Worst customer service I've ever received. We ordered a $500 pool vaccum from them only to be sent the completely WRONG item. Unfortunately due to COVID they were not accepting calls so I had to email them which was not a problem. I reached out to them the same day only a few minutes after the wrong item was delivered. I received an email back from them the following day, stating that they were sorry and would look into it. By the next day when I hadn't heard back I sent the part back to them and emailed them back asking for a FULL refund. They proceeded to email me back stating that I may be responsible for shipping and a 20% restocking fee. Well of course I wasn't happy about that as I did nothing wrong, they had sent me the WRONG item, so when I wrote them back I explained just that. I received an email back stating that a manager would get back to me...that was 3 weeks ago. The emails have gone back and forth now for 3 weeks, with them basically just repeating themselves about how a manager will be getting involved and to be patient. Well they received the wrong part back last Monday and of course I still never heard back from a manager nor did I ever receive my $500 back from them. Luckily I had purchased off Amazon and I was able to reach out to them and they took care of me right away, GO AMAZON! Anyways if your thinking of purchasing from them DON'T. read more

My experience with Backyard pool superstore was all good. Ordered a pool filter for a great price. Arrived on time as promised, but had a cracked manifold. Customer service rep. was friendly, truly apologetic and made sure they had the replacement part shipped that day, I had it 2 day later, no complaints here. read more

I ordered a Aquabot Jr. Inground Robotic Pool Cleaner. Package was sent very slowly when competitors offer the same product with free 2 day shipping. We got it a week later!! We couldn't get the item to work and asked to return after 2 days of really trying. We were first offered a replacement, then was told to contact the manufacturer. Each email took at least 3 days to get answered. I felt like I had to fight to get an RMA # to return their own product back to them (YES they are distributors, but if you had the product for only 2 days and you are having major issues with it, then I feel it IS their responsibility). I sent back (on our on dime) by UPS on 7/8/2016, have not heard back from the Company and today is 7/27/2016!!!. Packaged received and signed for on 7/14/2016. No refund nor communication to even inform me that they received the package. My original purchase was on 6/14/2016. Like others, I wish I could choose 0 stars. SMH!! read more

I ordered from this store and after over a week of back and forth arguing tying to get my product shipped I gave up. What a waste of my time. read more

Horrible Customer Service On Sept. 23rd I ordered a LM2-24 inline chlorinator. The product is listed as in stock. I saved the org. listing of the product along with it saying in stock. I was charged by Pay Pal for the item as agreed. On Sept. 27th the order was still not processed. I called them and received an E Mail (which I still have) that it should be shipped out the following Wednesday. On Oct 2nd, I sent out an E mail requesting the delivery date. There was no reply back. On October 4th I called, sat on hold for a half hour waiting for customer service and the call was dropped. I called back, this time using the ordering extension which was answered by Chris (Same person that sent me the E Mail) and told me it was still out of stock and they were waiting from their supplier. I thought this was an IN STOCK item. Their web site still lists the item as in stock but at a $50 higher price. Still waiting for their reply and correction to their web site. I have everything documented, copies of web sites, Phone calls, E Mails, etc. read more

Absolute worst business ever! As a business major I am appalled at the lack of ethics of these people. First off they don't even have the capital to buy their own inventory, they are Drop Shippers!! They drop shipped me an item, the wrong item. After informing them a rude man called me to tell me I was wrong!! They refused to take a return and said I need to work it out with the manufacturer. Unbelievable!!! I started to do some research...they have a dozen BBB complaints that were never resolved (last time I checked) I filed a dispute thru PayPal and they forced the company to take the return. Mary from the business kept calling and emailing me, and I never gave them permission to call me. Then they appealed the dispute (reason was not provided by PP) but it didn't matter because they lost the dispute and after a month I finally got my money back. Since then I have reported them to Paypal, and the Florida Attorney General. I suggest you do the same if you have a problem. This is a failing business who does not care at all about their customers. They ingored 4 requests to provide their business license information, which is illegal. These people need to be shut down! So in closing... Chris, Mary, Anette and every one else I had the misfortune of dealing with at this company, I want to extend a sincere and heartfelt F U! I won the dispute you scumbags!!! read more

Horrible experience, Got a 2 Wheel Suction Cleaner from them . The product was dead on arrival and not working . when I have called them back , I was on hold for more than 20 min several times and the system got hanged up . Then I tried the sales extension and they immediately picked up the phone !!! When I mentioned the product was DOA , need a RMA to send this back and get a replacement they gave me the manufacturer's phone number and told me you need to deal with the manufacturer not us !!! When I told them but this is defective out of the box he rudely started repeating in an aggrasive tone " YOU ARE NOT LISTENING , AS I SAID YOU NEED TO DEAL WITH MANUFATURER AND NOT US " read more

Bought a Compupool Chlorinator. It never worked. Told me to call the Manufacturer. I did the Manufacturer told me to call Backyard Pool Superstore since it's under 99 days for a return. Backyard Pool Superstore told me they no longer carried the product. Basically they shuffled me around till their "return policy" passed 30 days. Lost $635 read more

Unreasonable merchant. They charged 50% restocking fee on an unused pool sweep. They are difficult to contact and non cooperative. Read and trust the other 1 star reviews and avoid Backyard Pool Superstore. read more

Ordered a pool light. After waiting almost three weeks with the snail mail they use we got the light and it did not work. Called to see what they could do about exchanging and they claim that you have to go through the warranty company. Don t be blinded if they respond its buyers fault. Package was beat to hell and product box was clearly opened before we received. My guess it was a returned item they sold us. DO NOT BUY FROM THIS COMPANY. Bad customer Service. read more

If I could pick 0 stars I would. I ordered a part and have been waiting three weeks and still have not received it. I have called and talked to many customer service people who were clueless. No one there knows where the part is. I asked for a refund and they have been stringing me along and will not refund my money. I have filed a complaint with the BBB. read more

Do not buy from this store online or through Amazon they sent me a defective chlorinator supposedly new, I took tit immediately to a Hayward service center had it tested and it failed all tests 3 times sent it back and they only refund 50%. This unit never worked 1%. read more

DO NOT USE, shipped a pool sweeper, I ordered a 2 hp pump??? Whiskey Tango Foxtrot? Shipped the pump, returned pump...30 days later still no refund. THIS PLACE SUCKS!!!!! read more

Worst online experience. This business is a joke only a few employees who will give you a runaround and lie to you. Very sleazy. You'll need Paypal intervention to get your money back. read more

The worst! The Aquabot Mamba pool cleaner did not work at all, and when I sent it back they charged almost 50% of the cost as a restocking fee. read more

They do not stand behind their products unless you want to pay a 30% restocking fee and shipping cost to return the item. I purchased 4 sections of vacuum hose to extend the hose I already had. The sections I ordered from them did not seal properly so when you connected them to the vacuum they sucked air. I tried to return them and they said there would be a 30% restocking fee and I would have to pay shipping. Why do they charge a restocking fee for a defective product? Are they planning to restock it and just sell it someone else? Regardless if I had of returned it, I would have got around $6 of my money back after the restocking fee and shipping. So just be sure you read their return policy before you purchase because there are different stages were you pay more or less of a restocking fee depending on the type of return. read more

Strange seeing all the one stars after the exceptional customer service I've received from this company. I ordered a compupool salt system for our pool through this store and it was delivered promptly as promised. They DO NOT manufacture the system but are wholesale agents for many companies. When my system broke down after 6 months, I contacted Cliff at the store and he graciously sent one of his own systems in stock, as I was having trouble with the manufacturer. PS...it's my system and not this company that's the problem. So about 6 months later, this system breaks down just as the first one did. I called Cliff again and asked him for help, as the real responsibility lies with the manufacturer. Cliff said that he'd get hold of their representative and do whatever he could to help me. He emailed about 3-4 days later to say that the manufacturer would overnight new circuit boards that I could have replaced or replace on my own with the enclosed instructions. I received confirmation that they're on their way as promised along with a tracking number. This was all handled in the matter of a week. Cliff was a totally straight up guy from day 1 and did everything he said he was going to do in a timely manner, I guess we all know that pool equipment can be a pain but without Cliff at Backyard Pool Superstore helping me out, I'd be sitting here on my own with broken components. You earned the 5 stars Cliff, and I feel very thankful to have done business with you. Thanks again. RP K. La Quinta, CA read more

I purchased an aquabot jr. pool cleaner and when I received it, it was missing the bag assembly. So I called to have them ship another and before they will even discuss it with me they want me to take pictures of what I received and send them to there online help. In addition to that there is a QA checklist in the box stating that the part was shipped, wrong. Plus the manual in the box is not of the one that I purchased. read more

HORRIBLE customer service. Cheap products. Run like the plague. Just got off the phone (again) with "Jacob" who said he was a manager at Backyard Pool Superstore who absolutely has no interest in understanding nor satisfying a customer. Details: I ordered a small product (8' pool cover water tube) 2 weeks ago along with another item. I wasn't sure if I'd like the tube, so ordered only one to see if it was good quality. It was. so, I ordered the exact same product about 9 days later. It arrived and was a completely different tube - different color (uglier), different material (cheaper), different water valve color (an obnoxious red instead of the nice clear of the first one), and it was made by a different manufacturer in a different country. When I called to try to get a match to the first one, the one I liked, I was told that I got what I ordered. It wasn't their fault because they use different suppliers and different warehouses. Said that to him, I got the exact same piece that I had ordered, both times - even though they look completely different and are of obvious quality difference in their construction. Never again. (Guess they don't care about repeat business or customer loyalty.) Glad I didn't order anything expensive from them! read more

Too bad I didn't read everyone's reviews before I placed my order through Amazon. I ordered a pool heater and yes sometimes when a price is too good to be true BEWARE. I ordered on 7/21/17 a heater, it stated free shipping. When I did the checkout it gave a projected date of delivery as 8/1/17. 4 days later I received a call asking for $50 in freight charge. I said there was supposed to be free shipping, Derrick told me it was not shipping that freight is different and if I didn't pay the fee, they'd cancel my order. So I reluctantly paid and was told my order would shipped and to expect a call for delivery in the next 2 days. I did not get that call and phoned them back on Friday (day 3). I was told to call RL Carrier (the freight co). RLC said they had nothing for me. I was told by Backyard Pool that they'd look into it and call me back by end of day.... no call came in EVER. I phoned every day after that and just got voicemail. I got my delivery on 8/4/17. I was away and when I opened the package it was missing parts critical to installation. I phoned BYPS on 8/7/17 and they said they'd overnight the parts. then called me back hours later to ask for the serial number (for their claim). I didn't get the voicemail until late in the evening and they were closed to phone back. I called this morning and asked if they had shipped the part and was assured the part was to be there today. Nothing as you can guess arrived today. When i've attempted to phone back they must see my number on the called ID and disconnect the call. So I went to their website and did the online chat and asked where my tracking number was, it was Derrick who replied and said all circuits are busy at this time due to we are closed for the day and then disconnected my chat. Good thing i don't have high blood pressure. read more

If your ordering from this store and think that you are going to get all your order within a weeks time FORGET IT! Took them over 3 weeks to complete my order ( not all here yet). They will keep telling you it will be here "this" Friday. They don't care if they get new customers or not. Stay with your current pool supply provider and give them your $$$. This business doesn't want your business. read more

Absolutely the worst store I've dealt with in 58 years. Ordered new pool pump motor Wednesday . They shipped it Friday. Arrived Tuesday. I live 1 hour away from Ocala Fl. Talked to rep. From store and she was googling part numbers to find my seal even though I gave her part numbers. There are no professionals there. They are clueless and just want your money. I should have read the reviews before I made my purchase. read more

I ordered a 1 HP motor and seal kit for my Sta-Rite, Dura-Glass, pump that was recommended by Backyard's Technical Support. My pump did not have a serial number or model number plate. The manufacturer did not securely fasten a plate or imprint in the housing. The pump and seals arrived within a few days. Upon receipt the seals did not fit. I again spoke with Backyard Technical Support who recommended that I speak with their supplier Aladdin. I got Aladdin's recommendation, Go-Kit-54 and ordered it from Backyard as replacement for the one originally ordered. When it came most of the seals were different models and fit than Aladdin's Go-Kit-54 as outlined in Backyard's Ebay ad. Backyard admitted that their kit was not Aladdin and didn't know why their seals didn't fit. The pool pump was down for over two weeks. Backyard said to return the product without solution to the issue. I purchased the four wrong seals in Backyard's kit locally. I would never buy from Backyard again. read more

Be Very, Very careful with this firm. They are NOT scrupulous. In my case I was buying a J&J Electronics Color Splash Pool light and gasket. I found them on Amazon, but was redirected to their internet site. From there I called their 800 number, and ordered the Pool light. We discussed their price being 1/2 of the other guys. Their internet site shows a pool light photo, so I made the phone order. Well the problem was they were sending me a spa light, no wonder the price was good. Why didn't they tell me the $123 was a spa light not the pool light??? They are in the business. Well I got the package a week later, which is fine, and that is when I saw the spa light. I called them and after waiting 45 minutes, they picked up and said I could send it back for a 25% restock fee. I asked them where that came from - the fine print on their internet site even though this was a phone order. Then they also wanted a $10 fee to cover their original shipping. I told them that I would call the credit card company to charge back the order and they didn't seem to care; and, of course the credit card company couldn't do anything, except note the transaction and add it to the long list of disputes so that eventually their transaction fee percentage will increase on all transactions. Another expensive lesson learned on internet orders - stick to the big companies. Probably why they got kicked off Amazon. read more

I purchased an Aquabot Breeze XLS Robotic pool vacuum from this company for $379.99. I received the item in a timely manner. It looked brand new and all of the attachments and instructions were present in the box. We connected the vacuum and started it up....the vacuum hits the wall, backs up, then hits the wall again. After leaving numerous messages over a 2 week period, I finally received a call back. I was told to adjust the slider/axle on the front of the vacuum. There are 6-8 adjustments you can make to get the vacuum to move about the pool. We tried all of them but as soon as the vacuum hits the wall it goes back to that same cycle of backing up then hitting the wall, only cleaning a small area of my 24' pool. I once again left numerous messages over a 3 week period and finally received a call telling me there is nothing they can do, contact Aquabot. At this point we were closing our pool for the 2016 season. I am so disappointed with this ITEM and the LACK of customer service! Currently I would NOT recommend this company or an Aquabot Robotic Cleaner!!! read more

I recently built a billiard room in my home, and my restored Brunswick Gold Crown III table and all the other furniture is mahogany. So I ordered a mahogany "spectator chair" from this store (price - $231.00 with free shipping) based on detailed pictures on its web site which showed a mahogany chair that would match my other furniture perfectly. When the chair arrived, I opened the box and immediately saw that it wasn't even close to mahogany - it was a deep reddish black finish sprayed on some unknown wood. I never unpacked the chair, but promptly contacted the store and made arrangements to send it back. When I inquired, even though it was their mistake I was told that I'd be responsible for return shipping. I wrote back and asked to speak to a supervisor about reimbursing the shipping charge, but never got a response. So I shipped the chair back (since the store only permits returns within 30 days), and that cost me $42.00. When my account was credited for the return a week later, I first discovered that the store had also charged me a "restocking fee" of 25%, or $57.75. So because these jerks made a mistake and/or engaged in false and deceptive advertising (the inaccurate pictures), I'm out 100 bucks, or 43% of the cost of the damned chair. I probably should have kept it and put it on Craigslist. But this store's business practices are shameful, and I wouldn't buy from them again on a bet. read more