"They charged my wife's credit card for fake orders. They've done it twice, had to to change card # to stop fraudulent charges. "

"Purchased a winter pool cover which was supposed to be mesh allowing water to drain through. Product performed like a solid cover and was acknowledged as such by ITS after sending pictures and video. They were to provide a replacement product and never did so. Basically pushed back saying I needed to deal directly with their supplier. Was a long time (20 year) customer. No longer. Now using inyopools.com and Amazon"

"Purchased a Solar cover. Arrived shipped in a clear plastic bag and damaged. Have been trying to get this resolved for several days now. With the lack of customer support from the people I have spoke with I will no longer be purchasing from In The Swim.

I would definitely recommend anyone considering purchasing from them to reconsider before doing so."

"Their site will say they have items in stock but they never ship once you purchase. They now have your money and can use it elsewhere, gain interest off it etc until you complain and ask for a refund. God knows when you will get that. "

"solar cover was defective under warranty, upon inspection, i received a store credit of $31.50- trying to make a purchase later, this store credit is worthless, the warranty dept has been supposed to call for months now, and never does"

"If I could give negative stars I would do. They sent me a defective pump which is supposed to be top of the line. I paid $200 to a technician to install it just to find out its leaking - straight out of the box! Failed to reimburse me. NEVER AGAIN."

"I was a loyal customer of intheswim.com since 2007. They were always cheaper than the local pool stores, offered regular discounts to regular customers and I always bought my pool chemicals from them. You might as well not bother trying any discount code. I regularly get emails & flyers in the mail advertising percent off discounts. However, everytime I have tried recently the codes never apply to chemicals. They also never specifically never list discount exclusions on emails, printed mail, or online. It simply states "*discount does not apply on selected objects" pretty vague so of course it never applies to any chemical. I can now buy cheaper locally even with taxes."

"Don't buy from this company. We used to love this company, but something has changed since last year. Now, they charge you twice, so pay attention. Customer service has no idea what they are doing. They are using people overseas to answer their phone. They never email you with a confirmation of your receipt, shipping takes a lot longer. We won't use this company anymore!!!"

"This complaint from another customer matches my experience...save me some typing

BEWARE- save your money do not do…
BEWARE- save your money do not do business with this unprofessional , fraudulent company. The worst customer service EVER, borderline criminal what you are doing with peoples money. Please explain how this is acceptable business practice. You will never get your product or a refund on something you will never receive. Call your bank immediately and have them help you...DO NOT SPEND YOUR MONEY HERE. CUSTOMER SERVICE IS A TOTAL JOKE- uneducated staff, no skills to do anything else in the work world. File a complaint with the BBB, just read those postings and see how the company responds. Who is responding from in the swim on these, they should be embarrassed and ashamed how they treat real hard working people in our society. Criminal behavior at the least."

"When you buy a replacement you expect it to fit. If a skimmer basket is too small it does not rest on the skimmer ledge nor tabs fitting into the skimmer vacuum plate.
Pictures were sent with measurements of both new & old baskets using the same plate. Theirs is smaller.!!!
Well due to the wording of their return policy..opened-tested-used...I now own a product that is 100% useless"

"Called put on hold no resolve said supervisor would call me back. Ha Ha what a joke. I will buy from costco, from now on "

"The absolute worst customer service! I ordered from Amazon under their store yesterday 5/15/2020 at 10am. I realized I ordered the wrong stuff this Sunday, 5/18/20 within minutes. I sent 2 emails immediately when I realized it was incorrect requesting a cancellation. They sent an email today stating they would not cancel the order. I checked shipping status, it had not been shipped yet. I pleaded not to waste my money and ship it. The shipped it 5 hours later today. Why would they do this? Just poor and nasty customer service PLUS would not reply to me. I chatted with Amazon and told them what happened and how this ruins customer service for Amazon and this company."

"They take the orders but they don’t have the products you try and call and they don’t answer.Worst customer service ever stay away"

"I had order paint and then later read I needed paint sealer. So I went back and ordered that. Then I realized that wasn't necessary for the paint I had ordered. Call them back to cancel the sealer order. They said too late its already been sent to warehouse to package. I requested they call the warehouse and cancel. They said they couldn't, just wait for the tracking number and have them re-direct. So I did that. Shipper would not allow me to re-direct, they said shipper had to do that. Called them back, they wont do that. They said if they delivery the package they will not even take it back (paint - per the policy). They said if you are there refuse package and they would then charge me 20% for refusing and the another 20% for re-stocking. All of this could have been avoided if they had just not shipped the package as I requested. You think for 1 second they knew once they got that paint out the door I was screwed? You bet they did. If you order from them after reading this review or any of the others you deserve what you get.

Customer service lady was nice though. It was out of her hands at this point. "

"Ordered a Hayward Salt and Swim Generator and thought I got a great deal. The price sounded to good to be true so I chatted with their rep and then called their company to confirm and was told it was everything that I needed to convert my pool to a salt pool. I received a Salt cell instead. When I contacted them to let them know they made a mistake, I was told that it should be the entire system. The chat rep said she would take care of it. A day later, I was told that there was a mistake and that the listing was incorrect. They apologized and said they would not honor it and that if I wanted a refund, I would need to ship the cell back to get a refund. Here's the kicker: The listing is still on their website and they haven't changed it one bit so it seems like a true "Bait and Switch" "