ComplaintsforIn The Swim

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered from this company "In the Swim" through ******** In the Swim is a 3d party seller through ******** I ordered an $80 cart for my pool vacuum. They sent me a $1,200 pool filter system. It is huge and I could barely move it inside so it didn't get stolen off the porch. I contacted ******* who said I have to bring it somewhere to send it back. I can't move it. I also told them I wanted a credit to my account. They refused and said I can't have one through them until I send it back and the company approves it.. minimum 10 days. I declined because this isn't my mistake. They said they would message the company to resolve it then. I agreed. The company first asked for a picture of the box and the mailing label. I sent it. The someone else sent me cut and paste instructions and told me to go thru ******** I told them for a 2nd time (told the 1 that asked for pics also) that I cannot move this thing to return and I want my $80 back. They just keep sending me back to ******* and tell me I have to return it myself. I offered if they aren't worried about their product to just keep it and go somewhere else to buy my cart because I can't move it. Awaiting their reply.

  

  Business response

  06/28/2024

  We scheduled a pickup for her on 6/25 but it was never picked up. We can arrange another pick up for this customer if she allows us too. We can refund once the product is returned to us. 

  Customer response

  07/01/2024

   
  Complaint: 21894981
  
  I am rejecting this response because:

  No one at all ever indicated that they arranged for a pick up on 6/25 and no one showed up to my home for a pickup so thats completely untrue, but in keeping with their level of service as reported in other online reviews I read after the fact.

  I told them they can definitely pick it up AFTER I get my refund and they refuse to do that.  I do not trust that they will refund me because their online reviews are horrible.  So my last correspondence with them was fine,dont bother picking up what they sent.  I will keep what they sent me and that will be the end  of it.  That works for me if it works for them. 

  If they change their mind and want to refund my money FIRST,I will be happy to let them arrange to pick up the item after my refund clears the bank. 

  
  Sincerely,
  
  *************************

  

  Business response

  07/02/2024

  We can refund the item upon pick up. We have cases showing we communicated the pick up date. 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  **************** complaint. ********************** delivered an empty box to me a refused to correct the issue.

  

  Business response

  06/17/2024

  We have refunded the customer in full on 6/14/2024 back to the customers account. We have escalated this internally to ensure we use this case as a training opportunity to avoid future like issues. 
  
  

  Customer response

  06/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I confirm that I did receive a refund through Amazon.  As mentioned in my complaint, multiple "In the Swim" customer service representatives were no help in this matter.  I requested "In the Swim" customer service representatives make a supervisor aware of this matter and as far as I know this was never done. 
  I do appreciate that "In the Swim" will use this incident as a "Training Tool" for customer service representatives so that they can better deal with this type of issue in the future.  
  But, without Amazon, I would never have received a refund for an item that I did not receive.  So, I am still not happy with the service that "In the Swim" provided me and a will not do business with "In the Swim: again and I would encourage others to do the same.
  
  Thank you, 
  
  ***************************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I mistakenly ordered a natural gas pool heater from In the Swim, but I need a propane gas heater. (the item number had one different character at the end of a long number) I called them moments later when I realized the error. They claimed the order was already in process, and they couldn't stop it. (Interesting since the ship date I was given had been two weeks out) They told me to refuse the order and have it returned to them. I did so, but it has been 2 weeks, and I have tried (spent hours on the phone and in the chat) to resolve this. The $1882.13 charge is still on my account. They won't refund it even though they have the heater back.

  

  Business response

  05/30/2024

  The refund was issued 5/28/24 and can take 5-7 business days to reflect back to the original payment method. 

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a color cover with 7 year warranty.Ordered cover *** 3,2022 received cover *** 18,2922. First 2 years is total replacement. Pool season is approximately 5 months. They will not honor warranty they are saying this is 3 seasons and three years which is wrong. I tried working with them, I provided pictures. Cover was inferior and defective. Giving me 49% off a new one is ridiculous. We have o my had it 2 years. I filed the warranty on 28 of ***3924.

  

  Business response

  05/24/2024

  Hello,

   Per your warranty, it is 2 years from the order date. This order was placed on 5/3/22 and the 2 year **** was on 5/3/24. Per the warranty, they are no longer eligible for a complete replacement since you are in the third season of use. You will need to purchase a replacement cover and we can honor a 40% discount. Once a new order is placed we can refund the 40%, simply provide me with the order #. 

   

  Customer response

  05/28/2024

   
  Complaint: 21741331
  
  I am rejecting this response because:
  This item was shipped by freight truck and order was not received until May 18,2024.

  Amazon even requested this seller to to support the customer.  Swim season I. The Midwest is from Late May until September.  This item was used less than 5 total months.

  material is separating I. Layers.  The seems are splitting.  Item was manufactured defectively.

  How can a ****** control when the item is shipped and received.  
  

   NO customer service.  Then I tryed to order replacement and the item was no longer stocked and no idea when replacement would be available.

  Then seller provided a new item number to order a cover.

  so I. Essence if it took 3-4 months to arrive my warranty was being exhausted prior to receipt.

  The seller should have honored the 2 years and fully replaced a defective e cover.

  15 days is a new season by their accounting.  They should supplied a full replacement.  
  Sincerely,
  
  *************************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  PURCHASED A TUB OF CHLORINE SHOCK THROUGH AMAZON! **** WAS SUPPOSED TO BE SIGNED FOR,AND DELIVERED TO MY ADRESS!!! I CALLED ***** UP UNTILL 4.30PM ASKING WHERE THE **** WAS! THEY TOLD ME IT WAS OUT FOR DELIVERY! I RECIEVED AN EMAIL FROM ***** AFTER I HUNG UP STATING THE **** WAS DELIVERED AT 10.AM!!!!! IMPOSSIBLE! NOTHING WAS DELIVRED TO MY HOME! THE TRACKING SAYS DELIVERED TO ******** WITH NO ADDRESS NO SIGNATURE , NO PICTURES ,OR PROOF OF DELIVERY TO MY ADRESS! I HAVE CALLED AMAZON 3 TIMES, AND IN THE SWIM 7 TIMES! REPEATED INCOMPETANT EMAILS FROM IN THE SWIM REFUSING TO REFUND MY MONEY ! INCOMPETANT CUSTOMER SERVICE NOT READING AMAZONS NOTES REGARDING DELIVERY OR DELIVERY PROOF! CONTACTED MY CREDIT CARD COMPANYT AND FILED A REPORT. I WANT MY REFUND

  

  Business response

  04/22/2024

  Hello, we are very sorry to hear about the delivery issue. Our team followed policy because ***** showed delivery was successful. As a one time courtesy we will refund you. 

  Customer response

  04/24/2024

   
  Complaint: 21595741
  
  I am rejecting this response because

  As you can see, in the proof of delivery from ****** NOTHING was delivered to my address!!! No address and no signature! I repeatedly told the seller this and they refused to listen! They are still saying they have proof of delivery!  Still No refund from seller as of 04/24/2024! 

  
  Sincerely,
  
  *********************

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered pool shock (55#) from In The Swim on Amazon. ***** sent me a message 45 minutes AFTER they supposedly attempted to deliver, that the "business was closed." I am a human and this is a residence. Then ***** (after quite a lot of effort to get a human being to respond) said the seller required a signature. Never had this problem before. OK, fine, let me know when it will be delivered, or when the driver is there, I'll sign for it, but I'm not sitting out there for as long as 6 hours just in case they come. I also said I didn't believe the seller was demanding a signature. Long story short, In The Swim requires a signature! And you can't just slgn the slip that ***** left the second day (and we were outside mowing, driver had to have seen us!!). So i called In The Swim, thinking no way have they demanded a signature but they do!! I asked why and was told "your government requires it." I called another (major, reputable) seller and asked if a signature was required for chemicals being delivered, they had never heard of such a thing, and in fact, I have never had to sign for chemicals which were being delivered. So the problem is first with In The Swim. You save a little, but you lose a lot if you don't get the product. (I couldn't get Amazon to agree to a refund, even though I never received the product), so I contested the charge on my card. THERE WOULD HAVE BEEN NO PROBLEM HAD IN THE SWIM NOT ARBITRARILY DEMANDED A SIGNATURE (and if the ***** deliver guy had been responsible and reached out). The "final attempt" will be made tomorrow (who knows when), but I am not sitting out there waiting for them.

  

  Business response

  04/19/2024

  We are very sorry to hear that you did not receive your order via ****** We show that the order is on its way back to us so we will refund the order. Again, our sincerest apologies. 

  Customer response

  04/22/2024

   
  Complaint: 21590017
  
  I am rejecting this response because: After spending several hours across several days, ***** informs me this morning that the order is out for delivery between 11 and 3 PM CST.  I have already disputed the amount with my credit card and Amazon has said they will issue a refund, not yet received but it has only been three days.

  THIS IS IMPORTANT:  The whole problem was you requiring a signature and then not providing ***** with the contact information which you would have gotten from Amazon.  When I finally reached your customer service, I was told "your government requires a signature."  No, they don't.  ******** doesn't require a signature, and I have had pool chemicals shipped before and they were delivered because a) THERE IS NO REQUIREMENT FOR A SIGNATURE and b) if they weren't sure about where they could leave the parcel, they called.  You did neither.

  Being very sorry is all fine and good, but you wasted so much of my time and energy during a week when I did not have the time or energy to spare, because you do not know what you are doing.  I suggest you either get out of the pool chemical business or learn and follow shipping guidelines and provide ***** with contact information. 

  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a winter pool form In the Swim in 2022 which came with a 16 year warranty. 1st the cover was fine this year the cover started to tear. I contacted the company they asked for pictures which I sent. They forwarded the pictures to the warranty department and they denied the claim. This is what the sent :This would be denied rips and tears.We can offer you 25% on a new replacement cover.Those rips are not caused by weave separation which is covered under warranty.Should you need to follow up, please refer to the case 03855831.Every other complaint I have seen on here is because the will no honor the warranty and they give the same response to every complaint. They act like I tore the cover! This cover should last much longer then not even 2 season something needs to be done about this company!

  

  Business response

  03/04/2024

  The damage to the cover is in line with tears and not seam separation, which is not covered under warranty. From the photo it appears that an excess amount of water accumulated on top of the cover which stretched it out and eventually lead to tearing. A copy of the warranty page is attached for reference. 

  Customer response

  03/05/2024

   
  Complaint: 21378212
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a solar blanket for my swimming pool in March 2022 and it is falling apart as of October 2023. It literally has three fist sized holes in it and other heavy deterioration issues. I contacted the company, In the Swim, and they are denying my claim. With each response they come up with a new reason why they are denying the claim. There final email to me is offering a 25% discount on the purchase of a new cover. I will not be purchasing any products from this group.

  

  Business response

  11/08/2023

  The damage in the photos is not covered by warranty. Warranty covers manufacturer defect like delamination along the seams, we can provide a PDF document of warranty information. 

  

  Business response

  11/13/2023

  Please see under the section "What is covered by warranty" it will provide further details in regards to the warranty of this product 

  Customer response

  11/13/2023

   
  Complaint: 20775751
  
  I am rejecting this response because:

  By supplying the warranty information as a pdf files, does not satisfy the issue.

   

  The solar blanket has HOLES in it after one year and is not covered.  That is ludicrous.

  All - read the warranty before purchasing.  The cover I bought has an eight year warranty, as the cover deteriorates, over the next seven years, I will be resubmitting my warranty claim.

  
  Sincerely,
  
  *********************

  

  Business response

  11/13/2023

  The warranty covers manufacturer defect as in seam separation or delamination. 

  Customer response

  11/14/2023

   
  Complaint: 20775751
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The pool cover I ordered is to small. It is suppose to fit a 24 round pool and have a 3 ft overhang making it 27 ft round. It is not the right size. There is barely any over hang and just as soon as it gets water on it it will tear up. They offered me a 10% discount after telling me there was a manufacturer mistake in my cover. When I refused the 10% discount they came back and told me they sent me the right cover and won't take this one back nor exchange it. So I am the one taking the loss not them. It is not my fault the cover was made the wrong size. I have uploaded the emails of our conversation. I couldn't find the first email explaining the problem.

  

  Business response

  09/18/2023

  We have issued a full refund for the order. The product does not need to be returned

  Customer response

  09/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  *********************************************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ORDERED A 24' ABOVE GROUND POOL WINTER COVER, RECEIVED THE PRODUCT, HOWEVER, **** DOES NOT FIT MY POOL AA DESCRIBED BY SELLER. UNABLE TO FIT THE COVER ON MY POOL I WAS FORCED TO USE MY ************** COVER. CONTACTED CUSTOMER SVC. AND I WAS INFORMED THAT BECAUSE I OPENED THE PACKAGE I WAS NOT *********** A REFUND. HOW ELSE WOULD I KNOW IF THIS COVER WILL FIT MY POOL WITHOUT OPENING THE PACKAGE? I JUST GOT AN EMAIL FROM IN THE SWIM THAT I CAN GET A 10% DISCOUNT ON MY NEXT ORDER. THIS IS ABSOLUTELY NOT ACCEPTABLE I NEED MY MONEY BACK IN FULL FOR THIS WHAT I CONSIDER BAIT AND SWITCH. IT SHOULD BE NOTED THAT THEY ADVERTISE THE **** AS A 12 YEAR WARRANTY, NOW THAT IS A JOKE!!

  

  Business response

  09/13/2023

  Our customer care team has already resolved this with the customer and the account is notated. We highly recommend always reading return policy before a purchase

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩