Business ProfileforPooltown, LLC

I went in to order a pool. The sales person I spoke with was very helpful and kind. My husband has a disability so when I inquired about ordering a staircase ladder and having it checked when it was professionally installed (through one of their recommended installers) to see if it would accommodate my husband; the salesperson said they do not allow returns but he would ask the manager. The manager was assisting someone else at the time but when he was done, the salesperson called him over very politely. The manager responded (across the store) that he was busy and could not assist. I was beyond irritated with the demeanor of the manager, yet I continued with the sales person. We go to place the order and the salesperson asks the manager about the liner I want and the manager was rude and short. The salesperson then asks if I will pull a permit. I respond of course, we have already reached out to the city to ensure we are complying with code. If by chance, the city says no- can we stop the order (bear in mind the pool won't even be in until august) within the next week or so. The salesperson says no. We require a 50% non-refundable deposit. These 2 things were enough to make me leave the store. Not only is the store manager rude and lacks customer service skills, their nonrefundable policy prior to receipt of a item that is a standard option size is horrendous. I will go without a pool before I ever do business with this company.

Hi Stacy. I wanted to reach out to apologize for your negative shopping at one of our retail stores. Unfortunately, due to the unprecedented demand for swimming pool packages, we do have a policy that requires a non-refundable 50% down deposit to hold a pool. It’s always best practice to have all of your measurements ready to go before ordering so that you know what will fit your desired space to code. We work hard everyday to be the best we can be and will continue to work hard to keep improving. Sorry again for your negative experience Stacy. If you would like to discuss further, I can be reached by email at [email protected] Have a great Summer!