"DO NOT BUY from In the Swim"

DO NOT BUY from In the Swim, if you have any issues with your product or need to return anything - forget it!!!! Really bad customer service. I bought a pool cleaner from them in April but since I live in MN, I didn't get pool ready until Memorial Day. Well, I ended up not even opening the box to use this product and would of liked to return the UNOPENED product but the pool nazi's at In the Swim won't accept my return or even give me store credit?? "NO RETURN FOR YOU!!" Plenty of other companies out there that have put customers first. Seems like they're in the United Airline crowd when it comes to helping and getting issues fixed...

"Customer Beware!"

Customer Beware!! Tried to place an order online. Item was clearly marked one - day shipping, for my area. But I could not get it to show on my order.
Did online chat, and I took pictures and sent them showing it was clearly marked. The chat person was unable to help and said I needed to call customer service for help. Supervisor was no help. She just claimed it was a mistake. I am sorry, I own a mail order business and if I have something clearly marked online and it is wrong, I still honor it for that person. But I would make sure it was changed online. It is still up!!

"Ordered a liner"

Ordered a liner. Had a defect. Ordered another liner because we didn't want to wait for warranty process. They gave us the run around on the return. One lady said just send some photos and do trouble shooting steps. Followed her instructions. Received no reply let alone a refund. So we essentially bought a 1500 dollar (between both liners and 2 pools worth of water) for a cheap liner. Next lady said you have to go through manufacturer since it's been more than 30 days when I called back. I said I started this within 30 then she said well we don't warranty them at all its the manufacturer. Funny how stories change within minutes.

"They advertise free shipping but charge …"

They advertise free shipping but charge a large handling fee ($10 on a $50 order). It wasn't stated on their site until I clicked over to Paypal and noticed the charge was too high. Very deceptive. You can get their branded product at Amazon with Prime shipping.

"Free shipping but they add a handling …"

Free shipping but they add a handling fee at the last moment without making it clear? I find it deceptive. Won't be ordering here again.

"Crappy Warranty policies on expensive items."

I purchased a solar pool cover for a large pool and paid hundreds of dollars for it. When they were selling me the product they told me that it was covered for 7 years against any wear and tear. In other words, it should last me 7 years. After less than two years the cover started to fall apart in the different parts of the cover. Mind you the damage to the cover was in different parts of the cover not just one area. I contacted Intheswim via phone and was told that they would replace it for free but needed photos. I sent them an email with photos thinking they would ship me a new cover. After waiting for a response, I received nothing. I called their customer service department and asked for the status. They told me that my cover would not qualify for replacement and that the photos showed that there was nothing wrong with the cover and that the damage was due to improper chemical use. My pool has been professionally maintained and I have never had any chemical issues. If it was due to chemical damage, one would think that the entire cover would be damaged since the chemicals are on the entire pool. My pool is not only partially treated. After, requesting to speak to management (MARK) whom I left a message for and never returned my phone call, I called again and they told me the same thing. While the people on the phone have been ok and cordial, I do not understand the decision not to replace my cover. No one has explained to me why they feel it is chemical damage. I truly believe it is their way of not covering warranty items. I have spent a lot of money on this company. I was getting ready to order other items for my pool getting ready for the summer. I will not be ordering from this company ever again. Beware of their warranty policies.

"Problem solved on second try"

I have had only prompt service and fair pricing from IntheSwim in the past, but recently had my first experience with a defective product. My initial attempts to resolve the problem were rebuffed, but I started the complaint process again and they have now sent a replacement. I feel that IntheSwim generally makes pool ownership easier with its array of easy-to-get care products.

"Bait & Switch"

Beware the advertised Free 1 Day shipping! Needed to order some chemicals for an issue with my pool and was told that the products were available in their warehouses but delivery was 1 - 2 weeks. UNACCEPTABLE!

"Very disappointed"

I called customer service june 7 prior to ordering a pool liner online because i needed it asap. A male representative confirmed that they do have in stock in their nj warehouse and that it will be shipped out soon and i will get it by Saturday since i live in PA. I asked him if it does matter if i order it online or via phone so that my order will go straight to nj warehouse, the representative inform me that the system will catch it and will go straight to nj warehouse. 2 days later i haven't received any tracking number so i called them back and spoke to a different customer representative. She informed me that the liner will be shipped out on june 12 because it will come from the manufacturer. I ask if i can just cancel it, she said we can try since the order was already sent to the manufacturer or i can just decline to accept the package and will not charge for that. I was very upset because I specifically told them that i needed the liner asap for my daughter's party. Since i am running out of time to order else where might as well go with the order. I spoke to the manager Jamie Cortez and he apologize about the mis information and assured me that it will be shipped on june 13 since 12 is a Sunday. It is already june 15 and still no tracking nor pool liner received. I called customer service and was told by Mari Cruz that the estimated date that they will receive the liner is june 23. I cancel the order right away but she said they will try since the order is already processed by the manufacturer. I emailed the manager to explain what happen but no reply at all.

I don't complain nor write any reviews at all. But this company pushed my limits. They repeatedly mislead customers.

"Warranty Policy is unacceptable and a rip off"

I purchased a new motor for my pool pump at the end of March. I didn't open my pool until Memorial Day weekend and installed the motor at that time. It came with a one year warranty. It ran fine for one week and then quit. I contacted the company and was told to contact the manufacturer. I spoke with the manufacturer who had me do a "no load test" and they confirmed that the motor was defective. They told me to contact In the Swim to proceed with the warranty. In the Swim told me to take a picture of the motor and send it to their warranty division and they would respond within 72 hours.
All of this had taken in excess of a week and I was not about to let my pool go without a filter for this length of time or who knows how much longer?? I called them again after not hearing from them for nearly another week and was told that I had to ship the motor to them to receive a replacement or else pre-pay for another motor until they received my defective one. I explained to them that I had already purchased another motor (now going on three weeks) and that I wanted to return the motor for a refund.
In the Swim told me that I could not receive a refund - only another motor which I do not need or want.
This is what a get for dealing with an on-line company before reading some of the reviews from people who have had similar experiences.
NEVER AGAIN - and I urge you all to NOT DO BUSINESS WITH IN THE SWIM.......