Company Details

This has been the worst experience I’ve ever had with a purchase The customer service makes me sick to stomach They must think we are all stupid I was on hold for almost 2 hrs in total with no response and was hung up on They need to be shut down !!!

Before I purchased a pool, I inquired about the availabilities before I purchased.A rep informed me that there was, and I can order. Less than A week later I got an email saying it was cancelled. Spoke to the Patrick, he stated He didnt know why they sent me an email, but they were out of pools, and holding my money until the manufacturer send them pools. He cancelled my ordered, and I had no idea (because I didnt get an email) even after I stated I would wait for them to get shipments, and mislead me. Then I spoke to Kevin, who was no help and very nasty. These reps are not on the same pages, Intheswim is taking consumers money, without details, nor shipping their products. DO NOT BUY FROM THEM.

Rating is void sorriest company in the swim that I have ever gotten a hold of talk about getting screwed!!sent wrong product would not return or send another product of equal value wanted to give me $30.00 for $144.00 purchase! I now have 2 - 50 lb. bags of baking soda instead of 2- 50 lbs. of granulated chlorine. They are by far the sorriest customer Service the most underhanded people I have ever dealt with..I am contacting Better Business Bureau and my personal credit card company!!! Sorry Underhanded People..Do Not Do Business With In The Swim West Chicago, Illinois...this is not a joke beware. Sandra Bernhardt Piedmont, Oklahoma (405) 373-1395....Sorry People...Want to say something else!!!!!

I am only writing this because I find it appalling that they keep erasing my review off of their website. I bought a pool liner from them (which is not cheap), and within 2 years it had so many holes in it that I had to completely take it out. When I initially called they said they would give me 50% off of a new one, however when I actually tried to buy a new one they would not honor the 50% off. So I went elsewhere. My biggest problem is that they keep erasing my review of the pool liner off their page. That is just dishonest! People rely on reviews when paying large amounts of money for things!

I placed an order for a simple pool net over 10 days ago. On the website it states "Your products should arrive in 3-5 days or sooner". I called today and my item has not even shipped yet. I asked for them to cancel my order and refund me they said they could not because my item had been processed. They could not tell me when my item will be shipped give me a tracking number or anything. Will never purchase from them again!

Ordered a pool and some accessories. Pool showed in stock but said 2 week delivery time. Well a week later the accessories show up and then suddenly they send me an email stating they are cancelling my order for the pool because they don't have it. Seems like a scam to me to get customers to order and quickly ship out the accessories and not deliver them a pool. What am I supposed to do with the accessories with no pool. Can't get a hold of anyone in customer service. Just listen to all the other reviews and stay away from this company

The absolute worst customer service! I ordered from Amazon under their store yesterday 5/15/2020 at 10am. I realized I ordered the wrong stuff this Sunday, 5/18/20 within minutes. I sent 2 emails immediately when I realized it was incorrect requesting a cancellation. They sent an email today stating they would not cancel the order. I checked shipping status, it had not been shipped yet. I pleaded not to waste my money and ship it. The shipped it 5 hours later today. Why would they do this? Just poor and nasty customer service PLUS would not reply to me. I chatted with Amazon and told them what happened and how this ruins customer service for Amazon and this company.

Horrible, Horrible, Horrible Quite possibly the worst customer service I have ever dealt with. Ordered a pool with touted 1-Day Shipping on 4/29. Realized I had heard nothing about it after that, so live chatted with them. Assured it would be shipped within 8-10 days of processing, that it was in stock, etc. Two phone calls, 3 chats and a promised date of 5/22 later (I have the screenshots and all), I was informed that it was on backorder 4-6 weeks. Yeah, tell me that a week ago and I could've made plans. Now we're screwed. Thanks for ruining my summer, my kids' summer, everything. You are the worst.

I purchased a pool that was showing in stock and after 7 days of being patient due to Covid 19 I started to get concerned that it had not shipped. On day 8, I received an email stating the pool was on back order and there was no estimated time that it would be shipped to me. I then called and spoke to Stephanie which was very cordial. I requested my order to be canceled and a refund. She stated she submitted my request and would receive an email within 24-48 hours. I also sent an email requesting same. As of today, I still have not received an email or refund. I’m very disappointed in this company an will never purchase from them again! I wish I would have read the reviews before I made my mistake.

I ordered a pool vacuum 3-weeks ago. I was shipped a bucket of chlorine tablets. I notified in the swim of the error that day and told them I would return the tablets but wanted a return shipping label to do so. The asked for pictures of the bucket, pictures of the box. (?) It is now Wednesday, they still have not sent a return label, shipped my vacuum, nor refunded my money. This is a terrible company to do business with, and apparently I'm not the only customer they shipped the wrong item to. Take your pool maintenance business elsewhere because In The Swim has no idea what customer service is!

If I could rate 'zero stars' I would. I ordered a pool cover on sat, april 25, online. They charged my credit card at that time. I called on Monday the 27th to get a status (or tracking number) and was told that it hadn't shipped yet, but will today, This started a process of 7 more phone calls over the next 2 + weeks. I kept hearing that it was about to ship etc. but it never did. I finally cancelled the order on 5/4, when I was told that it was actually being dropshipped from their vender, and it was also on backorder. No one could tell me that before? As of today, May 13th, I've not received my credit. I just called them again, and they told me that it was being processed. I had the person on the phone with me send to me an email stating that. So...we will see. I will NEVER do business with this company again. I understand that these are difficult times, but don't lie to me about the status etc. If you don't know, then say that. Pitiful organization.

Good luck. I ordered a "pool kit" from them and only received a liner, pool pump and filter. No pool. I was told I could return them at my own expense and I'm still waiting on my refund for the pool itself because now it's out of stock.

Placed my order on April 4th. Received 1/3 of my order on the 11th. Called on the 14th, 27, and 30th and every time they said they would be shipping my missing items. I called back on May 10th and my missing item still haven’t shipped. On April 30th, I left a message with a manager about my situation and he never returned my phone call. The young girl who fielded my call on 5/10/2020, sent an email to one of her managers requesting me a refund for my missing items, and to have the manager call me back when my request is received. BUYER BEWARE !! The warehouse packaging the orders are being negligent in making sure your order is correct. They are producing shipping labels based on the items shipping weight given to them in their data base, NOT what their actually placing in the BOX than weighing on the scale. This is making it look like their shipping all your items but they are not. When you call In The Swim back to report your missing items, they are using the shipping weight on your shipping label to say they shipped your whole order. The customer support people you’re speaking with on the phone, are notifying management of the issue, but management is not correcting the problem. DO NOT TRUST THIS COMPANY WITH BUSINESS!! I’ve been ordering from IN THE SWIM for several years and never had a problem with my orders. But the IN THE SWIM YOUR DOING BUSINESS WITH TODAY, IS NOT THE SAME COMPANY YOUR USE TO DOING BUSINESS WITH.

I used to like them. Last two order where disasters, Item came from 3 warehouses all late, Chlorine promised 1 day delivery has yet to ship 6 days later, Customer service is useless say expect it in 3 days and refuses to cancel order.

Update- After talking with customer service, everything was straightened out pretty much hassle free. So changing from 1 star to 4 stars. Not 5 since the order was messed up by them, but they fixed it. Kudos to the customer service folks who helped me out. - Placed an order for chlorine, de powder, and startup kit. Received emails saying they had shipped separately with 3 tracking numbers. Received 1 box first and it contained a robotic vacuum that I didn't order and has an address in NJ on the label but 1 of my tracking numbers. It was supposed to be the chlorine. Huh? I live in MD. Other items arrived correctly next day, and chlorine arrived 2 weeks later after a phone call.

So I placed an order last night for a $250 pool vacuum and chose paypal as the payment method. I paid on the paypal site and it redirected back to In the Swim. At which point the page crashed and I never received an order confirmation. I called them last night and they said their paypal system was "messed up" and that I would need to open a resolution with paypal to get my money back. So the order did not even complete, I am out $250 for two weeks until the resolution investigation is complete over at paypal, and despite 5-6 calls to In The Swim including to "managers" the best I could get was "sorry, good luck figuring out how to get your money back from paypal, call us when you are ready to place an order again." Again??? Also, their call center appears to be a remote contractor, not the actual company. I sincerely regret trying to save $10 by using this company vs Dohenny's or Amazon. Judging by the sheer volume of complaints on trust pilot and Better Business Bureau I am not alone. Accept your fate and wait to deal with a reputable company. In the Swim simply is not that.

THE WORST CUSTOMER SERVICE EVER. Stay away. They take your orders but they don’t have the products it says one-day shipping it’s two weeks and I have nothing. They don’t call you back and the customer service is terrible. Buy locally

I swore this company off last pool season, due to their deceptive business practices. Unfortunately I needed chlorine for my opening this season, and since the Covid-19 pandemic this is the only outfit around. Well I ordered a week ago and sure to fashion their 1 day shipping has turned into 9 days. My package went from North Carolina to the Florida Keys. Mind you I live in New Jersey. Called customer service and got nothing but the same old hassle from them. Once again I’ll never order from this scam of a company again!!

Terrible. They sell us a pool and all the accessories stating it was instock only to send us all the pool accessories and state that the pool is on back order for three months. DO NOT DO BUSINESS WITH THIS PLACE. LIARS AND CHEATS!!

I too have bought from this company many times in the past. On 4/5/20 placed an order and only received 1/3 of it. On 4/11/2020, i called to notify them that i did not received my whole order. They made me take pictures of my shipping box and refused to believe they messed up on my order. After going round and round they finally agreed to ship my missing items. Its now 4/30/2020, and i have yet recieved my order. They want to use short staffing over the recent pandemic as an excuse for shipping delays, but don't want to admit that they made a mistake on my order because of the same reasons. DO NOT BUY FROM THEM! START SUPPORTING YOUR LOCAL POOL STORE AGAIN. The small amount of money you may possible save is better spent supporting your local economy. These guys should be reported to the Better Business Bureau and face charges for theft by deception and mail fraud