Gena Finley

Review of In The Swim

We ordered a 1 hp replacement pool pump. We receiv...

We ordered a 1 hp replacement pool pump. We received it today and it was defective (leaking from the pump). We called and talked to customer service and were told they wouldn't replace the pump until we returned the other pump even though we emailed pictures and a video of the defective pump running and leaking. That meant we were going to be without a pump for at least a week. They were going to schedule pickup on Wednesday (this is Saturday) and we would have to wait until they received it, confirmed it and then sent out another pump.

We didn't feel we should have to be without use of our pool for at least a week because they sent us a defective part. By the way this was after we should have received the pump yesterday (Friday) if they followed their one-day shipping policy. We ordered Wednesday after 4 pm so should have received it Friday.

When my husband asked if he could speak to a supervisor to see if he could get it resolved faster, he was basically told he was out of luck and that was their policy. Their return policy needs to be reviewed.

We've already purchased another pump from elsewhere and are not planning on purchasing from In The Swim again. The small amount of money we saved is not worth the hassle to deal with them again.

UPDATE: I had to send an email asking when I would get my refund and received the response on August 30th. They received the product on August 22nd, according to Fed Ex. They had this item back for EIGHT days and still hadn't issued a refund. When I emailed them is when they put the request for the refund in and then responded that it would take ANOTHER 5 to 7 business days before I would see the credit on my credit card.