Horrible experience!!! I had a 21 foot round semi above ground pool Installed. Pool was a week delayed, they first sent defective pool panels then left those pool panels in my driveway for a week, then said they were gonna send a gift card for pool chemicals and I never did receive that. The distributor forgot to supply us with the hoses connecting to the filter so the pool guy had to come out to my house three different occasions just to set up the pool, which should've only took one day. This place is a JOKE, do not recommend at all!! Just an fyi you do backfill and put your own ladders together yourself after they install the pool and in charge of getting rid of extra sand/ dirt left on your property. read more

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I wish I would have seen all these terrible reviews before placing my order. My almost $10k order of custom furniture was supposed to be delivered today. I called Monday to confirm and they confirmed today's delivery. No one showed up or even called. When I called, the person was condescending and rude and stated they would have a supervisor call me but no one has called. Spend your money elsewhere. This place is a joke. read more

Paid around 5K for a leather sofa and chair that in less than a month the "leather" has scratches and appears FAKE or POOR QUALITY. Recliner broke in less than two weeks. Customer service doesn't answer; you leave a voicemail and they will return the call at their convenience. You have to upload product pics and play email tag to get anything done. It's not as easy as paying for it! Had a guy call me late last night and now say I was over the 30 day guarantee (after they wouldn't answer calls or do anything in a timely manner!!!!!!!). I want my money back and looks like I've been taken. Consumers BEWARE! read more

Sadly, I must also write a lukewarm review for Watson's. I was looking forward to giving them a chance, and because it is the holiday season, I went in to buy the cube electric fireplace/hearter they have advertised on their website. Well, after driving on the 75 with holiday/bridge traffic, I discovered that they no longer stock that item. The website is outdated. And, what's more, they no longer carry anything even remotely comparable to it. In fact, they don't have anything at all from that company. And, I just have to wonder, why would you be actively advertising something on your website - and so prominently - if you don't carry it? Weird. It would be like driving to get a McRib that's been promoted heavily only to find out McDonald's hasn't brought it back yet - and, in fact, they have no intention on ever bringing it back. Sorry, Watson's. You need to be better. read more

#blacklivesmatter #BLM This is one of the worse places to do business with. They don't call you back, and when they do you get in touch with someone you get smart ass comments such as: "It is what it is". "The same racial comment the our current President make when talking about and to people of color." It's bul*sh*t. I order furniture on 6/4/20 with a 6 - 8-week delivery window. It is now 8/18/20 still no delivery and when I call just keep getting the run-around. Ask for a manager and of course, they don't have one at the story but I can leave a message for sale manger, and let me transfer you to the Cincinnati location you might be able to find your stuff there. And they say customer service is alive and well, just not at Watson in Florence, KY. People of color show your buying power and shop elsewhere. read more

Watson's of Florence | Hot Tubs, Furniture, Pools and Billiards - #blacklivesmatter #BLM This is one of the worse places to do business with. - Hot Tub & Pool Near Me - Florence, Kentucky

We ordered a patio set in March and we understood that things were behind. They said we should have our set by fist week of July. We only received half the set by then no one reached out to touch base with us at all about the rest of our order. By the end of august we decided we didn't want the set anymore because summer was over anyway. So we had them come get what we had received. They charged us $500 restock fee which left a really bad taste e in my mouth and then cut us a check that we can't cash because the names are wrong and no one has reached out or returned our calls. This is a check for almost $3000!! We will never shop here again! read more

Had service done on hot tub, video camera showed technician knocking on door at 11:41am, he finished and got back in his truck at 11:55am. However, he billed for two 1/4 hours? Watson's stated "time starts when he pulls up and ends when he pulls out!" Doesn't matter how long he sits in car. Every experience with Watson's has been a disappointment. read more

Unfortunately had a horrible experience here on an order to replace our outdoor furniture cushions.... twice. Order was delayed for months and months and months only to get it in Oct. knowing we needed yet another order the following year, we placed our order in Feb thinking we would surely have it in time for summer. Nope. Calling now for update and they just hung up on me. read more

I have been getting the run around from this company for 2-3 weeks over delivery of a spa cover. No one can give me a date or can help at all. The lack of knowledge here is astounding! Inexperienced and not helpful at all. read more

Purchased a nice leather set near the end of October for almost $3000. No updates from the store or company unless I call in. I called in on the 9th of November to get estimation of delivery to my house. I am made aware that the truck hasn't been delivered to the warehouse. It has been postponed to November 23rd. I call the 24th and there is no update on when the furniture will be delivered. I was told by Kelly, I think, and Kevin that it should be Saturday the 25th or Monday the 27th. I call again today the 28th to check status. Still no delivery. I understand the clerks have little control and they have been nice, but they need better communication and realistic delivery dates to customers. read more

I went into this location yesterday (08/02/18) and spoke to Alicia (she is my go too gal) and I was so frustrated with my pool and what I needed to do to clear it up. She was patient with me and went through each product that I needed to use, when to use it, how long before I used the next chemical and so on. she told me if I had any questions once I got home to call her, (which of course I had questions and called upon her). She even told me when "pool school" was because I need so much NEW stuff for my pool next year and wanted to save me some money. Alicia you are a GREAT associate and are a great asset to Watson's. Thanks again, Kim Brandenburg read more

watsons replaced a existing pool for us. It was not the pool we ordered. We ordered a grey elegance pool and received a wood grain pool. I was told by Watsons that the pool we ordered did not come in the size we needed and this was the right pool. We were told they would have to dig a 1 1/2 foot trench to have room to work. What I wasn't told was that they would use A bobcat and bury my landscaping in muck. We were told that we were responsible for disposing of the boxes etc. What I wasn't told was that the boxes would be thrown all over the yard including the flower beds that weren't already destroyed, that strapping from the boxes would be hanging from my bushes and their water bottles and coffee cups were also our responsibility to clean up. The filter wasn't set right so the cord will not reach the electric plug. They have lied to me repeatedly. This was a &10,000 pool and we were left with a giant mess. read more

If I could give them 0 stars I would right now. I purchased an above ground pool in May from the Florence, Kentucky location. The purchase included the "Lazy Man" option. According to the purchase order/receipt installation was to be mid-June. The pool parts were delivered within two weeks of purchase. Mid-June came and went with no installation and no communication as to why. I reached out to Watson's at the beginning of July and was told installation would be mid-July. Mid-July came and went again with no installation and no communication as to why. I once again contacted the company at the beginning of August and was given an installation date of August 12. I took time off from work that day and waited the entire day for installers that neither showed up or called. When I contacted the company I was told they had an installation date of the 16th (which was a Sunday). I stayed home from church to wait for the installers who once again were a no show. Monday morning the installers showed up at 7:30 am after I had already left for work. If I had been contacted I would have been there. When I called the company I was told they had tried to call me, but got no answer. However I had no missed calls to my cell or home phone. I was told the earliest reschedule date was August 26. I once again took time off work to be home for the installation. When they were again a no show I contacted the company and was told they had been held up and would be arriving between 10:00-11:ish. It is now 1:30 pm the 27th and I still do not have my pool installed, nor have I been contacted about rescheduling. I paid for an upgraded package and have not received the service included in that package. The pool was purchased for my disabled wife's hydrotherapy. As you can imagine I was quite anxious to have the pool installed before it is too cold for her to utilize it. That is impossible now. I am very dissatisfied with the entire experience! read more

We ordered a beautiful sectional in August. It still has not been delivered and we have to initiate any updates. The se tío al was supposed to be here this past Saturday but when we called today, twice by the way, because no one had contacted us to update, we were told it's still not here!!!! We are so very frustrated!! On our way to couch hunt now! Buyer BEWARE!!!! read more

Bought a hot tub july 2020, the gave the wrong cover with a 4 inch over hang. After many many phone calls and speaking to multiple managers with promises of ordering a custom cover its almost 14 months later and still getting the run around. I want what i bought and paid for. This company does not care how they treat their customers. I will never buy anything from them again and encourage others not to if they dont want to find themselves in my situation. And the sad part is I am a returning customer of 2 pools and 2 hot tubs, and this is how they treat me? NEVER AGAIN !! and i know that you are probably reading this, like i do with reviews but this is one that you should take heed to as i have read lots of bad reviews, dont find yourself in my shoes. They take your money and dont back up their product. So now I have a cover that doesnt fit with holes in my tub from the first one that didnt fit and no hardware to attach it to the tub. Go to eastgate pool and spa or agean. Not to mention it was delivered and left on my driveway without a box in the pouring rain with ripped up piece of plastic on it!! read more

We bought a hot tub and have had many problems with poor response from service. With minimal use and suggested maintenance, our new tub was shutting off and indicating a FLOW issue. The service tech said there were issues with this model and sent different filters. After a year of problems with flow issues the service department said they could put some type of bypass in to resolve the problem but it took over a month for that to happen and we are still having FLO issues. We have been trying for over a week to get a return phone call from the service department but no response. Is anyone else having FLO issue problems ? read more

We purchased a pool 2 months ago and are still waiting on installation. From the moment we paid nothing has been what it was supposed to be. The pool was not delivered when were told it would be and we had to call to get updates. Watson's did not call us. We realize we have had A LOT of rain and installation would be delayed. Our first appointment was cancelled, understandably. The second appointment the contractor didn't show up when he said (6:00 7:00 AM) but called several hours later to say that he was on his way. When they showed up we were told immediately they probably wouldn't be able to do the work, but then proceeded to try. After tearing up the side yard and sections of the back yard, they advised they weren't going to be able to do it. I overheard the contractors after the fact stating that they were DONE with Kentucky appointments until next week. Which meant we were going to have to wait at least another week for installation. The third appointment was scheduled for Sunday and again they said they would arrive between 6:00-7:00 AM. We received a text the night before stating they would not be coming until 9:00 - 10:00. We received a phone call at 10:00 from the contractor saying his trailer was damaged and someone was going to bring him another one so he would be late. We called him around 1:00 just to see if all is well and was sent straight to voicemail. My husband calls Watson's to be told that "Well, it has rained like 100 days". We obviously are aware of the rain, but that wasn't our complaint. We were told that we would need to call the coordinator Amanda. We actually did call Amanda after they came and damaged our yard, then left. (Still waiting to hear back on that one, nothing yet.) The phone call went no where and no one even tried to help. We finally received a phone call around 3:00 from a young lady saying we would need to reschedule again. We have another appointment scheduled for Tuesday and unfortunately neither my husband and I can take off work. At this point I am terrified to let these men work in our yard when we aren't home. I honestly think they won't show up or they won't finish. This experience has been exhausting and just bad. There is no customer service at all, no consideration. Not just from Watson's but the contractor they are using. This was supposed to be something fun and exciting for my family, not anymore. Once this is completed, we will never purchase another thing from this store. read more

As follow up to our other rating from December, we stopped in to see Kevin yesterday to order our Saber grill. He, again, provided us with exceptional service. Our grill was ready for pick up today! Highly recommend Kevin Re as the perfect sales rep.....keep up the good work Kevin, you are outstanding in your knowledge and with your exceptional pleasant personality, you are a true joy to work with. Way to go,Kevin.....you exceeded expectations for us once again! Thank you! read more

I am a previous customer of Watson's when the store was located on Mall Road in Florence. My first experience was great. The merchandise that I purchased was in great shape, and was delivered when Watson's said it would be delivered. I got great value for the money that I spent. With my past experience being very good, it was somewhat of a no brainer going back to Watson's at their new location. This time we wanted to purchase some new patio furniture. When we bought the furniture the sales person was very nice and accommodating. It all went down hill from there. I don't believe that anyone from Watson's in Florence has ever gone through customer service training, or at least tried to put themselves in the customer's shoes to try and understand their pain. We ordered patio furniture and custom cushions on April 5th, 2012. We were informed that the furniture would take 6 to 8 weeks to come in. We were fine with that timeframe, because we were having our deck resurfaced. It has now been 9 weeks since we ordered our furniture, and Watson's cannot tell us when it will be in. We only hear that it has been shipped from Chicago on June 4th. 8 days ago. Watson's doesn't have a tracking number to tell us where the furniture is or when it is to be expected. Watson's computer system is outdated, and their response to us every time we call is that their computer states it has shipped. Not one time have they stated, let me look into this for you and find out exactly when it will get here. Watson's has gotten into finger pointing mode, versus helping me the customer get our furniture that we ordered 9 weeks ago. I am very frustrated, and my wife is very upset. No one at Watson's will call us back or tell us when our furniture will arrive. I am sure if you buy something from Watson's and it is in stock that their customer service maybe okay, but if you have ordered anything custom, prepare to wait and prepare to not have anyone help you. read more

Bought a sectional in November 2018 and it was damaged on the arm so I called and they replaced it but to my surprise the other side had the same defect. I called again and unfortunately they were no longer going to carry this pertiular couch so the store manger, Rico, went out of his way to find one at one of the other stores, so I could keep my sectional. read more

Terrible customer service- Personnel work on commissions, so they do try to encourage you to buy the more expensive sets. I understand marketing, but then I become leery when the following happens: We purchased a set on sale and were told we could pay for delivery or pick it up which we agreed to. When we picked it up, one chair was damaged and was not even in the original box with the other items. It was obvious it had been sitting in the warehouse as there were scuff marks on the legs and the screw in the leg was stripped so the "metal foot" falls off and the chair is not level. Some of the hardware was missing as well. When we complained, we were told we would have to wait another four months for a new set. Originally I was told they had PLENTY in stock and this was two days before I purchased the set. I was also told that the set was on sale for a full week, but of course it is not. When we purchased it they had three in stock and now none were available, but we were "welcome to exchange it for another set" (higher priced set, of course). We asked to exchange the chair with another, even a floor model. We were told we couldn't do that either. Apparently customer satisfaction is not at the top of their marketing strategy. While I've heard this from other friends who own pools and spas, I was surprised in all honesty as the company has served this area for so many years. I would not go back nor would I recommend them to anyone else. There are multiple reputable places from whom to purchase quality outdoor furniture, pools, and spas. Try elsewhere. read more

Do not buy any products from this company. If you ever need service, and you will, the service department is horrible. I'm guessing they do not pay their techs very much because they seem to have a turnover problem and not enough techs. A small leak on a hot tub turned into a nonusable hot tub after their inexperienced techs tried to fix it. Many months later and they keep saying they will come to fix it and they don't. It is under partial warranty so the manufacturer says the dealer we bought it from has to fix it, but they will not show up. We are stuck in no-man's land. read more

Mike, the pool guy, is absolutely wonderful. He helped us in buying our pool. He answered every question honestly and efficiently. Every time I have to call Watson's, they help me each time. He always told me to come in or call if we had any concerns or questions and they have fulfilled their statement. Thanks Mike for doing such a wonderful job. read more

I purchased a $6000 pool from Watsons in Florence Ky on June 27th ..It was delivered on June 30 th.. At the time of purchase I was told there was a 2 week wait for installation which was fine with me... But the 2 weeks turned into 3 than 4 weeks then 5 weeks later the pool was finally installed on July 29th ..All that time I got a complete run around when I tried to find out what the hold up was....When I did speak to someone they either couldn't give me an answer or never called me back....Well the pool was installed and I had to pay and additional $195 to have the ground leveled.. I was never told about that either...When the installers left they put the hose in the pool and said it would be ready in a couple days..My grandkids were very happy.. FINALLY they could swim... Well the pool is full and I looked out and all the hoses connected to the pump are leaking and the ground around the pump is soaked.....Since its Sunday all anyone at Watsons can do is take a message no surprise there... If you plan on shopping at Watsons please get everything clear before you give over your money once you pay they don't remember you... If you don't do that consider shopping somewhere else... read more