In The Swim
reviews and complaints

We purchased an above ground pool on *** through In the Swim on 10/23. We were having landscaping done in our backyard that was completed on November 4th, two days after the pool was delivered. The allotted space left for us by the landscaper was 18ft, as we instructed him to do. However, upon opening the pool boxes and downloading the directions on the CD-ROM, it stated we would need an additional foot to install the pool properly. The area surrounding the pool is concrete pavers, so we cannot move them any further back than they are without contacting the landscaper and paying an additional cost for that work. We decided to just contact In the Swim and seek an exchange--we still want a pool--but we need a smaller option. The representative said they could not do an exchange because it is not the same product we are seeking, so we would need to return the shipment and order a replacement at a later date. With several email responses saying we COULD NOT return the product, I sent pictures of the boxes in tact and only opened looking for directions, not to install the product. The agent verified through my pictures that the item has not been installed and could be returned. Despite approving the return, the agent stated via email that I would be responsible for all freight charges to return the product. I contacted three different carriers, including R&L (original company that brought us the product), World Wide Express, and SAIA and the lowest I was quoted was $1,124.18 for shipping. I paid 1,500 for the pool originally, so paying that much for shipping would not be fair. I sent additional emails and contacted *** to attempt to get a BOL to return the shipment as it is on a pallet and unable to be dropped off, the seller informed me this morning that IF they send me the BOL with their freight terms quoted, I would be responsible for an additional 20% restock fee which was NEVER MENTIONED in any previous emails from the company.

I ordered a pool vacuum from this company. It shipped on 5-14 and arrived on 5-22. It was the wrong item (they sent a vacuum that sells for $599, the one I ordered costs about $850). I called that same day to report the mistake. I sent photos to confirm it was not the right item. The customer service rep assured me the right one would be shipped with "right away" status and that they would send a label to return the other. I received the label via email on 5-26 to return the vacuum and sent it out via FedEx on 5-27. In the meantime, I called customer service three times to inquire why I could not verify that they had shipped the vacuum I ordered and paid for even though they said they had. On 5-26, after calling a couple of times, being rerouted to the start menu and hung up on, I finally spoke to someone who indicated that the vacuum would be shipped in the next day or two and that the person who told me the order was given "right away" status was mistaken. I called on 5-28 and indicated that the vacuum I received was sent back (easily verifiable by FedEx tracking) and how can I confirm that the one I actually ordered is on its way. At first, I was told it is on its way and should be here at my house on 5-29. When I inquired further as to how we can verify this, I was placed on hold. Once the rep came back, she said her manager indicates that they have to receive the vacuum that was shipped incorrectly back to the warehouse before they will ship the correct one. My question is why was I told multiple times that they were shipping me the correct vacuum right away? Why was I told it should be to me by 5-29, only to have the story change literally in the same phone call to the cheaper vacuum needing to return to them first. This company made an error on their end and rather than have staff trained to be honest and straight forward, instead it seems they will say most anything to try to appease and end the call while not helping to solve the problem.

June 16 I ordered a step system from In the Swim. Two days later I noticed on their site that the item was out of stock, so I called and emailed In the Swim/*** to cancel the order and receive a refund. The order had not processed or shipped. Since then I have called them many times and have sent at least 9 emails about receiving my refund, all to no avail. I also talked with their shipping partner (*** track?) and cancelled delivery through them as well, which was confirmed by one of the shipping company's supervisors in a second phone call. In the Swim has repeatedly claimed that they were contacting the manufacturer about cancelling the order and said when they received confirmation from the manufacturer I would hear back from someone within 24-48 hours. I never heard back. Multiple times In the Swim has claimed that a manager would call me back about this and I have never received a call back from a manager either. I was once told that I would receive my refund within 5-7 business days, which has also not happened. Yesterday I was again told that In the Swim needed confirmation from the manufacturer before they could issue my refund, and that a manager would call me back. So I called the manufacturer (Confer) myself, to confirm that they had cancelled the order. Confer found the order, said it was indeed backordered, and that they had received absolutely NO communication from In the Swim about cancelling the order. Confer cancelled the order for me on the spot (the entire call, which In the Swim could've made, took less than 5 mintes). I received a confirmation email from Confer (the manufacturer) that the order had indeed been cancelled by them. I then emailed the confirmation of the order's cancellation to *** / In the Swim, demanding my refund. That was yesterday. Today I received an email back saying that from the notes it appeared I had already talked to someone. I have received no product, the order is cancelled. Where is my refund?

I had consulted In the swim team at the 800 number to find out what kind of paint do I need for my in-ground pool. My profile exist a the In the swim pool as a customer with my pool size. The In the Swim team suggested I need a epoxy primer and Super poxy shield paint. They are quite expensive. I had not clue how many to order so she provided me with the quantity 5 gallons of primer cost $62.04 each & Super poxy shield 8 gallons cost $84.99 each. It was quite expensive so she gave me a special code for 15% discount. I placed order based on the hired contractors availability on May 4. The shipment via FedEx came with two boxed with 13 gallons individually packed with individual cardboard boxes. Our job completed and we could not consume 2 gallons of primer and 4 gallons of Super poxy shield paint. I called customer service and inform of the unused paint return details. He provided me address and informed me that paint may not be return. I conveyed that we did not open the individually packed packages they are intact. He provided with the shipping address. The return shipment costed me $95.49. I had shipped back in one of the arrived box all six gallons packed as they had arrived. The return package was delivered via FedEx on 5/20 10:27AM. I was expecting an refund email or call but no one called me. Finally I called back on 5/27 spoke to a lady at the In the Swim customer service. She infomed me that we do not take paint back Where I informed her that it was shipped back as they were arrived and in the condition of re-sale. She placed me on the hold for a long time but she refused to process the refund. I requested to transfer me to one of manager so I can explain the situation where excessive quantity was conveyed by your representative but phone got disconnected. Before she hung up I had informed her that I may report to Complaintsboard.com so she said that is fine. So I have no other way to look at your help to obtain refund of $559.43 including the shipping cost.

On 2/8 I received a confirmation from In the Swim for my order which charged me $409 plus tax for B-S5324 kit I ordered. Underneath, it had 2 other parts listed, 55-000ST-BK/Item # 304406 base kit & 304407 for tube w N/A listed for price. On the day I ordered, the prices for these 2 items were $172 & $191 for a total of $363. I immediately contacted In the Swim because I had written down these numbers and prices and they weren't what I ordered. They said they thought they were the same and I asked if I could have a price adjustment for the difference. I was told to wait until they arrived and see if I wanted what had been sent. Before ordering, I talked with their representative who convinced me the one I ordered was stronger and taller so I chose to pay the additional $46 for what I thought was better. They also sold me a 16 mil solar cover and the base/tube parts they sent me indicate it is a 12 mil maximum size, which was why I chose the $409 option. Their representative also recommended I buy an extra crank since this kit included only one and two makes it easier to roll the cover up off the pool. Fast forward 8 days and the price on the website has gone up to $182.99 and $209 totaling $392.99 plus tax. Also, what they sent contained 2 handles (not one like told 4 the product I ordered). The rest arrived yesterday. After 5 phone calls and being put on hold for 20 minutes and 10 minutes another time, Vonnie or Bonnie at [protected] ext 8370 told me that I would have to send it back including the handle at my own expense AND that if I had ordered the two parts instead of the one for $409 it would be cheaper. When she said that, I finally lost my cool that you have to pay more for buying it in one order, instead of two. They claim the two parts become the one I ordered which contradicts the first salesman's recommendation but are charging more. The salesman said since the products were in my cart, to go ahead & order it myself. Now DIY is held against me.