Club piscine treats their employees so poorly. I asked for a manager and the polite employee said the manager was not in. There should always be a manager in store. I had a delayed pool and the employee had to take the anger I had towards the company which I know realize was unfair. She was very kind and told me because if covid installations were delayed which I do understand but I don’t believe it was covid, I believe it was the company. I was tricked by my pool sales man and he told me my pool would be installed way before my actual installation date. Management needs to rethink their way of business and make some changes. You will not receive my business until I hear better things about the company. I’m not trying to be critical but management needs to wake up.

Too busy to talk with customers not overly impressed

So far we love our solstice hot tub. I figured I'd leave a review because I had a hard time finding reviews when I was looking. It got delivered earlier than expected, just before Christmas and lockdown. Phil was so helpful and made us feel confident in our purchase. I was a little hesitant because of it not being a big brand hot tub and not being able to find alot of reviews, but after a month of research I felt confident in our purchase. Delivery was a little tricky and the delivery people were great even dealing with our hedge issues. The only reason it's not 5 star is because the Club Piscine website pricing was out of date compared to what prices were in store.

Lots of nice stuff. But very unhelpful, disinterested staff. I was shunted between 3 unenthusiastic people then sent away told they didn't stock what I needed. A work colleague told me where it was so I bought next day. Unimpressive...

I returned to Club Piscine on Hunt Club this summer after the Orleans location closed years ago. I faced many challenges with my 10 year old pool this year and ended up dealing with Sarah Adair for many of these issues this summer. And today again just replaced my old sand filter. For me, the service provided by Sarah and CP staff has been 5 star since Spring over many visits. She has been unbelievably helpful, always with a smile, and great advice. Because of her my family has enjoyed our pool more than ever. Her customer service will keep me loyal again to Club Piscine. Well done Sarah and CP staff.

Can't even leave a voicemail and too busy to take phone calls? I'm not driving across town on the off chance you might have what I'm looking for in stock.......especially when your website sucks so badly. Too bad, I'm trying to buy a pool liner today, I guess you don't want my money.

We recently visited Club Piscine in hopes of finding a gazebo. We were very pleased with the service provided by Adam Bednarek. He explained all of the features of the Porto gazebo that we were interested in purchasing. His friendly demeanour and prompt responses were very much appreciated. We are looking forward to receiving and installing the gazebo in the near future.

Great deal on our sundance hot tub

We stopped in to learn about potential hot tubs for our cottage, and quickly discovered that it didn't make sense to purchase from this particular location, which is hundreds of kilometres away from our place. But...salesperson Adam B willingly walked us through the store, showed us various models, patiently answered our questions, and really went above and beyond, especially knowing that we wouldn't be purchasing. He even offered to answer any questions we have down the road. We were so impressed with his generosity as well as his knowledge. I would go back to this store and recommend it to others, solely based on Adam's knowledge and character.

We dropped in in October 2021 to purchase some patio furniture and umbrella. Staff at the Club Pricine were attentive every time we walk in. However I would like to give a shout-out to Zach. Zach is super helpful and friendly. He didn't just help us make a right decision on buying what we needed for our backyard (including the right furniture cover) and he also helped us with loading the heavy packages into our van. Will definitely go back for our future backyard needs.

We had great customer service at this location (west hunt club). Phil took care of every detail regarding our patio set order, and Mike went above and beyond for us at the loading dock. Huge thanks to both, ask for them if you go!

We stopped in to shop for patio furniture and had exceptional service from Matt Clarke at the Hunt Club location! So patient and was happy to move furniture around in the showroom to help us make our final decision! Fantastic to deal with and would highly recommend.

Clean and professional staff. Purchase 10x12 Porto gazebo, missing some parts and damage pieces ,I had no problem in getting them replace, 4star because I feel the item could have been place in 3 or 4 boxes instead of 2 . Very heavy. Instruction very difficult to follow.

Very disappointed in the quality of some of the products. When you spend a lot of money on a product, you expect to get a few years use before it starts cracking and breaking. I contacted the warranty department only to find out it isn’t covered. 1year warranty on almost $3000 worth of furniture. I expected higher quality product for the price. Maybe that is my fault...

We recently purchased a Jacuzzi hot tub from Club Piscine (Innes road in Ottawa) and were very impressed both with their customer service and their delivery. Tanya (sales rep) was incredibly knowledgeable, and gave us some very good advice on what to consider when choosing our hot tub. She was very responsive to all our e-mails and follow-up inquiries. The Delivery was very equally professional (i.e. no damages to the site, and they took very good care of the tub and its final placement and set up). We can't comment yet on the quality of the tub as its been too hot outside to fill it (major heat wave here), but hope the tub proves to be as terrific as the service we've received thus far. Thanks Tanya for the great purchasing experience. you are top notch!

We went into Club Piscine to purchase a hottub and what a fantastic experience it was. We dealt with Adam - who was exceptional. He took his time to walk us through the products available with a focus on our needs rather than 'upselling' so we were matched with the tub we needed. Prices at this store are transparent - published in plain view and the price is what it is. No games, no haggling - making for a simple transaction. I would highly recommend the store and salesman. Thank you Adam and Club Piscine.

I recently purchased a jacuzzi and the staff were knowledgeable and patient with all my questions. Most impressively was the after service care and support provided by Zach. It was nice to see I wasn’t forgotten after I made my payment.

Sadly, not impressed with my experience. You're supposed to be able to order online for pick up but the online portal doesn't allow it because there is too much traffic even though some people were able to do so. The online store tells you to call the store to make your purchase instead. When I called the store, the girl told me that I could not order over the phone and I would have to come in to the store. No problem. I go into the store to make my purchase. They had a sale on the 16kg HTH chlorine. When I got there, they only had the 30kg which was $20 more for 2kg less. When I asked if they had any of the 16kg left, the girl pointed me back to where I had picked up the 30kg. I told her there was none of the 16kg. She kept pointing me back there. What she was pointing to was their own brand and not what I was asking for. When I explained why I was frustrated not being able to order online or over the phone, she proceeded to tell me that they had no control over the website and that the head office manages it. If the head office is telling people to order over the phone, should the store not be honoring that?!? From now on, I will be going to Mermaid Pools where the customer service is so much better. They give you what you ask for and even help you bring your purchase to the car. I can appreciate that things are crazy right now with covid and I've worked in customer service before but what I received was not proper customer service. There are nothing but teenagers running this store. I'm sure others have had a better experience than me but this was by far the worst customer service experience I've ever received

I had so many questions answered today, by phone, in the middle of a pandemic, by a wonderful staff member who walked me through what I needed very expertly and patiently. Everything went exactly according to plan, including the curbside delivery that was ready for me- no waiting!! I'll be back and can't wait to see what's in that store when it's allowed to reopen. Thanks for getting me up and running at this challenging time. Stay well!

Purchased a new Visscher gazebo on line from Phil. He was very helpful and I appreciate the quick reply to all my questions. High recommend both Phil and this store.

Test pool water there no restrictions on times you can go and no big push to buy all the chemicals. The chemicals are not price badly.

(Translated by Google) Everything you need for SPA or pool products. Also beautiful furniture and shelters for patios (Original) Tout ce que vous avez besoin pour des produits de SPA ou piscine. Aussi beau meubles et abris pour patios

They answer the phone when you call....will check to see what you need is in stock, and when many others have little stock of pool chemicals, they had everything.

Good service

Very clean store....friendly staff

During these crazy pandemic times, Sarah showed the ultimate in customer service. While we had to change the pipes from the pump to the filter and pool, she was more than able to decipher all nine parts that summed up "The plastic thingy that connects to the elbow, that connects to the flexi-tube. Somehow she understood that, and got all the right parts waiting for me for pickup. She took on our crazy order with humor and grace. Thank you Sarah 😊- Nick and Tracy

Our 2003 Sundance Cameo hot tub needed replacement parts and a new circulation pump. Sarah in Parts Department worked with us to get the right parts. It wasn't simple due to the age of our hot tub and she was extremely helpful and knowledgeable. She was a pleasure to work with, has exceptional communication skills and delivered excellent customer service.

I'm so happy that Club Piscine is remaining open to the public during these difficult times as they've been my go to pool place for years now. The staff in the parts department today was super informative and helpful! The ladies at cash were also very quick and cheerful. Happy to support local.

Reliable service and good value

We are more than happy with our brand new Jacuzzi since we're at home often with the Covid situation. Thanks again to Zack for the advices and smooth transaction :)

They always have the latest items. The new hot tubs are amazing. We have bought our pool and hot tub supplies here for years, and the service is always excellent.

Was searching for a bistro style patio table out of aluminum with an umbrella and chairs . Currently they do not carry such a product but for next year will look into the possibility If their is a demand for bistro patio tables for smaller back yards. The representative will let me know if they receive and sell this in the future which I appreciate the effort .

Good service, best local price I could find for HTH granular chlorine; without driving to Gatineau. Seems that many of our other local pool supply shops still have the price gouging mentality. Some were quoting as much as a $100.00 more for the exact same product. Not sure why some seasonal supply places (read Marinas & Pool Supplies) think it is ethical to price gouge?

EXCELLENT OVERALL SERVICE-let me begin! Adam B was our sales rep. He was 10/10! Right from the beginning, he didn't pressure us for sales. He listened to why we needed a hot tub, then showed us our options. He explained the different sprays, and the benefits for each one. Any time throughout the process from purchasing to the final hook up, Adam was always there for us and he knows his stuff! Ben who works in the parts department, was also very good. He did the water test, and explained a lot regarding the chemicals required and how often. The delivery crew were awesome as well. I wasn't there for this part, but my husband was. They were very professional and placed the hot tub exactly where we needed up on our deck. Even applying for the 4.99% financing was so easy. After we had the hot tub installed, and filled, we noticed we had an error code showing. Turns out it was something our electricians didn't do, but Adam and Ben where there explaining what needed to be done. We had someone tell us not to go to Club Piscine, however I am here to testify, you WON'T BE DISSAPOINTED getting your hot tub. Thank you to the staff at Club Piscine for making my dreams come true!

Adam was amazing, very welcoming, knowledgeable and patient with all of our question. Would recommend others looking for a hot tub to see him.

The buying experience was great, but I gave a 4 star because I found that getting information on the products to take care of it could use some improvements. The first person who helped, mentioned she was new and didn't know much about the products and the second person I saw told me I bought one wrong product and was missing another. When you invest 15k on a hot tub, you want the after sales services and information to be accurate. Plus, I find the test strips are not very accurate so now am going in weekly as I'm having a hard time getting the water just right. PH is always high...

We are pleased with the not only the customer service following the purchase of our hot tub but also the knowledgeable water analysis representatives. The delivery process and start up of our stream spa was effortless and we have enjoyed each soak and ever since. Thank you Club Piscine Team Nepean.

Honestly I expected way more from this place. Bought 2 patio umbrellas and a 10x10 metal gazebo from these guys a couple of months ago. One of the umbrellas is already broken... And don't get me started on the gazebo.. very bad quality and takes a rocket scientist to put together. The screws kept getting destroyed by the impact drill as we tried to put the gazebo together then tried to take apart whatever we had put together. This means the quality is wayyy subpar. The salesman did offer to give us the contact of a contractor, but my husband is a contractor, and he couldn't do it. If it needs a special contractor to do it then they should say so before the sale is made. Now we have a pile of bad quality metal that we paid $1000 for. Can't expense it on the business since it's not there standing in the business and can't use it for anything. We actually had to pay a blacksmith to take it apart, so it really cost us more than that. Terrible experience. Will not be coming back here ever again.

The sales experience with Zach Lafleur was great. The after sales experience has been a disaster. A got a notice by e-mail that the hot tub had arrived at the store. There was no phone call or text. The e-mail got buried in the 200 e-mails I get each day. Six weeks after the tub was promised for delivery I called Club Piscine to ask why the tub had not arrived. It was at that time they explained to me that I missed an e-mail 6 weeks earlier. Why did they not see fit to follow up with a phone call or another e-mail during the same week. The explanation was they were too busy. Then getting delivery was another issue. The delivery team never responded to e-mails they just let you know it will be sometime in the next two weeks and then 12 hour out they let you know that they will be delivering the next day between 9 and 5 and you need to be home. Getting the hot tub rotated 90 degress because I had made a mistake on the positon was another lenghty process. Asked the delivery team if they would be in the area and could they come by to rotate the hot tub 90 degress. No response. Contacted Club Piscine. Told me they would get back to me but never did. I finally called Zach and got an immediate response. However, it cost me $200 to get it rotated 90% because I thought it was a complicated process. I did not know how or where to lift the tub safely without damaging it. Turns out I could have done it myself with a friend had they just explained to me how and where to lift it. It could have been explained to me that you just lift from the top and drag it around. It was a costly $200 lesson. Finally got it hooked up and then went to have the water tested. They told me at the time of sale that I would get the starter kit included. They don't tell that not all things on their list are included. I had spent more than $30,000 at Club Piscine including the hot tub and lawn furniture. I was expecting better service.

Good quality pool equipment

Repair Wait Time Too Long Purchased a new Jacuzzi in October. We have an error that prevents us from using the tub. Called on Friday and waited all day for someone to call me back. Just found out on Monday that they can't come to fix it until NEXT Tuesday. Very disappointed after spending 8k on a new tub.

Great location. Clean, friendly and fast service. Just a tip....they do not accept American Express....found out the had way lol

We were shopping for a very specific layout of hot tub. I looked everywhere online for the rare configuration we were looking for. I went to a closer CP location to where I live, to see what they had. I found something I liked but the sales person seemed very uninterested. I was instantly turned off. I called these fine folks in Ottawa for more information and had an incredible experience with Zach. He was very professional and knew his stuff! He really was excellent through all our communications. l had a great experience dealing with Club Piscine Ottawa. Thank you for all your help Zach!

I would like to give a SpecIal Recognition to one of your employees for exceptional Customer Service. She a young lady that worked at the cash at 10.51am today Wednesday September 21. I never did get her name…I wish I had. I came into the store to pick up a above ground pool closing kit. She acknowledged me immediately as I entered, I am a disabled person using a walking cane to assist me to get around. I told her that I was there to get the kit which was unfortunately for me located at the back of the store..a long walk for me. She stepped in and told me to wait at the front and she would go to the back and get the kit for me. I waited, she came back with the kit. Then the cash register would not work so she needed someone to come and fix it, while I was waiting she brought over a chair for me to sit in while they reset the cash register. It did not take very long. After I paid she then volunteered to take my package out to my vehicle while I slowly walked out. I thanked her for her kindness. I just want you to know that this young lady is a Special Person and represents Club Piscine in the best way possible, offering Great Customer Service to all. Please thank her once again for me… Sincerely Paul

We highly recommend speaking with Adam B! He gave us exceptional service and really knew what he was talking about. If you’re looking for a hot tub, ask for Adam :)

Absolute worst service in the industry!! Can't even get someone on the phone and the one time I did regarding my hot tub, they took a message but still no reply. I can't believe they can't even return phone calls nor answer the phone. I've been trying for 2 days trying different extensions and still no one answers. If I could rate this company a zero I would!

I collaborated with Zach to acquire a new hot tub. I had a specific model in mind, and the purchase process was remarkably swift and straightforward. Upon bringing the tub home, I encountered a manufacturer defect in the circuit board, rendering the tub unusable. In this era, navigating through post-payment interactions with companies, warranties, and sales representatives can be a daunting task. Given that it was a Sunday evening, I was understandably anxious about how this situation would unfold. To my surprise and relief, Zach went above and beyond by responding to my concerns after hours on a Sunday, ensuring that I wouldn't be left fretting. His prompt action gave the service team a head start on addressing the issue come Monday morning. Remarkably, I received an email just 10 minutes before their official opening time on Monday from the service department, followed by a follow-up email from Zach himself. Within a mere 5 business hours of reporting the problem, a technician arrived and replaced the defective component. In an age where one often anticipates hiccups in customer service, everyone at this establishment demonstrated exceptional teamwork and efficiency in resolving my issue. This experience has instilled in me the confidence that my ownership journey with this company will be characterized by seamless support and assistance. My heartfelt thanks to all involved; I will unquestionably return for future needs.

Purchased my Jacuzzi Hot Tub from Club Piscine a year ago and had excellent service from Jennifer M from the Gatineau office. We had to replace our UV unit - Club Piscine covered the cost of the unit when Jacuzzi would not. Now that is excellent customer service. Jennifer was polite, professional and quick to get this fixed. Happy we went with Club Piscine and we purchase all our pool and hot tub products with them. Thanks again for the amazing service 😊

So we purchased a salt chlorination system and a solar blanket crank mechanism from Ben who was very knowledgeable in the store, and when we got it home to our dismay there were no instructions in the box for the crank. We called club piscine to see if there were any instructions online that we could use. I was informed of that there weren’t any but an associate would be able to help. Sarah walked us through step by step in putting it together. So patient and helpful!! That girl deserves a raise! It would be beneficial if someone wrote the instructions and photocopied them hand out with each purchase, as she mentioned she’s only there for the summer.

I would say the best Hot Tubs to buy in Ottawa except of cheap versions of cause. And they are very busy now. BUT 1) they do not accept credit cards for whole payment (cheapy-cheapy); 2) They do not collect packaging (a lot) on delivery(cheapy-cheapy). This is why it is one star for now.

Bought a brand new Hot tub (Jacuzzi 245) and in less than one year it broke down twice. It also takes days to get a service technician to fix the problem. Very disappointing.

Very helpful and knowledgeable

I've been going here for 16 years for chemicals and this spring since opening I have been having a problem of cloudiness and it ended up being the pool shock that I purchased from them. they did not want to resolve the problem as they gave me the excuse it was health Canada that they cannot do an exchange but the chemical is defective. I told them they can keep what I bought and I wouldn't be going back, they didn't have a problem with that as they did not want to resolve the problem. Don't worry I wont be going back. Very poor customer service!

Overall experience was great, with a miss understanding on the delivery date. This should be explained better. Delivery of the hot tub was excellent and very professional.

Terrible customer service!! I’m extremely disappointed. I bought this $14 000 Jaccuzzi and my jacuzzi is still under warranty. During the winter. One of the pump broke and my jacuzzi was filled with ice. I called the customer service to fix it and they told me to wait until there is no more ice. They showed up at the beginning in May (approximately 5 months later), asked me to pay for the service even if my Jaccuzzi was still under warranty, and fixed one pump. When they left, I realized that my jacuzzi was still leaking and I was unable to fill it up. I called them back 10 thousands times, left 10 000 messages but nothing. Nobody picked up the phone, nobody returned my calls, nothing!!! We’re almost in July and my $14 000 Jaccuzzi is completely dead, I’m still under warranty but nobody is taking care of me. I’m really disgusted by the customer service. DON’T GO THERE!!! ONCE THE PRODUCT IS SOLD, THEY DON’T CARE!! YOU’RE ON YOUR OWN!!!!

Great service and lots of choices. Would not go anywhere else for my patio furniture and gazebo.

I have Purchased over the years a Hot Tub, several different patio sets, Gazebo and the Product quality is amazing, Staff was a pleasure to deal with and service after sale has been outstanding. I will be a return customer for many years ahead :)

We were shopping for a hot tub for the first time. Zach was very knowledgeable and helpful about the different tubs and features. We especially needed guidance regarding chemicals, how and how much to add, monitor etc. The lab at Club Piscine was patient and helpful with us! We are very happy with our choice!

We couldn't get through to the sales team by phone so went into the store and we're glad it worked out that way because that's how we met Phil! Phil is hands down the BEST sales person we've ever worked with - and not just in the hot tub industry. Phil is extremely knowledgeable, patient, honest, and just incredibly helpful without a hint of pushiness! Great experience so far and will be recommending to family/friends!

Zach and Tania have exceeded our expectations after an honest mistake was made. We drove 45 mins to pickup our pre ordered Gazebo. A very nice salesman was there, i assume to fill in for the shipping receiving staff and did his best to assist us with our package. We arrived at our campsite and started setting up so it could be ready for our sons birthday and to our surprice we were missing a box. We called in and without hesitation Tania and Zach took complete control of the situation, went out of their way on a friday night to personally deliver the missing box. Now this was also their friday night and they arrived after 7pm with a very friendly and positive attitude and felt to hard feelings whatsoever. On Top of that they refused to accept a monetary offering for all their efforts. In my eyes, Zach and Tania are true ambassadors to the entire service industry...its rare i see service like this and will be highly recommending club piscine in nepean becase of their actions and understanding. We are so satisfied with the quality of our "Porto" Gazebo and everyone else we dealt with at this establishment.

great customer services, consistently reliable, professional, and go above and beyond to assist their clients, thank you

We have dealt with both Sarah and Savanah in getting our pool ready for use this year. With the pandemic in effect they have both been very helpful and also accommodating in having things prepared so that I could pick them up once I had finished work. Great Job! Thanks again

Club Piscine, and Zac Lafleur especially have been amazing. The products are fantastic and the service has been excellent!

I have always had a positive experience with Club Piscine, but during Covid-19 they are taking online orders and they are answering the phone. The staff are polite and knowledgeable. When you don't know exactly what you need, it is great to speak with someone in the store. The order is ready and set curbside, same day.

I want to send a shout out to Sarah who works in the parts department at Club Pscine! She is freaking awesome! I had a problem replacing one of the cartridges in my Zodiac salt water chlorinater and I tried for months all last year, but nobody could fix it for me except Sarah! I had even called Zodiac technical support and they could not help me. Sarah tried checking with her subject matter experts and they all told her that it couldn't be the way she (and I) described, but she didn't accept their answer and tried to fix it herself...successfully. Way to go Sarah! You are AWESOME! You made my summer. I hope you have a great one!

Simply great service...

Short line to get in and fast service.