Pioneer Family Pools, Patio Furniture, & Hot Tubs

Growing up, my parents always used Pioneer Pools, so naturally when it was time for me to plan out my back yard they were the first place I went to see, as I had seen the service they provided my parents over the last 15+ years. My expectations were exceeded by the knowledge of Matt, the sales manager, and everyone else in the store. We are looking forward to getting the back yard completed nest year. Great experience!

The selection is second to none. Whether you are looking for a pool, hot tub, accessories or repair materials. The service was polite genuine and professional the entire time I was in the store. The outdoor furniture is trendy and beautiful. They have everything that you could want thats pool related.

I'm doing this review on behalf of my parents recent pool service. Due to the obvious demand for pool openings we were unable to book at a time that myself or my Dad could attend. I agreed to stay in phone contact with my Mom since she is elderly and was felt intimidated having young men at her home performing tasks while she was alone. The young men arrived to perform their duties and in a moment my Mom felt secure enough to call me when they were done. She explained that Tyson came to the door and quickly made her feel safe. He patiently explained a few things she couldn't recall about her pump and filter. Apparently, Tyson has the most beautiful smile and honest blue eyes. I thank your company for giving my elderly Mother a moment of security and patience to feel she was still able to deal with the tasks she normally would. Now if we can keep her from firing my Dad from cleaning his pool, hoping so she can have blue eyes and his helper over to do it!

Completely unimpressed with my first experience at pioneer pools. We need to replace our pump. We called two locations well over 100km away from each other. Both locations said they had it in stock on the phone. When we arrived.. neither store had it. A total waste of our day driving all over two city's for nothing. I was warned they were a bunch of knobs. Lesson learned.

This is my first experience with Pioneer Pools and unfortunately the customer service left something to be desired. When I initially called I was put on hold for over five minutes, had someone answer the line to only then tell me they picked up the wrong extension, put me back on hold where I remained for another 5 minutes before I hung up and called back. I purchased patio furniture over the phone and the person I spoke with did answer my questions with regards to return policies since I would not be testing the piece out in person as it was not in stock and I was ordering over the phone. He was helpful in getting me this information although his tone indicated he was less then enthused about having to call his manager to determine what could be done for me. After I spent $1200 on patio furniture I asked when I could be expected it to be delivered, the response was they received orders on Wednesdays and Fridays so hopefully one of those days but he couldn't confirm this and again I was left with the impression that I was annoying him. My patio furniture did come quickly which I am pleased with, however I attempted to call the store again about pick-up details and the person that answered the phone immediately transferred my call to the warehouse before I finished my sentence about wanting to arrange pick up. Perhaps if she had listened to more then just "I am calling about a recent order" she would have been able to help me herself as opposed to leaving me on hold for another five minutes. I have yet to reach someone about organizing pick up and have been frustrated by the customer service thus far. I do not feel like a valued customer and in the future will likely take my business elsewhere. Further to: I appreciate the immediate response and rectification of my situation, James called me within 15 minutes of posting this review and was very pleasant to speak to and very helpful. An additional further to: My partner went to pick up the furniture as arranged with James, however when he got to the warehouse and asked to sit in the set prior to taking it home, explaining this was the plan when we bought it over the phone and was confirmed by both the sales person Steven and James as something we could do, he was met with resistance. He was told by staff that if he opened the box in the warehouse (where he was) there would be a 50% restocking fee, regardless of whether he were to try it in the warehouse first or at home. My partner had to phone me so that I could verify that I had actually spoken to Steven and James about this arrangement and was then told by staff they would have to make a call, indicating their disbelief. Eventually he was told he could try out the piece, however by this point he was uncomfortable and frustrated and simply opened the box. Luckily the patio furniture is fine, but this situation should have never occurred and could have been made much smoother by a note in our file, or simply believing my partner in the first place. This has again added to my frustration and further exemplifies the poor communication staff have with one another and their customers. Furthermore, I think it is a ridiculous policy that a customer must pay a 50% "restocking" fee when they are actually in the warehouse. We still have another piece to pick up tomorrow as the entire set did not fit in our SUV, which also could have been indicated to us when we bought the set. I highlight this as I was asked by the salesperson what kind of vehicle I had and he seemed to think this was fine, nor did he offer a delivery service to me. Unfortunately my feelings of being helped and valued yesterday were diminished by the interaction today and it is likely that this will be my last time working with Pioneer Pools.