IntheswimReviews 

Great Company!

ZERO STARS IF I COULD. I wish I would have researched this company before I made a thousand dollar purchase. The WORST customer service I have ever experienced. Purchased our above ground pool kit May 4th, knowing this was back ordered due to Covid. Site stated 2-4week back order. After 2 weeks I received an email stating this was shipped. It was not. What arrived was the “Free gift” with purchase. 4 weeks past and I contacted them again. Was told another 2 weeks. 2 weeks after that.. well you get the point, still no pool. I finally contacted them today 7/23 and was told they cancelled my order. No email or phone call stating they cancelled. No information what so ever! I NEVER RECEIVED A REFUND after they cancelled my order. Now I have a paypal dispute. We went all summer waiting for a pool that was NEVER going to come, With not one update from this company. No idea how they can still be in business.

Have been dealing with a order that was cancelled almost 2 months ago. Have called numerous times leaving messages regarding a $217.00 REFUND! no one has ever called me back, i get passed around from one customer service rep to another! I'm EXTREMELY angry! I will never order from them again and well be sure to tell all my friends and neighbors about the poor customer service!!! Ordered steps for my above ground pool that cost $1050.00, almost two weeks later still no ladder. Called and spoke with customer service rep and was told they have not shipped yet and she could not give me a estimated ship date. I asked to cancel the order. She told me I could cancel the order. Was never told anything about being charged any fees. Several days latter received a call from a shipping company to schedule delivery. I informed them that order was cancelled before it ever shipped. It then took almost 6 weeks after initial order to get a refund, only to be shorted $217.00. I immediately called to address the issue and still have gotten NO response from management!!!

Cannot always get products in a decent amount of time and when it gets damaged or lost they will not rush shipping. Poor customer care go to local pool company better service

Should've read the reviews here first. I ordered a $3k slide which I was told would ship in 7-10 business days. 5 weeks later still hadn't shipped. I called 3 times and was told they would call me back with an update. I finally called the manufacturer like intheswim should've done for me and was told it would be at least 40 days until shipped. Then I called intheswim to cancel and was told it would be 2 weeks to get a refund even though they've had my money for 6 weeks already!. NEVER will I buy from here again!

Great chemicals but beware of the Handling fee (10.99 is ridiculous for over $100) that shows up in the cart. Amazon is same price or better without the handling fee.

purchased a float for my wife from this place from the walmart site. after the 3rd use it came apart spilling all the beads in the pool. Contacted them thru the walmart site and was offered a refund or replacement. I chose a replacement. This was over a month ago and they will not respond. I have no refund or replacement. This place is a joke. Do not buy from here unless you want garbage.

Liars....rude...disrespectful...33 days for my refund for pool steps that, I was told, were in stock---clearly so they could just get my money. After I paid. 5 days later--no track info--I called, and now im told steps are on BACKORDER....... HERES HOW THEY WORK:
U CALL, A REP PUTS U ON HOLD TO SPEAK TO A "SUPERVISOR "...25 MINS WILL GO BY, AND IF U HAVENT HUNG UP YET, THEY COME BACK AND THEY PROMISE U YOUR ITEM WILL "ARRIVE ON FRIDAY"....more lies. Friday arrival for an item that still listed backorder on weds????
This is easily the worst company and biggest bunch of thieves and liars ive EVER SEEN.
DO NOT DO BUSINESS WITH THIS TRASH.

Wish there was a zero star rating. I have had two of the same products show up at my door and begging for them to return the first product as it was missing several parts, and the new one showed up (box was ripped, dented, opened, parts not just thrown into the box) and the customer service representative said to me "I thought you would at least be happy that it came." And of course...it's missing parts again. I have been requesting a refund, no one is answering or messaging. My saga has been going on since June. I do not know how this company is still in business. Please do not buy anything from them/

Too bad there is no Zero Star

I am not sure what is worse: me being the biggest fool for using this company again or the fact that In The Swim has the most horrible customer service I’ve ever seen.

I’ve been using in the swim for over a decade. In the beginning, fabulous customer service, great prices, and an excellent inventory. Over the years, they keep deteriorating the point that I wonder why I even use them. Two years ago, they messed up my order terribly, but they tried to make it right, so I continue to deal with the mediocre service.

This time I ordered a pool pump valve, after three weeks of hearing nothing I went to the chat and was told I would get an email within 24 to 48 hours on his status. Four days went by, and absolutely nothing. Today I went back to their Customer Service Chat to cancel the order, but could not because they disconnected my chat without even attempting to resolve it. My original order is now missing, as if it was never there, from my Order History. In case you think I was being rude in my chat, see the accompanying picture.

Their pathetic customer service has been a common theme for the past years, but this is an all-time low. They don’t report any shipping time of the item or if it’s back-ordered. You just left wondering when and if your order is going to delivered, at least twice in the past I was never delivered and no communication. You contact them to find out an update only by being told they have no information or will be getting back to you, which they never do. Found a new company Wild West pool supply, not only do if they have the item in stock and listed such on their website, they even give you estimated arrival date, I have never gotten that with In The Swim. Today was my last attempt to ever using In The Swim. Save your troubles and find a different company. Look at their declining ratings; they do not care about their customers.

Ordered a solar cover for my pool around 10p. Called the next morning to cancel because i was able to get one at my local pool store...and for cheaper. Nice lady said cancel went through. Two days later item arrived, i called again and said my item is canceled i dont want to be charged. They said they declined my cancellation because it already went through the warehouse processing. They told me i could return the 4ft tall box at my expense plus a 20% restocking fee. Never again

We ordered a pool slide, with a stated delivery time of 7-10 business days. Credit card was charged up front, but no slide arrived. Called customer service to ask for status - they told me it was back ordered with no estimated arrival date and said 'this is a high demand product'. No kidding, it's summer! Plan for it! No initiative to call / let us know and discuss options. Meanwhile they're holding our cash. We will not be back.

Made my order and received it on time, however my order was wrong and some items damaged, contacted customer service and was told to send pictures and they would tell me how to return and get replacements, a month goes by and i didn't hear anything, so i contacted customer service again, was told the same thing, so i sent more pictures with a different agent, still haven't heard anything from them, sent an email and was told that it was sent to a manager, still haven't heard anything, this has been going on for 3 months now so i guess im stuck with damage merchandise and items that i didn't order, will NEVER recommend InTheSwim to anyone

Could not have said it better myself. Taken from another review...same experience.

BEWARE- save your money do not do…
BEWARE- save your money do not do business with this unprofessional , fraudulent company. The worst customer service EVER, borderline criminal what you are doing with peoples money. Please explain how this is acceptable business practice. You will never get your product or a refund on something you will never receive. Call your bank immediately and have them help you...DO NOT SPEND YOUR MONEY HERE. CUSTOMER SERVICE IS A TOTAL JOKE- uneducated staff, no skills to do anything else in the work world. File a complaint with the BBB, just read those postings and see how the company responds. Who is responding from in the swim on these, they should be embarrassed and ashamed how they treat real hard working people in our society. Criminal behavior at the least.

BEWARE- save your money do not do business with this unprofessional , fraudulent company. The worst customer service EVER, borderline criminal what you are doing with peoples money. Please explain how this is acceptable business practice. You will never get your product or a refund on something you will never receive. Call your bank immediately and have them help you...DO NOT SPEND YOUR MONEY HERE. CUSTOMER SERVICE IS A TOTAL JOKE- uneducated staff, no skills to do anything else in the work world. File a complaint with the BBB, just read those postings and see how the company responds. Who is responding from in the swim on these, they should be embarrassed and ashamed how they treat real hard working people in our society. Criminal behavior at the least.

Please allow us to give a 'no-star' rating, as IN THE SWIM definitely deserves it!
I ordered an item, and then about 5 hours later tried to cancel it (it turned out I didn't need it).....the order had not been shipped OR EVEN FILLED at this point.
The 'chat person' told me that they would 'TRY' to cancel the order but couldn't guarantee it, which means that I would be responsible for the original shipping and handling, as well as the shipping back to them.
WHAT THE FREAK, give me a break. Any reputable business would easily have been able to fill my request.....obviously In The Swim falls into the 'other' category.
I immediately called my CC company and asked for the charges to be held/canceled, explaining the situation. Thankfully they agreed so I'll not be out any funds.
DO YOURSELF A FAVOR...NO MATTER HOW GOOD THEIR PRICING IS DON'T BE FOOLED...IN THE SWIM IS NOT TO BE TRUSTED!

Horrible customer service! I purchased a product form them on Amazon (pool vacuum) it got clogged the first time I used it as it is too small to pick up leaves. They refused to return it as it was "used" How exactly would I find out that it was garbage without using it once??

In the Swim are running a scam, if you purchase something from them, you better love it because if you don't, your stuck with it.

Buyer Beware!

Ordered replacement part for pool heater on 5/16. Called on 6/10.Called again on 6/15, told to expect an email with the shipping information, I had to call them again on 6/18 because there wasn't an email. When order was placed, it said that the part was in stock. On the 18th I was told (after being on hold for more than an hour) that they had to order it from another vendor. My reply was, why didn't you contact us? And how can you say something is in stock when it's not...We should have ordered from Amazon, at least we would know when it shipped, if it was back ordered or the vendor didn't have the part. It is now 6/23 and nothing!!! DO NOT DO BUSINESS WITH THIS COMPANY!!!!

1 star is the lowest option.

The worst customer service EVER, borderline criminal what you are doing with peoples money. Please explain how this is acceptable business practice.

June 7th ordered placed. Told 2-4 business days for delivery.
June 9th money taken from bank account.
June 12th call placed to you inquiring where sand filter is as it is past 2-4 business days for delivery as stated. Was told order was being pulled and to expect tracking info within 24 hours.
June 15th call placed to you after receiving email that sand filter is on back order for approximately 8 weeks. I cancelled order and told 3-5 business days for money to be in my bank account.
June 22nd yet another call placed to you inquiring where my refund is. Was told the order has never been cancelled and refund has yet to be processed. I asked to speak to a supervisor and she said due to the high number of cancellations the customer service center is back logged. People are calling because you’re taking their money without shipping a product and they want a refund.

I have NEVER in my 42 years experienced customer service this horrible, this dishonest or this fraudulent. I have serious concerns about your “business practices” and the way you treat customers. I will alert everyone I know not to use your company and the horrible experience I had as well as seriously consideration to filing a complaint with the Better Business Bureau.

I think I’m just totally fed up with intheswim. I’m tired of the BS coupons and they they charge a 10 handling fee. I’ll look in Walmart for the products.