IntheswimReviews 

Purchased a Solar cover. Arrived shipped in a clear plastic bag and damaged. Have been trying to get this resolved for several days now. With the lack of customer support from the people I have spoke with I will no longer be purchasing from In The Swim. I would definitely recommend anyone considering purchasing from them to reconsider before doing so.

Never will order anything from this company again. The end of August had to buy a filter and pump. Spent over 500.00 . Used it for like 3 weeks before we closed pool up. Opened pool up this year pump worked for 2 weeks and stopped working . Called them for 3 weeks straight, never could help me kept saying had to call Hayward. They said they updated there system and nothing was saved. So I don't have proof when I bought it. Customer service is horrible half of them you can't understand. On phone for over hour. Still nothing resolved.

I've had the same experience as most people here. I've been on the phone 20 minutes at a time for the last 4 days talking to some offshore call center. For two items that should have been $225, I was charged over $350. Nothing has shipped, but I was lied to about when it would ship, finally talked to a supervisor who admits they don't know when it might ship. And no, we can't refund the overcharge until after the item ships. It's a complete scam. Every day I get a lower number for the order total, but the bottom line is I've been overcharged, lied to, and I have nothing. Will probably need to dispute the cahrges and file a complaint with the FTC. And yes, this used to be a good company that we dealt with for over 10 years with no problem. Now, just an off shore scam.

Terrible Company. I ordered chlorine from them on April 30th and got a shipping notification the same day. The item was listed as in-stock when I ordered it. On May 10th, tracking was only showing label created, not ever in transit. I called In The Swim. Call center clearly has limited capabilities/understanding and don't speak good English. They checked with Fedex and confirmed that Fedex did not have the order. They told me the product was no longer in-stock so they would cancel my order and issue a refund. I later received a credit $10.59 less than I was originally charged. I called back and was told that since the order was shipped and I returned it, they would not refund shipping. I spent 30 minutes arguing with the person on the phone that I did not return or cancel the order on my end. Eventually they claim to be issuing a credit for "$9.99", then "$10", then "$10.59." Will wait to see. I will never order from them again!

Call center took 20 minutes to order one item! It was terrible, the person doesn’t understand English. I kindly told him that I couldn’t keep repeating my address and hung up at 20 minutes. I will never order from them again and will go to my local store. What a shame.

05/18/2021 - I am updating my review because even after 2 phone calls to Intheswim customer service, where I was assured both times that a refund was being issued, out of nowhere four boxes full of chlorine showed up at my doorstep.

Original review below for reference:
Ordered 96 1LB bags of pool shock. Money was taken from my account, order was marked as processed and fulfilled on intheswim website. A week later, no tracking information beyond "label created". Long story short: they don't have the product to ship, they still took the money from my account and never shipped anything. FRAUD.

Have been a customer for 18 years with no issues. Since last fall, this company has gotten incredibly bad. Phillipine call center is less than helpful.

I used to buy all of my supplies from In the Swim but now they have been bought out by Leslie's pool and all customer service like everything else is reading off cue cards from the Philippines. They know NOTHING about pools and every time I ask to speak to the states they send me into a cue that eventually hangs up. Horrible company now. Won't do business with them again.

Been with this company for years, when I looked at the catalog to order my supplies ,then went online and the online prices were higher then catalog, asked for the catalog price, they wanted me to take a picture of such ,send it in and if it was approved would get the lower of the two. Asked the customer service person from overseas why they just couldn't look at the catalog they told me that was a separate entity seems this comes very close to false advertising

the only reason I gave them 1 star is because I could not proceed without clicking on 1 star. When I placed the ordered It was advertised that orders over $100 had free shipping, I was charged shipping. I was told delivery would be within a week. after 3 weeks I was told delivery will be in 6 weeks. Customer service is outsourced to a foreign country. so good luck trying to understand their broken english

I was a loyal customer of intheswim.com since 2007. They were always cheaper than the local pool stores, offered regular discounts to regular customers and I always bought my pool chemicals from them. You might as well not bother trying any discount code. I regularly get emails & flyers in the mail advertising percent off discounts. However, every time I have tried recently the codes never apply to chemicals. They also never specifically never list discount exclusions on emails, printed mail, or online. It simply states "*discount does not apply on selected objects" pretty vague so of course it never applies to any chemical. I can now buy cheaper locally even with taxes.

"Don't buy from this company. We used to love this company, but something has changed since last year. Now, they charge you twice, so pay attention. Customer service has no idea what they are doing. They are using people overseas to answer their phone. They never email you with a confirmation of your receipt, shipping takes a lot longer. We won't use this company anymore!"

I bought a 16 mil solar cover from In the Swim for $175 for my lap pool, and about 8 months later I mailed them pictures of the failed solar cover, as requested when I called. They said they'd reply in 48, then 72 hours. A week and a half later I called In the Swim to find they had denied my request, but never called me back. They would sell me another new cover with 15% discount. They don't stand behind warranties! Look elsewhere!

DO NOT BUY ANYTHING FROM THIS COMPANY!!!
returned a $800.00 pool filter to them in June 2020 that was shipped to me past cancel date. I had FEDEX proof of delivery. they denied that it was returned. had to fight with them and amazon for 6 MONTHS to get my money back. the worst customer service staff on the planet.

Don't waste your money on their 16mil Solar cover with its year Warranty. Bubbles falling off within a year but specifically excluded from the Warranty.

Ordered two pool covers in September; one was a floating cover for safety of my small dog and the other was a mesh cover that lets water through but catches leaves. I never even got an order confirmation from them but received my order timely. However, it was missing the water bags that were supposed to come with the mesh cover. I called and spoke with Customer Service who researched my order, apologized for the mistake and told me that I would receive the water bags in about a week. They never came. Extremely disappointed, I contacted them again in mid November (after having to close my pool without the bags using ropes to tie the mesh cover down) and this time was totally lied to. The agent told me that he could not find my order, which I could not anymore either, and then after I sent him a photo of my shipping label off the box suddenly decided that the cover I ordered did NOT come with the water bags even though another agent had previously told me that it was a mistake and they would be sent. Evidently, someone was lying and I do know what I ordered. I did hours of research about what I wanted before I ordered. TOTALLY FEEL RIPPED OFF!!

I am very disappointed. I was thrown under the bus this summer by a multi state liner company called galaxy pool out of NJ. I combed the internet to find a company that would sell a liner to me as a homeowner. ( I installed the previous one btw 15 yrs ago. ) in the beginning , the sales rep , Amy , delt with me patiently and knowledgeably. But that went down hill after my cc secured 700.00 . Next , I get emails from someone else with in the swim asking for pictures that the manufacturer wants. I’m at the 11th hour at being able to install a liner and avoiding the pool collapsing in the winter frost which I tried to convey It is shrink wrapped ,heated and pumped as the water table is rising as well. The company and /or the manufacturer has the measurements but seems to be looking for excuses not to making the liner to the size specified. I’m just the homeowner here, the customer and I’m tired of getting banged out by these pool companies. And I really don’t appreciate the attitude over the phone from someone who says they have been selling liners for 9 years. Well, I’ve been in construction for 30 , I know what good service is and I’m not getting it. My advice , keep going if you are looking for a pool liner or anything else for that matter.

DON'T BUY ANYTHING HERE. Their Customer Service stinks. I should have looked for these ratings before I tried to purchase some simple pool items. There are better options online and in stores.

I purchased a pool cover that was missing grommets. At first I used the chat line for assistance but he was no help at all. I then emailed In The Swim and was directed to contact the warranty dept. Without any stress, I was told the cover was in the mail. it was delivered in 2 days. I was totally impressed. I would recommend this company.

I feel like I just got PUNKED!!! ONLY THE BASE WAS DELIVERED.!!!!!!!!!!!

Purchase Date: OCT 12/20. Delivered OCT/16/20

The customer is always right, right?

This is what I did when I only received the base:
1. Before writing a review on walmart.com I called In the Swim customer service OCT 17 @7am
Was on the phone for an hour trying to resolve, after an hr the rep still couldn't find my purchase order in the system, she was supposedly getting help from her supervisor. The call got disconnected, I never got a callback, though I made sure to give my # initially

2. Called them back, the rep found my order about 5 minutes into the convo, it took an hour for the 1t rep to find NOTHING. She offered me a refund. I then informed her that I will be writing a review and contacting Walmart, she fwd me to her supervisor. She told me that they don't even have the shower or any solar showers, that I can only get a refund.
I guess the customer is wrong even if I have the electronic pics, barcode, order #, date, price, confirmation, tracking #