Anonymous
map-marker Philadelphia, Pennsylvania

AWFUL

If I could give a 0 I would. The only nice thing about this tree was that I got it at Walmart. Free year worked, second year lights half lit. Opened it early this year to trouble shoot again. Watched all the videos, had a union electrician look at it. Nope. Called twice. Both time said they would send out lights. So then I would have to declip the old lights and put on new lights. Obviously this is a hassle, and the sole purpose of buying pre-lit. I am then told that if it is the stem of the tree's electricity they'll trouble shoot that AFTER I add new lights. I don't know who they tricked before with that BS but spend your money on the expensive brand, they do not put their customers through with awful customer service.
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Reason of review:
Bad quality
Amber B Wsz
map-marker Elkridge, Maryland

Customer service & tree warranties are a JOKE!

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Polygroup - Customer service & tree warranties are a JOKE!
Polygroup - Customer service & tree warranties are a JOKE! - Image 2
Polygroup - Customer service & tree warranties are a JOKE! - Image 3
Updated by user Dec 14, 2018

Still have not received or heard anything from this company. I have filed complaints with the BBB & At Home regarding Polygroup products and warranty issues.

We completely removed lights and redone both trees with new lights we purchased. The teees are now working &...

Original review Nov 14, 2018
Two words- CUSTOMER SERVICE! Had to get on my sons Facebook to warn everyone. However we bought 2 Xmas trees in March 2018 to replace old trees (not prelit) for the upcoming Xmas December 2018. I purchased a 12ft prelit & 9ft prelit. So needless to say I was excited to unbox & get them up with hopes of saving time on my decorating this year, well WRONG! I Unboxed them yesterday for the first time and after 8 frustrating hours trying to make them light (alone and with Polygroups customer service, POLYGROUP is whom tree warranty is through btw) we were told they would have to send all new lights and we would have to remove all the old ones and restring new ones..... really $700 dollars worth of trees and no option to exchange for new ones or for the company to have us send these back and replace them.. and on top of that their lights are on backorder and may NOT be received by Xmas beyond reduculous! So they advised us to reach out to At Home to see if they would do an even exchange. So I called asked for management and of course they said they can’t do anything even though the tree was not purchased until March this year and never taken out of the box until yesterday (we have original receipts, paperwork, boxes, warranty, etc,.) They claim they don’t do exchanges with Seasonal items ..... well good to know because I will spread the word like fire DO NOT WASTE MONEY @ At Home OR ON POLYGROUP PRODUCTS from anywhere, They do not stand behind them! After a few years I get it but the first year not to light, WOW, I’m still in disbelief! And don’t get me wrong I understand there are sometimes issues with items however a company should stand behind their products and not expect to just sent more lights and have the customer correct the issue. Did I mention I bought prelit trees to avoid stringing lights and save time! But now they’re saying remove all clips,lights, cords etc., and redo it all, ! So disgusted at this complete waste of money and time on these new Prelit trees.
I’m willing to spend some time attempting to contact Owner, CEO, etc., to let them know about their wonderful products and complete waste of time for phone technical service when products are defective!
Trees bought were:
C22 9ft Prelit Stratford Pine Tree &
C30 12ft Prelit Rochester Fir Tree
View full review
Loss:
$230
Pros:
  • Representative was kind but unhelpful due to their policy
Cons:
  • Can not return or exchange defective items
  • Sending new lights to rewire entire tree laughable
  • Product warranty does nothing for defective tree
Reason of review:
Damaged or defective

Preferred solution: Wish I could select multiple items under unhappy! Just want to return them and get trees that will actually light!

11 comments
Guest

I also have had my tree for two season and now this Christmas 2021 half the lights don't come on. I tried replacing the fuse and replacing the bulbs with new ones and it still doesn't light up.

What a waste of $200. It should have lasted longer. Please replace my tree.

I don't want new strands of lights that defeats the reason I bought a prelit tree. Gina Williams ginawilliams08@***.com

Guest
reply icon Replying to comment of Guest-2108848

I am in the exact same situation! I fully expected by tree would last more than 2 years.

Guest

Thank you so much for letting me know. I was about to buy a 15 Foot tree with polygroup through Costco.

I am not now! I purchased a 15 Foot tree from Home Depot and after three years, half of the lights do not work. We have plenty of lights to restring them, but I do not want that hassle. I can not image having them not honor their warranty and ask you to restring the lights.

Amazing!

That's the reason I am looking for a new tree in the first place. I'm so sorry that this happened to you, but am very glad you have warned the rest of us!

Ann McDonald
Shopping Expert

Unfortunately Polygroup website doesn't provide its consumers with any information about return or refund policy. The only information you can find is how to contact the company. However, you can find the necessary info of Polygroup customer service at Contact Tab on PissedConsumer website.

Guest

Customer buys end of season discounted Christmas trees in March. Expects a new tree in the following December because the box was “just opened 6 months later” and the trees did not work... Greedy.

Amber B Wsz
reply icon Replying to comment of Guest-1714045

When the tree is sold with a warranty that states it will light the next Christmas guaranteed that’s what it should do! And discounted or not a warranty is a warranty!

Guest

i see we aint the only ones that has an issue with polygroup trees we bought this treelast year put it up in nov. one half of a strand dont work anyway was at same store bought from same brand of tree up and ill be damed the bottom strand of lights were not working

Guest

Same situation here. I bought Polygroup's product under "Home Accents" Holiday 6.5 ft.

Pre-Lit LED Greenville Spruce Artificial Christmas Tree with Warm White Lights from Home depot december 30, 2017. When I pluged in this sunday, the light came up with two diffent colors!! I called them and thay said thay can sent replacement part to me next Fall, 2019. I insisted to talk to supervisor, and Mr.

Tyler K picked up the phone and told me that I only have 1 choice, either I accept it, or I can write any letter to report his company. But he refused to send me the replacement within this Christmas 2018. After that he hung up the line on me.

Yes, the supervisor from Polygroup customer service team hung up the phone on the customer. Now I'm still not sure what to do with my case, but I need to buy a new tree for this year for sure.

Guest

Thank you for your lengthy review. I will steer clear of this company. Was it a quickset tree?

Guest
reply icon Replying to comment of Guest-1597858

The 9ft tree is 3 piece it is supposed to light as poles are put together. Small topper must be plugged in to section below.

12ft is 5 piece requires 3 plugs on each section of labeled / color coded extension cord preran up trees center pole. Trees on display were beautiful but with lighting not functioning has been horrible experience. Received email today saying the “300” lights they ordered for my trees can’t be sent nebause they’re not available. 300 lights clearly won’t cover an entire 12ft tree and 9ft tree.

I think this company is clearly committing fraud.

I’ve requested new teees be sent with return shipping labels to return the defective trees to them! Wish I could attach pictures for everyone to see what they look like after nearly 3 days of trying to get them to work.

View more comments (10)
Anonymous
map-marker Winston Salem, North Carolina

Be wary

Do not call for customer service unless you like spending your life on hold
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Veronica m Zdw
map-marker Indianapolis, Indiana

Are you kidding me

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Polygroup - Are you kidding me
Polygroup - Are you kidding me - Image 2

Bought 500$ pool brand new pool came with holes 3 that I can see one is on seam where two seams meet. I have two inches of water in it at most, didn’t get any further because I notice the leaks.

Poly group refused to send me a new liner because I used some sand to help level out the dirt in some places. We are talking the bare minimum. So no to sending me the new liner knowing that the pool was faulty made and then affected to sell me patched.... not give me patches sell them to me like I haven’t already paid enough for their junk!!!!

Beyond mad at this point and will never purchase anything from polygroup again and I recommend you don’t either!!! If I could rate them a negative I would. Pictures show how much water I got to put in this pool and the leak on the seam...

thank goodness I did have sand down because that’s the only way I knew I had a leak was the color of the sand. Maybe that is why they don’t allow sand because you see what a *** product they sell!

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greg h Ipx

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Terrible Customer Service, and Pruduct

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Purchased a 12x36 Quick Set Dark Wicker Pool Kit, just to allow a person to float, which replaced our 15x30 above ground. I know isn't a $7500 pool but just wanted something for one person to float in.

Put up, Started with pump would not seal at lid, Removed lid inspected seal, and threads reinstalled still leaked. Next day had water coming out from underneath pool, appears leaking at seam somewhere. Contacted customer service tried to send me a patch kit and told me to get some food coloring and find leak. I said pool is accouple days old not happening.

Called back with pool numbers off side of pool and then advised me that since I put at the same location of our above ground pool with sand the warranty was void, I explained to them that the ground was professionally prepared and that the sand was silica sand and a tarp barrier was placed between the same and pool.

Needless to say they will not do anything, and our area is better then most places pools are set up. Please Stay Away, Spoke to Linda supervisor and was NO help.

View full review
Loss:
$140
Reason of review:
Warranty issue

Preferred solution: send me a replacement pool, and filter housing

Kenneth W Lmi
map-marker Greenbrier, Arkansas

Middle section won't light

I have a 7 foot pre lit duncan for quick set. Dept. 18/Modular Cat.#0054. The middle section will not lite
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Amy S Srq

Worst customer service ever

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My entire tree was burned out after one season – did my warranty they sent me my replacement AFTER Christmas and only sent the bottom and middle part SAID they ran out of top parts they were sorry.... so I have a $250 Christmas tree for one season. *** I should’ve bought a live one
View full review
Loss:
$250
Cons:
  • Low customer support
  • Being sent the item
  • Low customer satisfaction
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous
map-marker Blytheville, Arkansas

Poor pump problems

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Okay so I went against my better judgement and purchased another Summer Waves pool by polygroup this year. Last year we purchased the Summer Waves inflatable pool which had an external filter pump.

The pump did not work straight out of the box so we had to call for warranty replacement. That pump did not work so we had to call for yet another pump did not work neither did a third one. Finally after 4 tries we got a pump that worked the rest of the season. Now the new pool that we purchased Leeds 22 x 52 with the skimmer pump attached to the sidewall.

Original pump worked well for about 4 weeks and it quit. So yet again we had to call for warranty replacement when we get that pump in it runs for 30 seconds and quits so we go for a third pump that runs for maybe five minutes and completely quits and burns up and will not even run anymore. Now they tell me in order to receive another warranty pump I'll have to send the last pump in to be examined. Mind you I've already had to empty my pool twice this summer which cost about twenty bucks each time to fill water.

. If I had wanted to purchase a pool that I had to replace the water in every week or so I would have purchased a disposable ring pool like I got last year obviously. I'm returning the product today will never purchase another product from polygroup even though they did offer me a 30% discount from anything on their website after the last replacement failed. I do not recommend buying anything from these people.

I honestly do not know how they stay in business having to replace three or four pumps for each customer. And I know that I surely can't be the only customer having this issue.

Oh and by the way an electrician come out and check my Breakers and my plugs and all my cords and everything on my end and everything is fine it is a poor pump design for manufacturer or whatever you want to call it. Very very dissatisfied customer

View full review
Loss:
$300
Reason of review:
Damaged or defective

Preferred solution: Full refund

1 comment
Guest

i just had the replacement pump sent and i told the customer service i had to have the full unit due to only slight use of one of my arms and the inability to maneuver construction of anything...i said, "send me a full unit put together just like i originally bought" but i get just a pump and the cylinder won't unscrew to replace it..i have no strength, i then call back and the girl who answers sounds like she is on downers and ready to fall asleep and doesn't know "Ester" who is supposed to be the only one who can handle these issues, per the last call i had with supervisor ESTER who refused to give me her bosses name. this is ridiculous and ruining the whole purchase. there is no one who talks and actually takes care of problems.

Cathy Erh

I hate your product and I need some hel

Took 3months to get a used tire up box with a pool damaged it was damaged was told were sending repair tap witch I still did not get now it’s ripped all down side never used laying on ground with garbage They delivered a day not home left it on the side of street I would not have exect this heavy garbage l have talked to every one at your customer service It was claim no 443061 warranty I need this to be fixed right I would like a descent pool
View full review
Loss:
$300
Cons:
  • Leaky pool
  • Service center not helpfu
Reason of review:
Damaged or defective

Preferred solution: Replace it

Ellayna Dew

Pool defective

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Pool liner broke at seem wasted $329 at Walmart and so many gallons of water to fill highly unsatisfied
View full review
Loss:
$500
Pros:
  • Fun for a week
  • Cheap
Cons:
  • Defective pool liner
Reason of review:
Damaged or defective

Preferred solution: Let the company propose a solution

Sheila H Hql

COMPLAINT

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Beginning of June 2019 I had to order their rotor....1st representative screwed up the information 2nd representative screwed up the billing 3rd representative got the order right. At the end of June received rotor and it broke down....called to get ANOTHER rotor....find out the warranty expired!!!

They wanted to charge me full price to replace!

Manager offered 10%discount

The rotor didn't even last 6 weeks!!! I was very careful, bought a floating chlorinator, covered the pool when not in use, barely a couple of weeks left of the summer. Letting everyone know DON'T EVER BUY A POLYGROUP POOL!!!!

GO WITH ANY OTHER PRODUCT BUT NOT THEM so you and your family can enjoy the summer instead of dealing with them...JULIO is ONE OF THEIR EMPLOYEES THAT WAS AWFUL! To enjoy your summer do not buy from this company

View full review
Loss:
$1000
Pros:
  • People at service center are very nice
  • Customer service and performance
Cons:
  • Not promptly standing behind their product or warranty
  • No solution
  • Poor quality garbage products
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Lisa R Isc

First time having a pool

I purchased a summer wave Elite swimming pool on May 27th I still have the receipt at the end of August that started to leak I tried to find the leak I can't find it I feel that I should get a new liner for free it should not be leaking already this is my first pool that I've ever owned I took good care of it and they want to charge me 200 for a newliner i would pay 100 but not 200 thats a new pool
View full review
Loss:
$277
Pros:
  • Representative was kind but unhelpful due to their policy
Cons:
  • Poor quality pool had leaks
Reason of review:
Damaged or defective

Preferred solution: Price reduction

Teresa D Eiu

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Horrible Customer Service

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Opened a brand new inflatable pool. Took hrs between pump and water only to find it had numerous leaks I contacted their customer service and the male rep was the rudest ever. Teresa, Thank you for contacting Polygroup. Please contact us at 1-88*-919-**** Monday - Friday 6:00 am to 8:00 pm and Saturday 8:00 am to 5:00 pm MST so a customer care agent can further assist in this matter. Kind Regards, Jazmin L Polygroup Warranty Department 1-88*-919-**** Palvalencia Jul 7, 3:59 PM MDT 888-919-**** or send us an email at warranty@polygroup.com. Hello, last night we were finally moved into new house and was able to finally inflate our PLAY DAY 8' FAMILY POOL that we bought the kids for xmas.(1st time out of box, brand new After buying a pump and inflating it which took most of the day, i noticed air coming out but the kids wanted it filled w water. But within an 1/2 hr, all the water had leaked out. We are all very upset. I googled the review and saw the above info. is there anything you can do? I have the box with the upc label on it I can send photos of the pool and box.Please let me know'.
View full review
Loss:
$39
Cons:
  • Awful customer service
  • Poor quality pool had leaks
  • Low customer satisfaction
Reason of review:
Damaged or defective

Preferred solution: Replacement

Jessica W Kjw

Summer wave pool

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I got a summer wave pool last year, I thought this would be a great thing for 4 kids and us adults on a hot day. Well I had the pool maybe a month before my liner started leaking.

So I called them and they said since it was within 3 months they could send me a new liner as long as I cut the one I had and send pictures. So I did. Got a replacement..well put the pool together month ago and the liner looks like the other one did before it started to leak and too boot I just tried calling them about my filter because it quit working! This filter I use about 4hrs out of the day and a combined 5months.

So now this has stopped working. I called they told me it's not within 3 months and if have to buy one at 60$. So I've had this pool and everything set up 5months total out of two years and Ive had a liner that's ripped and a filter machine that won't work! I expect when I buy a pool or whatever I buy for it too work longer than 5 months total!

This isn't including all the chemicals I have to buy as well. Too anyone wanting to buy one of there pools...don't. I'm learning the hard way that it's not worth it in the end.

I mean I expect to have to fix something or replace parts but after this very short amount of time-NO I shouldn't have to replace anything!! So thank u polygroup for making a great pool and helping me out when I need it.

View full review
Reason of review:
Bad quality
Jannel Rit

Worst experience ever

I purchased a pool one week ago set it up last night because i had to set my ground started filling it up about a couple inches of water an notice water all around well guess what its the seem but somehiw its my fault i havent even put one foot in the pool havent had it up for a day at all called an she tells me she will send a repair kit *** your repair kit if i purchase a pool i want the product i pay for not the half *** product then u tell me because it already been set up an water put inside it is used and that messes with warranty really cone on if i buy a pool i set it up i dont buy sonething brandnew and automatically look for holes so ya i put water it duh i wanted to use it thats why i purchased it and then she says i have to find the exact leak i dont give a crap were its coming from all i know is its leaking then she says put food coloring in there it will all go to were the leak us so again if i do that then that will mess with my warranty please some of uswork hard to get these things with barley enough to purchase so our kids can enjoy the hot summer and you tell me in other words to bad and then say i cant request a new liner you dont have the authorization but you have authorization for a repair kit get the *** out of herethen tell me you dont have a supervisior there wait another 24/48 hours for a call back i dont want a repair kit i dont want to wait for a call back i want the product i purchased or my money back if i get a half *** product then it should be half price they cant do *** i can send u back every darn peice of the pool if u want the whole damn thing i want what i paid for that simple i bet none of these employees buy there products i worked hard to buy my kids a pool they cant even you its heartbreaking and not to mention there customer service is nothing like i have ever delt with i am not one to complain or write reviews but this is obsurd what kind of company that makes so much money screws over there costumers who only make them money by buying there products and get screwed because they cant even fix there own mistakes maybe thwy should test there products before they send them rather than wait for there costumers to discover them and then tell them its to bad its to late or somehow our fault please they shouldnt even be a company or anything
View full review
Loss:
$200
Cons:
  • Warranty claim unfulfilled on defective product
  • Do not honor warranty
  • Can not return or exchange defective items
Reason of review:
Poor customer service
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