Leslie’s Poolmart Reviews

Really disappointed with customer service at Leslie's store 9721. I brought in a water sample for testing like I always do. There was one person ahead of me getting their water tested. After standing around for 20 minutes, that person still hadn't finished. I saw two other staff members just standing there doing nothing, and they didn't even acknowledge me. The service was terrible so I left without getting my water tested. This kind of experience is unacceptable.

Tried to save $20 and ordered online instead of buying in the store. They had the chlorine tablets in stock at the store but wouldn't let me buy those instead, insisting I had to wait for my online order to ship to the store. That makes zero sense to me. I asked if I could get my money back but they said no until my order ships. The customer service ladies were actually super nice about it though. Their online ordering policy for basic items like this is ridiculous. It turned me off enough that I'll shop somewhere else. Too frustrating to deal with.

I was sold a warranty on my salt chlorine cell system. When I called to use it, one specialist told me one thing but the district manager said something completely different. They wouldn't return my calls or emails and it took 3 weeks to get a straight answer. This is hands down the worst customer service I've experienced anywhere.

Leslie's bought out Texson Pool Company and the transition has been a complete mess. My main pump failed in February of last year. The technician said they didn't have a standard pump in stock, so they installed what seemed like a subpar replacement. It was programmed incorrectly, and the pump manual is practically impossible to understand. Nobody explained how to fix the time settings which were off by 4 hours. It's summer now and I still can't get my chemicals balanced. My pool isn't usable at all. I've tried calling many times, including a recent call on 7/21. The tech promised to come evaluate the issues that same afternoon but then changed his story. An appointment was supposedly scheduled for the next day but nobody showed up. This company is extremely unprofessional and I can't speak to any managers. The staff members give me different information, transfer me around, and then hang up on me. They changed their company name but kept the same branding. This is only scratching the surface of my problems with them.

I booked an appointment with them and had to wait weeks for an opening. They said someone would come measure my pool for a cover quote and that I didn't need to be home as long as they could get to the pool. When the guy showed up he knocked on the door because he wasn't sure what he was supposed to do since his assignment notes were too vague. My husband called to tell me he was there and I explained we wanted quotes on both manual and automatic covers. He went back to look at the pool and came back leaving a tag saying no one was home and we need to reschedule. When I contacted Leslie's customer service I talked to two different reps. The first one kept trying to reschedule me and when I asked to speak with a manager she said no managers were around. I think there might have been a language issue because she didn't seem to understand what I was asking. The second representative was friendlier and said a tech would call me back but that never happened. Based on this awful experience I would never use them for any services or shop at their store.

Liz at the Simpsonville location went above and beyond helping me get a refund for an order that had issues. She really knew her stuff and made everything simple.

Leslie's pulled a bait and switch scheme on me with their pool closing service. I got quoted $250 plus a $45 trip fee both online and over the phone. I confirmed the price before they started work and told them to go ahead. Once they wrapped up, suddenly the bill was $320 plus $48.15 for the trip. Since I asked about pricing beforehand and they confirmed those numbers, I shouldn't be on the hook for extra charges. This is textbook bait and switch tactics. When I contacted their customer service, they just repeated the price and asked me to share the quote I received. They're deliberately lowballing customers to get them to agree, then jacking up the price once the work is done. I found cheaper rates from local pool companies anyway, and they claimed they could match prices but didn't. I'm asking them to honor the agreed price or this goes to court where a judge can decide. Companies like this that deceive customers with cheap initial quotes and surprise price increases need to be held accountable.