Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/09/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ORDER #****** Order was placed on 05/20/25. Order was promised to be delivered by 05/24/2025 (as stated on confirmation email). Order never arrived. On 05/27/25 I called the customer support number and after 1 hour on hold, an agent picked up and successfully was able to inform me why my order had not been delivered. The agent stated that the item was on backorder, and informed me the order would be cancelled and I would be refunded. The refund was never processed. I called various times afterwards and they informed me the refund would be processed. I have attempted to contact numerous times by calling customer support number, the chat feature on the website, and the contact form and my refund has still not been processed.

• Initial Complaint

  Date:06/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/3/2025 I purchased a robot vacuum for ******. It has guaranteed 1-3 day shipping. On June 5th the item hadnt been picked up. I emailed customer service, still no response as of 6/8. On 6/6 I called customer service and was on hold for over an hour and no one answered. I was finally able to speak to someone via chat. She informed me the item was backordered and no idea when they would be arriving. I asked her to cancel the order. I didnt not receive cancellation email nor has a refund been issued. The credit card charge of ****** has posted to my account. I just want to make customers aware of terrible customer service and the fact they charge for products not received. I have emailed customer service again and I will be filing a dispute with the credit card company. Terrible customer service.

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a robotic pool vacuum from Poolbots on May 27th. They stated that once processed shipping would be roughly 1-3 business days. On June 2nd I sent an email asking for an update on my purchase. No response. Then on June 6th, I spend over on hour on hold waiting for their customer service line to pick up. Still no response. I then attempted to open a live chat request through their website and wouldnt you know it, all their agents were unavailable at the time. Shocker! It has since still been radio silence with this company and after further review through a few chat forums, I believe this is status quo for them. Numerous accounts where people have purchased a product through them and no response or follow up from the company.

• Initial Complaint

  Date:06/06/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order number ****** I cant get a refund. They said 3 day delivery. Its still says that. They do not have the item in stock and dont know when it will be in. I send 4 unanswered emails and made numerous calls. Cant get my money back. Original purchase date was 5/21/25. I dont know what to do at this point they took my $800 now wont respond to me. Only AI saying its not in stock. Please help me.

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a Dolphin pool cleaner from PoolRobots (aka PoolBots aka ************** aka Quantum Robotic). Got a confirmation that the product was shipped. After 2 day there was no shipping updates. I emailed the seller (no response) then called... it took a while but someone finally answered and looked up my order. He said the item was on backorder. I asked why I would get an email saying it was shipped if there wasn't even a product to put in a box, he didn't know). I asked him why I would be charged for something that they didn't have to sell, he didn't know. He said they'd issue a refund but it's been 3 days and my ********** said no one has processed a refund. I tried ordering the same product from a different website but it turned out to be the same exact company using one of several other aliases... and they charged me again, and again they did not have the product in stock. I have made several other attempts to cancel the orders with both companies but they have not responded.

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 28, 2025, I purchased a Dolphin Sigma pool robot from Poolbots. The product was delivered on June 2, 2025. I used the robot seven times, five of those with the pool pump turned off. Each time, the robot consistently became stuck on one of the pools filtration drains, rendering it ineffective for my needs.Before purchasing, I relied on the companys prominently advertised Risk-Free 30 Day Trial, which appeared on both the product page and the sites promotional content. The policy stated:Try any robot in your pool risk-free for 30 days. We believe a pool robot is an investment, and we know you'll love it. Which is why we have a 30 Day Free Trial. If you don't love it, simply return the robot. Unlike the other guys, we never charge a restocking fee or any other fees meaning no restocking fee ever.This language clearly implies that customers can return the robot at no cost whatsoeverwithout restocking or additional fees. Any other fees would reasonably be interpreted to include return shipping costs.However, when I attempted to initiate a return due to the products unsuitability for my pool, I was informed via live chat that I would be responsible for the return shipping costs. This directly contradicts the spirit and wording of their advertised return policy. I found this misleading and unacceptable. It has cost me time and caused unnecessary frustration.Desired Resolution:I am requesting the following:1.Reimbursement for the return shipping fees I was forced to pay.2.An immediate revision of any marketing or webpage content referencing the Risk-Free ******************************************************* not the customer is responsible for return shipping.Customers deserve transparency and honesty when making a purchase, especially when a risk-free trial is being advertised. I hope Poolbots will take this opportunity to resolve this issue promptly and revise its messaging to reflect its true return practices.

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the Dolphin premiere refurbished the website states I would get three sets of filters. I only got the bag filter spoke with **** In sales, he stated he would contact service and have them send me the cartridge conversion kit and the spring filter cartridge. I did get the bag filter and tried it out last night and it worked great very Happy with the dolphin premier robot. Looking forward to the other filters. To be continued, I hope they dont take too long to send them.

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a NEW Dolphin Premier Pool Vacuum and received a used open box item. Contacted customer support and even sent them pictures of the open used item. They are now making me pay for return shipping.I should not have to pay for return shipping on an item for a used item that I purchased as new. I should receive a full return and a prepaid shipping label for returning the item.

• Initial Complaint

  Date:03/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a package that was opened, wheels damages, and scuffs on several parts. Definitely some parts used. Contacted them and they have the worst customer service I've encountered in years. I provided pictures within 10min of opening the box, and they tell me they can send me (not new) but buffed wheels and I would pay for shipping to them, and shipping to me. I was also told prior to ordering from ****, that if any issues with the product other than just not wanting it, Poolbots would send a paid shipping label. Use another vendor and save yourself possible hassle of dealing with an unreasonable group. I actually cannot believe they are in business

  Business Response

  Date: 04/04/2025

  Hi *******, we apologize for the situation - I understand this issue is causing some unexpected hurdles. Let me address your concerns clearly and propose our solution:
  
  When inspecting your product complaint, we took the following investigative steps:
  
  1. Verified your unit was factory-sealed and new
  2. Examined three additional units from current inventory. They all have the identical marks in the same location. We will gladly send you photos.
  3. Confirmed with manufacturer that these marks originate from their plastic production mold for this particular caddy used for commercial robot models.
  4. Developed an in-house solution through professional buffing/polishing
  
  The good news is we've successfully tested a buffing process that effectively removes these marks. Our warehouse team is ready to apply this treatment to your plastic storage caddy.

• Initial Complaint

  Date:02/27/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought an "open box" unit on Feb 1st. Robot arrived very poorly packaged and with clear signs of use, so not an open box. Decided to keep it regardless but when tried to use the robot it was not working. After some back and forth with support they send me a return label and on Feb 10 I dropped the box at ***** as instructed and sent the ***** receipt back to the company so then can send me a new unit or a refund - what they held to do until they have the robot back. Apparently ***** lost the package and the company open a ticket with ***** that finally closed the ticket on Feb 18 as lost package - at this point I still did not had a new unit nor a refund. They kept telling me that issue with ***** was not solved even if I could clearly see on ***** site that it was solved. On Feb 25 ***** found the package and delivered back to the company - what again I can clearly see on ***** site - but when I contact the company to get my refund they keep making excuses on why they can't refund my money.Also, it is very weird that this company decides to operate under several facades, like Poolbots, Poolrobots, Premierrobotic, etc.

  Business Response

  Date: 04/04/2025

  Customer placed order on 02/01/25 for a Dolphin Sigma, Open Box Robotic Pool Cleaner. It was shipped on 02/03/25 via ***** and it was delivered on 02/04/25. Once received , the customer contacted us back and advised that it was not working upon arrival. We helped the customer exchange item and sent him a ***** prepaid label for the exchange. Customer advised he dropped the return off on 02/10/25 but there was no movement on tracking information. On 02/13/25 there was no updated movement on tracking, so we filed a claim with ***** for a lost package.. We were unable to ship the customer a replacement until the claim had been processed. On 02/19/25 customer advised ***** had located the package and had tried to deliver it to him, but he refused it, so the package was returned to us. Once the package arrived to **, we attempted to provide the refund, but the customer opened a dispute. The dispute was accepted, and the customer received their money back.