"Purchased a pool pump from Leslie's with a five year guarantee Within two months it had to be replaced. Replacement worked for about six months and now it has quit also. This time around "Peter" showed up, declared the pump dead and checked that we did, indeed, have a covering warranty. He ordered the new pump and said it would arrive in a day or so. That was 10/06. After numerous phone calls and run arounds, they no longer take my calls. My pool has been off for several weeks now and I can't even get someone to talk to me. Will never use their services or goods for anything again. I hope this keeps someone else from making a $1200 mistake."
"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 wonder if there is anyone in that store that cares about customer, I bring my water to get tested and they are always giving me looks like: just get out from the store. And this is the second time they screwed our water with their stupid machine that always show imbalance of something. They are just happy when they sell you at least $100 worth of supplies and thats it.
They deserve 0 stars. "
"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?"