Every time I called customer service it was at least a 5 minute wait to speak to a live rep. The first few times I called it auto answered to music. Additionally the shipping manifest/bill of lading Doesn't match up line for line with your order summary. So making sure everything arrived on the pallet was a task. I ended up finding days later the skimmer was missing. But I just had to call in, notify a rep, then wait for them to research their packaging video tapes to confirm. Once they did they shipped one out. They did have the best prices I could find for an above ground swimming pool package of all the internet searching I did. read more

I placed an order over the phone with Royal Swimming Pools and clearly provided the correct part numbers. Unfortunately, they sent me the wrong drain. When I contacted them about the issue, they initially wanted to charge me both a restocking fee and return shipping--even though the error wasn't mine. After some back and forth, they agreed to waive the restocking fee, but still insisted I pay for return shipping. The shipping cost is nearly half of what I originally paid, which just doesn't seem fair considering it was their mistake. I expected better customer service and accountability. Mistakes happen, but customers shouldn't be the ones footing the bill for it. read more

Royal is a wonderful company to do business with. They are the most professional pool supply in the business and their prices cannot be beat. I have bought several pools from them over the years and they were always there to assist me when I had questions and needed assistance. Scott puts his heart and soul into his business and it clearly shows. read more

I have no idea why there are low star reviews because our experience with Royal was awesome! Their customer service team was knowledgeable and helpful. They even helped us with questions on choosing equipment and during install. We are so happy with how our pool turned out and even happier with how much money we saved! read more

Royal Swimming Pools - Hot Tub & Pool Near Me - Memphis, Tennessee

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Horrible experience -- do NOT trust this company. I ordered pool steps from Royal Swimming Pools that arrived damaged, and despite following the delivery instructions exactly--including calling their representative immediately upon delivery to report the damage--they have outright refused to make it right. Their excuse? A technicality buried in the fine print that damage must be written on the delivery ticket, even though I notified them verbally, as instructed. I even spoke directly with their rep Jake at the time of delivery. But now, they're hiding behind loopholes to dodge accountability and are demanding that I go through a freight claim process instead of simply replacing the broken item they delivered. To make matters worse, I received an email from the company president himself, who also refused to help me and reiterated the same dismissive policy. So not only is the customer service team unhelpful--the refusal to do the right thing goes all the way to the top. They offered a "discounted" replacement as if that's a favor, when I've already paid for an unusable product. I relied on their glowing reviews and reputation, and I deeply regret doing so. This company does not stand by their customers or their products. I will be seeking legal counsel and will make it a personal mission to warn others. Avoid Royal Swimming Pools at all costs. read more

Royal Pools does not tell you that you may or may not be able to get a permit to build your pool before they sell it to you. In my case the polymer panels are the issue. Evidently they do not meet ANCI/APSP/ICC5 standards which my state (Florida) requires to meet their building code. Royal says the panels do meet codes in all states but can not get me any documentation to prove it to the building officials. Scott Ledford from Royal pools now tells me they will "swap" the polymer panels for a different brand that is suposedly approved at an additional fee. My other option is to contact an outside engineering firm and pay them hundreds of dollars to get a document that may or may not allow me to finally get a permit. Not sure how they get away with selling a product that is not approved for its intended use. Don't buy one of these pools until you have a permit in hand! read more

Ordered Handrails Royal was out of stock yet charged me full amount $1400 . Been 3 weeks and they have yet to ship or tell me when they will. Canceled order and disputed the chage. Never have heard from them. Maybe out of business read more

I will never be purchasing another pool from this supplier. Nor will I be recommending them for any pool purchase. Many panels came damaged to my residence and took over two weeks to get a replacement panel. Directions delivered for installation were not sufficient and the technical team was not helpful. Directions did not include all components. A majority of the parts and pieces were not labeled. As someone who works in construction as a general contractor, there is a way in which a company is run to satisfy and accommodate customers. I can strongly attest that this company is designed just to push money along and to collect profit margin. Just an absolutely terrible experience! read more

Royal took no accountability for delivery of pool. When SAIA arrived, our two pallets were the last in the semi bed. One was completely disassembled, and parts had been sliding all over. Both we and the SAIA driver thought it best to decline the delivery, but Royal insisted we accept it when we called. We had many bent pieces and damaged boxes. Royal did finally replace the steel pool components after weeks of requiring photos, reports, and sending SAIA inspectors to our house. They gave us very little assistance with matching parts to their item numbers. They were unapologetic. They took no responsibility for damaged boxes. They told us the Hayward pump, cartridge, and skimmer would still be covered by warranty, which I find dishonest. We were unable to receive any discount from SAIA because Royal filed a claim with them before we did. I suspect they received some form of compensation from SAIA and chose to pass none of it along to us. read more

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Scott Ledford is a liar or his sales and support staff aren't trained correctly. I knew going into ordering a pool there could be delays for COVID. This was a $17,000 order so I didn't just hit "submit" on their site. I spoke to their staff in early May, before their warnings were on their site, and wanted to know what was "in stock" and what might be delayed. They reassured me the only thing that needed special ordered was the liner and I'd receive everything else in a few weeks, 3-4 weeks. This whole process took 3 months because the stairs I ordered were not even close to in stock. This decision cost my family much of our summer happiness as originally we were going to buy a lake house. I won't go into how terrible this process was but near the end I asked for a discount. Scott said he'd consider something once I received everything. Ater our build I reached out and they offered $200... Yes, you read that correctly. That's barely over 1%. Near the end I asked a manager to call me, no one ever did. They just want to lock you up in a contract and get your money. In other years, I'm sure things were fine but it's the tough times that really show people's character. Disgraceful and Scott should be ashamed of taking everyone's money, just shut down the orders if you can't fill them and stop lying. Btw, my pool came out amazing, no thanks to Royal's help. I had to make changes after talking to my installer and the expensive pump they recommended didn't go with the control system I had, and had asked about matching up explicitly. read more

Royal Swimming Pools - Hot Tub & Pool Near Me - Memphis, Tennessee

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I wish I could get a real update on my order. It has now been 12 Days since we were given a tracking number and told our order was "fully shipped". 5/9 - ordered and paid in full. 5/11 - chose alternate liner due to delays from original purchase *during this period the shipping date was changed every week to be the following week. 7/6- chose alternate pool kit due to original purchase having no ETA. 7/7- shipped back the original skimmer since it wasn't compatible with our new pool kit. 7/10- sent tracking number and told our order was "fully shipped" 7/16- confirmation that our order was "loaded on a truck awaiting the carrier" 7/22- pool step arrives. No pool kit, no filter. Pool and filter both listed on order page as having the same tracking number. ***ups confirms that all items associated with the tracking number have been delivered. We have had 9 expected ship dates. I absolutely understand the delays, but this starting to feel like we are being intentionally misled. Trying to get accurate information so I can coordinate help with our install for now the 9th time. I will be happy to update this review once we receive our order that was paid for in May. read more

When you purchase a product you should expect to get all necessary information and supplies to build a pool. What they dont tell you is they send you to Schafer Engineering Associates to purchase the building plans that every county in Florida needs. These plans are several hundred dollars and absolutely necessary to build any pool in Florida. Buyer beware, this company is very shady and will not help in any manner to resolve any issues. read more

What you see in other negative reviews about this company is true. They sell you pools that can't be put together with the parts provided and refuse to refund anything that has been opened. That is ridiculous since you can't know their pools don't work until you open and try to build them. They are also only a third-party company, a middle man for the pool manufacturer. They claim that the company that sends the parts is the best and therefore the issue is on you. We hired professional above ground pool builders to build the pool they shipped us, and after three attempts and studying the instructions could not build the pool. They said the parts just did not fit regardless of what they tried. We then consulted engineers who confirmed the pool could not be built with the parts they sent us. After hours trying to get in touch with customer service, they responded that they would not refund the pool, because essentially they are right and we are wrong and they sent us fine parts. Ummm what? Biggest headache and thousands of dollars down the drain. Do not order from them. read more

We ordered our pool in the height of when everyone else was. It was busy as could be expected but since then they have been extremely helpful when I call and ask advice. I had a few things damaged in delivery, I handled it like they said to and it was straightened out quickly. Overall I was impressed with their support and patience in giving support. Wish they would do more how to YouTube videos though. read more

I would like to add an update to our experience with Royal Swimming Pools. After a 6 week battle to get them to send us a new pool wall to replace the one that never arrived they did finally send us a new wall and we built our pool this last weekend. The process to build the wall was terrible with all kinds of issues but some of those we will chalk up to not being professional pool installers. We really wish that your company would provide better manuals and installation instructions because the process to set up this pool was one of the most difficult things we have ever done to our home but that was almost entirely due to lack of direct and clear instructions. Some insights and tips for improvement for Royal Swimming Pools: 1. Send customers a complete itemized list of how many boxes to expect in their delivery and what each box should contain in language the customer can understand. For example: "25 Above Ground" is not a good item description. 2. Allow for a longer period of time in which the client can report missing items in their order. Many people are not able to lay out and account for all items within a week. As ours arrived in the winter during rainy season, we did not have the room to lay out every item in our boxes to account for them for several months. 3. Do not blame the freight company or expect them to make these problems right when clearly you as a company hire the freight company for shipping and if they are regularly not delivering all items in orders you should take responsibility for hiring another freight company. Stop passing the buck. 4. Your customer support needs more people who will not talk down to the customer or be dismissive. Debbie in particular was rude and dismissive towards us and gave your company a terrible taste in our mouth. 5. DO NOT leave customers out of options other than to report you to the better business bureau before taking our complaints seriously. Our first few exchanges with you company about our problem were rudely dismissed and we were basically told "There is nothing we can do to help you!" until we left a complaint on the better business bureau and threatened legal action, at which point you offered to send us a new pool wall. I hope in the future you recognize that your customer satisfaction is vitally important to your success as a company. If you had quickly responded to our complaint and sent us a new pool wall we would be recommending you to everyone we know and left a glowing review stating that even though there was a problem you as a company did everything you could to make it right. Instead, we felt like we had to fight you repeatedly to make this problem right and even though the end result of us having a working pool is the same, the process to get there was stressful and unnecessary. Thank you for finally making things right and sending us a pool wall. read more

Royal Swimming Pools - Hot Tub & Pool Near Me - Memphis, Tennessee

I ordered an semi inground pool kit online 3 weeks ago and have received all pieces including pump, ladder and liner upgrades. Everything was delivered promptly and not damaged. I did not need anyone there to help, I just needed to sign. Very happy with royal pools read more

Royal pools has been amazing to deal with! we bought an entire kit for an inground pool. every step of the process has been easy and pleasant. we are working with Chris S and he has answered every request for info in an efficient and professional manner. Chris was patient and helpful during the initial ordering phase. He advised us on which components to order, he helped when there was a missing item from the shipment and he gladly made an exchange when we changed our plan slightly. EVERYTHING about this order has been as easy and pleasant as can be. I have recommended this company to friends and family. read more

Ordered a slide on July 1. Was told 2-6 weeks to ship. They charged my card immediately but won't give a status update. Order status on their website is totally blank. They removed their customer service phone number. This company is a scam. *Update* Owner replied below. Linked to a contact page that does not contain the phone number he claims (only a fax number). I have several outstanding emails that are weeks old to their support team with no responses. read more

Ordered a pool 5/27 card was immediately charged. That day it said 24-72 shipping delay. 5/29 got an email stating 2-4 weeks ok I can handle that. Then June 24th new dates July 8th-August 19th. I knew there would be a delay but I originally ordered because of the shipping times. I can't get through calling customer service and email last week to no response. Order is under last name Crook. We have already prepping out yard and just literally waiting. read more

Missing pieces from my order have been a nightmare! Some replaced and some not. Hard to identify some pieces due to no labeling on multiple pieces and loose unidentified pieces in poxes or thrown in with panel walls. Thought I I had received everything but did not! pool build reported the missing pieces and am told I am out of luck by royal swimming and need to reorder almost $1000 of miscellaneous coping forms and clip locks which I received only partial order of. I spent $40,000 through them and now I'm forced to spend more money. Had plans to still buy multiple things through them but am looking elsewhere now. I would recommend going to the competitor when $40000 is spent and all you get is a sorry for missing pieces. read more

Save your sanity and order elsewhere. #1 Royal states you have to check the pallet upon arrival. Freight company does not come when my husband is off work but stated we didn't need to be there. Royal rep states "bullshit! You have to check it and they are under contract to check it with you against the packing slip!" I leave work, rush home, receive the pallet.. and there is no packing slip attached to the boxes to check it against. Straps are not on the pallet but we knew that, they had already arrived. 2 bags of filter sand are ripped open (on inside so by Royal) and one is missing. #2 straps for buttresses were shipped separately and were the wrong straps.. which led to unburying and moving the buttress system twice (inward to match the directions in the box we had.. and then undoing them all and back outward when the correct ones were received, 5 days after pool should have been done). #3 pump ships separately. Did not ship on time. Was told multiple times it was coming by multiple reps. According to their reps this is standard for them. I started calling before the pool arrived trying to get it at the same time. When I was coordinating pool delivery I was advised it was about to ship and would come UPS to be much faster to arrive. Pool is not supposed to be built and empty therefore unless you have a pump it's a problem. We had 3 days Memorial Day weekend May 23-25 to build the pool, pump was expected that week. Straps being wrong delayed the build, they arrived Friday after Memorial Day - and the pump was still not present. Or shipped. I found a pump and filter locally for our system the following week with a two day delivery but the owners son assured me they had received mine and it would ship that day or the next. It didn't. The following week it hadn't. It then was loaded for freight delivery of June 12 .. pulled for ups delivery much faster delivery which made sense because I was originally told it would go by UPS. At some point placed back on freight with a date of June 16. I had a bogus freight tracking number. Then a bad UPS tracking number. All because no one told me they had never shipped it - and our pool is sitting with water in it so long we are now struggling with the balance and cleanliness. At this point I am about 20 calls in to Royal, asking for a 10% discount for ridiculous service, being ignored completely and extra costs we incurred because of them. I had been using my legs to circulate acid to lower the pH when climbing - not safe per the directions. We paid a lot of money for services - rush excavating and circuit placement & to hardwire in the pump based on Royals promise dates. Only to have failed commitments with no knowledge of the delay and having to have the electricians service call again. Not to mention the crazy amount of hours digging up and moving things because of wrong parts. Horrible company, horrible service over all. No compensation and write off of money as would be with most good companies. Just an occasional "sorry" and eventually all the parts will arrive. If you buy with Royal you will spend more money and more hours trying to coordinate your build. read more

A pretty good experience overall, from our visit to the showroom to place our order, to the financing, to the completion of the installation. They were able to come do the install earlier than expected. The crew leader was very experienced and knew what he was doing. He had one trainee, and one brand new helper, so it could have gone a little better, but they got it done in 2 days. My only complaint would be that there were items that they didn't use, and they took all that stuff with them. Technically, we paid for that stuff, and they should have left it with us, or at least asked if we wanted it. Would have given more stars if not for that. Love the pool! Charles Wright, Hernando, MS read more

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DO NOT BUY FROM THIS COMPANY. Will easily take your money and has worst customer service. Sent incorrect parts, Royal Swimming Pools could care less. Horrible experience and wish I never purchased a pool from Royal Swimming Pools. Find anywhere else. read more

I ordered an in-ground liner from this company on May 29th 2020. It has not s hipped, they do not answer emails. Their chat bot is a joke. Their online status doesn't make sense. They do not answer phones and they say they will not call a customer if there is an issue. I just want to know what the status is and if my measurements were ok. I paid with my paypal account and I told them that my paypal email changed. Received nothing from them. I contacted Paypal and they suggested giving them a little more time. Are you kidding me I am pumping 25,000 gallons of water per day because the liner was damaged and the pool is built in the water table (Florida). I contacted the manufacturer of the liner and they said they don't understand as there backlog is two weeks. Here is my Confirmation #109549 contact me please!!!!!!!!!!!!!! I am writing this June read more

Please don't buy anything from this place. After you purchase a pool from them they have you. They will not do anything to replace or fix parts that were broken or damaged. This place has the worst customer service Megan Wieland is horrendous to deal with. Everything to her as a customer service manager was a giant joke and she did not care. She laughed and went on and on that I signed paperwork. The paperwork that she loved to repeat was done within 24 hours I have email with date and time on it. They hide behind pictures that only show 1 side of a pallet with 4 sides. The broken part was on another side of the pallet. She did not care. All Meagan and her supervisor Debbie did was lie and did nothing to make the 3 parts that were broken right. I spend $34000.00 and this what I got from. Then they tried to charge me over $1000.00 to buy the 3 broken piece. Please don't buy from this terrible place. They will take your money and hide behind the paperwork you signed. The worst customer service I have ever had in my life. I hope krama comes to both Meagan and Debbie. read more

Ordered pool kit on May 18th as it stated it was in stock. As of Aug. 15th haven't received it nor can I get customer service to return my emails. I haven't heard a word from them except to say it may be shipped Aug. 3rd but that didn't happen. This is the worst experience I have ever had with any company and will never deal with them again. Beware of Royal Swimming Pools!! read more

Hands down worst customer service in all of my internet dealings. Just forget about a return policy as it will not happen you will have to dispute your card as I did. read more

I love this place i have found this place to be very reasonable on their pools i also think they have great and friendly people that work here i have never had any problems with anything at all so i dont have anything bad to say because every thing has been great i highly recommend royal swimming pools read more

Great experience. I had a shipping question and my email was answered within 24 hours. We ordered a 18 ft Intex graphic gray panel pool. Our pool arrived within 2 weeks with all of the boxes securely packaged. We set it up on Saturday and part of Sunday and were enjoying it Sunday afternoon. Just make sure you track the shipment online so you can plan to be home when it arrives. Very happy! read more

I recently purchased an automatic pool cover from them, I understand that they are just the middle man in the process. When I received my shipment more than half of the order wasn't delivered. I called them 3 times and spoke to 3 different people. They were absolutely no help at all, they made no attempt to help me. It seems that once they get the money you are on your own. It's a very poor way to treat your customers. read more

Do not buy from these liars!!! Royal pools made the ordering process super easy. Then it went downhill from there. You will get very frustrated and pissed off at these people.. Please do not waste your time, money and effort by ordering a pool from Royal. They give you several different ship dates for an item that is in stock and keep telling you different stories. They told us we would have our pool shipped out in 2 weeks and the latest we would have it delivered to us was in 3 weeks. Ordered on May 18, 2020 & as of June 24th we still do not have a pool as promised.or even a delivery date. We cancelled the pool because they still couldn't give us a ship date. We finally got through today & they could care less if you cancel. I understand that there may be production issues with the pandemic but we were told that the pool was in stock at their warehouse. Now they say it is still waiting on production. Strongly do not recommend!! read more

If I could give zero stars I would. By far the most unprofessional organization I have ever had the pleasure of dealing with. I ordered my complete pool kit on May 4. It was to include the pool, liner, skimmer kit, pump, ladder and even ordered the bottom pad. I called ahead to make sure the pool was available. Order processed money take. That day. Yay. Yea right. I was told it would be at my house in two weeks. Heard nothing and decided to reach out. I was then told the one I wanted was sold out and I was to be given a free upgrade. Awesome right. Wrong! I was told two more weeks and again I heard nothing I gave them another week. We now were into mid June no pool, my money gone in the wind with no updates and absolutely no communication. I called again and I was told it's expected to ship June 19th should be there a few days after. So I wait again. June 27 rolls around and still nothing. I call and I'm told it's definitely coming. Should be there by the 1st. Hahaha! It came but was missing the ladder which was about $365! the slimmer kit was also missing and of course the free upgrade they gave me sent me a pool that requires a a slimmer that is no longer manufactured. I had to hunt down a slimmer which I had to drive from New Hampshire to New Jersey because the only place was a small pool store that stocked it. In order for my kids to enjoy what left we have of our summer and actually try to get some of my money's worth I spent close to $558 more then I should have because it was stuff that should have come in the complete pool package. Now here I am dealing with this company to at least have a portion of my money refunded. They are claiming they sent ten boxes. I did not receive ten boxes. My elderly mother signed for the package where she said the pallet was dropped off by a shirtless guy driving a budget rental truck. Lucky for her I guess. Now I'm out a chunk of change for a mediocre pool. Well good for you Royal for having the worst customer service in the entire business. You got one over on me hopefully this review helps to warn others. Stay away people! If anybody else who has been mislead or wronged by this company please get in contact with me so that we can file a lawsuit they have used the pandemic to swindle and steal money from desperate parents just wanting to have a piece of sanity for their children during the hot summer months. read more

From the time I called to decide whether I wanted to do business with them due to many poor reviews on BBB site and other sites as well, they convinced me they had the worst possible customer service. "Jake" hung up on me when I asked to speak with a "service manager". Read the nightmare reviews of how they consistently lied to people then would not return their calls or emails. These people are extremely haughty and think they can just do whatever and have no accountability. Don't take the chance; you'll be sorry. Read the Reviews. read more

Awful customer service. Do your research before purchasing a pool. A stroll inside and dealings with their customer service will be enough to take your business elsewhere. Don't waste your time. read more

I ordered our 12 x 24 above ground on May 9th. It took a while to get here, which I understand that it would take longer than normal. Finally get it towards the end of May and I hire a contractor to install everything. They are finishing up when they discover that the filtration system isn't there. A local pool store recommended we chlorinate the water with liquid chlorine in hopes it doesn't ruin the brand new liner. Royal Swimming Pools says the filtrations system was back ordered and "I must be on a list" what does that even mean?!!! I paid a lot of money for a pool that I wanted to have up for my kids and husband to enjoy. Since Royal Swimming Pools could not provide any information when we would get the part needed, we were forced to purchase another filtration until from another distributor which was $300 more then the one I originally bought. Royal Swimming Pools said they would process the refund of what I paid, nothing more. Their failure to communicate caused this mess that I had to fix it and now I am out even more money. It's one thing to be out of the part, but to send everything with no mention of the missing part is unprofessional and no way to do business. Steer clear of this company! read more

CUSTOMER SERVICE SUCKS!!!!! Very satisfied with Blake when ordering our pool, he was quite helpful and pleasant. We received our pool and had only had a few issues with some damage due to shipping, called and unfortunately changed my opinion of this company because of the person in customer service, JAKE. He must have some part of ownership in this company because otherwise I can't imagine he would be allowed to stay employed there. He almost goes out of his way to be unhelpful, try to make you feel like an idiot and frankly he is a total jerk. If you order from this company just hope everything arrives and undamaged because you will waste your time and not get any results with customer service. At least if you are stuck dealing with JAKE. Ronda read more

Royal is one of the worst companies I've ever done business with. Service after the sale is nonexistent. Jake and William are of no help and just blow you off. This has to be a culture set by the company leader. I don't have time to list all of the reasons right now but I'll update this soon. Do yourself a favor and order from a more reputable company. Im fairly certain they are not much more than two guys in a garage. They're simply a middle man that has all the items drop shipped directly from the manufacturer or spp. They do nothing but collect your money and then take no responsibility or liability for anything. read more

Huge shoutout to Christopher Sartain in sales for his exceptional communication skills! I ordered my liner back in late May but the COVID came and put many businesses in a rough situation, including Royal Swimming Pools! I received emails that my order would be delayed and they have the notice on their website. I ordered this liner for my daughters wedding as we are having a poolside wedding at our house due to all the limits and guidelines in place. I emailed Royal Pools on an update and Christopher Sartain kept me updated extensively! I cannot say how this helped relieve my stress on the wedding plans. I finally received a shipping email and am excited to say; my pool liner is on its way. What an unfortunate situation we are facing nowadays and it's important that our businesses survive thru all of this. Many people are losing staff, many are working from home and many manufacturers are just not producing so it's important to understand how this domino effect is straining everyone. Thank you all at Royal swimming Pools for your help! ~Jennifer in Texas read more

Received the pool with a week of the order in florida from ohio. Reviewed all the pieces and everything seems in order so far. Plan to set up this next weekend read more

Fast delivery. Exactly what I ordered. Our dog chewed up our last cover and we bought another identical to the first.