Unreliable online store
Unreliable online store. Recently ordered a product; received a non-existent track and trace code. I communicated about this immediately via WhatsApp because this company is unreachable by phone or email. They promised to resolve it with the highest priority. A month later, I received a notification that the product had gone missing and they could no longer restock; on the website, it is still listed as in stock and available. My advice: buy somewhere else.
31/08/2026: There is a whole lot of nonsense in your response to my review. The pool ladder I ordered is still listed as in stock on the website. The entire timeline you outline in so much text is a joke from start to finish, and the communication is very poor, except for the response to my review. Go invest time in the webshop instead of trying to justify wrongdoing on Trustpilot.
Reply from PoolComet
Dear Peter,
We are very sorry for the inconvenience and disappointment caused by your order.
We would like to clarify that the pool ladder was prepared correctly and handed over to the transport company for delivery. Unfortunately, the shipment was subsequently lost during transit, which is also why the tracking information did not show the normal updates.
Throughout the process, while the carrier was investigating the shipment, our team tried to locate the missing package and find a satisfactory solution for you. We did not want to confirm that the order was permanently lost until the transport company had completed its investigation, as we still hoped that the package could be recovered and delivered. We fully understand, however, that this process took too long from your perspective and that the lack of a clear delivery date caused considerable frustration.
It took us longer than expected time from the carrier to officially confirm that the shipment could not be located. When we had that confirmation we immediately checked whether we could send you a replacement ladder. Unfortunately, the manufacturer no longer had any additional units available, so despite our efforts, it was not possible for us to replace the lost product.
We sincerely regret this outcome. Although the loss occurred while the order was in the hands of the transport company, we understand that you placed your order with us and expected to receive it within the agreed timeframe. We are especially sorry that, after waiting for the carrier’s investigation, we were ultimately unable to provide the replacement you deserved.
Please accept our sincere apologies for the inconvenience, the time you spent waiting and the poor experience this situation has caused. This is certainly not the level of service we aim to offer our customers. We hope that, despite this unfortunate incident, you will give us the opportunity to regain your trust in the future and to provide you with the reliable service that normally characterises our company.
Kind regards,
The PoolComet Team