Missing pieces from my order have been a nightmare! Some replaced and some not. Hard to identify some pieces due to no labeling on multiple pieces and loose unidentified pieces in poxes or thrown in with panel walls. Thought I I had received everything but did not! pool build reported the missing pieces and am told I am out of luck by royal swimming and need to reorder almost $1000 of miscellaneous coping forms and clip locks which I received only partial order of. I spent $40,000 through them and now I’m forced to spend more money. Had plans to still buy multiple things through them but am looking elsewhere now. I would recommend going to the competitor when $40000 is spent and all you get is a sorry for missing pieces.

DO NOT USE this company! We ordered a pool kit in July and paid for it. In August we were told it was on a pallet ready to ship. We paid for the pool to be dug out. It never came. Last week it partially arrives….after being told it was all coming. It is November and we still are missing ONE panel. We were told a different story almost every single phone call other than the pool was coming in one shipment and it was the entire pool. We are now 6 shipments in and still missing 2 pieces. I emailed the VP and he never even responded. After mutilple calls a manager got involved yesterday and said he would find a panel to ship next day. He never called back and followed up by lunch like he said he would and when I called I was told that it has to be made. We have no idea when this will arrive but lets talk about the fact we have an entire crew, gravel, concrete trucks, permits codes etc all lined up and are waiting on this one panel.

Unethical and Unprofessional

The company is sending out defective pool walls out because they got mixed up with the good ones.(I have email documentation on this) The don’t stand behind their product when there is a problem. I personally spoke to the CEO today and he was rude, disrespectful and unwilling to resolve this issues we had. He told me his team misspoke. Also told me that our contractor installing our pool doesn’t know what he is doing.

A great company, this is the second time I have purchased from Royal Swimming pools and it will not be the last. The online chat assistance helped me last year build a pool for the first time, 5 of us assembled a 36 by 18 pool snugged up to my deck in three days (1 to clear the site, 2 for assembly, and 3 to fill and enjoy). Any time I had a question someone was ready to help. My only regret was I tried to reuse a filter and pump from a smaller pool and it could not keep up, so this year again their chat assistance helped me determine the size I needed for the larger pool and had it to me faster than I thought possible. Again a great company with fast shipping and the best customer care.