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

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 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.

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.

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!

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!

The timeliness of the delivery was ok. The delivery only came one day late from the day that it was promised. However the material/ the whole product was damaged and and when you call the company they have a really weird way of even trying to get you a refund or a replacement. Stated it would be another month for replacement. I am just not that hard-up for a pool that cost over$1300. Poor service as a company

I bough their ultra 16ML pool cover in April of 2021. It states there is an 8 year partial warranty, 2 year full warranty. I sent them pictures of the pool cover falling apart after 1yr two months. It was falling apart and pieces were getting in my filter. They replied back and said they would give me 15% off on a new purchase. I paid over $200.00 for the one i bought from them and they don't want to replace it even after i sent in pictures and had my order number with the date. I will not be buying any pool products from them again. Poor customer service.

Fast delivery and good selection but get ready for daily/weekly emails. Hard to get them to stop emailing. It's pool stuff…. I don't need weekly emails.

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.

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.

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.

I've been caring for pools for over 30 years and this is the worst product ever. Doesn't even smell like chlorine. Leslie's now owns In The Swim and they should have legal action against them for such a poor ineffective product. I've tested my water daily for over a month and it show no chlorine even after using 6 pounds a day for 5 days. It make my water dangerously milky looking so you can't see if anyone or animal is at the button nd the water is not sanitay. It's been constantly cloudy the the pool turns green. In the photos you can see my clean clear pool and then see the green coming out of my returns mixing with clear water. Awful product. I bought the 50 gallon bucket and paid over $300 for some by product. This is fraud. They will be reported along with Amazon for letting this product continue to be sold. I can only hope that other customers will follow suit and report In The Swim, Leslie's and Amazon. Their pool chemicals are ruining peoples liners and pool equipment. Read Amazon reviews.

I have some difficult question to Julia and she give me a very professional help, never see this,
Many thanks Julia.and this on sunday.

Best regards
https://www.schaeppimarina.com/home

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.

Do not buy this product! Beware of the this company and all that it produces. It sells cheap knock-offs and you do not get what you pay for. I purchased a generic replacement for my Pentair IC40 system and it failed within 20 months based on normal usage. It was a motherboard failure and the company refuses to do anything about it. Another seller, In the Swim, also sells this product on Walmart.com and their customer service is trash. I was offered a 10% discount on a replacement unit that will fail within 20 months again, but they are charging nearly $700. Buy the name brand product and never purchase from Splash or In the Swim. The original Pentair Intellichlor product lasted 13 years and a replacement is $1000. Compare that to this dumpster fire of a product and you are guaranteed to lose money on everything In the Swim and Splash sell you.

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.

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 received a quality product but had to wait almost 2 weeks for delivery. I contacted them 3 different times, spoke to 3 different people and received 3 different answers. They advertise quick delivery on their website but I wouldn't bank on it. I was charged a handling fee on an item they didn't even ship. It was drop shipped from the manufacturer. I could have paid a few dollars more on at another site or Amazon and have it in 2 days. Your choice and money, just my opinion.

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!

Waited and waited and the rep blamed it on fed ex. Now it makes sense how they have a 1/5 star overall review. Go somewhere else!

I ordered Bromine tabs on the website, In very small letters it said chlorine. I received the chlorine tabs and called as soon as they came in, they explained that they don't do refunds or returns on any chemicals. I asked if I could exchange for bromine they said no. I explained to them the website says up to 30 day refund period. She told me if you go into the refund policy that its not allowed on chemicals so now I am stuck with $350 of chlorine. Which they wont even exchange

Do not do business with this company. Despite the fact that on the website they say this is a husband and wife team that is dedicated to superior customer service, that is a lie. I bought products from them that were not right, because their marketing material was misleading. And their customer service response was impersonal and borderline rude. I went on a three week vacation, came back and I was two or three days outside of the return window, and they would not wait. Bad company