Add mine to the list, same as all the others. Ordered a $200 part and a $5 set of screws to hold a light in. I get notices item is being shipped, I schedule the pool guy to swap in the new light the day after they arrive according to tracking. To my surprise only the $5 screws arrive. Now I am unhappily because it's obvious the 1-3 days shipping as claimed on the website will not make it before my night time pool party for the cub scouts. Not great, a bunch of kids swimming in the evening in a dark pool... Unlike others I was actually able to reach customer service rather easily but they were not able to provide any info about my order. The standard "we have notified the warehouse manager" was also given to me as others have stated. It's been 2 weeks now and the webside still says order being prepared for shipment. Requested refund and re-ordered from a different vendor behind an Amazon storefront. At least I will have customer support from Amazon for the next flaky pool business. Why is it that the pool industry attracts the most flaky businesses? read more

Absolutely the worst company ever. I ordered a part from Sunplay. I paid for expedited shipping. 10 days later, and several emails and online chat requests: no reply from Sunplay. They only replied when I threatened to write complaints to the Better Business Bureau and the Federal Trade Commission. If you look at recent reviews on this site, Goo##e, Trust####t and the BBB, you will see that this is a pattern for this company. Don't fall for their "too good to be true" prices. They are not true. If you order from these people, you will wait weeks and will not receive your goods. If you do get a reply, it will just be a stall tactic - checking the warehouse; checking the supplier. None of it is true. I wish I never encountered this company. Nothing but a waste of my time, and my money. My next steps are to file those BBB and FTC Complaints. They have a similar website, Hot Tub Warehouse, at the same address with the same "great prices". This site has similar miserable reviews, and complaints with the BBB for the same reasons as I encountered with Sunplay. read more

Confirmation email says 3-5 business days, it's been over two weeks and I still haven't received my items.

My item was priced very well but I would not trust their shipping at all. I am fortunate that I got my item however it seems as though I just got lucky. They charged my credit card when I ordered item which was supposedly in stock but it wasn't until several phone calls, and 11 days later that it was even shipped. It is difficult to reach anyone and they do not return messages so don't bother trying that. When I asked why my card was charged she claimed it was so they could make sure my card was good as if Discover wouldn't have declined purchase if it was not! Funny how the credit department can run those charges so quick but the shipping dept can't send the product out as quick. read more

Back in late May 2017 I ordered Pool Filters and Vent cap. I received a message from Sunplay saying package was delivered. I anxiously accidently clicked on received link thinking it was tracking info. However, it was only to say thank you, or something like that. I desperately tried calling, emailing, chatting, even left a Voice message numerous times over the course of the week. Waiting up to 1 hour on phone because no body calls back after pressing the suggested #1 to leave a message. NO Response. Finally someone emails me and says they are very sorry, but they are very busy and failed to communicate. Now I have tracking number and find out someone signed for package, but no person in my home has those initials. Sunplay says, they will file a claim with FedEx and will get back to me. No getting back at all and here it is September 21. I have again called and called, emailed, left voice messages and even a chat message. I have spoke with FedEx, and they said "Yes, SunPlay filed a claim and they should contact you". I am beside myself, and completely frustrated and $320.00 poorer for this purchase experience. Apparently they are also operating under the name Hot Tub Warehouse. I just want the claim or the product I ordered. I am so done with online orders!! I wish I that was true, but we know that is how anything most everything is now purchased anymore. Just be leary of who you purchase from and maybe see if they answer their phones or emails before ordering. Best of luck to you all. Greg read more

This online pool service is a joke. No customer service.... Too busy in the warehouse to get an order that is in stock, in 14 days. Call online customer service and as flippant and non caring as I have ever experienced. Use someone else, unless you have a long time to wait and want to call a customer service line that is useless. read more

I ordered online from these guys. The item was supposedly in stock, but a week later it still hasn't shipped, much less arrived. Stay away.

Placed an order over a week ago, not shipped and absolutely no communication. Messages, email and phone all go unanswered. Money was immediately taken from my account and no notice of possible delays in shipping until you call an unanswered phone line. read more

Ordered "in stock" items are not shipped 10 days later. Emails are not answered. Customer service is never reachable.Guess that says it all.

DO NOT order online from this company. I ordered pool chemicals. When they arrived some were wrong. Customer service NEVER answered phone. I have left several messages politely explaining problem and asking for a return call and resolution to the problem. No one has returned my calls. If I could give a 0 review I would. read more

Don't bother with this awful company. I placed an online order with this company, and my credit card was charged in full at the time of the order with a 5-7 day shipping time advertised. After 3 weeks of waiting, I still have not received my merchandise and have not received an email order confirmation or shipping notification. I contacted the company and was told that the 'warehouse was behind' and would get back to me with an answer on when my merchandise would be shipped. I have yet to hear back from them ............ Seems like many other reviews indicate the same pattern of behavior from these clowns. read more

NOT HAPPY I placed my order 7 days ago and it hasn't even shipped yet. I ordered economy shipping method of 5 to 7 days, so it should be here by today at the latest. I also emailed two different times a couple of days apart just inquiring if my order has shipped yet because I'm trying to schedule a service person to install since my pool is getting greener by the day.. NO RESPONSE either time. I hunted down the phone number and called and was told my order SHOULD GO OUT within a couple of days from today, then however long it takes to get here. Terrible customer service. Very frustrating. Wish I would have gone elsewhere. P.S. customer service person said a lot of people think that saying 5 to 7 days means that's when you get it. Then maybe you should change the wording so that you're not misrepresenting..... but then people would buy from someone who actually ships their product in a day or two and not 7 to 10 days, right? read more

As everyone else posted, avoid. Prices are great, but I had to cancel the order due to the extensive time for delivery of online product.

Good price with free shipping. No response to phone or Email when I had questions and wanted to return an item. Avoid

DON'T DO IT! We ordered a part online Oct. 25th that was advertised as in-stock and would ship within 24 hours. My card was charged immediately. Well, after numerous false promises and emails and calls, we finally requested a refund on Dec.9th. I was assured that refund would be processed asap. Well, today, Dec. 23rd, I email again to check the status of my refund. I got a reply that said, "Finance Department should process that within 24 hours." I have ZERO confidence that I will get my $400.00 back. STAY AWAY from these people. read more

BUYER BEWARE! I ordered a solar cover online. I paid for expedited shipping (3-5 days) at an EXTRA charge. Guaranteed delivery date. When it didn't arrive, I went to the order and it shows "unfulfilled." Tried calling cust.serv. They are not taking calls at this time and directed me to email them.The auto response on the email came back that it could take 10-14 days for them to get back to me. They have an online chat on the website that shows active/available. I had it open for over an hour, and no one answered. They charged my cc and now I am disputing it with the cc company. Total scam/fraudulent company! they take your money, don't deliver the product, and have ZERO way to contact them to resolve it! do NOT shop here! read more

DO NOT ORDER FROM SUNPLAY! If you are lucky enough for them to send your parts it will be months later. I never received mine. Look at the reviews for 2019 on google and yelp. Something happened to this business and they went south. Save time and go elsewhere. read more

Horrible experience it's so far been 18 since ordering a part that shows in stock and ship's next day tracking number shows it hasn't moved at all they won't refund my money you can't reach them by phone trying to get credit card to reverse the charges stay away these people are SCAM ARTIST read more

This company will take your money and never send your parts I've been trying to get them to call me back or return my emails for 8 weeks and they won't refund me or give me a status! read more

WORST. COMPANY. EVER!!! I needed a new cable for my Dolphin pool cleaner and started checking around for the best price, Sunplay's price of $195 was about the same as 3 or 4 other places, but I decided to buy from them since they were somewhat closer than the others, and promised delivery within 5-7 days. Further, they said they would send notification when the item shipped. They charged my credit card immediately, whereupon the 5-7 days passed without the item arriving or even any notice that it had actually shipped. When I reached the 15 day point without receiving my item, I began sending them emails to inquire as to the status of my order. NONE of these emails received a reply. On day 18 I began calling them to see if an actual human being could tell me something. THIS might have been the biggest waste of time of all. The phone was answered by a recorded voice, saying all representatives were busy and to hold. Every few minutes the recording would repeat, and add that you could leave a message that would be returned. After waiting almost an hour with nobody answering, I left a message.....NOT surprisingly, my call was never returned. Subsequent requests for a callback were also not returned. So today, since I was pretty much tied to my office, I called yet again and just stayed on hold, waiting for an actual human being to come on the line.....Well, after FIVE hours and FORTY-THREE minutes on hold without a an actual human coming on the line, I finally gave up (mostly since it was time to go home from work). In the end, I just called my credit card company and got them to do a chargeback.....Had I done my homework, I would have found that Sunplay has an "F" rating from the Better Business Bureau, and actually went into bankruptcy last year. Judging from the customer service they provide (or lack thereof) it's pretty easy to see why this sorry excuse for a business is going belly-up. SERIOUSLY, if you need pool or spa supplies, I suggest you go elsewhere....Like LITERALLY elsewhere. I cannot imagine any other company out there could be as bad as these clowns. read more

I used this co once & it was a miserable experience,they charged my account same day i placed he order,after a few days of not receiving a shipping notice,I contacted them by phone,then email.When I didn't receive any response,I contacted my bank & put a hold on the charge,next day I received a response stating item ready to ship.I accepted the item in good faith,installed it,only to find out its dead,no power whatsoever.I contacted the co & was told I had to contact the manufacturer to file a warranty claim,I examined the box & it looked like they sent me a returned item.I would stay away from this co read more

Wish I would've read the other reviews before ordering online from them. Same story as everyone else - called three times and was told the warehouse is behind despite website stating that the item was in stock and usually ships in 1 business day. CSR's were unhelpful and almost combative. After 9 days, I had to cancel my order and go elsewhere. Now that I see all of the same reviews, I realize that this company is not on the level. read more

Advertised 5-7 day free shipping on my order. After 3 weeks, no update and no shipment. After my email to customer service went unanswered for 4 days, I called and was promised expedited delivery. My order arrived with half of my order and no update. Called and waited over an hour on hold before reaching someone and emailed again. No response yet again so had to call again. Finally reached a rep who said sorry it will be coming soon. When I asked what can be done to make this horrible experience right, she said the order will be on its way shortly. After almost a month late, I find this beyond unacceptable. Stay far away from this company who can't be bothered to send you what you paid for nor care at all for your business. I would give them -5 stars if I could. read more

I purchased an expensive pool part on Sunplay's website, and I also paid to upgrade shipping to 3-5 days (expedited). When I hadn't received a shipping notice by the 5th business day, I called the company. I was told that the earliest they'd be able to ship the part would be the following Friday (another five business days), but that was not guaranteed. When I suggested that they should pick up overnight shipping for being so off target, and for making no effort to notify me that the part was not coming in a reasonable amount of time, the person told me that "the company would lose too much money if they did this for everyone who wasn't getting their order in a timely manner." At least they were honest, if not a total failure at customer service. I cancelled the order. read more

This business is a scam. Don't be mislead by their website. They took my money and never sent me my item. I have sent them emails along with leaving them voice messages. Good thing I ordered using my credit card so I will be able to claim the transaction as a fraud. I should of read the reviews on here first before purchasing through this company. These people are scammers. They have so many bad reviews on Google as well. read more

You don't want to do business with these people on the net. Ordered and recieved a Pentair wiring kit, but it turns out the the wiring harness is not long enough to accomplish what I want to do. Neither Pentair nor Sunplay supply a description of the length of cable in the kit. I started with phone calls, but all I got was some lame COVID-19 excuse by recording. Tried e-mails two, maybe three times with no response. Went to my CC company and was issued a refund, but that was reversed when Sunplay fed them a line of bull. Went back to Sunplay by e-mail one more time and wonder of wonders, they responded and issued a UPS return tag. Item was returned on Sept. 9th, and rec'd by them on Sept. 16th. Guess what, no credit issued yet and today is Oct. 23rd. I guess I'll have to go back to my CC company and try again. read more

2 items, near $1k showed available ready to ship. 3 weeks later, still no shipment. Phone call to company, 45 minutes hold they could not offer a ship date. Asked to be escalated and they connected me to another disappointed customer also on hold for issue over 2 weeks. They claim ongoing warehouse issues that are only temporary but in reviewing the ratings, it seems they always have warehouse complaints. I'll be permanently moving my business elsewhere as should you. Notice they've taken down their social media pages - likely due to complaints! read more

While the parts I ordered might have been ok, they were not correct. I spoke with there return dept and got authorization to send them back for refund showing what I was sending only to get half the refund and was told they cant find the other parts. Hint all in same original packaging and box but now they say "sorry we cant help you" and never respond. Stay far far away. Too many others out there with better service and values! read more

Worst customer service around. Did not ship in promised time. I called twice on two differed days to check order after they didn't email me that it had shipped. The first time was told it wasn't shipped but he tried to at least act like he was trying to help out and get it shipped. I called again the next day after no shipping notice only to be told by a rather rude monotone "customer service" that it would be another 2 days before it ships then 7 more days even though it had been 5 days since I placed my order. So 2 weeks to get an order! I will not use them again even if the price is competitive. They charged my card when I ordered and do not wait until it ships. read more

Worst experience ever. We bought a Dolphin from them and the box arrived damaged. We contacted and they said since we opened it they wouldn't accept a return and we had to go through Maytronics. We were missing wheels and screws for the caddy making it unusable and also the remote holder was broken. I advised Maytronics and they said Sunplay had to take care of it as it was damaged in shipment. Sunplay took months to order parts, then we only received the wheels with no screws. I advised them and they told me to go to Home Depot. I also still don't have a remote holder because they said they can't order that. I've received no money back and paid full price. This is absolutely terrible customer service. I will never do business with or recommend again!!! read more

I ordered hot tub chemicals on December 12, 2018. They had the best prices- but, buyer beware. They charged my credit card immediately and I never received the chemicals. I called over a week ago and they said they were mailing them out. I still don't have them. I disputed the charge with my credit card company. I don't have time for this! read more

I would recommend taking your business somewhere else! They have very poor customer service. I ordered parts for my hot tub. When I tried to contact them about my order they are impossible to talk to. You can call all day long. They NEVER answer their phone. You can leave messages. They will NEVER call you back. You can respond to their emails and even send new emails. Again NO response! The only way I got them to talk to me was by disputing charges on my credit card and writing them a bad Facebook review. They finally messaged me on Facebook. I guess Facebook is how you communicate with this company. Really!!! read more

Just like many others I wish I would have read the reviews first. The 877 8652493 is not a working number. They said the warehouse was behind on shipping and would be shipped out in a week. The same ole song and dance on the other reviews. I cancelled my order. read more

I can see why this company gets such poor reviews. They have terrible customer service. They post on line that it is to return a product, but that is untruthful. I have been trying to return a product I purchased and I actually was to exchange it. They keep sending me emails stating that is 'COVID". This should not interfere with sending a reply to an email and letting me know how to make the exchanged. Instead, they totally ignore what you are saying the email, which means no one is reading them, and send a reply email "because of covid". This is untrue. Amazon and other companies have no problem replying and sending out a return authorization. I would never recommend this company to anyone. VERY POOR CUSTOMER SERVICE. read more

With all the bad reviews, i dont think this will help anyone but: I ordered a pool part on 2/24 and they immediately charged my credit card. On 3/30 i inquired about when it would ship and the response was "It should ship this week". After waiting a week, with no response this was not good enough so i pressed for a specific ship date(on chat line). No response. I then said "If you cant give me specific ship date then cancel the order". The immediate response was "we will cancel your order and refund your money". Based upon the responses here, i am contacting the credit card company and disputing the charges. Do NOT order from this company read more

Very Satisfied. Ordered 3 Spa 30 Gallon Filters. Delivery was prompt.

Sunplay always has the best prices on pool parts and supplies! Super fast shipping, to boot!

Customer service wouldn't let me return a booster pump motor after I installed it and it didn't work. Their reasoning: "We cant take it back because you already installed it"......WHAT THE HECK!!?? How would I know it didn't work if I didn't install it??? These people are crazy and the lady just kept yelling and wouldn't let me talk. NEVER DO BUSINESS WITH THEM.....BEWARE!!! These guys are in the biz to make a killing selling bunk units and say "we cant take them back because you already installed!! Thank goodness my bank has my back. read more

This might be the worst pool company that I've dealt with in 18 years of owning a pool. I purchased a product and was told 5-8 working days for delivery. It was going on 4 weeks today and 3 ridiculously vague emails as to the part's whereabouts that NEVER shipped, but my cc was charged immediately. I cancelled my order and I have with another company. I will NEVER use this company for anything! read more

The customer service at Sunplay.com leaves a lot to be desired. I ordered 3 parts for a Polaris pool cleaner and one of the parts that they sent was wrong. After waiting 8 days for the delivery, I called customer service to notify them of their error, which they acknowledged. Nevertheless, they said they would just ship out the item regular mail instead of expediting it, even though it was their own error. When I asked to speak to a supervisor, the customer service rep. said that the supervisor was busy, that I could not wait on hold for him, and that he would not talk to me. I asked for the supervisor to call me to discuss this matter and, of course, did not hear back. Unbelievable, especially after spending hundreds of dollars with them. Buyer beware if you buy from them! read more