TP
The Pool Team
Claimed Business
TP
AI Review Summary
Based on recent customer reviews, The Pool Team faces significant criticism around after-sales support, warranty handling, and communication. Multiple customers report purchasing faulty products, including pool pumps and cleaners, only to experience prolonged delays, broken promises of callbacks, and unresolved refund or replacement requests. Several branches, including Centurion, Sunward Park, and Princess Crossing, are cited for poor responsiveness and lack of accountability. Management involvement has often failed to improve outcomes. On a positive note, individual staff members like Marcus at Sunninghill and the Randridge Mall team have earned praise for knowledgeable, efficient service.
Performance(last 12 months):
TrustIndex
0
Ranking
#53
in Retail
NPS Score
-20
Recommended: Unlikely
Review Distribution
1.8|12 Reviews
May '25 - Apr '26
5(18.2%)
4(0%)
3(0%)
2(9.1%)
1(72.7%)
5(18.2%)
4(0%)
3(0%)
2(9.1%)
1(72.7%)
Frequently Asked Questions About The Pool Team
Based on recent customer reviews, The Pool Team faces significant criticism around after-sales support, warranty handling, and communication. Multiple customers report purchasing faulty products, including pool pumps and cleaners, only to experience prolonged delays, broken promises of callbacks, and unresolved refund or replacement requests. Several branches, including Centurion, Sunward Park, and Princess Crossing, are cited for poor responsiveness and lack of accountability. Management involvement has often failed to improve outcomes. On a positive note, individual staff members like Marcus at Sunninghill and the Randridge Mall team have earned praise for knowledgeable, efficient service.
The Pool Team has a TrustIndex of 0 out of 10 on Hellopeter, based on 12 reviews in the last 12 months. Hellopeter has tracked The Pool Team across 96 total reviews. How is the TrustIndex calculated? →
Recent reviews (12)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceMD
Monica D
1 reviews | Active since Jan 2020
11 Feb 2026, 07:40
Failed chlorinator and service
Centurion lifestyle branch: Installed a chlorinator for us over a year ago and kept promising they would give us a refund if it didn’t work, despite constant requests for help and a refund. Two guys from the team came out to our house TWICE to test the pool and found that the chlorinator clearly wasn’t working and they still won’t refund us for this faulty product. 0/10 do not recommend.
Helpful (0)
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Monica D
1 reviews | Active since Jan 2020
11 Feb 2026, 07:40
Failed chlorinator and service
Centurion lifestyle branch: Installed a chlorinator for us over a year ago and kept promising they would give us a refund if it didn’t work, despite constant requests for help and a refund. Two guys from the team came out to our house TWICE to test the pool and found that the chlorinator clearly wasn’t working and they still won’t refund us for this faulty product. 0/10 do not recommend.
0
Replies (0)JS
John S
1 reviews | Active since Jan 2020
13 Jan 2026, 09:11
No feedback. Definitely not what I would call best practice.
Good afternoon To be expecting feed back maybe I was asking for a bit much. No feedback. Definitely not what I would call best practice. If you are providing a service to the community you need to do better. LEADING BY EXAMPLE The Pool Team is the leading swimming pool supplies retailer, stocking the best products and giving professional advice and service. I have taken my pump to Dowerglen . Pump bought on 17th December. They cannot tell me when the supplier will collect or when I will get it back. This is unacceptable. Good day, let me find out with the team and please note that the Suppliers closed earlier and opened later than us. Let me investigate with the team. I only took the pump in today. The manageress said the supplier might come this week to collect. You need to give a better answer than a maybe. She also suggested I take the pump home and reinstall it so they can send a technician out to fix it. Unfortunately this doesn't work for me as there is nobody at home . We are all at work. Regards John Yes, the Supplier will only be able to collect this week to do a repair and will have feedback from them once they are done with the pool pump. That is the procedure we have with the supplier. You cannot just say this week. The supplier can then fetch Friday and then asses and maybe return the following Friday. I must sit with out a pump for 2 weeks. A pump that is not even a month old. With this weather a pool standing is bound to go green. If the shoe was on the other foot I bet you wouldn't accept the answer given. Waiting in anticipation for feed back which is something as a customer I should not need to ask for.
Helpful (0)
|Replies (0)JS
John S
1 reviews | Active since Jan 2020
13 Jan 2026, 09:11
No feedback. Definitely not what I would call best practice.
Good afternoon To be expecting feed back maybe I was asking for a bit much. No feedback. Definitely not what I would call best practice. If you are providing a service to the community you need to do better. LEADING BY EXAMPLE The Pool Team is the leading swimming pool supplies retailer, stocking the best products and giving professional advice and service. I have taken my pump to Dowerglen . Pump bought on 17th December. They cannot tell me when the supplier will collect or when I will get it back. This is unacceptable. Good day, let me find out with the team and please note that the Suppliers closed earlier and opened later than us. Let me investigate with the team. I only took the pump in today. The manageress said the supplier might come this week to collect. You need to give a better answer than a maybe. She also suggested I take the pump home and reinstall it so they can send a technician out to fix it. Unfortunately this doesn't work for me as there is nobody at home . We are all at work. Regards John Yes, the Supplier will only be able to collect this week to do a repair and will have feedback from them once they are done with the pool pump. That is the procedure we have with the supplier. You cannot just say this week. The supplier can then fetch Friday and then asses and maybe return the following Friday. I must sit with out a pump for 2 weeks. A pump that is not even a month old. With this weather a pool standing is bound to go green. If the shoe was on the other foot I bet you wouldn't accept the answer given. Waiting in anticipation for feed back which is something as a customer I should not need to ask for.
0
Replies (0)CS
Chris S
1 reviews | Active since Jan 2020
11 Dec 2025, 14:07
Good service and no problem going the extra mile
Marcus at The Pool Team, Sunninghill was a pleasure to deal with. I took in my Kreepy and he immediately diagnosed the problem. He didn't have the part but checked on the system and inentified one at the Kramerville branch. He phoned to check and asked the to keep one for me.
Helpful (0)
|Replies (0)CS
Chris S
1 reviews | Active since Jan 2020
11 Dec 2025, 14:07
Good service and no problem going the extra mile
Marcus at The Pool Team, Sunninghill was a pleasure to deal with. I took in my Kreepy and he immediately diagnosed the problem. He didn't have the part but checked on the system and inentified one at the Kramerville branch. He phoned to check and asked the to keep one for me.
0
Replies (0)PM
Proud M
1 reviews | Active since Jan 2020
27 Nov 2025, 08:03
Bad customer service.
I bought a pool cleaner machine which did not work and took it back; it had a factory fault and kept on taking it and returning it without being fixed until the warranty expired. The machine is still with them and they can see it is still not working but want to test it by my house. Todate they have not come. They have a very bad customer service.
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Proud M
1 reviews | Active since Jan 2020
27 Nov 2025, 08:03
Bad customer service.
I bought a pool cleaner machine which did not work and took it back; it had a factory fault and kept on taking it and returning it without being fixed until the warranty expired. The machine is still with them and they can see it is still not working but want to test it by my house. Todate they have not come. They have a very bad customer service.
0
Replies (0)KF
Kevin F
1 reviews | Active since Jan 2020
26 Nov 2025, 12:01
Excellent service from staff
Went to the Pool Team Randridge Mall a couple of weeks ago for my green pool water to be tested. As usual, the testing was quick and efficient, the advice was succinct and clear and the product suggested spot on. I followed their advice and returned a week later to have the now clear water retested as they advised. Again, quick, efficient testing and advice. Thank you Pool Team staff. #BlackFriday
Helpful (0)
|Replies (0)KF
Kevin F
1 reviews | Active since Jan 2020
26 Nov 2025, 12:01
Excellent service from staff
Went to the Pool Team Randridge Mall a couple of weeks ago for my green pool water to be tested. As usual, the testing was quick and efficient, the advice was succinct and clear and the product suggested spot on. I followed their advice and returned a week later to have the now clear water retested as they advised. Again, quick, efficient testing and advice. Thank you Pool Team staff. #BlackFriday
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Replies (0)TM
Tebogo M
1 reviews | Active since Jan 2020
17 Nov 2025, 14:37
Poor Leadership and Customer Experience
I have just encountered a disappointing display of arrogance, lack of customer service skills and just a don't care attitude by the employees at The Pool Team at the Glenvista Shopping Centre. An area manager by the name of Dennis Ndabula displayed the worst kind of customer service I've ever experienced in my life and it's very sad that The Pool Team has such caliber of people. I've been buying my Pool items from The Pool Team, especially the one at Glenvista Shopping Centre. After today, I won't be returning to that establishment and I wouldn't recommend it to anyone. Extremely poor experience
Helpful (0)
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Tebogo M
1 reviews | Active since Jan 2020
17 Nov 2025, 14:37
Poor Leadership and Customer Experience
I have just encountered a disappointing display of arrogance, lack of customer service skills and just a don't care attitude by the employees at The Pool Team at the Glenvista Shopping Centre. An area manager by the name of Dennis Ndabula displayed the worst kind of customer service I've ever experienced in my life and it's very sad that The Pool Team has such caliber of people. I've been buying my Pool items from The Pool Team, especially the one at Glenvista Shopping Centre. After today, I won't be returning to that establishment and I wouldn't recommend it to anyone. Extremely poor experience
0
Replies (0)SN
Storme N
1 reviews | Active since Jan 2020
27 Oct 2025, 09:24
Disgusting Service and Zero Response from Pool Team
I am absolutely disgusted with the service from Pool Team. I purchased a Kreepy Krauly Hug Bug Pro Cleaner from their online store, and the unit arrived faulty and not working. I took it to the Princess Crossing branch for help, where I was told that it could take a long time to receive a replacement — no clear answers, no urgency. I even emailed Pool Team Head Office for assistance and to ask how long the swap-out process would take. It’s been days now, and there has been no reply, no follow-up, and no solution. This kind of service is unacceptable and disgusting. I paid in full for a product that doesn’t work, and instead of taking responsibility, Pool Team has completely ignored my complaint. Very poor service, no communication, and no respect for customers. I will never purchase from Pool Team again.
Helpful (0)
|Replies (0)SN
Storme N
1 reviews | Active since Jan 2020
27 Oct 2025, 09:24
Disgusting Service and Zero Response from Pool Team
I am absolutely disgusted with the service from Pool Team. I purchased a Kreepy Krauly Hug Bug Pro Cleaner from their online store, and the unit arrived faulty and not working. I took it to the Princess Crossing branch for help, where I was told that it could take a long time to receive a replacement — no clear answers, no urgency. I even emailed Pool Team Head Office for assistance and to ask how long the swap-out process would take. It’s been days now, and there has been no reply, no follow-up, and no solution. This kind of service is unacceptable and disgusting. I paid in full for a product that doesn’t work, and instead of taking responsibility, Pool Team has completely ignored my complaint. Very poor service, no communication, and no respect for customers. I will never purchase from Pool Team again.
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Replies (0)MP
Maureen P
1 reviews | Active since Jan 2020
24 Oct 2025, 12:51
Overall very bad experience
If there was an option for Zero stars then that's what it will be...This company has zero customer service skills ..especially management who is suppose to know better..Bad service recieved Bad product sold ...company refuse to take accountability for being useless...they are USELESS as on capital letter
Helpful (0)
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Maureen P
1 reviews | Active since Jan 2020
24 Oct 2025, 12:51
Overall very bad experience
If there was an option for Zero stars then that's what it will be...This company has zero customer service skills ..especially management who is suppose to know better..Bad service recieved Bad product sold ...company refuse to take accountability for being useless...they are USELESS as on capital letter
0
Replies (0)