"Do not buy anything online. There return policy will cost you too much to return it. I wanted to exchange my 15 ft pool for a larger one that I had ordered and they had all kinds of fees to return it. I had to call them everytime for a month to get this taken care of. Just buy from the store or buy from another pool company. They charge for your freight fee, restocking fee, label fee and you have to shrink wrap the whole thing up before you send it back. Not worth it at all. Horrible customer service. I was going to go up in value in a pool but after all the fees it wasn’t worth it."
"I’ve been a pool owner for a long time. Love the tabs but they have been hiring pool water testing people that do NOT know what they are doing. Had a blue cloudy...after doing what the guy told me to do......now it friggin green...now buying more stuff. Crazy part. They were discussing what to do next....EHY ARE THEY THERE IF THEY DONT KNOW WHAT TO DO? Skeptical me thinks they do this on purpose.☹️"
"I would NEVER recommend Leslie's Pools to anyone. We decided to buy our in-ground Hayward pool vacuum from Leslie's Pools because of the mail in rebate they were offering, never having dealt with the company before. We could not have made a graver mistake. The customer service we received was horrible from the start. Our credit card was initially charged twice. Not only that but we also had several other minimal charges from them to the tune of a few cents? When we called to inform them of the error they were both rude and uninformative, they could/would not explain what the other charges were. Finally, that issue was resolved, only to wait over 2 weeks after the expected delivery time to receive our purchase. THEN the package was damaged upon delivery. It also had clearly been returned and repackaged. On top of this unprofessionalism, the box did not contain either the manual or the warranty. So the reason we purchased the vacuum from Leslie's Pools (the rebate) was no longer an option. We called Leslie's Pools to inform them of this and request another vacuum, or at the very least a manual and warranty for the vacuum they sent us. Not only was their employee callous and incompetent, but she blatantly refused to help us. She did not care in the least. She gave us a number to call Hayward (the manufacturer) ourselves - this number was not even in service! I am not sure how a company with such little regard for their customers is still in business..."
"I called Leslie's Pool Supplies to order a replacement pool pump motor. I decided on Leslie's because they are a well-known chain. Boy was that a mistake. I placed my order on a Monday. On Friday, I still hadn't received any tracking number. I called and they said I should receive it soon. Wednesday of the next week I called again wondering where my tracking number is. They said it still hadn't shipped yet, but promised it would be delivered by the next upcoming Monday. Monday rolls around. Two full weeks since I placed my order. I called a third time. Still hasn't shipped. I ask to speak to a manager. I'm put on hold at least 10 minutes. The manager had nothing helpful to say. I cancelled my order. In an age where we have 2-day shipping on most things, there is absolutely no excuse for this. In addition, their customer service is pathetic. After I hung up, I called Inyo Pool Supplies. I ordered the part through them, and I received it at my doorstep 2 days later. Now that's customer service! I honestly don't know how a company like Leslie's can stay in business with such garbage customer service."
"Awesome management at a corporate level.. VERY responsive!!
I had an issue at our local Leslie pool store near Plano, TX. There was a advertised deal and the store said they didn't get any and they'd be happy to order but I'd have to pay shipping to the store. This didn't sit well with me so I contacted Leslie's customer support and still was unhappy with the response. So I contacted Leslie corporate (you can search them and see quite a few members of their executive group share the same last name) to let them know that I didn't feel their policy was fair.
I left a voice mail for the person who I believed (and was) the CEO expecting absolutely nothing. That following Monday (I called on a Saturday), he personally called our house and spoke with my wife. He said he was going to use my voice mail to train their people on how to treat customers as he felt I had received the run-around. Then he did this (and I'm still shocked and thrilled by his actions), he offered to send us the product for free. It wasn't a $10 bottle of chlorine tablets or anything like that, but a solar pool cover!! (over $200!) We were going to order one a little smaller than our pool since our was kidney shaped and these were rectangular, but he said you need one to cover all the water and up-sized the cover he was GIVING us!!
Now THIS is how you win major fans in customers! I'm a die-hard fan of Leslie Pools after this experience! I sent him a book I've had my employees read called "Raving Fan: A Revolutionary Approach to Customer Service" by Ken Blanchard. It greatly matters to me how companies treat us.. and I have my employees read Raving Fan as I expect my employees to treat customers kindly and with consideration. I never expected Leslie Pools to really even respond, let alone give me a pool cover because they felt my experience was unpleasant.
"
"I placed an order on May 21 for test strips and a vacuum. The test strips were shipped fairly quickly--6 days later. But I am still waiting on a shipping notice for the vacuum 16 days later. When I called I was told it was on back order. Would have been nice to know that before I placed the order!
Earlier this week I called again and I was assured that it would DEFINITELY be shipped this week. Well, it's Friday and still nothing. Now I have been on hold for 15 minutes trying to find out what is going on. If I knew it was going to take this long I would have driven in to town and bought the vacuum locally.
Stay away from this company if you need your items quickly.
Update 6/10/08: Called again and was told the soonest my item would ship would be another 4 weeks from now. I canceled the order. No one apologized or really treated me like they cared. I should have asked to be taken off the mailing list. I won't be ordering from them again."
"Leslie's Swimming Pool Supplies, BAD...!
I place an online order, for a spa sweep with 4' handle & water shutoff, and water test strips.
Get notification that sweep ships, but nothing about the "test strips"? I send service an email & NEVER, get a reply???
I receive my sweep, but no handle or water shutoff, or test strips (nothing about this item?)?
I call customer service "4 times", to inquire...
I wait on hold for SEVERAL minutes before they answer. As soon as I state I have a problem with my order- "would you wait a moment please (3 times!)"- I wait for 10 minutes+ & finally hang-up?! :o(
I call later (4th try), and as soon as they answer- I request that they PLEASE, don't put me on hold again! I explain my problem...- Their rep tells me that the test strips are on back-order (don't know when they'll be in stock...?), and will find out about sweep handle & water shutoff & call me back in 24hrs..
I wait two days & no call!? I call the same rep again & am told that they will reship my sweep with handle & water shutoff (requires 2 calls! rep contacted warehouse, and they "assured" me handle & shutoff would be in this order!), and test strips.
I receive my test strips & sweep, but still no handle or shutoff (20 days now! Why I wanted "this" sweep in the first place!)!?
I'll try again next week?! :o(
"