DON'T SHOP WITH THEM!!
"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."
Do Not Buy From Them
"When I called 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. erstand the message. .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."
Do Not Purchase
"I bought a $650 pool kit with a saltwater filtration system on June 8. It arrived June 14 and on July 7 the salt water generator quit working. I called them on Monday July 9 and they said it was no longer under warranty with them and I had to deal direct with Intex. In doing so we found out that the generator/filtration system was obsolete from 2012 and was not even the model number that was on the box. They evidentially swapped out and old system in hopes I would not find out. I asked for a replacement and they said no and totally ignored my future emails. Do NOT purchase from these people!"
Illegal billing practices, waste of time and money. I'm assuming zero customer retention.
"You have plenty of options for pool supply companies, so save yourself some heartburn and avoid these fleabags. Here's what to expect: you will die of old age while being placed in the automated phone cue. Untrained customer svc reps who don't know any of the product or even pool basics. The older, trained reps do zero follow-through (beware of what you're told vs. what they will actually do). Don't expect any email confirmation after payment, and certainly no tracking number for multiple shipments. Shipping and handling slower than death. DO NOT ORDER ANYTHING THAT COULD COST YOU TIME OR MONEY if a return on defective items comes up: if you're shopping based on price only, that's great, but it's a throw away if ever received. If a return is attempted and you waste hours on the phone with customer svc asking for a follow-up email with photos of product, do not waste your time. If you do, you will receive an automated email stating they will respond within 24-48 hours: NOT GOING TO HAPPEN. Beware: emails are signed by "Dr Pool." This company has the penny wise, pound foolish thing down to a science when it comes to customer retention. Anything they tell you over the phone is useless. Just another lousy outfit pushing China-made junk. They also violate law by charging your credit card before shipping all items on the order. Hard to believe any website based company could survive today while not even sending purchase confirmation out. They really should be shut down."
DON'T BUY FROM IN THE SWIM
"They don't honor their warranties.. garbage company. "
"This company used to operate in NC and was very successful. I believe the were sold and are now in Chicago. While under old management, this was a perfect company now they are rude and could care less for their customers. I called to order a leaf cover for my pool. When I finished the order, I was told it would be 1 to four business days to ship..The add clearly stated 1 day delivery and I pointed that out. They said it had to be shipped from another warehouse and that it was impossible to ship it the next day. I told them that the add clearly shows next day delivery and says nothing about another warehouse. I was told they don't advertise that fact fact but that's the way it is. I reiterated that the ad was FALSE ADVERTISING If they won't provide the advertise. They told me I could cancel my order if I didn't like it and hung up on me....DON'T DO BUSINESS WITH THIS COMPANY........."
ripped off !!!
"bought a pool cover in august thinking i would have a cover to close the pool when i was ready. a week after labor day i opened the box and put cover on, 2 days later cover looked like it had melted holes in it. they would not refund the money. they told me to buy another cover and then return the messed up one. their customer service hung up on me twice ! was on the phone and writing letters for 4 days and still have got no where !!!"
Warranty is Joke.
"Purchased a solar cover last summer used it 3 months got it out to use this summer and it is completely falling apart. Called for warranty information and sent them pictures of the cover. After 3 days we received an e mail stating that it was our fault because our chemicals must be off or it was in the sun too much. WHAT I didn't know a solar cover was supposed to be used on an indoor pool with no chemicals. Mind you this cover advertised a 7 year warranty. I will probably buy the same type of cover again and just plan on replacing it every year but not from In the Swim. Very pour customer service.Cyndi"
"Purchased Solar cover , lasted 3 months , In The swim wont back up the warranty, PD 125.00 FOR A 16 mil cover that couldn't last 1 season, blamed chemicals but we keep levels at lowest possible as we are sensitive , Almost half the solar bubbles popped. Was told to send back for some separation they may cover it but i doubt it bottom line there only going to send me back another piece of garbage they can KEEP IT ! Cant believe people get away with robing others , they tried to blame the manufacturer ..passing the buck if you sell it then you should take responsibility , i know we are not the only people this happen to ..stop selling SHIT ! I will be re-posting this in as many places available and will pass the words on through masses on the internet and in the spring will make a video to upload to U Tube and will pay Google though pay per clicks and will invest double the $$ to Shame your company for robbing people. "
"I ordered 50tabs of tabs from them. I have ordered from them before. When I got them over 1/2 were broken. I called and was told 2 give a exact count of how many. So piece by piece I took out.then I sent pics. On Monday I was suppose 2 get the Supervisor. He never called me back but I did get a call back from a lady & she credited me back the money & said I didn't have to send the tabs back. This all started Aug 1,2015 Today 8/19/2019 I receive a e-mail saying I need to return the tabs or be charged the amount for them. I call them back. I need a box a label you name it I need it. They blame I was miss informed. I am just paying them and I will Never order from them again. "
"Purchased a expensive liner to discover it had a hole in it.Company will not refund or even give any kind of credit,paid for one day delivery to get it 3 days later.Lady told me had I not opened the box it would make it less complicated and my response was I bought a liner to install not to sit in a box.This company does not care about their customers,They have ripped us off and they don't care.Never will I buy from this company again."
"In The Swim offers free overnight shipping, but you will pay a hefty handling charge. Be ware of ordering manufacturer's parts. I ordered a small control for my off line chlorine feeder, but when the receipt was forwarded to me, they did not mention that the part had to come from the manufacturer. Now, one week later, I still do not have the part and I am told that it will ship early next week and will take 3 to 4 business days. So it looks as if it will take at least two weeks for me to get the part.When I contacted customer service, they offered me a promo code to get free handling on my next order over $50, but did not offer to discount the order in question. the customer service rep repeatedly told me to call an 800 number for a further discount and could not help. 'Kimberly' just kept apologizing and repeating herself. This was a terrible experience and I have decided to cease using In the Swim as a source of pool supplies. "
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