My husband and I ordered a pool from…
My husband and I ordered a pool from this site back in May 2024, and have not received any updates about shipping or processing of the pool in general. We have called the customer support line multiple times and each time we call we get a different answer. "it is still being processed" "It has already shipped" "it hasn't been shipped yet, but I can get it shipped by tomorrow" "you'll get a call when the pool has shipped" always with a promise of a call back.
At this point in August 2024 it is not likely we will see this pool. I called customer support one last time and was met with the same lines like the ones above. I then asked if I could just simply cancel the order because I am fed up. Courtney said it would be a cancellation request and it would like 5-7 business days. I told her I wanted to cancellation to be processed sooner than that and asked to speak with a manager or who approves the cancellation. She told me that was not possible, as there was no manager or someone else to speak too. I asked for a cancellation number and once again she could not provide me one. I am wary that this cancellation request will even go through and looks like me and my husband will be out of over $3,500.00 USD. She then proceeded to tell me IF the cancellation request as gone through it could take over 30 days for the money to be processed back into the account.
At this point, I thought it was best to report this to the BBB as to warn other customers that their 5/5 reviews are false. I asked Courtney for an address to help me with this report and she stated they in fact did not have one. Most likely trying to avoid this review. When I told her in fact that every business has an address she vehemently denied it, saying they don't have a store front. I don't have a doubt that she honestly didn't know. But it does reflect on how they go about their training. I looked up their address on an old email, but am extremely disappointed. Don't fall victim like me and my husband.