InTheSwim

Purchased an item by mistake, company could care less, zero help, zero assistance, just a tough luck

We've spent thousands here over the years, you would think the customer service team would care a little and try and help with a mistaken purchase, return or a credit toward the correct item, nope, they don't even read the messages and answer the questions or need of customers, very disappointing

UPDATE: I was contacted by the Voice of the Customer department and offered a replacement after sharing my experience in a customer service survey (and a few places online). Much happier now with the customer service than I was before.

Purchased Black/Blue cover in May and less than 4 months later, the bubbles are falling off in straight lines. We think based on the spacing, that the lines are where it was folded for shipping. We roll the cover off to swim and store in the shade. In the Swim is claiming chemical damage. I disagree. The pool is tested every other day and it is hard to keep enough chlorine in the New Mexico Sun. Ph has been right all summer.

They use this warranty as a selling point, but won't honor when it is needed.

Was sent an advertisement for 3" chlorine tablets in April at a good price so I purchased them to have the stock when my current supply was finished, Opened the container today and most of the tablets were broken or damaged. Called customer service and was told that they cannot accept returns after 4 months. I can"t believe they expect you you to open and inspect chlorine before you need to use it. Do not buy chemicals from them if you are not ready to use them immediately. I will pay a few dollars more and buy from my previous supplier.

I purchased a Hayward 3620 DE filter from them via Amazon on May 10,2023. It worked fine until July 10th when one of the seams on the fabric developed a 1.5 inch hole. This allowed the DE to return to my pool.

I've been a long time customer and spent over $1000 for the filter and they refused to either replace or refund me.

I'm no longer going to give them my business as they haven't earned it.

Horrible customer service! Sent defective product, then sent a replacement, also defective! Then I have to box all contents of hot tub up and take to Fed Ex mind you this product weighs a ton…. Won't do a prepaid d label for them to pick it up! I had a party planned with hot tub that I now have to postpone as I don't have $800 dollars to purchase a new one. God only knows he w and when I will be able to resolve this!

I ordered a pool pump will be delivered in Three days, never happened after numerous lies and delays will be 7 to 10 days. Simply do yourself a favor don't buy anything for this unreliable, and deceiving company one lie after another was all I received, along with False advertising! What a joke! If I could give neg star I would!

I would not purchase anything from this company. I did purchase a component for my pool heater to convert it from gas to propane. My plumber was busy, like most contractors today, so I had to wait for him. When he told me to make sure the city would approve a propane heater I called and the Fire Dept. told me, I could not use propane, so the part I bought but never installed was of no use. I called to ask if I could send it back and pay for postage and a restocking charge and just get store credit, not a refund and In the Swim told me NO WAY, under any circumstance, since it was past 30 days, so I don't recommend this company.

This company does not honor their warranty. We purchased a solar pool cover in March, 2022. The cover was more expensive than similar products, but given the warranty we felt it would be worth the added cost.

After just one year, the cover began to deteriorate. The plastic bubble material began to fall apart and the pool and filter were cluttered with debris. At the same time, the seams began to fail. This points to poor manufacturing and fabrication.

In-The-Swim responded to our claim stating that these defects were outside the scope of their warranty and offered a small discount (15%) if we were to purchase a replacement. Suffice it to say, we weren't buying it.

AVOID this company.

Don't do business with this company! Made an order was sent wrong product. Called customer service and the only thing they were worried about was sending the wrong thing back, they could have cared less about getting me my correct order. Took almost another week to get correct order. Too many options out there to do business with a company that could care less about the customer.

Ordered a 50# pail of 3" chlorine tabs September 6,2022. Pool season ended early so didn't open the pail until May 6,2023. Filled the new chlorinator and in 5 days none of the tablets dissolved. Chlorinator was checked out and working as designed. Put a 3" tablet in a skimmer and in 48 hours at least 80% of it hadn't dissolved. Obviously the tabs were compressed too hard during manufacturing resulting in failed dissolution. Called InTheSwim with a total runaround. It's been more than 30 days since the order so no warranty. Every excuse imaginable was proposed by the "customer service agent". At most they will provide a $20 discount on a future order. I've ordered many items from InTheSwim; however never again.

I am surprised to see other negative reviews here - I hope things are maybe changing at In The Swim. FWIW, I bought a new Hayward Sand Filter from them, a 24" model taking 300 lbs of sand, and was very disappointed to see that the stand/support with the unit arrived with a crack. I called In The Swim at 7:00 on a Friday, and a real human answered. I had to supply the replacement part number myself after looking on their site during the call, but to my surprise and delight, a replacement was send and arrived in fine condition six days later. I am extremely pleased that In The Swim offered this replacement after a 20 minute phone call with little fanfare. If they're reading this, guys, keep it up. I'll stick with you until you prove otherwise I shouldn't. Other folks will hopefully take some encouragement from this review. YMMV of course, but I'm very pleased. Thanks!

I received the sand I ordered but took a week. I ordered two other items at around midnight. Got email conforming order. Next morning I called to cancel order because discovered it wasn't what I needed. I called at 7:56 am mountain time zone in America! It was closed told me call back. I called back at 8:02 on hold for approximately 9 minutes to cancel. While on the phone with a woman from the Philippines, she told me that is where she was at, my order suddenly was shipped. Surprise surprise…actually shipped as we spoke!
Customer support service is extremely poor because you cannot understand them clearly. Just how ironic my order to SHIPPED while on the phone canceling it, coincidence maybe you be the judge. The order can't be returned because it's chemicals! Aren't they fortunate that the order shipped as I was on the phone canceling it, my goodness! Now because of such poor customer service I will not ever purchase from them again! Lesson learned!

I received the 16 mil solar cover in March 2021 and it did a great job… for one season. Many of the bubbles fell off and would constantly be found floating in the pool instead of doing their intended job. This item has a stated 8 year warranty but they refuse to cover "bubble damage". I'm confused… isn't the cover pretty much nothing but bubbles? Their response was that I could buy another one for 15% off.

Horrible customer service that just keeps putting you off until you give up. I bought a generic T-15 salt cell from them a little under a year ago and it went bad. When I bought the cell I asked how I registered for the 1 year warranty and In the Swim said that the serial number and date of purchase was entered into my customer account and all I would need to do is call them if I had a problem. Well, when I called they miraculously could not find any sales info in my account, even though I've probably placed 20 or more orders with them in the past! When I tried to pull up my online account info, their site said they had technical problems. When I called again, and explained I had a dated payment receipt they said their warranty department was processing my request but could not say when they would get back to me. Almost 2 weeks later and still no word or update. Obviously, they are not going to honor their warranty and they have lost a long time customer.

Horrible customer service! Last time I order anything from them.
I ordered a filter motor for $758 + tax.
It was never shipped. When I called customer service to ask where it was, they canceled the order.
I called again and asked to speak with a supervisor. They would not put one on the phone.
Then they lied and told me the item would be expedited. It wasn't.
Plus customer service is located outside the country. Couldn't understand the reps.

Buyers beware. This is the worst online company to do business with, false advertising, send out catalogs with $10 off purchase over $50, dont want to honor it. Holiday catalog with lots of good prices on products that they dont have. Bait and Switch,,,, took me 45 minutes just to place and order, and when I got the email stating my cost they charged me full price without any discounts. I will never order from them again. Your phone call goes to another country where they know nothing about whats going on.
Save your self some grief and dont shop at the in the swim company.

I was a loyal customer of intheswim.com since 2007. They were always cheaper than the local pool stores, offered regular discounts to regular customers and I always bought my pool chemicals from them. You might as well not bother trying any discount code. I regularly get emails & flyers in the mail advertising percent off discounts. However, every time I have tried recently the codes never apply to chemicals. They also never specifically never list discount exclusions on emails, printed mail, or online. It simply states "*discount does not apply on selected objects" pretty vague so of course it never applies to any chemical. I can now buy cheaper locally even with taxes.