Kitchener, Canada
107 Manitou Dr #6
N/A
+1 5193401787
Kerbside pickupDeliveryIn-store pick-upIn-store shopping
Poorly managed business – bad communication – wasted our valuable time. On a Monday in early June we agreed to purchase a pool heater that was not in stock at the Kitchener location. We were told that it was in stock at multiple GTA locations, and would be transferred to their store. We paid the required 50% down-payment. It did not arrive that Thursday. Multiple emails to the assistant store manager were ignored. The following Thurs it did not arrive, apparently the truck was delayed until Friday. We were called on Friday by the same assistant manager and told that it had arrived and to come and pick it up. We drove in from our rural location only to be told that it had not arrived and was actually on back-order. The assistant manager apologized and asked how she could make it up to us. I expected her to offer some suggestion – we need a pool heater!! I contacted 2 other locations only to be told that all locations are completely sold out of virtually all pool heaters and it might be late July or August before they receive inventory. 2 weeks of poor communication by an unorganized ‘business’ that is poorly managed and cares little about customer service. We will take our business to a locally owned independent pool supply business that understands and cares about customer service. I was told long ago that “the sweetness of low price is long forgotten when the sourness of poor service is realized”. The thing is, there prices are not discounted enough to off-set any amount of poor service, they are simply the closest pool supplier to where we live. Shop elsewhere.
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Staff have been very friendly and very helpful every time I’ve been here for the past three years.
Pools can be expensive, which is why I get all my pool supplies here! The staff are so wonderful, always providing great information and customer service. (They also give the best price!!)
No customer service!!! Have made numerous attempts over the past month trying to speak with someone...anyone about an online order. Tried head office, individual stores, anyone who could give me any update. Phone extensions ring and ring eventually sending you to a voicemail inbox that’s full. Should have paid better attention to past reviews and went elsewhere! Save yourself the aggravation; shop elsewhere!!
I tried to find a pool skimmer kit on the website could not find the one i was looking for....So i called into the store to see if i could get a part number for the skimmer went back on line put the part number in on the website did not work...So i phoned the store again got the guy on the phone that gave me the part number...I said that number he gave me did not work...He said he will find it on line and put me on hold...When he came back on the phone he said is on the second page half way down the page..I said ok let me have a look on that page well your on the phone. He said he was too busy to wait till i find it he has customers in front of him and doesn't have time to wait...I said customers on line are also customers not just the ones in the store...i said i have been trying to find this skimmer for a half hour and cant find it ....He said he has customers in the store that have been waiting for half hour as well and could not hang up fast enough had no interest in helping me out...So again looked were he told me it was on the page and it was not the correct skimmer i was looking for. Awful customer service short and rude..I went to Pioneer pools website and found the proper Skimmer in seconds so i order that one on line ....I have always bought my supplies from this location but after this experience maybe not anymore
Deli
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