Jessica was extremely helpful in getting me information I needed on a previous purchase. She was patient and took the time to look up the records. Thank you Jessica! read more

I love this Namco! The sales staff is always friendly and really go out of their way to help you find answers to your pool questions. I brought in a salt water generator and had attachment issues to my sand pump and one of the staff worked for about a half an hour just trying to make sure what I had would work. I appreciated the attention to detail as well as the friendly attitude. Thanks again Namco! Even though this one is 25 mins away it will be my go to pool store. ~Jess read more

Namco is trying to redefine themselves as a higher end pool store, but they are still Namco. They hire people that not only don't know pools, they don't even know the store. ALWAYS understaffed. There are only prices on about a third of the merchandise, yet when you want to ask a price, there's nobody to ask. Even when you try to pay for merchandise, their computers don't show the prices until you pay and receive a slip. In my opinion, Namco has gotten worse and worse over the years; time to start shopping elsewhere. read more

So after 3 years of horrible service and knowledge. I have decided to give Namco that claims to be Under New Management a new try. So tonight I was looking for a pool cover I called for some knowledge as to what size I needed the girl Jax, whom answered the phone seemed aggravated with the questions I was asking. On top of it she was unknowledgeable of the information she was trying to give. At one point in our conversation she handed the manager the phone and said "take care of this person she's erking my last nerve". She was extremely rude once the manager answer the phone I explained how rude she was and he said she would be reprimanded. He was knowledgeable even regarding the situation I sent my daughter down to pick up the pool cover I was told it would be one price over the phone, and when purchased it was a different price. Got it home and unfolded it and put it on the pool after getting it on the pool I realized that the seam around the outside was ripped. I tried calling the store at 4:50 and no one answered even though they don't close until 5. The pool cover is on couldn't take it all off as I'm going away for a few days it needed to be covered I will be calling the store tomorrow to explain that I would like a new pool cover not sure that they are going to reciprocate as dealing with Namco in the past they are horrible with warranting their products. I am not happy with the purchase I was not happy with the customer service and after resolving this will stick to my gut and never go back. The pictures below show the poor quality of their products. Cant figure out how to post pictures if interested please contact me and I will be happy to show you. Stay tuned as I will keep you all updated as to how Namco handles this. read more

Horrible customer service, bought a pool from namco and was given an installation date for 1 month later but they never sent my job and many others to the installer so he is booked past the "window they claim to have with him" here I am 4 months later with a pool sitting in boxes in my yard and all every namco employee including the corporate office which I called and spoke with 3 different employees also spoke with many regular employees & assist manager all who say we will look into this and call you back or that they are waiting for a call back from the installer so I called the installer myself and he returned my call the same day, I've been dealing with this for more than a month now and 6 to 8 different employees can't get ahold of 1 person, funny how fast I was able to get through and he said NOT 1 PERSON FROM NAMCO CALLED HIM! They just keep lying and stringing people along because after all they already got paid so I guess they don't care to make mistakes they made, right with customers. I would not recommend buying a pool from namco but if you do, save money and get your own installer because they also keep some of that money!!!! Just to be clear I still don't know when my pool will be installed. read more

I purchased a new robot pool cleaner last year. Had it less than a year when one of the wheels fell off. I submitted a claim with the manufacturer but the claim was denied.because the receipt indicates the unit was refurbished. We were never told it was refurbished. When we called Namco they said they don't sell refurbished ones. I asked if I could return it for credit towards a new one and was told no. I asked to speak to a manager for several days but kept being told she is in a meeting and will call back. 3 days no return call.Jan from customer service is extremely rude and not willing to try and work with us to resolve the issue .Not good customer service at all...they take your money and then your on your own. read more

Quite possibly the worst customer service I've ever encountered. Hold times in excess of 20 minutes, if they don't hang up on you. Not terribly helpful. It seems as if they don't have enough people staffing it. Don't expect to speak with a supervisor, they're never available. You're better off elsewhere. read more

I bought my pool from the Rocky Hill store a month ago. After installation I had several complaints about how the site was left. I understand that the installers were going to leave a pile of earth that was moved but they actually left piles of 4' x 4' sod all over the yard and around the pool leaving with us with an enormous job to do. This has ruined my lawn in areas not related to the pool area. The installers left a pile of sand in my driveway that we had to take care of. In addition, the area they dug for the pool was done so badly!! I complained and showed pictures to the Rocky Hill store and they agreed this was a bad job. They forward my pictures and information to corporate who told me they are not responsible if their installers do a bad job and the landscaping was our responsibility. The woman was very rude and hung up on me as I was explaining. I think this company is run by inexperienced people that really don't understand customer service. Once they have the sale, they don't care. I received very inconsistent information on how to care for my pool after water was tested. I did not receive all the items that were promised in our package. I received a ladder which had no hardware and no instructions. Overall I am not a fan of NAMCO and will purchase my products elsewhere gong forward. And one more thing.... I have been to the Rocky Hill store about 8 times and each time used the restroom. It was beyond disgusting. Filthy toilets, no paper towels, no TP and no soap. Every single time. Gross. Do the employees wash their hands? read more

Seeing as how it's coming on pool season-finally-I'm going to save Yelpers looking for a carefree swim a ton of waterborne heartbreak. If you live anywhere near a Namco facility avoid them like a watery plague. Purchased a pool from Frederick Md last year and I should have just put a gun to my head and burned 1200 bucks for all the agro it caused and still causes. Readers digest version-Pool install #1-next day, liner falling, walls buckling and coming away from supports, pool floor full of dents and divots where installer didnt prep properly. Install #2, brings different liner from one purchased, cheaper quality, multiple seams on bottom and to sweeten the pot it leaked. Once again bulging walls, wet sand ,out of round.Try to call installer, who surprise surprise, has disappeared. Contact Namco, another ring of Dante's hell. They deny responsibility, saying the installer, from whom I purchased the friggin pool in the Namco store was not an authorized employee. Huh, you mean I bought a pool from some random guy who wandered into the store?Told me to contact warranty holders. Walls warrantied by Asahi, a Jap company, all correspondence-4 e's, 4 snail mails, not returned or returned undeliverable. Liner by Swimline. Another FUBR, denied replacement because they only warranty seams and we couldnt be sure where the leak was as sand beneath was wet half way round. So one year later, we have paid for pool-had to or stellar credit would be impacted-(credit company handling Namco accounts filled with the Nazi credit people)and must now buy new liner and get someone, not a yaboe, to reset pool. So if you should have some sort of retail breakdown and decide to go to Namco, take my advise. Take the dollars you would have spent, fill your bathtub with it and dive in, safe in the knowledge if you avoid Namco you will also avoid,- insert term here that jail prisoners often refer to as having sex. read more

It's almost a bait and switch thing. Offer free shipping on a winter pool cover, then oh were going to charge you a $9.99 handling fee. What a joke, read more

We recently had our pool water tested and we would never return to this store for testing. Two of the three employees didn't know how to run the test equipment (although one certainly thought she did, with quite an attitude at that!). One of the girls seemed new and was very kind, polite and humble, but when she asked one of the other girls for help the smug one told us we needed several bags of salt which really surprised us because we had thought it might be high for salt if anything. She muttered some sort of comment that we were only customers and didn't know what we were doing. Turns out she didn't know how to use the salt tester and never even took the cover off the testing tip. When the third employee came along (knowledgeable, but noticed she didn't always treat other customers nicely) our pool then tested very high for salt!! Sorry,we have no confidence in this store location. read more

hello I order a pool package on the website on May 22, 2016. I was given a delivery date of June 10 2016. On June 8th I called customer service Number because I had not heard form you on the delivery time and I wanted to have area cleared and ready for it. The Installation company I had schedule to set up pool was coming to set up On Monday June 13th 2016. To my complete disbelief when I called your customer service dept I was told not only was it not going to be deliverd on the 10th, but you did not even have in at the wharehouse. I was told it would arrive at wharehouse on the 13th and be shipped out soon after. That I could expect delivery maybe around June 21, 2016. After a very frustating call with a very unhelpful customer service rep. I then called my Installation company to set up new date and time. Was informed that I might have to pay fee for change. This pool was ordered in May because it was needed to be set up by June 25th for my child's birthday party. She wanted to have a pool party. When I was given June 10th as delivery date and we went ahead and sent out invites for her party, thinking 15 days before was engouh time for set and such. When I informed the customer service rep of this. She was very rude! I then called on June 14th to see when it would be delivered, to my surprise I was told they did not have it yet. I called on June 16th was told in wharehouse but not gone out for delivery yet. They then told they could not give me a delivery date just some time next week and they would not even give me info on who would be delivering the pool. Now we don't even know if the pool will be delivered and set up in time for my child's Birthday. read more