PoolStore UK LtdAvis 

I'm new to Trustpilot and now realise that I should have looked at reviews before ordering an indoor swimming pool cover from Poolstore UK Ltd.
The saga is quite long but I'll be as brief as I can.
When I submitted measurements, a plan etc. I made it clear that I wasn't very handy and would prefer the minimum amount of work at my end.
The cover required a cut out around a ladder at one end. I also ordered a factory fitted tow kit, a free standing roller and a reduction gearbox.
I was informed that total price included £42.00 for the cut out, which I could easily do myself with just a "sharp pair of scissors."
I confirmed the order, specifically pointing out that I wasn't particularly bothered about the £42.00, and was told again that I only needed "a sharp pair of scissors"
When the cover etc. arrived I couldn't see how to do the cut out. as the tow kit was obstructing the area.
I was informed that I should remove the tow kit ((which I'd paid to have fitted),create more holes and completely refit the tow kit??? Clearly not possible with "just a sharp pair of scissors"
When I complained and offered what I considered to be reasonable solution, was given "you got what you ordered" nonsense as experienced by a previous reviewer.
I would not recommend Poolstore UK Ltd. Should they respond to this review, with a different version of events, I'm quite happy to supply copies of the relevant emails to interested parties.

With reference to Poolstore's rejoinder to my review I wish to make it clear that the reason I "no longer wanted to attempt the ladder cut" ( as they put it) was because ,in spite of being aware of the cut out and it's position, they supplied a cover with the tow kit overlaying the area concerned and even charged me for fitting the tow kit in the wrong place.

I just wanted to take the time to leave the pool store a genuine review today for the service I have received from them .

I have used the pool store for nearly a year now and cannot fault there customer service , advice technically and all round amazing they know all of there products and always go above and beyond to get me the products I need aswell as just answering the phone and giving me advice when I need it .

If I ever had any product issues I know it would be sorted Jason and the rest of the team are great at what they do and I will be using them going forward thanks pool store highly recommended to any one looking for anything for there pool

Initial contact with Poolstore was good, and he was helpful as I hadn't had a pool before so needed a bit of help with the liner I needed to order. Liner ordered, arrived virtually when they said it would. Had a professional fit it (not them) and he had an issue with the corners. Contacted Poolstore, who said they supplied what I ordered and 'sometimes this happens, you will have to improvise as we dont have a specific product that we can offer you' (which is poor). The second and main reason for leaving one star is that the quality of the liner is poor, in the sense that the mosaic design doesnt line up. so it doesnt sit straight in the pool, nor do any of the welding lines match up. It therefore seems no care has been taken to match the pattern, so it just looks wrong. I appreciate that it needs to be welded but to not have any of the sides line up at all seems more haphazard in the construction in my opinion. I contacted them about this issue to ask if this was correct (its a square tile pattern so not hard to match). I contacted them and haven’t received a reply. I appreciate 'the bag liner' is the entry level liner, however, it was still close to £1,000 so I expected better both in terms of attention to detail and customer service. There is no excuse for either. I wouldn't recommend Poolstore, and having seen other reviews on here, it seems that others agree!

Update. Since posting my review I received a reply advising it was ‘normal’ for the pattern to not line up and it’s in their terms and conditions. I understand due to the nature of the liner there may be parts of the liner that don’t line up due to the design, but to have none of it lining up and the corners not fitting seems wrong

Poolstore.co.uk has completely failed to deal with my warranty claim for a malfunctioning pool vacuum. I have provided them with clear video evidence of the fault using the testing procedure recommended by the manufacturer Hayward. Poolstore handed the problem over to their supplier SCP who have collected the machine twice for testing, declared it to be working but failed to test it correctly. Both companies seem determined to avoid honouring the 'repair or replace' warranty despite having failed to repair the fault. It is almost 2 months since I raised the issue with them, I have just received an email telling me that the manager is on annual leave until 20th September after which my email will be dealt with. I would not recommend purchasing pool equipment from Poolstore

Not a great company to deal with