Dec 2024 my pool sweep broke. I contacted this Leslie Pool store and spoke with Eric. Eric was super helpful and had me bring the sweep to the store. He was very knowledgeable about the product and suspected the cord was malfunctioning. He provided me the info to determine if it was covered under warranty. I then dealt with manufactures over the phone that wasn't much help. I then spoke with Tieryn at this Leslie pool store. She was very very helpful and great customer service. Bottom line is Eric and Tieryn assisted me in getting the warranty coverage and replace the product with no hassle. Their knowledge of the product and outstanding customer service is worth me doing this Yelp review (which I rarely ever do. I would HIGHLY recommend this store because of their great customer service and prompt attention to my needs. Thank you Eric and Tieryn. read more

Treat your customers better. At least act like you care. We bought a pool 13 foot round on sale. Set it up in June and noticed it looked like patches on the bottom. I thought maybe it was made like that. So a month or two went by and it started leaking. Up too 1.5 feet a day.My family started complaining about the high water bill. Do I called Leslie's pool were I bought it and he couldn't find the purchase in his data base. I didn't anymore have the receipt but I had my bank statement that I bought it there. I took the pool to Leslie's were I bought it and Eric the manager said he did not care. If I did not have Leslie's receipt there was nothing he could do and he did Not Care! Worst customer service I have ever had in my life. I said how bout I leave it here for you and he said he would call police for terrorizing Leslie's.?so I left very unhappy and ruining my last weeks of summer He would not even look at it. read more

Never imagined I'd be a pool owner again- at times it can be a daunting task... but- here we go again. Went to Leslie's Pools last week- a protest was going on, so getting to the store at that time was a little unnerving- but the store was in full operation mode. Staff was very professional. Store manager, Taylor was very friendly, helpful and professional. Taylor educated me on the importance of running my pump 6-8 hours per day (Whaaat? This wasn't something I did with my last pool which might explain the fungi)... I purchased the green to clean shock therapy- so far it seems to have done the trick. BTW- the store looks so much better than it did a couple years ago. read more

Leslie's Pool Supplies - Crystal Clear.... - Hot Tub & Pool Near Me - Santa Rosa, California

I've had two experiences in the last couple of weeks with Leslie's and I needed a small part that I was hoping Leslie's would have and it was 10 minutes before they were closing and the door was locked and there was a guy staring at me, saying that they must've had 50 of those parts when I asked him to come to the door and he wouldn't help me. So I came back the next day with my girlfriend and they did not have the part that I needed which was just an O-ring and my girlfriend asked a very simple question. She asked when we use our test strips. It shows that our hardness of our water is extremely hard and is there a way to make it softer and we have a swim spa not a pool. The guy who was working looked at her and said I've never heard of any way of softening the water completely uncalled for the way he said it to her. So I asked him well what should we do and his response was to drain the spa out a little bit and then fill it back up with some water from our hose. Then he changed his mind and said well since it's just a spa you should drain the whole thing out and fill it back up. So that's when I told him well do you want me to dump out 1300 gallons and then fill it back up with the same water that I filled it up with. When I said that the guy asked me if I was using well water which I am not I live in the city of Rohnert and he said there's no way we would have hard water because Rohnert Park doesn't have hard water. Not everyone knows what they're talking about when they get a pool or a spa and I will say there's a gentleman in there who has long hair and he's the one who was not very nice to my girlfriend, and then there was a gentleman who had a shaved head and he was very helpful. But unfortunately, the experience proved to be very lackluster and not very pleasant. Especially for my girlfriend when she's asking a question that she obviously doesn't know the answer to. That's why you're be nice to all your customers. read more

I was in need of a backflush Valve rebuild or replace, Leslie's only solution was a new filter! Utter waste of resources and a feeling that they don't really concentrate on repair but selling new equipment. Real waste of my time, time i could have spent looking for a filter repair service!9 read more

If I could give negative stars, I would. This location never had anyone out In the store or service area visible. Every time I've had to stand around shouting hello hello then Someone comes out several mins later. I went in and had questions which Mark, the manager, couldn't answer but to tell me that only their product was superior and it didn't matter what I already had. I had indicated I wasn't interested in buying product if I already had some. Despite this, he tried to force me to buy the leslies shock but doesn't know the difference between active ingredients in different products. Just says theirs is 99% nad superior to all other product. Feels like a pushy salesman vibe. He talked me into buying a conditioner. When I spoke to another pool expert immediately after I left the store, I found that I didn't need this product and it could cause a problem that's hard to fix. I was told I could return the conditioner and get my perk rewards back that was used for part of the purchase. When I arrived at the Santa Rosa location to do return, Mark tells me he can only refund what I paid and I don't lose anything. When I mentioned the $22 perk I would lose due to returning the product and I would lose my reward basically, he didn't seem to care and just said he would process return and I can call customer service. Customer service was closed at the time so no way to contact. Another issues was When looking up my account, he kept asking for info that I gave when I signed up for their program. I was curious why it wasn't there so I asked why he was asking for info again if it's in computer, he ignored my questions at least 5 times, never really answered me then became snippy with me. Not sure what was going on since he never told me. I told him that The Rohnert park location said I could return and not lose my perk so I would go there to process my return. I headed toward the door. He then started yelling at me which I couldn't make out completely. I was shocked. As I got to the front door, I turned around to hear him scream "get the fuck out of here" in front of other customers. I was in such shock at that moment, I just left the store without a word. I had never raised my voice nor yelled nor cursed at him ever, not that day nor any previous interaction with him. Is he completely unhinged? Not even sure why he is so angry. Did he not like that I was going to their sister store? Not sure at all. That's completely unacceptable. Another time, I had come in and spent over a hundred dollars, They didn't even ask for my rewards account and instead put it under Their own store account so I didn't get credit. In order for me to get perks for the money I had spent, I had to return and rebuy. I spent about at least $400 in the last couple weeks so it's not like I wasn't buying stuff from their stores. This store has horrible customer service, lacks communication and true knowledge of pools. RUN from this location. Go to Rohnert park or another pool store. Mark is just a salesman, that's all he cares about or knows. He just repeats himself without being able to explain anything about the chemistry of the pool. As a first time pool owner, I have questions in getting everything set up correct and don't expect them to refuse to answer questions, say they don't know to everything or scream and curse at you unprovoked. Stay clear of the Santa Rosa store. read more

Needed help with my Polaris 280. Back up valve had split apart, I'd purchased a new case but needed it replaced as I do not have the hand strength to take it apart. I'd hoped it could be changed right then, but Kyle told me that there were others before me and I needed to leave it--no time line or pick up date. I heard nothing from nobody so after 2 weeks, I called and nothing had been done. I called again and Pam then said she would look at it. Again, I was given no timeline and heard noting from nobody. I called again after about 5 days and nobody had done anything. Pam said my polaris needed lots of parts and agreed to fix it by the next day. I came to pick it up, paying over $300 dollars. I brought it home and attached it to my pool. The tail, which had been fine before started manically flipping and the Polaris started gong in small circles in the deep end--sweeping and cleaning nothing. I brought it back in to Pam who said she did not know what to do and recommended Kyle look at it the next day. She did not call me so I called. He apparently did not show up at work the next day, and she promised he would look at it the next day. The next day I received no call, of course, so called and, of course, no one had looked at it. Kyle said he would look at if before closing. I drove there at 4:30 today and Kyle was working on it, replacing and adjusting things Pam had done and charged me another $100+ for parts, etc. It now seems to be working just as it did before the back up valve split and was replaced by another I had purchased on amazon. This is singularly the worst service I have ever received. Although Kyle and Pam meant well, only Kyle knew how to fix the Polaris and had no time to do so. Do not let Leslie Pool Supply fix your equipment. They are incompetent. Shame on the owners of this business for not having qualified technicians to fix pool equipment or giving those who have skills time for repairing. This appears to be a rather horrible business. read more

Received excellent service from Chris. We are first time hot tub owners and were unsure how to get started. Chris was really knowledgeable and took time to write down step by step instructions. They were really easy to follow and we have really been enjoying the hot tub ever since. He has also been really helpful with our water readings and adjustments as needed. read more

I have had good experiences with this place before. I called in today to ask a couple questions about my pool and I couldn't even finish my sentence and the guy would cut me off, I asked him about two different products and before I got 3 words out he cut me off before I could finish what I needed. i still don't think he actually knows what I was calling in for since he never listened. I don't like to leave negative reviews but man this guy was rude. I'll go somewhere else read more

Poor service, pushing product not required, and then argumentative when trying to return un-needed items...what a joke...stay away Go to Sunshine Pool and Spa near Mark West Springs Road and Old Redwood Highway -- family owned and operated -- 5-star read more

I went to see if they had any thick, foam floats, and to hopefully get 2 for less than full price. As luck would have it, I left my coupon at home. I asked Chris what they had & if any were discount-able without my coupon. He was helpful & showed me the mailers they had out now, also saying they don't always know what corporate/headquarters have as Specials On Sale - there was a Special going on, so I got 2, with the 2nd one HALF OFF! I never would've known this if it weren't for Chris. Thanks Chris, you made my year!! It's always great shopping here! Allison read more

Personally, I had a very good interaction with the person behind the counter. He was super smart, very knowledgeable, and took his time with me and the other customers to make sure everyone was well taken care of. I'm pretty sure this is a well run and upscale business. I know people and I know sales, and I was impressed with the quality of service and the behavior of employees. Anyway- Lots of supplies, easy parking....seems like a great place to me. read more

Horrible customer service, I went this afternoon to get more info and buy some products for my new pool, I don't know anything about pools chemicals and I came to ask what to use what to buy, how much to use, I brought all the chemicals that came with my pool to see if those works properly, the gentleman so rude since the beginning, he was keep saying that he don't now anything about other products and I told him more than 3 times that I'm want it to buy theirs products just wanna know what to buy, he was responding me, all you need is to keep your pump clean and I'll keep it clean! What kind of answer is that!! At the end I ask him about the test strips and I want it to know to used it, he said.. look the instructions!! Pretty much he didn't know anything about pools, he was having a bad day or just he was being an asshole. Never going back again, was not helpful at all, what a customer service you guys have, I wanted to buy your products a new pump and he was just not helping me at all... read more

I went into this location on 7/15/20 (I usually go to RP) and witnessed a public freak out of epic proportions by another customer over refusing to wear a mask inside the store. The store had a 4 or 5 people inside and only one employee to help them. His patience and ability to keep his cool with this guy was a sight to see. The customer came in with no mask when Chris (?) told him politely that the store requires everyone who enters to wear a mask for health/safety precautions. The customer freaked out calling the employee every name in the book and was literally stomping his feet as he was yelling at him. Us other customers were extremely nervous and just stood there wondering what to do. Chris not only stayed calm the entire time but was able to talk the guy right out of the door. He apologized to us for the outburst and continued to help us like nothing had happened. I applaud him for taking that sort of abuse and still be able to laugh and ring me up for my purchase. That guy definitely deserves an award/raise/free lunch or something for putting up with customers like that. Props to Chris for keeping his customers safe and for defusing what could of turned into a scary situation. read more

I've been going to Leslie's Pool Supply in Santa Rosa after trying all the rest for about 5 years. I went in this morning, on a Saturday, and there was only one guy working in there. The place was very busy. His name is Kyle and I believe he's the manager. I was amazed at how efficiently he was able to take care of the entire store on his own. He's certainly an asset in knowledge, patience, service quality, and in being able to multi-task under pressure. Although I think they should give him some help, as Saturday in March seems like a busy time to only have one guy. I like the new store location by the way. read more

This is our first year with a dough boy pool and we have no idea how to treat it. I went in to to have them test my water and guide me on the next steps todo. Sam was the young guy who helped me was knowledgeable and patient with me as I asked a million questions. He Showed me where everything I needed was and gave me step by step directions on what to do when I got home. This morning my ph was still high so I called in and talked to Pam . She walked me thru on what todo next and was a absolute rockstar about it. You guys rock ! read more

My filter broke and they helped me order the part for my incredible old filter. Not only did they order the part they told me I could bring in the parts of the filter and if they had time would put it together for me. They did this for me and probably saved me a couple of hours. They also offer free water testing of your pool. The team (Kyle, Colie, and William) all were incredible helpful and my pool is now on the way to becoming crystal clear!!. Thanks guys for going above and beyond!! read more

Kyle continues to offer educated assistance and thorough explanations...my pool is in top shape because of him!

Extremely rude and terrible customer service! I went in to get a starter kit and some direction about how to deal with algae growth. The guy at the counter told me I would need to bring in a sample. I asked him if they had a kit so I could test myself. He threw a kit on the counter and I asked if he could give me some indication of how to use it. He said instructions were in the kit, refusing to offer any guidance. I asked again for some guidance and he paraded through the store pointing at chemical after chemical. He was very condescending and should not be in a customer service role. I went from there to Johnson's Pool and Spa. They showed me exactly what to do with the kit, walked me through shocking the pool and got me all set up. They had amazing customer service and I will shop there for the rest of my pool needs. I'm never going to Leslie's Pool Supply again and you should save yourself and go to Johnson's instead! read more

Chris made our visit to Leslie's Pool Supply fantastic. We were in for repair to our pool sweep and he took care of it in just a few minutes while we waited. We didn't have to leave the equipment and make the long trip back another time. He was knowledgeable and helpful about how to get our pool back into shape after our sweeps demise. read more

The guys were very helpful- making sure every I was doted and t was crossed. Easy to deal with and know their stuff. Made my pool and hot tub finally a joy. I don't need to go anywhere else again. read more

Bought a solar pool cover with a "5 year warranty", it has worked great. Now, less than 6 months later, it is delaminating in several areas. Brought picture in and to discuss my options. I was informed that the warranty is really nothing, just protects against the major seams coming apart. They suggested that the delamination may be from pool chemicals and/or keeping it on the pool for extended periods. Really? Thought with a local store I would get better service. Next time Amazon. read more

Our new robotics pool cleaner is awesome! The pool never has looked this good and with so little work. The store manager, Kyle, couLd not have been nicer and more helpful. He remembered our names and made sure that we were getting just the right sweep for our pool. Thanks a million! read more

Very complete supply store for your pool or spa. Eveything you need for maintenance plus misellanous extras like goggles, floatation devices, etc. Helpful, courteous staff. Open a little later than others, very convenient. Top marks! read more

All the people are very knowledgeable, and helpful. I am on a well so to get my water clear they could have sold me hundreds of dollars worth of product which they didn't. I have a small enough pool and they suggested it would be worth my while to just drain it and refill with a filter. read more

Purchased some items that I didn't need by mistake and Leslie's bent over backwards to make it right.. even know it was my fault!!! William at Leslie's was great and very professional.. a huge thumbs up for me!! Thanks Leslie's again.. read more

This store on Mendocino Ave in Santa Rosa has the worst customer service I've ever experienced....in any trade! I have ventured into this store on a few ( 4 or 5) occasions the past three years since moving here, and found each one to be worst than the previous. Ignoring people who are in the store to shop, dealing with telephone customers instead of those physically in the store, or condescending comments made to customers are just of the few of the issues I have witnessed with this store in the past. Additionally, I have a friend who has experienced the same issues, so it is not just me. Today was the last straw! I went to this store because of a Leslie's mailer that I received last week.....the prices in the mailer/coupon stated they were good thru Sept 7. OK, great....today is Aug 31. I went in to buy some chemicals (on sale) and a leaf net (not on sale). I found both very easily, but when I went to pay, the cashier told me the chemicals were not at the reduced/sales price. I mentioned the mailer and he asked if I had it....which I did not. The clerk (Travis) was trying to accommodate me and was trying to find a copy of the mailer at the counter, but then another person (I'll assume it was a store manager or lead) said they would not honor the coupon. I left without purchasing anything. Very poor customer service! I will never go to that store again! read more

UPDATE: Oct 11, 2016: This update is to reflect the fact that the company did respond to my Yelp review and sought to speak to me about my shopping experience. So, they get credit for that. Also, as I explained to them, I do acknowledge that the employee may have just been having a hard day. So, I'm updating my initial review from a one star to a two star rating as they are aware now and after I've read other reviews, I can see that I'm not the only customer who posted about their customer service. Perhaps the company simply needed more feedback. In these days of intense competition from online retailers as well as established local retailers, customer service starts with a smile and a greeting. And if the problem was simply that they were over-working their single employee at the store, then that needs to be addressed. Mopping, answering phones, speaking to customers, and stocking might have been the practical limit to that employee. ===================== Original review is below: Upon two different visits & encountering 2 different employees over a years time, I can say that the customer service attitude is pretty poor at the Santa Rosa location. And that goes back to the manager who does the hiring & training. People hire those like themselves so there is a serious problem in the management with the company. They have supplies, but I'm just going to buy at Home Depo or Walmart or online from now on. They act like they are doing the customer a favor. The clerk today screamed across the room at another couple in a really negative tone of voice that she had just mopped the floor. Fine. Walk over & tell people nicely. Don't scream like some troublemaker. No smiles, either. The same poor attitude as the first guy I worked with there a year ago. read more

NO stars actually. Terrible customer service! Tried to get my pool sweep in working order, took it in in FEB (it is now JUNE!), I paid for the repair, but it still didn't work. Called right away to set a repair. Nothing but hassels and messy work, "forgot" to call me back kind of stuff. Waited monts for them to finally keep a scheduled appointment (now APRIL!) paid them in full, the the next day it didn't work again. After a dozen of frustrating calls, where they are juggling clients, confused, & cant bother to look up the repair, they missed an appt yet again after waiting all day home from work. They told me I'm at the bottom of the repair list again for service. Each time they miss an appt. I get put back on the bottom of the repair list, weeks or months away. So here we are JUNE 10th, my pool is green, no working pool sweep, and they "don't know" if dispatch will reschedule, or call them back. WHAT? This is a Business? read more

I'm so disappointed in the rudeness and horrendous lack of service I received from Leslie's Pool Supplies, Service & Repair at the Santa Rosa location. I needed some help with a pool pump installation so I set up an appointment for a technician to come out to a job site where I was installing a pond. It was a simple troubleshoot on a brand new system but they were running a week out so I had to wait. 4 days go by and I received a text message saying that they will be out between 8:00 am and 12:00 pm. I went into the store on Mendocino to see if I could speak with the technician. No, was their answer, and they were unable to give me a phone number to call but they were willing to leave him a message for me. I needed to get a shorter time frame so I'm not waiting in front of my client's house for 4 hours. The clerk at the store was aware of the type of pump I needed help with and suggested I purchase an item that could fix it. I bought the item he recommended and it didn't help! I figured I'd just have to wait for the technician's appointment. It has now been 7 days that I've been waiting for a time confirmation on today's appointment. This morning at 8:00 am, I received a phone call from the rudest woman ever! She said, "I'm calling from Leslie's Pool Service. We don't do ponds!" Surprised by her tone, I calmly told her, "it's not a pond yet, it's still a pool and I only need someone to look at the pool pump to make sure it's operating correctly. What time will your technician be there?" She repeated, "We don't do ponds!" I told her again, it's not a pond yet and they knew exactly what the project was when I booked the appointment. There are no fish or plants, it's just an in-ground pool, completely plumbed with a brand new pool filter, pump and skimmer. Once again, but louder and meaner, "We don't do ponds!" I asked her why I wasn't told this a week ago when they booked the appointment for me. Had I known they weren't going to come out, I could have called someone else. And once again, like a robot (a nasty one), she repeated even louder still, "We don't do ponds! Then she hung up on me! Not one apology for making me wait a week before saying anything. Now I'm behind schedule on my job and furious at this incredibly unprofessional treatment I received from a local Santa Rosa company. This is almost unheard of in our small and very close community. I was shocked, disappointed and rightfully angry that this company would have such a lack of concern for their customers. I buy dozens of pool pumps and filters annually for my business but I will never shop there again. I can only hope that the owner would make an effort to remedy the situation. As of this moment....nothing! read more