Intheswim Reviews 

Horrible, Horrible, Horrible

Quite possibly the worst customer service I have ever dealt with. Ordered a pool with touted 1-Day Shipping on 4/29. Realized I had heard nothing about it after that, so live chatted with them. Assured it would be shipped within 8-10 days of processing, that it was in stock, etc. Two phone calls, 3 chats and a promised date of 5/22 later (I have the screenshots and all), I was informed that it was on backorder 4-6 weeks. Yeah, tell me that a week ago and I could've made plans. Now we're screwed. Thanks for ruining my summer, my kids' summer, everything. You are the worst.

I purchased a pool that was showing in stock and after 7 days of being patient due to Covid 19 I started to get concerned that it had not shipped. On day 8, I received an email stating the pool was on back order and there was no estimated time that it would be shipped to me. I then called and spoke to Stephanie which was very cordial. I requested my order to be canceled and a refund. She stated she submitted my request and would receive an email within 24-48 hours. I also sent an email requesting same. As of today, I still have not received an email or refund. I’m very disappointed in this company an will never purchase from them again! I wish I would have read the reviews before I made my mistake.

I ordered a pool vacuum 3-weeks ago. I was shipped a bucket of chlorine tablets. I notified in the swim of the error that day and told them I would return the tablets but wanted a return shipping label to do so. The asked for pictures of the bucket, pictures of the box. (?) It is now Wednesday, they still have not sent a return label, shipped my vacuum, nor refunded my money. This is a terrible company to do business with, and apparently I'm not the only customer they shipped the wrong item to. Take your pool maintenance business elsewhere because In The Swim has no idea what customer service is!

If I could rate 'zero stars' I would. I ordered a pool cover on sat, april 25, online. They charged my credit card at that time. I called on Monday the 27th to get a status (or tracking number) and was told that it hadn't shipped yet, but will today, This started a process of 7 more phone calls over the next 2 + weeks. I kept hearing that it was about to ship etc. but it never did. I finally cancelled the order on 5/4, when I was told that it was actually being dropshipped from their vender, and it was also on backorder. No one could tell me that before? As of today, May 13th, I've not received my credit. I just called them again, and they told me that it was being processed. I had the person on the phone with me send to me an email stating that. So...we will see. I will NEVER do business with this company again. I understand that these are difficult times, but don't lie to me about the status etc. If you don't know, then say that. Pitiful organization.

Good luck. I ordered a "pool kit" from them and only received a liner, pool pump and filter. No pool. I was told I could return them at my own expense and I'm still waiting on my refund for the pool itself because now it's out of stock.

Placed my order on April 4th. Received 1/3 of my order on the 11th. Called on the 14th, 27, and 30th and every time they said they would be shipping my missing items. I called back on May 10th and my missing item still haven’t shipped. On April 30th, I left a message with a manager about my situation and he never returned my phone call. The young girl who fielded my call on 5/10/2020, sent an email to one of her managers requesting me a refund for my missing items, and to have the manager call me back when my request is received. BUYER BEWARE !! The warehouse packaging the orders are being negligent in making sure your order is correct. They are producing shipping labels based on the items shipping weight given to them in their data base, NOT what their actually placing in the BOX than weighing on the scale. This is making it look like their shipping all your items but they are not. When you call In The Swim back to report your missing items, they are using the shipping weight on your shipping label to say they shipped your whole order. The customer support people you’re speaking with on the phone, are notifying management of the issue, but management is not correcting the problem. DO NOT TRUST THIS COMPANY WITH BUSINESS!! I’ve been ordering from IN THE SWIM for several years and never had a problem with my orders. But the IN THE SWIM YOUR DOING BUSINESS WITH TODAY, IS NOT THE SAME COMPANY YOUR USE TO DOING BUSINESS WITH.

I used to like them. Last two order where disasters, Item came from 3 warehouses all late, Chlorine promised 1 day delivery has yet to ship 6 days later, Customer service is useless say expect it in 3 days and refuses to cancel order.

Update- After talking with customer service,
everything was straightened out pretty much hassle free. So changing from 1 star to 4 stars. Not 5 since the order was messed up by them, but they fixed it. Kudos to the customer service folks who helped me out. - Placed an order for chlorine, de powder, and startup kit. Received emails saying they had shipped separately with 3 tracking numbers. Received 1 box first and it contained a robotic vacuum that I didn't order and has an address in NJ on the label but 1 of my tracking numbers. It was supposed to be the chlorine. Huh? I live in MD. Other items arrived correctly next day, and chlorine arrived 2 weeks later after a phone call.

So I placed an order last night for a $250 pool vacuum and chose paypal as the payment method. I paid on the paypal site and it redirected back to In the Swim. At which point the page crashed and I never received an order confirmation. I called them last night and they said their paypal system was "messed up" and that I would need to open a resolution with paypal to get my money back. So the order did not even complete, I am out $250 for two weeks until the resolution investigation is complete over at paypal, and despite 5-6 calls to In The Swim including to "managers" the best I could get was "sorry, good luck figuring out how to get your money back from paypal, call us when you are ready to place an order again." Again??? Also, their call center appears to be a remote contractor, not the actual company. I sincerely regret trying to save $10 by using this company vs Dohenny's or Amazon. Judging by the sheer volume of complaints on trust pilot and Better Business Bureau I am not alone. Accept your fate and wait to deal with a reputable company. In the Swim simply is not that.

THE WORST CUSTOMER SERVICE EVER. Stay away. They take your orders but they don’t have the products it says one-day shipping it’s two weeks and I have nothing. They don’t call you back and the customer service is terrible. Buy locally

I swore this company off last pool season, due to their deceptive business practices. Unfortunately I needed chlorine for my opening this season, and since the Covid-19 pandemic this is the only outfit around. Well I ordered a week ago and sure to fashion their 1 day shipping has turned into 9 days. My package went from North Carolina to the Florida Keys. Mind you I live in New Jersey. Called customer service and got nothing but the same old hassle from them. Once again I’ll never order from this scam of a company again!!

Terrible. They sell us a pool and all the accessories stating it was instock only to send us all the pool accessories and state that the pool is on back order for three months. DO NOT DO BUSINESS WITH THIS PLACE. LIARS AND CHEATS!!

I too have bought from this company many times in the past. On 4/5/20 placed an order and only received 1/3 of it. On 4/11/2020, i called to notify them that i did not received my whole order. They made me take pictures of my shipping box and refused to believe they messed up on my order. After going round and round they finally agreed to ship my missing items. Its now 4/30/2020, and i have yet recieved my order. They want to use short staffing over the recent pandemic as an excuse for shipping delays, but don't want to admit that they made a mistake on my order because of the same reasons. DO NOT BUY FROM THEM! START SUPPORTING YOUR LOCAL POOL STORE AGAIN. The small amount of money you may possible save is better spent supporting your local economy. These guys should be reported to the Better Business Bureau and face charges for theft by deception and mail fraud

I have ordered my pool chemicals from this company for several years, have always received what I ordered. On the last order I placed with them on 26 Apr 20, I only received a partial order. I called and was told that they would get with Fedex to see what happen to the rest of my order. FedEx did give me a call and said they would look into it. They said if they don’t have the items that I would have to call In the Swiim back and request a refund for the items not received. Hopefully this company will find out what is going on with my order.

Purchase made Sunday, been trying to cancel our order since Monday! Called Monday morning to cancel order after finding the same pool cheaper and was told we cant cancel the order since the pool was already scheduled to ship that afternoon or was on the truck already. We did not receive any shipping confirmation or tracking number. Waited till the following Wednesday for a shipping confirmation to no avail. Called that same morning and was told it has not shipped but was allocated in the warehouse to ship as soon as a truck became available. Now it is Friday after order was placed, no shipping confirmation email whatsoever. Called Friday in the morning to check status on the order and was told again that it was waiting on a truck to be picked up but the freight company told them they would not pick up until they had more products shipping close to our location before picking up. Called the company back that afternoon and requested to cancel the order again, was put on hold for many minutes and then was told since the product was allocated for shipping that the order cannot be canceled. I then requested either a full refund, a refund on shipping cost and was told to hold again, once person came back on the phone, I requested to speak to her supervisor which took awhile to connect with. Supposed supervisor immediately asked me if I was aware that they don't cancel orders. I got heated about that and was hung up on. Called back asked for a refund again and was told this time a refund request would be processed in 24 -72 business hours and after 1-5 business days I'd receive my refund...... I'll be contacting my bank and the BBB.

Free Shipping!
Until after you make the purchase...then it's $ 8.99 for handling.

Just sneaky...never again will I use these guys.

I placed an order online this morning and before it would place the order it took me back to step 1 and would not proceed. The item was out of my basket - so I added it again and processed my credit card order - once pushed I received Thank you for you order. Went to email - both order were place. Immediately called customer service - was told too late. My emails were 8:46 am (CST) and 8:51 am (CST). I explained this was an error online and there was no way they could not cancel a duplicate. I was on the phone for 34 minutes. The rep worked with a supervisor and I was told - too late had to receive them they were already processed. I could not return the item by policy. THIS WAS ORDERED by mistake - by the website. I was given the $10.99 off for handling and $5 off Chorine for each. Well I did not need to spend the extra money during COVID-19 this amount. I've order this chorine from AMAZON for years - I thought today when I received the SALE on your email that I would see if I could save $ - it was a $5 savings to order from you. I thought $5 would be worth it - I used my BANK card - Debit .....and now I've spent $93.57 MORE to purchase from your site. WORST Customer Service Ever!!!!

I ordered all items to build a pool. Everything shipped but the wall! Now I am being given the run around about getting return labels for a refund on the items that shipped. And fyi...the wall still shows available online! I will never order again!!!!

Scam- didn't have pool that I ordered. Said they couldn't refund because they didn't have a vendor number. Wouldn't let me speak to a manager. Customer service said they didn't care if I filed a fraudulent report. I have to work with my credit card company to get back my $883.

this company will not refund your money. I canceled the order 10 min after placing the order. They shipped it anyway and kept my money. Jerry Kooyers