At the start of the summer pool season, we realized that we needed to do some long-overdue maintenance/repair to our pool and pool maintenance items. I searched several pool-supply web sites as well as the elephant-in-the-room (Am_z_n). And it turned out that one place, Sunplay.com, seemed to have the best prices as well as the most complete selection of the stuff we needed for our pool. And having found this new (to me) pool supplier, I proceeded to order several items from them. After a couple of days, I received an email stating that they had processed my order and would be sending them to me in 2 different shipments - the first was a single item (a skimmer weir), and the other would be the remaining items. I got another email when the shipment was sent out along with a tracking number for "POOLCORP". I had no idea who this "POOLCORP" was, but when I entered the provided tracking number in a Google search, I found that it was a USPS tracking number, and my item was on its way. A couple of days later, I received that item via USPS mail, and I also got another email from Sunplay stating the second order containing the remaining items had been shipped. But it had the same POOLCORP tracking number as did the first shipment. Meanwhile, I opened the first package and checked what was sent - it appeared to be the correct item; however, it also appeared to be used (it was slightly scratched/discolored and had adhesive residue where some stickers had been removed), but more importantly, it was missing some components (the pivot pins/springs that hold it in place and allow it to work). So I logged into my Sunplay account and checked their contact info - they listed both a phone number and email address; however that said they were open only on weekdays, and now it was Saturday on a holiday (Memorial Day) weekend. Nonetheless, I proceeded to compose an email asking for the correct tracking number for the second shipment and told them about the issue with the skimmer weir I had just received. Again, as it was a holiday weekend, I really didn't expect to receive a response until at least after Memorial Day on Tuesday. But I was pleasantly surprised to get a response less than an hour later in which they apologized for the issues I had encountered. They said they would send me a new weir and that the rest of my order would actually be shipped on Tuesday. They also said that they would provide tracking numbers for both of these as soon as they shipped. Although I encountered some minor issues with my order, Sunplay's customer service responded quickly and courteously when I informed them of those issues, even though it was outside of their normal hours of operation. So I must heartily commend them for being so responsive, and overall I would give them the highest ratings. read more

They do not allow returns if you have used the item. How can you check if the item is working/compatible without using!! Use Amazon or similar where the return process is easy and efficient. It may cost a little more, but you will have peace of mind. read more

The absolute worst customer service experience I have ever received. The person I talked to was named Chelsea and we canceled our order simply for the fact that she was absolutely the rudest human I have ever interacted with. We ordered a $1200 pool light set with expedited shipping. The shipping policy says that orders placed will be shipped within 24 hours unless stated on the product page. I was told there was a 7-35 day lead time on the product I ordered even though that was not called out on the product page. That wouldn't have been an issue had it not been for the rude and condescending tone Chelsea had when answering my questions. Every time I would go to ask a question or give her context on why I was confused she would cut me off mid sentence. I will never give a business my money that treats their customers like Chelsea did. Do yourself a favor and order from a different small business. Chelsea will run your business into the ground read more

Tooky money after showing a part in stock on their website, then told me it's special order 4-5 weeks, still waiting on a refund. Going to contact Amex and get a refund there read more

Do not purchase from this company. I was looking for a Hayward LCD pool pump interface assembly and called to see if I could get a discount code. The extremely RUDE and condescending female person that answered the phone not only didn't give a code, but she also INCREASED the price while we were on the phone. When asked why the price just increased, she said that she has to comply with Hayward's standard. I would rather pay more and purchase from another company that at least won't change the price on you right on the phone. Go somewhere else. There are plenty of websites. read more

Bottom line - MISLEADING business practices with regard to returns/refunds. DO NOT purchase anything from this company that you may have to return - especially if you need to trouble shoot an electronic problem and are not sure if the part you order will solve the issue without trying it first. If there are ANY cosmetic marks on the item at all, they will not refund it. This is true even if the item cannot be used/installed (long-term after testing), is still operational for the purpose in which it was built, and the marks are in a place that is completely hidden after installation. How is one to know if the part fixes the problem or has a warranty issue without plugging it in first? Specifically go to and read the return/refund policy on the website. If you don't, there is absolutely NO warning during the purchase process that an item is FINAL SALE if not returned in perfect condition and in manufacturer packaging. When we purchased the item, the refund policy that appeared (and we agreed to) during checkout was misleading. It made clear that refunds could be issued during a certain time period, but the extremely restrictive aspects of getting that refund were NOT included. We are not professionals. Had I known we couldn't actually try the product - especially an electronic part - to see if it solved the problem, I would never have purchased it. We couldn't even plug the part into our system (there was an issue with the connector on our end) but because we handled it and there were some minor cosmetic marks to the underside that had absolutely ZERO affect on functional purpose) they would not refund it. Unless you absolutely know what you need and that it will work to solve your problem - I DO NOT recommend purchasing anything from this company. To include return shipping costs, we've spent over $450 on a part that we couldn't use. Their only solution was to send the item back to us. Unacceptable. read more

Order 3 different parts via website that said "In Stock" for our cleaner. 48 hours later, no shipping info. Sent email asking when shipping; 24 hours later, still no response. Received package the next day, missing 1 of the 3 parts, no note saying shipping separately or backordered. Called to talk to someone, message said they don't open until Noon EDT (really, you sell to 48 states and you can't bother to answer your phone until Noon EDT?). I called back @ noon, customer service had no information about the missing part, said they will call the warehouse and find out, but that might take hours. I ordered missing part from Amazon, will be here by 5pm today. Called back customer service and told them to cancel that part. They said they have to get confirmation from the warehouse before refunding the money. I asked why, because I ain't paying for something that I didn't get in a reasonable timeframe? Response, "it's their procedure and they have to follow it". Would be nice if they had a procedure for answering shipping inquires in a timely manner, a procedure for letting you know parts were backordered or shipping separately, a procedure for finding out quickly if they were going to fulfill the rest of the order in a timely manner, or even a procedure of answering the freaking phone before Noon! Didn't wait for refund, already disputed it as "not received" on my CC, wonder if they have a procedure for that? read more

Ordered a replacement motor for our Maytronics Dolphin. Was given the replacement part and link to Sunplay by the manufacturer. Part did not work and Sunplay said it was a "non returnable item." Customer service woman was also a complete bi***. read more

Buyer beware! If you so much as open the box and don't use the item, they will not give you a refund. I returned a $300 electrical unit for a pool vac and just plugged it into the wall inside my house to make sure it wasn't defective. I found out the same day that my vac motor was out so I never used the electrical unit, never took it outside. I packed it back up just as it came and returned at my expense. They have their unit back and refuse to refund a dime! They can ship it out to another buyer and double their profits. read more

DO NOT USE THIS COMPANY. Ordered a pool pump from them that wasn't used or taken out of box. When I talked with Elizabeth about returning it she had many restrictions and questions and required a photo of the box before I could even return it. I followed all of the requirements to a Tee and got an email from them stating that they received the item back from us which we paid for shipping also and said the item was damaged during shipping as a result would not refund us for the item. The item was packed in the original packing with molded styrofoam around the entire thing. I do not believe a word of what they said . They were hesitate to refund before I had even shipped it back. I knew something was going to be off about it. THIS COMPANY IS A COMPLETE SCAM. DO NOT USE THEM. I plan on filing a report with the Better Business Bureau. Looks like they have done this several times before as I go back and read some reviews on other sites. one in particular Trustpilot had many bad reviews claiming the same thing. BUYER BEWARE !!!!!!!! read more

Extremely disappointed. Buy elsewhere. Paid for expedited shipping 3 to 5 days. 11 days later, still not shipped, and not sure when it will. There was no communication on status until I pushed for it. Customer service has no communication with their warehouses, and so cannot give accurate information. Staff is indifferent to the customers. I try to escalate the call, and it took four times asking and a day later I got to speak to a supervisor. I would recommend you find another source for your pool supplies. read more

Lied about timeframe, sent to wrong address and did not offer any help. Horrible service and really mean reps! They just don't care! Restocking fee for unopened is 25% plus shipping back which is ridiculous!!! read more

Unfortunately I did not read reviews before ordering, and wish I had. I ordered an Aquapure cell kit, and promptly received an order acknowledgment. After 2-1/2 weeks, I still had not received the item, and sent an email. Exact same response as others have stated, that the warehouse is slightly behind, and they will forward my order to the warehouse manager so that it will be shipped in the coming week. First, it's already assumed that a manager is damn well aware of what orders have not been fulfilled. Any warehouse would track this. Second, after this experience, there is no way I will accept anything from this company, so I will cancel this order immediately. This company has a severe credibility problem, and that makes everything suspect. You can only imagine that incomplete items, missing parts will be part of the shipment. No thanks and not taking the chance. I'm also going to report this to the Ogden, Utah District Attorney Consumer Affairs division, as this documented behavior is intentional and deliberate fraud. read more

The should stop lying to people saying the have products in stock when they really don't have them. I guess people would not order from them if they knew it was going to take 10 to 15 days to get the shipment. A company that does that to customers should not be trusted with our business. read more

Horrible experience! I purchased a $3000 heater only to find out 10 days later it was suspected fraud so they cancelled my order. I called AMEX and it wasn't on their end. They suggested I purchase again with another card. It too was cancelled even though my CC said they approved it. The worst part is they have no way of reviewing why it cancelled, no accounting department. There is something fishy about this company. BEWARE and don't give them your personal info because I don't think they even know who processes it. read more

Buyer beware. tried to exchange a pool light bulb and and purchase the whole light fixture, which is more expensive. They will not exchange the part because I tried to use it first. read more

Put my order in beginning May and have emailed them 4 times over a few weeks to see where my order is... NO response! Then I tried calling.... you can't talk to anyone. They basically stole my money so I am obtaining an attorney. Don't bother with them. Crooks read more

Should have read the reviews. These guys are awful. Bought a $1000 pump and, on inspection, found a pvc Union had hairline crack. Had to move heaven and earth to get them to send a replacement fitting (which still hasn't arrived). What a joke of an outfit and certainly not worth the hassle. read more

Wow, amazingly fast (said no one ever who ordered from Sunplay) - my order shipped 3 weeks after placement for an in-stock item? C'mon...I emailed them one week after placing the order, and a reply said they are 'processing it'. One more week, still processing, although they said the had the Intermatic Surge Protector in stock. Another inquiry, another polite reply that they were 'preparing shipment', and finally 3 weeks later it is shipped. I wonder if I hadn't contacted them...would they have let me know about the delay? My guess is their order fulfillment system is not a system, but rather a haphazard mess of emails coming in and no process to follow, so folks just get around to whatever they can when they can. Yes, they had the cheapest price I could find, but not the cheapest 'cost' - it costs money to wait around and be delayed - I now know I should have bought it elsewhere - Amazon is higher, but they would at least have guaranteed a quick ship date. Oh well, goodbye Sunplay. read more

Dishonest company scammed me out of my money, didn't deliver the part I ordered, does not respond to emails or answer their phone. I will be contesting the charge with my credit card company and going somewhere honest. Update: I contested the transaction with my credit card company and, amazingly, I got an email the next day stating they made a mistake and the part wasn't in stock...it will take 2 to 3 weeks...do I want to wait or cancel. I didn't intend to continue with their scam, so I cancelled and got my $ refunded. read more

Kinda glad I didnt read the reviews before I ordered from SunPlay. I found my Pentair lower filter housing was badly cracked on Monday, 12APR21. Did some quick research and SunPlay had THE best price on the part ($314). I immediately called them to order and they were very helpful and courteous. I received the part in just 4 days (Friday) and I'm up & running again. Highly recommended from my experience. read more

I have been waiting since 11/22/19 for a part I was told was in stock. I have received the same email as everyone else that the warehouse is busy. read more

Sunplay - Customer Service - Hot Tub & Pool Near Me - Ogden, Utah

DON'T BUY from Sunplay Pool Supply. POOR Customer Service! My $600 item arrived in an opened box upon delivery. When I called customer service they said if it has physical damage they would file a claim with FedEx. If no obvious damage but it does not work I would have to contact the manufacture for a "warranty replacement". In other words, they take ZERO RESPONSIBILITY! They don't care about their customers! I will never do business with Suplay again. Amazon and other pool supply places take care of their customers! read more

This 'business' holds profit over customer satisfaction. Add me to those wishing they'd read the Yelp reviews first. (There's even more bad reviews on Google.) SunPlay seems to be running a scam starting with their website that says item is in stock and the price of item is always ten to 20 dollars cheaper than elsewhere. After your order money has been transacted towards them, they garner your trust by immediately issuing an auto-email stating that item will ship in a minimum-maximum of 5-7 days. Sounds reasonable until you later think "Why so long? It's right there in your warehouse; are you understaffed?" You will call several times after those 7 days to which they will put you on hold to "see" if item is in stock in their "warehouse." Well, "yes" it is in stock and will ship in 7 days max. To keep the 'hook' in longer, you might receive an email or two from SunPlay asking if you've received the item yet. In hindsight, those emails are very odd; after all, it's THEIR company initiating the shipping and never-revealed tracking numbers. It's seriously apparent they could give a squat about reputation and are used to frustrated customer calls. And with hundreds to thousands of customer order dollars running through their accounts at any one time, it's clear they're either (a) incredibly inept in the vital purchasing/receiving/shipping departments; or (b) buying advertised stock items in too-small quantities yet continuing to advertise them for sale even though SunPlay is legit out-of-stock; or (c) a crummy part of a larger holding company that makes money when the sum total of all their holdings are making money. If some lose money, but the majority are making money, then the holding company is doing fine as a corporation: "Thank you for letting us hold your money; it's working for us." If you are not in ANY rush and willing to wait to save ten bucks, go for it. After all, YOUR time is THEIR money. Pro tip: Be forewarned that the MOMENT you open the package, SunPlay will immediately deem it to be "used" and therefore NO REFUNDS -- defective or otherwise. read more

Understand the Covid issues, but they don't respond to emails, can't talk to anyone by phone. Send messages to rate products you never received. On the website it says shipped within a day. Only 1 item when I put my order in said there might be a delay. I received that item, but not the other 4 that were supposed to be in stock have yet to be received. They have sent me emails to review items I have not received. This place is a scam and I'm working with my bank to reverse these fraudulent charges. read more

placed order said 5 to 7 days. Been 15 days no product. tried to contact twice email no reply. Tried calling will not answer phone . finally 3rd email said would check with warehouse and get back to me. Told them if not by Monday would contact credit card company. PISS poor service would never recommend using this company read more

I placed an order for a part that was in stock and was to be shipped in 5-7 business days, after a 2 weeks had to call and email to see where my part was and got The estimated ship date is 6/17/2022 we will email you tracking when this ships. And this was a part that is in stock. DON'T order from them it you can't wait 2 months for a part in stock. read more

I ordered this product and it arrived quickly but I no longer needed it as I ended up purchasing locally. However, after almost 30 days I have yet to receive an RMA label. I have sent 5 emails, all of which have been ignored. I called and spoke to a lady who asked if I had opened the box, which I stated no. Everything is sealed in the original packaging, including the shipping box. She stated that the warehouse would email me return instructions within 24 hours. That was 2 weeks ago and still nothing. I strongly recommend that if you favor customer service, responsibility, and accountability..... RUN AWAY!!!! read more

As many of the other reviews have stated, they 'wow' you with their low ball price but good luck getting it any time soon! Was told 5-7 business days 8 business days ago - my product has been in stock since purchase date but strangely has yet to ship out! Was told that it 'might' ship in the next few days and it should only take 2 more days to get to me...so my dilemma is cancel my order (which will take 3 days to get a refund) or wait 5 days (hopefully) for the part...My advice, pay more and buy locally! read more

Do not purchase anything online unless you enjoy giving your money away, not being able to reach customer service, and never getting your product. Check out their Better Business Bureau rating...as a note, "F" does not stand for "fantastic." I ordered 3 items online and my credit card was charged immediately. A week goes by and I still have not received a shipment notice or any other notice saying that there would be a delay. I can copy and paste from every other review here to finish the same story. I call the customer service number, which gives you an option to push 1 for the store and 2 for help with online purchases. The message states that no one in the store can help with online orders. I push 2 and am on hold for 15 minutes and then the message says that no one is available and I should leave a voicemail. I call back and push 1, when then leads me through several other prompts telling me that no one in the store can help with online orders...and then wait another 10 minutes to talk to a live human. The fact that the voice menu says several times that the store folks can't help with online orders tells you how screwed up their online order system is and complete lack of customer service. So I finally connect with a real human whose first question is whether I ordered in the store or online. I cut her off from saying the next line ("We can't help you with online orders") and asked to speak to the manager, and that couldn't care less about how they divide customer service between store and online. Then another woman picked up and says she can help me. She checks on the status of my order and, as everyone else's Yelp review states, she tells me that the warehouse is a "little" behind and my order "may" go out next week and she'll see if they can speed it up. I told her absolutely not and they cancelled my order and refunded my money. Word to the wise...if you are reading this review and got the same excuse, cancel your order immediately because you will never get your product. read more

Waited 3 weeks for product to ship. Contacted customer service via email and never received a response. Spoke with a customer service rep twice and the answer was always that the product was in the warehouse but not available to ship....if the product was available why couldn't it be shipped. Took almost a week to issue a refund. Do yourself a favor and spend a little more and order from Amazon and get the product in 2 days. read more

buyers beware, terrible company, ordered item, checked they had it is stock before paying for it, 5 days later still hasnt left he warehouse, nobody nows why or when it will get here. chelsea manager wasnt much help either, dont use them!!!!!! read more

I needed a few parts for my home spa, and decided to order through Sunplay utilizing their online service. This order was placed three weeks ago, my card has been charged, and I still have not received the merchandise. Not only have I not received my order that has been paid for, I have not been able to contact anyone at Sunplay. I have left numerous voicemails, sent numerous emails, and have waited on hold for hours at a time. It has proved impossible to speak to an actual employee regarding this issue. This is by far the worst business practice I have ever experienced, and I would warn anyone who considers ordering from this unresponsive, unreliable, and irresponsible company. Mistakes happen, but refusing to communicate with your customers and taking their money in the process is wrong. I will never shop here again. read more

Wish there was a zero. Wish I would have read reviews BEFORE I ordered a part. Ordered with 5 to 7 days days. 14 days later, I called to check and was told they were pretty busy in the warehouse so it would probably ship in another 7 days. I could expect it 7 days after that. Not acceptable and they offered nothing in terms of helping with the issue. I sent and email and called and they have cancelled the order but say it will take 5 to 7 business days for me to see the refund. No way to run a business. DO NOT order from these people. On the lighter side, in the interest of benefit of the doubt, I presume the storefront runs like a normal business. read more

DO NOT ORDER FROM THIS COMPANY! The price may look good, but you may never get what you order! They promise shipping within one business day, but will string you along for weeks saying they have some warehouse issues! Finally, after several weeks, I canceled an order for a pool pump. They promised an immediate credit. It has now been two weeks and no sign of a credit to my CC! Most likely this company is scamming customers to get access to funds. read more

Ordered a Triton pool cleaner, and there was the question whether it had a Cart with it. On the website, there was an answered question that said it came with a cart. To be clear, I had sent a question if in fact it did come with a Cart. I ordered the unit - No Cart; and Then the response from Sunplay - that it didn't come with a cart. Very Deceptive to wait until after I had received the cleaner to respond. Also, the cleaner comes with almost no documentation. read more

Ordered a pool vaccum part and be received it within a few days. Happy with product and will order again from them in the future.

ONLINE SCAM!! Shame on me for not checking YELP before ordering an $800 part online. Similar to every other review, I paid, waited for weeks, and never got my part. They emailed me back every time saying they were backed up and she'd work with the manager to get it shipped. I had hope! 3 1/2 weeks later I checked Yelp for the first time and realized I'd been duped. I called my CC company first and reported it as fraud, then reported them to the BBB requesting a criminal investigation, then added my 2 cents here. Yes, I'm a little mad. And now I have to go pay $300 more from a real company. read more

THEY SELL DEFECTIVE PARTS AND THEN DO NOT STAND BEHIND THEM. ZERO CUSTOMER SUPPORT FROM SUNPLAY..... Just bought a Jandy Replacement Salt Cell from them, the moment I install it it leaks though the power supply, This is on a pool and not a spa, The part is clearly defective and all they do is give you a 800 number for the manufacture. They do not stand behind the product they sell. There are allot people selling these Salt Cell Replacements I strongly urge you to go company who stands behind what they sell. Try these guys they are great Pool Supply Unlimited or Swimming supply usa, the pool warehouse heck even amazon. This is all they give you, even after you explain what the specific issue is, they do nothing other than take an order and run.... Then your own your own if the does not work. You will need to contact Jany for any technical support and for any warranty issues. They can be reached at: Jandy (800) 822-7933 Thank you, Baylie read more

Poor customer service and took weeks to reply, they charged me $25 for overnight shipping yet the item arrived 5 days later. They refused to refund the overnight shipping stating it was a holiday and this was the reason it didn't get shipped on time. Item also clearly looks used and not new. Avoid this fraudulent company for any pool items, I would honestly rather take my chances with Leslie's. read more