A couple of months ago we walked in to inquire about a pool and after walking around the entire store not one person greeted us or came up to us to offer assistance. We heard about their Labor day sale and decided to give them a second chance. We were instantly pleased with how friendly and helpful the staff were. We decided to purchase a pool and take an offer we couldn't pass up. We were promised that the pool installation would be done in a week due to low demand of pool installs since it was nearing the end of the season. We were excited and extremely pleased on how efficient it would be. Today 9/6/18 we were suppose to have the pool installed, but to our disappointment it did not happen. Michelle called me yesterday one time and left a message that the installation company was going to have to postpone installations due to the weather. Due to my job, I was not able to listen to the voicemail until late yesterday evening. I was confused as to why I was contacted only one time and my husband was never contacted since he was listed as the primary number. I received another call this morning at 8:45am that I again missed due to my job responsibilities and my husband called Michelle when the store opened at 10am. Michelle informed him that due to the rain in San Antonio the installation company had to postpone the installation of our pool today and that since she did not hear from us yesterday she cancelled the installation with their company. My husband informed her that since we live on the outskirts of San Antonio that we were not affected by the rain and that when the sand was delivered yesterday via dump truck the ground wasn't soft enough to where they did any damage. Michelle stated that even with 1/4 inch of rain the ground would not be ideal for excavation. He reiterated that the ground was still hard and not moist in the slightest and asked if she could contact them to reinstate the installation for today. She said she would call them and call him back in 30 minutes. 30 minutes went by and he called her back because she still did not reach out to him. She said she still had not heard back and would need to call them directly. I'm not sure why she didn't do that in the first place, but that's a question we will never know the answer to. She told him to give her another 15-20minutes and she would call him back. 30 minutes or so went by and she still did not call him back so he called her. She stated that the installation company had already scheduled other installs for today that were installs they were behind on from other dates and would not be able to fit us in today.She stated that they could come on Saturday, but my husband informed her that Saturday has a high chance of rain even in our area so it would be rescheduled again. She stated if not Saturday then they could come on Tuesday. My husband again stated there was another high chance of rain so that wouldn't work either. Since it seemed that we would now be having the pool get installed either later next week or the week after next, my husband asked to speak to a manager which Michelle told him they were busy. She stated they would have to call him back later. He told her that he would call her back in 15-20minutes if that did not happen to which she replied, "Well let me see if they are available. I just didn't want you to be on hold for awhile." After being put on hold, Michelle picks the phone back up and tries to handle the situation still to which my husband stopped her and asked for a manager again. She stated that they were busy. My husband stated that he would like to speak to manager and not her. She finally got Austin the general manager to speak to him. After he explained the entire situation to Austin, Austin tried to appease him by offering $200 in store credit for the inconvenience. My husband told him that he is fixing to return the entire pool instead. Austin stated that if he did that then he would not charge us a restocking fee.After my husband and I discussed this, I decided to call and try to speak with Austin, but I was unsuccessful since he was with a customer. I asked if I could speak to another manager but I was informed that he was also busy. The girl who answered the phone asked if she could take a message and have them call me back, but I told her that my husband was fixing to leave work and be on his way to return the pool in about 30 minutes if I didn't talk to a manager now. She said, " Oh okay hold on." I spoke to Albert and informed him of the situation. I told him that I was trying to save the sale so we could keep the purchase but that with all of the various service failures they were making it difficult. I told him that $200 in store credit was like giving me $5 after a purchasing a $5,000 pool and that if they wanted to keep a sale then they needed to offer other things. He agreed and stated he was not able to offer anything that only Austin could and Austin could call me back when he was done with a customer. I asked Albert if he could tell me what primary number was listed on our account and he stated the number which was my husband's. It is beyond me why Michelle only contacted me once and never him when he was the primary contact. She claims on my voicemail that she sent an email as well to me, but I did not receive that. My husband had to rent a uhaul to bring the pool supplies back because we did not have anyone available last minute to take the pool contents back. He informed Austin he would be at the store in about 10 minutes to return the pool. Austin informed us that as long as the contents were not damaged and we had the invoices then we would be refunded. When my husband arrived, Austin had already left for the day. He couldn't even apologize in person for the mishap and left knowing my husband was 10 minutes away. With Michelle canceling our pool installation with only attempting to contact us 1 time,her unprofessional work ethic with trying to handle the situation and not calling my husband back,to her continuing to attempt to try to resolve the situation herself still despite my husband asking for the manager, to Austin not being able to call me back or meet my husband in person the business doesn't have a chance to remain in business with how poor the customer service is.