Waited 5 Weeks, No Cancellation Notice, Terrible Customer Service
I ordered a pool epoxy kit from Wild West Pools on **July 9, 2026**. I received confirmation of the order, but after that—nothing. About a week later, I called to check on it and was told the product ships directly from the manufacturer and there was about a **three-week delay**. No problem. I understood and waited. More than a month later, after receiving **no shipping update, no delay notice, and no cancellation notice**, I called again on **August 17**. The customer service experience was terrible. The woman answering the phone did not identify herself or the company and twice simply answered, **“Can I help you?”** in an abrupt and rude manner. She looked up my order and told me, **“It’s been cancelled.”** No explanation. No apology. No concern that I had been waiting over five weeks. No explanation of whether Wild West Pools cancelled it, the manufacturer cancelled it, or there was some issue with the order. I asked only a few basic follow-up questions trying to understand what happened, and her attitude made it seem like I was inconveniencing her by asking. Delays happen. Inventory issues happen. Orders occasionally get cancelled. What is unacceptable is allowing a customer to wait more than a month without notifying them and then treating them poorly when they call to find out what happened. This has been an extremely frustrating experience, and unfortunately the person answering the customer service phone does Wild West Pools no favors. **Five weeks later: no epoxy, no notification, and no real explanation.**