In The Swim Reviews

Purchased a Pool Cover Pump from them through amazon that was delivered DOA. After a couple of emails back and forth, the seller issued a refund. Thanks!

Replacement safety cover came in for order fit exactly like it was supposed to like the old one didn't have to put in a new anchors and have to do anything other than just put the new one on so wonderful

this company is garbage. Charged me a "handling fee" then couldn't manage to send the right item in a single item order. Sat on hold for 40 minutes trying to get it corrected.

Worst customer service ever. Carlos the "supervisor" doesn't care about helping customers. I have ordered from here for over 20 years and have always gotten my items ordered the next day. Still haven't received my order after 3 days but they took my money out of my account the very first day. Online ordering is a nightmare. Can't use any discount from the catalogs I get in the mail and then after ordering I received emails with discount coupons to use. What a crazy circus this place is after being bought out. Customers do not come first to them any longer. And when I call they couldn't even find my order and when they did they had no tracking information for me. And when I asked to speak to a manager the girl on the phone said we don't have any on staff today. But then she transferred me to Carlos but who knows if he was really a supervisor or not. I guess I have to rate this company with a star rating of something. Too bad I can't put a negative star rating because they don't deserve the 1 star I have to use to post this.

Outstanding customer service and products! The kindness and professionalism I was greeted with was very refreshing! That kind of service is worth sharing...Thank you!

Well, I should have read the reviews to see that things have drastically changed here. Ran into the same issues. Placed order on a Thursday thinking it would be here the next day before the long holiday weekend where it was greatly needed.....nope, tracker says by end of day Tuesday. Nobody ever picks up when I call, emails not returned. At least I know not to shop there again.

I usually don't write reviews but I felt compelled after reading all the bad reviews. We just had a really great experience with In The Swim. We ordered our in-ground pool liner from them and they did a great job. Denise was great to work with and extremely responsive. There were problems (on my end) with the measurements and the liner company they use caught the mistake and In The Swim worked with me to ensure that the liner was measured correctly. The liner arrived earlier than expected and it fit like a glove. Great Job!

The word "discount" in there name is a bit of a stretch. There are less expensive places to buy the same products, but not in a nearby retail setting. There are a lot more commercial grade products too than any spa store. If I need some supplies now, and cannot wait to order less expensive stuff. I'm going here

Just placed my first order. Received an ad, with a $10 off $50. As a new pool owner, thought it was great to start a business relationship with everything pool to shop from all on one site. I ordered, applied the coupon code---it took the $10 off, great!! Then I went to pay for it ---the order summery came back, and added back the $10. Classic bait and switch.

Bad customer service period a wonder why there still in serve 1 hour wait time on hold. No answer left message lets see if I get call back.

Ordered items via Amazon. Received one of three items ordered. Spoke to customer service rep Jamie who agreed items could not have shipped based on weight of package that did ship. Agreed to issue refund. Two months later and no refund. Called again and went to voice mail.

Worst place ever. Sold me to broken sand units. Them over changed me for a smaller unit when it was suppose to be a swap for the same unit.

Even when I was in there the last time they sold a park district the wrong items the park district was back to return it and get the right one. Not sure why anybody uses them

Horriable customer service! Ordered a solar cover reel system for 18 ft above ground pool. They sent the correct reel but 16 ft tubing kit for an in ground pool none the less. Ugh! Clearly listed is the correct item I should have received on my order form. Now they wont replace it, return phone calls, emails etc. I will be reaching out to the manufacturer to see if I can exchange kits at no additional coat to me since this company made an error. I will also be contacting the better business bureau to report them. PLEASE TAKE YOUR BUSINESS ELSEWHERE. YOU WILL BE HAPPIER. I PROMISE THAT.

Awful experience. Purchased a heater from this company May 1 for 4388.00. They emailed us on May 14 and said they could not fulfill the order. We had to constantly call them for a refund and finally on June 1, they refunded. They kept our for 30 days. I found the same heater from another supplier and had it delivered in 1 week. Shop elsewhere.

I ordered a pool that said delivery "7-10 business days", the website also said delivery might take a little longer due to covid-19. I called several times for my order status, a week later they told me delivery was going to be 4-6 weeks. I canceled my order and was told my refund would be 3 business days. Later, I chatted online with Amanda and asked how long delivery was, she also responded with 7-10 business days for delivery. I called back and was told all pools were out of stock and it would take 10-15 days for a refund. I asked to speak with a manager, they refused to speak to me---maybe they can call and tell my kids how shady they are and that there will be no pool this summer

Sentire me the wrong liner, then wanted to argue with me about it $450 labor paid just to find out the liner is wrong, have to repay labor, and they won't ever cut a break on the new liner, never again what a joke.

I prucahsed a commercial blower motor for a spa and once installed we found it to be defective. The sales person said that they do not ship items defective, when infact this is defective. They refuse to exchange it. Bad customer service

Omg! DO NOT EVEN MESS WITH THIS COMPANY! I don t care how desperate you are to find pool supplies DO NOT even attempt. He will tell you he has your supplies in stock and does not. Then if he ever does ship it he will send weeks months later! First off will ignore you! Then tell you it s back ordered! Then not accept a cancellation! Then ship you anything in a box to show a tracking number! They are a sneak! I m telling you I would steer as far away from this company as possible! Will never ever attempt purchasing anything from them again no matter how desperate I am to find pool supplies! JUST TAKE A LOOK AT ALL THESE REVIEWS! Up to no good! I SEE LAWSUITS POURING IN SOON!

Only after following up by calling and chatting online for 2 weeks with multiple associates, I found out that my pool was back ordered for 4-6 weeks. I requested a refund a week ago and had no luck. Initially told a 2-5 wait on refunds. Called in on day 5 to get a 7-10 wait window. It took 3 weeks, but they finally refunded my money. Communication is not their strong suit.

Ordered three items for a pool closing this weekend. All items shipped except for the air pillow. All items were listed in stock when ordered as would not have ordered if not in time for pool closing this weekend. Called 1-800 number and they went to check on order, was on hold 28 minutes before I used another phone to call and actually found out what was going on with order prior to 1st call coming back on line. I was told this doesn't happen often , but they had to use another supplier for the air pillow and it would not ship until next week (after we are to close our pool)! I was also told that the order can't be cancelled due to how system is set up and that if I return the item it is at our expense!
Pay the extra $ and get supplies from your local pool supply store....not worth the extra headache dealing with in the swim!

Very disappointing experience!

I ordered a pool and a cover from them, got a confirmation on the orders then a confirmation on the shipping. A week later I got a cancelation email on the order for the cover and then two weeks later they call me and tell me that they are canceling my pool order and have to give me a refund because they are now out of stock. This made no sense to me because my friend ordered the pool two hours after I did and she got hers four days after placing her order.

They lost all my business and any future referrals!

So I was so happy I found a pool. I called to place my order. I asked the woman if they had it in stock she said yes. I asked how long for delivery and she told me 3 to 7 business days. 7 business days later I'm told it's on back order. That they didn't have it in stock I should not have been told that. Now I must wait 4 to 6 wks for delivery. He told me I could wait until the beginning of July or cancel. Well I can't find a pool anywhere so ok will wait til the beginning of July. If my pool is not shipped by July 10th I am cancelling. They've already took my money! They lied to me. All out lied!! So now I get to tell my kids yet again. I'm sorry I know I told you they had the pool but they lied. So freaking mad. Why would you all out lie!?!

Purchased a safety pool cover, which had to be custom made for our lazy "L" shape pool. Received the cover, however the "L" shape on the cover was opposite of our pool. I contacted them and they shipped another cover out the next week. Excellent customer service and very responsive.

I bought an item almost 3 months ago and when I found out it was back ordered and would not ship for a month, I decided to cancel it which was about 2 and a half months ago and I still have not received my refund and I have called over 10 times. If it was possible I would give them zero stars!!!

Good prices on all the pool supplies you could possibly need

I worked with Denise and without going into great detail of my situation, she went WAY above and beyond to help resolve my issues. While I do not have a pool any longer, I will highly recommend this company to anyone who does. The customer service I received exceeded my expectations on every level!

Ordered stairs so everyone in our family could enjoy the pool, when the boxes arrived I put them aside to finish construction. When I went to install them they had sent just safety rails and no stairs at all. They tried telling me that is all I ordered. I reviewed the site and found their bait n switch. Cost me 300 for the lesson of The Swim Discount

I m not sure why this company has bad reviews. They are great! My packages came super quick. Arrived 1 day after they shipped out! They emailed me and notified me when my pool covers were being shipped and gave me tracking numbers and everything. My solar cover was on back order and they notified me right away to let me know that it might be a while until I get it, but in less than a week they emailed me the tracking info and it came the next day. Everything I received was packaged securely and all my products were up to standard and have worked great. I will be purchasing from this company again.

I've shopped here for years. Have left 5 voicemails over the last two weeks and have yet to receive a call back. I'm sure they are very busy but I have to go elsewhere....

I love this company. Always receive great customer service, and their products are of very high quality. Much better than what I used to get from my local pool store. Kudos to In The Swim

I decided to wait until spring to install. This is a custom made lined so we will see how it fits.
Thank you.

If I could leave a zero star I would. DO NOT ORDER FROM THIS COMPANY!! I have been waiting for a month for a simple bag of sand and still do not have my order. I have spent hours on the phone, sent emails and spoken to four different customer service people. All they will do is give me the run around. Don't make the same mistake I did!!!! If I thought they would actually give me my money back I would cancel my order.

One of the worst places ive ever worked, if you havnt been working there for awhile, you will be treated differently, and not in a friendly way. The way its set up, some of the mail is cataloged carelessly, and they do not care about masks. Most employees take them off and bring it down under their nose. Find a different place to get your supplies, trust me.

Fast shipping on products. However if there was a grade lower than an F I'd sure give it to them for customer service. I have been missing an important part to a product I bought from them a month ago. I was sent the wrong package of connection parts. They can't seem to figure out how to get the correct item to me after several emails, phone calls, and online customer service dialogue. Very disappointed.

We ordered a new liner from InTheSwim for our inground pool. The customer service was outstanding. They guided us through how to properly measure the pool, which can get pretty complicated. They confirmed the measurements would work to make a proper pool multiple times. They sent several diagrams of what the liner would be shaped like with detailed measurements. They answered all of my questions. The liner was made and shipped very quickly. The liner was easy to install with detailed instructions. We couldn t be happier with our experience! I highly recommend this company!

Horrible company, selling inferior products. Purchased a pool cleaner for almost $400 that simply did not pick up debris. Their response was that they do not take back used equipment. Now I'm stuck with a $400 paper weight. They do not stand behind their products, find an alternative company for what you need.

Update: they insultingly offered me 50% of my refund back because I used the unit for an hour. How else am I supposed to find out that the cleaner doesn't work in my pool??? The unit is still new!!
After the almost 2 month hassle of getting the wrong product in the first place and giving them a second chance (BIG MISTAKE) only to be refused a full refund for a new product. NEGATIVE 5 stars!!!!
Save your money and your sanity!! I found them through Amazon and ordered a $250+ pool cleaner. First they sent me the wrong item - refund was immediate. I gave them a second chance and that was a BIG mistake!! The pool cleaner I ordered isn't for diving pools (not in the description) so I immediately requested a refund. After 9 days, in which they claimed they sent an email earlier - no - they tell me I have to call the manufacturer to verify the product is defective. I told them it is not defective, it is too small for my pool. Same response, AND they tell me if they deem the item used, I'll only get 50% of my refund?!! I've worked in retail for almost 20 years and new products get refunded and the company deals with the warranty issues IF ANY. Huge scam!!!

You can order, but you can't cancel an order. I called to cancel my order while it was still in processing and was told that I needed to wait until I got an email saying that it was shipping, then call FedEx to cancel the order. Spoke with a manager, indeed the customer must do all the legwork - and eat the "handling" fee. Worst customer service ever.

This place is constantly out of stock! You would think they would stock up on equipment in the winter to be prepared for the summer rush.....but nope

The worst place for delivery , waited 7 hours to get unload .

This Company will rip you off any chance they can.
I cancelled an order before it was shipped, In The Swim ignored my cancellation, and sent the unwanted item. I received a return authorization and sent the item back at my expense, Then they charged a 50% restocking fee. Not a bad profit for them!

We bought a pool heater from these people and nowhere in the product description did it state that you needed at a minimum 2-100 lb. propane tanks to operate (what do 2 100 lb. propane tanks cost anyway?). We had to return it as we can't accomodate 2-100 lb. tanks. These crooks charged us 200 dollars as a "restocking fee" to return it which was not mentioned up front either. The restocking fee is just a penalty for not keeping the stupid product. I will continue to post bad reviews until i'm reimbursed for this stupid theft called a restocking fee. Really? 200 dollars to rescan an item back into inventory and put it back on a shelf???

Ordered a solar cover from them early June from which they immediately took the money from my account. Called several times and their customer service lied about the item being I stock and when it would arrive.
I encourage everyone to file complaints with the better business bureau. Companies like this will keep scamming people out of their money.
Still never got the solar cover. I will be printing all of these reviews for small claims court!!! Bad business!!!

We sent in our old pool cover for them to use as a template to make a new one. They tried telling us our account was past due but according to our records we had paid in full and the problem was on their end. The new cover turned out pretty well but is kind of loose on the corners. We had to put all the hardware on ourselves, which was a pain. But overall, the savings outweighed the annoyances.

Placed an order as they promised next day shipping. After two weeks of no shipping notification I tried to cancel the order and was told that my order was canceled, and to wait as long as 10 days for refund. 9 days later I get a shipping notification. That was over two weeks ago. It is over 1 month since I placed my initial order and have not received a refund or my order, I am now just assuming they are a scam. I would avoid doing business with them at all costs. After they add all of their handling fees, it is about the same cost to go to your local pool supply store.

Have been a long time customer of in the swim but have seen a decline in customer service since they were bought by another company.

Use extreme caution when purchasing a Solar Cover from them they will send you a cover that is for the next pool size up. When u ask for them to fix the problem they will say to cut the cover down. When u cut the cover down it will end up being to small

Very poor customer service! No one would help resolve my problem with a item ordered, it came thrown in the box with no information with it. Contacted them numerous times for help in getting these things but nothing. Was cheated out of the rebate offer with it because of In the Swim. Beware when you order from them, you may be sorry.

Purchased a solar cover from this company that claimed it had a 7 year warranty. It was purchased in 6/4/2019. Today is 6/12/2020. The cover has so many bubbles popped because they have just fallen off, on both the top (side that faces the sun) and the bottom (side down on the water) i submitted a return request and they sent an email back to me stating that it was not covered by the Warranty..What the heck. They stated that seam separation is the only thing covered by this wonderful 7 year warrenty. Then you should state that instead lieing and misleading customers. I have purchased multiple products from this company in the past, as well as my Parents and Brothers....and this is how you are going to treat 20+ year customers? Your so called Customer Service is beyond pathetic and you should be ashamed as a company on how you do business.

Ordered a Hayward Gas Pool Heater from this company through Amazon. Pool heater leaked after 2 months. Was in contact with company via amazon messenger to have them ghost me once I went outside the 90 day amazon return policy. Not returning messages and amazon is no help either. I would not recommend this company to anyone.

Have the same problem as many others. Ordered a pool pump on May 5th. Still waiting, have called 6 times with no resolution. Always told it will be a couple more days. Supervisors don't take calls or return emails. No one knows what's going on. Won't be ordering anything from this company ever again. They promised a 10% credit to my card for my trouble on 6/29. Was going to be 7-10 business days (heard that before) it is now 8/1, 24 business days later and guess what, no credit...not surprised. Stay away from this company.

17 years ago I placed an order for a new custom liner from In the Swim Discount Pool Supplies. complete sand filter and pump and hayward heater. I have ordered many items since and always have been happy. I cannot believe how fast they can get merchandise to my home, it is amazing how fast packages arrive. Have no idea why they do not have five stars all the way. I had to replace the liner after 17 years, a custom made liner approx. 28 ft long 7 ft deep end, with a round end and a squared end with 2 ft diagonals. Believe me, it is not easy figuring the dimensions and is quite stressful doing so, but with Diane's help at custom liner sales at in the swim she was very patient with me and walked me though the whole process. It is kind of confusing with the instructions they send you to measure, but with Diane's help and direction you can get it done. One huge perk that helped me was to take pictures from up above the pool, I stood on my roof and Diane marked on the picture of my pool how and where the measurements need to be taken, Helped me tremendously. I did this all by myself but I really recommend that you have someone to help you measure. Another note, make sure you make it clear that you want an overlap liner or a beaded liner. In The swim rocks, and no I did not get paid or received any perks from in the swim to write this review. Note, people complained about customer service, however, they get swamped two months before winter and you have to wait quite awhile to get through to customer service. Maybe, In The Swim could hire more help during their peak season, just a thought. Custom sales for liners, you get right through however. Still overall In the Swim Discount Pool Supplies is still a 5 star to me.

Called in and Jeff answer the phone sounded like a really nice guy but what made him stand way apart from anyone else and how he made the swimming discount Pool supplies store stand out more than any other pool supply store in the Midwest region. What is the amount of knowledge that this man possesses answered all my questions and more I learn so much from those kids not just that he went out of his way to save me money and let me know about a customer return on a certain item that I was specifically looking for he told me the customer returned it for certain reasons and that he can discount the price for me I was calling around from store to store to get the best deal possible and without me even telling him or trying he automatically gave me an amazing deal hell of a guy excuse my language seriously guys give the man a raise already matter of fact give him his on location to Run the man s like a bird set him free and let him fly.... I m just messing around about the last sentence but seriously total standup guy and really appreciate all your help buddy specially the big savings u gave me

The only reason i am giving a 2 star instead of one is, I ordered multiple things from this company. I received most of them rather quickly. The main problem is that we still have yet to receive my pool. You know the main thing. They advertise these as in stock items but when we questioned why it was taking so long they blamed their distributor. Right now we are sitting at over 4 wks with no pool. I don t like being lied to. Now to get my money back.

Purchased a new solar cover in May this year; was a replacement for one purchased 7 yrs ago as the old one was breaking down. Three weeks after we started using it, the new solar cover came completely unglued. I contacted the warranty dept and though they were out of stock they stayed in constant communications with me and promptly shipped me a new cover free of charge. Excellent customer service - buy all of our pool supplies from them!

I am writing again as my service is even worse. They shipped me the wrong product over a month ago. I was charged over a month ago. I have returned my product and gave them the tracking number. Still do not have my money back. I have contacted my creditor and they are now involved. They told me they have had many complaints. I can't open my pool as they have me tied up with no pump.

On May 16th 2020 we ordered a spa cover. Customer service at In-the-Swim did their job, were easy to get in touch with, and were professional, BUT, the manufacturer responsible for making & delivering the Spa cover was the complete opposite. In-the-Swim did not hold them accountable. In late August or early September of 2020 we were informed the cover would be shipped in November 2020. I recommend a competitor.

I was going to order some chlorine tabs but after reading the response from the owner to the negative reviews I've changed my mind. I'm glad I checked on the reviews to people's problems with this company. Although I don't think I'd have any problems with a 50lb bucket of tabs I'd rather support a company that cares.

Ordered a pump and it got shipped broken and pieces were missing from the box. Called to get a replacement and got put on hold for 30 mins then hung up on.finally got it worked out and the next day they said they were all on back order and I couldnt get one for weeks. Even though they had one on eBay with garentied shipping on it. Asked if I could just get a discount for what the basket was worth not even my time to disassemble there broken pump and put it on my fried one and they couldnt even offer me what the broken parts were worth.... So I told them to just ship it back and refund my money.... Well 10 days later they still didn't refund my money and didnt cancel my order and were still going to ship me back ordered pump if they ever came in....dont buy from this place....

Excellent customer service and nice products. Will be ordering all of my pool supplies from them. I cannot see why they have any negative reviews, but you cannot please everyone I guess :)

bought an item from them through the Armed Forces Exchange Service (AFEES) military exchange website, in mid-September, AAFEES, allows them to be a marketplace vendor. had to return the item unopened back in late September 2020 paying for shipping and tracking. After item was delivered, contacted the company for my refund, their customer service supposedly doesn't have access to items purchased from AAFEES, forwarded my issues(s) to another person in the company, still no luck/response. it is now the end of October 2020, still have not heard from the company. in mid-October, filed a complaint through the local BBB in IL, the company's first response was the AAFEES website was down, which was a bogus reply, which had nothing to do with the item being returned directly to them, the return came from myself not AAFEES, so not sure what the AAFEES website had to do with a return. I have filed a complaint w/AAFEES marketplace vendor representatives just to let them know the issues I am having trying to get a refund, even though they state on their websites that returns have to be handled through the company. Have bought from this company before using the AAFEES website, no issues, however, make sure the item you want is something you will use and not try to return. BBB gives them an A+ rating, however, a lot of complaints received along the same issues as mine.

The sales person at In the Swim.was wonderful. His name was Mike. He hamdled everything very smooth and efficiently

While placing an order for a new liner I was triple charged. The site is having issues and does not acknowledge actions when clicking buttons. In my case the shopping basket was emptied when Place Order button was pressed and no message acknowledging the order until the 3rd time around.

I received an email for each of these (3) orders and called immediately to have two canceled. This was within 5 min of placing the order and the customer service woman told me it was to late and maybe I should just refuse the delivery. It's impossible that an order ticket was generated, the product was pulled, then placed on a truck in 5 min. Even it was they could easily just put it back. Pure laziness! So now I have $800+ open on my CC and when I called to have them pick up the liners I was told it was my responsibility to figure out how they will get shipped back.

I don't think I should pay the price for their faulty website. My supplies will come from other sources from now on.

Yuani the young lady that handled my return was very helpful and pleasant. She took care of my needs efficiently and professionally. She was so sweet on the phone and did her job very well.

Inadvertently purchased a pool cover on Amazon when the buy now button was pressed. Didn t notice the mistake until the next morning (12am-8am). When I attempted to cancel the order I was told it was too late and the item was already sent to the shipping department. This was at 8am the item didn t get picked up by the carrier until later that afternoon. My only course of action was to return the product. The return shipping cost for the oversized item was $118 and it is against their policy to refund that amount. I have since ordered a much nicer pool cover from Doheny s pool supplies, I highly recommend them.

After ordering a pool sweep recommended by an In The Swim employee, we received it and found that it didn't work. It didn't perform any of the functions one would expect from a pool sweep and certainly didn't do what the employee claimed it would do. Our attempts to return the item were met with resistance, including being kept on hold for 50 minutes and counting to speak to a manager. Ironically, the sweep came with no paper instructions making it appear that we purchased a returned item. We've wanted to support local businesses, but there is a good reason why searching their site for customer service yields no results.

Super nice people. Huge selection in store plus everything you could want online. The retail store entrance is on the side of the building.

I have always been happy with products and service from In The Swim

However recently they have exceeded my expectations

I needed to purchase a new liner and I was fortunate enough to have a lady by the name of Amy Armstrong assist me from the liner specialty department

She was always professional never hurried me and made sure she took the time so I could get the proper measurements to buy a beautiful liner

Because of people like Amy I will be a client for life

Thank you

Tom Kowal

Experienced staff, great product and pricing. Even won a 55" T.V. in their customer receipt raffle. Can't get any better than that.

Thanks Again for all you help !!

I ordered a diving board over a month ago and In The Swim mistakenly sent a lift operator replacement kit. After multiple phone calls/conversations to try to return the kit and get the diving board I ordered, I still have no diving board. They keep saying they will "call me back and TRY" to figure out what happened. BUYER BEWARE!...My credit card company is now going to check into and take care of this for me since In The Swim would not.

Great Customer Service! Quality products! Competitive prices!

Have ordered for the last few years and no probs. This year my coupon wouldn t work so I called to order. They gal did my order wrong and sent me the wrong pool cover. Shipped it back. Got right one. Now to this date, after weeks, still never received my test kit that was supposedly back ordered. I have emailed numerous times and I get the run around or no response. Not ordering again from this place.

Order B103446998. Was ordered on May 3rd. In The Swim erroneously shipped to Chicago instead of California. Was promised a replacement in 2 to 4 days. Now, the replacement is supposed to arrive on June 3rd. That's 31 days after the original order! Repeated e-mail requests for partial refund have gone unanswered. This company just doesn't care about customers. Shop elsewhere!

I bought a liner back in April of 2015 and half of the liner has faded really bad while the other side has kept its color. I email the warranty in the swim she is telling me that I have to pay 60% for the prorated warranty. It has only been 4 yrs it has a 25 yr warranty and the prorated part according to their website is 50% so why are they trying to charge me more. Also the vinyl looks to be two different colors where they seamed it together I don t know if it was old or what but I could understand if this was normal wear and tear and I caused the damages but you can clearly see it s a manufacturing s issue. I have bought several things from them and very disappointing in the service I m receiving

We order all of our pool chemicals from In the Swim each year. This year we also needed a Polaris Motor and several other expensive items. Order totaled close to $700. Ordered early (April) to be sure we were ready to go for the season. As part of my order, I ordered a $132. Pool Basketball/Volleyball Game. Didn't open until June when we opened the pool. Basketball set was very flimsy. Wanted to exchange for $185 set ($50. upgrade). Called 4 times. Each time I was transferred to a manager, eft a message and got no return call. Do Not Order From them unless you are POSITIVE that you don't want to return. Bad customer service!!

Buyer Beware! Pool pump arrived damaged, with a huge crack in the housing. Kept on hold 45 minutes only to be told I'd have to pay a 50% restocking after just 3 weeks, when it hadn't even been installed!!! These people clearly do not care about their customers. Don't let the lower price fool you. Save yourself the aggravation. You will pay more in the long run!

1st time buyer and Yuana the was very helpful. She did everything to answer my questions and was very helpful. Will recommend in the swim to my friends.

Very poor website. Obliged to call to know if my order was placed or not. On top of that what they claim about one day delivery is a lie. No delivery on Sunday, No delivery on Monday. If you place your order on Saturday, don't expect any delivery before Tuesday. First and last time I buy there. Next time I go back to Amazon. They do not cheat you and don't lie about delivery lead-time

They sent me PROPANE heater when I ordered a NATURAL GAS heater. Their eBay seller name is SaveOnPoolSupplies is at 320 Industrial Drive, West Chicago IL 60185 (The same as In The Swim)

The worst experience ever. Spoke to at least 17 people trying to get a replacement of the two 8 sections of VinylWorks pool fence they sent that were delivered damaged. We finally got 1 set and waited for the other. Was then told the other was BACK ordered. We purchased a small pool that cannot be put up without a fence. A half of fence won t work. Don t depend on anything you hear from this company. It changes from call to call (and you will be on hold forever). Tracking info is impossible to get. Returned the item we received and have to wait another 3-5 days for the refund on $700+ order!. If they were honest up front about their stock we would have had a chance to find another company with the fence we need. It is impossible now. So I have a pool in the box with a $600 stair/gate in the box, a pool pad, and no chance of putting it up. With Covid, we cannot go to the shore or even out of the house at all. This was very important to us. Save yourself the aggravation the frustration the disappointment the time. Don t bother ordering from this company.

STAY AWAY .... bait and switch.... I purchased a solar cover from this horrible place. The warranty was for 3 years. They replaced it once and I paid the difference for a heavier cover. It was also covered for 3 years. After less than 12 months they have now stated that the cover is not warrantied since they changed owners/manufactures and they no longer warranty the bubbles coming off the cover. They also stated that is was MY FAULT that I had too many chemicals on the cover. I repeat a POOL SUPPLY COMPANY stated there was too many chemicals on my cover that they observed in the photos I sent in of the cover I purchased from them. How can you change the warranty on something AFTER you purchase it??? STAY AWAY.

Purchased a Dolphin pool cleaner. Fast delivery but was damaged( small dent in one of the wheels). Called customer service and said the only thing they could do was send me a return label and then send out another one. Three days later and still haven't received the email containing the label. Tried to put it in the pool and the light blinked then would only move about 6 inches. Now when I try to call to get a refund, they put me on hold then hang up on me.

IS THIS CONSIDERED A COMPANY? THE REPRESENTATIVES DO NOT KNOW WHAT IS GOING ON, AND THE SUPERVISOR I SPOKE WITH WAS CLUELESS AS WELL. DOES ANYONE THERE KNOW WHERE MY ORDER IS? YOU TOOK MY MONEY WITHIN MINUTES, AND NOW IT HAS BEEN 2 WEEKS, STILL NO PRODUCTS. FILING A DISPUTE WITH MY CREDIT CARD COMPANY.

Not impressed! Wouldn't honor their promotion on the front of new flyer with out me sending a pic of it. Something wrong there!

I don t understand a lot of the bad reviews, people need to be more understanding of the global pandemic going on and that people make mistakes. I have worked with the crew at In the Swim for years and they have always been so helpful with my pool needs. I spoke with Valerie and she was super friendly and helpful with my order. Thank for all you do during these crazy times and having helpful staff unlike other places I ve purchased from.

The customer service is the worst I have ever experienced. They made an error during on my order and I received multiple orders for the same items. They refused to cancel orders that were ordered only minutes before I called. Claiming the orders had been shipped. Really? Orders put-together and shipped by fed-x on a Sunday morning? I will never use this company again.

All sales reps are very nice and ready to help you.

Great place.employees very knowledgable on the store. Very refreshing

order a security fence with a lot of time in advance to be able to Open my pool because I have a small child and they just sent me the door really !!!! Now I have to wait a long time again. do not recommend

I would not even give this place 1 star but had to choose one to start a review. I called on June 13, 2020 to inquire about ordering a pool. I spoke with Leslie. Before we placed our order for an Intex Ultra XTR 16'x32' pool I asked that she assure me this was not on back order. The site said they had 1 in stock but operator said they had 2. She put me on hold and checked with their warehouse and literally PROMISED me they were in stock and started the order. During the call we received multiple notifications of charges for this pool through the credit card company app we were using. I interrupted Leslie and told her and asked what happened. She put me on hold and contacted a supervisor. Then Leslie said she red flagged the issue to double check it the next morning but advised that only one charge would go through and the rest might say pending and then drop. One charge definitely went through. Some disappeared. One is also still pending. Leslie assured me everything was fine and pur pool would be shipping in 7-14 days. On June 14 I received an email saying that IN STOCK items ship in 1-4 days. I get EXCITED because I was ASSURED AND PROMISED THAT OUR POOL WAS IN STOCK. June 16, I get an email from Juliana Cotez from In The Swim thanking me for our recent order and requesting further information regarding the details of the order before they are able to process it. I responded and sent the information. Upon thinking about it more I became concerned with the inconsistencies in information so I called today, June 17, to check on the status of my order and look in to these concerns. Although she repeated it twice, I could not clearly hear the operators name but think she said Shauntae. I explained why I was calling and she put me on hold to look in to the matter. She then came back and told me that while I had not responded to the email (which I had already) that the pool...that we had already been sold and charged for and still had an extra pending charge for...was sold to someone else. I asked her to repeat what she said and asked if I was hearing her correctly because I thought she just told me she sold our pool that we already paid for and were assured was in stock and shipping to us. She then puts me on hold again. After over 20 minutes of holding all together on this phone call she finally tells me the pool won't be in stock for 6 weeks. I told her I wanted to speak to her boss because Leslie PROMISED the pool was in stock before we placed the order. She tells me they do not make promises. At this point I'm offended that she is insinuating that I am lying, and irritated that this company gives false promises and inaccurate claims. By definition that is consumer fraud. I DO NOT ADVISE DEALING WITH OR ORDERING FROM THIS COMPANY.

I placed an order for $200.00 worth of supplies. I was billed immediately on my credit card and only sent a partial order, with no explanation. They said it would be a week before I could receive the balance. 2 weeks went by, still did not get the balance of my order, so asked to have that portion cancelled. They were not sure they could cancel it and never followed up. Now its time to dispute. Upon receipt of the chlorine, same day I see that the same chlorine was half the price, and they said too bad. Not great customer service.

We ordered a hot tub cover from this company and it took an insanely long time for them to make it (they quoted 3 weeks, it took 5). When it finally arrived, the box was torn up badly and there was a rip in the cover. We have now been dealing with In the Swim for well over a month trying to figure out what to do about replacing/fixing/discounting the cover. The customer service is terrible and they should be ashamed of themselves.

We ordered a custom inground liner and cover this year. The service and delivery were great. The pool cover is the best thing we've ever bought for our pool. It fit perfectly and looks great. Debris doesn't build up on it. I've peeked and the water is crystal clear. Love it! Couldn't ask for better service from In The Swim.