"It's been 6 days still don't know when I'm going to receive a new pump or if I need to look elsewhere. Very frustrating."
"This is bar none the worst customer service I have experienced. I ordered a liner almost 4 months ago. The shipping company messed up the delivery and I’m being told that until the shipping company clears up the claim with you guys I won’t get my new liner made and shipped. It blows my mind that your company doesn’t honor an order until this issue is resolved with the shipping company. How is this my fault?? I was told that I can cancel the order and request a refund. Had I known that getting a refund and re-ordering the liner would speed things up, I definitely would have done that.
If I had requested a refund you would’ve been out of that money until the shipping company figures out the claim. So I don’t understand why the order couldn’t be completed as soon as you figured out the issue with FedEx. Your customer service representatives never respond to any of my email requests. I have to call in and get updates all the time. The way the phone staff handles the calls is far from professional. They’re arrogant and make me feel like I’m bothering them while I’m trying to make sense of this substandard service. Beware before you decide to give these people your money. They’re extremely rude and unprofessional!!
"
"Once they get their money and make their sale, they’re done w you. Don’t expect any customer service! Tried for 3 years to order some rail pieces and finally gave up. Now I ordered a pump from them and they sent me a whole different brand and will not return my calls or emails. If you comment something negative on their Facebook they block you. There’s a reason their Facebook reviews are turned off! "
"TAY AWAY FROM FAMILY POOL FUN. The worst Customer service experience I have ever encountered and I buy online daily .... I am in awe of how they handle their business. They will not stay in business operating like this ..It will catch up to them .
I will add to disgruntled customer list . Similar experiences as others on here . Ordered pool cover anchors and long tubes to install into ground . Shipped only the aluminum tube no anchor , no paperwork . Finally after the 3rd email told me they ship separate. REALLY listed as 1 sku on website not 2 ..tube is useless without the anchor SHOULD NOT EVEN SHIP.. Sent no less than 15 emails' asked for them to pay for shipping the tubes back since they did not ship me what I ordered and they refuse to do it.. Trying to tell me if I buy something at Target they dont pay for your gas back.
ARE YOU KIDDING ME .. First of all understand how to do business online and admit your ERROR and take care of your error. Don't blame me for your Negligence."
"I waited over one year for a heater (supply chain issues?, ordered in May 2021). Not once was I informed of the delay(s) and instead, had to keep calling to find out what was happening. All I got was "We will look into it and get back to you". I decided to cancel the order In April 2022 and had an equally horrible time getting my money back. My submitted "Cancel My Order(s)" were ignored, and I was blamed for filling out the form wrong, so they never got it ( What? This is through Zen Desk!). When they finally responded in April 2022, they said it would take up to 25 days to get a refund. No communication from them. I finally called on June 2 and was informed they only heard about this on May 11! The guy was rude and dismissive while telling me that I should get a check by the end of June!!! We will see. Never do business with the company!"
"Do not use these people at all. I order all my stuff and they never called me to tell me a few things were on back order. Thank god the guy was able to set up my pool and I order the rest on amazon. The guy puts up the pool and over a few weeks I see the water getting low. At first i thought it was because it was hot (NJ) then I had the pool guy come out and check. We had over 15 small little holes in my liner. The pool guy says it came like this no way someone put these holes in the pool. I called the company and sent photos of the holes. I asked them to send me a new liner, and they are refusing to send me a new one. After spending all this money with this company. Please stay away and order
from somewhere else.
They say saying the person who installed my pool is the one who put the holes in, when I had the same guy comes back to find the holes.
No the holes were not done during when some put liner in. I spoke to the person who put the liner and he is saying it came like this cause the way the holes look. This is crazy how 2 weeks of having it and you will not cover to replace liner, I will never buy a single thing from you and let everyone know to please stay away from this company as it poor quality and customer service"
"Oh my gosh I Wish I would’ve read these reviews before I ordered from these guys. I have been working with Jay trying to get a correction on a order from 13 days ago. I had (wrong step placement) and I have been going back-and-forth with him where he keeps repeating himself asking me to do something I can’t figure out what he wants me to confirm when I finally get him to a point where I’m like I’m walking away I went to look up the reviews and find out it takes two months to get the cover so I go back to him tell him I’m canceling it and all of a sudden he’s like well it’s on its way and will arrive this weekend (last weekend) all you have to do is refuse it when it arrives. And now here it is 4 days after the weekend, still no pool cover. I’ve asked him several times for a tracking number and now he is straight up refusing to answer my question and just copying and pasting images of parts of our conversation. I expect more for a product that cost $860. Now I have to contact my bank tomorrow to help get this rectified because he refuses to respond to my concerns."
"Absolutely horrible company. They never sent our product. When we called to find out why (we had an install scheduled with another company), they gave us the run around and then hung up on my husband the first time because she said he needed to call back to verify the email he already verified. He called back and she still kept giving him the run around and when he obviously got frustrated and said "what the f is going on and where is my money" (yes, he should not have cussed but at this point, this is getting insane) she hung up on him again. He calls back because they have our money and refused to send the product and a guy answers and absolutely cussed my husband out who was on speaker with our children in the room saying things like "aww look at the little boy using big words like f because he cannot control his temper. Maybe the little boy needs to call his mommy." And then hanging up. We tried to call back 5 more times and it wasn't until I called from my child's phone with a different area code that he answered the call. Though I never spoke to him, he berated me, told me I needed to smile, and treated me like I was absolute garbage. I have never in my life been treated this way by anyone, let alone someone in business. Even after I got of the phone, he continued to call my son's phone yelling and hanging up before I could even say a word. I'm am absolutely beside myself that a person in business would treat someone like this. Run away from these people as fast as you can. They need to be shut down."
"DO NOT BUY FROM Family Pool Fun. There is a slew of reviews, just like mine that give insight to how unempathetic and uncaring they are towards THEIR VERY OWN customers. They send out the wrong orders and tell you they upgraded you and you should be grateful…and it is not! They send defective liners and expect you to pay for them. If your order doesn’t come in time they tell you how to cancel online and then they tell you how they didn’t receive the request and never give you your money back. You emailed them and called them and they are 5 to 10 days late returning your call. Your items come in without parts. They don’t care and they will not so much as apologize to you! Thankfully we paid with American Express and they have had our back‘s Since the investigation began with them."
"DO NOT SUPPORT THIS BUSINESS.
My husband called today to get help with setting up our pool. He was speaking with a woman and she wasn't quite understanding his question. A man in the background thensaid very loudly "are you **** stupid?!" to my husband.
It turns out the guy who said that, is the supervisor. My husband immediately hung up the phone. We stared at each other in disbelief and called back. The supervisor immediately started talking over us. He would not let us get one word in. Not ONE WORD. The supervisor told us he would send the audio recording of the initial phone call. He kept ranting and ranting and eventually said he changed his mind and is NOT going to send the recording because "nothing can happen to someone for swearing anyways". Sounds like an admission of guilt to me.
I cannot believe a supervisor would speak this way to customers. The fact that he would not try to resolve this issue and constantly spoke over us and denied everything makes us not even want to have this pool.
We will be doing everything in our power to return this pool. We will be reporting this business to every outlet available.
Do yourself a favor, buy a pool from literally anywhere else."
"The pool steps were just what we needed; durable product and easy to put together. Delivery was faster than expected. Website was user friendly and informative. Highly recommend this company!"
"Purchased a pool, liner and pad. Waited 8 weeks to receive it. No communication from Familypoolfun. Received pool with wrong liner and no pad($100 pad) tried contacting them again and no answer. Spend your money elsewhere. you will have issues and they wont respond to help"
"I got screamed at, and they hung up on me twice!
Hidden fees, before delivery and after delivery... They canceled my order, and told me to f%€k off and told, good luck finding a pool a$$hole! "
"Made a purchase. Five months down the line its still not resolved. Have no clue what service is. Staff are unprofessional, rude and incompetent. If these owners a so called family business cant meet the basic need of respect to another, dont trust them with anything. "
"They promised a pool and we set up financing and waited, and waited. You can't reach them by phone, the Facebook does work but they just have a generic response nothing real and the support site where you post your activities has no real responses, they just say resolved.
When you get them on the phone, they are rude and lie. 2 months later than the original date we were supposed to/ promised to get the pool and we have nothing but "resolved" activities and no pool or help.
FAMILYPOOLFUN YOU ****!!!!!"