Namco PoolsReviews of namcopool.com

I tried using on line chat to make sure that I was getting the right package and it didn't either work or nobody was getting back to me

We purchased our pool June 1,2020. We did not receive it until Sept 9,2020. I am well aware of the complications of shutdowns and productions being backed up and was prepared to wait. However, when my order was placed I was informed via email my pool would be delivered by July 20-24, 2020 and would be kept informed in any delay was needed. When August 1 rolled around and I still did not have my pool or any information from Namco concerning the delay I called. No answer. Their website claims their hours are Monday-Friday 10am to 7pm, Saturday 9am- 5pm and Sunday 10am-5pm. I called over the weekend several times with NO answer whatsoever. With the automated voice telling me they were no working. When I called Monday I was on hold over 45 minutes before I got a person who finally told me my pool would be here Aug 7,2020. I said ok. August 7,2020. Still no pool. I called back the following week. Never got anyone on the phone - but a voice telling me to leave a message and someone would call me back. It took a week and a half of calling consistently-hourly, daily before I finally got a person to answer the phone again. Like I said, I tried to be understanding with all the shutdowns during the manufacturing and production and everything but customer service should have been just a little better managed. That said-when I finally got the person on the phone they couldn’t find any information about where my pool was. So he said he would call me back when he found something out. Said it would be the next day and he would print out my purchase order and keep it on his desk. A week went by and I called back and the same agent answered said they had a power outage and kept them out for a week. But he said he would look into it again and call me back. Finally two days later I was told my pool HAD been ready to ship as of August 24, 2020. This was Aug 28. So where was my pool? Idk but it finally came Sept 9,2020 on a skid unwrapped in 6 boxes. The order did not indicate how many boxes I was supposed to have or anything. So I had no way to know if everything was there. I am overall very displeased with the lack of customer service and shipping of the pool. It absolutely should have been secured all together when shipped. It came so late in the year that my kids didn’t get to enjoy it this year but with luck everything will be in the boxes and they can have a blast in it next year. Hopefully the shutdown of production and manufacturing early in the 2020 year is all that held back a better review for my pool. However I will update this when my husband gets all the boxes open and I have a better idea if we received all we were supposed to. Also-the one customer service agent (Mark) I dealt with the most was very helpful and did help me the most so for that I was very happy.

Was very cumbersome to apply the discount. At no point in the process was I informed whether or not the product was in stock, or an anticipated delivery date. This is standard information that I receive with just about anything I order from other vendors.... If It's going to take more than 10 days to receive, I have to go through the exercise of canceling the order and purchasing elsewhere. Back end admin should be easier.

The Namco company needs to provide waybills for tracking purposes and Let customer know when the product is shipped.

There was very little communication. Extremely difficult to get in touch with anyone on customer service. Pool came much later than it was supposed to and there was a guaranteed shipping date that did not happen. Emails were not responded either except one time with a automated response.

I ordered a $500 item but your site does not say if it is in stock so it's like gambling with allot of money only to have to track down the answer through multiple phone calls once online order is placed. As a clearance item I'd assume you have it but after contacting this is not the case.

I can't really rate the company 5 stars as I would if I got clear communication regarding my order. I chose Namco to purchase our new pool because their website is the only one that advertises what day it will ship. So I rated a 3 for that and the website was not hard to order. But when I inquired to be certain of the date it will ship, I did not get a clear response from one of their representatives, also on the shipping I am not sure how long after shipping that it will arrive since the representative was also not able to give me an estimate even with my zip code. I will rate again when I get the pool, if their page said it will ship on 07/20 and shipment in mass should not be more than 5-7 business days. I should get it before August and enjoy for sometime before having to close it.

Still have not received the pool yet! Kind of hard to review when we have no pool!