Beyond terrible customer service - dishonest, rude and misleading.
I'll admit upfront that I ordered an item that I very quickly realised was not necessary. I made the order out of business hours but emailed E-pools within two hours to cancel my order. That was a Thursday evening. By the following Wednesday I hadn't received a response and the item had not yet shipped. I called E-Pools early that afternoon and spoke to their representative to follow-up on my email and the cancellation. He said it hadn't shipped yet and would cancel the order and that there shouldn't be a problem. Whilst he said the right thing...s, this wasn't a reassuring call. Within 1 hour of hanging up the phone I received an email stating the item had shipped. I was subsequently abused on the phone (it was my fault of course!) when I pointed out the 'conincidence' of the item shipping so soon after I spoke to them about cancelling the order - 'can't possibly cancel it now'. I can accept making a mistake, if the item had shipped before I requested cancellation then that's on me, but I won't return to a store with such blatantly dishonest practices. Noting other complaints on here about their slow delivery, I'd suggest ringing and attempting to cancel your order. Certainly helps to speed up delivery!
Contrary to other reviews on this site I experienced very good service and communication. The product I ordered was incorrect, however the matter was quickly rectified with return postage for the incorrect item provided and the correct item promptly dispatched. The new chlorinator works a charm.
Do NOT deal with these people
My order was ignored and no communication received until I contacted them - almost a month later! multiple emails ignored - eventually got onto someone who told me my product was unavailable. Was told there was a replacement which would fit, hold in place and do the job. It didn't. When I returned the items they refused to refund the entire amount. They had the hide to charge a 'restocking fee'. I even paid the return postage. Between ineptitude, poor communication, disorganisation and honestly, no interest in being fair, these people should be...avoided. This is the first review I have EVER written. I feel that strongly about it. I so wish I had read these reviews before I paid my money. FYI: I have a very well maintained pool and have it professionally looked after. I just needed to replace some skimmer box lids that the wind had blown off and broken the holding lugs of.
My advice is always check reviews first
l to purchased online dated 14/02/2019 then received confirmation and order number .
After numerous unanswered attempts to contact them phone and on line nothing ?
Thanks to PayPal i was refunded
Avoid this company
Placed my order on 14 Feb and paid via Paypal. Received confirmation that the order was placed. No communication since. Supplier does not respond to emails, texts or answer their phone which always goes to voicemail. No goods received. Lodged a dispute with Paypal which is sitting waiting 9 days later for the supplier response. Will go to another supplier once the refund is complete. Avoid.
No communication since order, not responding to emails. AVOID AT ALL COSTS
Placed order, followed up twice no reply. Sick of waiting for my order, raised dispute with PayPal. Awaiting credit so I can purchase from a reputable supplier. Avoid
Poor communication, slow shipping.
Took 5 weeks for my order to arrive even though the items were listed as in stock. A phone call a week after the order was placed revealed that the items were not in stock. An email 3 weeks later was unanswered. But the order did arrive eventually. They may be slightly cheaper than other suppliers but they are not worth the hassle.
recieved all the parts in 4 days
very good service, got all the parts I ordered in 4 days would use them again was told or shipping date. all good
Debited card immediately on ordering just before Xmas, No Delivery 5 weeks later & no communication
Found the web site and pricing to be easy to use and competitive. I ordered the parts and my credit card was debited immediately for the $500. Despite indicating parts were in stock, I received an email saying the parts were not in stock but delivery should be within 7 days.
3 Weeks later I sent a follow up email with no response. I advise I would start action through Paypal and that paypal T&C state they can not use my money to purchase the part. I Received email next day from them saying the parts would be in the next day. A week later I...have not received goods, tracking number or anything. Followed up through Paypal email corespondence claim process asking where parts were and could I have a credit as I have not received parts. Did not receive a response so after 3 days I progressed claim through PayPal. Am now waiting after 5 weeks for either a response or the parts but have advised PayPal I want a credit as it is a technical part and I have no faith in them to assist if there is an issue with the part. I suggest firstly you do not purchase from Epools .......if you feel you must, Please use PayPal so you have a recourse when they don't provide the service or parts as you would expect.
DO NOT SHOP HERE. VERY NASTY PEOPLE
I would give zero if I could
Spoke to a person named Alan. So rude and nasty. Swore at me and hung up. I tried calling back and he kept hanging up on me.
All because they were nearly double the price of other suppliers and their website says they will beat ALL prices.
Nasty people. Glad I didn't buy from them
Poor customer service, lack of communication and
I ordered some parts for my pool that were all noted on their website as "in stock", they called me about one of the items I ordered to advise me a 6m tube was 200mm too short, I agreed to take it anyway as the replacement stock was a few weeks away and I didn't want to wait.
I waited 10 days for delivery and then called them to find out where my order was. I was then told that they were still waiting on some of the other items I ordered that had "just come in" conveniently enough and would be "sent tomorrow"!!
Why would they not tell me this...
Absolutely attrocious customer service
The worst customer service I have encountered in a long time. A gentleman called Paul there should not be talking with customers over the phone.
They forgot my order. I had to chase on the phone. I was promised delivery; it didn't show up. No response to emails so had to call again & was abused. Absolutely disgraceful, and a real shame, as I've ordered from here in the past without incident, but will definitely not be using ever again.
Rudest service ever encountered
The staff in the parts/orders areas are the rudest I have ever come across in a sales role. Can't believe how they ask the consumer the technical questions and then scoff at the answers, cut you off, talk over you and generally behave like school-yard bullies. Only ordered parts on price and locality basis. Would not shop here by choice, in fact make it a point not to support this company.
Inexcusably rude service
Slow, lack of communication
Ordered a part I needed - shown on the website that the part was in stock and should arrive in a few days. Part only arrived 3 weeks later, no explanation, no communication at all. In the mean time my pool has turned green and cost me a fortune to fix. Thanks epools!
Misleading website, poor communication
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