"Awful customer service, awful experience. BBB complaint was submitted.
I ordered a hot tub cover online which has had two issues now. Leslie's is refusing to cover either of them. Apparently there is no warranty or if there is it doesn't cover anything. Been going back and forth with them 5 months now and it is still not resolved. They blamed me for not putting claim in earlier however I didn't notice the two small tears ON ONE SIDE OF THE COVER until May due to shipping delays, pump issues, it being dark, etc. The foam ON THE OTHER SIDE OF THE COVER only started getting waterlogged in Sept and when I unzipped the cover, the plastic was clearly damaged. I guess all I can do now is never order from them again and try to keep others from making the same mistake I did. I can't get them out to look at it and I can't get them to understand that the waterlogging issue is not on the same side as the tears presumably made by shipping! So frustrating!
Oct 2, 2020 Ordered cover online WLP0005154
Jan 12, 2021 received hot tub cover in torn up cardboard box - delayed due to pandemic
Hot tub unusable end Feb-May 12 due to unrelated heat/pump issue - part delayed due to pandemic
May 18 filed warranty claim #64138 for tears
Followed up with pictures, emails and phone calls many many times
Sept 1 noticed foam was waterlogged
Again followed up with pictures, emails and phone calls many many more times
Still unresolved








"

"Always had pools, Illinois, Arizona, & Florida. Called service to get "O" rings on my valves. I was told $39.00 travel & $100.00 service. Serviceman came and told me - what I told them - "you need "O" rings on your valves". I said OK, go ahead and replace them. The answer was, I don't do that but still charged me. I told him, you have that large van and you don't carry packs of "O" rings. He said I'm from southern Florida and you are in central Florida, I only came up here to help them out. What kind of help is that, that does nothing. So someone else will be out to replace them on this payment? His reply, they will charge you for the 4 sets of "O" rings PLUS $139.00 for travel & service again. Use an independent service or do what I did - bought "O" rings at Pinch Penny Pool & put them in myself. Will never use Leslie's again."

"I shopped online for same day store pickup to the Greenville, TX location. The email said same day pickup. The email also said to wait for a second email that I didn't receive. I called the Greenville store and was told they didn't have an order from me. I waited a week, still no second email from Leslie's, so I called the online store 800 number. The person answered and said the order still wasn't ready to ship and that was standard with online orders. I said the order was placed for same day pick at the store not an online order. Why would the store sell me a product for same day pick up that they didn't have in the store. The online person said it may be several more weeks before shipping to the store. I asked a refund and was told it would be 7-10 business days before the refund would be processed. Basically, Leslie's has stolen my money under false advertising. Same day pickup is to pick up the product in the store the same day. If they don't have the product, they should not sell the product as a same day pick-up. I will never use this company again!"

"I bought pool filters on line for $134.16 when i went to store to pick them up. I was told my order was cancelled and would get money refunded. They had items in stock but now wanted to sell them to me or $226. Why would you cancel my order and try to re-sell product i purchased back to me for 40% increase? "

"I have never down this but based on the service I just experienced, I want to save others the headache.
The store associate sold us the wrong pool pump for almost $700. My bank paid them the full amount the day after my purchase. I returned the pump and got a refund to my debit card. Two days later my bank says that Leslie‘s pools are not releasing the funds. So after several calls in a rude customer service person at the store I am told the reason they did not release the funds is because the store associate did not get my full information including address. They then said they are going to push the refund through but it will take 5 to 7 days. When I told them I wanted my money now and I wanted to talk to a supervisor, the supervisor would not get on the phone but told the lady I was speaking with that it’s just banking it takes that long. How come my bank can give them $700 overnight and there’s takes a week? "

"They sold me the wrong chlorinator for my pool and then refused to help fix the problem. They've got a guy working there who looks as though he is a thousand years old and has never helped anyone in his life. 'The only good thing about Leslie's is that I've learned to fix pool problems without any help."

"I tried for months to order a pb4sq Polaris pump housing. Then it got lost in the mail. FedEx gave me an incident number but said Leslies was the shipper so they needed to call FedEx and supply me with the incident status and progress. Leslie’s refused. So I got on the chat line and ordered another $75 housing. The agent promised it would arrive in 5 days. It did not. Leslies never contacted me. So I got on the chat line. The agent said it was not in stock so they canceled my order without telling me! So I asked to speak with a manager and was told no. I asked if any pumps with housings were available. They told me that I would have to check myself. I did and there were! So I asked Leslies to remove the $75 housing and send it to me. They refused. So I had to buy a new $450 pump, just to get the housing!"

"I placed an online order around Memorial Day. It showed the above ground pool was in stock. It even let me pay overnight shipping. Haha. I soon found out the order meant they had the materials to make the order so it would be a month. Turns out we needed that month to get everything completely level working on weekends. We finally received the freight shipment the Monday before July 4th and the liner shipped separately a few days later. It all turned out fine. We should have received an upgraded liner, but with knowing there is a shortage on such things, I can’t hold the plain blue liner against them. My low review is mostly due to 1. They showed this as in stock and it wasn’t the case. 2. If you call customer service, they are absolutely clueless. For a bit, I was really concerned I wouldn’t receive a pool at all. Still, we are swimming now and we are quite happy with the end result. I live in Texas, if that helps. The freight guy mentioned that my pool came from Canada. I thought that was interesting. The liner people were actually super helpful - seemed to be a separate company. The lady there said she had been employed with them for 40 years. She emailed me all of the instructions for the pool assembly. Videos, PDFs, etc., lots of information that was vital. We were dreading the installation, thinking we would need a small army of help. Actually my husband and I did a lot of it ourselves, even the liner installation. We used duct tape to hold it while we got it all situated and we kept adjusting the little tape pieces until it was all just right, then did the top cap pieces and removed the tape. Even rolling out the steel sides weren’t that bad. Again, if their phone service were better, this review would be higher. But in this crazy time - delays and shortages with all kinds of products, they did deliver and in the end I’m happy to be swimming."

"Ordered a hot tub cover because their website said in stock shipping within two days. When I called four days later, I got India phone service NO CLUE what was going on. Said warehouse would call in within 24 hrs. You guessed it, three days later and no phone call. Will never do business with them again."

"I have been to both the Leslie store in collegeville and also the one in north Wales pa. The collegeville store could not find my on line order even though I had the order number and text saying come get your order.
Next time I tried north Wales. Instead of giving me the stain and scale remover I ordered and was clearly printed on my receipt I was given stain and scale deterrent. I asked about the product when I picked it up and then went home and put half in my pool as the man directed. When I called to say I had received the wrong product that wasn’t working and had the receipt to prove I ordered the other I was told I would get a fifty percent discount on the item I needed. I said I was coming in with the receipt and product and expected to get what I ordered. When I got to the store the man was on the phone, handed me the correct product without any explanation or apology. The people at both stores were rude and incompetent. Don’t waste your money or your time. There are plenty of other places that appreciate their customers.
"

"I am on several pool FB groups and they always talk bad about Leslie’s.
Well, I can’t disagree more. Caden has always been so helpful and I feel is very knowledgeable on pool chemistry.
If you live in Lubbock - go see Caden. "

"I cam in seeking help and got demeaned instead. I know nothing about pools. As soon as the store manager heard that he was annoyed with me. He asked me a million questions and all I wanted to know was how to take care of it. I also got the feeling he was using a scare tactic to upsell me equipment. I went to another competing store and got smiles and questions answered. DO NOT GO HERE!!!"

"Online store SAID it was in stock at local Leslie store so I purchased a pool cleaner. Called the store later to find it was NOT available within 200 miles. Went back online to chat, was told it would be here Sunday by end of day. Went to FedEx website to find that it had NOT even been shipped yet. WOULD NOT order from this website again. ALSO, WHERE ARE THE 48 POOL PERK POINTS(??) I was shown on the Order screen?"

"Went in the store to place a pool order on june 9th because they told me it was in stock and would be shipped out in 48 hrs then i went on to track my order after calling several times i was given all different reasons why it was saying it was still be prepared to ship so i called retail complaints about the store someone named amanda had a district manager Mike coleman call me well he did and said he was going to check into it and get back to me well 4 days later i still have not heard from him he dont answer or call me back finnaly today i decided to cancel my order and someone from retail office said she was going to check into it them a few hrs later i get a email saying my pool is out of stock so where did my pool go then customer service says mines there and shipping on the 30th so i dont know if im getting it on the 30th or not after reading reviews i just want to cancel it never again will i order from them they are horrible "

"I ordered a pump from leslies on 5/10 that was labeled as 2 in stock and ready and that I would receive it before 5/20. on 5/18 having not received tracking information yet, I contacted them, and they told me that due to how busy they were that the pump would actually ship on 5/20. Ok, fine a few days late with all that is going on in the world is understandable. Now its 5/21, still no updated tracking so I contacted again, this time they said it would be shipped that same day and to wait until morning that I would see tracking on the site. Ughhh, fine. 5/22 comes and goes and I had no time to check on the site for shipping updates, so I hop on the morning of 5/23 still nothing... Time to contact leslie's again, this time they are telling me that I will receive the pump absolutely by 6/10, that the manufacturer is responsible for shipping this particular product, see what they did there? They shifted the blame, here comes a pattern... A couple days (evening of 6/8) before my "guaranteed" arrival on 6/10 I check the site to see if they have finally updated the tracking... NOPE, they have not updated tracking, contact them again to see what's up. This time they say that the UPS truck could not be pick up my order? (What kind of blame shifting excuse is that?) And they can't provide any other information. At this point I just want to remind you that this pump was "in stock" on 5/10 and "ready to ship" and only needed a label slapped on the box. Finally, its 6/10 the day my pump is "guaranteed" to arrive. At this point I am praying that it just shows up as their site still states pending shipment. I end up going onto bank's website for unrelated reasons to discover that Leslie's charged my card on 6/8 for the pump... hmmm, maybe it will show up on 6/10. Nope! about 8pm that night I am back asking Leslie's what's up and they are telling me they do not know anything and they will escalate the problem (LOL, what a joke of a company) I continue to ask them, so why was it that they charged my credit card if they have no information on the progress of my order, their statement was that it was a temporary hold since shipment was pending. I told them according to Chase Bank, it is an actual charge, to which they said Chase must have made a mistake and ran it as a charge instead of a temporary hold. So that's 3 times they have now shifted the blame onto others(Polaris, UPS and Chase) 5 more days have now elapsed and I contacted them again and the only answer I can get out of them is that the charge that is on my credit card bill is a temporary hold and that the order has been escalated to another department. According to Leslie's Chase is just asking me to pay for this pump by accident. A brief delay is understandable. A valid excuse is understandable. At this point I do not trust Leslie's and I recommend you avoid a shady business such as Leslie's."