familypoolfun.com

STAY AWAY FROM FAMILY POOL FUN. The worst Customer service experience I have ever encountered and I buy online daily .... I am in awe of how they handle their business. They will not stay in business operating like this ..It will catch up to them .

I will add to disgruntled customer list . Similar experiences as others on here . Ordered pool cover anchors and long tubes to install into ground . Shipped only the aluminum tube no anchor , no paperwork . Finally after the 3rd email told me they ship separate. REALLY listed as 1 sku on website not 2 ..tube is useless without the anchor SHOULD NOT EVEN SHIP.. Sent no less than 15 emails' asked for them to pay for shipping the tubes back since they did not ship me what I ordered and they refuse to do it.. Trying to tell me if I buy something at Target they dont pay for your gas back.
ARE YOU KIDDING ME .. First of all understand how to do business online and admit your ERROR and take care of your error. Don't blame me for your Negligence.

Horrific company to deal with. They sent me a liner I ordered AFTER telling me that it was unavailable and wouldn’t be shipped. I had already purchased elsewhere because they said my order was cancelled. Well they ended up charging me shipping and restock fees of hundreds of dollars to send it back. Everyone I dealt with was rude and could care less. Check out other real reviews-not those posted on their website. They select the ones they post and negative posts cannot go up. They are miserable people who don’t care and the best part is they use “have a blessed day” while being totally rude and belligerent. They don’t deserve to be in business and I don’t know how they still are with their track record. Please look at other reviews that are very similar to mine. They need to be closed down! Have a blessed day!

experience positive until point of sale. Jay was super responsive on front end of transaction returning all calls and texts promptly. All down hill after sale. impossible to reach any one, no communication or status update, numerous false promises and changes to timelines. I was initially told that my pool would be delivered 4 weeks after purchase - that was in May. Heading into end of summer and still nothing. I have challenged charge through my bank and want a full refund. Pity no zero star option.

They promised a pool and we set up financing and waited, and waited. You can't reach them by phone, the Facebook does work but they just have a generic response nothing real and the support site where you post your activities has no real responses, they just say resolved. When you get them on the phone, they are rude and lie. 2 months later than the original date we were supposed to/ promised to get the pool and we have nothing but "resolved" activities and no pool or help. FAMILYPOOLFUN YOU SUCK!!!!!

DO NOT ORDER!!! BUYER BEWARE!!! I ordered my pool on June 22, 2020 and was called the next day to confirm order. The lady I spoke with told me it would be delivered in exactly 4 weeks. As it came closer to 4 weeks I heard nothing so I contacted the company. You cannot get through on their phone numbers so I emailed several times. The owner Jay called me and BERATED me on the phone for basically inquiring about my order. He then proceeded to raise his voice that I had given him the wrong number to call and then he said and I quote, "Go back! Go back and look at your email!" After we hung up I did go back and look and I had given him the CORRECT phone number. I was dumb enough to allow him to talk me into proceeding with the pool order because he assured me it would arrive the first week of August. As you can imagine, that time came and no pool arrived. He then told me 2 more weeks. The emails he does actually answer normally have a copied and pasted section about Covid and the warehouse missing the shipping schedule. In his emails he explains that some companies are taking 6 to 8 weeks to process orders yet his company (FamilyPoolFun) is not. BUT here I was at week 6 and told 2 more weeks. I hope he realizes people can do simple addition. I demanded my refund. I emailed after several days to check on my refund and he THEN told me he told the warehouse to cancel my order. My pool was never even at the warehouse according to previous emails! He then actually tried to convince me to put a pool on lay-a-way (he said other customers are choosing to do lay-a-way) since pools will be more expensive in 2021 due to the shortage this year. He sent me a cancelled invoice and told me 3 to 18 business days for my refund to process. I received my refund 9 business days later (which is today). Surprise! He retained $85 of my money as a "cancellation fee". A fee for a product HE NEVER HAD!! He has very poor business practices. He claimed he had merchanise in stock only so people would purchase. There really is a pool shortage, you can look it up, but he saw the opportunity to line his pockets and he took it by claiming he had what others did not. Then people began getting wise and demanding to know where their orders are and wanting refunds. He does not update you until you actually slam him with emails and then he spins another story of the warehouse missing the delivery deadline. He commented on someone else's review that he was allowing orders from his website in order to place customers on a waiting list. It does not state that on his website, it says the items are IN STOCK and that is FALSE! He seems shocked that people are angry. No wonder - customers believed he had the products in stock and many of us spent hundreds to thousands to prepare our yards where our pools were to be installed - YET THERE IS NO POOL! He rarely communicates and when he does, he lies and comes off incredibly disrespectful. Please listen to me and to everyone else who has had the headache of dealing with this business. SHOP ELSEWHERE!!!

Ordered a pool liner, that showed it was in stock 07/11/20. They called me on 07/23/20 to confirm my credit card number, billed my card. 08/11/20 a pool liner was delivered. Not the one I ordered. Sent an e-mail. They responded right away, asking for pictures of the box. Sent pictures, a copy of my order and what I received. No response.....no refund....still waiting! Beyond frustrated, purchaser from their home state!

Worst customer service ever!! Purchased my pool in MAY...STILL NOTHING! Grrr!! Many phone calls, (no answer) and emails and even text messages...This company is not worth your time! I am a very patient person, but this is ridiculous...Jay, Cierra hope you see this.

This company has the worst customer service i have ever experienced. We purchased a pool package. It took over 3 months to arrive. The fompsmy doesn't answer the phone, or return emails. The tracking information didn't work. Pool came missing parts and with no instructions. Now they just charged me for another charge i didn't place. Do not do business with this company.

“BUYER BEWARE” We purchased a pool complete kit on June 30, 2020 when they called and we talk after purchase we were told that we would be getting the tracking information in about a week. We never received a call or any tracking information tried multiple times to get a hold of him. Jay then told us that we were told that they was all on back ordered, then we could expect delivery of our pool on August 3 to 13. Then they said if we cannot wait they understand and would refund our money. On August 3 still no email, so we again sent Multiple emails and tried to call, still no reply. So we sent another email requesting status and we stated if the pool has not shipped please cancel our order. We was told once that it was due to shipping delays, we told him that we would drive up there and pick it up, Jay told us he does not allow that due to COVID-19. We want our money back not reply sent three or four emails still no reply trying to call left messages no reply. Then we get another message from the company stating it will be the end of August I replied and told them Just cancel we want our money back no reply, still no reply. We called my bank told them what was going on They wanted us to file fraud complaint! For selling items that is listed in stock but not in. I told him I did not want to do that I just want our money back. After three weeks of emailing calling leaving messages finally getting a an email from Jay which is a very rude person. Say thing like in a perfect world, perfect this and perfect that. I told him we just want the order canceled! I don’t understand why it is not being canceled we want our money back. Finally 3 1/2 weeks after telling them the first time to cancel our order. Very rude Jay told us our order was canceled, now three days later it still shows our order is being processed. They did tell us it could take up to 20 days before we receive our refund, why? When they can take the money out as soon as we place the order, why does it take 20 days to get our money back? I believe they just say whatever they want to get your money. They make you believe that they are a Christian-based company, that use Bible verses all over their website. They lie to you so much, how can they be a Christian-based company. So here We are almost 3 months later when promised a pool And having to pay for a loan! When we don’t have the product. Now are they going to pay The loan payments, NO! Are they going to pay for all the dirt work that we had done for a pool that was promised, NO! Are they going to pay for having the dirt work redone after it sit there For three months, “NO”, and now it has to be reworked, NO! Yes we are very mad, about this! We do believe this company should not be in business! We believe this company should take all the Bible verses off their website because, they are not “Christian-based”, we believed if they was a Christian-based company that would they be honest to you, and tell you at the beginning they are not in stock, and it could take 3 or 4 month! Besides that, after we made our purchase. Now on their website they have warnings that it might take a couple of weeks longer. Where is the couple weeks, why wasn’t we told that it could take months. Then we found out another couple at our church also ordered a pool from this company and they are getting the same runaround as we are. If you cannot get Items, why are You trying to sell the items? Other company websites has it listed out of stock. So they are selling items they do not have in stock they do not know when they will be back in stock. So “BUYER BEWARE”, do not buy anything from FAMILYPOOLFUN.COM THIS COMPANY WILL LIE TO YOU! We have kept all of the emails from this company and the couple of text messages they sent to us! So, now when people ask us about purchasing a pool. We tell them to not us them, and we tell them why. We are also, more than happy to show them the emails messages if they want to see them!

FILING A COMPLAINT WITH ATTORNEY GENERAL'S OFFICE Ordered pool in May after speaking with Jay and being told 3 - 4 week delivery time. Looking forward to having a summer with the pool to social distance and enjoy with my son. Many calls and emails to find out why my pool had not arrived as promised. On 7/22 received an email stating that my liner would come in a different shipment. Tried to call, still no answer. Pool arrived at the end of July. It had been completely destroyed by what seemed to be a forklift. Boxes busted open, loose parts everywhere, broken parts, all annotated on the delivery receipt and took pictures. The busted boxes did not have a packing slip, so I did not know if I had all the parts to assemble the pool or not, even though liner had not arrived yet. Called, emails, texts, no response other than a generic response that says someone will contact you. They never did. Finally, I get a call on 8/17 from a Pam Hunter. She sends me the packing slip and I now know that I am missing a bunch of parts and some are broken. During this entire time I am sending emails, texts and leaving messages saying how disappointed I was and that I had now missed the entire summer. I finally get a call from Jay, and instead of him being apologetic for his companies tardiness, he gives me a bunch of COVID excuses (which I would be more empathetic to had they only been a little more transparent and communicative throughout the process). The phone conversation was very heated, and as I complained about his company and all the ways they fell short of even decent customer service, he called me a teenager and yelled that I wanted something for free and other insulting things. We agreed on a refund but I have not heard anything from them. Again, no answers to calls, texts, emails. The crazy thing is that I believe his brother Jeff is a member of the House of Representatives. Please people, file a complaint with your Attorney Generals office, contact his brother Jeff Backer with the House, BBB, Don't let them get away with this.

First of all access to Customer support is poor at best. Second we bought a an above ground pool deck and it was delivered damaged. We opened a ticket with Customer support and heard nothing. Installer though perhaps it was used not new. So buyer beware, not much more I can do but leave this review.

Worst company ever. Customer service is nonexistant. I placed an order for a pool liner over two months ago. My credit card was immediately charged. I emailed and called repeatedly and got no response whatsoever. I finally contacted my Credit card company to dispute the charge two days ago. Family Pool company contacted me this morning via email : Jay (FamilyPoolFun.com Support) Sep 13, 2020, 10:14 AM CDT Hello Thank you for your email. We had to stop the order as you filed a chargeback. Have a Great Day! Thank you Jay Backer 320-695-2899 Absolutely unbelievable! Update 9/13 @ 1:00pm Now Jay has resorted to copy and paste answers to emails. I did not order a pool and had no kind words to him or the company in any email. Yet he sent me this response after I emailed him back informing him of his horrific business practices: Hello Melinda: Thank you for your email. Because of the chargback we had to stop the order as we assumed you did not want it. It has been the most unusual season. At a time when we are navigating so many obstacles with state restrictions,social distancing requirements and manufacturing issues caused by COVID-19, nobody was prepared for the season we are experiencing in the industry. While it is taking longer than we would like, we continue to work through orders as soon as we can. The manufacturer that produces the swimming pool you ordered has missed the delivery date to process your order as we were promised. Inventory is limited across the industry as a result of the COVID shutdown. We sincerely apologize for this inconvenience, and thank you for understanding. We are working hard 7 days a week, even holidays. Personally, I would like to say thank you. The understanding and supportive comments we have received from so many of you have helped us continue to work tirelessly during these demanding and challenging times. Your kind words have reminded us why we do our best every day. Thank you Jay FamilyPoolFun.com I'm wondering if any of the positive reviews are real???

Watch out. This vender cheats. They present different item in advertisements and ship you totally different low quality item but charge for the one you ordered. I ordered Blue Wave Pool closing Kit and payed the price and shipping and handling charges but received kit made by nu.clo.

I’m writing an update on a review I had written. So like most I was charged for an order I placed but had an awful time trying to find out what was going on with it. After countless calls and emails I AM HAPPY TO ANNOUNCE that Jay and his team reimbursed my money today!! It did take awhile from start to finish but they did come through.

Took over $4000 in May. All we keep hearing is two weeks. Two weeks. It's October. Our pool is supposed to be here this week. Yeah right. Have been gathering all documentation and have turned it over to our Attorney General. Asked this scam of a company for the original order so we could see the date they actually placed it and obviously they won't provide it. Next stop, lawsuit. These are the absolute worst people with the worst business practices. They don't care though. They keep lining their pockets. Disgusting company. Have told everyone we know to stay away.

Very poor customer service! I oredered a pool coach late one night. The next morning I decided that I did't want it so I emailed the company. "Jay"responded and assuredme that it would be cancelled. Several weeks later I get the item delivered. I have attempted to return this for 2 months now. I keep getting the run around from "Jay". I am fed up!

If I could give a business a negative star, this would be the business. I do not recommend. We ordered a slide that was over 2k online through their website. The moment you order, the customer service is non-existent. Their online tracking function for the order does not work. After 1.5 months delay with no feedback from the company, I messaged them via email...as their website advises to only email about your order. No response after multiple messages and MANY days. I went onto their Facebook page and messaged the company. Again, many days later I finally have a response through messenger that they are looking into it. Again days later, they send me an email that the slide was going to be upgraded since the original order was no longer available. A summer has practically went by waiting for the slide, I immediately agreed and the last email on 19 AUG was that it was being sent out. Fast forward to today. I call this morning and ask about the status of my order. The woman didn't know and was to call me back. No one called all day so I once again phoned their company to see what was going on. They attempted to tell me to email their online tracking group. When I declined they are unresponsive, the owner got on the phone and gave me a story that the upgraded slide was sent to them with a broken piece and last week they were supposed to contact me to refund me. This company is unreal with poor customer service and even poorer excuses. Steer clear of unless you want to spend your money and never see a product.

Got totally scammed by them. Took my money, never shipped the merchandise . Emailed them, no answer. Called then, no answer or another promise of another two weeks. Then had to prove to my credit card company that they scammed us. Fortunately I had all the proof.

I placed an order over a week ago. I am supposed to be contacted by the company before the order is processed. I can't get through to the company via phone as it goes to voicemail and no one replies to my calls. I have sent several emails as well with no response.

I would like to know when our order will arrive. Also I emailed my husbands military information for the the discount. However not sure if you have received the info. I know was not able to imput when I ordered.