Excellent customer service. We purchased a home with an existing saltwater pool and were clueless about getting the water chemistry right. They tested our sample and advised exactly what we needed for crystal clear water. Very satisfied! read more

We purchased our swimming pool from Pool Mart about a month ago. The purchase was smooth and the salesperson/manager Matt was amazing and answered all my questions. They were very helpful giving me a list of pool installers. (I had to call and make an appointment myself.) The pool was installed quite quickly. Since the pool installation we have had a few problems because we are new to having a pool. Poolmart has always just been a phone call away. When we need we can bring in a sample of pool water to the store and they can help us figure out what and how much chemicals we need in the pool. ***INCASE YOU ARE GOING TO BUY A POOL. PLEASE NOTE THAT YOU NEED TO CALL AND MAKE AN APPT WITH A POOL INSTALLER.*** Poolmart does not install the pool. So in the spring when you finally decide to buy a pool, the installers around here could already be booking out into August. read more

I always wanted a hot tub so decided to check some places out. Ended out checking out pool mart. Didn't know much about the different models and types. Went in and the staff helped me out right away. Told me about the different models and pricing. They have many display models available to look at. They said there was a sale going on so picked out a hot tub with 7 seats, changing led lights and a water fall. Was told I could pick out the color of the inside and out which was cool. Was explained how to use chemicals and everything. Scheduled the delivery date. It arrived and the workers brought it in and also explained how to set up with chemicals. Great experience. I purchase all the chemicals needed there as well. Only suggestion is to do a rewards program or punch card or something of that nature. A lot of places when you buy chemicals over and over you get money off or rewards. read more

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Matt and the Pool Mart Lockport team are simply awesome. I was concerned about the upkeep of a hot tub, chemicals, Ph, Alkalinity, etc., but the Simple Blue products that Matt recommended is a once a week all-in-one treatment and the water has been crystal clear for the past month. Exceptional 5-star service. read more

My wife and I recently purchased a 3yr old Spa tub and had questions about the proper start up, maintenance and care of it. A Pool Mart staff member, Cameron went over the various Spa maintenance products with me and suggested the best product for our needs. Not only did he recommend a program but went above and beyond my expectations, sat me down explained and wrote down step by step intial set up, testing, treatment and maintenance procedures.Thank you Cameron and Pool Mart! You are my go to for all my outdoor home water recreational needs! Dave F. read more

Going in they were good. The sales man was very informative and told us we would have our pool mid-July!! Well it is now the 23rd of July and we have a install date for Monday July 27th. I just called and still no pool. I am livid!!!! One thing we have wanted for so long and may not even get to enjoy it this season! read more

I could not have been more excited to be a new pool owner in the summer of 2020. Now, in the beginning of the summer of 2022 I am pondering having the pool taken down permanently, it has been THAT much of a headache. As you can imagine, I was thrilled to find out THE DAY THE POOL WAS INSTALLED (August 2020) that I needed a whole new electrical line! I had mentioned repeatedly when at the store buying the pool, that I was a brand new pool owner and I was a bit nervous about learning how to properly maintain the pool. You'd think someone would explain that you need a certain electrical line and if you do not have that, it is going to cost almost as much as the pool to put the new line in!!! Last summer (2021) The pool was opened in May, I swam in it 2 or 3 times, and then I was not able to swim in it again until AUGUST 30TH!!!!! The water was horrible...extremely cloudy and green. I had to put in tons of extra chemicals, and run the filter 24/7 from 6/30/21 until 7/22/21. This equals more and more money spent (ie electric bill) and TONS AND TONS of time spent running back and forth to the store REPEATEDLY. Also, during the summer of 2021 the Simple Salt unit (blue and white "box") was not working. An employee came to my house without screws to attach the black box that's on the power cord to the underbelly of the unit. He just non-apologetically left it laying in the dirt. Two other employees pulled a scam after having told me in 2020 that Pool Mart does not close the pool. They gave me the phone number (when at your store) of "pool closers", and imagine how surprised I was after booking the appointment to close the pool (2020) your two employees showed up and closed it. They drained way WAY too much water out of the pool (about 1 1/2 - 2 FEET). I got a recommendation from your employees about a supposedly good pool closer for the following year. He closed the pool in 2021, left the skimmer basket hose attached, and I lost major water......the water level was lower than when your scamming employees closed it!! It needed 2 FEET, OR MAYBE MORE, of water to be filled to the proper level for this year. DOES ANYONE KNOW WHAT THEY ARE DOING? I then educated myself and opened it myself this year without any problems. Now this year....the Simple Salt box was not working. I ran back and forth to the store twice yesterday. Last night the blue/white box did turn on but the + and - buttons are not working. Just got off of the phone and was told I have to spend EVEN MORE MONEY on a new box, I guess. What a terrible experience I have had with Pool Mart. I am telling everyone I know all about it and telling them to never purchase anything from this place. I HAVE YET TO HAVE ONE FULL SUMMER of enjoying the pool that I have worked so hard to save for and purchase. A brand new electrical system for $2400, a brand new box/copper thing...whatever it is, EVERY YEAR? I was just told this! SERIOUSLY?????? I have to spend OVER $100 to replace this thing about EVERY YEAR. There have been other issues too. Too many to name here, I will be typing all day. Tyler at the Orchard Park store is GREAT. He is patient, kind, and knows what he is doing. Other than that? LOUSY EXPERIENCE. Several employees don't seem to know much and have very nonchalant, non-apologetic attitudes, they tell you contradictory things, and neglect to tell customers about so many costs!! Costs that I should have been informed of IN THE BEGINNING!!! I will continue to post on social media and tell everyone I know what a TERRIBLE experience I've had with Pool Mart. For something that was supposed to bring me so much happiness, all it has given me is WAY MORE STRESS, FRUSTRATION, and now financial WORRY at all of the money I have had to spend unexpectedly!!! UNBELIEVABLE!!!!!!!!!!!! read more

Very helpful staff and always professional! Highly recommend for hot tubs and pool needs!!

We've purchased our pool from here as well as our last 3 hot tubs (just got the new hot tub). Since our first purchase roughly 15 years ago until a few weeks ago we have bought everything from the same sales guy, Brian, who is fantastic. He is always there to help with any questions and is very knowledgeable and helpful. Kyle, the service manager, is also fantastic. We had a few issues, which were on our end, Kyle came out and got everything straightened out ASAP. I cannot say enough great things about both Pool Mart or it's staff, they are professional, their customer service goes above & beyond, they have a great selection of products and knowledgeable on all of them. They always go out of their way to take their time to explain how everything works and the features & benefits of the product and always help to work with you on keeping within the price range you have in mind so you get the best for your money. I highly recommend them to anyone looking for a pool, hot tub & the chemicals to keep these running. It is a rare find to go to a place where the staff rarely changes and the customer service continues to be outstanding year after year. read more

Always so easy and convenient to work with. Very accommodating. I'm in and out every time. Matt has made being a pool owner very easy and pleasurable. THANKS! read more

patio and pool items nicely displayed..some of the best customer service Ive ever had! Eager to help and very knowledgeable staff. I'll be back.. read more

I have been a customer for over two years. All of the employees are very helpful and knowledgeable in the products as well as the care of those products. I run my own business so I know how important customer service is. Matt from my very first meeting has always been friendly and very honest in evaluating what my wants and needs are. I have made several large purchases and I'm extremely happy with all of them. I have no question where I will go for my next purchase. read more

When we first got our in-ground pool installed, we looked for a pool store close to us to keep us stocked up on all of our necessary chemicals, etc. Unfortunately, the closest store to us, which was NOT Pool Mart, had terrible customer service. Fortunately, Pool Mart was not much further away and we've been going to them ever since. It's now been about five years and I couldn't come up with a complaint if I tried. They have outstanding customer service and I have encountered many staff over the years of going there. They are always willing to test our water and make helpful recommendations as to the steps to take to remedy a situation (which was a problem we ran into at the competitor store in the area). A big thank-you to Pool Mart for always keeping us informed, for always being patient as we figure this pool thing out (Chemistry never was my strong suit), and for genuinely, consistently providing service with a smile. We'll never go anywhere else! :) read more