Polygroup Overview
Polygroup has a 1.4-star rating, derived from feedback provided by 374 customers. In the Pools, Spas and Plumbing Supplies category, it secures the 5th position out of 219 companies.
Rating
Contact Information
Website
www.polygroup.com
Phone
(888) 919-0070
Address
8 Cotton Tree Drive, Central, Hong Kong, Unit 606, Fairmont House, Hong Kong, 00000000, China
Polygroup Reviews
Anonim
Swimming pool
We bought one and in 3 weeks the seam ripped. Unfortunately I bought in March but being from Newfoundland, Canada our summers dont start until late June, early July so by the time I put it up they refused to replace it because it was past the 90 days this was my sons birthday gift in may and now he is heartbroken and the company could care less I would not recommend!
Anonim
This pool failed completely within 3 weeks. Customer service was awful. They do not stand by their product. Waste of time, money, and water. DO NOT BUY.
I am 66 years old with a bad knee. Customer service made me go round and round the pool searching for leaks with a spray bottle. When I couldn't find the leak they told me that they couldn't help me. This pool lasted less than 3 weeks. Waste of time, money and water. DO NOT BUY THIS PRODUCT.
Ben
Liner Tore and they Refused to Replace it
Pool tore at the seam after one use. Company refused to send me a new liner. Instead, they insisted on sending a repair kit. Repair kit was useless. The tear got larger and larger. Pool lost all its water. Called back and was told the liner is out of stock and they have no idea when it would be back in stock. Now I have a frame, no liner, and I'm out $575 without any recourse. Simply a horrible, horrible company. Look at their reviews on the Better Business Bureau website. Avoid them at all cost.
Phillip
Poor Quality
Updated by user Jun 28, 2023
Ended up buying a different pool. PolyGroup still refuses to make things right. DO NOT BUY SUMMER WAVES POOLS!
Original review May 28, 2023
Purchased 14x48 Summer Waves pool in August 2020. Used for one month last year. Filled pool for use this season and there are multiple leaks in the seams and small stress holes from weak spots in the liner. Contacted Polygroup and I was told there is only a 90 day warranty on the liner from date of purchase and that there was nothing they could do. Although the warrant claim for says two years. Spent $500 on a pool we were only able to use for one month.
Anonim
Needs replacement parts
I am trying to find out if my saltwater system is working correctly the low salt light goes from green to red I had my water checked they told me I had touch salt so l drained some water out twice and it still does the same thing Ive only had it for a few years but never rehearsed it
Sherrie
Summer waves elite pool quest
I called to let you all know three of legs where damaged it was a hassle to try to get resolved never did try to use legs nope kids never used pool ugh total waste of money
Kenneth
I bought a 7.5 ft tree with a remote 12/12/2022 the remote does not work.
I have called twice today and no one answers. The second call rang for 25 minutes before I gave up and hung up. I have tried before to fill out the request to replace and then tried again after no answers on the phone. I get stopped because I can't find a model number. Was told it is on the tree and on the box. I can't take the tree down to search. I used every number I found on the box and it is rejected on all of them. Polygroud Polygroup
Holly
Resolved: I’m missing a part to my tree .
Updated by user Nov 28, 2022
Company fixed the issue and I have been provided with product or service ordered.
Original review Nov 28, 2022
Unfortunately, I am unable to get in touch with anyone. The phone is constantly unavailable. No one comes or response to email or the online chat.. I have been trying for three weeks. I purchased a Christmas tree that has discontinued lowes that was missing a part. You would think I would just be able to get online and order the part or talk to customer service and have one sent to me. Nope ! Its been three weeks and I havent been able to get a hold of anyone..
alpha
Replacement Parts and Customer Service
I bought a tree from Lowes last year for about $400. I lost the remote and it's useless without it. The company refuses to send me a replacement. I called customer service and was on hold for an hour. A lady with very limited English finally answered and said that they do not sell replacement parts and to basically kick rocks.
Theresa
My pool was a lemon it would not stay inflated
My pool would not stay afloat all the air leaked out so of course it would not hold any water I would like for polygroup to take the time to call me about this problem the pool was purchased from Big Lots in Baltimore Md
Michael
The Worst Customer Service In the world!
Original review Jul 19, 2022
New pool busted at the seam. Almost 4000 gallons of water gone in two minutes. Less than two weeks old. Customer service would do nothing but say maybe in six months we could get a liner. Scam Company! Check the BBB RATINGS! ITS UNBELIEVABLE! Agent Refused to let us talk to a supervisor !
Cousin
Resolved: 16’ Pool seem failure
Updated by user Jul 08, 2022
Accepted offer of lesser product if priority shipped. Partially satisfied. However I will not purchase company product in future.
Original review Jul 08, 2022
Update: Case elevated, warranty supervisor offered a smaller 15 pool liner or gift card. I needed a pool for grand kids summer vacation and accepted. Purchased a 16 soft sided summer waves pool, canvas and cover. After filling and treating for July 4th grand children visit, the seem failed. Store was out of replacement and all 16 pools they sold had been returned with same defect. Polygroup warranty would replace, but item was on back order. Polygroup Would not provide other replacement. No pool after hundreds of dollars in chemicals, sand and materials. They offered a polygroup gift card for the cost of the pool or wait until they have replacement in stock. Poor product, customer and warranty service.
Fernando
Bad quality
Original review Jun 30, 2022
Liner is getting unglued I called the warranty and they say that the liner warranty is 90 days, Also the quality is very bad, the drawing on the bottom of the pool its fading already, I install the pool almost 4 months ago
CHARLIE
Leaking pool
received first one (12x36) after 2 months it was leaking on the bottom side seam. after going back and forth a dozen times with pictures that i had to send to them more then once , they authorized a replacement which took 8 months to receive. only to find out that the replacement has a seven day warranty from the time you sign for it.so i received the second one and guess what it has a small pin hole in it. about midway. so as far as there concerned I'm out of my seven day warranty DO NOT PURCHASE FROM POLYGROUP (summer wave pools) there not worth it
Deborah
Hole in seam
Original review Jun 15, 2022
My daughter got a 24x52 above ground pool for her birthday. We finally got to set it up only to find a leak IN THE SEAM. After an hour on the phone and even sent them pictures, they told me to patch it because I didn't have a proof of purchase...THE PROOF IS IN MY BACKYARD! I even have the box still! It was a gift! Absolutely ridiculous.
Janet
Warranty Agreement is not as stated
Updated by user Jan 12, 2022
Between January 5 and January 9 POLYGROUP attempted to continue to solve this issue by automatically sending me a tree that I had not approved as an exchange (it was 16" wider in diameter). It was a signature FedEx delivery and was finally able to get in touch with a...
Original review Jan 06, 2022
The SAGA Continues: Here is the updated complete communications, FINALLY, with Polygroups regarding the warranted tree. Still no resolution. May need to take to Small Claims Court. NOVEMBER 11, 2021 Assembled XMAS tree and discovered a top branch in Section 1 (Bottom Section) was bent down. Called POLYGROUP (888) 919-**** as outlined in directions "DO NOT RETURN TO PLACE OF PURCHASE contact POLYGROUP ". Registered warranty on Tree and submitted a claim with a customer service person. Claim involved taking photos of damaged branch and also sending a copy of the tree purchase receipt from @HOME Store. Was advised should get email within 2 hours and replacement branch would be sent. NOVEMBER 18, 2021 Had not heard from POLYGROUP as to damaged tree branch. Talked with Miguel. He looked into claim and advised looked as if hadnt registered tree for warranty which he had me to do again. He did see the photo and receipt though. He was very thorough and advised, again, that I should be receiving an email from POLYGROUP within 24 hours on this to get the branch replaced. DECEMBER 11, 2021 Still no word from the POLYGROUP Company so called again. This time talked with Gus. He found the claim and noticed they needed to know the section connection type and wasnt certain why no one had emailed or called me with this additional request for information (although this should have been known with all the information I provided on the serial number, model number, type of tree and where it had been purchased). He again confirmed my email and I was again advised I should hear from POLYGROUP in 24-24 hours. Also called @HOME Store to advise them of issue and that if did not get resolved would be returning the tree. Individual I talked with stated if I returned it then I would only get the sale price back. JANUARY 4, 2022 Still no response to this warranty claim. Called at 3:00 pm CST. Talked with Tony. He advised he could see the claim was complete with all receipts, etc. and the information had been forwarded, again, to the Warranty Dept. He was sending another email to the Warranty Dept and he assured me I would either get an email or call within 48-72 hours. 4:15 pm I received call back but because Polygroup does not show caller ID (Name or phone number) it went to SPAM. Noticed immediately though and called back and talked with Sandy. She advised there were no parts available at this time but would I accept a new tree? I advised that I would accept a new identical tree and she then said the Polygroup Warranty Department would be contacting me shortly to get information agreeing to the replacement tree, shipping info, etc. 5:16 PM I received email advising Polygroup was processing the shipment of a replacement tree and provided the order number and type of tree. I immediatey noticed it was NOT the tree I had purchased and could not even view the type of tree on their website to get specifics. I decided to call in the morning to get this information and get the order stopped. January 5, 2022 9:23 AM I sent an email first in response to the late afternoon email from Polygroup advising this needed to be cancelled as this was not the type of tree I needed for my home (I need a SLIM tree). Also, I had no idea the number of lights on this tree, the width, etc. No information at all was provided. 10:00 AM I called Polygroup to talk to a live customer service person advising I had no idea about the type of tree they were sending as it was not the tree I had purchased and to get the order cancelled until I could get more information. Talked with Leslie. She advised they were out of stock in the tree I had purchased but could send this as a replacement. After looking up the specifications it was a wide tree which would NOT work in our home. Leslie advised she would get in touch immediately with someone who could help me further with this issue. 11:15 AM Natalie (I think) from Polygroup called while I was driving to an appointment (my cell phone is Linked to my car so was hands free). She advised the only other option was an 8 Ft tree in the slim size. I advised her that was not an option as I specifically want a 9 Ft slim pre-lit tree with the same number of bulbs. I advised her that I was willing to wait several months until they would start to restock for The next holiday season but she said she had no way of doing that. I then suggested they contact one of the retail store companies they stock with their trees to see if one of they had a replacement of the same tree. This tree was made by Polygroup and warrantied by Polygroup with any issues to be resolved only by Polygroup and not by the store it was sold out of as per their warranty agreement. The tree I had purchased was from the @HOME store in Clive, Iowa. Natalie advised this was also not a possibility. I then suggested they simply refund my money as their resolution was not in compliance with the warranty agreement. I did advise her that in the State of Iowa one could also easily file a small claims suit against the company which would cost the company not only the cost of the tree but legal costs for the filing and court time as well as use of an attorney they might need to use in the DSM area. I suggested she contact someone further up the line in the Company to get this resolved. She stated she would get back to me in about about 20 minutes which was not convenient so asked her to call me back in a few hours. 4:35 PM - Victor called from Polygroup. He again tried to sell me on the tree they were sending which was 16 in diameter wider than the tree I purchased and was definitely too big for our home. He also advised it had been shipped via FedEx to which I responded I would not accept the shipment when it arrived (fortunately it also required a signature). Once again, I advised him the D Companys options were: 1.To wait until their new trees arrived in several months and supply me with a 9 foot pre-lit tree with the same number of lights and the same diameter (44) or at least not wider than 46 in diameter. 2.Check with the major stores they supply to see if one has this tree available to replace my tree under the warranty. 3.Submit a check in the amount I purchased the tree for from the @HOME store so that I can replace it a tree of the same height, pre-lit, same number of bulbs, and same width when the 2022 Xmas trees become available in the stores. Victor replied he would need to check with supervisor and would get back to me in 20 minutes. There was no more contact from Polygroup the remainder of the evening.