In The Swim
reviews and complaints

I recently made a purchase on InTheSwim's website for a pump/filter combo in the first week of July. I was eagerly waiting for my package to arrive, and when it did, I was disappointed to find that only the filter had been delivered. I immediately contacted their customer service team to report the issue, and they requested a picture of the missing part. I was a bit confused by this request, but I sent them a picture of the filter and the empty box nonetheless. They assured me that they would take care of the issue as soon as possible.

After waiting for four business days, I decided to call their customer service team again to get an update on my missing pump. I was relieved that I did because they asked me if I had shipped the filter back yet. I was surprised by this question because no one had told me to send the filter back, and why would I, as it was only half of my order. The customer service representative then informed me that they had sent me a return shipping label, which I had not received. On July 14th, I was told that they would send me a return label within 72 hours, and I was supposed to ship my filter back so that they could send me the same filter and a pump. I'm not sure why I have to wait 72 hours for a label, and it has been 36 hours so far, and I have not received anything yet.

I'm glad that I had a spare pump because if I didn't, my pool would have turned green due to InTheSwim's mistake and questionable customer service. I was disappointed because I had spent over $600 on this purchase, and I did not expect this kind of service from them.

I recently made a purchase from InTheSwim and I have to say, I was not impressed with my experience. I ordered a solar shower on October 12th, and it was delivered on October 16th. However, when I opened the package, I was shocked to find that only the base of the shower had been delivered. I was extremely disappointed and frustrated, as I had been looking forward to using my new shower.

I immediately called InTheSwim's customer service line on October 17th at 7am to try and resolve the issue. I was on the phone for an hour, but the representative was unable to find my purchase order in the system. She claimed that she was getting help from her supervisor, but the call ended up getting disconnected and I never received a callback, even though I had given my phone number at the beginning of the call.

I decided to call back and try again. This time, the representative was able to find my order within 5 minutes of the conversation. It was frustrating to think that I had wasted an hour on the phone with the previous representative, but I was relieved that my order had been found. However, the representative then informed me that they did not have the shower or any solar showers in stock, and that I could only receive a refund.

I was extremely disappointed with this response, especially since I had all of the electronic proof of my purchase, including pictures, barcodes, order numbers, dates, prices, confirmation, and tracking numbers. It felt like the customer was wrong, even though I had done everything right.

Overall, I was not satisfied with my experience with InTheSwim. I hope that they can improve their customer service and inventory management in the future to prevent situations like this from happening again.

Had to replace my old solar cover (8mil) after only two seasons of use. I waited until the covers of 12-16mil were available and bought the 16mil one from InTheSwim. It arrived in just two days from the time I ordered it and placed it on my 24 foot round pool. To my surprise, it only took two days of sunshine to raise the water temperature to a comfortable 82 degrees. I used the pool, put the cover back on, and instead of the temperature dropping, it raised another 2 degrees to 84. I love my pool water to be warm, and at 73 years young, I don't need a shock to my system by stepping into ice-cold water. This solar cover, despite its weight, is awesome.

Besides, the pool company that opens and closes my pool has to remove, fold, and store the cover for me. The cut of the solar cover is a bit larger than 24 foot round, we think it is about 25 foot but no worry, we keep one area sitting on the walkaround deck. We may or may not trim it down as the extra length came in handy with the last thunderstorm. We were able to use the leaf collector to pull the tree branches towards us to toss off the pool. Otherwise, they would have been at the bottom of the pool - Ugh!

Overall, I am very satisfied with my purchase from InTheSwim. The shipping was fast, and the product exceeded my expectations. I would definitely recommend this solar cover to anyone looking for a high-quality and durable option to keep their pool warm and clean.

I gotta say, my experience with InTheSwim was not great. The first time I called to order some stuff to close up my pool for the winter, I got hung up on! Can you believe it? I had to call back and it took a whopping 45 minutes just to place an order for some shock and chlorine tabs. The person on the phone was so confused by their "new order system" that they couldn't figure out how to apply my catalog discount code. I mean, come on, it's not rocket science! There were these long, awkward silences while she tried to figure it out. Eventually, she managed to place the order, but somehow ended up charging me an extra $50 that she couldn't explain. I had to ask for a supervisor, who thankfully knew what they were doing and was able to place my order correctly.

That was six days ago, and my order still hasn't shipped. When I called to check on it, all they could tell me was that the products had been "allocated". What does that even mean? They suggested I call back in a few days to see if anything changes. I'm starting to worry that this whole operation is going down the drain. It used to be so easy to get pool supplies from InTheSwim, but now it's just a mess. I hope they can get their act together before it's too late.

I recently made a purchase on Amazon for a new spa blower and In The Swim was the seller. I was excited to receive my new item, but unfortunately, I was disappointed with what I received. The item I paid for was supposed to be new from the manufacturer, but what I received was a used, broken, and tampered with item. I was extremely upset and immediately brought this to the attention of In The Swim, Amazon, and even the BBB. However, In The Swim refused to exchange or refund my purchase.

I am now determined to get my money back and have been working on getting In The Swim removed from Amazon. It's clear from looking at the BBB and other sites that this is how In The Swim does business. They don't care about their customers and are only interested in scamming and burning them. I strongly advise against using them for any pool products. Do yourself and other customers a favor and buy from elsewhere.

The pictures I took clearly show the damage to the housing and a missing bolt. Additionally, the machine turns on for a split second then turns off due to whatever the previous owner did to it. I have sent all documentation to In The Swim and Amazon, but so far, In The Swim has completely refused to help. They suggested I use the manufacturer warranty, but unfortunately, the warranty was voided by the previous owner. Amazon hasn't been much help either.

Overall, I'm extremely disappointed with my experience with In The Swim. I was expecting a new item from the manufacturer, but instead, I received a used and broken item. In The Swim's refusal to exchange or refund my purchase is unacceptable, and I will continue to fight for my money back. I strongly advise against using In The Swim for any pool products.

I ordered two pool covers from InTheSwim in September. One was a floating cover for my small dog's safety, and the other was a mesh cover that allows water to pass through but catches leaves. I was excited to receive my order, but I never received an order confirmation from them. However, my order arrived on time, but it was missing the water bags that were supposed to come with the mesh cover. I was disappointed, but I called Customer Service, and they apologized for the mistake and promised to send the water bags in about a week. Unfortunately, the water bags never arrived, and I had to close my pool without them, using ropes to tie the mesh cover down.

I was extremely disappointed, so I contacted them again in mid-November. This time, I was told that they could not find my order, and I could not find it either. After I sent them a photo of my shipping label off the box, the agent suddenly decided that the cover I ordered did NOT come with the water bags, even though another agent had previously told me that it was a mistake and they would be sent. I was confused and frustrated because I knew what I ordered. I did hours of research about what I wanted before I ordered, and I felt like I was being ripped off.

Overall, my experience with InTheSwim was not great. While I did receive my order on time, the missing water bags and the conflicting information from their customer service team left me feeling disappointed and frustrated. I hope they can improve their communication and customer service in the future.

I recently bought a rectangular Intex pool from InTheSwim in August of 2021. The package looked good, so I put it away until the spring. However, when I opened the box, I found out that the liner was for a different pool size. I contacted them, but they said that it was past the 90-day return policy. I was disappointed because I paid $1300+ for a pool that sold for $1000.

I tried again and explained that they sent me the wrong pool, but they still refused to help me. I even contacted the Better Business Bureau (BBB) to help me with my case. They asked me to send photos of what I received, which I did. However, they wanted more photos of what I sent them already. It was frustrating because it took them 3 to 4 months just to give me a runaround. In the end, they decided not to answer, and the case was closed without any resolution. I even asked if they could refund me the difference, but I got nothing in return.

I reported them to the Federal Trade Commission (FTC) and hope that anyone else who has been in the same situation as me does the same. My advice to anyone who wants to order from them is to make sure that it's in manufacturing packaging and check it out immediately. Don't make the same mistake as I did.

Overall, I was disappointed with my experience with InTheSwim. They didn't help me when I needed it the most, and their customer service was terrible. I wouldn't recommend them to anyone.

I recently had an experience with InTheSwim that left me feeling frustrated and disappointed. I had been browsing their website and came across a product that was advertised as having "One day delivery". Excited about the prospect of receiving my order quickly, I proceeded to place it. However, to my surprise, I was informed that one day delivery was not available for this item.

Feeling dissatisfied, I decided to reach out to their customer service team the following day. I spoke to another representative who initially told me that one day delivery was indeed available. However, after providing all the necessary information for my order, she then informed me that it was not possible.

What made matters worse was that their magazine clearly stated on the front cover that the product had "One day delivery" in bold letters. Another page specific to the product also mentioned "one day delivery". However, there was no mention of any clause stating that it was not guaranteed.

In fact, they even dedicated a quarter of a page to advertise "FREE ONE DAY DELIVERY" in big bold letters. Yet, there was no indication that it was not guaranteed. Even on their website, the page on "1 day delivery" did not mention anything about it not being guaranteed.

It was only on an entirely different page in small letters that I found a clause stating that one day delivery was not guaranteed. I was informed that the item I wanted was only available in one warehouse, despite the fact that they have 9 warehouses across the country.

Overall, I found the level of stock inadequate and the ONE DAY DELIVERY policy quite ambiguous with many exceptions. As a customer, I expect transparency and honesty from companies, and unfortunately, my experience with InTheSwim fell short of my expectations.

I recently made a purchase from InTheSwim.com for a pool closing kit. The kit advertised chemicals to winterize my pool and a "Bonus" air pillow for only $33.00. I was excited to receive my order and eagerly awaited its arrival.

When I received my shipping notification, I was surprised to see that it only showed a picture of the air pillow and not the chemicals as advertised. I received the air pillow but not the chemicals. I was disappointed and frustrated, so I called the company on a weekend. Unfortunately, the person who answered the phone spoke very poor English, and it was difficult to communicate with them. I was told that they would take care of it for me, but I wasn't sure if they understood my problem.

A few days later, I received a new email notification that the chemicals had shipped, but this time the picture showed a small bottle of chemicals with a price of $18.99. I was confused and frustrated. I had already paid for the pillow and chemicals, and I wasn't going to pay any more. I waited for the chemicals to arrive and checked my credit card statement. Thankfully, there were no additional charges (not yet anyway).

The "Bonus" kit was not worth the aggravation that came with a bait and switch scheme and the headache of wondering if I was going to be charged more. I would advise others to swim away and swim away fast from InTheSwim.com.

Update: I inflated the pool float and closed the pool. A few days later, the float had deflated. I had to remove the cover and attempt to find the leak on a 4x8 float. I inflated the float, glued the valve shut, and recovered the pool. A few more days later, the float had deflated again. I would advise others to stay away from their pool floats as well.

I had to order some depth markers for my pool and decided to use InTheSwim's website to do so. Unfortunately, the website was unclear about whether adhesive was included with the markers. I decided to contact their customer service team to clarify this issue. After speaking with them, I was assured that the adhesive did come with the markers. However, when I received the first shipment of two tiles, I noticed that there was no adhesive included.

I immediately called the company to inquire about this issue. The customer service representative had to speak with multiple people before finally telling me that the adhesive was not included with the markers. When I asked what type of adhesive I needed to use, the representative could only say "caulk" repeatedly. I pushed for more information, as I knew there were several types of caulk available and I doubted that a standard tube of tub and tile caulk would work. After being placed on hold for a few more minutes, the representative finally told me that it was a specialized caulk that they did not have in stock.

At this point, it was determined that I needed to return the order. The agent informed me that I would need to wait for all three shipments of the tiles to arrive before I could call back with a case number, repackage them, and drive them to the closest FedEx store, which was 30 minutes away from my house. I was also told that a shipping label would not be available until I called back for the second time.

Overall, I spent 30 minutes on the phone with InTheSwim's customer service team, only to find out that they had given me incorrect information when I placed my order. I then had to wait a couple of weeks for my money to be refunded, spend another 30 minutes discussing a shipping label, and then spend another 30 minutes repackaging the tiles and driving them to FedEx. The incompetence of this company is truly unbelievable. At times, I felt like I was in a comedy skit.

In the end, InTheSwim cost me over an hour of my time. This was my first time placing an order with them, and it will likely be my last.

I ordered a pool pump on April 2nd. Expected delivery was April 17th. Checked on the 16th, and delivery was moved to April 24th. Emailed customer service and asked what was going on as the item showed it was never picked up by ***. Customer service said they were escalating the issue and reassured me everything would be fine. In the meantime my pool had developed a bad white fungal bloom and had to be drained. I never heard back from customer service. On April 26th, I called again and was connected to someone with as much information as I had on the shipment tracker...meaning nothing. She tried to very cheerfully say everything would be fine and I would receive an update when it shipped. It wasn't until I told her it had already been escalated that she even looked further. She said it had never been picked up and she didn't know why. I asked if she could just ship me another one. She put me on hold, came back and said yes. I asked her if I could pay for expedited shipping. She put me on hold, came back and told me she had shipped a new one out. I asked again about expedited shipping. She put me on hold, came back and notified me THAT THEY WERE *** STOCK. What? When was someone going to tell me this? It had been almost a month. I asked to speak to a manager, who I kid you not, told me he had found a very good solution to my problem. He would offer me a refund, and even refund the tax (as if that was some kind of gift to refund what I already paid). Holy *** this was a bad experience. I ended up taking the refund, but I should have sent them the *** to refill my pool. "

On July 29, I purchased a 16x32 right step winter cover (order # WIT0337925) and the winterizing kit (a separate order), both in anticipation of closing the pool for the fall. I didn't take the winter cover out of the box until I was ready to cover the pool. The reason being, I'd purchased the same cover the previous year (a tree branch damaged the cover) no problems with the order, the large size of the cover, to unbox and inspect required laying out in the pool area which was not an option at the time and protecting the cover since I wouldn't be able to re-box the cover. When I winterizing the pool on October 1, I unboxed the cover to cover the pool. That's when I realized they sent the wrong cover. I called customer service, explained the situation. *** stated they would send out the correct cover and a return shipping label for the wrong cover. When I inquired about the replacement of the winterizing kit, since I would need a new kit, I was told they couldn't do that. After requesting to speak to someone in management, I was told a manager would call me back, which never happen. I called back only to be told I would receive an email from the specialist team. I received the email from the specialist that stated they would not replace the cover because it was past the 30 return date.I purchased an item that was not sent. In the swim should send the correct item regardless 30-day policy. Had they sent the correct cover, there would not have been an issue with replacing the winterizing kit. I shouldn't have to repurchase the kit due to the your error.>

I ordered my pool and everything to go along with it, for a total of $1100.00 on 5/8, website did not state it was on backorder. I waited the 7-10 days and contacted them, letting them know they took the full payment but I had not shipping information on any of the items. I was told the entire order is being held until all items were in stock (but they took the full payment 2 days after I placed the online order). On 5/14 I received an email with all items and tracking numbers for each item, when I did not receive all the items I contacted their customer service and was told "It was a generic email". Who sends out generic emails with bogus tracking numbers? On May 22nd, I received another email that the pool was canceled and the money would be refunded. I called and talked to customer service and they told me the pool was on order and inventory was expected in on 6/8 and I would have the pool within 2-3 weeks. I checked my bank account last night and noticed the money was refunded for the pool (No email, no phone call...nothing). This morning I chatted with customer service and was informed that the pool is still on order and that I should be receiving it by the end of June. I understand that Covid-19 could impact the pool industry, but their customer service team has integrity issues. I have been a long time customer of in the swim, but the way they have done business through this pandemic, sending out generic emails with bogus tracking numbers, taking full payments when merchandise has never shipped and being dishonest has forced me to look for another online pool supplier.

I placed an order back in beginning of May . I ordered a pool which the boxes were all trashed and parts for my pool fell out somewhere before they reached me (2 metal strips to hold pool together, skimmer, pool cap for a Tuscany 15x54 pool, the hardware for the pool, return fittings, coping strips) I've called numerous times and have spoken to Barbara who sent my list off to whomever, then her supervisor Ruben who stated he sent my missing info to customer service to a lady named Lacey because it was out of his hands. Then I called customer service back and a supervisor named Tameka ext. 7488 called me back and once again I had to repeat the issues with my order to her. She in turn told me she would handle it, but was going on vacation for a week, but would call me before she took her week off. No call and I also asked for a refund and she stated I would only get 20% back for what I paid for the pool which would be $260. She stated she would work on that and my refund. I have given In The Swim weeks to rectify this situation. I want my missing pool parts and my partial refund which I think is a joke because I have an order of over $2000 and I have no full order to even put my pool up. Your customer service is horrible...and stop using the excuse that Covid-19 is the reason for the incompetence and ignorance of your employees. You have my money and I have half a pool. Fix this issue, get me my parts, give me an apology and I'd appreciate 20% refund of my whole order. Oh and get new employees, one's who have compassion. Someone from In The Swim can look my order number up, look whats going on and rectify this asap.

Worst company and customer service that I have ever dealt with. Absolutely do not order from here. I ordered a pool ladder on 7/29, which was listed as being in stock on the website. I chatted online with a representative the following week as I had not received any sort of shipping confirmation or order update. The representative told me that my order would be shipping out soon. The next week, I still had not received any sort of update so I checked the website, and the ladder was now listed as being out of stock. I never received any sort of notification from the company that product I ordered and was charged for was now out of stock. I called to cancel the order and was notified that my cancellation was submitted and I would be issued a refund. I chatted online with a representative a few days later who told me that the cancellation was not processed and that "special approval" was needed because it was a backordered item (which was not the case when I placed my order). I was told that the cancellation would be processed within two days. Two days later and nothing so I called again. The representative told me the same thing, two days and it would be processed. Today, two days later, I chatted with a representative online, who told me that the cancellation process had not even been started because the supervisor had not gotten to it yet. Called a customer service representative who told me that I should have received my refund already. Have left messages for Marisol, who is apparently a supervisor, and have not heard back. I would point out that we are in the middle of a pandemic when most people are struggling are financially and cannot afford to have almost $300 being held by a company that seems intent on not returning it. If I could leave zero stars, I would.

Purchased a Polaris 380 Pool Vacuum Feb 2, through the Amazon Marketplace with In the Swim (ITS) being the seller of record. Identified on Feb 18 that the backup valve was defective. Confirmed with a local Polaris Dealer - item defective. Feb 18 - Contacted In the Swim (as directed to by the Amazon Marketplace) and was told by Jonalyn (ITS) that since the return valve had been replaced - the warranty on the unit was void. Feb 18 - called ITS and spoke to Lucky (ITS) - who advised that she could not look up the order and no manager was available. Contacted Amazon - who authorized a replacement. Then *** (ITS) contacted me and said that ITS would be happy to replace the return valve - if I still wanted it. I notified *** that the replacement of the whole unit was already arranged by Amazon and scheduled for Feb 24 - and I would return the defective unit on Feb 25.I received multiple delayed shipping notifications from Amazon. Pushing the delivery of the replacement unit from Feb 24 out past Mar 2. Feb 25 - I contacted IWS - *** advised that ITS would not ship replacement until they had received the defective unit with all original packaging. I asked *** if a carbox shipping container would be acceptable and no reply was received.I contacted Amazon - and they elected to process this as a refund without requiring the return of the defective product.I spent about 5 hours attempting to communicate with ITS. Perhaps an hour on the phone with Amazon.Amazon handled this in an exemplary manner. The third party seller, In the Swim, handled this poorly and does not appear to have a competent customer service organization to handle sales through the Amazon marketplace. No useful support numbers were ever found. No one at the company ever answered the phone. Outsourced call centers for ITS were not able to handle amazon orders. Only channel was the dysfunctional marketplace msg ctr I would not use In the Swim for future purchases

I placed an order on April 22 on a 9x18 intex pool that said it was available online. The order was able to be placed. I followed up the week after and they said it would be shipped within a couple days. A week passed by and called back because I still hadn't received an email on order or Shipping confirmation. They said because of covid circumstances it was delayed 2 weeks. Their customer service is horrible, me as a customer should not have to keep calling about my order, their employees should. After the last conversation I said fine, ill wait another 2 weeks. Finally I get an email from Vianet *** a "representative" for intheswim, and offers me a replacement pool at a discounted rate because the pool that I had order wasn't able to ship untilthe end of June. Of course I didn't want to wait much longer so I went ahead and took the offer. So she canceled my 9x18 pool and order the new pool through her. I asked for a link to view the pool and she gave it to me, she said..."I know you seen on the link that the pool im offering you says it out of stock, but we have some in the warehouse, we just don't want to get overwhelmed with more orders " which is understandable. They took my new payment, while still waiting for a refund on my first order. So by now, they have taken 2 different payments. She told me I would receive an email the next day confirming the order, which I did. 2 days passed, and I have not received a confirmation on Shipping, so I called to follow-up on it to find out they had canceled my 2nd order without confirming with me or telling me. If I wouldn't called to ask, I wouldn't have found out. I asked why and not 1 of their phone representatives could seem to know. Finally after a long wait on being on hold over the phone, a lady said because they were not stocked. This whole experience was very frustrating and stressful. So now I'm stuck with no pool, no money refunded yet,(still waitng), and nowhere to order a pool from anyone else because now 5 weeks later of playing games on this order, every place is out of stock. I have emailed them expressing my frustration and never even got a reply! Hope everyone reads the real reviews and not just the 5 star reviews they choose to place in their web site!

On 05/14, I ordered two items from your company's website. A solar pool cover and a bucket of chlorine. On 05/14, I received an email from the company indicating the order was shipped. When the items did not arrive on 05/23, we contacted the customer service department who related to us that the pool cover was not even in stock. We asked to speak with a customer service supervisor. We were connected to a Leslie. Leslie related she was not sure of a date for shipping of the pool cover. I asked for the order to be cancelled because I could not wait that long for the product, especially after I expected the product was already shipped. I also replied to the cancellation website as advised. I was told the chlorine could not be cancelled but the pool cover could. Leslie assured me that the refund was taken care of and I would see the handling refund applied to my credit card first. I then purchased a pool cover from a local store. On 05/24, the pool cover arrived at my residence. I was no longer in need of this product, and purchased one at the assurance that the refund was being credited. On 05/26, I contacted customer service again to ask why the pool covered arrived. When I asked for a supervisor, I was transferred to a voicemail for a customer service manager. On 05/27, after not receiving a callback, I contacted customer service again. The representative Debbie, was very polite and contacted a customer service advisor. The solution was that I was to wait up to 72 hours for a shipping label, call *** to come get the product, then I would see a refund issued to me after In The Swim received it. This is not satisfactory. The lack of communication and computer coordination to solve this problem is poor at best. The communication from the company that the product was shipped, only to find out 9 days later that it was not in stock is poor. I thought once a supervisor assured me the issue was taken care of, I would not experience any further issues. Now that the product has arrived, I have to take the steps to get it returned. I also have to now wait until In The Swim receives the product back to then start processing the refund. I am completely dissatisfied with the customer service and organization of this companies business practices.

I do wish I would have checked here first before ordering from this company, as they have no interest in correcting their wrongs; not even an attempt. In essence, if one pays for a product, you expect that the correct product is delivered. If it is not, then it is a theft of monies. I'll explain.In November I order a pool stairs add-on. The box delivered was massive, and the temperatures freezing; therefore, as any reasonable person would have done, expecting that company was competent enough to properly fulfill the order (***, I was wrong here), I put the massive box aside until the temperatures were warm, and I'd be opening the pool. Well, it doesn't take much imagination to guess that when I opened the massive box, with the brand new product still inside, it was not what I paid for. So, as any reasonable person would do, I reached out to the company in effort for them to correct their wrong. They had taken my monies, but they did not provide me with the product I paid for. Their response of course was that I was outside of the 30-day policy. Mind you, policy is not law. Taking ones money for a product and provide the customer with the wrong product is against the law, however. A policy is a statement to the customer as to how the company feels, nothing more. It does not actually hold any legal binding. It is not a contract signed between the two parties, and therefore doesn't hold any actual weight.With regard to the policy, even if we do entertain that, it is not reasonable in the mind of any human, to open a massive box in the middle of the winter which is meant for an outdoor pool. After all, no average person can actually even lift the box, but more reasonably wouldn't open it and take the parts out in effort to check that it is the correct product. A reasonable person, again, expects that the box contains that which was paid for, and would inspect the product when it becomes time to put such a massive product together; in this case, come Spring.In the end, all the company had to do was either send me the correct product, or refund the monies, seeing as they did not provide me with that which I paid for. If they had wanted their unused product back, I was willing to help them retrieve it. After all, fair is fair, and normally I would like to see businesses in this country be successful (Judging by the 2.4 rating I'd say they are not doing a very good job at it, unfortunately). However, In The Swim has told me multiple times that they have no interest in correcting their wrong; only that they took my funds and provided me with the wrong product (I honestly still don't think they even know what they sent me). So, as I'm doing now, I'm warning the American public to stay clear of this company. Should they make a mistake they are not willing to correct their mistake, even after having taken your funds. They will state that it is their policy. However, again, a policy is merely something a private organization puts forth in effort to give them something to say to people, like me, in hopes to sway them from actually doing anything, as if it was the customers fault (Shift blame to the customer, if you will). However, I know better. Again, a private policy is not a legally binding contract between two entities, and it can be circumvented should the private company decide they want to correct their wrongs. With any luck, this company will go out of business and fail. There are plenty of other companies out there, and perhaps they are either competent enough to not mess up orders, or at least willing to take responsibility for their mistakes when they do. Those companies I can stand behind - not In The Swim"

My Father-in-law swears by this company. I want to swear AT this company I'm so angry (for AT LEAST 2-3 reasons). This is a $2500 bought lesson rant, so bear with me. 1. Ordered Chlorine tablets on 5/4, which according to website, was supposed to be shipped within ONE DAY. Obviously, didn't happen. Did receive box on 5/11. Full week later. And here's the issue - IT WAS A SOLAR POOL COVER! What? Contacted ITS and they informed me I would have to send cover back BEFORE they could send tablets. I was angry. Asked to speak to supervisor after arguing with CSR for about 8-10 minutes. Was told he was unavailable after 3-5 minute hold. Left message. Good part. He called back next morning and said company would send me tablets IMMEDIATELY and return label. Well, received return label, but as for Chlorine tablets? Got email with tracking number. Tracking number is for RETURN to company! Wow. 2. Ordered SOLID POOL COVER in May on the advice of Andy Boyle, sales rep. Told him I had small child, new to pool ownership, wanted to make sure he would be safe. What sold us on the cover was he stated it had 3 YEAR FULL REPLACEMENT WARRANTY and explained that if anything happened (within the 3 year period) it would be replaced, and after that, prorated. This is a $2000+ cover mind you. Never mentioned their was a 3rd party involved - GLI (cover manufacturer I came to know later in story). Said I could send current pool cover (old, tattered, and yucky) to ITS and they'd make it from there. Sent me a box to place it in (which CSR reminded me had GLI name all over it - which of course I never paid attention to, just assumed it was ITS group). Got cover (little later than expected date of delivery, but no issue). Put on and enjoyed it through the winter since we had no intention of using pool that first year. Solid cover with drain in middle that is supposed to let water through when it rains. Fast forward to 2020. Cover drain has never drained properly! Water gathers on cover and I had to secure pump to pump water off. (Called ITS then and lady told me essentially, just keep pumping water off! Wow). By now, I'm no longer desiring this cover and really wish I could just trade it in for regular mesh one I initially thought to purchase. Then, one weekend, big rain storm, we're away a couple days. Return home, RIPPED! This is March . I contact ITS. That's when I begin to learn more than I ever want to know about GLI and warranty legal language and [Acts of God, installation error, and customer misuse} CSR run around claims. After contacting ITS, I'm told I need to contact GLI since they manufactured it. After a couple of back and forths between the two, and having sent pictures to BOTH, and having had way more conversations than I thought I should, I finally get told, by Andy Boyle again, yes, same one that told me I had a 3 YEAR FULL REPLACEMENT WARRANTY, that GLI would send me a box (first time ITS has mentioned GLI to me). Put cover in box, send it to them. They will inspect it to see if warranty applies. WAIT?! WHAT?! This was not part of the deal! Reluctantly, having no other alternative, I agree. On top of that I have to pay $100 (plus tax) to have it shipped! All of that was March . Get box and send it to them around April 10. Wondering now, if I hadn't sent follow up email yesterday would I know now what has made me so angry today. Get call from Andy Boyle, this morning. Warranty denied. GLI says no rip in seam observed, but they can repair it for you for just $1300+! WHAT?! Or, you can buy another one from us for $2300+. NO! I don't want to do either! I want you to honor your word regarding 3 YEAR FULL REPLACEMENT WARRANTY. When I call him on that, he ADMITS he said it, but then tries to insult my intelligence by saying that fully replacing it no matter what is not what is meant by 3 YEAR FULL REPLACEMENT, but that what is meant is that IF the manufacturer sees they made an error then they will repair or replace it. THAT IS NOT WHAT YOU SAID WHEN YOU SOLD IT TO ME ANDY! You said 3 YEAR FULL REPLACEMENT and explained that IF ANYTHING HAPPENED within 3 years, it would be replaced, or prorated after that. After yelling at him for a few minutes, I asked for his supervisor. You know what happened, they were unavailable and I had to leave message. Also sent email (which, by the way, I had been doing through this whole ordeal). Good thing. I get response within hour. I'm still hot (angry that is). Lady proceeds to tell me that warranty clearly says acts of God, improper installation, and customer misuse are not covered. Okay, yeah, rain is an act of God, but cover was on pool from June to March with one main problem (drain was not effective). Where is the installation issue or customer misuse? By now I'm livid! She then proceeds to further insult my intelligence by telling me I obviously don't know how things work! WHAT?! Because no one fully guarantees anything. Small concession I never got to hear was that they would be willing to work with me on repair costs, and that maybe they could have drain inspected, but of course by then I was so angry I said I needed to call my attorney. She terminated call. I suppose that's what they have to do to protect themselves legally from multiple lawsuits. But what is the LITTLE person who just spent $2400 on a product that has left him highly dis-satisfied, $100 to ship it back to your 3rd party manufacturer, and now being told they have to spend AT LEAST another $1300 to repair product supposed to do when they ONLY PURCHASED product based on salesperson Andy Boyle's assertion that there was a 3 YEAR FULL REPLACEMENT on it?! They are screwing us from both sides and leaving us very little recourse. I want justice! My rant ends here. My name is Jefforey Stafford and I can be contacted at email address or number on record by ANY ITS representative that will not try to insult me, or insinuate that I'm solely responsible for the damage to the product I purchased from them, and is genuinely interested in reaching an amicable solution to this horrible mess! I didn't buy anything from GLI knowingly. I was duped by Andy Boyle.

We ordered a 24pd bucket of Chlor tabs. The end of July

the box it was placed in our shed like normal

We opened it up this week in middle of sept and to our surprise it is a 9pd bucket !

I have reached out to customer service 3x we are no looking for a refund nor to return these. (We are using them)

Just simply wanted to see if we could get another 9 pd bucket to make up the difference for the 24pd we paid for

Still won’t be all the pds but it’s ok

We was told no returns or replacements after 30’days

I’m not asking for that

I have read the policy

I am asking for my pool supply company to have my back when picking / shipping process errors happen and send out another small 9pd bucket of tabs

I paid for more chlorine tabs

That really not asking for much

[protected]

Order number Amazon

So, I went and bought two of the Skim-It's for my in-ground pool from InTheSwim. But, let me tell you, they don't work at all! I mean, very little debris goes into the skimmer, and most of it stays around the Skim-It. And, to top it off, most of the debris gets directed back out to your pool. I was so disappointed! So, I asked for a return label so I wouldn't have to pay another $9 something for shipping. But, they wouldn't do it! Can you believe that? Even though the product doesn't do what it states it should do. I let them know that I won't be buying from them again. I mean, if I sent it back, I would be out $20. And, I paid $43.98, so I would lose $20. That's not fair at all! I say, if it's advertised to do something and it doesn't, the company should honor all your money back. It should be considered false advertising.

Honestly, I'm so tired of all these companies trying to sell us these stupid gimmicks that don't even work. Most of the time, we don't even need them! And, when we do try them out, they don't work as they state. It's just a waste of money. InTheSwim is a poor company to do business with, in my opinion. I wouldn't recommend them to anyone.

This product is not worth your money! Be careful when dealing with this company and their products. They sell cheap imitations that do not live up to their promises. I bought a generic replacement for my Pentair IC40 system, and it stopped working after only 20 months of normal use. The motherboard failed, and the company refused to take any responsibility for it. In the Swim is another seller that offers this product on Walmart.com, and their customer service is terrible. They offered me a measly 10% discount on a replacement unit that will probably fail again in 20 months, but they are charging almost $700 for it. It's better to buy the name brand product and avoid purchasing from Splash or In the Swim. The original Pentair Intellichlor product lasted for 13 years, and a replacement costs $1000. If you compare that to this dumpster fire of a product, you'll realize that you're throwing your money away on anything that In the Swim and Splash sell.

I recently made a purchase on InTheSwim.com for a slide that cost me $3k on July 1st, 2020. The website stated that it would usually ship within 15 days. However, I did not receive any communication from In the Swim regarding my order. I tried calling them on three different occasions on August 13th, August 19th, and August 28th, but each time I got a different answer. The representatives told me that it would ship on August 24th, within 7-10 days, on September 21st, and even 100 days. I also chatted with the Facebook manager, but I still did not get a clear answer.

To make matters worse, the website showed that the item was in stock while the supervisor was telling me that they did not know when the slide would be available again. I was advised by In the Swim to cancel my order, which I did. However, I have not received my refund from In the Swim yet. This experience was very frustrating for me, and I was disappointed with the lack of communication from In the Swim.

Fortunately, I was able to find the exact same slide on Pool Supply Unlimited, and they shipped it to me the next day without any problems. In the Swim needs to improve their inventory management and communication with their manufacturers and customers. I will not be doing business with In the Swim in the future.

I recently made a purchase from InTheSwim and was disappointed with the delivery process. I specifically requested that my order be shipped via Federal Express due to my long and uphill driveway, but unfortunately, the company decided to use a trucking company instead. This caused a major inconvenience for me as the trucking company only delivers to the bottom of my driveway, leaving me to figure out how to transport the items to my home.

When I reached out to customer service, I was met with unhelpful responses. The first representative I spoke with simply told me that the item had already been shipped and there was nothing they could do. It wasn't until I spoke with a supervisor that I received any sort of assistance, but even then, it felt like too little too late.

I'm frustrated that this situation could have been easily avoided if the person who took my order had been more knowledgeable and truthful about the shipping options. Now, I'm left with the task of arranging for the truck to deliver to a different location and then transporting the items to my home myself.

Overall, I'm disappointed with my experience with InTheSwim and would not recommend them to others. If you're looking for a company that values customer service and takes the time to ensure your needs are met, I suggest looking elsewhere.

I recently had an experience with InTheSwim that left me feeling quite disappointed. I placed an order for chlorine on April 30th and received a shipping notification the same day. I was excited to receive my order and eagerly awaited its arrival. However, on May 10th, I noticed that the tracking information only showed that the label had been created and the item had not yet been shipped.

I decided to call InTheSwim to inquire about the status of my order. Unfortunately, the call center representative I spoke with seemed to have limited capabilities and struggled to understand my concerns. Additionally, their English was not very good, which made communication difficult. After checking with FedEx, they confirmed that my order had not been shipped and that the product was no longer in stock. They offered to cancel my order and issue a refund.

However, when I received the credit, I noticed that it was $10.59 less than what I had originally been charged. I called back to inquire about the discrepancy and was told that since the order had been shipped and returned, they would not refund the shipping costs. I spent 30 minutes arguing with the representative on the phone, trying to explain that I had not returned or canceled the order on my end.

After much back and forth, they finally agreed to issue a credit for "$9.99", then "$10", and finally "$10.59." I was left feeling frustrated and disappointed with the whole experience. I had hoped for a smooth and hassle-free transaction, but instead, I was met with confusion and miscommunication.

Overall, I would not recommend ordering from InTheSwim. While their prices may be competitive, their customer service and communication leave much to be desired. I will be taking my business elsewhere in the future.

I had a really bad experience with InTheSwim. Their customer service is just terrible. I bought a T-15 salt cell from them less than a year ago and it stopped working. When I bought the cell, I asked how to register for the 1-year warranty. InTheSwim told me that the serial number and date of purchase were already entered into my customer account. They assured me that if I had any problems, all I had to do was call them.

But when I called them, they couldn't find any sales information in my account. I was really surprised because I've placed more than 20 orders with them in the past. I tried to pull up my online account info, but their site said they were having technical problems. When I called again, I explained that I had a dated payment receipt. They said their warranty department was processing my request, but they couldn't tell me when they would get back to me.

It's been almost two weeks now, and I still haven't heard anything from them. I'm really disappointed because I thought they would honor their warranty. I've been a long-time customer, but now I don't think I'll be buying anything from them again.

I bought a pool cover from 'in the swim' on Amazon, and I used it for one season. Before storing it for the summer, I rinsed it off and let it dry. I have a salt pool, and I don't use harsh chemicals. However, when I pulled the cover out for the second season, I noticed that many areas of bubbles had disintegrated, and some were missing. To my surprise, new areas started to emerge after I placed the cover back in the pool. These bubbles ended up in my pump and filter, causing a lot of trouble.

I reached out to the vendor 'in the swim' and Amazon for help, but they were of no assistance. I spent $174 on this cover, and it turned out to be a complete waste of money. I had to put in a lot of effort to clean up my pump and filter. I was disappointed that Amazon allowed such a defective item to be sold, despite receiving many complaints. I wish I had seen the complaints before purchasing the cover.

I learned that thinly veiled warranties are not worth the paper they are written on. The vendor did not enforce the warranty, and I had no protection. This experience has made me change my shopping habits. I don't want to deal with shady operations like this anymore. I warn you not to be fooled by their warranties, and don't say I didn't warn you if you get scammed too.

I gotta say, I'm pretty disappointed with InTheSwim. I ordered a pool motor through Amazon on July 1st, 2022, and the website said it was in stock. I got a confirmation that it would be delivered between July 13th and 15th, and then another one saying it would be delivered between July 13th and 18th. I needed the motor ASAP, so I reached out to InTheSwim through Amazon and asked if they could expedite my order.

I got a message back from Hanna A. at InTheSwim, who told me that my order was lost and that I would be refunded on my credit card. I contacted Amazon, but they couldn't help me. Hanna tried to find another motor for me, but the prices were crazy high or there was no stock available. She told me that if I wanted to reorder, it would cost me $417 and take 10 days to arrive. I paid $317 for my original order, so that's a pretty steep increase.

I've worked in sales and customer service my whole career, and I know that when you make an agreement with someone, you need to honor it. It's just good business. I wouldn't recommend InTheSwim to anyone, so be careful if you're thinking about ordering from them.

I recently made a purchase from InTheSwim during a holiday promotion. I was excited to find a bundle that included a vacuum head, leaf net, and pool brush on sale. When my package arrived, I was disappointed to find that only the vacuum head was included in the box.

I immediately reached out to their customer service team via chat on their website. The representative I spoke with told me that I had only ordered the vacuum head and that my order was complete. I was confused and frustrated, as I was certain that I had ordered the bundle.

I asked if I could send a copy of my receipt to show what I had actually ordered. The representative agreed and provided me with an email address to send it to. I quickly sent over my receipt, along with a copy of what the website showed as the price for the vacuum head alone.

Unfortunately, I did not receive a timely response from the company. I reached out again to ask for a status update, but once again, I did not receive a response. This lack of communication and customer service was disappointing, and it has caused me to reconsider doing business with InTheSwim in the future.

I typically purchase all of my pool chemicals from InTheSwim, but I will now be looking for another site to buy from. It's important to me that a company stands behind its customer service and takes responsibility for any mistakes or issues that arise. If a company cannot do this, then I do not want to do business with them.

Don't expect your pool cover to last more than a year or two, and don't think that the 2/10 year warranty means anything but a waste of your time! The first year, there were signs of "degradation" towards the outside excess of the cover... okay, I can still use it. The second year... the top of the cover had multiple holes and fiber separation... due to degradation (the wearing down of the material) or in layman's terms. Poor quality! My cover isn't even 2 years old yet, but when I emailed them to have this cover replaced, I was told that the damage to the cover was "due to Mother Nature" and not covered. I'm sorry... WHAT? What the heck is a winter pool cover supposed to prevent? Rainbows n lollipops? I live in southern NJ... we had NO SNOW, so they can't even blame it on a harsh winter!

The bottom line is that if you want a disposable cover and have money to throw away, this is your place! I replaced mine at half the price on Amazon. I will never order from this company again! I mean, come on, a pool cover is supposed to protect your pool from the elements, right? But if it can't even last a couple of years, what's the point? And don't even get me started on the warranty. It's just a bunch of legal jargon that doesn't mean anything.

So, if you're looking for a pool cover that will actually last, I suggest you look elsewhere. InTheSwim may have a wide selection of covers, but they're all made with poor quality materials that won't stand the test of time. And if you do decide to buy from them, don't expect any help if something goes wrong. They'll just blame it on "Mother Nature" and leave you high and dry.

In conclusion, I would not recommend InTheSwim to anyone looking for a reliable pool cover. Save yourself the hassle and buy from a company that actually cares about their customers and the quality of their products. Trust me, you'll thank me later.

On 5/5/22 at 10:32am, I placed an order #*** through Amazon for an above ground pool in the amount of $1,575.70. For payment of this order I selected my Amazon store card and selected the 12 months equal payments option. At 11:02am I received an email notification that my payment was declined at that my order would be cancelled if I didn't update my payment information. The payment was likely declined because the order amount was over my card limit. At 11:21am, I placed a new order #*** for the same item ($1575.70 above ground pool) using a different payment method and immediately received an order confirmation. At 4:50pm I received notification that the declined/cancelled order #*** had shipped. There was no order confirmation email sent for #*** and At that time I received the shipping notification I checked my Amazon account history and discovered the unauthorized charge of $1575.70 to my debit card for order #***. At this same time 4:50pm I received another email stating order #*** for $1575.70 for the same item shipped. I contacted both the Amazon and the seller (In the Swim) who sold the items on Amazon and both blamed each other for the error and refused to cancel or refund the order. Amazon was not authorized to charge the debit and they acknowledge that their payment wizard charges other cards in file without authorization if your authorized payment method doesn't go through. We clearly requested financing through our store credit card and never authorized our debit card to be used. Now we cannot pay our bills without the $1575 in our account. I explained to Amazon that this was their fault and they should refund the charge and cancel. They should refund the money and cancel they order not charge people who can't afford it. Please Help!

We placed an order with in the swim on April 20th, the total invoice was for 517.74 That total was arrived at by our purchase of: Chrome thermometer 15. 29 a Aqua Splash solar reel of 219.99 Two Sun coil solar domes 123.24 each for a total of 246.98 and a strap kit for 24.99 If you add 15.29 219.99 246.48 and 24.99 it will subtotal 506.75 plus handling charge of 10.99 for grand total of 517.74 We returned the strap kit 24.99 and the solar reel 219.99 due to defect. The company refunded 115.50 and 93.32 which only totals 208.82 they should be refunding 244.98. I have had to call numerous times just to get a refund inititated and to find out it is not correct is frustrating no one ever emails back or calls back I even left my name and number with the corporate office and no response. I called again today and was told they are issuing an additional 23.33 which is still short 12.83. I do not know how they keep coming up with the incorrect figures. they have tried to say it was a discount I was given which is incorrect and I have sent them the original invoice showing no discount on the 219..99 or the 24.99 then today they tried to say it was a restocking fee which is also not correct as they sent defect product. I was told today I was being transferred to an advisor and was transferred who knows where as no one answered. I am beyond frustrated with this company I do not know why it is so hard for them to look at a invoice see those 2 amounts and credit me. I am still owed 36.16 total and I want that credited back to my account. This is the worse company I have ever dealt with, the employees can't even read and add a invoice. No one takes responsibility for any issues and no one calls you back including corprorate office. I will never do Business with them again

In early April , I had ordered a pool hose from In The Swim Pool Supplies from their *** website. The product I received was not the product I ordered. I contacted them via phone and they agreed to send me the correct item. A week and a half later, I received the hose however, it was the same exact hose I received earlier. Now I had two wrong pool hoses. I contacted them once again and requested a refund and I even offered to send the wrong hoses back to them. I was told that the refund would take 2-3 days to process and to not send the hoses back. After 3 days, I had not received a refund. I contacted them via phone and I was told that the process would in fact take 5-7 days. After that time had elapsed, I never received a refund. I called via phone and was told it would take another 5-7 days. I then requested to speak with a manager. I was sent to a voice mail and I left a detailed message. I never received a return call. After a few days, I called once again and spoke to Barbara who stated she was a supervisor. Barbara stated it was completely their mistake and blamed the issue on seasonal help. She stated I will receive a refund by Thursday May 21st. It is now the 24th and still no refund. This is not a seasonal help issue. Barbara told me that management should have taken care of this issue at first. This company should be ashamed of how they handled this issue. At no fault of my own, I have been cast aside, lied to, mishandled, and I feel like my consumer rights were violated. I researched other customer reviews on this company and they are not good. I have spent a great deal of time on the phone and internet attempting to get this issue resolved. I have been patient and understanding to this point. I cannot be patient any longer and would like to see this company reprimanded in some way.

Iplaced an order for a pool vacuum on May20,2020 for $710.99.The order number is B57239986. On May 27th, I was told the item was out of stock with no estimated time of when it would be in stock.I canceled the order and asked for a refund. I was told i would get an email acknowledging the cancellation within 48 hours. On May 29 I called and told them I did not get the email and asked for a credit because I wanted to order another vacuum. I was told that the refund was in process and it could not be done,but I was assured that i would get an email by Monday June 1. No email came so then I spoke to gal named Shruthi who said the refund was approved and I would get an email by Tuesday. No email came so I called again and this time was told that the cancellation papers were never filled out so I asked for a supervisor and was told that one would call me within 24 hours.Nobody called. I called again on June 6 and spoke to Daiquan who apologized and said he would redo the cancellation papers and I would get an email on Tuesday June 9. No email came .This time I spoke to Alexa who apologized and said the cancellation was put in June 6 and I would get an email after 8pm June 9 because that is when the emails are generated. No email came .I called again today and spoke to Samantha and pleaded to be connected to a supervisor. After being on hold for 15 minutes, Tamika, a supervisor first told me that refunds take 10 to 21 days . She rudely told me there was nothing she could do and also told me that the paperwork for the refund was only put in yesterday and then said I woud have my refund in 3 to 5 days.(she contradicted the 10 to 21 day statement she had just made) i am at my wits end because it just seems like they are stalling for some reason. I paid $710.99 plus tax and can't seem to get the money back.

I PURCHASED $1430.41 WORTH OF POOL AND DECK PAINT ON SATURDAY 4/11. UPON REVIEW OF THE WEBSITE I FOUND 2 DIFFERENT COLOR PALLETS FOR THE SAME COLOR NAMES. I UTILIZED THE CHAT METHOD WITH "MICHAEL" AND WAS TOLD HE COULD SEE HOW THIS WAS CONFUSING. I THEN CALLED AND TRIED TO MODIFY THE ORDER AND WAS TOLD NO. I MADE NUMEROUS ATTEMPTS VIA CHAT AND TELEPHONE TO EXPLAIN THAT I WAS NOT CANCELLING BUT WANTING TO MODIFY A ORDER THAT STILL SAID PROCESSING WITHOUT ANY PROGRESS. MOVE AHEAD 2 DAYS 4/14, ORDER IS SHIPPED AND UPON REVIEW ALL OF THE DECK PAINT IS NOT INCLUDED WHICH IS WHAT I WANTED MODIFIED TO BEGIN WITH. I CALLED CUSTOMER SUPPORT AT 8AM AND WAS TOLD THE REASON WAS THOSE ITEMS WHERE ON BACK ORDER UNTIL 5/8. I THEN ADVISED THE YOUNG LADY ON THE PHONE TO CANCEL THE REMAINING ORDER. SHE SAID IT WOULD TAKE 24-48 HRS TO DO SO. I THEN CALLED LATER IN THE DAY AFTER RECEIVING A EMAIL STATING "THE ITEMS ARE IN PROCESS OF BEING SHIPPED OUT TO YOU." I THEN CALLED AGAIN AND WAS ADVISED THAT A DELIVERY TRUCK CAME IN AND MY ORDER WAS THEN PACKAGED AND SHIPPED ALREADY. I EXPLAINED THAT I HAD ALREADY REQUESTED A CANCELLATION AND HAVE FOUND A NEW AVENUE FOR THE DECK AND HAD PROCEEDED WITH THAT. I ASKED THE CUSTOMER SERVICE REP IF I COULD JUST REFUSE THAT DELIVERY AND MY MONEY BE REFUNDED THEN. SHE STATED FOR A 20% RESTOCKING FEE. I THEN ASKED TO SPEAK TO HER SUPERIOR (TAMEKA S) AND WAS TOLD THAT I COULD NOT EVEN GET A REFUND SINCE PAINT WAS NOT REFUNDABLE. SHE WAS RUDE AND DISRESPECTFUL ON THE PHONE AS I TRIED TO EXPLAIN THAT THE PAINT WOULD NEVER BE IN MY POSSESSION SO HOW COULD IT NOT BE RETURNED. i THEN ASKED TO SPEAK WITH HER SUPERIOR AND STATED "THEY WILL GET BACK WITH YOU AFTER COVID-19 IF YOU LEAVE A MESSAGE." I AM NOW WAITING FOR TRACKING ON MY SECOND SHIPMENT OF DECK PAINT THAT I ASKED TO BE CANCELED.

I ordered a pool from this business, it arrived. I went to open it and lay out the liner of the pool and noticed holes in the liner I called and spoke to someone who was extremely helpful (Denise K). She offered me a refund and let me know that the pool was out of stock and on backorder, i told her I just want a new liner. she said she would talk to her manager and get back to me (I emailed her pics of the liner) I didnt get a call back. I assumed with the time difference that was the issue. So I called on Saturday and spoke with a guy he told me that I needed to contact *** (the manufacturer) directly. He said they are instructed by *** to direct all issues to them directly. Of course *** is not there due to the COVID-19. My husband decides he is having someone come patch the holes since the holes are located on the very bottom of the pool and we will deal with *** later since there is a 2 year warranty on the pool. I call today (4/28) speak to someone I think the name was Anahi (sp?) I could tell by the way she answered the phone it was not going to end well, but I stayed positive. I asked to speak to Denise, she said Denise who? I told her the last name as it was on the email from the pics I emailed. She goes, is she working today? well you know it doesn't matter we're all the same, what can I help you with? I gave her my order # explained the issue and she goes, so what can I help you with? I told her that I would like a bit of a refund on this, as I am the one doing all the leg work on this. I didn't sell myself the product. She goes, like what? I go I dunno 10-15% refund. You sent me a damaged product, she said that's *** issue and not theirs. I need to contact ***. Excuse me? So if I buy bad food at Safeway do I go to Kraft? No I go back to Safeway. she goes well that's alot different. Actually no, no its not. I am a more offended by the attitude. it's not a good look.

I ordered a pool light in March. We just opened it and installed it this weekend. It did not work and so we took it out, unscrewed the bulb, and the parts fell off in my husbands hand. The light is defective. I called to have them replace it and was told it was under warranty and to call the manufacturer. I call the number and get a message the number is no longer in service. I call back and get another number. Same issue. I call back and get told they have no idea how anyone gave me a number as j&j Electronics does not have a number. She e-mailed a supervisor to call me back. I get a call from a woman who says I don't know what's going on with your account and I ask if she is a supervisor- her response is no. She tells me that even though it is after 30 days she will just send me a label to return the old and send a new since I just opened it. She says she will verify with a supervisor though and call me back the next day- yesterday. I got no call yesterday. I called today to speak to a supervisor and was placed on hold for 25 minutes and then hung up on. Call back, same thing, on hold and hung up on. I call again and she reads notes on account and says Genae was the person that was supposed to call me back and so she e-mailed her. I still have no response. I did a live chat and she did not like that I was asking hard questions such as a name and number of a supervisor as I have been wrapped up in this for 3 days and have had no returned call. She told me to have a nice day and ended the chat with me. I have spoken to (not sure of spellings) a Jazelle, Alexus, Lollie, Kia, Sarah, Genae, Giana, and been told that supervisors Jayne Lynch, Mike Kyburz, and Yuanna will call me back. Crickets! I want this company to stand by the products they sell. I want them to simply mail me a new light and I will return the defective one. This should not be that hard for a consumer to return defective merchandise!

I ordered parts on April 06. I then realized the some of the parts I ordered did not match the prior pool stuff I had. So I called them and told him it did not match and how I could return the item so I can purchase a new one. They said to go to a fedex place and Reese and it back to them and call them with the tracking number. So I call back in gave them my tracking number and sent the parts back. I have not received a refund,they keep giving me an explanation of they were waiting for a manager. I could not talk to a manager and every time I called they said it would be in my account 7 to 10 days later here it is 2 months later and I still do not have the money. I have asked to Send back all the products because I don't want to deal with the company anymore and they will not accept anything I bought and from them which it has not been used nor has it been open from the Box. They told me it was past the 30 day refund policy even though it's been past 30 days for them to refund me so therefore I was trying to clarify because they did not refined me I didn't want to send them more of see their staff and not get the money back. I have NOT received it in because the pool I have at home I have been told I need a whole new pool altogether because the walls were rusted out so therefore I ask for a full refund and me paying the shipping rescend their products back to them they told me it's been past 30 days and I haven't bought the part that did not fit because I was waiting for the money to be received from them yet it's not been received. All I ask is to refucd, send them back their own products and get a full refund so I don't have to bother with them I have made several calls and attempts to email them and they can't email me back nor have they called me back therefore I am contacting you. I mean why would anybody send the products back if they can't even get a refund for one part needless to say 5 parts.

I ordered a pressure gauge (described as Pentair , not a compatible after-market) on-line and received confirmation dated 10:57 AM , 22 May which showed a "handling" charge of $9.99 which I did not recall on the order summary prior to submitting . I sent a reply to the confirmation @ 11:20 AM requesting cancellation & credit to my Visa card . Two additional messages were sent on 22 May requesting cancellation NLT COB 22 May and stating that deadline was not met . E-mail from retailer 3:23 PM 26 May stated that item had shipped , that restocking fees applied if returned after 14 days or delivery refused - AND that they would not modify/cancel an order by e-mail ; telephone call was required . This is strange , since they accept web-based orders with charges made to customer credit cards . 27 May , a gauge delivered - Chinese mfg , marketed by American Granby , Inc with warning label that it did not meet2014 standard for lead content . 29 May @ 7:57 PM I sent e-mail stating that I wanted confirmation of shipping address to return gauge for full refund . 02 June @ 3:03 PM msg sent by retailer that they would not take action based on e-mail and that I must call. 03 June @ 10:25 AM placed call , answered by automated system, placed on hold for 5+minutes then disconnected . 03 June @ 12:53 PM placed call , on hold for 4+ minutes , connected to customer service . I provided name & order # . Rep stated that order had shipped , which I acknowledged . I started to explain my request to return the brand "X" part and was disconnected w/o explanation . 03 June @ 11:10 PM sent e-mail to retailer stating that I had attempted to follow their convoluted procedures, without success, and would proceed with an alternate course of action . Product was not represented as an "equivalent" part on the website , and the "handling" charge was not made clearly known prior to placing order ; although there was fine print on the home page .