IntheswimReviews 

Ordered a 2300.00 pool heater on May 26. Heard nothing for over a week. Called and was told waiting to be picked up by Fedex in Conn. I questioned that big an item not coming by freight. Wife called week later and told order was reordered by different company on June 3rd and would be contacted by freight company. I said other employee said it would come fedex which she laughed about. So today June 16 get email that order was cancelled since they are not expecting anymore. So now we are 3 weeks behind to order from somewhere else. And I saw they are listing the same heater on eBay! Customer service terrible. Will never order anything else from them.

Worst customer service. I received a defected pool float. I talked to 2 people from the company and told me to send pictures to this email alewis @ intheswim.com. They said they would get back to me. I never heard from them.

I ordered the pool opening kit and a 12-pk as well - have gone through 12 packs trying to get my pool right over the last two weeks - when pool guy first added shock from the pool opening kit, it immediately created a cloudy chemical reaction. He took two packs to try it in another client's pool - same thing occurred today - he sent me a photo....I WILL NEVER BUY THIS BRAND OF SHOCK AGAIN - VERY DISAPPOINTED.

I would give them 0 stars if possible. Return/cancellation policy is terrible!! I found out 7 days after placing solar pool cover order that it was out of stock, so requested cancellation and ordered another. Did they not know this was out of stock when I ordered it? It has now been 4 days and they still say it is a "request" to cancel, not guaranteed. All the customer service reps put you on hold to "check with my supervisor" every step of the way, and say a supervisor is not available to take my call. I have called and emailed several times and have not received an answer. Now they need to check the warehouse because if they have it they will send it out. Then I would need to pay a 20% restocking fee to return it, plus return shipping. I ended up disputing the transaction with my credit card company. I agree....DO NOT DO BUSINESS WITH THIS COMPANY!!!

Similar experience to others on this board. I ordered multiple items and received about half of them. I was never notified that several of the items were on backorder and would have never found out until I contacted them. When I asked for a refund for the items I never received, they said they would 'try' but could not guarantee it. Seems fraudulent to me.

Worst company in the industry, they don’t answer the phone, they don’t return phone calls don’t help you with your issues, won’t Refund your money if they don’t have a product that claim they have very very poor customer service highly recommend to stay away from this company

Horrible service, their website is misleading and inaccurate. Management sucks and refuses to speak with clients when situations escalate. Will NEVER work with or order from again.

Misleading website. Needed to return something, told we have to pay for a return on a product that clearly was depicted one way in the photo, and was completely different. Will never, EVER order from them again.

Honestly, if I could give NO stars I would. This has been the absolute worst experience I have ever had. I placed an order and was told everything was in stock. Miraculously once my card was charged, NOTHING was in stock, and was told 6 weeks before anything would come. I have now been trying for almost 2 weeks to get my refund. I have been hung up on multiple times, and told a different story EVERY TIME I HAVE CALLED! I have asked to speak with a manager three times now, and denied two of those three times. This third time, I was told she wasn't taking calls and I would have to leave a voicemail. So now, we will see if they call back. If I ever get my money back, I will NEVER purchase or deal with them again. Take my advice, saving a couple hundred bucks is NOT worth using this company.

We have been ordering supplies from this company and when we had a problem with the pool heater they can't locate our order because they are telling us that the order number that we give them is not correct! Weird, right? We can't make up the order numbers! It is what they give us. I offered to email them the invoice that contains the order number, customer name, and all the information but they refused. I even offered to send them the credit card statement that shows that we paid for it. Again, they refused. They don't want to deal with a problem! Erica (or maybe Erika) provided a very bad customer service. She hang up on me two times. Very rude! She was not willing to find a solution. She would not even connect me with a supervisor/manager. Awful experience. The order number is the order number that they sent in the package. I'm wondering why can't they locate an order with an order number? They take the money and they want you to forget about it. Will never buy anything from they for sure. They are just horrible.

Awful company - sent wrong solar cover 2 weeks ago shipped back the wrong cover.. still waiting over 3 weeks no email nothing. When you call they play dumb - I hope so because nobody can be that stupid never will I order from this company again

Terrible! Have called four times with almost the same response or beat around the bush answer. We ordered an item that said available! 3 days later it still didn’t ship nor did it have a tracking number. Called to inquire and they said it’s back ordered an don’t know when it will be available! I ask for a cancellation, they said it’s a request. Have send two of them in and no luck. After 4 phone calls and requesting to speak to the manager they said they will send a return label with in 48hours.... it’s only been 2.5 weeks at this point.! If this is not resolved I’m emailing the better business bureau.

Sent me the wrong pool ladder, They said they wouldn't send the right one until they received the old one back, never sent me the shipping label to send back. Stay clear of this company!!!

Customer service is the worst I have ever had to deal with. They say they'll do something but they don't. Don't try to return something, it's a nightmare. If it's in stock and told it will ship right away, give it an extra 2 weeks. Go somewhere else for pool supplies.

Purchased a ladder that arrived to us like it was kicked to us from Chicago. Box was comprised and missing parts and partially damaged poles. No biggie, we aren't new to damages caused in delivery. Called and worked with a very pleasant customer service rep. Was expecting new ladder to be sent. Four days later, FedEx picked up the damaged ladder but no delivery of the new one. The next day we called and was told they wouldn't send the new ladder until they received the 1st back. I spoke extensively with the very polite customer service person who insisted it was their policy and that her manager both wouldn't make an exception and couldn't make time to discuss it with me as they were too constrained by covid-19 related work issues. After politely speaking with this team for nearly an hour, they agreed to ship the replacement immediately and that I would have it by the weekend to install. Weekend came and went...called back to find out it was now on back order and that the recovery date, which was 2 weeks out from shipping, might not be accurate...due to covid-19. They charged my credit card 3+ weeks prior, I had no product, they were only providing me "updates" when I called them, and now my product wasn't likely going to get to me for several more weeks. I tell the woman that we will cancel and buy elsewhere. She informs me that they will cancel the order but it will take 10 days to 2 weeks to process the cancellation and refund my credit card ....due to covid-19 (of course). It seems the only thing this group can do correctly and promptly during this pandemic is process their customers payments. All other customer service activities are suffering due to covid-19. Total joke, bought my ladder at Home Depot. Never use this group again.

So, I go online and im going to place an order, it won't let me use the 10% code I have for having over $150 in my cart, I call 5 times to get it figured out. on the phone with one guy for 50 mins (he was nice but had no clue). They don't know why its not working, so I have to order over the phone, I place the order and they "forget' to add the 10%. So they say they will refund me the 10 %. A few days later I don't get my items I call and im told it was stuck in the system they will release it now. They can't tell me why it was stuck. A few days later I chat with them and im told oh well we don't have it and its being sent to us, you will have it in a few days. A few days goes by I call and Im told , well its been on back order and we wont receive it for 3 weeks and then we will ship it to you. WHAT? Also out of the 7-8 employees I have spoken with all but 3 were RUDE and NASTY! I ordered on May 25th its now June 5th. The oder shows on line shipped the lady says no I don't know why they would add that. Finally I canceled my order today. If there were issues with the order don't you think you could or should contact the customer????THIS PLACE IS THE WORST AND SO ARE THE EMPLOYEES I WILL NEVER ORDER FROM THERE AGAIN AND PLEASE YOU DON'T EITHER!!!!! Im Also contacting the BBB of Chicago!!! I aint Scurrrred!

I have had a horrible experience. I cancelled an order 2 weeks ago. I have yet to receive refund. I called again on June 2 and was told it had been processed and would only take 3-5 days to show up on card. It had already been 2 weeks since cancelling order. Still no refund so I call on June 5. I was told at this time the process had started June 2 and it took a couple of hours to be processed, but had yet to be processed that I should just wait for it to show on my card. I called in the same day and was told that it had bee processed and should be on my card tomorrow, after being told it hadn't even been processed and I would receive an email saying it had been refunded. No email, and no money. I was actually cut short and hung up on. I then called and spoke with a lady name Nita who was very kind and helped me out so thank you Nita for being the light.

Do not. Repeat. Do not ever buy anything from In The Swim. I ordered a safety gate and the frame for the gate was square but the gate was round. Hardware would not mount to the round gate. Tried 6-7 times to get this resolved. they said it was something I was doing wrong and wanted me to reach out to the manufacturer of the gate. I finally emailed the manufacturer and they responded in 24 hrs. They told me they didn't even make a round gate and that In The Swim must have sent me the wrong gate. As of today I still have no gate. Stay Away from this company.

Order B103446998. Was ordered on May 3rd. In The Swim erroneously shipped to Chicago instead of California. Was promised a replacement in 2 to 4 days. Now, the replacement is supposed to arrive on June 3rd. That's 31 days after the original order! Repeated e-mail requests for partial refund have gone unanswered. This company just doesn't care about customers. Shop elsewhere!

My grandparents own an above ground pool that my mom purchased a cover for in September. She ended up buying the more expensive one because she was told it came with a full warranty for somewhere around 4 or 5 years (I forget the exact number). This year when we went to get the pool ready for the summer, the cover had a ton of holes in it so I took pictures and sent them to their customer service email. Then the story gets changed...the full warranty doesn’t cover damages due to Mother Nature (wind, rain, etc.) First of all how can you claim a full warranty when it isn’t? Second, we were never given this information when we ordered. And lastly, who needs a pool cover that can’t withstand the elements of Mother Nature? I don’t think many people are putting covers on their indoor pools...

Anyways after some back and forth, they won’t honor anything other than 15% off our next purchase. TAKE YOUR BUSINESS ELSEWHERE. They don’t stand by their products. They don’t care about the customer. We had this cover on for one winter! And all of the tears are where the “eyelets” are in the cover to help you secure it, sounds like a manufacturer’s defect to me!

Wishing we would have read all these horrible reviews first.