I would like to update my previous review titled "Horrible Customer Service - Stay Away." The Niya robotic vacuum worked wonderfully until it unfortunately stopped working just one month after the one-year warranty expired. At first, I had to make several attempts to reach the right person in customer service. Once I was connected with Lexi C. from the Customer Support Team, everything changed. She was kind, understanding, and guided us through the process in a reassuring way. She took care of our issue, and I truly appreciate her help. Thank you, Lexi! I now highly recommend working with Backyard Pool Superstore. read more

I had a bad experience with them. I ordered a new maytronics robotic pool cleaner with wifi. My son opened the box and it was put in storage for the year. Unbeknownst to me it was a used refurbished unit. When we needed it this year I opened the box to find out it was a used unit. It still had grass in the filters. I reached out to the company. Since it was past the 30 days I was simply out of luck. Keep this in mind when you order items from this company. It would be better to order from a local brick and mortar store. That way they cannot attempt to deceive you with compromised products. It was an $800.00 + lesson. BEWARE. read more

Buyers beware! Very misleading advertisement. On Dec 3, 2024, I purchased a Polaris 360 Back Up Value for my pool off of eBay thru Backyard Pool Superstore. When it arrived I installed it but my Polars 360 Pool Sweep but the sweep would not move, but rather float to the top of the pool. I noticed the wheels on the sweep were also not moving and assumed since I just installed a new back up value, it must be the lack of wheels turning that was causing the issue. I was busy and travelling A LOT thru Dec and Jan and in early February, I finally got time to take the Polaris sweep to Leslies Pool Supply to get the wheel issue fixed. The rep confirmed it needed a new drive belt and installed one. When I put the sweep in the pool, the wheels now turned normally, but the sweep still would continually float to the top of the pool. Fortunately I kept my old back up value and when I swapped out the new one with my old one, my Polaris worked fine. Puzzled by this, I ended up opening the brand new valve and it was absolutely HOLLOW inside. It was just the case. I contacted Backyard Pool via eBay and they said it was just the case that they were selling. When re-read the description, it does say "Polaris OEM Back Up Valve Case for 360 Swimming Pool Cleaner 9-100-1202 91001202" but unfortunately their photos show the back up value fully screwed together. These photos were identical to other pool providers who where selling the whole back up value. They should have done two things in my opinion: 1) made sure to clearly identify "THIS IS JUST THE CASE AND NOT THE ENTIRE BACK UP VALVE." I showed this add to several people and they all missed that it was just the case. 2) They should have included photos of the case opened up to show the buyer that it's hollow. I explained that I genuinely thought I was purchasing the full working valve and requested a refund. They said because it's been more than 30 days from my purchase, Backyard Pool will not accept my return. The fact that they wouldn't own up to their mistake, and recognize how their advertisement was misleading, and simply accept the return of essentially a brand new unused item that cost $25 is enough for me to NEVER use these guys. It's not the money, it's the principle. I also contacted the manufacturer Polaris (actually Fluidra) directly and spoke to a rep there. They said "I would be very careful with this vendor." She didn't say more than that, but I understood exactly what she meant. This was my first and last interaction with Backyard Pool Stupidstore. read more

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Don't waste your time or money with this company. Not only do they have no phone service to talk its all via email. Long story short. Bought a complete pool filter system through Amazon, it was delivered and the lid was cracked . It took almost a week for get someone to respond ans send out new part that was damaged. Well they said it was shipped ans gave me a tracking number. We'll they sent it to a whole another state 2k miles away. Then told me to go look in my bushes to see if the driver put my box in the bushes. Then after I told them it's not in my bushes. They replied sorry can't send you a replacement part, you can send it back for a refund and reorder a new on. Worst customer service. read more

Worst customer service I've ever dealt with. Purchased a brand new pool vacuum and it comes in not working. Try to call them the first business day after receiving only to find out you have to email them with any problems or questions. Sent an email only to get a response that we need to contact the manufacturer which is not what their warranty states. Spend the extra $100 and buy straight from Amazon. In the long run you will be happier. read more

Frustrating Amazon seller to work with. When shipment never arrives will not assist even though the seller has selected the delivery method. No product and no money back after almost 3 weeks. No value received, only disappointment and lost money. read more

I will never order from there again. I needed to exchange a Dolphin Pool Vacuum (for a more expensive Dolphin) and they want 50% of the cost for restock. It was $850, so they intended to keep $425...and I had to pay to ship it back. Regardless that I was going to buy a model that was almost twice as much. Along with a new pool heater that would probably run about $4k. The only responses I got was to go through an app talk to them. They can keep their product. I wish I would have seen these reviews before I did ANY business with them. The weakest form of service I have seen in a long time. read more

They will not refund an inoperable product they sold. Will not answer the phone, and will not answer an email. Horrible customer service.

You order, they don't send. Another rip-off online "superstore". I don't know why Amazon doesn't shut these people down.

Ordered a chlorine float via Amazon with this company. Item was lost in the mail, so I contacted them to tell me to wait 2-3 days. I did and contacted them to assist me in finding the shipping company or issue a refund. Their listings are not shipped by Amazon, so I had to contact the seller. Next thing I know, I get an RMA with instructions on how to ship it back at my expense even if the listing said "Free Returns" I replied with the non delivered issue, how do I return an item that I didn't receive? I received an email stating "wait 2-3 days" Company's tactic is dishonest. Any issue and they will complicate things that you give up. read more

I agree......like it was said before: "absolutely no customer service at all, no person to speak with, just go to Amazon and file a concern, we will get back to you and tell you to call the manufacture. Great, they sell to walmart, target, google, but there is no one to talk to, chat only. stay far away from them. i bought a pool filter, and it came with out several pieces. then they tell me that it is after 30 days to contact the manufacture. what are you kidding me, stay away far away, i would sooner pay more money for anything then to have to do this with them. it is really discouraging that after you spend so much money you can not even speak with someone, so BUYER BEWARE." read more

Terrible or even non existent customer service. Their phone is not available, chat is not available. Couldn't find out my order status. Emailed a few times - no response. Ended up cancelling my order - can't trust a store with such a level of customer service. read more

Pool Store Distribution Las Vegas, NV I have purchased Natural Chemistry 2 Pack AquaPill- Spring Pill 4" Pool Start Up Pill from them on Amazon, It was delivered by FedEx next day. When I opened the box, I found two broken (leaked out) pills, but shipping box didn't have any stains on it. They shipped out empty/broken AquaPills !!!!!!!!!!!!!!!! read more

Working with Backyard & Pool Superstore has been a NIGHTMARE. I believe it was a glitch as I always check, but even if human error, I placed an order via Walmart and noticed immediately in the confirmation the shipping address was incorrect (somehow sending to a vacation rental we'd stayed in last year) and attempted to edit or cancel/resubmit the order. This wasn't possible because it was shipping from a vendor - Backyard Pool & Superstore, so Walmart sent an email on my behalf but I also immediately Googled the company and emailed them directly, after not being able to reach them by phone. I heard nothing, until receiving a shipping confirmation 2 days later. Again, attempted to contact Backyard & Pool Superstore - but they don't have anyone answering phones at all, only communicate via email - and was told sorry it's already "on the truck" so they were unable to redirect and to contact the carrier. Contacted UPS and was advised that they couldn't do anything until the delivery attempt was made, and if the sender wasn't able to redirect because of the cost of the item it would require signature and I could then have it redirected myself. However, they apparently could've just fixed it originally because they didn't ship that method and the item was left on the porch. I have spent the last few weeks emailing with Backyard Pool & Superstore who refuses to create what UPS tells me is a simple process and happens often, an RS3 label, for UPS to go to the rental and pick up my item to deliver to my home. I've offered to send copies of my ID or anything else they may need to ensure there's no fraud involved but they absolutely refuse so my item sits unattended at a vacant rental. The total lack of concern for their customers is astonishing - I wish I'd known before making a large purchase. Next time I'll be sure to look into the 3rd party vendor before getting my "deal" through Walmart - but take it from me, there's no deal here. Even after offering possible solutions, since they certainly weren't, they refuse to work with me - new owner of an in ground pool and potential long term customer. Unsure how you stay in business with that kind of service but I'll stick with supporting my local businesses for a few extra bucks after this whole mess. read more

Company has good products but customer service is probably the worst in the entire industry. One item was missing from my order and we have been going back and forth for days. They can't find the order, what was it again? When did you order? What was that order number again? This is still ongoing and I think they just want you to give up.You better hope all is perfect with your order as no help after the fact. read more

I ordered a box of 6 pool hoses and got them 2 days later. They were a beautiful aqua blue and very good quality at a very good price. Each individual hose had a little tag on it explaining the 1 year warranty and that they work with all brands of suction cleaners. Such care was taken with this ordered that I am still shocked (happily). I will definitely buy again from this company . Great job!!!!!! Susan O, From Seminole, Florida read more

Bought a pump from BackyardPool Superstore that supposedly had an 18 month warranty. Within a month the bearings went bad. I have been working with the company for over 3 weeks. They have various extenmsive delay and deflect tactics, and are doing nothing to process the warranty claim. Many other customers have noted the same problems. I had been a customer of theirs for pool chemicals and solar covers for many years, but will never do business with them again. read more

To Anyone thinking of purchasing ANY item from this business Beware. I ordered a Hayward w3h150fdn natural gas heater via Amazon for the cost of $1999 using my Amazon Prime with FREE SHIPPING I Received a shipping confirmation from Amazon.via email another email to follow on exect date due to the value of the item a signature will be needed. Approximately 3 days later I received a cancelation on my order from Backyard &Pool Superstore. The reason was NON PAYMENT for freight. I called Amazon they tried several times to resolve the issue but this so called Business would not budge. Lastly I was told by this business they would re-order the heater BUT the price is now $2199. Amazon asked this 3rd party vendor to honor the original price from 3 days prior Amazon could not resolve this issue due to the fact Backyard &Pool Superstore is a 3rd party vendor. One would say what kind of business is this. PLEASE BE GUIDED ACCORDINGLY doing any kind of business with this so called company read more

I'd give a zero if it was an option. Ordered a Pentair pool pump which after paying for installation, leaked. The leak was from one of the plates attaching the pump to the housing unit, but rather than offer to send me a new unit, Jacob suggested that he send the plate because it was only a four bolt fix. My fault, I agreed, but only after Jacob agreed to compensate me $50 for my time. Well the new plate leaked exactly where the original one did, and after about 20 emails and two hours of my time, I demanded a refund. Upon returning the unit they offset the price I paid with the $50 dollars that had nothing to do with my out of pocket cost. I too wish I'd read these reviews before using them, but they are an Amazon supplier with good ratings there. Amazon didn't give a crap about the issues encountered either. read more

from carolyn on October 27, 2019 DO NOT ORDER FROM THIS COMPANY $65 RESTOCKING FEE!!! If you ordered from amazon, they will help get your $ back. This practice is against Amazon policies. You just have to call customer service directly. I ordered the wrong size filters bc the comments on Amazon said they were a compatible size. THIS COMPANY CHARGED ME $80.00 TO RETURN THEM and only refunded half my taxes. I would have gladly paid the $15 dollar shipping fee to send them back and reordered the correct size, but they stole $65 dollars from me for "restocking". Why on Earth would it cost $65 to restock and send the correct size?!? This is disgusting and I wouldn't want to support a company that treats us this way. If I knew they were going to charge that outrageous amount, I could've kept them and sold them on Craigslist. What an awful way to treat customers that you know will come back every six months. What an awful way to treat us. Period. read more

Avoid this company like the plague! After spending about $400- with them we needed a $20.00 item. We specifically ordered by part # and they took it upon themselves to send us a different part #. After receiving the part which didn't fit we called & they admitted it was NOT the part we ordered!! We ran down to a local supply store and purchased the part # which should have been shipped & WOW - it magically fit!! Now for the REAL problem...after approximately a dozen emails back & forth the best they could do was charge us a $10 restocking fee for a $20 part they sent incorrectly!!!! Should have read the YELP reviews prior to my purchases!! Just ordered a $1500 pool heater from someone ELSE!!! read more

Ordered antientrapment covers and they sent me a completely different product. I notified them and they again sent me the wrong product. Their call center is closed but was able to communicate through email. It's been 2 weeks since their last response, which was just to gather order # information. There has been no resolution and they have stopped responding on my inquiry of updates. read more

I could not rate a company who can't answer the phone or follow up with an email. horrible customer service. which by the way is in the first few lines of the mission statement. what a joke. read more

absolutely no customer service at all, no person to speak with, just go to Amazon and file a concern, we will get back to you and tell you to call the manufacture. Great, they sell to walmart, target, google, but there is no one to talk to, chat only. stay far away from them. i bought a pool filter, and it came with out several pieces. then they tell me that it is after 30 days to contact the manufacture. what are you kidding me, stay away far away, i would sooner pay more money for anything then to have to do this with them. it is really discouraging that after you spend so much money you can not even speak with someone, so BUYER BE WARE. read more

I very rarely leave negative reviews but I need to warn potential customers to stay away. Bad customer service and poor communication. Buy from anywhere else but here. read more

Worst. I ordered filters through Google Express, they were the wrong ones and Backyard Pool refuses to take them back because I was 4 days past the "return window". Customer service is non existent. After me asking repeatedly to speak to the next person higher up....Ashley, who states she is the Manager just failed to respond to my emails. Do yourself a favor and buy through Amazon so you don't get stuck with $300 worth of the wrong thing! read more

Placed an order on May 15th, received an email stating ship to address had issues and now my order was on hold. Attempted to call customer service but on hold for ever. (I don't believe they have anyone who answers the phones). Responded to the email right away and now 3 days later order still on hold. Attempted to call again and eventually after 15 minutes was disconnected. This is not a way to earn new business, I certainly will not reorder anything from this company again. read more

Ordered an Intex Krystal Clear pool pump 02/12/2015 via Ebay Buy Now. It clearly stated in stock and item location Ocala, FL! Paid via PapyPal and immediately received confirmation was to arrive by 02/19/2015. Kept checking for tracking number and now the ETA is 02/18/2015......wrong!! On February 18,2015 contacted seller requesting tracking number, their response: Actually we were already aware of the computer glitch and it was already set up to ship that day. We have 5 different warehouses throughout the country that we ship from but out main location is here in Florida, so we have to charge sales tax. We stock most of our items here in our Ocala warehouse but this item was out of stock here so we shipped this item from our warehouse in Nevada. Regardless where the item ships from if it is shipping to Florida we have to charge sales tax because it is being shipped to someone in the state. Which prompted my email requesting sales tax refund. Before I placed the order I contacted them to make sure it was the correct pump I needed and they were very helpful. When I go to Ebays page it states I will receive by February 18, 2015! Today is the 24th and still no pump! Buyer Beware!! read more

Backyard & Pool Superstore shipped 25Lbs. of the wrong pool chemical. Since too much time passed they refuse to ship the correct chemical when requested. Quality control shipping chemicals is extremely important for the safety of the public and your pool equipment. I will pass on this company in the future. read more

BEWARE RETURN POLICY Ordered the exact cartridge part number and still did not fit filter properly. They only refunded a portion since they considered it "used". Their return policy says 30% restock fee, however on Amazon it's 50%! Plus they charge you shipping to return. Not a good deal. Customer service is defensive and not helpful. Buyer Beware! read more

I ordered a simple part through Walmart. Shipping tracking info from this company was a lie. Contacted UPS. They had never shipped. When I asked where is my stuff......... no response. Contacted Walmart, asked for a cancellation. Company responded to Walmart with the same bogus shipping info. Beware. They are not an ethical company. read more

BUYER BEWARE !!!! Bought an item via the internet. This store would not respond to my requests to return the item. Cheap products and once delivered, they wash their hand of any problems. See other terrible reviews. BUYER BEWARE !!!! read more

I have ordered filters from Backyard Superstore twice. They came on schedule and worked perfectly. I will buy from them again. I am revising this review from a 5 star to a 1 star review. 7 weeks after buying from Backyard Superstore, I got a catalog in the mail from another pool supply company. Backyard Superstore sold my name! I will never buy from them again! read more

Do not buy ! I was sold a defective Dolphin pool cleaner. Refused to pay for return shipping and restocking and will now have to take them to court. They do not respond to your complaint until after 30 days and then tell you it's their policy not to refund after 30 days. The robot couldn't climb my walls of the pool and I found it upside down in my pool just spinning its wheels like a disgruntled turtle. read more

I bought Pentair 180009 FNS Plus Fiberglass Reinforced Polypropylene Material, Vertical Grid, D.E. Pool Filter from them on Amazon. Unfortunately the filter was broken inside the original Pentair packaging. I was very happy with how quickly and courteously they responded. They resolved this issue to my satisfaction. I would certainly buy from them again. Their customer service could not have been better. Jeff read more

I placed an order with them for pool filters and Federal Express delivered them to the wrong address. Now I have to wait for who knows how long before a decision is made to get my filters reshipped to me. They have my money, Federal Express has their money and the only one who is on the short end of the stick is me and I am the customer. They do not care about their customers. read more

Terrible customer service, ordered a pool cleaning robot for $709 on ebay from them, after I paid for it the price dropped $60.00 within a few hours. I asked if they would honor a refund for the difference and was told they would ask management. After no response for several Days I asked again and received a quick "No, that this is just something ebay does and they have no control of it." Wont do business again, I urge you to find a better pool supplier for your needs. I would give them a 0 if I could. Wish I would have read all these terrible reviews before I purchased anything from them. I will be contacting the manufacturer next to see if they support using this business as a supplier for their products. read more

Ordered a pool ladder that was delivered with bumpers or hardware for attaching the steps. Their response was that they were sorry, but they would not accept responsibility for their mistake and I needed to purchase the replacement parts directly from the manufacturer. read more

This is a company you should never trust. I spent 900 for a pool cleaner through amazon. It arrived and did not work. I returned it they only refunded 1/2 and then would not return my calls or requests as to why they would not refund the whole amount. read more

If I could put less than a 1 star I would, I bought a spa blower for my pool in early May from them through Amazon, it stopped working days later. I sent it back early May and have been fighting with them and their robo responding customer service for over a month just to get my refund. I am caught in an endless loop of emails and do not have working phone. read more