Company Details

Re: In The Swim... We bought a middle grade pool cover from In The Swim with a warrantee good for 1-2 years. 8 months later we notice a seam separating. We took pix and emailed them to In The Swim... Their response.. Send us a money order for $15 and a piece of the cover 6'×6'... Customer service? They say there is NOTHING they can do... Well they can shove it! Worst customer service ever! We will NOT buy any thing from them again... Stay away from doing business with IN THE SWIM!!!

Horrible company be warned! I purchased a "UNIVERSAL" COVER KIT and I called them to return it and they told me it was a day after 14 days and there will be a 20% restocking fee! How is this my fault! I ordered this kit before I could open my pool as it's been raining and cold everyday. Besides tgat it says "UNIVERSAL" on it so how does it not fit!? This company is horrible and I would never purchase anything from them again!

I needed pool shock to open my pool for the summer and decided to go with "In The Swim" because they advertised FREE 1 DAY SHIPPING. So at $24.99 for 6 bags, about $4 per bag, the price was better than my local store. I placed the order on the phone and She said the total was $36.02. "How did I go from $24.99 to $36.02 with free shipping"? "Well" she said "there's handling" I figured for next day shipping and to save a trip to the pool store, it is probably worth it. Bad call! The order didn't show up the next day but 2 days after ordering. So my free shipping ended up costing me over $11. Had I seen the 87% 1 star ratings, I would not have ordered.

I recently ordered products from In The Swim and my order was incomplete when it arrived. I called the service department and informed them of the missing item. The person from their service said the missing item would be sent to me immediately. Seven weeks have gone by and they still have not sent what I have paid for. They will not burn me twice and I recommend for people to be cautious when ordering from this company.

In 2011 I bought a pool liner from In the Swim, which is manufactured by GLI pool products. It came with a 29 year warranty. I paid $1,750. Well, after 8 years the liner is TOTALLY faded. Guess what?? They don't warranty against fading! What??? Am I supposed to go 21 more years with an almost white pool liner? That's crazy! So disappointed that they will do NOTHING for me!

Been shopping this place for years. Don't know what happened but I will no longer do any business with them. I ordered pool perfect+ phosfree early not knowing when it would be warm enough to open the pool. Package arrived and I put it in the closet. 4 weeks later it was over 80 degrees so I started working on the pool. Opened the package and they had mistakenly sent the much cheaper phosfree only. I contacted the company with the order #, date ordered, amount paid and what I had actually received. They responded that they needed pictures so I spent the time taking pictures and emailing them. Then they responded that it was past 30 days so nothing they could do. They knew it was past 30 days when I first emailed them so why did I have to take pictures. They did not offer me a credit for the difference in price. They did not offer to send the correct product or give me a discount on the correct product due to their mistake. They offered an apology for my inconvenience. Companies no longer take any responsibility for their mistakes and just outsource their customer service to automatons with scripts to follow. Not really customer service. Other better companies out there.

Terrible scam company!! I bought epoxy pool paint off of In the Swim, instead they shipped me epoxy primer. It was a nightmare to return. Their customer service department was completely inept and incompetent. They insisted I was trying to scam them, claimed they don't even sell epoxy pool primer, however the primer they sent me was branded "In the Swim" Also the epoxy primer they sent was very old, you could tell by the discoloration on the can. Epoxy pool paint and primer has a shelf life of only 6 months. After doing some research, In The Swim buys very old epoxy pool paint and primer, they stick their own label on it and resell it at new paint prices. I found this out from an X employee that claims this is just one of many scams In The Swim regularly runs on customers. It took me weeks to get a refund from these scam artists. I would not have got a refund had it not been for getting the Illinois attorney general involved. Do not buy from In The Swim, they will rip you off and steal your money. Businesses that are this dishonest and incompetent have zero business being in business. Please don't support these thieves and con artists.

I ordered 4 OEM filters. One correct filter was sent, 3 Aftermarket at 50% of the cost. It was my responsibility to absorb the shipping cost of $83 for the company to correct THEIR mistake. Complete sham!

19 dollar bottle of alge product cost almost $10.00 dollars handling and tax will NEVER buy again RIP OFF was free shipping though would have rather payed shipping

Steer CLEAR OF THIS COMPANY ! They are cheap because their Chinese made products are cheap. They're warranties are "pro-rated" at 2x rate. So if you buy a cover for example with a 6 year warranty. If it is useless due to cheap manufacrurer defects (it will be) you wont get it replaced... They might....yes I said might, offer you 10% off a new one. If you buy a 6 year warranty solar blanket and it falls apart after only 1.5 seasons, they will offer you 40% off another cover. They only survive 9n the fact that customers have to constantly replace their original purchase. Steer clear of this scam/joke of a company. Go to a local store and buy actual American made true warranties products

TERRIBLE, TERRIBLE, TERRIBLE! This company does not care about its products or customers. I purchased a pool railing with accessories to attach it. The box was delivered by UPS. The box was open and severely damaged and the parts were missing . The UPS driver advised me to reject the package. I did so. Instead of sending me a new order, the company cancelled my order and charged a $50.00 restocking fee which is not mentioned when you order. They they refused to cancel the additional parts that were coming later and needed to install the railing. So now we have no railing, missing parts, but we do have $32.00 worth of parts we can't use. I didn't send them back on my own dime because I don't want another restocking fee. I wish I had read these reviews before I ordered from them. The email I got said they couldn't understand how I was out $ 80.00.

Ordered a winter cover. Was charged for the cover and was told it was shipped. When I received the order, the cover was missing. When I called customer service I was told that the cover was backordered and would ship in a week. I told them to just refund me the money -original service rep told me she couldn't, that I would have to refuse the delivery - then she hung up on me when I disagreed. The next rep stated that of course I could receive a refund - she stated their new system would not allow them to charge when shipped, but charges when ordered - even if the item is backordered. I did not receive my refund when she told me, so I started an online chat with a different customer rep - who also stated the same charging policy and that of course I would be refunded and it was being processed. A week later, still no refund. I had to open a case with paypal, my payment method. Still unresolved - no cover, and I'm out of the money.

In 2014 they replaced our solar cover under warranty for the same reasons the replacement was turned down for. The thicker solar cover comes with a 7 year warranty that now ONLY covers the seams. So when you’re losing a hundred little blue dots a day, they blame it on your pool chemistry. How convenient since they don’t live locally for you to even take a sample over to prove them wrong. You know they’re selling junk when they advertise on their site it takes 10 to 12 days for a warranty person to get back in touch with you. Then they want pictures so there’s another 2 weeks until you hear back from them...so I called them instead...and was turned down on this warranty after 2 seasons of use...less than 12 month use on a 7 year warranty. Shame on them...we are done!

We bought a solar cover in June 2018. By August 5 the solar cover was disingrating. Blue bubble pieces in the skimmer. This solar cover had a 7 year warranty and In The Swim will not honor the warranty. They claim it’s normal. After 2 months and they will not honor the warranty. Do not buy from In the Swim. Horrible customer service and they do not stand behind there product. Upset and disgusted.

I purchased a solar cover with an 8 year warranty. Put it on the pool and within 2 weeks the seem started coming apart. Called customer service and was advised I had to contact them by email to get warranty to take care of it. Automatic email response I should expect a response from them in 3-5 business days. Emailed again on August 7th. On the 8th business day I called customer service and they advised I would hear from them in 2 more business days. It has now been 4 weeks (20 business days) and still no response. Phoned customer service again this time they requested a picture which I sent. They then told me to send a 2ft by 2 ft piece of the cover to them along with $10 and they would send me a replacement. Not sure how a piece of the cover will represent the seem coming apart? This was after being on the line for 30 minutes in which most of the time was spent just sitting there saying nothing. Asked why I would have to send $10 when they sent me a defective product and no good explaination. Will never do business with them again and wish I would have read these reviews prior.

I will NEVER purchase another item from In The Swim!! I have purchased two different solar covers from you, the last one being last year. The solar cover is completely disintegrating and after months of going back and forth sending pictures and making calls, of which I've never received a response, I called again today and spoke to Jenae the "supervisor" and was told that a solar cover that is disintegrating in NOT covered under the warranty and there's nothing she could do! This is completely unacceptable and I'll make sure to not only tell everyone that I know about this poor customer service, but I will be going to every possible social media site and advise others not to purchase anything from this company. It was not the cheapest solar cover, I have purchased both the top of the line solar cover and the next one down only to have the same issue.

Customer service non existant. Ordered a strap kit for my solar cover but the clips don’t hold. I emailed them within two weeks as soon as we installed them. Never got a response. Emailed again after about a month and was told it was too long ago to do anything. Obviously they never read the email chain! Emailed them again when didn’t hear back and was told since it was over a month I would have to send the defective ones back to get a replacement. Seriously? For a $10 item, I paid $10 handling and now I have to pay to return them? I give up. Have bought from them for over 10 years but will never buy from them again.

When I was transferred to Brian Stringer's voicemail, I was greeted with a condescending message ordering people to talk slow and saying, "...I can't call you back if I can't understand your message". I left two slow and clear messages, and he still couldn't call me back with a pool kit price quote. There are no prices listed on their site. I started trying to get prices 18 days ago! I called 8 times and the inground pool dept never answered the phone. I left 2 messages and sent 2 emails. Brian Stringer called once and emailed once. Both times he promised to email quotes, but never did. Garbage business practices. I sent a letter to him complaining before I posted this, but he never contacted me. This company is not trust worthy. I'm glad that I realized this before placing an order. I believe they also use the name Specialty Pool Products.

I purchased the Super Pool Shock because it had a high percentage of calcium hypochlorite. It turned my pool into an azure blue pasty color pool for two days. I was afraid to get in. Four days later it is clearer but still cloudy. I have never had shock do this to a pool. I called customer service and she asked someone about it and was told this is what their product does to a pool. I didn't believe them until I tried a brand that has not given me trouble. It did the same thing. I appreciate their service

Bad Company to deal with! Never again, I ordered the solar reel $575 waited 10 days and got the tubes but not the end base units just the tubes and the customer rep says its dropped shipped so wait for it I said its been 12 days and she says 14-21 days but in the mean time they were happy to charge my card while I have nothing useful