Company Details

DO NOT BUY from In the Swim, if you have any issues with your product or need to return anything - forget it!!!! Really bad customer service. I bought a pool cleaner from them in April but since I live in MN, I didn't get pool ready until Memorial Day. Well, I ended up not even opening the box to use this product and would of liked to return the UNOPENED product but the pool nazi's at In the Swim won't accept my return or even give me store credit?? "NO RETURN FOR YOU!!" Plenty of other companies out there that have put customers first. Seems like they're in the United Airline crowd when it comes to helping and getting issues fixed...

Customer Beware!! Tried to place an order online. Item was clearly marked one - day shipping, for my area. But I could not get it to show on my order. Did online chat, and I took pictures and sent them showing it was clearly marked. The chat person was unable to help and said I needed to call customer service for help. Supervisor was no help. She just claimed it was a mistake. I am sorry, I own a mail order business and if I have something clearly marked online and it is wrong, I still honor it for that person. But I would make sure it was changed online. It is still up!!

Ordered a liner. Had a defect. Ordered another liner because we didn't want to wait for warranty process. They gave us the run around on the return. One lady said just send some photos and do trouble shooting steps. Followed her instructions. Received no reply let alone a refund. So we essentially bought a 1500 dollar (between both liners and 2 pools worth of water) for a cheap liner. Next lady said you have to go through manufacturer since it's been more than 30 days when I called back. I said I started this within 30 then she said well we don't warranty them at all its the manufacturer. Funny how stories change within minutes.

They advertise free shipping but charge a large handling fee ($10 on a $50 order). It wasn't stated on their site until I clicked over to Paypal and noticed the charge was too high. Very deceptive. You can get their branded product at Amazon with Prime shipping.

Free shipping but they add a handling fee at the last moment without making it clear? I find it deceptive. Won't be ordering here again.

I purchased a solar pool cover for a large pool and paid hundreds of dollars for it. When they were selling me the product they told me that it was covered for 7 years against any wear and tear. In other words, it should last me 7 years. After less than two years the cover started to fall apart in the different parts of the cover. Mind you the damage to the cover was in different parts of the cover not just one area. I contacted Intheswim via phone and was told that they would replace it for free but needed photos. I sent them an email with photos thinking they would ship me a new cover. After waiting for a response, I received nothing. I called their customer service department and asked for the status. They told me that my cover would not qualify for replacement and that the photos showed that there was nothing wrong with the cover and that the damage was due to improper chemical use. My pool has been professionally maintained and I have never had any chemical issues. If it was due to chemical damage, one would think that the entire cover would be damaged since the chemicals are on the entire pool. My pool is not only partially treated. After, requesting to speak to management (MARK) whom I left a message for and never returned my phone call, I called again and they told me the same thing. While the people on the phone have been ok and cordial, I do not understand the decision not to replace my cover. No one has explained to me why they feel it is chemical damage. I truly believe it is their way of not covering warranty items. I have spent a lot of money on this company. I was getting ready to order other items for my pool getting ready for the summer. I will not be ordering from this company ever again. Beware of their warranty policies.

I have had only prompt service and fair pricing from IntheSwim in the past, but recently had my first experience with a defective product. My initial attempts to resolve the problem were rebuffed, but I started the complaint process again and they have now sent a replacement. I feel that IntheSwim generally makes pool ownership easier with its array of easy-to-get care products.

Beware the advertised Free 1 Day shipping! Needed to order some chemicals for an issue with my pool and was told that the products were available in their warehouses but delivery was 1 - 2 weeks. UNACCEPTABLE!

I called customer service june 7 prior to ordering a pool liner online because i needed it asap. A male representative confirmed that they do have in stock in their nj warehouse and that it will be shipped out soon and i will get it by Saturday since i live in PA. I asked him if it does matter if i order it online or via phone so that my order will go straight to nj warehouse, the representative inform me that the system will catch it and will go straight to nj warehouse. 2 days later i haven't received any tracking number so i called them back and spoke to a different customer representative. She informed me that the liner will be shipped out on june 12 because it will come from the manufacturer. I ask if i can just cancel it, she said we can try since the order was already sent to the manufacturer or i can just decline to accept the package and will not charge for that. I was very upset because I specifically told them that i needed the liner asap for my daughter's party. Since i am running out of time to order else where might as well go with the order. I spoke to the manager Jamie Cortez and he apologize about the mis information and assured me that it will be shipped on june 13 since 12 is a Sunday. It is already june 15 and still no tracking nor pool liner received. I called customer service and was told by Mari Cruz that the estimated date that they will receive the liner is june 23. I cancel the order right away but she said they will try since the order is already processed by the manufacturer. I emailed the manager to explain what happen but no reply at all. I don't complain nor write any reviews at all. But this company pushed my limits. They repeatedly mislead customers.

I purchased a new motor for my pool pump at the end of March. I didn't open my pool until Memorial Day weekend and installed the motor at that time. It came with a one year warranty. It ran fine for one week and then quit. I contacted the company and was told to contact the manufacturer. I spoke with the manufacturer who had me do a "no load test" and they confirmed that the motor was defective. They told me to contact In the Swim to proceed with the warranty. In the Swim told me to take a picture of the motor and send it to their warranty division and they would respond within 72 hours. All of this had taken in excess of a week and I was not about to let my pool go without a filter for this length of time or who knows how much longer?? I called them again after not hearing from them for nearly another week and was told that I had to ship the motor to them to receive a replacement or else pre-pay for another motor until they received my defective one. I explained to them that I had already purchased another motor (now going on three weeks) and that I wanted to return the motor for a refund. In the Swim told me that I could not receive a refund - only another motor which I do not need or want. This is what a get for dealing with an on-line company before reading some of the reviews from people who have had similar experiences. NEVER AGAIN - and I urge you all to NOT DO BUSINESS WITH IN THE SWIM.......

I ordered a 21'sand filter and pump from them on May 11 and received it on the 20th. My electric was just getting finished up so it took a week before I was actually able to hook everything up to the pool. When I did ot wouldn't work at all, I called and they said it would be at least 3 weeks before my new product was here because they had to send me a label receive the old one then process to send a new. For the record I live in Ohio and we only get 3 short months to swim. I decided to have someone come look at it rather than wait such a long time. It ended up that the fan blade was froze up and he had it fixed in a second. The remaining season went by with zero problems. This season was cold leading up to this week so we had hardly no reason to rush getting the pool ready. When I did on the 23 a small pin hole leak appeared aftet vacuuming at the top of the filter. They refused to work with me said my warranty expired and was going to charge me more for the replacement than what I payed for the entire unit. They do not care about their customers nor do they back their products. Purchasing something like this and only getting 3 months use out of it is a slap in the face. If you order from them you better hope there isn't any problems! ALSO HOW IS THEIR RATING SO HIGH WHEN ALL I seen was 1 Star!

Wanted to order liner for an above ground pool. Called this company and one other one to make sure that they had the one I wanted in stock. In the swim told me they had them on hand and would be shipped out tomorrow if I ordered online today and I should get it in 2 days.(ordered June 26 would be sent June 27th). I went online and ordered from them on the 26th. 2 days went by I was busy and realized they never emailed me a tracking number like they said they were going to. I went to their website to check status of my order and it said " Backordered till June 29th". I immediately got on the phone and called. The lady checked my order and yes it was on backorder till the 29th(the next day). I said that I called specifically to make sure that they had them on the 26th and they reassured me that they did. Her response was "Our inventory isn't always correct", but she said that they were coming in tomorrow and would be shipped June 30th. I said ok and left it at that. On Wednesday July 1st I still had not received a tracking # and checked the Website again. Low and behold it said backordered till July 2. I called customer service again and talked to Kimberly. She reassured me that the item was expected in today(july 2) and would ship out no later than tomorrow(july 3) and I would get a tracking # emailed. She apologized and I asked that they email me if they did not receive them today(July 2). Well the next day (July 3) I had not received an email that they had not received them but I also did not get a tracking number emailed either. SO I went on the website and it said "Backordered till July 6" At that time I called to cancel my order. They said they were sorry and that they were having trouble with the supplier. I am normally easy going since I know things happen and I work in the service business were I deal with crabby people. I don't want to be one of those people......but their customer service is pathetic and I would hate for other people to have the experience I had. Not only to be mislead in the first place about inventory, but to be repeatedly mislead about delivery. I guess I should have looked at the reviews earlier since I see other people have had a bad experience. Since than I have ordered a liner from Liner World and they have been fantastic. Not only did I get the tracking number as promised....but my shipment showed up in two days like I was told. Rocket science,

I NEEDED a pool pump by Friday, so I called and spoke to someone at IN THE SWIM who verified that if I paid the $75 for overnight delivery and placed the order within 45 minutes, I would have my order the next day. ( The pump had FREE 1 day delivery anyways ). So I paid it. Never showed up. No tracking info. Manager said she would refund $75 and I would have it the next day because it was getting on the truck at that time. Next day- not delivered. Called in and they said it was being loaded on the truck.. I asked for complete refund and to cancel order. SIX days later, it still showed up, and they tried to make me pay to send it back!!! They also never refunded my money when they said they were going to. There was never a tracking number or shipping info, so based on policy, I should have been able to get refund since it never shipped that they were aware of. I have already bought a new pump locally and had it running for a week, yet I am still waiting to get my money back for this pump I should have never received if they knew what they were doing over there. NEVER again will I use this company or recommend it to anyone.

First of all, I placed my order on a Friday at 4:01, eastern time. The website clearly states that as long as you place your order by 4:00 central time, it will ship same day. NOT TRUE! Even though I had my order for a pool pump in with 59 minutes to spare, my pump did not get shipped. The reason I ordered from this company is because I was supposed to get next day shipping - meaning I would receive my pool pump on Saturday. Well friends, I received my pool pump on TUESDAY! Second, not only DID NOT receive an email when I placed my order, I also did not receive an email when the order shipped, and I was not able to look up my order on their website under "account past orders", even though I started and account through them. Finally, after the second time I called the company, I had to BEG them to put a model number on a receipt so I can get a rebate for the pump. Now, lets talk about the phone calls. The first call was made on Monday when I still had not received my order. The gentleman who works for In theSwim told me that the orders are not taken in "real time", so they did not receive my order until 4:57 central time. WHAT IS THE POINT OF PUTTING A CUT OFF TIME ON YOUR WEBSITE IT YOU ARE NOT GOING TO FOLLOW IT????? The next day, I called again to see if my pump would arrive that day. I spoke to a "supervisor" who has NO customer service skills at all. I told him how disappointed I was that my pool is now turning green. I also told him that I would no longer buy from his store and will write a bad review. He did not answer . . . at all. Literally, for like 15 seconds he said nothing. Finally, I asked him if this conversation is over??? If you want to have a successful company, at least send your supervisors for customer service training to learn how to successfully handle customer complaints! Silence does nothing to help. I don't know how a company is run like this. I will make sure that my family does not order from them, and I hope that anyone reading this does not order from them as well. I have to go now . . . still trying to vacuum the green out of my pool. :(

I had a horrible experience with Intheswim. My pool builder had used them for other jobs and recommended this company along with a couple of others when it was time to choose a liner for our new pool. My pool builder sent the measurements over and we waited over a week with no response. The company was experiencing phone problems, and the only way I could get through to someone was via chat on their online website. I finally talked to Greg Seracusa (sp?) to get the liner quote. I was given a total and gave out my credit card info to place the order. I went out back to talk to the build builder and was told that the price had to be wrong. It was much more than his last job which used the exact liner and had benches which would have cost more. So, I called Greg back within 5 minutes to request a drawing be submitted for approval prior to ordering the liner. Greg assured me that the credit card would not be charged....in fact, he said it would be "erased" in his own words. However he DID charge my credit card for the liner and also an additional $143 on top of the quoted "all-inclusive" price. We never approved the payment or the measurements. When I called back, I was redirected 4 different times and after an hour and a half, spoke with someone named Brian that seemed extremely unprofessional. I had my hesitations about the company when I first talked to Greg. He thought he had lost contact with me at one point, and I could hear him cursing on the other end. I should have went with my gut instinct at that moment. No one seems to be able to take care of anything....hard to talk to a live person....very frustrating experience. I did get my order cancelled by Greg's supervisor, Jay...finally! My pool builder vows not to ever recommend this company again for future clients. After reading some some of the employee's comments on glassdoor.com, I can understand. Even the employees express their dissatisfaction with the company. It's a shame. We ended up purchasing our liner from a wonderful business out of Tennessee....friendly, honest, down-home customer service. Intheswim should take notice on how customers want to be treated...they can start by being honest. Even when I told them I wanted to cancel the order because I was skeptical about their company, not once did they ask what they could do to keep my business and earn my trust back. Such a shame. They lost out on a $2K order....along with many more from my pool builder. Sad, sad, sad! I can keep going. I hope management gets my message and takes time to look into their company and customer service!