InTheSwimReviews 111

Horrible customer service that just keeps putting you off until you give up. I bought a generic T-15 salt cell from them a little under a year ago and it went bad. When I bought the cell I asked how I registered for the 1 year warranty and In the Swim said that the serial number and date of purchase was entered into my customer account and all I would need to do is call them if I had a problem. Well, when I called they miraculously could not find any sales info in my account, even though I've probably placed 20 or more orders with them in the past! When I tried to pull up my online account info, their site said they had technical problems. When I called again, and explained I had a dated payment receipt they said their warranty department was processing my request but could not say when they would get back to me. Almost 2 weeks later and still no word or update. Obviously, they are not going to honor their warranty and they have lost a long time customer.

In the swim blocked me on Twitter; a customer trying to resolve a warranty case. They requested I send them a DM with all my info and they would fwd it to their logistics team... 6 days ago. I sent them another DM telling them I haven't heard from either warranty or logistics. They didn't reply, but they blocked me. I've been trying to deal with this issue of my liner shrinking in less than a year since 5/20/21. I've sent pictures, explanation to *******@intheswim.com and I have heard nothing. This comment will probably be deleted along with other customer complaints.

I have been doing business with In The Swim for several years. They have descent products and ship fairly quickly. They charge handling fees as well as shipping. My problem is you can't login to your account. You keep getting messages about technical difficulties. I have tried password resets and even chatting with them. If they can't keep a simple account login working, can I trust them to keep my account and payment information safe. They keep telling me to login as a guest. If I wanted to login as a guest, I would never set up an account to start with.

Buyers beware. This is the worst online company to do business with, false advertising, send out catalogs with $10 off purchase over $50, dont want to honor it. Holiday catalog with lots of good prices on products that they dont have. Bait and Switch,,,, took me 45 minutes just to place and order, and when I got the email stating my cost they charged me full price without any discounts. I will never order from them again. Your phone call goes to another country where they know nothing about whats going on.
Save your self some grief and dont shop at the in the swim company.

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." Well Which one is it? Will wait to see. I will never order from them again!

Tried to order from their catalog and they would not honor their prices. They wanted us to send a picture of the ad because they didn't have their own catalog to view it. Crazy! Was on the phone for 45 minutes and they finally said they would honor the price, but needed to call us back after processing. Never got a callback and after calling yet again we got the same treatment. This used to be a great company but I would never do business with them again. My card credit was charged full price for an item that we were told we were getting the discounted advertised price for. We will dispute the charge on our credit card, but never again! Would rate a zero if I could.

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!"

Bought the wrong size pool cartridge filters, with NO help from them and after 7 calls and 3 months, still have not received a refund of darn near $600.00. Very over priced, found an excellent brand for half the price in a localTucson pool store.

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 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 *******@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 #

The first time I called to order a couple pool closing products I was hung up on. Called back and it literally took 45 to place an order for shock and chlorine tabs. The rep was endlessly confused by "the new order system". I was actually told that I was the first customer that they were testing it out on. I had a catalog discount code which she could not figure out how to apply. There were long five minute silences while she did god knows what. She eventually ordered it for me but managed to charge me an additional $50 that could not be explained. Finally after 35 minutes I asked for a supervisor who was able to navigate the system and actually place my order. This was six days ago. As of today the order has not shipped. When I called to check on it all they could say was that the products had been "allocated". They suggested that I call back in a few days to see if anything changes. I sure hope upper management fixes this before the entire operation tanks, not sure what the hell happened to what was once a fairly straight forward place to get your pool supplies.

Tracked package through FedEx. Says delivered. But it wasn't, I have a camera in place never received. Ok, no big deal. Customer service at in the swim treats me like I am the worst phone call they have ever had. I explained that I have called several times and that I have messaged on the Amazon app also. Mind you the claimed deliver was 7 days ago and now they are asking for another 24-48 hours. Terrible, terrible, terrible! Take your money and go somewhere else!

Do not count on your pool cover to last more than a year or two, and PLEASE do NOT think that the 2/10 year warranty means ANYTHING but a waste of your time!
The FIRST year, there was signs of "degradation" (in their terminology) towards the outside excess of the cover... ok, I can still use it. The second year... the top of the cover had multiple holes and fiber separation... due to degradation (the wearing down of the material) or in layman's terms. Poor quality!
My cover isn't even 2 years old yet, but when I emailed to them to have this cover replaced, I was told that the damage to the cover was "due to Mother Nature" and not covered. I'm sorry... WHAT? What the heck is a winter pool cover supposed to prevent? Rainbows n lollipops?
I live in southern NJ... we had NO SNOW, so they can't even blame it on a harsh winter!
Bottom line... if you want a disposable cover, and have money to throw away, this is your place!
I replaced mine at 1/2 the price on Amazon. I will never order from this company again!