Family Leisure Reviews 

I just purchased a pool table, and the sales person Donna Bradley was awesome. Answered all our questions, and worked with us on getting exactly what we wanted. Sales 5 stars will leave another review on getting it here and installed.

So very disappointed in our experience with Family Leisure. We purchased the Venture Island above ground pool package on June 5, 2020. Installation was scheduled for July 18. I received a call several days prior to let me know that it would be installed without a pump and filter, and that they would send a bottle of algicide so that we could still fill the pool and have it not turn green in the meantime. The install crew had no algicide, knew nothing about it. They also left a set of beat up, gouged steps in our driveway - I called while they were still on the street, thinking they left their install steps and meant to leave the new, wrapped steps that were on the trailer. I was told those new steps weren't for us, but that they'd create a ticket to replace these (because they're really horribly beat up). They then shipped us a bottle of algicide when I called. Several days later the filter and pump come in, and the gentleman who installed it was very friendly...when I pointed out a significant leak around the top of the sand filter he tightened and loosened it several times, and it still leaked. He used roughly 1/2 of a tube of clear silicone around it, told me to let it dry then start the pump, and if it still leaked to keep adding silicone until it stopped. My husband - who is NOT a pool guy - took it apart, cleaned off all of the silicone, and screwed it back together with no leak. We are still waiting for steps that we can actually use in the pool - the suction cups on these have been cut so that they won't stay on the steps, and the steps float in the pool - I'm not taking the chance of damaging the liner. I have talked to countless people and get a different story every time. This customer service has been a joke, and I'm so disappointed that what was supposed to be a fun summer addition for our family has been such a frustrating mess, and have been spoken to very rudely by several employees over these weeks. If I could give 0 stars I would, and I would certainly encourage potential customers to remember that you get exactly what you pay for - their inexpensive pricing comes with comparable service after they have your money.

I used to work there homeless living behind their building and they did nothing to help. Terminated my employment halfway through the day after I did their work. I walked 10 hours to work on time , no appreciation. Had police waiting while I came to grab my check. Uncalled for. If I was such a bad employee tell me why I went from $10.20 to $12.50 in 1 yr. Who tells the truth. I worked delivery and install as well as warehouse. I personally worked with customers that became unhappy due to product and schedule. Not once have I had a complaint on my work. They treat employees like crap especially warehouse employees.

Recently bought a hot tub from Cody at Family Leisure. He was awesome to work with and took a good deal of time to be sure I had the right fit for what I was looking for. I have not dealt with installation or service yet, but was very pleased with the sales department.

I would like to start off by saying that the crew (Gilberts Crew) that installed the pool were great people and there should be separate reviews for that. The crew would receive 5 stars....... Now to the actual store.............. We purchased our pool on 5/17/20. I paid upfront at that moment. The customer service is just absolutely poor and unacceptable. Once I handed the money over, it was just horrible from there. There should have been a red flag when I had trouble even getting someone to contact me about purchasing one. I was told everything would come with it. Even a MONTH supply worth of chemicals. The install date was set for 5 weeks out. It rained on the install date which was 6/26/20. The crew couldn't help this, not their fault. They unloaded our pool and I had to call the store to get another date. The date was pushed out another 2 weeks. So on 7/10/20 they crew came out to install it. They got there about 1:30pm and left around 5pm. They did a great job on their part. Around 8:30pm I walked out to check on everything and there was water EVERYWHERE. I called Gilbert and he called his boss. Gilbert called me back and said someone would contact me the following morning. Of course they DIDNT. So I called and they said the crew would be back out on Monday to fix it. When I got home the liner was cut out. They had to let everything dry(understandable) and would be back out Friday 7/17/20. The issue was a seam separation. I called and spoke to a manager to see if I would be compensated due to the water loss and she said that's not their problem. Well I understand it was a seam separation but I needed to be compensated on the 5,000 gallons of water that I lost. I did not get a month worth of chemicals either it was 2 weeks. Once I told the manager this she said well I dont know how someone can tell you a months worth when we dont know how much that is.. Excuse me..... Its broken down in the literature that you hand over once you accept your payment. I really hope it was worth all of this. The actual service from family leisure is very unfriendly... Very very unfriendly.... when you call them its almost a " how dare you call and ask this" or "we don't care if we have your business or not once we receive the money" .. This is how they make you feel.... I really considered Leslie's pool store in Little rock however they were just a little more than family leisure but I think now that it may have been worth it just because of the customer service and how unappreciative this company is. Leslie pool store's number is (501) 945-8091.

Ive had 3 people stop and ask me about my pool because its hard to find one anywhere right now. Once I told them everything they commented back and said well maybe we dont need one then. I also know someone that lives up the road from me and they are getting theirs in August. After I spoke to them about what has happened they are a bit leery now as well...

Again Gilberts Crew was great and actually did there job unlike the rest at Family Leisure in Little Rock Arkansas.

I bought a patio Furniture set And the salesman was the owner of the company Kevin preFontaine. It was exactly the furniture that my wife wanted and we got a good price on it. after the furniture was delivered in a professional manner we found the swivel rocker leaned to the left and forward. They sent a service man out to try and fix it and found it was not able to be fixed. They sent another club chair and let us keep the swivel rocker too. Our patio is so beautiful! I highly recommend buying from this company. Thank you Kevin for running a ‘FAMILY’FOCUSED COMPANY

I like many others that have posted on this forum have not had a good interaction with Family Leisure. We like many other people went to purchase a pool as people are staying home and the kids want to run around in the backyard with something to do. We called many times (and left VM's with no returned calls) and that should have been the first sign that this firm is not properly staffed to handle the uptick in business that is currently happening. After finally speaking with a nice sales associate named Matt we made the trip down to Indy and purchased the pool. Our purchase date was on 05/27/2020. We were told that we would have the pool installed in 8 weeks, but that weather could push it back a little bit. We got permits, contacted a firm to deliver sand, and even found a delivery driver for 8000 gallons of water. Then we got the pool delivered to the house, and we find out that we are missing key items like the filter system, and cartridge. Family Leisure said it was on back-order and we would have it the next week. The next week came and went and no call, no show. Try calling the store and it is a joke to find anyone to answer a call let alone a question. There seems to be one person named Mark who is in charge of everything and he isn't a nice person and doesn't want to talk or deal with anyone. He now has a woman who is helping him, however every call to her is essentially I have to check with Mark and get back to you. So, you don't get any details. I finally had enough and started spending time on LinkedIn and other social media tracking down the owner’s son, and Marlas Robrock. Marlas seems like she is trying to put out the fires however she is fighting a 3-story alarm with a garden hose.

My issues with family Leisure are the following:
1. You know that demand is higher than it has even been. You aren't staffed and you don't seem to care. Posting memes on your social media about Adel and not answering the phone is sad.

2. You are straight up lying to customers on install dates and playing games with them when they call you back. People are calling and asking questions because you are not being truthful and giving them delivery/install dates. I don't know if this is because you don't have stock, or you don't have labor but in both cases it isn't right.

3. You need to answer the phones and provide details. It is 2020, not 1990 and everyone has access to computers and scheduling software. This isn't rocket science.

4. The play on emotions is ridiculous. "i.e.. you will have this pool for 15-20 years, and you probably can't get one if you return it... blah blah blah. No one is buying a pool for the winter. We have a couple of months of use and then it is done. If you can't deliver tell people stop taking their money with false promises.

5. The game of you can find someone to install the pool yourself as we are so busy. If you are so busy go find these 3rd party installers and sub-contract them! I.e. these folks don't exist, and all pool companies will tell you they only install pools they sell.

The moral of the story is Family Leisure is doing a cash grab, they want the sales numbers and revenues, but they don't realize they are damaging their brand. The owner’s son left me a VM telling me in all but a threatening tone if you leave a review, we are done with you... I AM DONE WITH YOU, that is why I am reaching out to you. End of the day if you want to deal with them you will, however there are tons of options like American Sale, The Great Escape, etc... Make sure you don't get lied to and are in the same boat. I was able to send it all back and get a refund and I will no longer be buying anything form this firm. Family Leisure thinks this is a temporary setback however people read and research and if this helps you then we all are in a better spot.

I bought a new new home with a nasty pool family leisure made it's perfect again thanks again kinzi perrymen for your time an doing a job with pride I'd highly recommend you for other jobs

I bought 5 patio bar stools along with 2 chaise lounge chairs 8 regular chairs and 2 swivel chairs with cushions. Then went back and bought a fire pit. $8000. I have had them 2 years when the lounge chair cushions and 4 of the chair cushions started holding water so bad that they couldn’t even be picked up they were so heavy. They have a warranty against that. I called spoke with Vernon he said email him pictures so I did. He never got back with me ever. Fast forward to this year I contacted them again about the cushions plus the $2500 fir pit finish is completely gone. Spoke with Vernon again emailed all my pictures in April. He got back with me and said fire pit only has a 3 year warranty and the finish. This is a defect not something I’ve done. I have emailed him back and forth many times about the cushions. He keeps telling me he hasn’t heard from the company. It is now July and I still don’t have an answer. I don’t leave the cushions out all year either, they have mold all over them from staying so wet. Just go buy a cheaper set and replace them more often paying a high price doesn’t make it better. Sams would have just traded them out already.

I previously gave Family Leisure a 1 star review out of frustration and disappointment over the situation at hand and what felt like failed communications multiple times. After my review was posted I took the time to reach out to customer service representative Marlas Robrock and her and I were able to have several pleasant conversations over the frustrations I had, what Family Leisure was willing to do for me and what middle ground we could reach. Marlas was nothing but helpful, her and I have communicated a couple times since then and they have been nothing but pleasant conversations and we now have a completely open line of communication with one another. I reached out to her over an entirely different topic not related to my pool and she communicated in a timely fashion and was very professional with her reply. I will more than likely change this up to 5 stars once installation is complete. If anyone honestly feels like they're in the dark or were deceived by timeframes given to you by the sales team, reach out to Marlas and communicate with her before leaving a negative review. I removed my negative review after our conversations because I want people to know that a resolution can be reached that will be agreeable to both parties if you just take the time to contact Marlas and have a professional, adult conversation. I originally asked for 1 of 3 options to happen and Family Leisure was more than willing to allow any of the 3 to happen, it ultimately was up to what my husband and I wanted to do. She gave me the weekend to think it over and decide what our route was as opposed to making a decision on the spot. I am telling you all from experience, reach out. She will do her best to accommodate you.

We have had a overall great experience! We purchased a hot tub from family Leisure. The delivery team was very nice and made sure everything was good before they left. In the process of setting up the electrical for our hot tub we had a problem with the breaker wanting to flip. Josh came out and found the problem was in our breaker box. He advised us what needed to be done. Now everything is working great! Thanks to all who helped us at Family Leisure and to Josh for solving our problem!

We received our hot tub and they didn't send all the start up chemicals. Called and talked to Bob (manager) and he said he would send them Fed Ex and I would have them on Friday (June 19, 2020) and I still don't have them. I haven't even received a call back. Customer service is horrible with them.

I would give a negative score if I could. I pitched our pool on May 9, 2020 my daughters wedding is July 4th, here at our house! Here we are a week before and my sand is delivered all pre construction is Is complete and I can’t even get anyone to return my calls. I was given the date 3 weeks ago that the “last week of June” would be our install date. Mind you, we have now had the pool two full months with absolutely no communication from anyone. To say the least this is frustrating. There are much better places to purchase a pool, save the headache and go somewhere else, the management needs to do something to improve their process. This is NOT the way you treat customers. I get better service from a used car salesman.

Terrible customer service. Manager would not return any calls. I was given wrong parts for a pool I purchased many times. Uprights are different colors. Would not recommend this company.

WOW! Where do i start. The whole experience with family leisure has been a disaster. They are very misleading and very manipulative. My salesman Billy told me 2-3 weeks for install, the scheduler Amber told me 6-8 weeks for install. They would not give me a date until the pool was paid for. My date of install was the 16th of June with a "rain date" of the 19th of June. The 14th they called and said the install got pushed to the 19th. Keep in mind it had not "rained" a drop. During the buying process i was also told they would load the excess dirt into a roll off as long as it was close by and that all trash would be hauled off. So i rent a roll off and have it staged. Day of install, Lucas and his team show up and the first thing they do is question the roll off. i relayed to Lucas what i was told about the extra dirt and his reply was there is no way he would do that. They, meaning family leisure did not inform him about loading the extra dirt and he was not willing to help out. After shooting grade on the yard Lucas let me know that it would be an additional $450 for the dig and he would load the dirt for $900. See a pattern? All they were concerned about was money and not customer satisfaction. i told him to continue the install and there was no way i would pay 900 to move the dirt an additional 35 yards. When the install was getting close to finished, i asked about all the trash and boxes, Lucas said that was my responsibility and he "was not having that trash sit on his trailer for 3 days". Once again i was mislead. My daughter did a walk around and noticed some lose screws, the crew had already loaded up in the truck and was headed out. We let them know and they came back to fix the issue. They also did a walk around so i "assumed" when a professional does his walk around and says that we are good to go then we should have no issues right? Wrong! When i was cleaning up the next day i noticed that 3 of the top caps were cracked and appeared to be forced into place causing the cracks. As i was cleaning up the packaging boxes and their trash (water bottles, soda cans etc..) i saw a crushed Budweiser can. so at some point, someone was drinking while on my property working. This is unacceptable and very unprofessional. i have tried numerous times to get a hold of a someone from the store, i have even reached out to the store manager David Callahan, i still have not got a response back.

I am so very disappointed in Family Leisure!

I purchased a pool on May 9th including installation. Installation was estimated to complete in 4 weeks. Further, I was told they were running three crews who install two pools per day.

I completed all of the pre-installation requirements by May 25th.

I spoke with the scheduler on May 28th, June 1st and June 10th. On each of these occasions I was told I was “in the nest set of 10” installations.

On June 13th I submitted a formal complaint. I received a response, but no resolution was offered. At this time, the installation has not been scheduled or completed.

In short, unless There were fewer than 20 installs completed between May 28th and June 13th, the service was misrepresented at best; and purposefully manipulative at worst. As this is a rather costly luxury item, with a large “restocking fee” there is no excuse for poor service, installation or communication.

My fingers are crossed that I can come back and revise this review, soon!

*UPDATE* I have now had my pool installed and it is BEAUTIFUL! My installers were amazing and quick.

My summary, Marlas was delightful and understanding, the end product is impressive, however the install time was more than twice the estimate.

The pool shows up no filter when we call the manager was so rude! Sad in KC

Cody made purchasing our swimming pool a piece of cake. Great knowledge and customer service all around great to work with!

Family Leisure formerly known as Watson's, has always managed to have the pool products in stock and provide service above & beyond our expectations whether in the store or online. Their prices are competitive. They are our Go-To pool supplier!!!

Purchased my 24ft round salt water pool on April 24, 2020. Installers finally called me May 21, 2020, said i was scheduled for June 4, 2020. No Call, No Show. Called to speak to a manager June 5, 2020, he said they rescheduled it for June 12, 2020. I asked him why, he said it was due to weather. Never rained any where near my house. So here it is June 12, 2020, No Call No Show. And I paid for it in full. Now try to get a refund for the installation and find another pool installer. Suggestions to all, only pay partial for pool upfront until installed.