Company Details

I have ordered my pool chemicals from this company for several years, have always received what I ordered. On the last order I placed with them on 26 Apr 20, I only received a partial order. I called and was told that they would get with Fedex to see what happen to the rest of my order. FedEx did give me a call and said they would look into it. They said if they don’t have the items that I would have to call In the Swiim back and request a refund for the items not received. Hopefully this company will find out what is going on with my order.

Purchase made Sunday, been trying to cancel our order since Monday! Called Monday morning to cancel order after finding the same pool cheaper and was told we cant cancel the order since the pool was already scheduled to ship that afternoon or was on the truck already. We did not receive any shipping confirmation or tracking number. Waited till the following Wednesday for a shipping confirmation to no avail. Called that same morning and was told it has not shipped but was allocated in the warehouse to ship as soon as a truck became available. Now it is Friday after order was placed, no shipping confirmation email whatsoever. Called Friday in the morning to check status on the order and was told again that it was waiting on a truck to be picked up but the freight company told them they would not pick up until they had more products shipping close to our location before picking up. Called the company back that afternoon and requested to cancel the order again, was put on hold for many minutes and then was told since the product was allocated for shipping that the order cannot be canceled. I then requested either a full refund, a refund on shipping cost and was told to hold again, once person came back on the phone, I requested to speak to her supervisor which took awhile to connect with. Supposed supervisor immediately asked me if I was aware that they don't cancel orders. I got heated about that and was hung up on. Called back asked for a refund again and was told this time a refund request would be processed in 24 -72 business hours and after 1-5 business days I'd receive my refund...... I'll be contacting my bank and the BBB.

Free Shipping! Until after you make the purchase...then it's $ 8.99 for handling. Just sneaky...never again will I use these guys.

I placed an order online this morning and before it would place the order it took me back to step 1 and would not proceed. The item was out of my basket - so I added it again and processed my credit card order - once pushed I received Thank you for you order. Went to email - both order were place. Immediately called customer service - was told too late. My emails were 8:46 am (CST) and 8:51 am (CST). I explained this was an error online and there was no way they could not cancel a duplicate. I was on the phone for 34 minutes. The rep worked with a supervisor and I was told - too late had to receive them they were already processed. I could not return the item by policy. THIS WAS ORDERED by mistake - by the website. I was given the $10.99 off for handling and $5 off Chorine for each. Well I did not need to spend the extra money during COVID-19 this amount. I've order this chorine from AMAZON for years - I thought today when I received the SALE on your email that I would see if I could save $ - it was a $5 savings to order from you. I thought $5 would be worth it - I used my BANK card - Debit .....and now I've spent $93.57 MORE to purchase from your site. WORST Customer Service Ever!!!!

I ordered all items to build a pool. Everything shipped but the wall! Now I am being given the run around about getting return labels for a refund on the items that shipped. And fyi...the wall still shows available online! I will never order again!!!!

Scam- didn't have pool that I ordered. Said they couldn't refund because they didn't have a vendor number. Wouldn't let me speak to a manager. Customer service said they didn't care if I filed a fraudulent report. I have to work with my credit card company to get back my $883.

this company will not refund your money. I canceled the order 10 min after placing the order. They shipped it anyway and kept my money. Jerry Kooyers

So, do not buy from here. Submitted an order, and tried to cancel (before it was processed or shipped).. Basically they said "we don't accept returns" - How is it a return if the order has not been processed, and the item hasn't been packed and shipped. Terrible customer service, go elsewhere if you are looking for a company that treats their customers well. Anyway, it is not a return if I never accept delivery. Quick note as well, talk to your credit card company. They understand that it is not a "return" and there is a good chance they will do a chargeback.

Beware!!! The product I received was opened and it was used. Hard to believe they would send that out. No customer service to follow up on. They left a "fake" message under my complaint saying "they sent me an email to resolve issue" Not True....no email from them.

Ordered the Hayward Salt and Swim Generator but was shipped the Replacement Cell instead. I chatted with a couple of reps on their website and was assured that it was everything that I needed to convert pool from Chlorine to Salt. The listing is under Equipment > Chlorine Generator > Inground Generators > Hayward Salt & Swim 3c Salt Chlorine Generator for $289. Got shipped the replacement Cell instead. This is the very definition of "Bait and Switch."

I placed an order for chlorine and it said: "Congratulations, you qualify for Free Shipping & Handling on orders of $75 or more. Well, guess what my order was $199.99 + tax. When the order finalized it had added a $10.99 Handling fee along with the tax of $13.19. So no it was not "free handling fee". BAIT AND SWITCH I will be calling the company and the BBB to report this scam.

Just wanted to share that if you ever have a return for In The Swim, they rip you off. Please be careful what you purchase. I purchased some pool clips and they were the wrong thing. I paid $1.40 a clip and purchased 40 for a total of $56. They credited my $16.85 saying something that I purchased in a package deal and that is all the clips were worth. They just lost a customer and I have purchased EVERYTHING for my pool from them for the past several years. NEVER AGAIN!!!!

They say its free shipping but then they charge you $10 for "handling". The products seem to be good though, its just the deceptive advertising which is hard to get past.

Company does not stand behind their products or their manufacturer warranties. I purchased a pool winter cover that came with a 15 YEAR WARRANTY. After 6 years it now has large and small tears in 3 different locations. After calling up about this, the best the said they could do was offer me 15% off a new one. I've conducted $1000s of dollars worth of business with this website, literally, and this is how they treat customers? They will never sees penny from me again.

I bought a leaf net cover for my in ground pool when I received it it was ripped they made me pay 30 dollars shipping to return it then they sent it back to me because it had a little debris on it from opening it so I’m stuck with 85 dollar net plus 30 for shipping I think that’s a crappy way to do business would not recommend them to anyone thats the second time I’ve been burnt by them it won’t happen again

Purchased the Ultimate Cover Tubes and did not use them right away. Went to close my pool today and these tubes are garbage. The seams were never correctly sealed. Potentially a manufacturer defect from the start. I called InTheSwim customer service and was advised the warranty on them was 30 days. Further told contact the manufacturer and that I should have inspected them when they arrived, not when I needed to use them. As a customer of InTheSwim for many years, I am no longer. Their customer service said the best she could do was “sorry”, then she hung up. As much as you pay for these, they should hold water when first used. For any customers reading this, be forewarned when buying these. Regardless of when you are going to use them, according to InTheSwim you need to fill them with water right away or you have no recourse if they fail. I wish I could upload a picture of how crappy the seals are on these bags. I will shop elsewhere in the future. Bad on you InTheSwim. Update: So InTheSwim offers to provide $5 off of a $50 order to make $30 worth of defective product better. This offer of a percentage off further purchases is a literal slap in the face to the customer. How about offering replacements for defective product and holding your manufacturer accountable. The other reviews citing issues with the water bags should be a clue the product you represent has problems. Like I got from your customer service, I'm sorry InTheSwim. No longer dealing with you.

If you don't have to deal with any of the customer service people then it's fine because their prices are good and the products are good. If you have to actually call and speak to someone, the service is abysmal. These people literally act like you are interrupting their day by expecting them to actually do their job. I placed an order over the phone and had bad service but thought it was just a fluke. Called again today and got someone equally rude who at 10:00 told me there was no one in the office to answer my question and that he did not know when anyone would be in the office. There are other pool supply companies so I think that I'll start doing business with them.

I sent an email to Dr. Swim & got a fast response & fixed my pool. I rely on their site for all of my pool needs. I've run a community pool of 365,000 gallons but running a pool at home is completely different. Thank you "in the swim" for constantly posting articles to help pool owners!

In the,Swim is Great! Terrific selection, reasonable prices, fast shipping and fantastic customer service!

Item arrived promptly as described. We cut it down for our round spa and when the sun shines (about half of a summer day) it warms the water 5 to 10 degrees.