Bestway Steel Pro Frame Pool Reviews

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★★☆☆☆
1.7
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Latest Reviews

“Poor Pump and service .”

★★☆☆☆

written by benchristie on 05/07/2019

Pump worked for almost three months . Can't seem to get warranty as on line does not support and phoning them simply directs one back to online . Have e:mailed them direct and waiting to see if I get a reply . Seems in reviews , many have had problems with pump . To be expected I suppose with "stuff " made in China .

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“Horrible product”

★☆☆☆☆

written by TLDuffy on 23/05/2018

I just bought a Bestway pool. The parts for the ladder were missing and customer service advised that there were no back up parts for about 2 weeks. The filter did not work and cannot ship a new one for a week. The product is horrible and customer service is useless. I would not spend a dime with this company.

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“WORST COMPANY EVER”

★☆☆☆☆

written by Meadows403 on 18/05/2018

Bought a 14 by 42 pool it was 13 called customer service no help said return call never did filter pump doesn't work DO NOT BUY THIS PRODUCT

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“BIG WASTE OF MONEY”

★☆☆☆☆

written by SteveDe on 06/04/2018

Got this pool for a house warming gift and filter pump died 3 months later they wont honor the warranty because it was a gift and I don't have a receipt. Took almost a year for someone to contact me and then they say sorry can't help you.

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“Terrible pump system”

★★☆☆☆

written by TraceMcDonald235 on 24/07/2017

We just purchased this pool. I wish I had read the reviews first! The instructions provided are terrible. Setting up the pool was not that difficult to figure out, but the instructions to setting up the pump did not help at all. There are two lines coming out of the pool leading to the pump. The two lines meet and are connected before leading into the pump. This design causes the lines to be extra heavy when filled with the water from the pool. The clamps provided are not enough to hold the lines in place to the side of the pool. They keep coming out of the pool and water goes everywhere. After watching a YouTube video, I saw where someone having the same issues had to place something underneath them to hold them up. They also used black tape to keep the lines from leaking. Someone at Bestway needs to redesign this aspect of the pool. My kids still have not been able to use the pool!

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“Pool brilliant but covers incorrect”

★☆☆☆☆

written by Brylow68 on 17/07/2017

The pool is brilliant once refilled and treated several times dur to not being able ro cover it which is where the poor score comes in that and bestway after sales... Due to buying 3 pool covers all packaged as 10ft steel pro covers but contents are fast set covers which i eventually found out from phoning bestway who admitted that the wrong contents were in the packaging but took no responsibility for me having to empty refill and retreat several times which doesnt come cheap for treatment kits or the fact that i had ripped covers because as soon as i tried to fit them they tore due to being incorrectly packaged by bestway but still not their responsibility and i should contact the retailers about it are they having a laugh absolutely disgraceful behaviour from bestway. Had they done the right thing in offering me the correct cover and a replacement treatment kit then i would of been happy but being told its not got any responsibility to my 3 covers and my treatment costs i have no option but to contact trading standards

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“Customer service ”

★☆☆☆☆

written by Calliet10 on 17/06/2017

We bought a Bestway pool and right out of the box the pump did not work. Of course it is under warranty, but you have to wait for 8+ days to get a new one from the company. I called in and was filling out the warranty info at the same time. The guy on the other end of the phone saw all the pictures I uploaded and all the info they needed for the warranty before I even hit submit. Then he proceeds to tell me that it will take a couple days for review. After that I need to send in another picture to their email which will take about 24-72 hours for review. After the 72 hour mark they will give me a call and that is when they will send me a new pump, but that will take about 5-7 business days to ship. So basically this pool I got my kids cant use it properly for well over a week. The guy then tells me in his "opinion" if I wanted to take it back to the store I bought it from I could, but the store told me when I bought it that I couldn't bring it back. He used the words "in my opinion" which is why I used the "". I will not be buying from this company again.

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“Worst Customer Service Ever!”

★☆☆☆☆

written by 134Ward on 14/06/2017

I purchased a $500 BestWay 18x9 pool at Costco on June 5th 2017. Set up the pool that day and it broke that day. I called customer service that same day on June 5th after closing and was instructed by the recording to submit warranty claims online. On June 6th I submitted the warranty claim including a copy of the receipt and a picture of the batch number of the pool and explained that my child leaned on it (she might way 40 lbs.) and it broke (the same day we purchased it). On June 8th a message was left on my phone requesting pictures of the broken pool pieces. I did not see the call or the message. I called Bestway again on 6/10 where they explained that they had left me a message. They told me they needed pictures of all broken pieces. So I sent them pictures of the 5 broken pieces and another copy of the receipt per there request. I don't know why this information of pictures of the broken pieces weren't asked for when I originally submitted the claim. Bestway called me back today 6/13 and told me they wouldn't replace the pieces because it wasn't a manufacture defect. I tried to determine what information they used to determine that it wasn't a manufacture defect and never really got a straight answer. At times it seemed they blamed it on my 5 and 7 year old that weigh a total of 80 lbs which clearly the pool should support. At other times they questioned the levelness of the surface area the pool was set on (even though they had no knowledge of what that looked like). At some point I asked for a manager which I'm sure was a fellow customer service rep sitting next to each other in the call center. After speaking to this gentleman, I was finally put on hold to see what he could do. A few minutes later he told me they would send the parts but I had to pay the shipping and handling on them. I asked how much and he said someone would call me back. A few hours later I received a voice message from the call center. In which on my voicemail she didn't realize that she had called me and was having a conversation with likely one of the people I had spoken to previously. The person said, "Should I be professional about it?" " you have to at least say you called..." She was having a conversation with likely the male "manager" I had spoken with. When my husband called back he asked for a manger and was given to another person. He explained the situation to her whom said she would listen to the call since she had that capability and call back. When she called back she said that it was unprofessional but that they weren't talking about me. Which clearly they were. Clearly I was frustrated paying $500 dollars for a pool, that broke the same day and the company is refusing to send me replacement parts. That being said I felt your company's customer service department was horrendous. I spoke to a total of four different people all of which seemed to have an attitude. I'm not willing to pay $40 for shipping and handling of broken pool pieces after paying $500 for a pool in which my children used for 3 hours before an entire side of the pool collapsed. I'm sure the water bill I'm going to pay for the thousands of gallons of water I put into the pool that were lost after 1 day far outweigh the $40 in shipping and handling fee. I look forward to hearing from someone outside of the Arizona customer non-service call center. A very Dissatisfied Customer,

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“Worse company ever!”

★☆☆☆☆

written by vxSharpe459 on 02/08/2016

I bought a pool brought it home for my daughter just for it to deflate. It was clearly a manufacturing issue yet the company refused to help me. They were terrible with responding and I could not believe how ridiculous the whole situation was. They kept trying my to blame the store ..... Clearly this company needs to learn how to treat customers. I'll never buy another product from this company and would NOT recommend it!!!!! If you do and if there's a problem expect to lose out on money and for the company not to care. I called the company the day I got it and and even told them I would pay for shipping to send it to them so they knew I wasn't trying to pull one over on them..... Terrible!!!!!

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“Poor quality pool and customer service”

★☆☆☆☆

written by Davis2016 on 28/07/2016

I purchased this pool for our grandchildren..steel pro 15x4'. Had it for less than 6 weeks. Be sure to read all the fine print. I am CPO certified(certified pool operator) as stated by customer service.. You can only run the pump 8 hours a day. Which is redicilous! I did not follow these to a tee so the warranty is not good. The real problem is the pump is not sufficient for the size and amount of water. After reading several reviews on several sites this seems to be a consistent issue both with the filter and the customer service. Clearly they don't care and like getting bad reviews as there are a ton of them out there. Go with a professional, this pool pump is junk and not a great company based on customer service!

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“leak”

★☆☆☆☆

written by 99Moreno on 08/05/2016

I set the pool up yesterday no one has gotten to use it and it already has a leak in the seam. It cost $150 to fill it now I have to drain it take it apart and return it.This pool has a high rating on Walmart.com that's why I bought it.

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“WARNING! - DO NOT BUY A BESTWAY POOL!! - READ ON...”

★☆☆☆☆

written by Abelu92 on 16/12/2015

I feel the need to urgently hurt this company financially - as they have done to myself, my wife, and my kids. These pools are sold by people with a ravenous appetite for cash combined with a total neglect for product and fellow human beings. You will never find a Bestway Pool in any of their backyards! We purchased a medium size Bestway pool only last Christmas - ‘2015’ and within 24 hours of setting up the pool, the pool-frame had buckled at two different positions. Fair enough, the kids may have treated it like a ‘real’ pool with their actions and hence they have been advised to only stand quietly in the pool since the additional ‘hefty’ cost of a replacement frame. It was within a few weeks of use that we started to notice the first signs of rust in the pool frame, pool ladder, pool motor, and well, anything that was made of metal. Unconvinced readers may be swayed to think that this anomaly is standard and not overly concerning, but the rust was immense! It was like a total engineering oversight to associate this cheap steel within a 100metres of a saltwater pool! Removing the pool ladder from the pool incurred a flood of brown rusty water gushing out of the metal piping – this would certainly be undermining the integrity of the ladders support and who knows how long it will be before the ladder collapses with somebody aboard and potentially maims them or worse. Winter came and went and on removing the pool cover we found that the chlorinator had apparently ceased to operate, a call to a local pool shop informed us to try using a mild acid wash on the chlorinator as it had most likely become grimy during the winter period. We opened the chlorinator casing and lo and behold – you guessed it, ‘rust’ on the metal inserts of the chlorinator. We therefore completed the repair tasks as per instruction and replaced the unit to hence establish that the chlorinator had developed a leak. Hours later we resolved ourselves to the fact that it was irreparable. Off to the local pool shop we ventured and purchased another chlorinator for around $400 and came home and installed it. That was only a few hours ago, we then turned on the pump to give it all a go and…. wait for it…. the pool pump motor had ceased! It now only hums when powered on and basically the potentiality of the additional expense of purchasing another motor has traumatised my wife and myself that Christmas is on the verge of being ruined. We haven’t yet attempted repair of this unit as it has begun raining outside but online pool representatives apparently denote the humming with the fact that ‘corrosion’ has developed within the interior of the motor and this has caused the seizure – yep ‘corrosion’, are you noting the familiar pattern developing here? We set this pool up for the kids for Christmas last year and it would have only been swum in less than a dozen times. It is now nearly Christmas one year later and the pool has been nothing but a regretful, money wasting, experience. If we can’t get the motor fixed we will need to fork out another $600 or so for another motor and this is only a guess, it could even be a whole lot more. This will then only provide us a partial hope that we can at least make it to the back end of Summer before the rust eventually brings the pool come crumbling down to the ground. A rough ratio calculation of swim to cash output would be around $300 per swim, this including the cost of land development and basic landscaping features. Why would you! The reason why people buy Bestway pools is that they’re cheap but caution people, what price the mental health costs of overcoming a nervous breakdown. Save your money, work a little harder, set your goals higher, and buy a real pool! In the meantime, go to the beach, pull out the garden hose, go to the town pool, but never, ever, buy a Bestway pool!

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“Very hard to drain”

★★☆☆☆

written by 31Franklin on 15/10/2015

Very easy and fast to put together. Its impossible to take the water out once you are done using it. The drain outlet is so high that the pool wontn gent emty!

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“very very late delivery and abysmal customer service”

★☆☆☆☆

written by Ewing116 on 17/07/2015

Please do not make the mistake I made; do not deal with this company in any way. I initially bought various pool items and paid for express delivery. The items were delivered 10 days late. My second and last purchase was for pool water treatment chemicals again I paid for express delivery. The items were delivered so late that the pool water turned green. I e mailed the customer service department on several occasions and did not even receive a reply. I would not recommend this company to anyone not even my mother in law!!!!!

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“Missing parts”

★★★☆☆

written by MalakiGentry on 20/04/2015

The product instruction say to inspect all parts. Do not continue if there are parts missing. I was missing 2 B top rail poles. I called customer service and would not send me the poles. They said to return product back to Costco. Kidding me. You know how heavy this is and pain to put back in the box and loading it up again. Unhappy with this company customer service. Pool is ok. Next time, i'll buy from the pool place with 15 yrs warranty. A bit more expensive but better quality.

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Elorenzo's Comment

Written on: 29/04/2015

File a complaint with bestway and got a call from Customer service. She said they will me the parts after receiving a copy of my recpt last friday the 24th of April 2015. She called to confirm she received my email. Its now the 28th and no parts. I called again and they could not find my original record. Emailed the recpt again. Now a guy is saying that it will ship tomorrow the 29th of April. This is just plain ridiculous. Poor record keeping. Emailed them asking to confirm shipping address and providing me with tracking number. No reply yet. Now Im not sure if they will ever ship me the parts.

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“Frustrated in Canada”

★☆☆☆☆

written by on 17/07/2013

Purchased a Bestway Steel Pro Frame from Canadian Tire in July 2012. Upon assembly the filter pump was defective and with receipt in hand returned to Canadian Tire and as it had 90 day warranty the filter pump was replaced. The pool was purchased for my 9 yr old grand daughter to enjoy. Living in the Province of New Brunswick in Canada we have harsh winters so the pool was taken down in early fall as per instructions cleaned and very carefully folded and put away. This pool was used for 6 weeks a very short season. In July of this year,the pool is assembled, the truck has arrived and as the water begins to flow we notice the ground is wet and realize the seam at the bottom of the pool is leaking. Called Canadian Tire, of course, they advise us of the 90 day warranty and gave us the number for Bestway Customer Service. Speaking to someone from Arizona, after hearing my story said the pool should not have been taken down. Really? Clearly the pool is defective, not from a puncture, or misuse but in the manufacture and materials used in the construction. Did I happen to mention the pool cost $500, cost for truck and water $250, the time to level the ground and a very disappointed 9 year old. I have known Canadian Tire to not stand behind their products they sell but Bestway Pools!!!!!

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Myko1's Comment

Written on: 30/07/2013

I live in the UK. I also have an above ground pro frame pool. In my case it is the top seam that is coming apart, if it were to fail it could cause serious injury as this pool contains 10 tons of water. Bestway customer service are useless, as it's out of warranty they do not want to know. My advise.: DO NOT BUY A BESTWAY PRO FRAME POOL, they are a potential safety hazard. Just to add , this pool has been looked after properly and not abused.

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“Bestway pool company false advertising”

★☆☆☆☆

written by on 12/07/2013

I bought a 10 feet by 30 in steel frame pool which said it came with a cover, maintenance kit and ladder and it did not. I called them and they said it was China's fault, that it was a misprint, I said sorry that China made a mistake but I would still like my stuff, they said they would send me a $20 gift card for Canadian Tire I said that would not cover the cost of those things that where missing, finally after multiple calls they said China was sending them a shipment of the missing items and that they would send them to me, so I said thank you could they please send me a confirmation e-mail stating our agreement, the customer service guy said sure reluctantly, he said I would receive an e-mail within 24 hours, as you can guess I didn't get my e-mail. I called back AGAIN and left a strongly worded message this time, they called me right back, the woman was very angry and I told her to listen to me, she said NO you listen to me, and I told her to listen to me and she HUNG UP! Very bad customer service. I called Canadian tire at this point and they said there was nothing they could do, really!?!? They really should stand by there customers...I calmed myself down and called Bestway 1 more time and finally got a very little bit of compassion and finally got my e-mail. I am very angry about the customer service, it is horrible and they are trying to get away with false advertising...if this has happened to you, force them to give you your missing items if you don't force the issue they will get away with BAD service!

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“Bestway horrible customer service and false advertising ”

★★☆☆☆

written by VeeH on 05/07/2013

I bought a 10'x30" metal frame pool yesterday from canadian tire and on the box it says the pool comes with filter pump, ladder, pool cover, and maintenance kit. Came home and started setting up and there's no ladder, pool cover, or maintenance kit. Went to a different canadian tire and looked at a new box, same thing. I called bestway and all they can say is "sorry it was a mistake on the labeling. Canadian tire was suppose to cover it up." For big companies, the word sorry really does not cut it because I bought something because of what it says on the box thinking its a good price. It is not my fault that the company misprinted the boxes and claims its been going on for a while now and they have spoken to canadian tire manager to cover it up. I have worked in retail before and if something like this happens, bestway should have asked canadian tires have taken the product off the shelf and find a solution to it. Not continue to false advertise. Bestway does not care for their customers either. Customer service said to me 'you do not need a ladder, it's only 30 inch' well excuse me for trying to be safe because I have a child in the house whose going to be using the pool a lot'

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Leanneplum's Response to VeeH's Review

Written on: 12/07/2013

I completely agree about the customer service I bought the same pool with the false advertising...and had them give me the run around! I also had someone hang up on me because I asked her firmly to listen to me. I finally got somewhere with them after a lot of hassles and being very firm they are going to send me the missing items in 40 days or more , I made sure to get a confirmation e-mail...I don't feel like this is over though. Bestway needs to have there customer service department reviewed and need to take better responsibility of there mistakes, we as paying customers should not have to pay for there mistakes!!!!

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“Bestway pool inflatable ring”

★★☆☆☆

written by Angrykids on 10/06/2013

After 2 summers and properly maintaining and storing for the winter, brought it out this spring and the infatable ring had discoloured and cracked in two spots. Canadian tire gave me bestway customer service number but they wont do anything about it. Payed 900 bucks for it and only lasted 2 summers! Pump was also too small for size and was a challenge to keeo clean. I would ever buy one gain!

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Mrsell's Response to Angrykids's Review

Written on: 02/09/2013

I had the same problem with my pool. The sun deteriorates the inflatable ring. Don't buy this pool!!!! Not designed for outdoor use. Lol.

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“Horrible customer service”

★☆☆☆☆

written by on 01/06/2013

Bought this pool a year ago and filter pump is Broken. Warranty is a year but can't get any Help from the company for replacement. Canadian Tire where I bought the pool wouldn't help me either. Don't buy this pool, you'll regret it

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Myko1's Comment

Written on: 24/07/2013

I agree , customer service is non existent here in the UK. I have a 14ft x 7ft x48" pro frame that has a problem with the top seam breaking down after one seasons use. Bestway customer service have tried to fob me off saying it is my fault.
This is a manufacturing fault, this model of pool is dangerous to use, it contains 10 tons of water, if the top seam were to fail with anyone in it I I hate to guess what would happen.
DO NOT BUY THIS POOL

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Asked by benchristie on 5th July 2019 Report this content
Cannot get a response from bestway about their pump that doesn't work . How does one contact them?

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Asked by Lalalandia on 24th July 2016 Report this content
The water pump is making a strange noise and its not pumping too much water. I disconnected the pump a few times. It worked better but in a while the same thing happens. What should I do?

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Asked by Elainet68 on 24th July 2016 Report this content
Started to fill my 13.5 ft Bestway pool but the sides are bowing. Why would this be?

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Asked by gigimama on 13th October 2014 Report this content
I have the 7 metre pool. It is half full of water and the sides are sagging and falling inwards. How do I fix this?

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Asked by urs9800 on 4th June 2014 Report this content
Is this pool worth buying?

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