Ditto, my complaint is the same as all the others. I will never order from these people again. Plus there customer service manager says that they dont read the reviews on BBB or google she doesn't have time, probably to busy answering all the complaints. The most infuriating people I have ever spoken too, who doesnt care what their customers think. READ all the reviews. She says that people just like to complain, so there's that. read more

Like the others, did not receive product and they did not respond to any emails. Talked with a nice gal at the customer service number and apparently they are having problems getting products. Dont look for them to be around on-line for much longer. Ordered from another store and hope, fingers crossed, that they refund my credit card. Hope they take their website down soon so others dont have the same problems. Additional note: They never credited my credit card account so I had to dispute the charge. Pretty scummy business practices. No ethics. read more

Purchased an item online. I received it and it was missing all of the paperwork, was damaged and had been opened. I immediately returned it (at my own shipping cost) and hey refused the return saying it was missing the paperwork and was damaged???? HELLO???? that's why I returned it. STAY AWAY from this company!!!!! FOLKS, take a look at their reviews.........what does it tell you??? SHADY SHADY SHADY read more

BUYER BEWARE!!! Sunplay has cheaper prices on SOME pool equipment, but not on everything. However, always remember the words your parents told you, "If it sounds too good to be true, it probably is!" I first tried Sunplay when purchasing my Pentair pool and spa lights. the price they showed on the website was significantly less expensive than other places, but when I went to check out, the price raised over $75.00. Before continuing to checkout, I contacted Sunplay and explained the dilemma I was encountering. The sales associate, "Bree", told me that the $75.00 extra price was the correct price and that she didn't know why the website first showed a less expensive price. It still came out at about $5.00 less than anyone else so I purchased the lights. My next purchase from Sunplay was for an Aquabot Breeze 4WD for $589.95. This unit was approximately $10 cheaper than competitors prices (Poolzoom.com has the same item for $599.29). Upon ordering, it stated that I would receive my item in 3-5 business days. It took the entire 5 business days to arrive. Upon receiving the merchandise, the box was completely torn up. When I opened the box, it was extremely apparent that the item was not new, but used, and it was missing parts! It did not even have proper packaging to keep it safe from shipping mishaps. I immediately contacted Sunplay and their excuse was tat the manufacturer, Aquabot, had sent the unit to me and that it comes in that condition because it is "Field Tested" by Aquabot prior to sending it to the consumer. I requested that they send me a new unit via next day air and upon delivering the new unit, they could pick up the used unit. I was told that "The Manufacturer, Aquabot", would not allow this. The Manager, Breagor Hensen offered me a 50% credit on the unit, $50 in-store credit to use as I pleased, the replacement missing parts to be sent to me immediately, and the full 2 year warranty if I kept the unit. I agreed to theses terms. During this time, I was also in contact with the manufacturer to give them a piece of my mind about sending customers merchandise in that condition. When speaking with Les Calloway from Aquabot, I was informed that they do not ever send merchandise to the consumer directly, that they do not field test the merchandise prior to shipping it. They requested that I send pictures, which I did, and that they were extremely upset that Sunplay would send a customer a refurbished Aquabot item and claim that it was new. After that, Sunplay refused to give me a 50% credit that Breagor Hensen had promised if I kept the unit and refused to send me a replacement unit. The owner's name is John and he is about as helpful as his 2 employees. BE WARNED!!! DO NOT BUY ANYTHING FROM SUNPLAY, even if it is slightly less expensive!!!! In addition, if I could give Sunplay zero stars, I would. Unfortunately, you are required to give at least one star. **WARNING** DO NOT TRUST SUNPLAY!!! *BUYER BEWARE* **WARNING** DO NOT TRUST SUNPLAY!!! *BUYER BEWARE* **WARNING** DO NOT TRUST SUNPLAY!!! *BUYER BEWARE* **WARNING** DO NOT TRUST SUNPLAY!!! *BUYER BEWARE*" read more

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Bought an expensive pool lighting switch from SunPlay. When I went to install it, the electricity would flow in but not out. Contacted their support email address and was told they wouldn't accept the return because it was a faulty product and I have to go through the manufacturer. Keep in mind this all occurred during their 90 day, "ZERO HASSLE" return window. Thanks for the defective product and willingness to work with your customers.............. read more

Terrible customer service and even worse warranty service. Fought with them for a month trying to get my pool cleaner fixed under warranty and finally gave up and fixed it at my expense. Don't buy anything expensive there. read more

SCAM Company! SCAM SCAM SCAM!!!!!!!!!!! Simply the WORST! Ordered a pump in stock on 9/3/2019. 42 days later, (after ignoring three emails) they told me we are processing your order and cannot guarantee a delivery date. WTF?? For an "in stock" item to take 42 days to process?! AND it hasn't even gone out for delivery? I sent a few emails and tried calling the "online customer support" with little help. The online customer support I had to wait about 40 minutes for someone to answer. Then once I got a person on the phone, I could hear another woman in the background almost yelling to a customer that the order was being processed and she could not guarantee any delivery dates. Literally the exact same thing I was told by email. When my customer service rep finally pulled up my account, he claimed "there are a lot of notes in here I need to look into". So he then put me on hold. While on hold I received an email from the "donotreply@shiphero.com that simply said "Thank you for contacting us, your request to cancel your order has been submitted and is currently being processed. A refund will be issued back to your credit card. $1054.34" And just like that is how they handled my order. They jacked me around for 42 days and then refunded me without my consent. They just did it. I feel like they are taking peoples money, investing it until there is a serious problem, and then refunding it before the FBI shuts them down for stealing. what a SCAM! read more

Sunplay uses illegal bait & switch selling tactics. I ordered and paid for a Dolphin Triton pool vacuum for $779. I get an email from sunplay 3 days later telling me that the Triton is out of stock. Meanwhile my pool is getting dirtier by the day because my Blue Pearl vacuum quit 4 days ago. I like to vacuum my pool daily to keep it pristine. Sunplay says it could be 1 to 2 weeks before they get the Triton in stock again. I CAN'T WAIT 2+ weeks! So, I email them and ask if they can upgrade me to the TRITON PLUS. I offered to pay half of the price difference. They said no. So, I call and speak to a snotty manager who basically tells me I can cancel the order or wait. They will not even give me a small discount on the upgraded in stock model. I HATE SUNPLAY and will never use them again. I just ordered the Triton Plus from www.poolzone.com read more

Wow, my bad on not checking here before ordering from a private company... I had the same horrible experience with this company as everyone else.. So here is a copy of the email I sent to them today. On Aug 27, 2019 I ordered a Pentair 3-way solar valve. On the receipt it says 5-7 shipping. A very common date range and because your company is in Utah and I am in Las Vegas I was hoping it would be here within 2-3 days . Most everything I order, and I order a lot online gets here that soon when shipped from adjoining states like Utah, Arizona and California. My receipt also states that I will get an e-mail when my order has shipped. On Friday Aug 30th, around 11:00 am PDT 3 days later, I still had no email of shipping so I called your company to inquire about the order. I don't know the lady's name whom I spoke with but she did tell me that the item has not shipped. I told he that I was hoping to have it by Tuesday when my pool guy is here so he could replace the valve. That would be 1 week after the order was placed. She told me that she would try to get it out that day, Friday Aug 30th. On Tuesday September 3rd (yesterday) I had not received an email of shipping nor have I received the valve. I tried calling the online phone number again but this time I was on hold for :20 and could not wait any longer, so I hung up. Today is Wednesday September 4th, 8 days after the order was placed and I still have no email NOR a valve.!! I called the online number again and waited about 18 minutes before someone answered the call. I asked that gentleman about the status of the order and he read the note from Fridays call and basically told me that the order had NOT been shipped yet...!!!!!! So 8 days after an order online, and it still not been shipped is totally unacceptable. I am extremely upset about how this order has been handled. The gentleman on the phone asked me what I wanted to do....!? I said if it has not even been shipped yet to "Cancel my order and I will order this valve from a more customer friendly company"..!! Needless to say I will not be doing business with your company ever again. I will inform my pool guy here in Vegas about this fiasco and inform him to not do business with you. I will also be searching to leave this same feedback on any other forums that I can find, such as Yelp, Twitter etc.... read more

I wish I had checked reviews here before purchasing. I purchased a couple check valves and unions on Oct.27th and by Nov.5th I still could not get anything but we have accepted your order. When after 3 emails I finally found tracking number late on the Nov. 5th but UPS could not confirm. I called and they informed me they had been shipped which was a blatant lie. When I ask about 24 hr. shipping I was informed we are no longer offering 24 hr. shipping. I ask when are you going to let your customers know and was told that we are informing them as they call in. When I ask about web site was told we are in the process of updating it. This was Nov.5th 2018 so you be the judge to see if it gets updated. Now understand my CC was charged on Oct. 27th. so you can see how they operate. My suggestion is buyer beware. I am only going on what I have been told to date and have not received any products but have been assured they are one the way however UPS can not confirm that. So you be the judge. I almost am assured my involvement trying to get my products or refund is far from being over but they don't understand I am like a dog with a bone when people lie to me. Best wishes to all that have purchased, if you got your products no problem that isin great and the way it should be, if you diddn't then I wish you well. One last note there was a 5 star review by me which I did not do. Don't publish reviews until I get my product so carefull about the reviews. read more

Overall I'm sure the intentions of this company are good. From the perspective of someone who's career is in corporate and store operations there are several things wrong here. Proactive follow up is not in their wheelhouse. Second, if they are aware that an item is not in stock, why would they list it as available to ship? Third. When an order is placed it would be wise to inform the customer of delays in shipping. Fourth. When a customer reaches out for information, it is best that you provide the customer with accurate information. I have been told something different on 7-8 different occasions with none being correct. Absolutely disappointed. My experience has NOT been a good one thus far on a high ticket item. read more

Worst retail experience I've ever had. Paid in good faith, they didn't ship for weeks and agreed to cancel the order. So I ordered elsewhere. They then shipped, but said they'd refund it, so I returned it. After TWO MONTHS of waiting I filed a fraud complaint with my credit card company and got a refund. They then sent me what I think are faked pictures of "damaged" merchandise, and said parts were missing. Which is funny, as I never even opened their shipping box. So what they got back is what they sent me. Avoid like the plague. read more

Placed an online order over a week ago. After numerous unanswered phone calls and emails I still haven't received my item or any communication that it has shipped. DO NOT USE THIS COMPANY. IT IS A SCAM! read more

Warning! Do not buy from this company. They do not issue refunds. If the products they sell you are defective, they will refer you to a 3rd party to try and get your money back. Bought a check valve from them that was defective. Within a day, I tried to return it and they would not issue a refund. Stay Away!!! read more

I ordered filter grids and a manifold for my pool filter. I needed them quickly and saw Sunplay had them in stock. I made my order on Sunday expect everything to ship on Monday. I got an email notification on Monday that my order had shipped. On Wednesday the manifold arrived and no grids. I emailed support and they told me the grids shipped that day. I responded that I was really upset. My pool was about to turn green and if they couldn't ship them on time, they should have let me know so I could shop elsewhere. I got a very nice email back and they apologized and gave me a credit on my account. The grids finally arrived on Saturday Apart from the delivery issues, Sunplay have really good prices and a wide range of repair parts, and obviously great customer service who will do what it takes to make you happy. This would have been a 5 star if everything had been delivered at once. read more

Have done business with them for years. First few years experience was great. Next few years awful. Have started doing business with them again. SEEMS like they are getting their act back together. Ordered several items, two delivered with no problems, other items could not be shipped because of parts shortage but at least they emailed me in a timely manner giving me information about the lack of parts from suppliers. Thumbs up, so far. read more

Shipment information was not updated so i ordered another unit from amazon. When i called to cancel, i was informed the part was shipped out several days ago. Now im stuck with two $300 filters. read more

DO NOT ORDER from this company. If I could give them 0 stars I would. Absolutely horrible customer service. I ordered a slide and mounting kit 14 months ago and they will not stand by the products they sell. No where on the website does it list the slide cannot be used for a saltwater pool and now the deck hardware is all corroded. They will not help replace the slide or the hardware. They basically apologized and said they could do nothing. Now I'm out $1700 and have to buy a whole new slide for $3000. I will never buy another thing from this company and if you have read any of the other reviews you should stay far away!! The website does not provide adequate information for ordering appropriate pool equipment. read more

I wish I had read the reviews first. Worst buying experience ever. Had to cancel the order and stop payment on credit card. Failure to ship.

Save yourself a headache, do not order from this site. Have no received order or response back by email.

5 weeks- still haven't received my order No shipment No response to e-mail No answer to phone calls No response to live chat No excuse! I don't think there really is a Sunplay company at this point This is the reason that Amazon is taking over. You give small businesses everywhere a bad name! read more

I ordered a combustion blower from this company. I used the product number and when the item I was looking for came up on their website that matched the product number(they have a photo of the item as well), I was happy to finally find the exact part I needed. I ordered the item and waited almost a week and a half for it. It finally arrives, I open the box and it's the wrong item. Doesn't match the product numbers, doesn't even look like the photo on their website. Completely false advertising. Now I'm dealing with their customer service, trying to simply return the item and get a full refund since I didn't use the item because they sent me the wrong item. The person I'm speaking to at Sunplay has been giving me the run around this whole time, making it seem as though it's my fault that a different blower was sent to me. I sent them pictures of what was advertised on their website as well as the product they sent me, so that they can clearly see that it's wrong. But, no. They still want to suit there and try to find fault on my end. I'm still in the process of trying to get a return label and we'll see if they refund me completely or at all when they receive the item. Hopefully they hold up to what is advertised in the return policy online and actually refund me fully for their mistake. But considering what I've read on here and on the BBB website I'm not holding my breath. I'll update once this has been "resolved" UPDATE: I didn't hear anything on Monday so I emailed them and was told the matter would be resolved that day. Never got a reply back. So I emailed on Tuesday to find out what was going on, but low and behold, no reply. I still haven't heard back from them. Apparently since they know that this whole situation is their fault they're going to make me wait as long as possible so that they don't have to refund me. I wish I had looked up the reviews on this company before I had ordered. I continue to find horrible reviews on multiple websites as well as BBB. I definitely won't be making that mistake again, and since they don't want to resolve this issue like they said they would and continue to ignore me, I will be getting other companies involved in this matter. Please be careful when ordering from this company. read more

I ordered 4 filters to keep on hand as back-up for a filter change day on 4/30/2018, total value $300 . However on 08/09/2018 we haired a solar pool co. to install the system so I bring out my brand spanking new filters to install and they DON'T FIT! I call SUNPLAY and they say they cannot accept used Items, I explain i did not use the filters , they are brand spanking new they do not fit into my pump carsole .At this point SUNPLAY will not ans. my calls or e-mail. Now i bestoe a curse on this company, Phuffed! read more

This company sucks!!. bought a PoolRx and it came damaged. multiple calls/emails i did talk to a guy at the call center in vegas a couple times took pictures of the damaged item. nothing! even the guys in vegas say this company is whacked and they hear it all the time DO NOT DO BIZ WITH THESE ASSHOLES read more

I ordered a part from Sunplay doing business as Hot Tub Warehouse. It was a spa motor that needed to fit into a tight location, and so I needed a unit without an external capacitor. Their website, confirming e-mail and delivery e-mail showed the proper pump. When I opened the package, it had an external capacitor. I immediately called them - they stated that as I received the "correct part number" and that their website was only "representational", I would be required to pay return shipping. Even when I sent pictures, they were adamant. I have filed a dispute with my credit card company, and I will let them straighten this out. But, never, ever again with this company. They simply do not understand the concept of "Customer Service". read more

I ordered a $760 part from Sunplay. I was supposed to receive it 10/14/2020. FedEx tracking shows it is still with the shipper, Sunplay, at a warehouse in Virginia. Customer service is abysmal. Manager not around to try and get my money back. Lots of bad reviews on this company. Beware. read more

This company is a joke, it took me 8 attempts just to get a return code for the product I bought, then even after buying the correct product for them, we had to get our lawyer involved just to get back our 140.00 read more

I wrote a one star review that was not printed on their website. It was a $4.95 item with $14 handling and shipping charges that arrived damaged. They deleted the review today. 9/29/20 read more

Horrible customer service. Item arrived and doesn't fit pool. Contacted Elizabeth in customer support multiple times over the last 10 days and keep being told they are waiting for RMA number. Really? It takes over 10 days to get clearance to return an unused, unopened item. I'd seriously look elsewhere. read more

Bad customer service got a bad filter cartridge would not warranty / replace because I installed it ??????? DON'T WASTE YOUR TIME OR MONEY

Bad customer service. Ordered an "in stock" salt cell over a week ago and still don't have a tracking number. When I asked sunplay's service department about the tracking number, I was instructed to call Jandy because "they could better advise me". Id rather pay a little more and get quality service. Lesson learned......once again. read more

What a terrible company. Placed an order over a week ago. Called to check on the status. Customer service rep and manager (Chelsea) said they were "on delay because of the holiday" and didn't get to fill my order even though they worked three days last week. I asked that they expedite shipping since they failed to ship product as stated on website. They said no and would cancel my order. TERRIBLE CUSTOMER SERVICE starting with the manager Do business with another company you will be much happier read more

This company also goes by the name Hot Tub Warehouse. THEY ARE A SCAM!! DO NOT BUY FROM THEM!! I bought a hot tub pump from them and they REFUSE to ship anything, refund the order, answer their phones or respond to emails. DO NOT BECOME A VICTIM! read more

At this point, they may be out of business. LinkedIn profile is deleted. Facebook is deleted. I ordered something April 29th and was told they were delayed. Now when you call no one answers and their email address is worthless. read more

Terrible customer service. Was charged 29 dollars for overnight delivery and was told the following day that the order wasn't processed until the following day. I ordered well before the posted cut off time. They will not return phone calls and you have to stay on hold 45+ minutes just to reach a person. Unless you select "place a new order" on the phone menu. Don't bother selecting "help with an existing order. Spend your money elsewhere!!! read more

I wished I could only give 1/10th of a star and like others wished I had read the reviews online. They Lie and keep your money hostage. I called and they said the item I ordered was in stock but their shipping department was behind Two weeks later the same story more lies! I canceled my order and now the fight to get my money back has been going on for two weeks. I ordered the part elsewhere and it was shipped that day. Same time and effort go somewhere else for your parts. read more

I ordered some solar heating panels for a pool. I paid for the expedited shipping and a delivery date was provided to me upon checkout. Shortly after I got an email stating deliveries are delayed and it would take 2-3 weeks and I would get a notification when I item shipped. After a month I started to reach out to customer service. I reached out several times through several different avenues and never got a response. Eventually weeks later I got an email stating they didn't have any stock and that my order had been cancelled so after a 5 week process all that happened was that my order was cancelled. The lack of a response and charging for expedited shipping when delays where known is very unprofessional in my opinion. read more

Absoulutly the worst, ordered something on 8-17-20 did not get a tracking number till 8-27-20. I paid extra for 3-5 day shipping. Called customer service automated message did online contact on 8-23-20 was told checking with warehouse no follow through same on 8-24-20 told them on 8-27-20 to cancel my order and was told it's to late and finally got a tracking number. THEY SUCK DO NOT ORDER FROM THEM. sorry I tried but you did not. Run read more

I would be very wary of buying anything from a company that cant ship an item out of there warehouse in 15 days, thats right 15 days! I waited a week called cause I did not get an email! She said it would ship in 5 days. I said I have to wait another 5 days. she said yes. I waited 5 days and called again. still did not even shipped, I told them to refund my credit card. its now two days no credit back! I have filed a complaint with the bank and I am going to spend my spare time writing these reviews. They say piss off 1 customer you loose 10. In my case you loose 1000 ! read more

It seems that Sunplay is no longer a reliable place to order products. Like many of the recent reviews my credit card was charged immediately upon ordering, but the "in stock" item has not been shipped out after approximately 3 weeks. The e-mail I received from Sunplay was that my order would be shipped in 3 business days--that was more than 1 week ago. read more