I wanted to share my experience with saltcellsupply.com to allow people to judge for themselves if they should enter into business with this company.
Abbreviated Timeline:
May 2023 - The cells of my Jacuzzi SWG started to fail, and finding a replacement was difficult at best. I came across saltcellsupply.com, and in a helpful email exchange with them, they recommended that their salt cell replacement would function well. I decided to buy the generic replacement because it was based by a generous 5-year warranty. I installed the cell, and it worked great.
March 2025 - The replacement cell began to fail in the same way that the old one did. I verified the salt ppm and cleaned the cell, but it continued to display a low salt error.
I reached out reached out to the company using their online form explaining the situation.
Two days passed with no answer.
I reached out again via the online form.
Two days passed with no answer.
I looked up the two-year-old email thread, and I replied to that email explaining the situation.
Two days passed with no answer.
I found an email on their website, and I emailed them with that address.
Two days passed with no answer.
I used one of my different email accounts and emailed their listed address asking a question about the differences between the performance of the generic and OEM cells.
I received a reply within 40 minutes. (I sent the email about 10 pm in the Mountain Time Zone.)
I replied to that email with my cell situation.
Two days passed with no answer.
I emailed them back expressing my displeasure and explained that I will have to share this experience.
Two days passed with no answer.
I tried another online form on their website.
It has been a couple of weeks, and I still have not had any contact from the company about my inquiries into their warranty.
I can't see how this does not illustrate poor communication at best and deceptive business practices at worst. Has anyone else experienced something similar with this company? Or, have people had luck in receiving any level of customer service? If so, what is the secret?
At this point, given the seemingly lack of availability of replacement cells for my system, I am looking to replacing the whole SWG.
Abbreviated Timeline:
May 2023 - The cells of my Jacuzzi SWG started to fail, and finding a replacement was difficult at best. I came across saltcellsupply.com, and in a helpful email exchange with them, they recommended that their salt cell replacement would function well. I decided to buy the generic replacement because it was based by a generous 5-year warranty. I installed the cell, and it worked great.
March 2025 - The replacement cell began to fail in the same way that the old one did. I verified the salt ppm and cleaned the cell, but it continued to display a low salt error.
I reached out reached out to the company using their online form explaining the situation.
Two days passed with no answer.
I reached out again via the online form.
Two days passed with no answer.
I looked up the two-year-old email thread, and I replied to that email explaining the situation.
Two days passed with no answer.
I found an email on their website, and I emailed them with that address.
Two days passed with no answer.
I used one of my different email accounts and emailed their listed address asking a question about the differences between the performance of the generic and OEM cells.
I received a reply within 40 minutes. (I sent the email about 10 pm in the Mountain Time Zone.)
I replied to that email with my cell situation.
Two days passed with no answer.
I emailed them back expressing my displeasure and explained that I will have to share this experience.
Two days passed with no answer.
I tried another online form on their website.
It has been a couple of weeks, and I still have not had any contact from the company about my inquiries into their warranty.
I can't see how this does not illustrate poor communication at best and deceptive business practices at worst. Has anyone else experienced something similar with this company? Or, have people had luck in receiving any level of customer service? If so, what is the secret?
At this point, given the seemingly lack of availability of replacement cells for my system, I am looking to replacing the whole SWG.
