Let's be realistic about what a businesses can and can't do when the supply chain is broken. My hot tub cover was shot. I knew we would have to order and wait until a new one was made. I was a little nervous as I had to measure the existing cover and use those measurements to order a new one. I was warned that I would essentially loose the approx $500. if it didn't fit. That was a little scary. Scott in Stevens Point told us how to measure so that was at least reassuring. I expected to have to pick up the cover myself at the store when it came in but I was surprised when Chase delivered the new one and took the old one. Let's face it- there's not a lot of money made on these types of service calls. Chase was efficient and quick. Thanks Stevens Point guys! read more

The store in Stevens Point should be call the Billiards People. We had bought some patio furniture last year and thought the could help us with a Hot Tub. We were planning on building a deck with a hot tub in the spring so in December we ordered a hut tub to be delivered to our house in late APRIL . The Pool people store manager suggested we ordered it to be delivered to Wisconsin ( either his main warehouse OR his store . We were gone until April and did not have room to hold it on our property . We get a call in March from their warehouse in Mosinee asking when we'd like the delivery. We told him at the end of April or early May . It was like he was NOT told by the Stevens Point store that we could NOT take delivery until we start construction in late April or early May . He did NOT understand and continued to try to schedule . He continued to complain that he did not have room . NOT OUR PROBLEM. We then told him to call the Steven Point manager who never forwarded the delivery instructions. That was just the beginning of poor customer service and how unorganized the Pool People company is . The manager at the Steven Point store continued to lie to us about what happened, like he didn't understand how anything could go wrong . HE HAD NEVER FORWARDED ANY DELIVERY INSTRUCTIONS. That however was no excuse from the angry warehouse personnel. In early May we then arranged for deliver . We we're scheduled for midday delivery , late morning to early afternoon . At around 5 PM we called and they said one of the delivery drivers had not shown up and that it would be delivered the next day . MOST Companies would CALL the customers in the MORNING if the will MOT be able to DELIVER. NOT have the customer WAIT until end of day for the CUSTOMER to Call . They then Said It would be delivered the next day . We were sinking the hot tub into the deck and the contractor wants the frame AFTER we had the hot tub . Needles to say , the next day NO SHOW, NO CALL . We could NOT wait for the hot tub to continue construction . After the second NO SHOW , we called the warehouse and talked to someone that said the owner would be delivering it in a few hours . When the hot tub arrived, there were 2 gentlemen but neither were the owner . There was one ANGRY man that appeared to be in charge. I went outside and he asked where do they need to deliver it . When he saw that h they had to install it INTO the framed spot, he really got RUDE . He got out a tape measure and started measuring all sorts of things , and the Questioning me on the Dimensions of the opening our contractor had taken off the literature we had on the hot tub . As he Continued to whine and badger me about the opening, I reminded him the Hot Tub was Supposed to be DELIVERED 3 Days earlier. They then proceeded to insert it into the perfectly framed spot . When finished, the supervisor did NOT TALK TO ME and had the Other gentleman have me sign the paperwork . Very childish, NOT PR read more

I have been a customer for about the past 7 or 8 years and was always pleased. I had a pool liner replacement on my pool. It took 5 months to get installed and the work is horrible. The liner is uneven and the base of the liner not even and flat. I could have done a better job myself with no experience. When I made a complaint, the pool installer hung up on me. Also, the pool people representative would not take my calls. I always wanted to support local business, but if this is how the treat loyal customers, I won't spend another dime in that store. My suggestion, go somewhere else. You can buy pool supplies cheaper online read more

Not a happy customer. Ordered and paid for a pool table in the beginning of August. Was told maybe 8 weeks. I missed Thanksgiving and I still don't have it. I could have gotten one from two other places in that amount of time. To make matters worse, they called and told me Monday it was in and would be delivered and installed Monday only to call me back today to say that the only thing that came in was the cloth. This happened a second time; they called and said it was in and scheduled me for December 14. I took a day off work, and they didn't show up. When I called, they said it was not in and apologized. Really?? I spoke to 2 other more reputable dealers that noth told me that the table I ordered was a 7-8 week lead time. These people lied to me over and over again. Buyer beware!!!! read more

Ordered a Brunswick Gold Crown pool table from these guys. Mechanics come to my place to install. They were a couple of goofballs asking me for some tool that they needed like I am supposed to have what they need in my toolbox or something. I had a pool table with an underside ball return but they didn't have a pool ball to see it it worked because they forgot to bring one, lol. Anyway my pool balls come in and the alley isn't adjusted right and the balls get all clogged up before they drop into the proper area for racking. Also they didn't have the spot to put on the table because Simonis cloth doesn't send one with the cloth they told me, lol. They said I need to order one and figure out how to line it up. Called the bozo Scott at Stevens Point pool people and told him that they need to send someone back to adjust the ball carriage because I have to get my kid to unclog the balls every time as my hands are too big to reach up the alley to unclog them and to have them put a spot on the table. He said it's nothing urgent and he will send someone over in a few days when someone has time. I know it's hard to believe but he actually told me to that I can put the spot anywhere I wanted because it's my table! Will keep you all posted to see what happens next or even if they come back. Wouldn't be surprised if they don't as they have been paid in full. Will keep you all posted as the saga continues. I need to get a hold of Brunswick and let them know the pool people don't deserve their brand. read more

I have been calling this company for the last 3 days. Each time I call I do not get the office that I need and a very polite person says theyll connect me. Then after a short wait the same person comes back on and says " Im sorry, all the reps inn that office are on the phone or busy, I would be happy to take a message and have someone retuern your cal " l. Im waiting...3 days later still no call back. I guess since they are the only game in town they can afford to treat potential customers like this. I expressed my displeasure to the woman I spoke to today who again assured me that someone would CB. They have multiple stores but a central location for answering the phone. Im not sure if the 3 separate people I spoke to that told me they would ask someone to call me back are not rel;aying messages or if they just don't care or a combination of both. read more

I ordered patio furniture in May and was told 4 weeks to delivery and it is now mid August and have yet to receive my furniture. Sure there have been all the excuses including: we do not know why, they are back ordered, may be held up in customs, we no longer have a mfg rep and the list goes on. I only wish the Pool People had been up front with me. Just be warned, if you do order patio furniture from these folks.....it may take far longer than expected. read more

We purchased a spa from the Pool People eight years ago and it is still going strong. We were not pressured to buy something more expensive than we wanted to pay. Instead the sales associate helped us to choose what was right for us not what was the highest price tag. We continue to shop at the Pool People for all of our spa needs, filter and chemicals not because they are the only store around, they are not, but for the excellent service. read more