aquasupercenter.com Avis 46

Took my money but never sent the product. Then sent a letter saying I'm not getting the product or a refund, to file a claim with my CC company.

I ordered and was charged for a Loop Loc Brass Anchor on September 29th and as of November 9th there has been no product delivered, no correspondence. I've emailed with no response. I've called the number from the website and the line says the number is not in service and quickly hangs up. The only other way to make contact is by chat box, but no one is there chat back. A TOTAL LOSS!! I Wish I had come here before going there. I was able to find what I needed on Amazon and got more for less, so beware of this site!! If you need anything offered on this site, try finding it somewhere else!

If I could give it no star I would. Placed an order Oct 23,2022, my cr card charged by Top Pool Supply, never received my order as of Nov 7. Cannot contact this place by phone or email and no response from their website. Smells like a SCAM to me. Reported to my cr card to dispute and reverse charge...

What a scam. Never sent the part.

Like so many others that have posted complaints, I too have had the same terrible experience - I have been cheated. Submitted an order that was never filled. Long story short, I got one email after the initial acknowledgement that I placed an order - It was an acknowledgement that my order was being worked on, and then I got nothing after my payment was taken, no further response, no items, etc. I did file a complaint with BBB to warn others...

Buyer beware! This has all the markings of a scam.

They took my money! no phone number that works and no response from e-mails. BIG SCAM!!!!

DO NOT ORDER FROM THIS PLACE! They will take your money and never deliver your items. It’s a complete ripoff.

It's that simple, they attempt to sell items at less cost than the competitors. Then they charge your card on day one, and never ship.
When you complain, you get a letter stating: "I have some bad news and possibly good news as well to some of you. We have been forced to stop all business operations at this time due to circumstances beyond our control (more info on this at the bottom of this letter). I’ve provided resolutions for everyone below. I take full responsibility for this and for that I am truly, truly sorry for the inconvenience we caused you. "
They blame it on the card services" How a business like ours works is as follows: When you pay online using your credit card, what really happens is a ‘merchant processor’ is the one responsible to process your transaction and collects the money from your card and deposits it to us typically within 2-3 business days. Now…. Here is where the issue comes in… "

Lastly: "I wanted to explain as we hear “you took our money and are not shipping our order” recently. Part of that is true, but we have not received any funds. We have shipped 100% of orders we were paid for. Granted, this is NOT your problem and it's so unfortunate as it’s honestly a lose-lose situation. Fact is we will take a loss and stand by our customers."

When you open a dispute with your card vendor, they will respond saying they shipped the item and provide a fake tracking number.

AVOID this merchant at all expense!!

They are a complete scam, they charged my credit cards three times $2,688 each over $7,500 on Sept 8th and shipped nothing. They do not answer their phones or return emails and sent a form letter stating they got shut off by their suppliers and will be refunding our money we paid and never received what we ordered. They evidently have VISA and Mastercard scammed because ever dispute we have filed has been overturned they are con men of the first order and will end up in jail.

Scam. They are not listed on the BBB as they claim with this statement. "Leaders in Pool Supply
Over 1 million customers. BBB A+ rated since 2004"
Additionally, they never shipped our order and sent us an email saying their merchant services never paid them so they can't refund us. Seriously...I have the emails. HUGE scam. They're still selling things even though they told us they can no longer buy merchandise from suppliers because $500,000 was stolen from them.

took my money and shipped nothing then sent the attached email trying to justify the theft but i will hold them accountable for that and more . Important Update with your Order

Hello! - This is Chris Smith, the Owner of Aqua Supercenter. I wanted to take this opportunity to thank you for choosing Aqua Supercenter.

This letter will not affect most of our customers as we are still currently shipping out orders on a daily basis. If you received tracking and/or your order, please disregard this letter.

I have some bad news and possibly good news as well to some of you. We have been forced to stop all business operations at this time due to circumstances beyond our control (more info on this at the bottom of this letter). I’ve provided resolutions for everyone below. I take full responsibility for this and for that I am truly, truly sorry for the inconvenience we caused you.

Official Resolution

Let me first say that we will ensure every single customer is 100% taken care of and gets a full refund or their product ASAP. We typically process ~5K orders a week; so bare with us please - we are aiming to resolve this issue by mid to end of week at the latest.

The Official Resolution to this will vary based on many factors such as payment method, if you filed a chargeback, if your order has been shipped, etc.. We are going to handle this proactively, but - it does not hurt to reach out to us using this special email address we created to handle this specific issue: COVID@AquaSupercenter (Our team will be available and checking the email I provided all day so feel free to reach out to us with any questions.)

Transparency into the ‘why’ & ‘what happened’

I’m kind of at a loss of words and I don’t want to ‘delay’ sending this letter any longer than I already have as I think that's unfair to our customers.

How a business like ours works is as follows: When you pay online using your credit card, what really happens is a ‘merchant processor’ is the one responsible to process your transaction and collects the money from your card and deposits it to us typically within 2-3 business days. Now…. Here is where the issue comes in…

Aqua Supercenter has not received ANY money from our merchant processor since August. We are NOT a small company either, to give you an idea out of full transparency - we averaged $25K++ per day in August/September (so as you can imagine, it adds up FAST). We have still been shipping orders daily and I personally have been in multiple conversations with our merchant provider. They state that they can not tell us why (other than it’s from ‘risk management’ - so my assumption is that the merchant processor is trying to protect itself due to the major increase in bankruptcies due to COVID-19).

I’d gladly continue with business as normal; but again my talks with the person in charge of our merchant processor account told us to continue shipping orders and they will ‘check in on us bi-weekly’ - but he could not give me any idea of ‘if’ and ‘when’ they will fund us. We sell over 12K items, so the majority of our inventory we buy from suppliers; which requires us to pay upfront (so if you think about it: this creates a major DOUBLE loss for us - as remember we are not getting any of the money that you have paid for your pool supplies… YET, to fulfill the orders we have to pay for the product so each day, to fulfill all orders we have to pay $25K pure cash out of our bank account with ZERO incoming money…. this added up fast).

I wanted to explain as we hear “you took our money and are not shipping our order” recently. Part of that is true, but we have not received any funds. We have shipped 100% of orders we were paid for. Granted, this is NOT your problem and it's so unfortunate as it’s honestly a lose-lose situation. Fact is we will take a loss and stand by our customers.

Swimming is the best exercise for the human body. So keep the regular exercise.

Just terrible. Cannot believe I didn't read the reviews first. I ordered a garden hose adapter for my pool pump and 5 weeks later I still haven't gotten it. Their online 'ticket' process was worthless, and after multiple tries I finally got someone to answer a phone call. They tell me they'll send it next week but I'm not getting my hopes up.

SCAM!!!. The website should be taken down. They advertise BBB business when in fact they are not. Even the BBB calls out the fact they are falsely saying they are accredited.
Same scenario, ordered a pump and 6 days later, still no shipping. I called and a lady answered the phone and said they didn't have it int stock and would ne a month before they got it. I asked her why they were selling an item knowing it wasn't in stock and she said they must have sold all of them. I highly doubt they sell many $1,300.00 pumps.
Had to dispute the charges with my credit card to get money back.
No response asking for a refund from them.

Total SCAM. Charged my card 20 days nothing. Cannot get them on phone, chat or email. Total scam

Ordered a replacement pump motor on 9/16; have yet to ship it. Called on 9/22 and spoke to someone about the motor shipping and the lady on the phone said they cannot ship the item so I requested to cancel the order and get a refund. Refund never came and order still says unfilled on their website. They don't respond to chats or emails. Calling now just goes to voicemail. AVOID THIS COMPANY!!!

I ordered something from them and called a week later to check on my order. I was placed on hold for 15 minutes!! Finally someone came on and said they would get the shipping department to call me. They didn't. I called back. Was put on hold for 10 minutes! I asked for a refund and they said they issued it and I would see it in 5-7 business days. It's been over two weeks and nothing. I paid using my amazon account, I asked for a refund through them and they said they could not get a hold of the seller. SKETCHY! Don't use them!

Aqua Supercenter located in 1680 Fruitville Rd STE 515, Sarasota, FL 34236 is an ABSOLUTE SCAM. They list on their website that that they are accredited by the Better Business Bureau, which is not the case since I’ve looked it up at this point. That is where I filed my original complaint. I ordered pool filters on August 20, 2020 because their website claimed to have them in stock. After about a week with no update. though they charged my credit card right away, I called and was told they didn't actually have them in stock and would be issued a refund. I have not yet received a refund for my purchase and now can't even get a hold of them. They don't answer phones, return voicemails or emails or deliver on the products they've charged for. If you don't have the products, that's ok. But then don't charge consumers and then REFUSE to provide a refund. Not sure what kind of business this is, but clearly, something very ILLEGAL is going on.

Definitely should've read ALL reviews prior to trusting this place

Horrible! I don't think they are actually a company! I ordered $500 worth of stuff for my new pool and I never received it. I have called 7-8 times and left 2 voicemails and have not heard any response. I sent 3 emails that were never answered. I finally got a lady on the phone and she said she was going to "escalate" my order and email me later that day, but that was over a week ago and I have not heard a thing. They charged my card right away, which I am pretty sure it not legal. I'll have to call the CC company to dispute the charge.