If you paid via CC cancel the order and do not pay the bill, just call the CC company and let them handle it. Their not suppose to bill your CC until the item is shipped unless they tell you its a special order and requires prepayment.

I dont think this company is good to do business with. I placed an order with them and cancelled it an hour later after learning from them it MIGHT takes 3 weeks to receive my order. Anyway it took me almost a month to get my money back from them it only took them 5 minutes to take it from me.

Peggy

I absolutely would not recommend using this company. I purchased a complete pool package for a little over $4000.00. They advertise next day shipping. 6 days later I called and they still had not shipped it. When they did ship it the shipping company they used could not deliver to my home for and additional 7 days because their driver was sick. I had to go to the shipping company 40 miles from my home and pick up the pallet on a large trailer. Once I unpacked it, they did not ship the Armor shield, pool maintenance package, pool lighting kit or the closing chemicals that I ordered and paid for. It has now been over 45 days and they have still not shipped the Armor shield, maintenance package or the chemicals. I went to a local pool company and purchased these items so I could put my pool up. The customer service people are not helpful at all and just give you the run around. I am now going through the Better Business Bureau for assistance in getting a refund for the items they have yet to ship. If you use this company, GOOD LUCK is all I can say.

Did you not use a credit card? It should be a no-brainer to get refunded on the items that were never shipped. All of my CC companies will even do partial credits for that sort of thing.

Sorry for the trouble with these guys.

torchme68, I don't think the problem was with the payment option. ACH is supposed to clear by the next business day.

I too, had a very poor experience. No help for me, but I hope someone is able to read this and learn from my mistake. I purchased a pool cover on 11/3/10. The reason I bought it was because it had a 12 year (prorated warranty -2 year FULL warranty)
I put it on the pool, and within two weeks, a thunderstorm came through and the cover was COMPLETELY DESTROYED. One side of the cover ripped COMPLETELY down the length of the cover, ripping out the grommets, tie down straps, and the cord. The cover is described as follows:
# Hem double fold - 1/4" wide rope sewn in for added strength
# Non-corrosive grommets are used throughout the cover
# Water bag loops every four feet for in ground covers
# Double stitched hem with sewn-in polypropelene cord for added strength
yet, the cover SHREDDED within 2 weeks. When I called for a replacement, the representative (Justin) on the phone said there was NOTHING that could be done since it was weather related. He said the warranty only covers manufacturer defects. However, in my opinion, any cover that is destroyed that easily IS a manufacturer defect. All consumers should be warned of their products. I only felt comfortable purchasing this product because of the warranty, which turns out to be worthless.
I filed this complaint with the Better Business Bureau.

After one month I still have not received my steps,coping, diving board or answers. It was 3 weeks before I got part of my order.Coping was lost in transit and they continue to argue with Estes Freight. They were drop shipping pump,steps and diving board. The only people you can talk to is the internet sales group. If you order something from National Pool Wholesalers I hope you have better luck than I have had.
I excavated on May 23 thinking I would be able to start building .The walls are up and waiting for steps and answers to questions that I have. (chirp...chirp....chirp)

The Better Business Bureau website can help you get an unbiased answer to find your answer.

http://www.bbb.org/south-east-florida/b ... l-15001422

looks like lots of people have this problem.

If you are thinking of purchasing through NPW, I would certainly take texasdad's advice...BBB has given NPW a D+ rating. In my experience of dealing with them, it is my opinion that a D+ is way too high. They earned straight F's in my book. Sent me broken parts, then refused to correct the issue. Hard to put up a pool when 9 of the 14 uprights they send you are broken.

However, there is a happy ending to my story...although NPW refused to do the right thing and replace these parts, the manufacturer (Trevi) was outstanding to deal with. After fighting for four days on the phone with the reps from NPW, I called Trevi and within 5 minutes of being on the phone they told me that they would send me new uprights. Which they did-shipped fedex at their cost.

NPW could learn a thing or two from Trevi's customer service.

National Pool wholesalers are the worst, they charged me $3200 for a 12x18 oval pool kit, they couldn't actually provide the pool so I canceled the order, 3 weeks later I'm still fighting to get a refund. They constantly tell me that I have been cleared for a refund but it never comes through, I had to contact visa to try to get the refund and they agree that something fraudulent is going on here, I bought a pool from anther company who were $500 cheaper and the quality is fine plus they were a pleasure to deal with, with the savings I was able to buy better parts than NPW would have provided, do yourself a favor and avoid at all costs, with a bit of research you can get a better deal.

I ordered a SKU# SPNLMC
SmartPool NiteLighter Multicolor Light Kit with Built-in Timer the lowest price anywhere 87.00 ordered sunday got it today thursday not too bad and great price and everything was there and nothing broken or missing so tonight I am in the pool skinny dipping with all the girls now thats what I am talking about thank you National Pool Warehouse you saved me money and turned my pool into the party pool yeeeehaaaaaa!!!!!!

I had a very bad experience with them. I even called on the phone and spoke to them before my purchase to be sure I was getting the correct product. I ordered over the phone and reiterated I wanted the newest model with 2 spd pump and heater. When it arrived it was the old model. I called immediately and they told me I'd be responsible for all shipping to return. The shipping costs were too high to pay and have nothing. When filled the unit would not heat and leaked. NPW said I would have to contact the manufacture for any repairs. I later found on the internet that this older model had replaced the Balboa controls for others that failed regularly and had went back to Balboa. The unit I received did not have Balboa. The Tub has not worked since day one and after repeated calls to the manufacturer, it still has not been repaired as promised. I have had the tub for 8 months and have yet for it to heat-up properly so I could not even use it (for the last 3 months the pump will not even run). Make your own decision, but beware of this seller.

THIS COMPANY DOES NOT LIKE TO REFUND ANYTHING

I ordered a complete pool kit from this company and everything arrived in good order (a few missing parts). That part was great. I followed up that order with a few more odds and ends. Eventually, I purchased a pool filter for a fish pond. The filter arrived damaged. The company agreed I should receive a refund, but in lieu of handling that for me, they referred me to their distributor (that I'd never heard of; didn't buy from; and don't know). Rather than arguing over who should accept responsibility, I called the distributor as instructed. Of course, they referred me to National Pool Wholesalers. And the cycle repeated. We all know the drill. Ahhhhh!!!!!

I'm an attorney so I document everything. I took photos and copious notes. After two months of arguing, NPW agreed to refund my money. The problem is, I never got the refund. Since I'm an attorney, I decided to pull rank and threaten litigation. That email went out tonight. I will let you know how NPW responds. More than likely, they will pay the refund instead of losing a court case. That's unfortunate because I realize most consumers don't carry the "stick" I have. For me, lawsuits cost nothing. For the average Joe, lawsuits are time consuming and cost a fortune. I guess that's why corporations bully people and get away with it.

I have had an ongoing dispute with national pool wholesalers for the past several months. I would not purchase anything from them again and would not recommend anyone to purchase from them as well.

Fortunately I havenot had any dealings with this company, butI will chie in here about how I handle any purchases from the internet or ove the phone.

First and foremost, ALWAYS,ALWAYS, ALWAYS check out the company with the BBB first thing, and second, use a CC, the CC companies WILL work on your behalf, and always put you before the vendor.

If a vendor gets too many complaints, and charge backs from Credit Card purchases, the WILL either jack u the vendors CC processing fees, make them put up a big deposit to cover any potential losses, OR....Cancel their account.

As always Buyer Beware, but there are steps you can take to protect yourself.

Good luck to all having problems with this company, I wish you well.