These guys go out of their way to keep their customers happy. I had never been here until last week with my brother. I knew the business was here, but never really paid much attention to it. Mike and I stopped in so he could get a new light for his hot tub. I was surprised by the variety of merchandise they carry, spas, patio furniture, outdoor fireplaces, grills... anything you can put outside, it seemed like they had it. The employees here are super laid back and it was actually fun to sit down and chat with them. Kinda reminded me of like seeing an old friend at the store. Relaxed, lots of laughs, and nice. Not the formal, salesmen type interaction. Their level of customer service is awesome. Not only did my brother tell me about previous experiences while we were there, but I witnessed it myself as well. My brother had problems off and on with the spa he had purchased here for a while. I think he got a lemon, which even the sales clerk thought too when we were discussing it. All of the accessories gave him problems, lights, stereo, ect. Finally the salesman just returned it and got him a brand new spa. I don't know exactly what he had to do in order to make that happen, but it wasn't easy trying to make it happen. They had ran a sale on lights the previous week. My brother didn't make it in before the sale ended, but they still gave him a discount on it, even a few days after it ended. I was very impressed by how willing they were to go out of their way to keep a long-time customer happy. I don't have an immediate need for a business like this, but based on the interaction I had here, I would absolutely recommend it to everyone. The relaxed, helpful atmosphere, and level of customer service is just impressive. I wish all businesses went out of their way to take care of their customers! read more

My wife and I went to the fall home show and visited the Emerald Pool & Patio booth. We met Tyler, who was very helpful and informative. We ended up buying a Bull Frog spa from them. Every step of the way was exactly how we were told it would happen. The spa arrived sooner than expected which was awesome. The delivery team was AMAZING. From getting the old spa out to getting the new one in place, the delivery crew was very polite and professional. Even spent the time to go over our new spa and gave helpful advice on other important things. I would highly recommend Emerald Pool & Patio. Awesome place to do business with. read more

Worst customer service I've ever experienced at any business I've ever used. I will never step foot in there again. Shame on me for haggling with them 3 months before giving up. read more

I live in Eugene, my elderly parents live in Cottage Grove. They asked me to help them find a new woodburning insert. We are fortunate to have several excellent places to purchase a woodstove in our area. This explains why we selected Emerald Pool and Patio (EP&P) and why we are so happy we did. The previous 'insert' lasted over 25 years of heavy use. It had a cooking ledge on it. Online research revealed that the cooking ledge pretty much disappeared due to changes in EPA regulations. EP&P uniquely carries the "Ironstrike" brand, the only large insert that still has a fully-functional cooking ledge. While we were at the store, we were impressed with the selection of high-quality freestanding stoves as well as 'inserts'. A high-quality woodstove is made with thicker metal. It will last longer and perform better than a low-cost unit found at a 'chain' store. Opinion based on years of experience: you will immediately notice the quality difference simply by opening and closing the door on the various showroom models. Spending more for a better woodstove becomes a total "no-brainer", especially considering that it costs the same to install a cheaply-made stove as it does to install a really nice one. This is where it gets AMAZING. After we had the stove installed, my parents, told me of excess smoke entering the room when they lit it up. It was so bad we thought there was a problem, and after a couple failed attempts we called EP&P. They treated the situation with upmost urgency and had TWO people meet me in Cottage Grove the same day I called to resolve the situation. "Jeremy" is the salesperson and "Steve" is a technician at EP&P... a real Fire Master. It turned out that we were not starting the fire correctly. Woodstoves have changed a lot due to EPA regulations and the owner's manual is not much help. Steve showed us the correct way to use the new stove... which is different (more finicky to start the fire but MUCH easier to operate once it gets going) than the previous stove. Now, we absolutely love our new Ironstrike woodstove from Emerald Pool and Patio and are extremely thankful they came right out... all the way from west Eugene to Cottage Grove. That level of service is something we thought was long-gone, but it lives on at EP&P. read more

Have bought tons of spa supplies here, in fact 99% of all the supplies for the spa. They also say they test water but don't tell you that "they don't test water on sundays". The last time we were in, the guy gave us a test bottle and said to bring in some water for a free, quick water test. Brought in the water, it happened to be Sunday and the snotty, rude lady then decided to advise they don't test water on Sundays. Well, I guess I don't buy supplies here Sundays either. Or any other day now for that matter, One bad apple employee really ruins the whole thing. read more

I restored a 20 year Hearthstone gas fireplace and thoroughly cleaned the front glass. Steve at Emerald helped find the correct gasket and then he sent Scottie over here. He was fairly new to the job and together, mostly he, and I installed the new gasket with the correct adhesive. Then we reinstalled the heavy cast and glass front. The installation of the gasket and front were done superbly and carefully by Scottie! Burning it continuously for the last 5 months and the glass remains perfectly clean - the sign of a good seal. Thank you Emerald Pool and Patio! Anne Caldwell read more

Attentive sales staff with great follow up and resolving all issues. I was very satisfied with the purchasing process for my hot tub, going through model selection, wet testing, custom ordering. We had a couple of complicated hiccups through the production and delivery process and my sales contact Courtney stuck with them until they were resolved, at cost to the dealership. She was also very good about providing lead time updates and finding resources to answer questions she couldn't answer. Wet testing was really the key to getting the exact product we wanted, and I recommend it for anyone serious about buying a custom tub. My only disappointment as a first time spa owner is that there really weren't good resources to learn more about water chemistry and water care ... though I think this is standard for most spa dealers; they seem want to make it so easy for most people to just buy and apply chemicals as told without getting into the details of why and what's going on invisibly in the water. The sales team seemed very non-techincal in this area, and the separate chem shop / lab is acceptable. The shop will do water analysis and provide some water treatment advice based on their software, but not any resources for learning more about water chemistry and getting deeper into the weeds. I didn't feel the chemistry advice given was 100% technically sound after I had learned about more chemistry details, but for the most part that didn't affect the tub purchasing process. read more

We called before thanksgiving to have a tech come out and replace the igniter in our pellet stove they said no problem we can be out December 16th. Yesterday they called to confirm appointment. This morning 2 minutes before appointment the office girl called to say oh sorry we don't even have that part in stock and we won't have it in till January sorry we have to reschedule. Um no you don't call someone the morning off to tell them we can not help you. Don't do business with this company it's not worth the headache read more

Tim this is jim cox had cox and son masonry. in college for business grant then getting another contractors licence. tim got hit by car have surgery tues to get a shoulder and arm implant.will take 6to12 months to rehab will have to do business differant my life got turned upside down. live at a oxford in albany. in say tw9o three months could use a jaccuzzi to relax in. only need standard hot tube. life wasnt suppossed to happen this way. will you get in touch with me see what can be resolved. thank you , your the best pool builder ever seen. professionalism is perfectly amazing lets do lunch in few months look at home allow me to build a bridge and be of service once again. thank you , jim cox 458-210-7456 read more

Felt like we were at a very sleezy used car lot. Every time we mentioned an option we wanted we were shown a different hot tub. The salesperson was so shady and hopped up something. She talked badly about other places and when I called a couple hours later she couldn't even remember who I was after spending an hour with us. We went elsewhere and found what we wanted and felt so much more comfortable with the staff. read more

If there were less stars, I would have given them a negative rating. Crooks and liars is the kindest description I can give them. My pump went out on a jacuzzi that was one day out of warranty and they charged me $190 service charge to install a new pump. That only happened after weeks of calling to find out that they had not even bothered ordering it. Service is awful to go with the rest of their lies. And definitely be aware of their 28% financing charge if you buy one of their systems over time. Horrid experience! read more

This is the worst local business I've ever had the displeasure of working with. We're at a year in on problems with our Hearthstone stove and Emerald has done a crap job of helping us. They were suppose to be here 31 minutes ago to replace our remote and reciever (for the second time). They no-showed. This is also the 5th or 6th service call. I could go into more detail about how much these people fail at customer service but just do yourself a favor and completely avoid this business. I'm sure they have some happy customers who have no problem with their products but be warned... If there is a problem they won't handle it well. read more

To be fair, it's been a few years since I purchased a hot tub from Emerald Pool & Patio but since it's not something I purchase every day I figured I'd yelp about my experience. I was very impressed with the sales person, he guided me to exactly the right hot tub that fit my needs, something that would fit 7 people and provide endless hours of relaxation. I'll never forget the first time my Dad sat in the hot tub, the only words he could utter were "oh f**k" (in a good way) :). The hot tub is still running strong three years later and their service department (although expensive) does a great job of keeping it in tip top shape. The service department can come out 3 times a year, drain the tub and make sure it's perfect again... the weekly maintenance is up to you but it's not that difficult. I can imagine myself going to Emerald Pool & Patio if I ever move back to Eugene. Their selection of patio furniture was definitely impressive as well. read more

I've been using Emerald Hearth, Spa and Patio for over 20 years for both our pool and our spa. Recently I had a challenging issue with my SPA water. The lab staff were very, very helpful. They went out of their way to explain and help me resolve the problem. They explained that it would take a bit of time to solve the issue and encouraged me not to hesitate--to come in and get the SPA water tested until I was comfortable the problem was resolved. I did so. The issue is now resolved. I've found the lab staff to be very friendly, knowledgeable, ready to answer my questions and genuinely interested in helping me as a customer. Thank you Lab staff. read more

Strange story: So we purchased a hot tub a few months ago from Emerald Pool and Patio services, and they delivered it to our backyard. When the electrician came (we used Bob Fisher, as per their recommendation, and he was great), he suggested we start filling up the tub. I threw the hose in, turned it on, and went inside for 20 minutes. When I came back I discovered the tub still empty, with water flowing out of the bottom of the siding... Huh? I go talk to the electrician who's out back, and he offers to open up the panel and take a look inside. So we're both on our knees at the hot tub door, and he takes off the panel. We look in, go silent, stare at it for a moment. I see: a pipe just open, leading nowhere. This means very little to me, knowing nothing about hot tubs. So I look to Bob and he laughs... There is NO MOTOR where there should be one... what?! To make the story short: Bob called EP&P and explained the situation. They came over immediately, apologized profusely, and went and got a motor out of one of their other tubs to install. They did so very quickly and the hot tub was up and running by the evening, so I'm very pleased about that. However, and I'll give them the benefit of the doubt but wish I could give them 3.5 stars, I simply don't get how they could have sold me a hot tub and never realized it had no motor in it. Both according to them and the electrician, the panel had never been opened since it got screwed on, so they suspect the motor got removed/stolen in the factory before the hot tub was even fully completed. I'm willing to accept that, but the question then remains: They don't inspect the hot tubs that they get in stock at all?! This one had been sitting right inside their store (for a long time apparently, they were getting in a new model soon), and they had never checked to see if it worked or even LOOKED inside it? Not when they put it in either? (I wasn't home) I find this VERY odd.... For the most part, the hot tub has worked very well since we bought it, though our electric bills have gone up by about $80-100, not the $13-15 they had suggested. It's now about three or four months old and we're having an electrical issue with it. I think EP&P will fix it under the warranty, but I'm a bit disappointed that it's having issues so early. Also, EP&P didn't call me back to schedule a meeting as they had promised when I called. I had to call them back on the third day to try again to schedule an appointment. They can't come over until after the weekend either, so by then I will have waited a full week for the repair. (if they can even fix it right away) Having related our personal experience, I do want to add that, overall, they have the best selection of hot tubs and excellent warranties. They do all the repairs themselves, and seem very friendly. In spite of the (somewhat hilarious) problems we had, I can say that if I had to buy a hot tub again or recommend a place to a friend, I would recommend Emerald Pool & Patio. read more

Amazing customer service experience. I had trouble getting my product due to covid delays but the sales staff kept me informed and up to date on my purchase at all times. 10/10 would recommend. read more

This is for the Bend location: Excellent spa water testing service. Very knowledgeable staff and great prices too. I'm not sure why the Bend location isn't listed on Yelp, but it's easy to find and seems to have been there for a while (off of business 97 near Shopko). read more

This is my first time leaving a Yelp review. We purchased a wood stove from the emerald Eugene store , August 2020 and it was just installed Feb 2021. The experience along with the service was terrible. There is a serious lack of communication between floor staff , installers and the customer. I will never go back and I will be advising others to look elsewhere read more

Follow through from these folks is non-existent. I put a deposit on a tub and needed confirmation from an electrician (which they didn't want to get involved with) as to whether we were set to go on delivery day. A call to the store regarding amps took a month to get an answer! At every turn I was told that they would get right back to me. Each time this would extend to a week before I would have to call again. The products they sell may be fine; just go somewhere else to purchase or be prepared to wait forever to get feedback from their staff. read more

I drove half an hour and back to order eight replacement spa jets. They said they'd call me when they arrived. Four days later, I got the call. I drive half an hour to pick up the parts... only to be told by the counter person they couldn't find them. Half an hour later, I'm still standing in the lobby... no one has helped me. Last time I do business with this company and I recommend you go anywhere else but here. read more

Horrible follow through. I called to get info on getting my hot tub repaired and sent pictures of the problem. They were supposed to review the pictures with the repair person and then get back to me with a solution. I waited a week and then called Kelly back. I asked if she had reviewed my photos yet and she said "No, but he is standing right here. I will show him now". At that point I said never mind I will find another repair place. If it is that much trouble just getting a quote then I can only imagine how the test of the job would go. read more

Purchased a wood stove from Emerald. Stove is ok, but the customer service was horrible. Kelly, was very rude in regard to our installation. They also didn't know if we needed a permit or not. Walk away from this place quick. read more

Went to get the full patio setup, it seemed like it was going great, the salesgirl was super friendly and helpful, we only found two chairs and a loveseat that we liked. We set up for delivery and waited. On delivery day we get a phone call saying the cushions for our furniture is not in yet so would we like to wait on delivery until they arrived, we said yes and three weeks later there was still no word from them, we would call and get no call back then they hassled us about the delivery fee then 1MONTH later we got our furniture and 2 cushions but are still waiting for the others, bottom line, they are great when it comes to sales, but when the deal is done they could care less. We won't be going back. read more

I had an issue with my pool over the weekend and spoke with Sam who was doing what he could to help resolve the problem for me but when I called back Monday morning to check the status Haley answered the phone. She was very short with me and downright rude. She made no effort to accommodate whatsoever, including when I asked if she knew of any other place to call for help she said "google it!!" I will do anything in my power to NEVER need anything from Emerald Pool and Spa!! read more

This company is disorganized and has poor communication, and it prioritizes sales over customer satisfaction and product quality. It does not value their non-sales employees. They are paid slave wages and no benefits for backbreaking work. I do not recommend supporting their labor practices with your dollars, and I know I won't. read more

I go to them for treatment and analyzing of my water for chemicals needed. The blonde behind the counter in the service section is so accommodating. I didn't buy the spa from them, but you could never tell by the attention she gives. I will continue working with them / her. read more

4 1/2 stars! I've used Emerald Pool & Patio's service department several times for my outdoor spa, from routine maintenance to rebuilding a motor, and the job has always been done properly and to my full satisfaction without the need for any follow-up. Most recently, their service man worked with me to find a leak in the spa's plumbing and showed me how I could find the leak myself (saving me money because of the difficult access to the plumbing due to my deck). When I located the leak, he came back and worked in a very uncomfortable, tight crawl space and successfully fixed the problem. When I call Emerald for service, I am confident the job will be done right. I subtract half a star because the service department isn't always so great about calling me back when I've asked them to. read more

If I could give zero stars I would. Back in November around Thanksgiving, my daughter in law called to have a tech come out and fix their pellet stove, main source of heat. Due to covid 2 other companies came and then were a no show. She explained EXACTLY what was needed, service gal took notes and an appt was booked for today, December 16. Service girl called YESTERDAY to confirm appt...Service girl called 2 minutes before tech was to arrive to say "oh, that is a special order part and we can't get to you in until it comes in sometime in January!" 1. Why would you NOT order part day appt set. 2. Why would you not see that on day you called to confirm that said part was not ordered and call client back to explain YOUR mistake, and 3. How dare you serivce GIRL take issue with client when they are upset and say "well I just don't know what to tell you!". I then call in to the shop ask to speak to manager or owner. Person gets on the phone I ask if she is a manager, says no. I request again, to speak to a manager or OWNER. Claims no manager coming in today and asks what is the problem...I stated problem very firmly...She says someone will get back to me shortly. That was 2 HOURS ago, meanwhile said sales girl calls daughter in law to say she forgot to order part...That's it!!! That's the amount of care this company gives to its customers after THEY SCREW up! Meanwhile, they are without main source of heat, power is expensive, it's Christmas time, and they are acting like the Grinch!!!!!!! Wow...go some place else people. read more

The service department for gas fireplace repair is horrible. They are very rude and the service person was not very experienced. He broke a part while trying to establish the issue. It took over 2 weeks to get the fireplacce repaired after numerous calls to the service manager to inquire what was going on. After one week I was told they were waiting for me to tell them the model number for my fireplace so they could order the part. The technician had the fireplace taken apart and he didn't think to get the model number???? I would not recommend them to anyone for service. I not only had to pay for the part I needed, but also for the part the technician broke. read more

Bought a wood stove ; great product ; lousy service for numerous reasons .

i cant figure out why my old review is not up. Terrible service after having my stove installed I could not use it smoke kept coming in the house. I finally had to have someone else come look at it. It was a 25 dollar part the Emerald employees had put electrical tape over. It also turned out that their licensed contractor who installed it was not a a licensed contractor at all. I had to have someone else fix it and then had to have a inspection. This company promises you the moon when your buying from they but does not follow through with anything. I would not suggest using this company. read more

spend the extra money & buy as local as possible because emerald will charge you big time for a service call & offer little help to possibly resolve a matter yourself. however, you'll receive lots of happy smiles from the sales staff.... read more

If there was an option to give 0 stars they would qualify. This review pertains to the service department and the owner, I have had good interactions with the sales staff. The service department shows little concern for their customers. The communication is terrible only outdone by the lack of competence. This summer I asked them to look at my pool cover as it was not closing properly. This was 2 months ago. Not only is it not fixed it is stuck in the closed position! No pool for a large portion of the summer. The excuses are inventive at best. Two weeks for the parts. One week to schedule an appointment. First appointment a tech showed up who nothing about the problem "I will get someone out here with the right skill set" Another week no one shows up. Next week a single tech shows up and cannot fix it, "I need another person to help me". Another week goes by a tech does not show up "had a heat stroke" Another week "tech going to Roseberg will fix you on the way back. No show! Call the office "on the way to Roseberg the owner called one of the techs back and so there were not two to work on my pool. Rescheduled for next Friday. read more

We purchased a hot tub from Emerald because they sold the kind that we were looking for and they were local. We were told that it would take 4 weeks to come in. Four weeks later the hot tub hadn't arrived and no one had a clue why. Over the next 2+ weeks, we got inconsistent answers, and false promises on a regular basis. It seems that the employees did not communicate with each other since I had to explain myself over and over. Once the tub did arrive, the salesman called and scheduled the delivery the same week (2 days later). I gave him specific information about our property and what to expect (the tub had to be brought up a flight of exterior stairs to our deck...). When the delivery guys arrived, they said they didn't have enough help to get it up the stairs because they weren't told there were any stairs. This was a Thursday, they rescheduled the delivery for the next Monday afternoon. Needless to say, this was 7 weeks after the initial order and we were already fuming, but had no other choice. The next day, the delivery guys called and offered to set it up that day (they said they had enough guys to help). I agreed. The guys did a good job finally getting the hot tub on the deck, with the exception of gouging our stairs with their equipment. What they did on Friday showed that someone knew what good customer service was, but the whole experience overshadows any last-minute fix. There is no way I will ever patronize their shop again. (On a side note, the delivery guys had a piece of plywood to use as a ramp to get the hot tub out of the truck. It was unsafe; an accident waiting to happen.) read more

I have never had such a bad experience as I did here. I came in to look at gas inserts. I chose one and was told it would be available in 2 weeks, that it was often less, but to assume 2 to be safe. The person installing it called and arranged a time. My daughter took time off work in order to be there. A full hour after he was supposed to arrive, he called to say the insert had not come in. I waited another 3 weeks and then I called to say that I wanted a refund. Low and behold, the insert had arrived that very day. Miraculous. However, it could not be installed for another 5 days. It was 7 weeks before I could get the insert I should have gotten in 2. My daughter took yet another day off to be there. When I arrived home, there was a big black cord hanging out of the side of the fireplace and an extension cord snaking across my living room. Now, maybe I should have known it needed to be plugged in, but idiot that I am, I didn't - it's gas. And guess what? No one told me. There is not a single electrical cord visible in the store or in any of the pamphlets I was shown. The installer didn't say a word about it nor did the salespeople. I went in to complain and asked to talk to a manager. Instead, I was directed back to the person who had been helping me all along and she claimed to have had no idea either (really?). I was told that if I wanted to have an outlet put into the fireplace - which is what everyone does - the installer was willing to come remove the insert for another $100 - if I did it in the next 3 days. Now, 2 months later, the stove has stopped working. I don't even want to have to deal with the place again but what choice to I have. I will never recommend this place to anyone. read more

I got a real good deal on a wood burning insert during the last cold spell. The guy stayed open late for me to come and pick it up! I installed it. I had some questions a few months later and the service department answered my questions and saved me a ton of time trying to clean the stove the wrong way. read more

I would like to thank Craig for helping me over the phone. His advice was spot on and he made the day for my wife and I.The hot tub works again. I would recommend the folks at Emerald for any of your pool or spa needs. Once again, thank you Craig. read more

these guys are great with fast and courteous service. Left the pool folks in Corvallis and will never return.

We purchased our Fireplace (Mendota) from Emerald Pool and Patio. We feel we got a great price and the installer did a fantastic job. We saw our electric bill go down by $30-40 a month. We are so happy about the savings and love the realistic look of the gas fireplace. Luke was very helpful in the whole process! read more

I bought a hot tub from Emerald and just had great service...everyone was friendly & helpful. They got me all set up with the right chemicals and schedule. After a couple months, I was having difficulty with the pump and all it took was one phone call and by the next day, my hot tub was up an running again. I would definitely reccomend getting your tub or spa from them. read more