Discounter's Pool and Spa Warehouse

Brutal: Went in to purchase a Hayward VS Pump, on Sept1st (Friday of the Long Weekend) they brought me 1 from the back what looks like a damaged box, was re-assured that it was only the box, after the install, new piping, new pump base, the electrical complete went to start the pump and the motor is binding and stalled out, I disconnected the pump return it to Discounters only to find out they only sell the product, they will not take returns, will not offer your money back and not even offer a solution, All I got from the sales staff is "I got it" They wanted me to go back, re-install the pump, connect it all up and take pictures to send to Hayward of a non working pump. What a Gong Show, will never step foot in that place again, very poor business model, If I was Hayward I would even let those guys represent my product. Terrible

We wanted to buy a safety cover for our pool and went to Discounters Mississauga. Andre, the Asst Branch Mgr, helped us from start to finish. He was very helpful and knowledgeable. Within abt a week, we had a team at our place laser measuring our pool as it was a custom order. About a month later, we received a call, advising our safety cover arrived for pick up.

We are very happy with the service we received from Andre at DPSW Mississauga, and we would highly recommend this location!

UPDATE: Sept 29/23

Adding finished pic: The installers were here today installing the safety cover. They were on time, and did an AMAZING job!

I recently purchased an inflatable Swan from Discounters Pool & Spa Warehouse, and I couldn’t be happier with my experience. The service provided by their staff was exceptional – they were incredibly helpful, knowledgeable, and friendly throughout my visit. They patiently answered all my questions, ensuring I made an informed decision.

The store itself was a pleasure to navigate, thanks to its cleanliness and excellent organization. I easily found what I was looking for without any hassle. The variety of pool and spa products available was impressive, making it a one-stop-shop for all my needs.

Overall, Discounters Pool & Spa Warehouse exceeded my expectations. Their top-notch service, along with a well-maintained store, made my shopping experience enjoyable and efficient. I’ll definitely return for future purchases and recommend this place to anyone in search of exceptional pool and spa supplies.

Purchased an efficient pool heater (heat pump) and new pool vac from DPS. Andre the store manager was pretty awesome. Super responsive, great communication and went the extra mile for me which ended up in pretty significant savings! Much appreciated Andre!

I have a problem with my pool and this location is going above and beyond to try and help, excellent care and service.

I had ordered a Leaf net for my pool. The manager got back to me two days latter saying it was ready for pick up. The Service was prompt and friendly.

Staff at the Mississauga location on Dundas Street are incredibly rude and uninterested in helping clients. 5 people sitting behind the desk, store full of people. These employees are not inspired to work!

Recently I purchased an incorrect chemical for my pool, not understanding or knowing about the no return policy on chemicals. Few days later, I returned to the store to try to return the unopened chemical.

No-return policy on chemicals is only posted in one small spot behind the counter, and not marked on the receipt or in the chemicals area on the signage.

I hadn’t open the chemicals and was just looking to return it. Because I had not seen the no return policy on chemicals posted I inquired as to where it was posted in the store, so that I could understand it better. I was very polite and calm.

The response I got was incredibly rude and uncalled for.

The Store Manager came over and in a loud condescending voice started reading the entire poster that was posted behind the counter, as if I was stupid.

After, when I needed help finding a pool part, the one clerk, who I had originally asked for help, said to her colleague, in front of me, that she did not want to deal with me.

Maybe the staff need a lesson in good customer service.

There is no need to treat people this way. Despite the convenience and pricing, I shall be taking my business elsewhere.

Update; I got a call from Sean. He does care about his customers and listened to my feedback. He also offered to refund my chemicals, even though he doesn’t have to. But, of course I appreciate it. I will return as a customer. Thanks Sean.

After being a regular customer for 12 years, yesterday I was refused to have a water test done. Once a month only, I was told?
I had to check if the salt level in my pool was ok, after following their instructions, but they kept on insisting that testing for me is done for this month.
Their recommendations turned out to be wrong.
I’m not their customer any longer. I would not recommend this place.

I’d like to follow up.
Today I received a call from Mr Sean. He truly regretted what happened yesterday, so he personally offered to get my pool water tested and offered additional help.
I kindly appreciate the honest approach and quick resolution.
I’m definitely remaining to be their customer.
Hooray for year 13

I placed an online order for replacement parts and received a quick email confirmation that my order "was shipped". I waited two weeks and the order did not arrive. I sent an online inquiry. No response. I called and left a voicemail message for "exiting online web inquiries" (they say they'll get right back to you). No response. Out of desperation, I called my local store (Dundas Street in Mississauga). They were very responsive and Sean (manager) got involved with my order which I received, at home, two days later. My thanks to Sean and the Dundas Street store for great customer service and stepping up and doing what others failed to do. 5 stars for the store. 0 stars for the online team.

Placed an Order for Delivery on April 11 to have delivered to my home received an email April 12 saying it was ready for pickup at store. Called store and they said it would be sent out either today or tomorrow. Waited 1 week still nothing, called store again and left a message which nobody called me back so I called again and was told that it was at the store ready for pickup explained story again and employee said manager would send it out. Called yesterday for the fourth time and still item at store. I was not impressed as its been almost 1 month without my order only for the manager not to call me back when I asked employee to have him call me. Was told that I had to send an email to the manager explaining what to do and he would contact head office to have item sent to me. GUESS What no response to the email and I doubt I will even receive the item or receive a call back. Staff just seems to not care. Horrible Service

Online Order placed in February. Still no pool.

I finally received a delivery today (June 4) and only half my order showed up. Packing slip says it all shipped yet I only received 1 of 2 pallets. Still no pool.

I ordered my pool in February. Received 2 different messages throughout May with a delivery ETA in May only to finally get a delivery on June 4 with only the filter, pump and hoses showing up (which were swapped out for the Aruba package after my initial Bronze package was unavailable). Still no pool.

I took today off work to begin assembly and again, only to have the pump and filter show up. I phoned your Customer Service 3x and left a message with them twice and still no call back. I have sent emails and not heard back. I understand delays with Covid but I also feel I have been more than patient. Payments have been taken out of my account for the last 3 months and I need my pool. It seems only by posting a review will I get an answer or update based off previous comments on here.

Very disappointed in the Customer experience so far as I still wait for my pool.

I placed my order online with Discounters, and got everything fairly quickly. I can understand completely why things are taking longer than usual. My sympathies go out to everyone in the pool business that have to deal with an overwhelming amount of pool owners.when I arrived to pick up my order the staff were helping everyone the best they could but for some of the people waiting with me in line, it didn't seem like it was enough for them. Thank you for working though the pandemic and helping me with all my pool needs.

- Jay

Horrible customer service! Do not order on line you won’t get your item and no one responds to emails.
And if you call one of the stores your told they don’t deal with online.
Crazy
Not recommended

Customer service very poor. I ordered a pool pump. It took a month during pool season. They shouldn't have sold me a pump online that they didn't stock.

Out of six friendly inquiries, they only replied once.

Finally after a month they answered phone. I stayed on phone till they figured it out. In the end Ben was the one that took the time to resolve.

When I picked it up, there wasn't an apology from the manager present. When I requested use of the cart to wheel heavy pump to my car, they said no because it was the only one they had. When I assured them I would only use it for seconds, they hesitantly permitted.

Really sad to see such a lack of interest in the satisfaction of customers.

I recently worked with Jeff Jacobi. Let me tell you what a great guy and experience. Super friendly and helpful. Was patient with my questions and was great at communicating any changes and even got me my pool long before I thought it would come in. Not often do you find workers that actually care. In this case, Jeff is the man. Highly recommend.

I placed my order and followed the outlined procedures. Everything was prompt and courteous. I even noticed an extremely patient staff member politely dealing with an irate and obstinate customer.
I have already recommended the store in my facebook mississauga group that I am a member of. Keep up the good work!

Would give them 0 stars if I could. Purchased replacement bulbs for $500. A week later they go on sales for $400 and they refuse to refund the difference back to my credit card.

@Chris, sending me an email restating the offer is not a resolution to the issue. Your telling me to buy the lights on sale and then return the original order once the store re-opens.classic.

I ordered a hot tub from DPSW because their site indicated "In Stock" and Buy Now before they are gone. According to their policy, in stock items ship within 7 days. After multiple attempts at contacting DPSW, I was not getting any confirmation of shipping, I tried calling customer service, no answer, I left messages, no call back, I sent order update emails, no replies. I finally did receive an email after 6 days of trying to reach someone, to tell me the hot tub was "back-ordered". How can an In Stock item be backordered? I ended up cancelling the order as I feel like I had been misled with no real assurance as to when we would actually receive the order.

They're great, when things are great. When you need customer support, they're terrible. Unfortunately, how a company deals with 'the bad times' is what defines their quality. Got a new liner from them, they referred a goon named Lenni from Premier Pool Group in Missisauga. 4 months later, I have like 15+ holes, leaks, and folds along the bottom of the pool. No one will return my emails or calls, or work out any form of shared accountability. Shame on these guys. Buy your chemicals there, nothing else.

Discounters. Mississauga best pool supply store. Staff so experienced, helpful, honest. Will, amazing really appreciate everything. Would recommend this pool supply place great price and staff. Thanks Richard Keller

Friendly service. Very helpful. A few bucks more than I normally pay. They were out of liquid chlorine today.
I will shop there again

Awesome experience, staff is very knowledgeable and patient to answer all your questions. Very happy and will definitely be back

We went to open our pool yesterday and our Hayward pump blew. I immediately called Discounter's Pool and Spa and Will ket me know the pumps were in stock and he would ensure my online order was taken care of right away for pickup the following day. Not only did he do that, he called me before 9 am the following day to let me know I could come pick up the pump as soon as I could. COVID-19 has affected alot when it comes to online orders, the wait and delivery times frustrating. It has not affected the great service here at DPSW. Thank you Will for going above and beyond my expectations. The pump now installed is working wonderfully!

Is it possible that no one in this store knows anything about pools? All their staff knows how to do, is ring in your purchase. Absolutely awful that I need to call different pool stores to find out how to fix a problem with the pool I bought from Discounter! 2 stars just because they sell products I need.