COVID-19

 January 15, 2021

 Due to Covid-19 restrictions and the ensuing shortage on raw materials, There will again be an industry wide shortage on above ground, on ground and in ground pools this year. If you want to make sure you have a pool it is our best recommendation to purchase the pool as soon as possible to make sure they aren't sold out.

 

Thankfully we placed a big order with the Hollowell Industries Inc, the making of Doughboy above ground pools for pools which should start shipping direct to customers in early March. 

 

 

In a recent meeting with Hollowell Industries Inc., the manufacture of the Doughboy and CaliMar above ground pools, they committed to producing CaliMar above ground pools for the 2021 season. At this time, HII is in production manufacturing CaliMar pools exclusively for sale at ProPools.com. We were advised that after March 01, 2021 we should be able to ship the Coronado and Laguna model pools in all sizes; and select sizes in the other CaliMar models. 

 

One thing we are certain of is that demand for CaliMar above ground pools is still extremely high. We expect to sell out before Spring 2021. If you want an above ground pool for next year, we recommend ordering now. All CaliMar pages have details regarding the estimated shipping time frame for that pool package.

 

 

We have been in daily communication with the manufacture of CaliMar above ground pools to ensure every last pool order is shipped this season. Pools are shipping every single day and the factory is working multiple shifts, six days a week. Most recently pools with an order date of May 19th and 20th have been shipping out, some orders from May 21st have shipped. During this time period we were flooded with orders, as was the manufacture. While we are only talking about a period of a few days, there are a lot of orders over the course of those few days and on May 26th we stopped taking above ground pool orders. At this point, we have already shipped hundreds of pool orders taken prior to May 20th this year.

 

 

We would like to extend our deepest apologies if you have attempted to reach us and have not yet received a reply. We are not exaggerating when we say that our team is working around the clock to safely fulfill orders and reply to each call and email with the detailed attention it deserves. We value you as a customer and will always do all we can do to address any questions or concerns you may have.

 

ProPools, along with virtually every other pool company, is experiencing much longer than anticipated lead times due to COVID-19. The current climate has forced most Americans to do their shopping online and look for new ways to entertain themselves at home. This increased demand for above ground pools quickly depleted existing stock globally and have put swimming pool retailers and manufactures weeks behind in processing and shipping orders. Raw material delays, staffing issues and new safety protocol, among other factors brought on by the pandemic, has substantially slowed down the production of above ground pools. Check out this article from The New York Times for a more in depth look at the challenges facing the above ground pool industry this year.

 

During this unprecedented time, it has been our goal to be as transparent and forthcoming as possible with information regarding your order. Unfortunately, this is not always easy because we are completely dependent on our manufactures for information. We have been in daily communication with the suppliers we work with and have provided our customers with the most accurate information to our knowledge every step of the way. We understand that this does not make the delay in responses or lack of information any more palatable, but we do want to let you know it has never been our intention ignore any of our customers or avoid calls and emails.

 

ProPools has been selling online since 1997, making us one of the oldest online pool companies in the industry. We have a stellar reputation for customer service and that is something we take great pride in. Given the truly unexpected demand this year our call and email volume has exceeded the capacity our staff can typically handle. Because of this our response times are lagging, and we cannot apologize enough for that. Quite honestly, it takes months to adequately train sales staff to have the product knowledge to address customer questions and concerns. So unfortunately, it was not an option to hire additional staff when demand ramped up. But we promise you that our hard-working team is doing everything humanly possible to keep up with the inquiries and give our customers the attention they deserve. We value you as a customer and will always do everything we can do to address any questions or concerns you may have. There may be a delay, but we will get to you.

 

Thank you for your business and especially for your patience and understanding during this unprecedented time.

 

 

As of June 1st the swimming pool industry is both short on product and shipping times for in stock items are rising every day. Most warehouses nationwide are shipping in 3-7 business days, many manufacture warehouses are much longer than that. ProPools utilizes our own warehouses but we also ship from several supplier and manufacture warehouses. We are doing our absolute best to keep customers informed. Customers should expect some minimal shipping delays during the peak of the swimming pool season. With so many Americans at home currently the swimming pool industry has seen unprecedented demand for pool products.

 

 

 

 

 

 

 

 

 

We see you out there, pointing at your device and anxious for help! We’re working long hours toward safely getting swimming pool products out, checking returns back in and answering all "backyard vacation" related questions. Email is still the best way to contact us. If you would prefer to reach us by phone and your call is not immediately answered, please leave a message and a team member will be in touch with you in a timely manner. Our goal is to reply within 72 hours so you can better plan your swim season. Thanks for your business and patience during the busiest time of our season.

 

 

March 16, 2020

 

Over 20 years ago ProPools.com was launched to help families create the ultimate backyard vacation with the best products at significant savings. Today, we continue our vision to have a healthy, successful company that provides true customer satisfaction and has a loyal following. Like you, we are concerned with the challenges we are facing globally due to COVID-19. Please be assured that during this time, the health and safety of our team, our customers and our community is our highest priority.

 

We are safely continuing to work seven days a week to keep your swimming pool in tip-top condition. Our customer service team is available via phone, email and chat during our regular hours. Visit our contact page for more information. All orders will continue to ship out on time and should arrive within estimated delivery range. However, there may be some special orders that are delayed due to production issues caused by COVID-19. If this is the case with your order, we will provide immediate communication and updates as much as possible.

 

One thing we know for certain: A family vacation at home is the best ways to stay safe, be active and keep smiles on faces. We encourage you to keep on swimming! Note: The CDC has confirmed that there is no evidence that COVID-19 can be spread through pools or hot tubs.*

 

Thank you for your continued loyalty and support, the ProPools team.