Poolcenter.com is a fine website. Their customer service, though, is not helpful in the least. I ordered a pool cover, by the size of the cover I was told I needed by loop-loc, The cover company. I received the wrong size. I called up to have them send me a new one, figuring it was a mis-pick. The girls there had no problems sending me a return slip and telling me that I would receive my new cover (corrected size) as soon as the old one arrived in their warehouse. ( I needed an 18X34 they sent a 20X38) I sent the cover back and waited 6 days. I called and was informed that my order was refunded. Not re-shipped, REFUNDED. It was a Saturday and the girl on the phone told me that she was not a supervisor, and that the supervisors would not be in until Monday, BUT, she could have them call ME to assist me in the situation.
On Monday I went to sleep in the morning (I work nights) waiting for a call that never came. Finally at 2 pm when I woke up I called them. The supervisor, Diana Perez, explained that I have to order by the size of the pool, which it clearly states on the webiste. I would also have to measure my pool and the anchors and fill out the form on the poolcenter.com website to make sure my cover was not a custom size. If i did not I would not be eligible for a refund if it was the wrong size or a re-ship. I never yelled to this point, but my frustration boiled. I searched the website, when I had a second (I have 2 kids and a 70 hr a week job), and could not find the measuring page. I can also see that if you search by pool cover size (if you know the size of your cover needed) from a search engine, you would not be told anywhere that you need to order by POOL size. (I knew the size of the cover, so I searched 18X34 cover on google and was sent to the poolcenter.com page for 18X34 cover, NOT 16X32 POOL which is how poolcenter.com would sell it)There are no clear markings on the site stating this. There was also no measuring sheet on the poolcenter.com website. It had to be e-mailed to me after I searched for 2 days by Diana Perez (I asked for her). Ms. Perez had to sent it to me from ANOTHER website(INTHESWIM), not even Poolcenter.com's site. She had originally told me that this was available on the poolcenter.com site. I finally sent it in, and was told that I would have to wait a business day (weekend) for the custom sales team to go through the order and verify that it was or was not a custom order. Finally on Monday I was told it was a standard cover and to speak to a representative to assist with the purchase. The customer service rep said she would not feel comfortable placing the order because of the "file" on my order and that if it was wrong it would not be good for anyone. I still have not yelled or lost my temper. I also asked, that since this was such a big deal and we were going on a month and a half with the order and re-ship process, if they could ship it, at their cost, faster, so that I could put it in at a time which would be comfortable to me. I received a "no" and "we do not do that here". I am thoroughly disappointed in Poolcenter.com, mostly their customer service team.
POOLCENTER.com Reviews
Poolcenter.com is a fine website. Their customer service, though, is not helpful in the least. I ordered a pool cover, by the size of the cover I was told I needed by loop-loc, The cover company. I received the wrong size. I called up to have them send me a new one, figuring it was a mis-pick. The girls there had no problems sending me a return slip and telling me that I would receive my new cover (corrected size) as soon as the old one arrived in their warehouse. ( I needed an 18X34 they sent a 20X38) I sent the cover back and waited 6 days. I called and was informed that my order was refunded. Not re-shipped, REFUNDED. It was a Saturday and the girl on the phone told me that she was not a supervisor, and that the supervisors would not be in until Monday, BUT, she could have them call ME to assist me in the situation.
On Monday I went to sleep in the morning (I work nights) waiting for a call that never came. Finally at 2 pm when I woke up I called them. The supervisor, Diana Perez, explained that I have to order by the size of the pool, which it clearly states on the webiste. I would also have to measure my pool and the anchors and fill out the form on the poolcenter.com website to make sure my cover was not a custom size. If i did not I would not be eligible for a refund if it was the wrong size or a re-ship. I never yelled to this point, but my frustration boiled. I searched the website, when I had a second (I have 2 kids and a 70 hr a week job), and could not find the measuring page. I can also see that if you search by pool cover size (if you know the size of your cover needed) from a search engine, you would not be told anywhere that you need to order by POOL size. (I knew the size of the cover, so I searched 18X34 cover on google and was sent to the poolcenter.com page for 18X34 cover, NOT 16X32 POOL which is how poolcenter.com would sell it)There are no clear markings on the site stating this. There was also no measuring sheet on the poolcenter.com website. It had to be e-mailed to me after I searched for 2 days by Diana Perez (I asked for her). Ms. Perez had to sent it to me from ANOTHER website(INTHESWIM), not even Poolcenter.com's site. She had originally told me that this was available on the poolcenter.com site. I finally sent it in, and was told that I would have to wait a business day (weekend) for the custom sales team to go through the order and verify that it was or was not a custom order. Finally on Monday I was told it was a standard cover and to speak to a representative to assist with the purchase. The customer service rep said she would not feel comfortable placing the order because of the "file" on my order and that if it was wrong it would not be good for anyone. I still have not yelled or lost my temper. I also asked, that since this was such a big deal and we were going on a month and a half with the order and re-ship process, if they could ship it, at their cost, faster, so that I could put it in at a time which would be comfortable to me. I received a "no" and "we do not do that here". I am thoroughly disappointed in Poolcenter.com, mostly their customer service team.