In The Swim Reviews

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.

In the swim blocked me on Twitter; a customer trying to resolve a warranty case. They requested I send them a DM with all my info and they would fwd it to their logistics team... 6 days ago. I sent them another DM telling them I haven't heard from either warranty or logistics. They didn't reply, but they blocked me. I've been trying to deal with this issue of my liner shrinking in less than a year since 5/20/21. I've sent pictures, explanation to *******@intheswim.com and I have heard nothing. This comment will probably be deleted along with other customer complaints.

I have been doing business with In The Swim for several years. They have descent products and ship fairly quickly. They charge handling fees as well as shipping. My problem is you can't login to your account. You keep getting messages about technical difficulties. I have tried password resets and even chatting with them. If they can't keep a simple account login working, can I trust them to keep my account and payment information safe. They keep telling me to login as a guest. If I wanted to login as a guest, I would never set up an account to start with.

I've had the same experience as most people here. I've been on the phone 20 minutes at a time for the last 4 days talking to some offshore call center. For two items that should have been $225, I was charged over $350. Nothing has shipped, but I was lied to about when it would ship, finally talked to a supervisor who admits they don't know when it might ship. And no, we can't refund the overcharge until after the item ships. It's a complete scam. Every day I get a lower number for the order total, but the bottom line is I've been overcharged, lied to, and I have nothing. Will probably need to dispute the cahrges and file a complaint with the FTC. And yes, this used to be a good company that we dealt with for over 10 years with no problem. Now, just an off shore scam.

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.

Long time customer of 25 years. I'm done with this company. Not the same it use to be. Nothing ships quickly. They just tell you it's waiting to get picked up by the carrier for days or weeks. They don't care. English second language customer service reps who you can't really understand anyways. I'll never order from them again.

Ordered two pool covers in September; one was a floating cover for safety of my small dog and the other was a mesh cover that lets water through but catches leaves. I never even got an order confirmation from them but received my order timely. However, it was missing the water bags that were supposed to come with the mesh cover. I called and spoke with Customer Service who researched my order, apologized for the mistake and told me that I would receive the water bags in about a week. They never came. Extremely disappointed, I contacted them again in mid November (after having to close my pool without the bags using ropes to tie the mesh cover down) and this time was totally lied to. The agent told me that he could not find my order, which I could not anymore either, and then after I sent him a photo of my shipping label off the box suddenly decided that the cover I ordered did NOT come with the water bags even though another agent had previously told me that it was a mistake and they would be sent. Evidently, someone was lying and I do know what I ordered. I did hours of research about what I wanted before I ordered. TOTALLY FEEL RIPPED OFF!

Ordered two pool covers in September; one was a floating cover for safety of my small dog and the other was a mesh cover that lets water through but catches leaves. I never even got an order confirmation from them but received my order timely. However, it was missing the water bags that were supposed to come with the mesh cover. I called and spoke with Customer Service who researched my order, apologized for the mistake and told me that I would receive the water bags in about a week. They never came. Extremely disappointed, I contacted them again in mid November (after having to close my pool without the bags using ropes to tie the mesh cover down) and this time was totally lied to. The agent told me that he could not find my order, which I could not anymore either, and then after I sent him a photo of my shipping label off the box suddenly decided that the cover I ordered did NOT come with the water bags even though another agent had previously told me that it was a mistake and they would be sent. Evidently, someone was lying and I do know what I ordered. I did hours of research about what I wanted before I ordered. TOTALLY FEEL RIPPED OFF!!

Impossible to get anything corrected or changed with this company, they just yes you to death. I feel sorry for customers that have a problem and try to get something adjusted good luck if you take at least a year.

DON'T BUY ANYTHING HERE. Their Customer Service stinks. I should have looked for these ratings before I tried to purchase some simple pool items. There are better options online and in stores.

The first time I called to order a couple pool closing products I was hung up on. Called back and it literally took 45 to place an order for shock and chlorine tabs. The rep was endlessly confused by "the new order system". I was actually told that I was the first customer that they were testing it out on. I had a catalog discount code which she could not figure out how to apply. There were long five minute silences while she did god knows what. She eventually ordered it for me but managed to charge me an additional $50 that could not be explained. Finally after 35 minutes I asked for a supervisor who was able to navigate the system and actually place my order. This was six days ago. As of today the order has not shipped. When I called to check on it all they could say was that the products had been "allocated". They suggested that I call back in a few days to see if anything changes. I sure hope upper management fixes this before the entire operation tanks, not sure what the hell happened to what was once a fairly straight forward place to get your pool supplies.

We ordered and received pool cover that was suppose to be extra heavy duty 12 mil. It was no better than 4 mil and light duty. Customer service was not good they told us we could return it no problem we pay shipping. Never again will we do business with them and usually need pool covering every couple years. It's suppose to be 7 year warranty but we all know that isn't going to happen. Terrible company.