320 Industrial Drive, 60185, West Chicago, IL, US
In The Swim was founded in 1982 by a husband and wife team. Shipping chlorine from the back of their garage and taking orders on their front porch, they began to have a vision that this could be something big. As the quantities of their orders increased, so did the loyalty of their customers. Before long, In The Swim relocated to a larger facility and hired their first employees to answer the phone. As In The Swim’s customers grew in number, so did the product selection. The one constant factor of In The Swim’s growth has been maintaining the highest level of customer satisfaction through its dedication to quality products at the best possible prices and its commitment to the highest level of customer service.
Made an order was sent wrong item, called customer service and the only thing they were worried about was shipping the wrong item back not getting me the correct item. Didn't send my correct item until the wrong one was shipped back. Their mistake and I paid the price. Too many options out there DON'T DO BUSINESS WITH THIS COMPANY
They do not stand behind by the products they are selling. I currently have a $2500.00 heater that will not work. Just installed it and will not heat the water. They are not going to replace and the manufacturer will not respond.
In the swim did a bait and switch, sending chlorine granular shock (50 lbs) instead of 3 inch tablets as requested. Customer Service does nothing to remedy their convenient mistake. I have their product sent to see if they could fool another customer, and they want me to dispose of it free of charge. The worst, sleezy company in the pool supply business !!
Just tried to order chlorine and they have outsourced their customer service. Couldn't understand the rep. Have ordered for 26 years and had just received an email in regards to a sale. Rep said she couldn't find an account with that email. Aweful shame on you in the swim
Bought a winter cover 8 years ago, in the 7th year it started seeping water through the cover both ways...because of default in workmanship. After dealing with their crooked warranty dept, they agreed it was covered under warranty and was going giving me 50 percent off on my next cover. I waited till this fall to order a new cover and the price was $133.00, I figure with 50 percent off it would be 70 some dollars and change, but no, In the Swim has their own type of math and was going to charge me full price and the customer service rep stated within 5 minutes the system would apply the 50 percent and credit my credit card...Never heard nothing like this in my lifetime, told them to cancel the order, and I bought a better cover for $70.00 (Original Price) from a competitor with a 15 year warranty guarantee not to leak...I told them to delete me from their list that I would never do business with them again... my new warranty gives me 50% off the price I paid... Stay away from In the Swim, not a company to be trusted.
Worst company ever! Purchased a salt cell from them, worked for 2 months. They said it was under warranty and to send it back, which we did. Then they said we can’t send you a new one because they are out of stock. They said they might have them back in stock in 4 weeks or so??? So I Called and asked for another brand that was in stock and they said they couldn’t? So my pool sits with our running the pump!
Ordered a custom liner from this company for a customer. Waited 3 weeks for estimate recieved estimate for a cover. With having dimensions of pool they should have known you don't measure pool bottom for a cover. I should have known, but after receiving quote for liner ordered anyway. Well I'm now a month in waiting on liner! Customer is finding a new company to do the job. So I'm out of 2200. This company has horrible customer service they just keep saying track the liner... even though tracking system says order number doesn't exist! I want my money back!
Shocking company - Bought a very expensive pool cover and won’t accept return. Awful service Do not trust this company. They are a joke!
Terrible product as well as overall company. We bought the ultra Solar cover with the 8 year warranty in March 2021. Just after one year, the bubbles started falling off leaving us to deal with tons of little plastic pieces floating in the water. The company said bubble damage is not covered by the warranty because it’s due to the owner not properly balancing their pool. I found this a bit offensive because we balance the chemicals on a regular basis. A complaint was made to the BBB and all they were willing to do was give me a 15% discount on another cover. STAY AWAY from this company at all costs!!!
Do not do business with this company. Despite the fact that on the website they say this is a husband and wife team that is dedicated to superior customer service, that is a lie. I bought products from them that were not right, because their marketing material was misleading. And their customer service response was impersonal and borderline rude. I went on a three week vacation, came back and I was two or three days outside of the return window, and they would not wait. Bad company
Our items never arrived. In the Swim won't refund or replace our items. We have no way of getting them or knowing where they are. We are out $300.00. I even checked the address on our account and it was correct. Buyers Beware
I ordered may 27 and the package was lost after chatting with a representative he told me that he will send a replacement as soonest possible 5 days later I asked again and I was told that the replacement was never shipped but that they will ship asap and the replacement was damaged by fed ex and that they will contact fed-ex and made a request to continue the delivery I contacted fed-ex yesterday and they said that there is no a request to continue the delivery and that I will get a refund Today is June 14, 18 days later and I don't have the refund or the package this is ridiculous
Failed to ship product, provided no tracking number so I had to call them to find out. Very slow in processing refund.
I purchased a Hayward pool filter from this company. It had a leak the second we turned the pump on. The company would not return the filter for a new one because it was Installed. Please do not order from this company. Their customer service is terrible.
This company does not deserve even one star! They are not a reputable company! Their strict return policy should not apply to a defective vacuum that could not be used until our pool installation was completed. We expected it done in October and unfortunately was completed in November. Also it appears that the vacuum we received was used and more than likely returned unbeknown by this company. We cannot afford to basically take this loss of $677.24 and honestly can not believe they expect us to! They did not even offer a replacement! DO NOT PURCHASE FROM IN THE SWIM!! I have now disputed the charge with my credit card company.
I purchased a solar blanket with a 8 year warranty that failed after only two years. They accused me of not taking care of it. I have owned a pool for over thirty years, so I know the blanket needs to be covered or stored when it is not in use. The bubbles came apart in large numbers and the blanket tears really easy. They said my issues were not covered.
This company does not stand by it's products beyond 30 days. If it survives 31 days, they refer you to the manufacturer. I do not recommend this company.
If I could give negative stars, I would! They advertise "new" products at "new" prices but you receive "refurbished" products instead. We ordered a Polaris 380 in 4/2020. It has always been slow and sluggish, but we just chalked it up to lack of manufacturing quality these days. Last week 8/13/2021, we had to remove the body to see if a belt was loose or if an "O" ring was loose and discovered this was a "used, broken" unit. BEWARE, DO NOT WASTE YOUR MONEY!!!!
This is not a valid company it is a scam out of the Philippines. Anyone who purchased from this site and has not received their items may contact the United States attorney generals office and their state attorney general office. For New York : Office of the Attorney General Public Integrity Bureau 28 Liberty Street, 15th Floor New York, NY 10005 Phone: 212-416-8090 United States attorney generals office: The Department may be contacted by phone at the following: Department Comment Line: 202-353-1555. Department of Justice Main Switchboard: 202-514-2000. TTY/ASCII/TDD: 800-877-8339 (or Federal IP Relay Service)
I have been trying to call customer service for a week. All it says is call back during business hours. Have tried all day long for days it only says we are closed call back during business hours. Our pool cover is falling apart like a 2.00 dollar watch. Have been ordering for years have never had one this bad. Sometimes bad but this is awful.......
