"TERRIBLE"

TERRIBLE, TERRIBLE, TERRIBLE! This company does not care about its products or customers. I purchased a pool railing with accessories to attach it. The box was delivered by UPS.
The box was open and severely damaged and the parts were missing . The UPS driver advised me to reject the package. I did so. Instead of sending me a new order, the company cancelled my order and charged a $50.00 restocking fee which is not mentioned when you order. They they refused to cancel the additional parts that were coming later and needed to install the railing. So now we have no railing, missing parts, but we do have $32.00 worth of parts we can't use. I didn't send them back on my own dime because I don't want another restocking fee. I wish I had read these reviews before I ordered from them. The email I got said they couldn't understand how I was out $ 80.00.

"Beware of this company"

Ordered a winter cover. Was charged for the cover and was told it was shipped. When I received the order, the cover was missing. When I called customer service I was told that the cover was backordered and would ship in a week. I told them to just refund me the money -original service rep told me she couldn't, that I would have to refuse the delivery - then she hung up on me when I disagreed. The next rep stated that of course I could receive a refund - she stated their new system would not allow them to charge when shipped, but charges when ordered - even if the item is backordered. I did not receive my refund when she told me, so I started an online chat with a different customer rep - who also stated the same charging policy and that of course I would be refunded and it was being processed. A week later, still no refund. I had to open a case with paypal, my payment method. Still unresolved - no cover, and I'm out of the money.

"useless Companies offer useless warranties"

In 2014 they replaced our solar cover under warranty for the same reasons the replacement was turned down for. The thicker solar cover comes with a 7 year warranty that now ONLY covers the seams. So when you’re losing a hundred little blue dots a day, they blame it on your pool chemistry. How convenient since they don’t live locally for you to even take a sample over to prove them wrong.

You know they’re selling junk when they advertise on their site it takes 10 to 12 days for a warranty person to get back in touch with you. Then they want pictures so there’s another 2 weeks until you hear back from them...so I called them instead...and was turned down on this warranty after 2 seasons of use...less than 12 month use on a 7 year warranty. Shame on them...we are done!

"We bought a solar cover in June 2018"

We bought a solar cover in June 2018. By August 5 the solar cover was disingrating. Blue bubble pieces in the skimmer. This solar cover had a 7 year warranty and In The Swim will not honor the warranty. They claim it’s normal. After 2 months and they will not honor the warranty. Do not buy from In the Swim. Horrible customer service and they do not stand behind there product. Upset and disgusted.

"I purchased a solar cover with an 8…"

I purchased a solar cover with an 8 year warranty. Put it on the pool and within 2 weeks the seem started coming apart. Called customer service and was advised I had to contact them by email to get warranty to take care of it. Automatic email response I should expect a response from them in 3-5 business days. Emailed again on August 7th. On the 8th business day I called customer service and they advised I would hear from them in 2 more business days. It has now been 4 weeks (20 business days) and still no response. Phoned customer service again this time they requested a picture which I sent. They then told me to send a 2ft by 2 ft piece of the cover to them along with $10 and they would send me a replacement. Not sure how a piece of the cover will represent the seem coming apart? This was after being on the line for 30 minutes in which most of the time was spent just sitting there saying nothing. Asked why I would have to send $10 when they sent me a defective product and no good explaination.

Will never do business with them again and wish I would have read these reviews prior.

"I will NEVER purchase another item from…"

I will NEVER purchase another item from In The Swim!! I have purchased two different solar covers from you, the last one being last year. The solar cover is completely disintegrating and after months of going back and forth sending pictures and making calls, of which I've never received a response, I called again today and spoke to Jenae the "supervisor" and was told that a solar cover that is disintegrating in NOT covered under the warranty and there's nothing she could do! This is completely unacceptable and I'll make sure to not only tell everyone that I know about this poor customer service, but I will be going to every possible social media site and advise others not to purchase anything from this company. It was not the cheapest solar cover, I have purchased both the top of the line solar cover and the next one down only to have the same issue.

"Customer service non existant"

Customer service non existant. Ordered a strap kit for my solar cover but the clips don’t hold. I emailed them within two weeks as soon as we installed them. Never got a response. Emailed again after about a month and was told it was too long ago to do anything. Obviously they never read the email chain! Emailed them again when didn’t hear back and was told since it was over a month I would have to send the defective ones back to get a replacement. Seriously? For a $10 item, I paid $10 handling and now I have to pay to return them? I give up. Have bought from them for over 10 years but will never buy from them again.

"Brian Stringer is Incompetant Dont Buy Pool Kits Here"

When I was transferred to Brian Stringer's voicemail, I was greeted with a condescending message ordering people to talk slow and saying, "...I can't call you back if I can't understand your message". I left two slow and clear messages, and he still couldn't call me back with a pool kit price quote.

There are no prices listed on their site. I started trying to get prices 18 days ago! I called 8 times and the inground pool dept never answered the phone. I left 2 messages and sent 2 emails. Brian Stringer called once and emailed once. Both times he promised to email quotes, but never did.

Garbage business practices. I sent a letter to him complaining before I posted this, but he never contacted me.

This company is not trust worthy. I'm glad that I realized this before placing an order.

I believe they also use the name Specialty Pool Products.

"Customer Service helped me with a Shock problem"

I purchased the Super Pool Shock because it had a high percentage of calcium hypochlorite. It turned my pool into an azure blue pasty color pool for two days. I was afraid to get in. Four days later it is clearer but still cloudy. I have never had shock do this to a pool. I called customer service and she asked someone about it and was told this is what their product does to a pool. I didn't believe them until I tried a brand that has not given me trouble. It did the same thing. I appreciate their service

"Bad Company to deal with"

Bad Company to deal with! Never again, I ordered the solar reel $575
waited 10 days and got the tubes but not the end base units just the tubes and the customer rep says its dropped shipped so wait for it I said its been 12 days and she says 14-21 days but in the mean time they were happy to charge my card while I have nothing useful