Company Details

Purchased a ladder that arrived to us like it was kicked to us from Chicago. Box was comprised and missing parts and partially damaged poles. No biggie, we aren't new to damages caused in delivery. Called and worked with a very pleasant customer service rep. Was expecting new ladder to be sent. Four days later, FedEx picked up the damaged ladder but no delivery of the new one. The next day we called and was told they wouldn't send the new ladder until they received the 1st back. I spoke extensively with the very polite customer service person who insisted it was their policy and that her manager both wouldn't make an exception and couldn't make time to discuss it with me as they were too constrained by covid-19 related work issues. After politely speaking with this team for nearly an hour, they agreed to ship the replacement immediately and that I would have it by the weekend to install. Weekend came and went...called back to find out it was now on back order and that the recovery date, which was 2 weeks out from shipping, might not be accurate...due to covid-19. They charged my credit card 3+ weeks prior, I had no product, they were only providing me "updates" when I called them, and now my product wasn't likely going to get to me for several more weeks. I tell the woman that we will cancel and buy elsewhere. She informs me that they will cancel the order but it will take 10 days to 2 weeks to process the cancellation and refund my credit card ....due to covid-19 (of course). It seems the only thing this group can do correctly and promptly during this pandemic is process their customers payments. All other customer service activities are suffering due to covid-19. Total joke, bought my ladder at Home Depot. Never use this group again.

So, I go online and im going to place an order, it won't let me use the 10% code I have for having over $150 in my cart, I call 5 times to get it figured out. on the phone with one guy for 50 mins (he was nice but had no clue). They don't know why its not working, so I have to order over the phone, I place the order and they "forget' to add the 10%. So they say they will refund me the 10 %. A few days later I don't get my items I call and im told it was stuck in the system they will release it now. They can't tell me why it was stuck. A few days later I chat with them and im told oh well we don't have it and its being sent to us, you will have it in a few days. A few days goes by I call and Im told , well its been on back order and we wont receive it for 3 weeks and then we will ship it to you. WHAT? Also out of the 7-8 employees I have spoken with all but 3 were RUDE and NASTY! I ordered on May 25th its now June 5th. The oder shows on line shipped the lady says no I don't know why they would add that. Finally I canceled my order today. If there were issues with the order don't you think you could or should contact the customer????THIS PLACE IS THE WORST AND SO ARE THE EMPLOYEES I WILL NEVER ORDER FROM THERE AGAIN AND PLEASE YOU DON'T EITHER!!!!! Im Also contacting the BBB of Chicago!!! I aint Scurrrred!

I have had a horrible experience. I cancelled an order 2 weeks ago. I have yet to receive refund. I called again on June 2 and was told it had been processed and would only take 3-5 days to show up on card. It had already been 2 weeks since cancelling order. Still no refund so I call on June 5. I was told at this time the process had started June 2 and it took a couple of hours to be processed, but had yet to be processed that I should just wait for it to show on my card. I called in the same day and was told that it had bee processed and should be on my card tomorrow, after being told it hadn't even been processed and I would receive an email saying it had been refunded. No email, and no money. I was actually cut short and hung up on. I then called and spoke with a lady name Nita who was very kind and helped me out so thank you Nita for being the light.

Do not. Repeat. Do not ever buy anything from In The Swim. I ordered a safety gate and the frame for the gate was square but the gate was round. Hardware would not mount to the round gate. Tried 6-7 times to get this resolved. they said it was something I was doing wrong and wanted me to reach out to the manufacturer of the gate. I finally emailed the manufacturer and they responded in 24 hrs. They told me they didn't even make a round gate and that In The Swim must have sent me the wrong gate. As of today I still have no gate. Stay Away from this company.

Order B103446998. Was ordered on May 3rd. In The Swim erroneously shipped to Chicago instead of California. Was promised a replacement in 2 to 4 days. Now, the replacement is supposed to arrive on June 3rd. That's 31 days after the original order! Repeated e-mail requests for partial refund have gone unanswered. This company just doesn't care about customers. Shop elsewhere!

My grandparents own an above ground pool that my mom purchased a cover for in September. She ended up buying the more expensive one because she was told it came with a full warranty for somewhere around 4 or 5 years (I forget the exact number). This year when we went to get the pool ready for the summer, the cover had a ton of holes in it so I took pictures and sent them to their customer service email. Then the story gets changed...the full warranty doesn’t cover damages due to Mother Nature (wind, rain, etc.) First of all how can you claim a full warranty when it isn’t? Second, we were never given this information when we ordered. And lastly, who needs a pool cover that can’t withstand the elements of Mother Nature? I don’t think many people are putting covers on their indoor pools... Anyways after some back and forth, they won’t honor anything other than 15% off our next purchase. TAKE YOUR BUSINESS ELSEWHERE. They don’t stand by their products. They don’t care about the customer. We had this cover on for one winter! And all of the tears are where the “eyelets” are in the cover to help you secure it, sounds like a manufacturer’s defect to me! Wishing we would have read all these horrible reviews first.

We dealt with this company for 13 years and loved the service. This year we ordered a bucket of chlorine and it shipped to a different state. Then we had 4 customer service representatives LIE to us and tell us they were sending out another bucket to us. Their supervisor is a freaking pansie and made the reps take are off this mess instead of owning up to it! Lost a good customer!!!!!!

Worst customer service. I ordered a mat for under my pool stairs. They sent me a spa filter. I called and requested that they expedite the mat to me, and I would gladly return the filter to them. They insisted that I had to wait 48 hours to get the fed ex return label and after they received the filter back they would send me the mat. I said that was unacceptable. They assured me a supervisor would call back in 2-3 hours. After 4 hours I called again. Went thru the whole story again. They said a supervisor would call me that day after 5. Of course there was no call. Next day I spent 30 minutes online trying to cancel my order and getting the fed ex return slip to return the filter. They finally agreed to that, but said it will take 10 days to process my refund. Guess it will take me 10 days to send that filter back!

After reading all the bad reviews, I was a little worried about purchasing from this company! I decided to order anyways since the pool supply stores are closed or by appointment only due to the covid-19. I ordered 2 different time in the past month. Both my purchases were here within 3 days and exactly what I had ordered! Thank you!

Awful experience. Purchased a heater from this company May 1 for 4388.00. They emailed us on May 14 and said they could not fulfill the order. We had to constantly call them for a refund and finally on June 1, they refunded. They kept our for 30 days. I found the same heater from another supplier and had it delivered in 1 week. Shop elsewhere.

Ordered black algaecide by mistake. Never out of the box,would not let me return it. It is obvious this company does not care about their customers! Look at all the bad reviews. Will never buy here again! Mark B.

Horrible company. I ordered a pool and it was out of stock. 4 weeks later, and they WILL NOT give me my money back. This is going to be a bad court fight. $400.00 in these times is a lot for me. I’ve been waiting over a month. Please people. If you want pool stuff, NEVER, EVER order from them. The are thrives & will just take your money. Horrible, HORRIBLE place. DONT DO BUSINESS WITH THIS COMPANY!!!!!!!!!

Purchased pool ladder with pool mat, only received pool mat. Contacted seller they responded that pool ladder was backordered and would be another week, I agreed to wait and did not want to cancel order. No communication from seller, contacted again now another ship date of additional 2 weeks later, said I wanted to wait for product. Order was cancelled without my permission. I contacted company again and was told I could contact them and reorder once they received them in stock. I completely understand the delays due to covid-19, but this company's poor customer service and communication had nothing to do with the virus. I had to constantly reach out to the company & didn't answer complete questions,cancelled orders without permission & no communication on their end. Wouldn't recommend seller

Spoke to an agent who helped me purchase a pool online. The pool was expensive and I bought everything else needed for the pool....liner, filter, pump, etc. I was told by the rep that we would receive the pool within 10-14 business days. After two weeks I called after I received an email stating our order was “processing”. The rep told me that our pool was on back order for 6 weeks. By that time summer is over. I was very disappointed with this company as the first rep never told me anything was on back order. They said I will receive my refund so we shall see.

Sent WRONG item, had to get supervisor who said would fix the problem, then said higher ups said what we agreed to was not acceptable. Took 3 weeks until finally I just returned wrong item for refund and bought somewhere else!

Worst experience ever! We ordered, had confirmation and were billed for a pool and it was then cancelled with no notification! No one from management or customer service will return our calls!

Never again will I do business with In The Swim! They accidently sent me 16 gallons of swimming pool paint when I had ordered only 8 gallons. Then, of course, they refused to take the paint back and reimburse me for the 8 gallons I could not use. No amount of calling or emailing got any results. In fact, it seemed that 24 hours a day, they were "experiencing a heavier-than-usual number of calls." After 15 minutes of waiting on the line, a recording came on saying to leave a message and they would get back to me within 24 hours. They NEVER got back to me! Don't do business with this company. Do business locally so you can deal with someone face-to-face.

SCAMMMMMMMM

I wish I could give this company 0!! The most horrible experience EVER!!

One of the WORST store to purchase any item. - You cant reach out to the customer service. - No timeline given after we place the order.