Galaxy Home Recreation — Attraction in Broken Arrow

I had the worst experience with my pool installation, and I'm still dealing with the aftermath of their poor performance. I haven't received any honest communication from anyone involved in the project—neither from sales, the director of operations, nor the installers—except for the regional manager, Mr. Joseph. He is the only person who has made an effort to address the issues, but it takes more than one person to resolve these problems. After paying in full, everything fell apart. They missed promised installation dates, and there was a color change for the liner that only occurred because they buy in bulk. They seemed unfamiliar with the specific parts needed for the project, and there were unforeseen costs that arose during installation. Additionally, I had to hire a plumber to fix a sewer line that was damaged during the excavation. I had to dig up the area where the gas line was located because their team was afraid of hitting it. Despite being on-site throughout the entire process, the director of operations called to explain the crew’s challenges, even though I have been involved in every aspect of this installation from the beginning. This felt very condescending.

While I cannot speak for the other locations, I do not recommend using the Tulsa location. Update: Week 2 A new subcontractor has been assigned to take over this project. The owner of the company came out personally and completed the dirt work on Sunday. He was very knowledgeable and professional, which is a refreshing change compared to my previous experiences with this project. On Monday morning, he sent out three young workers, but there was no lead person among them. They managed to get some of the installation done before I left to run errands. However, when I returned, I found that everything had been disassembled. I attempted to contact the subcontractor to find out what had happened while I was away, but he didn’t answer my calls. On Tuesday, there was no one present, but one of the workers mentioned that they planned to return today and finish the job by Wednesday. Now, it is raining, and the hole dug for the pool is filling with water. If they intend to come back on Wednesday, I will need someone to bring a sump pump to manage the water. I reached out to the installation manager, Matt, but he did not answer my call. I also texted the regional manager, Mr. Joseph, but have not received a response from him either but I'm sure he will reach out at his earliest convenience. 3rd Week Update

We received a little rain, and Galaxy provided a sump pump. The subcontractor texted me to request an additional day to dry out, which I agreed to. However, I informed him that his team needed to move the panels out of the dig area to ensure the ground would be dry for them the following day. He agreed and said his team would come by first thing in the morning to move them. I shared this conversation with Matt, the installation manager, and he also agreed.

Unfortunately, the following morning, the team did not show up. I reached out to Matt, who said he would look into it. A few hours later, without any update, I decided to contact the subcontractor directly. He was unaware that his team hadn’t arrived and promised to find out why. It was later revealed that Matt had directed them to go to Nowata instead, as they had been waiting three months for their above-ground pool. Wow!!

The team finally arrived the next day, and it was dry enough to move the panels out, as that was the only wet area remaining. Had they moved the panels when I initially requested, the installation would likely have been completed by now. I am now ready to request my full refund. A team member spoke to Matt and informed him that I wanted everything removed and would be seeking a refund. After their conversation, I received a message stating, “If you sign a waiver releasing Galaxy from any liability for sinking or craftsmanship, we can go ahead and install it.” It’s unbelievable! I forwarded this information to Mr. Joseph last week, and he has not...

We purchased a patio set from Galaxy. It will be our last purchase there. You all need to train your young staff in customer service and sales. My husband and I purchased theatre chairs from you. For the most part that purchase went fine. Although little enthusiasm and effort was made to assist us and if we hadn't already known what we wanted going in, would not have purchased. Our patio furniture experience was horrible. First I did not want the coffee table and end tables that could be purchased separately but matched the set because I wanted bigger tables (your sales guys should of jumped on that, more money for the company, more money for them) but since I did not want the small tables they made no effort to help me find what I did want even after I tried to explain. A lost sale for your company. Also at time of purchase they never asked me if I wanted to purchase furniture covers, no attempt to up-sale (that's salesmanship 101). I did want covers. I came back later to purchase them, paid for them and was told they had them in town at the warehouse and we could pick them up on Wed. that week in store. We came back on Wed. to find out they were not there and the salesman tried to push a cheaper mixed match set of covers on my husband. He told them he'd rather wait for what we ordered. We were again told to come back the following Wed. We came back on the following Friday to give extra days only to find out again they still were not in. We were told the salesman thought we were picking up at the warehouse (a bold face lie as we were requesting in store pick-up and that NEVER changed!). We were told yet again to come back the next Wed. (third time now). So I ask, "when I come in next Wed. you will have it?" the kid tells me while he is laughing, I had better call first. My thought then was... if I would have driven out to your warehouse you have it but if I take delivery here in store you don't? Confusing, but ok. I call on the following Wed. to inquire if they are in and I can here the man who answered the phone yelling to another worker, "Hey it's the lady you know... who wants the covers. Are we going to have those for her?" followed by audible laughter by both men. Then he says to me that it's going to be two more weeks. After this exchange I had every reason to believe they were not coming at all. We were getting the run around. My husband and I came in store 3 days later for a refund and they were very rude to us during that transaction. Now an uneducated person would think, "Oh no big deal! It was a $200 dollar purchase." A business owner like myself is thinking that is the loss of future revenue that keeps my business going strong. Truly, unbeknownst to your sales person we are getting ready to outfit a theatre room at our business with 12 theatre chairs and were interested in a swim spa for our house. We will be taking that business elsewhere. In addition when friends ask, I will be sure to share my unpleasant experience. Having to wait due to covid would not have been a big deal to me. Making me come back once a week to be treated poorly and made fun of is quite another. Whenever I come in the store I see your staff lounging around in your store barely making an effort to assist people. Your company is throwing money away on rude employees who will run you out of business. During this whole ordeal not one courtesy call. Thought someone ought to know whats going...

BUYERS BEWARE!!! I ordered an above ground pool from a so called sales person ( real sales people give customer service and communicate to customers) at Galaxy from a Facebook ad stating they had pools to order, on 6/9/2020. I paid for the entire amount up front.The invoice stated the pool would be available for pickup on 6/30/2020. When 6/30 arrived I had still not received any communications from Galaxy or the order taker who took my money. I called the order taker and left a message on 6/30. He did not return my call. I ended up calling the Galaxy BA store and talked to a lady who said she was the customer service rep for the company. She said she would call the order taker and have him call me back. He called me back and said the shipment of pools was coming from Canada and he would find out something out in a meeting the next day. He did not call me back or text me, I ended up texting him again 2 days later and he texted me back that he found out in a meeting that the pools would arrive from Canada no later than 7/14/2020.Guess what? When 7/14/2020 arrived i did not get any communications from the company or the order taker so i called the BA store again and talked to the same lady I had talked to on 6/30 and I told her I have not heard anything from the order taker or the company and I would like to speak to the corporate office and a customer service person. i told her I did not want to speak to the person who took my order because he did not communicate back. She told me she was the customer service rep for the company and she would check with the DC manager and get back with me. Guess what??? She did not call me back either. I am out over $5000.00 and I have no pool and no communications from anyone in the company about when the pool will arrive or if it will arrive at all!!! I ended up calling a small pool company in the Tulsa area and they called me back in 2 hrs and had located the actual above ground pool I originally wanted instead of trying to settle with the pool Galaxy said "was the only one left". The small pool company also was able to get it installed in 2 weeks. Galaxy told me the installers were completely booked up thru the summer. I just retired as a leader from a global technology company that was widely known as the best customer satisfaction company in the industry. I have no doubt that after this experience with Galaxy Recreation that Galaxy has to be the worst company in this industry. I have never worked with such incompetent employees of this company!!! PS i called the Galaxy store in BA to cancel my order and the person i talked to said he would have the store manager call me back to approve the cancellation. Guess what??? He never called me back either. I ended up calling him later that day and...