FamilyPoolFun

No issues, quick delivery

Ordered In the Swim Winter Pool Closing Kit. Through Amazon, they were a vendor on there. Didn't receive In the swim winter pool closing kit, they substituted other stuff & I received other brands stuff & they shorted me product. Now I've have been trying to get my money back & they don't respond, other than contact tech support. I want a refund! I didn't receive what I ordered. Sleasy company, STAY AWAY!

If I could this company a zero I would. Worst customer service. Ordered a pool heater over 2 weeks ago. All you do is play phone tag with one person who is never available. Don't wast your time or money with this company

This company took my money. No response for 5 months. No pool arrived. Buyers beware. You will not get your product or your money back!!

I ordered a slide June 10th and my card was charges right away but never received a shipment confirmation. I never got a response by phone so I emailed them. I received an email that the slide I ordered was not available but that they have the same slide in a different color. I said that was fine but still no confirmation. I emailed again and I got a response that the slide is no longer available and that they are going to upgrade me to a different slide. I agreed but still no confirmation. I emailed again and now I received an email that they cant complete my order and are issuing me a refund 3 and a half months later.

Worst company ever. Customer service is nonexistant. I placed an order for a pool liner over two months ago. My credit card was immediately charged. I emailed and called repeatedly and got no response whatsoever. I finally contacted my Credit card company to dispute the charge two days ago. Family Pool company contacted me this morning via email :

Jay (FamilyPoolFun.com Support)

Sep 13, 2020, 10:14 AM CDT

Hello

Thank you for your email.

We had to stop the order as you filed a chargeback.

Have a Great Day!

Thank you
Jay Backer
320-695-2899

Absolutely unbelievable!

Update 9/13 @ 1:00pm

Now Jay has resorted to copy and paste answers to emails. I did not order a pool and had no kind words to him or the company in any email. Yet he sent me this response after I emailed him back informing him of his horrific business practices:

Hello Melinda:

Thank you for your email. Because of the chargback we had to stop the order as we assumed you did not want it.

It has been the most unusual season. At a time when we are navigating so many obstacles with state restrictions,social distancing requirements and manufacturing issues caused by COVID-19, nobody was prepared for the season we are experiencing in the industry. While it is taking longer than we would like, we continue to work through orders as soon as we can.
The manufacturer that produces the swimming pool you ordered has missed the delivery date to process your order as we were promised. Inventory is limited across the industry as a result of the COVID shutdown.

We sincerely apologize for this inconvenience, and thank you for understanding. We are working hard 7 days a week, even holidays. Personally, I would like to say thank you. The understanding and supportive comments we have received from so many of you have helped us continue to work tirelessly during these demanding and challenging times. Your kind words have reminded us why we do our best every day.
Thank you

Jay
FamilyPoolFun.com

I'm wondering if any of the positive reviews are real???

On July 29, 2020, I ordered a Hayward 24 Pro Series Side Mount Sand Filter with 7-Position Side Mount ($640.96 charged to my AmEx card on August 7) to replace my existing leaking Hayward Sand Filter. I made several phone calls and emails to inquire about when the product would be shipped. Familypoolfun.com (Jay Backer, Cierra, Cindy, Andrea) kept giving me different dates, but nothing specific. Jay was very short in several emails and I was given many excuses, including being told that I would not get a tracking number until two (2) days before delivery. When I finally realized that familypoolfun.com never had the product, could not get the product, and/or were never going to ship the product, I cancelled the order on August 11, 2020.
They only refunded my AmEx card $608.91, because they charge a 5% processing fee!!!! You will not find this stated on their website anywhere. It is only printed on your email confirmation after you place your order. After doing some investigative work online and reading many negative reviews, apparently familypoolfun.com uses this tactic (charging a 5% processing fee) by selling products they do not have and then when it is obvious to the customer/consumer their order is never going to ship, they have no other choice but to cancel the order. I also found out that familypoolfun.com (owned by Backer Wencel, Inc. or B.W.Inc.) is NOT a Hayward Industries, Inc. authorized online dealer. Consequently, familypoolfun.com would not have Hayward product(s) in their inventory.
I consider this illegal tactic to be Internet Cyber Crime and have started filing complaints against familypoolfun.com, Backer Wencel, Inc., and/or B.W. Inc. with the following: American Express Fraud Prevention, Hayward Industries, Inc., Minnesota Attorney General鈥檚 office, FBI IC3 (Internet Crime Complaint Center on Internet Fraud), Federal Trade Commission (FCC) for Computer Crime, and the Better Business Bureau (BBB).

They say a business is only as good as their customer service…. Well, if that is the case, Family Pool Fun would be bankrupt and out of business years ago.

Yes, they were hit with a bunch of orders and yes, their suppliers probably pushed back delivery dates…. These may be valid reasons our guaranteed delivery time of 3 weeks turned into 3+ months but the lack of communication is unacceptable.

I own an internet business as well and when Covid hit our sales went up over 200% yet we never had a single customer unhappy or a single customer that we did not delivery on our promises. Don't use Covid as a excuses for the poor management of your business and resources.

Individuals and companies like Family Pool Fun just saw the $$$ coming in and didn't bother keeping every customer notified. In the age of internet sale and purchases you lose the face to face contact. You must make up for that with timely communication and great customer service. Neither of which you will receive if you place an order from Family Pool Fun.

After waiting over 3+ months for my above ground pool to arrive I finally said enough is enough. Canceled my order for a $5,000+ pool. I did receive a refund a couple weeks later minus the 5% cancellation fee they imposed which I felt was a joke. I canceled my pool because they couldn't delivery on a single promise… So now I am penalized for it…

Do yourself and your family a favor. I would rather go out in my backyard and dig a hole with a shovel and swim in a mud-pit than ever order a pool/product from Family Pool Fun!

Absolutely terrible customer service. Ordered pool May 22, after calling and being told 2-3 weeks. Got call 2 or 3 weeks later saying it will be 4 weeks. They finally deliver pool but no liner, real freaking awesome after I just spent the last month trying to build a deck with no pool to build around. 2 weeks after that we finally get liner but still missing solar cover after a total of 3 months+. What a joke. I wholeheartedly recommend to find somewhere, anywhere else to order from.

I am happy with the stairs and with your responses to all of my questions. I would love for your Q&A to be updated where shipping is concerned. But overall I am satisified!

SCAM!!!!!!! DO NOT BUY!!! They do not have pools!!! We ordered May 20th,2020 and still have no pool just another month of waiting we finally canceled and contacted paypal for a a return.

BEWARE!!! Same story…..we ordered a pool from this "company" on May 17, 2020. Can never get anyone on the phone or to answer emails until you start throwing around the word scam. And when you try to press the issue of getting answers the response is quite nasty. It has been delayed and delayed, each time with the same generic email response about the manufacturers not meeting their deadlines and that next year will be harder to find a pool to purchase. Here we are 12 weeks later and no pool. Says it will be delivered between Aug 31 and Sept 11. Sure…. The real kicker is when we called to confirm the order, we were sold more products over the phone. This is a scam. Jay Backer (if that is really his name) is a con artist. And from what I have heard they keep 5% of your purchase price for a cancellation fee. A cancellation fee?!?! For what?? A product they never had to begin with, and never intended to deliver. I don't know what kind of scam they are pulling, but somehow they are holding thousands and thousands of dollars from unsuspecting customers for months on end. Probably drawing some sort of interest or return. He needs to be sued and shut down…but people like this just keep coming back with another scheme to rip people off. Just Unbelievable! I am furious!!

DO NOT order. I made an order in May and was told it would be delay because of Covid. My delivery date was pushed back so many times. on 7/30 I decided not to wait anymore as once more a deadline had come and gone. I canceled my order and waited a week for the refund. 2 weeks ago I ordered from The Pool Factory and my pool is already at the distribution center and will be in my house this week. family pool fun told me that the manufacture was behind and that next year it would be harder to get a pool. Save yourself a headache and just buy from the pool factory. you might have to wait for them to stock up on the size you are looking for but it will be less than waiting on your pool from family pool fun.

DO NOT ORDER!!! BUYER BEWARE!!! I ordered my pool on June 22, 2020 and was called the next day to confirm order. The lady I spoke with told me it would be delivered in exactly 4 weeks. As it came closer to 4 weeks I heard nothing so I contacted the company. You cannot get through on their phone numbers so I emailed several times. The owner Jay called me and BERATED me on the phone for basically inquiring about my order. He then proceeded to raise his voice that I had given him the wrong number to call and then he said and I quote, "Go back! Go back and look at your email!" After we hung up I did go back and look and I had given him the CORRECT phone number. I was dumb enough to allow him to talk me into proceeding with the pool order because he assured me it would arrive the first week of August. As you can imagine, that time came and no pool arrived. He then told me 2 more weeks. The emails he does actually answer normally have a copied and pasted section about Covid and the warehouse missing the shipping schedule. In his emails he explains that some companies are taking 6 to 8 weeks to process orders yet his company (FamilyPoolFun) is not. BUT here I was at week 6 and told 2 more weeks. I hope he realizes people can do simple addition. I demanded my refund. I emailed after several days to check on my refund and he THEN told me he told the warehouse to cancel my order. My pool was never even at the warehouse according to previous emails! He then actually tried to convince me to put a pool on lay-a-way (he said other customers are choosing to do lay-a-way) since pools will be more expensive in 2021 due to the shortage this year. He sent me a cancelled invoice and told me 3 to 18 business days for my refund to process. I received my refund 9 business days later (which is today). Surprise! He retained $85 of my money as a "cancellation fee". A fee for a product HE NEVER HAD!! He has very poor business practices. He claimed he had merchanise in stock only so people would purchase. There really is a pool shortage, you can look it up, but he saw the opportunity to line his pockets and he took it by claiming he had what others did not. Then people began getting wise and demanding to know where their orders are and wanting refunds. He does not update you until you actually slam him with emails and then he spins another story of the warehouse missing the delivery deadline. He commented on someone else's review that he was allowing orders from his website in order to place customers on a waiting list. It does not state that on his website, it says the items are IN STOCK and that is FALSE! He seems shocked that people are angry. No wonder – customers believed he had the products in stock and many of us spent hundreds to thousands to prepare our yards where our pools were to be installed – YET THERE IS NO POOL! He rarely communicates and when he does, he lies and comes off incredibly disrespectful. Please listen to me and to everyone else who has had the headache of dealing with this business. SHOP ELSEWHERE!!!

Awful company….promises but no follow through. Promised my pool 3 to 4 weeks, here we are over 12 weeks later and no pool. And pool season is almost over. Jay is not to be trusted and is all stalling techniques. Awful company, do not buy from them!

Jay Backer is a scam artist. I purchased my pool on April 30th.
I get it! It鈥檚 covid. Things are back ordered. But why sell and continue to sell product that you don鈥檛 have, and won鈥檛 have for months and months. I am understanding to the situation to a certain point.
May 30th was our original delivery date.
June 30th was the 鈥淚鈥檓 sorry. Things are delayed.鈥?Delivery date
July 23- Aug 3 was the 鈥淧lease bear with us as we go through this unprecedented time.鈥?Delivery date.
Now it鈥檚 August 13th and I don鈥檛 even get a lame excuse email anymore. Took our money and ran.
We graded our backyard, poured concrete and built a deck in preparation for this pool. Yeah, we have a deck to nowhere… looks great.

So wanted to give an update on a review I had written. Like others I was charged for a product I ordered and had an awful time trying to get an answer to what was going on with it. I AM HAPPY TO ANNOUNCE that Jay and his team have credited my account back the money!! It did take awhile from start to finish to resolve, but they did come through. I hope the same outcome happens for everyone else, which I鈥檓 sure their working diligently on trying to do. Keep reaching out as tiring as it may be. Best of luck

I've had the worst experience with this company and their lack of communication. I ordered my pool in May and have been given several different delivery dates. I aske them to cancel my order after getting another 3 4 week delay and they charged me a 5% cancellation fee on a pool they couldn't deliver. Not only am I upset I've waited all summer for a pool but they held my money for months and now charge me a cancellation fee. They are horrible business people.

Ordered on May 9th. I鈥檝e been given 3 delivery dates. Still no pool.

I called the Browns Valley sheriffs department today to start to report to get my money back. You can also contact the Minnesota attorney general if you are going thru the same thing that we have with this company taking our money then having 4 false expected delivery dates and still don鈥檛 have a pool. We鈥檝e had zero communication or responses to hundreds of emails, messages and calls. Only time they message is to push it back our delivery even longer.
We called them in May to make sure they had the pool we wanted. They owner assured us that they did have it in stock. We paid for it in full and then suddenly the pool just disappeared!! They can鈥檛 ever answer the phone let alone an email. Taking thousands of dollars and then disappearing is not ok!! They are also deleting posts off their Facebook page So everyone that complains gets deleted and then blocked.

Can鈥檛 get ahold of anyone. It鈥檚 been 5 weeks still haven鈥檛 received a pool. No one will call or email back.

Do NOT order!!! All these people complaining are right!!!! We ordered our pool in June 3rd. They took our money right away, website stated delivery within two weeks. After 2 weeks we asked where is our pool, got the same answer that manufacture did something wrong and it will be shipped two weeks later. Every week we would email with no answer. After five unanswered email, Jay replied with scheduled delivery dates for July. Of course we have not received anything. Also he said if we want to cancel, there are other families waiting for the pool and that manufactures say it will be even harder to get pool next year. What a disgusting manipulation. We just requested a full refund. We are ready to press charges as well. We spent thousands of dollars for leveling the ground and additional pool items. I am disgusted and we won鈥檛 let them to get away with playing, lying and manipulating with people like that.

If there was an option for zero stars that is what this company would be rated. They were so quick to reel you in on their website with false information. FIRST of all I ordered my pool in May and just got it 3 days ago without a liner that was included on my order and NOT noted that it would be shipped separately. Which is what the company is saying now. Got an email on Friday that I would receive my liner by this week. However you ask for a confirmation number and tracking number but they can't provide. So let's call the company and now to be told it could be another 2 weeks. So needless to say they got their money while we still have an uncompleted pool. As you can read and see here this is a very dishonest company. I highly DO NOT recommend this company. Shop around at other companies that are straight up honest on their sites even if you have to pay a little more for the pool. It will be worth it in the end.

Do not order from this company, they will rip you off! I ordered a pool in April and was told it would take until end of June to get it. Here it is, end of July with no pool, no refund, and no contact from the company despite several calls, emails and texts. They were very kind and helpful when I ordered, but have now stolen my money and from other reviews, it looks like I'm not the only one.

We live in Ohio and we visited a dealer about a pool. The only one they had available, was way too large for the area we had in our yard. Due to COVID-19, they told us they couldn't get us another pool unless we waited 8-12 weeks, or more. On top of that, they didn't know if they could install it, due to where we lived in proximity to their dealership. Even if they would agree to install it, we were looking at September. Not to mention their installation price was not all inclusive. So, we started looking around for just pools, with a subcontractor to install it. We called every dealership within a certain mile radius from our home. No one could get us a pool. We then resorted to shopping online. Every web dealer from our home to Georgia, had their pools marked as Out of Stock. We came across Family Pool Fun, and they told us they could get us one. I placed the order and Jay text me that evening to ask if I had any unanswered questions about their pools. Andrea followed up soon after with a phone call to confirm our order. She told us roughly four weeks, but that she couldn't say for sure, due to COVID-19, it may take longer. Jay responded to my text message a little over a week ago that it was due to ship by late last week. It arrived today and everything that we order was on the pallet. The pallet was in great shape with shrinkwrap and strapping! Saia was the carrier who brought it, which it did take them 7 days to ship our pool less than a 6 hour transit. A total of 7 weeks from the time we placed our order until it delivered. But you must understand, we live in a rural part of Ohio and with all of the issues with COVID-19, things are at a crawl. None of these things are to be taken out on Family Pool Fun. It is not fair to mock someone's faith, or accuse them of being thieves and liars. They took the time to put us on a list that others were not even willing to do. Some dealers wouldn't even return our calls. So thank you Family Pool Fun for what you did for our family!