 x SS Screws1 x Nylon Strap2 x Roof Mounting BracketsI called them and told them that I was missing the parts; they sent them out without much issue.The next thing I did was try the end caps on the NPTM ends of the heater...this is where issues arose.I was able to, by hand mind you, roll the threads of the end caps right over the heater threads!! The caps were not the issue, because I tried them with a store bought 1.5" NPTM PVC fitting and they fit perfect. The male threads on the heater were too small! Because I didn't want to pay shipping to return the item, I tried to remedy the situation with copious amounts of Teflon tape and silicone sealant. Anyone in the plumbing industry knows that anytime you have to use more than 2 wraps of Teflon tape it is probably a lost cause and will not seal; but I was hoping that with the addition of silicone sealant it would be alright.I was able to install the system on the roof and set my flow, with the use of their bypass, to 12GPM through the heater. My next issue arose!! The heater had a leak in one of the capillaries, right out of the box!! So I performed the manufacturer's recommended fix; which is nothing more than cutting out the capillary and putting a screw into the manifold to plug the whole capillary up. This issue was fixed.The next day, I come home from work and there is a little bit of water on the roof...well...whaddya know, one of the end caps has a leak! The silicone held for a little while on that fitting...The next day, Tuesday, I come home from work and there is water all over the place on the roof! One of the end caps popped off and drained my pool down to the bottom of strainer! This was the last straw...I called PoolSupplies.com and demanded a refund with them paying for shipping, citing all the issues I've had with this system.They then got their "senior" tech involved. We were on the phone and this guy, right off the bat, was trying to play games with me, asking me vague questions in a superior tone...the arrogance astounded me. He then proceeded to tell me that I installed it incorrectly...Well, their manual asks that you install the system with the flow restrictions in place; but if your pump has a hard time working with them in place you can remove them... I removed them and installed the panels in a hybrid fashion. This would reduce the back pressure on the system and not lose too much in heat transfer performance.Gary could not tell me what the maximum flow rate through the heat exchanger is supposed to be, nor could he tell me how much back pressure is too much... I kindly enlightened him and told him that any flow through any plastic should be limited to 7 feet per second velocity...my 12 GPM flow rate was FAR below that threshold in a 1.5" ID pipe, and that my pressure would be far below whatever he was imagining.He still stuck to his opinion that I installed it wrong and that was the law of the land. I then asked to speak with a manager there and he stone-walled me telling me that they don't take direct calls. I got off the phone with him and called back and asked one of the customer service people if I could speak with a Manager...and WHADDYA KNOW!! I got a manager!!She started out by saying that getting my money back would not be an issue...then she backpedaled and said she needed to speak with her people...then she said they would only give me a store credit like they originally offered... After all the hassle, I don't want a store credit and I will never have any future dealings with these people.I WILL NEVER DO BUSINESS WITH THESE PEOPLE AGAIN!!! And I will be sure to post my experience with every review website I can find!!"
"I am amazed at the negative reviews for this company, I have done business with them through ebay for a number of years and have never had anything but amazing service. My latest experience was a 20'x40' solar cover that, once unrolled, had had a hole in it. We called support on a Sunday, were offered the choice of a patch kit and a 25% refund, or they would replace it with another at no charge. We opted for the replacement and received a no charge order confirmation and tracking number 60 seconds after they received photos of the defect! Our telephone support person Leo was amazing! This company's ebay rating is at 99.5% with over 100,000 transactions! "
"from day ONE I was losing water(about 500 gallons a day) I couldn't locate the leak, I finally spent the money and got a pool specialist to look at it who uses Sonar equipment and has been doing it for over 20 years. He locates the leak and takes underwater pictures of it and he is CERTAIN its a seam tear and its covered under warranty since I've only had the liner for 2 months. I contact poolsupplies.com/leisure living and they tell me its not a seam tear and offer me a free patch kit and a $25 discount, after a brief conversation stating the customer service rep just repeated what the specialist said they would say word for word and going in depth of how the specialist explained the seam tear, they emailed me back with "your response has been noted" I will never nor would I recommend this site to anyone, not even a simple product."
"Purchased a pool liner from leisure living through PayPal... Item did not fit so they said to send back for a refund... Sent it back and they resent it to me with no refund... Contacted PayPal and was told to send to them again using same label... After they received it they told PayPal that they received used clothes instead of a pool liner...with was a LIE!!! Paypal compared the weight of the items and knew the company lied and refunded the money...horrible customer service ...completely crooked!! "
"poolsupplies.com/Leisure Living is one of if not the worst company I have ever dealt with. We ordered expensive pool steps that were delivered in the pouring rain. The next day upon examination the steps were found to have scratches a protrusion and looked as if they were used. We emailed several pictures showing the defects and were told we signed for them and we were stuck, we simply wanted them replaced. Now they will have to go to court. "
"Worst company. Purchased a pool 10 months ago and it has already failed. They do not stand by their Full 1yr warranty. Stay away. Don't wast your time and money."
"This is the worst company I have ever dealt with! Our one year old pool cover was falling apart and still under full warranty. After months of going back and forth, the best they would do is send me another one but made me pay the $50 shipping, which I felt I should not have to do since it was under warranty and they had been so horrible to deal with! I wish I would have read the reviews on this company before buying from them. They get horrible reviews, and it has been incredibly unpleasant dealing with them. I ended up contacting the manufacturer directly because the people at poolsupplies.com were so unhelpful. It took me several phone calls just to get them to give me the manufacturer! They first told me that they didn't know who the manufacturer was.I have had a pool and been buying pool products for over 20 years. I have never come across a company this bad.These people are terrible! Buy from anywhere else!"
"I have been trying to contact them for over a month to return a liner that did not fit not only was it to small it broke the sidewalls of my pool which then I had to Spend an additional $2500 to have a new pool put in. I emailed photos like they asked and no one has gotten back to me. I have never seen such poor customer service as this company and I purchase large amounts of items on line from various sites. I will be calling my credit card company to open a dispute and have my money returned. "
"I bought a pool cover from these guys last June and it is leaking now. I have been trying to call them for 2 weeks now it puts me on hold and nobody picks up. I have waited up to 10 minutes on each of my phone calls. I sent them an email last week still no response.seems to me they just want the sale and forget about the customer after. "
"I bought a pool cover that was not the bottom line cover and not the next better cover, but the third winter pool cover. I was very disappointed in the quality of the product and contacted them to say I could buy a Pool cover locally at target or Walmart that would be the same cheap quality but for half the price I paid. To date I've contacted Poll supplies company/ Leisure pool via their website, and to date have not heard on word from them on this issue, here is a cut and paste from their own site. Again, I have not received one response to this issue.Ticket #441724 Ticket Status:open Department:Customer Service Create Date:4/18/2014 2:02pm Name:Bill Matera Email:firstname.lastname@example.org Phone:(610) 534-5269 Order Number: Subject: Very disappointedTicket Thread Fri, Apr 18th 2014 2:02pmI ordered a supreme 15 x 30 winter pool cover. I ordered one 9 years ago and it served me well. It was getting ragged looking so I decided to buy a New one. When I received it yesterday, it was very cheaply made. the old one was re-enforced with a black woven nylon band the gave strength to the grommet, and this 1.5 inch black nylon strip also re-enforced the sewn seems. this new one just has a single folded over mesh with the grommets attached. When I put it on the pool, (I'm not opening the pool this year.) the grommets are already pulling away from the fabric. I'm very disappointed in this cover, IM too sick, ( stage 4 cancer )to go through a lot of grief, to return this cover. IM just informing you that I am not happy with what I received.. I also went on the website to see a description of this cover #561530 and its not even there now.. this cover looks like it is an economy cover, I cant see it lasting more than 2or3 years... I made a big mistake buying this cover from you. I'm 69 years old and a disabled army veteran. I thought by passing on the two cheaper covers and getting a supreme cover would be acceptable. This cheap cover is on the pool but I'm not very happy with its quality, or the lack of re-enforced grommets or seams. IM guessing I did NOT get a supreme cover. Its nothing like the quality of the last cover which around the same money, considering the cost of inflation.bill XXXXXX Date of order 4/14/2014 Order# ll90015823 Cust # 8407226 Mon, Apr 21st 2014 1:09pmI went on line today to look at covers of this description and size. I found a dozen covers with free shipping all with a 12 yr warranty and the price ranged from 34.99 at Wal-Mart, to the most expensive at 40.99 from an online pool supply place. The problem is, none of these were the quality that I expected, none of them had the reinforced substructure nylon band that re-enforced the grommets or the seams. The cover I received from you is cheap by quality standards, and hardly on that would be given a " Supreme " level of quality.... I mage a more cheaply made cover than the one I received. But the one I received from you is the most expensive of all the other covers of this poor quality.Thu, May 1st 2014 10:39amit's been almost three weeks since my first contact and yet still no response. Even more disappointed now then when I received the cover.Fri, May 9th 2014 4:18pmIt has been a month and four emails later and you still could care less about my satisfaction . I am blown away by your lack of interest or concern to my issue. I am 70 years old and a retired disabled veteran living on a fixed income. this is a 30 dollar cheaply made cover, at best and I wasted my time and money ordering this from you. If I can find a way to let others know of your non existent customer service, as a retiree, I have all the time in the world to post my experience with your company including the four emails I sent you which fell on deaf ears. Sat, May 17th 2014 9:26pmThis is the fifth contact with your customer service department without a single acknowledgment of my dissatisfaction. I'm building this lack of response file for the BBB and for my credit card company. Your lack of care or respect for my displeasure shows just exactly what type of business ethics you have. Like the other four emails without response, they are being archived to preserve their content on my secure server. I will continue this contact in an effort to resolve this issue. So unimpressed, but this will serve several websites who's mission is customer protection from poor internet business and their questionable practices. Sun, May 25th 2014 7:50pmStill no reply.. What a company.. If you want to deal with a company like this, its your choice, for me, Ill never order from them again. they sell junk and offer no customer service, or the courtesy of a reply. Wed, Jun 18th 2014 2:06amthis is the seventh time I've tried to get a refund on my cheap cover. Its very pathetic that this company refuses to respond. its now been 2 months, and 8 attempts to resolve this matter. "
"I ordered a solar cover on a Thursday, was not shipped until Monday and estimated delivery is not until Thursday. Ridiculous to take a week to receive an order. Hopefully it will arrive on Thursday???? I will not order from this company again. "
"Need to return a pool cover but can't get in touch with anyone at this company. Their phone numbers 716-773-7500 and 1.800.356.3025 just stay on hold until they eventually hang up.No response from their "customer service" email address either. "
"This company has the worst customer service in the world. I have been in contct with them 12 times in the last 6 weeks. Each rep swears he will take care of the problem. We spent over $5800 on a pool from them, now we can't get a replacement lounge for the incorrect one they sent. DO NOT ORDER from them. "
"The worst company ever. They lied to me that they were sending a part and then just left me hanging. When I finally called back (after over 10 calls in 5 days) oh we don't have that. Then I saw there phone reports were I had called in and in it they accused me of damaging the part, but never said that to me on the phone. I would avoid this company like the plague."