The Pool Store

Absolutely the best and most informative source for all your water related issues. Have always felt I was being told the truth and not upsold chemicals. Very knowledgeable and experienced staff.

I have just experienced the worst customer service I have come across in a product and service provider. If you want to give your business to a store that cares about their clients, you best find another store. I booked a sand filter installation with Kelly. That part went smoothly, the quote was fair and the installation date was pushed back due to bad weather. I was in the night before and reminded Judi that I need to called 15 minutes before arrival. Judi told me Kelly handles all the scheduling but she put me in for the first job at 8:30 AM.At about 8:30 AM I get a text advising me that they did not have the filter in stock as previously quoted but they did have a 24 inch filter for quite a bit more money. Having dealt with other pool stores I asked if they can’t go to Pickering for the filter they quoted. Kelly actually attempted to tell me that the 24 inch was a more compatible filter which is simply NOT TRUE. She was simply trying to keep her schedule and/or upsell me due to her mistake. So I have a bad taste in my mouth already but she agrees to go to Pickering to pick up the correct filter and my install would be delayed a couple of hours. Around 11:00 AM I check and she says that they are not back from Pickering. I explain I have a schedule as well and I am taking time off work to be there for this install. She advised me shortly after it would be done in an hour. I contact her to find out what that means and she changes her story and says all she can say is ASAP. That is when the discussion got heated as I was led to believe I would be a priority due to their inability to keep an inventory. I was continuously misled then told we had other jobs we needed to get done as well. I asked why she did not update me with that and she made a comment of how busy she is. Well nothing is more insulting when a person assumes that their agenda far outweighs your agenda. She actually advised me on a few occasions to get the job done elsewhere as I am being disrespectful. I made it clear that I was being that way because I had been disrespected for hours already. There is an attitude from this person that nobody should have to deal with.A couple of years ago I was waiting for a sample and there was a debate going on with another customer. They literally told the customer that they don’t need to deal with that attitude and that there are 3 other pool stores within a mile. Well, if you can not admit or own up to mistakes, you can surely expect some confrontation (which they refer to as “disrespect”) from a customer.As far as pool water testing goes I have heard they are the best. I have always found them to be honest and not even push their own chemicals if you already have some. Judi has even referred me to another store for salt when it was on sale.Judi contacted me and was given false information from her staff as to what updates they had given me. She simply did not care and actually asked me to never use them again.Obviously I will never use this store again as a result of their inability to be accountable for errors. Their treatment of customers obviously comes from the top down.Yes, there really are at least 3 pool stores within a mile.

Absolutely amazing customer service! A huge shoutout to Judi and Derek. I am a first time pool owner and was blown away by their service. They go above and beyond to help out with understanding your pool chemistry. Couldn’t have enjoyed my pool without their guidance. Definitely recommend them for all your pool needs.

In response to Kevin CI have always gotten the best customer service from the whole The Pool Store" employees. They have always been honest and courteous to me as a customer and have gone out of their way to accommodate my needs. As for the delay

Judy is the Queen of pool maintenance.Only place I go.No BS. She's a straight shooter and a a great source of knowledge for a beginner like me.

The nicest, smartest, caring, kindest people on the planet! You must go there for your pool or spa needs. Now!

HiThis is a response to Kevin C.I have been coming to the pool store for many years. Not only is the customer service great, it's exceptional!To hear this man speak in his review makes me believe that he obviously comes from a government job and has no idea how businesses work.Sometimes when you order things they may not arrive as quickly as you like. For example, the place where you pick it up did not have it ready, or traffic is busy or....... there are many reasons why. We do are best to help people but it doesn't always happen the way you hope.Now, when a customer is rude to the people who are trying to help them, such as constantly swearing and being insulting. Well, it would be hard for anyone to care about these people.Sometimes having patience and being understanding, considering that they would have had this completed in that same day would have been the way to go.Yes, there are 3 pool stores within a km, but none as great as this one. The Pool store cares and works hard to help you get your pool up and running. There prices are better and they only give you what you need. I have never been upsold on anything and have never felt insulted.Keep up the great work!As for Kevin, good luck at the other 3 pool stores!

We used to go to the Pool Store for all our pool supplies and had a good experience so we decided to give them a try for our pool opening this year. However, during the pool opening the crew left all the small debris and leaves on the pool cover and while removing it they submerged the entire cover in the pool. All the debris had re-entered the pool and we had to spend hours cleaning it ourselves afterwards. After they left I opened the storage bin to check the cover to see if it was clean and it was completely dirty. When I called the store to advise them, they argued with me and informed me that this was acceptable and to their standards. I've had many different companies open my pool over the years and unfortunately this was the worst experience by far.

Judi and Kelli have been so amazing. As a new pool owner with a pool that needed more work they really empowered you to be able to rehab it on your own. They taught you about the equipment and how it works,as well as the chemicals. Support via text was also provided which was so helpful. They’re always kind and encouraging. I highly recommend the Pool Store for all your pool needs.

We love the pool store, you are in great hands! Family run and we always feel taken care of. They always offer sound advice and don't over charge. Very trustworthy, we used them for pool openings, closings and a new pool pump! Thanks again