"I ordered a 1 1/2" Hayward ball valve for 39.99. The item was delivered, but the diameter was a fraction off of my older part. I bagged it in its original bag and called for a return authorization number. The operator told me that since my project was sold by a third party vendor, and was under 40.00, they would not accept the return. I ordered it online as a guest directly through Dohenys Water Warehouse. Its not the money its the poor service! Doheny's will never have my business again."
"Ordered a pump and cleaner Friday am and was assured I would have it by Saturday. No merchandise arrived. Was told customer service was available 24 7. Called on hold for an hour then messaged doheneys had an auto response. Messaged all day today with no response! They quickly charged my cc and no merchandise was delivered. Theft? Deception? I have contacted the bbb in pleasant prairie and lodged a formal complaint. Beware! Buy elsewhere! This company is a scam working out of India!"
"Left me hanging in the middle of pool season with defective Hayward valve. Calling customer service gets you a foreign call center who can't help. Email response is days between each email. Wouldn't do an exchange or send correct part to fix. Only offered return at my shipping expense after multiple emails and being ignored. absolutely the worst customer service."
"DO NOT BUY IF YOU EVER MIGHT RETURN ANYTHING!
Well, I bought a filter. It appeared dead. I saw a decent deal so I finally got it.
For some reason, I just needed some lubricant for the filter's cover.
They charge a 20% restocking fee plus you pay delivery. They are happy to ship it free but to send it back you pay, usually a lot!.
I will go locally or anywhere else from now on. I just wanted to share the horrific experience and they should be ashamed of themselves! Currently, there are hundreds of people I personally know who will not buy here and the entire fire department (where I volunteer) will know as well as all of you. May their simple return label cost them thousands!!"
"I won't go into details, but yes, horrible customer service and I'm at a loss as to how they stay in business. Shady dealings. Still waiting for problem to be resolved and get my $216 back."
"I would give 0 stars if I could. My experience with Doheny's has been nothing short of a disaster. I ordered a new pool liner with 25 year warranty from Doheny's in July. I installed the liner, filled the pool, and was excited to have my pool up and running for the summer. The pool was used once upon filling and then two weeks later with no additional use, the pool began to lose water. I currently have approximately only 3-6 inches of water in the pool that is full of algae. I have called Doheny's and they have said it is not their problem and that I have to take it up with the manufacturer while at the same time I have the manufacturer who says they won't do anything. Doheny's has been difficult to work with and has offered me little in return saying there is nothing they can do since they're just selling the product. They have, however, said that I could buy a new liner from them, of course. If I were to use Doheny's same logic on refunds/exchanges and apply it to retailers like Target, Amazon, Walmart, Home Depot, ****'s or any other retailer, none of them would ever take anything back or offer refunds/exchanges because they are selling someone else's product. Bottom line is that I spent several hundreds of dollars to purchase an items that is supposed to last for YEARS. My liner lasted less than a month and now they want me to purchase a new liner from them rather than offering to make it right with me. Please avoid Doheny's at all costs. "
"Worst customer service I have EVER experienced. Incompetent dismissive and EXTREMELY rude! Returned a defective product as instructed to by a rep. Received confirmation they received the item. 2.5 weeks later no refund has been made to my account. Called multiple times to inquire on status of refund. After calling for 7 days straight and transferred various times, last Rep said it was refunded (which it WAS NOT), nothing she can do. I asked for a manager and she hung up on me. Ended up having to make a claim with my bank! Saving a bucks or two ended up costing me close to $500 and a whole lotta hassle!! I must say there were 2 reps of the 9 that I spoke with were helpful AND most importantly NICE!! I believe we’re their names were Stephanie B and Alicia. A big thank you to them for giving an honest effort to help! "
" I have spent many years in the swimming pool industry my early adult life. In mid April I bought a pool. I knew what I wanted in terms of a liner. I called Dohenys and was quote 3 weeks for a liner. It is now late July, and I am being told end of August for my liner. Obviously, summer for my family is ruined, and my back yard in shamble. I have never in my life experienced working with an organization as terrible as this. My favorite thing customer services would tell me is that I can cancel at any time, knowing full well there is zero stock of liners anywhere. Or using covid as an excuse. When i called the manufacturer of the liner, Swimline, I was greeted with anger and hostility for even reaching out to them, as Doheny's does not have buyers that contact their suppliers.
If there is no stock, DO NOT BUY. "
"Ordered 4 items I needed for my pool that totaled about $1700. I get a shipping notice that the salt water chlorine generator was delivered. I get home and have an LED light that I didn’t order.
Customer service argued with me before I finally told them to cancel my order and refund me. She refused claiming they hadn’t charged me since they haven’t shipped my items. Yet, I’m out almost $1700!
They didn’t answer their phone, wouldn’t respond by email, and blocked me from their facebook page.
I’ve had to file a dispute with my payment provider to attempt to get a refund. Near the end of the allowed time to respond, they agree to a refund once they receive the salt water generator back (the one they shipped a light instead of!).
I suspect this will end in a lawsuit. For $1700, it’ll be worth it."
"All, DO NOT shop at Doheny's. They refuse to treat the customer in a professional manner. I received my product with black marks on the hose. I have reported them to Amazon with a valid case to have them removed from the platform all together. I returned an item I never used within 30 days and was charged a restocking fee of $117. I had to return this product once a hired professional came to get this working in my pool and informed me I either need to spend another $2,000 or return the product. I returned it never used and was charged $117. Doheny's manager Nancy is on recorded lines stating they will make right by it and refund me the full restocking fee several times (lying). Nick Griffith said he does not agree the product was used and they will refund the full amount (also a lie on a recorded line). They then took that back and blamed Amazon for not getting fully refunded and told me that my issue is with Amazon and only Amazon can help (another lie). Their manager said I am banned from calling them (but Amazon even said that with an issue such as this I am 110% allowed to contact them). Funny thing is Amazon already told me that the ball is in the sellers court to reimburse me the rest. I still am owed $96 dollars over this. I have reported the Doheny's managers and request pending to remove them from the platform since this is how they treat customers. Moral of the story: shop elsewhere, shop local ( not Doheny's and not Amazon)."
"They have the worst customer service. Had a few problems with an order several months ago. Few items I never received. Tried calling no one answered. Tried talking online , waited for 98 people to be taking care of before me, when there was 2 people left they said they were no longer taking calls. I finally emailed them. They said don’t email again it would only get too confusing for them. They would respond back to me. Never did. I tried to get my money back through my bank for items that I have proof were never delivered. They forged paperwork and lied to my bank and I lost 40 some dollars. I finally gave up it was just taking too much time out of my life. I know that these are really hard times for businesses but not any better for the average person just trying to get by. I can only hope that karma will some day get this company back. I will let everyone I know how bad this company treats it’s customers. "
"If I could have given only a half star, I would have and only because of the quick delivery. I ordered a safety cover for my 20x40 rectangular inground pool. It arrived quickly, was not a custom cover. It was transferred to the deep end of the pool as the box directed. It was installed as directed and when installing the anchors in the shallow end, it appeared to be too short for the pool. Upon measuring, it was determined that the cover was 10" too short in length (leaving a 2" overlap at the shallow end). When customer service was called, they were of no help and basically said to cut a 8"x10" patch out of the cover, return that and when received will refund the order and I could place another order. This would leave our winterized pool unprotected without a pump or filter attached until they send a new cover. Customer service was of no help and unconcerned with what this would do. When the cover manufacturer was called they were horrified that I was told to cut the cover. I would not recommend this company, should you need to contact customer service for any problems. The manufacturer is working with me on this issue now. I will revise this review should I not get a satisfactory conclusion."
" I ordered a pool liner on 6/4. There was an estimated delivery of 6/13. It's now 7/21 and I have followed up multiple times via email. All with the same response of its shipped from a vendor, sorry. I called today to cancel the order since they STILL dont have a tracking number and not only was the lady rude, she hung up on me, but not before telling me she would "get to it when she can." This is unacceptable behavior and I will make sure it is known that this company is a scam and to avoid at all costs! Worst company I've ever dealt with!!"
"Worst service ever. Ordered a liner in spring. Covid delay even tho they say "In stock" its from a vendor. Took 5 weeks to ship, then wrong size. Returned it over a week ago now fighting for my refund. Customer service phone calls dropped, 5 now. Working with a manager who wont return calls or sends me blank emails. Terrible !"
"The worst company I have ever dealt with. Advertise 24 hour shipping received 4 weeks later and product did not work and will not stand behind their products. I had to pay return shipping for the pool quality of the item. Never purchase anything again!! Stay away!"