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Salt Pool Store Reports & Reviews (7)

• Dec 19, 2023
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Bought the t-15 replacement cell. Worked for 3 weeks. I returned the salt cell under warranty to get it repaired. Salt Pool Store won't return my emails, respond in online chat, or return phone calls. DO NOT BUY A SALT CELL from the Salt Pool Store.

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Orders shipped from manufacturer in Australia...first problem. Wrong item sent. Bad communication & customer service. Return is costly to customer. Not full refund, numerous return charges deducted. Many other company names associated with Salt Pool Store, confusing for service & charge info. Not a good company to deal with. Feel scammed and cheated. And it cost us a lot of money to finally end up with NOTHING. DO NOT BUY FROM THIS COMPANY!

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I purchased a Platinum Edition Replacement Salt Cell for Hayward T-CELL-15 | 40,000 Gallons | 5-Year Warranty × 1 a few years back. It lasted only about 2-years. Please note that their "5-Year Warranty" is 100% useless as they want you to pay to ship the bad unit back to them and also pay them $200+ to fix it; so it is really not a warranty. If it were a wear part issue or equipment abuse; that would be one thing; but it is poor equipment components/manufacturing that is the issue. (It is also a major issue/failure that they are 100% aware of, they just don't care as it helps them essentially take advantage of their clients and take a bunch of money from them.) So, instead of paying them almost as much to repair and send back my old unit, I just purchased a new one hoping it was a one (1) time thing. It was not; the second one lasted $100 in chlorine (shock/tablets) and algae control products trying to keep my pool clear since their garbage product has failed (again). They were VERY rude when I called to try and get help and they 100% ignore you when you email them. They are interested in essentially taking your money, providing garbage products and taking even more of your money to fix a product with known issues they chose not to fix prior to selling it. I would suggest that no one ever use this company as they have no redeeming qualities. It is very sad the companies like this exist.

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This review likely wont' make a difference, as the near 173 1-star Google reviews (out of 173 reviews) and continuous reviews of a similar nature peppered throughout the web and consumer complaint sites, pretty much sums it up, but I digress.

I rarely post reviews but I can't tell which is a bigger POS, the company or the products they sell! I purchased a salt cell which failed within 3 months and the warranty process is purposefully difficult, tedious, and all at the purchasers expense! There is NO customer service outside of 3 word answers via chat until they just stop responding, and if you're able to get a person on the phone they aren't able to help you with warranty claims. So, you're held hostage to a pathetic excuse of a merchant which required endless hoops to go through (image of the error, image of the system, "water sample", etc.) just to get warranty "approval" before having to ship the defective product back at "my expense!" Then despite putting the order number on the "outside" of the box, packing slip with ALL warranty information collected on the "inside" of the box, they refused to do anything or even confirm it was delivered unless I provided a tracking number.

When asked why a tracking number was absolutely necessary when all reference information was on the outside and inside of the box, the ONLY reply was "because that's what's required". I had to go back to the shipper to get the tracking number and confirmation of deliver to find out it was delivered (and signed for) nearly TWO WEEKS prior! There wasn't a single correspondence of status, results, or when a repaired or replaced device was going to be sent back so, I had to personally follow up continuously! The constant follow up, lack of response, and ridiculous process (if you want to even call it that) dragged on for over 30 days to the point that I didn't know if I would ever get the product I paid for. When I threatened to report them their response was to threaten me with defamation which was obviously a lie since there were already hundreds of BBB and consumer complaints every where you looked!

Meanwhile, I'm having to maintain my pool (again, at my expense) as our salt water system could not function without the salt cell and they couldn't care less. I ended up disputing the charge and having to purchase another salt cell, then one day out of the blue the replacement just showed up after I submitted an inquiry to a consumer law firm. Again, with no correspondence whether in the box, email, phone, NOTHING!

Needless to say, this is a HORRIBLE company. You may get lucky and purchase a product that works but God help you if it doesn't! Therefore, to be on the safe side GO SOMEWHERE ELSE! PLEASE! If not for yourself, do it for the poor folks like myself and others so this company either changes their way or goes out of business (the ladder being the best solution IMO)!

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Brought platinum edition salt cell didn't work correctly they told me drain 6000 gallons of water from the pool and try again did had the same readings didn't work. Tried to return it they told me I had to send it to Australia even though it came from New Jersey and the company said it was based in Tennessee. It cost more to ship it back to Australia that I paid for it. Contacted them again no answer complete scam

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Like all of you on this website (and god I wish I found this last year before I placed my order), I was scammed by www.saltpoolstore.com and the manufacture Compupool. I purchased the Platinum Edition Replacement Salt Cell for my Jandy Aquapure 13 months ago. This is the 3rd cell I have needed in the 15 years (each usually lasted 7 years) of having my salt pool, so when I saw the $379 RETAIL price (I will come back to the capital letters in a minute) and the 5 year warranty, I couldn’t pass up the deal. Fast forward 1 year and 2 weeks, and my cell died. I contacted the company for a replacement, and after paying the shipping fee to send the cell back for diagnostics, they said I would owe $239 for a new cell which was 30% of $795 which they claim is the RETAIL price. In the 5 times I have visited the site, the price was always $379, although the suggested retail price has gone up from $795 to $835. They are selling them for the lower price which makes the replacement cost $113, not $239.
During my conversations with the company, they blamed all of this on the Manufacturer. They said that this was their policy. Here is another issue with that statement. My cell said Compupool on the unit. I tried calling the manufacturer’s phone number in Florida, but the number listed is for an advertisement and there is no way to contact the manufacturer. I tried emailing them, but never got a response.
I am tied of companies like this getting away with scams. I know the saying, if it is too good to be true, it probably is, but I really thought this company was different. I am getting ready to file a class action lawsuit against both the website and manufacturer for time and money lost. If you have been scammed by these companies or your cells died prematurely, please send me an email so we can discuss this and you can be added to the class action suit.

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- Williamsburg, VA, USA
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I ordered a Salt Chlorine Generator System on July 5th at a cost of $419 from SaltPoolStore.com. I received a confirmation email that promised delivery in 3-5 days.

On July 13, no product. Called merchant and got their phone tree. A representatives were 'BUSY' and I was prompted to leave a message. I tried to leave a message but the system hung up before I even started talking. Repeated several times with no results. So, I sent several emails through their contact system with no response.

Checked my credit card statement and noticed that I was charged an EXTRA FEE that was not revealed on my SaltPoolStore.com email receipt. I called my credit card company and was informed that the EXTRA FEE was for a FOREIGN TRANSACTION in Australia!!! They also stated that the transaction was completed and that I could not reverse the charge.

I had to file a dispute with the CC company and am still waiting for this to be resolved.

I also filed an 'Acceptable Use Policy Violation' with Shopify.com who provides the storefront for SaltPoolStore.com

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