"I placed a order for 5 gallons of Blue paint. when I got my notice from Paypal I noticed it was for white paint. I tried calling them and was on hold for 45min (actual time). I was transferred to another dept and was told she could not find my order it must of not come threw yet and I should call back in 1 or 2 hours. I called back in 1 1/2 hours was on hold 55 min (actual time) was told she would send in a change order and have it taken care of. Next day I received the paint and it was the white. called them back 3 times each time on hold over 30 min and each time was told they would transferred me and each time my call was dropped after about 15 min hold time, the 4th time I called back was on hold 43 min. was put on hold again for 22 min while she checked with a supervisor , came back on the line and was told the supervisor would call me back...24 hours no one has called back and I've been on hold 31 min."

"Would not recommend. I placed an order of multiple items 3 weeks ago and have only received part of my order. I have attempted to contact customer service every way possible (email, phone, online chat) with no response or answer. Very unhappy and will not use them again, and will not recommend them either."

"I bought an automatic pool cleaner one year ago. I contacted Doheny's to inquire about getting a replacement screen basket. I was immediately told that they couldn't help me. Doheny's name is plastered all over the cleaner, but they told me I had to contact the manufacturer directly. Upon contacting the manufacturer I was told they do not sell directly to public. Doheny's has made no attempt to resolve the issue even though they still offer the same pool cleaner on their website and in the catalog. Customer service is HORRIBLE! The only thing Dohenys has done is process my request to stop receiving 20 catalogs a month and several emails everyday. "

"I live in VT and ordered my parts early to prepare for pool opening season. After opening my pool I find that I dont need some of the chemicals I ordered only to find out there is no refund for orders after 14 days of purchase. I dont get the products for one week after purchase leaving me with technically only 7 days to use or lose my money if I dont use the equipment. Calling them gets shoddy customer service. "

"Over the course of 3 days I made numerous calls to Dohenys speaking with numerous people.
*1st about an online order placed (3 separate customer service individuals)
*2nd about issues with the order (3 separate customer service individuals)
*3rd to cancel the order because no one could give me concise product information regarding my order (3 separate customer service individuals)
*4th....a customer service rep assured me the liner WILL fit my pool he guarantees.
*5th to check the status/tracking of my order (2 customer service individuals) only to find out in the end that my pool liner is on "back order" and wont be shipped for several days yet.
Were they going to bother to notify me of this oversight??
WOW !!!!
Needless to say I cancelled the order.
They claim they will have someone call within the hour to confirm my cancellation.
Hmmm, wonder how long it will take them to refund my money???

This supplier is a joke!
Their Customer Service staff is "clueless" and it appears that they are well versed in BS !!!
RUN FAST and FAR from this supplier!!!!

Extremely disappointed,
Tammara King



"

"I began my attempt to order an in ground liner two times wrong dept. 2x wrong product info given. Finally 2 days later waiting for a service rep. In right dept. To contact me back next morning only to wait half the day and find out she's off that day. Finally the dept. Supervisor strung me along for an entire day of wasted time while I was at work only to have her try to tell me she got none of my emails when Google says they were received. This company not only lost my liner sale but two others I knew that were watching my experience. You can't stay in business long with customer relations like this. Anyway contacted poolwarehouse and in 30 min I have a liner that's same price that's to be delivered 5 days quicker. Do not shop here at doheneys..been a nightmare. "

"BEWARE! nothing is as it seems with this company.
Ordered a diving board base that they said was in stock and available for next day delivery. When checkout was complete, they charged me $100 more at final checkout. Called them to fix and they did, but delivery was 10 days. Talked to customer support for 74 minutes and they agreed to ship it out for two day delivery if I kept my order with them and did not cancel it. When I check on delivery next day, 7 - 10 business days. Called and talked to manager, Stephanie, and she said "sorry". She apologized for "misinformation" but there is nothing that they wanted to do to fix the problem except cancel the order. I wanted them to ship it overnight at their expense but she eluded that the company does not care about its customers once they have placed their order. They cancel orders first rather than accommodating their customers. Very sad company to work with. BEWARE! nothing is as it seems with this company."

"I've been getting my poll supplies for these people for 4 years now. Winter covers, solar covers, chemicals etc. I recently had their top of the line solar cover separate on a seam. I called customer service, they looked up purchase date, instructed me how to cut a sample of problem area out and their address to mail it to. Not one but of flack, cover was replaced at no cost to me and this was a full year after I bought it.

I have nothing but good things to say about these people, I will continue buying my products there. NO idea why other reviews are negative but I suppose someone mad is more likely to stop and write one of these than someone who is happy with the service they received."

"Ordered a Robotic pool cleaner Doheny's brand arrived DOA , requested replacement was told unit had to be returned first ,ok fine , sent unit back same day ,Monday , and placed another order , charging another $550 .., unit was received according to FedEx tracking on Friday morning at 8:15am , but wasn't "checked in" until the following WEDNESDAY , I was calling daily for the status of the refund ..only to be told receiving is "very busy" then accounting who handles refund is staffed by 1 person and she is "very busy" ..here it is the following Thursday and I'm still waiting for my $$ ... BTW the 2nd Robot works fine BUT in light of this ..next time Amazon or local pool store

"

"Rude customer service. Bought the Doheny branded AWD pool cleaner in June. The rotating brush broke about 2 months later. Since the product had only Doheny's brand on it, I went to their site and started a chat session with one of their service reps for a warranty claim. That person made me call the actual manufacturer, Aquabot, to get the part number of what I needed replaced. Thinking that was strange, I called them anyway and got the part number while the chat session was still active. Gave the part number to the Doheny service rep and waiting for a few minutes. The answer I got back was stunning: I had to call Aquabot back to file a warranty claim directly with them. Sorry, but when there's only the Doheny name on the product, Dohney has an obligation to make the product work for me even if that means they have to call Aquabot.

Then, I submitted a negative review on the Doheny website on the product to warn people of this issue. They haven't posted it online and it's been 3 weeks. Guess they only like positive reviews.

Done with them."

"BUYER BE WARE !!!!!

I recently purchased A Taylor 2000 test kit from your website.

Under the title "The Commercial 2000 series" the add says "Each pool test kit has all the chemicals and labware you need to get started," Picture next to the add words "The Commercial 2000 series" shows a full test kit.

The 2000 test kit doesn't give you a complete enough kit for your pool water. It's missing three important reagents 1. Total alkalinity 2. Total Hardness 3. Cyanuric acid levels. I also did not receive any shipping or tracking info on my order. I had to call customer service and wait 30 minutes on the phone to ask about my order status.

Because of the mixed messages this add sends and my purchase experience, I will not be purchasing from this vendor/website again.

BUYER BE WARE !!!!!
"

"Here is my story... Last evening around 9 my time I went to make a purchase of a new automatic pool vacuum and a few other miscellaneous supplies. The order came to just shy of $700 dollars. I went through the usual steps and hit submit payment. After clicking the button I received and error "problem with your payment, please try again". So I verified all my information was entered correctly and tried again. I got the same error. I verified everything and tried again. Same error. So, I thought to myself forget this. I went to the grocery store after and my card was declined. How embarrassing... After logging into my bank I see that MY CARD WAS CHARGED 3 TIMES BY DOHENY'S FOR ALMOST 700 EACH!! Right away I called the company and I got a live person, but it turns out they didn't have anyone there from customer service and this person could only take order. The person did say they could take a message and have someone call me first thing in the morning . They opened at 6 am central time. I left a message explaining what happened. I then called my bank explaining what happened and they said for the first 24 hours that I needed to work with the merchant and to call back after. So, an hour later I have no money and my house payment is supposed to go through that night...

After my alarm clock went of this morning, I still had not received a phone call from Doheny. I called them and did get a customer service rep. She seemed like she wanted to help, but said only one lady processes credit card payments and she was busy, but she insured me that she did talk to her and they would make it a top priority to get it canceled before things ran for the day. For some reason that left a bad taste in my mouth and I wasn't sure why.

Sure thing that bad taste was correct. Hours later and I have still not heard anything.... My house payment did not go through because I have no money in my account and I have 60 dollars in overdraft charges. The customer service lady said she could not give me any discounts to make up for those charges, so I said just cancel all three payments.... None of this is resolved at this moment.. If I was you I would use another company if their prices were close to Doheny."

"WORST customer service EVER!!! I would do more research before ordering from Pool Supplies Superstore, AKA "Doheny's". I unfortunately did not. I am a first time pool owner and needed to order a new pool liner and skimmer basket assembly kit. I ordered on 6/6/14 and the customer service agent was friendly but did not appear knowledgeable. I paid over $330 for the items I needed. She stated that the assembly kit would arrive the next day and the liner would take 7-10 business days. It seemed simple enough.
I received the kit the next day, pulled everything out of the box and noticed that they did not include the paper or rubber gasket. Being in customer service most of my life I realize mistakes happen, so I simply called and explained the situation. The customer service agent asked me MORE than twice if I was sure it wasn't in there, at which I said yes I am very sure because I pulled everything out of the box. He then put me on hold, came back and said well that is strange that it wasn't in there. I said yes I agree. He then said we'll I am going to send you a paper gasket and two rubber gaskets so you can pick what you want and have backups. I said ok well I appreciate that.
About a week later I received a package, opened it up and no gaskets, but instead they sent a skimmer basket. At this point I am furious and can't call because they are closed. I called the next day 6/17/14 and asked to speak to a manager at which the lady stated, let me try to help. I explained the whole story and she said oh the distribution center must have messed up. You think??? She put me on hold for a while and came back and said they would have to look into it and have someone call me back. It is now 6/19/14 and still no phone call. I even emailed customer service twice asking them to have a manager call me. I also asked her to check the status of my pool liner because we should have already received it. She put me on hold again, came back and said. "Did someone not call you to tell you it was on back order"? I said, NO I did not receive a call. She said well you should have gotten a call.
Needless to say I would NEVER recommend this store to anyone and I hope I receive a call by tomorrow because I want a refund for the liner I never received. "

"RIP OFF REPORT!!!!! Buyers Beware!!!! RIP OFF REPORT

I had ordered 3 items from Doheny's, when the shipment arrived, only part of the order arrived - Order Date 5/12/2014

My original order:
Start-Up Kit #2 4897 FREE $33.99
$44.92 1 $33.99 - Received

Doheny's Jet Drive AG Powered by Aquabot 4052
$289.99 1 $279.99 - Never arrived!!

ULTRA Light Floating Pool Light 2665 FREE $71.99
$79.99 1 $71.99 - Received

Wrong Item Delivered: 25lbs. Of Super Shock Arrived - they sent a call tag for a pick up Immediately!!!

After 6 phone calls into Doheny's Customer Service Reps, that have absolutely no idea of what is going on and multiple times being told, another item is being shipped to me,LIE LIE LIES to no avail, I have not received the item, so on my 7th call to Doheny's on 5/17/2014, I have asked for a refund, the customer rep stated, well OK, but it could take 7 -10 days, and we need you to ship the Super Shock back first....this is unacceptable, Doheny's is trying to steal 279.99 of my money and wasting at least 2-3 hours of my time on hold with there customer service department, Absolutely frustrated!! DO NOT WASTE YOUR TIME or MONEY WITH THIS COMPANY, Unless you like being STOLEN FROM, Bothe TIME and MONEY!!!"

"I purchased a $600.00 product from Doheny's. In their promotional magazine that they sent to me by mail, it shows the item and states very clearly that there is a 2 year warranty. I made the purchase based on this fact. Once my product broke, I found out from the manufacturer that it is a 1 year warranty, with 2nd year being "limited". The Doheny's catalog does show certain items as "limited warranty" but not the one I purchased. Now, I have a dead $600.00 product and the problems I have with it are not likely to be covered by the limitations of the warranty. I have to send the product back at my expense to get a repair quote, which they said on the phone was average $400.00 to fix.

The manufacturer will not honor the 2 year warranty because they said they are not at fault for the incorrect advertising in the Doheny's catalog. Dohenys says they will not honor the warranty which is in their catalog because they said it is MY fault that I did not read the fine print inside my package when the product arrived. They maintain that they can advertise anything and promise anything that they want in order to get the sale, but don't have to make good on it. I call that a bait and switch. Both companies want my money, yet neither of them wants to honor what I was promised, in writing. "