Initial Business Response / [redacted] (1000, 5, 2014/08/06) */ To Whom It May Concern, The customer purcahsed the thermometer from In The Swim on 05/09/This was shipped on 06/03/via FedEx tracking number XXXXXXXXXXXXXXXAccording to FedEx tracking this was delivered on Sat 6/07/XXXX X:XX pm and left at the front door We did not have contact from the customer regarding any issues with the item and it arrived back in our warehouse on 06/18/and a reshipment was made due to a note that arrived with the item The reshipment was sent via FedEx tracking number XXXXXXXXXXXXXXX on 06/18/2014.This package was delivered on Tues 6/24/XXXX XX:XX am and left at the front door The customer contacted us on 07/05/stating that this item was getting water into it and was defectivewe issued a pre paid label for the itemOnce the item arrived back a refund would be issued The customer called again on 07/10/stating the label didnt work so we re issued another oneThe item then arrived back in our warehouse and a refund was issued on 07/23/We also refunded the customer over what he spent with us by refunding the shipping cost that he spent to sent the first unit backIf the customer contacted us regarding this item we would have send a label for that unit as well We did not have further contact from the customer regarding any issue with the refundWe have since also refunded the $handling fee mentioned Thank you for your consideration, [redacted] Customer Care Supervisor In The Swim
Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ To Whom It May Concern, We received notifcation in customer service department, which is seperate from accoutning on 07/06/that they received the chairs onlyWe have emailed the manufacturer who ships theseThey are dropship This meaning they ship direct to the customer from the manufacturerWe show that the items were delivered and signed forThis is something we are looking into in order to best assist the customer Thank you, JoAnne [redacted] Customer Care Supervisor In The Swim Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not have a resolution and no one calls me back with an answerI call them all the time to hear a response, but they always say they will look into it and get back to me, but I have never received a call from them yet Final Business Response / [redacted] (4000, 9, 2015/07/27) */ To Whom It May Concern, A refund for the tables has been issued back to the customers accountThis is in the amount of $ Thank you, JoAnne [redacted] Customer Care Supervisor In The Swim
To Whom It May Concern, The customer ordered two lights from In The Swim on 04/11/They contacted us on 05/11/letting us know one stopped workingIt was on the 30th day from date of purchase so we reshipped a new lightThe customer did not contact us again until 07/11/ letting us know that one was not working againThis was far outside days so we offered a discount on a new one or the manufacturers phone number As a courtesy we have refunded the customer for the entire purchaseThis will take a few business days to postThis was done in two credits due to the reshipmentThe total credit was the amount for the original 4/order Thank you, [redacted] Customer Care Supervisor In The Swim
Initial Business Response / [redacted] (1000, 7, 2014/06/17) */ To Whom It May Cocnern, The customer purcahsed the cover with the water tubes from In The Swim on 06/01/This was shipped the same day via FedEx tracking numbers 060116378992235, and The tracking shows the items were refused by the customer The customer tried to contact us while we were having phone issues and was asked to call backWe did not hear from the customer againThe Customer had emailed prior to this stating the wrong cover was orderedWe provided return information The item arrived back in our warehouse from FedEx due to refusalA refund has been issued back to the customers payment method Thank You for your consideration, [redacted] Customer Care Supervisor
The product that I was sold did not meet expectationsThe Pool Blaster Catfish Vacuum is useless.For the purchase price $ I would have settled for a credit rather than total loss, but they were not interestedThis is not a company that I would recommend or ever use again
I purchased a solar cover last year Had an year warranty I called this year as all the plastic bubbles were floating all over the pool It was just about one year that I had it Mind you our pool season in Connecticut is June to SeptemberWhen I called with this complaint they said they only covered if it delaminates (I think that is the word he used); ie, the seams come apart They said it was due to our water not being balanced Our water is always in perfect balanceHe then said it was due to the calcium content Paying more for a cover that is warrantied for years was what I thought I was gettingA cover for what I paid for it that does not last seasons is unheard of I asked to speak to a supervisor and the gentleman (was not very gentlemanly) said he was the supervisor and there was nothing he could do As far as I am concerned their products are of poor quality I have had covers that have lasted years for $ I thought if I paid more the quality would be better and the heat retention would be better, not expecting the cover to fall apartOne of the seams is coming apart a littleWould he warranty it for this?That is not my concern It is the bubble pieces floating all over the water and having to clean the skim basket continuously
Initial Business Response / [redacted] (1000, 5, 2014/08/11) */ To Whom It May Concern, The Customer purchased the Filter System from In The Swim on 06/30/This was shippd via FedEx ground tracking number on the same dayThis was delivered on Tues 7/01/2:pm, and left at the front door The customer contacted us on 07/24/stating that there was an issue the the pumpThe troubleshot with our parts team and determined it was defective Our customer service team then issued a pre paid label to pick up that unit and have the it brought back to usOnce that unit was at our location a reshipment would be madeThe customer was not satisfied with this outcome We have processed a reshipment for a pump todayThe customer may send back the defective pump with the label origionally issuedOnce the old pump arrives back at our location no further action is needed as we already sent the replacement Thank you for your consideration, [redacted] Customer Service Supervisor In The Swim
To Whom It May Concern, One of our representatives called the customer again on 07/06/and spoke with themThey confirmed all part numbers and put them on order to have them shipped from our manufacturer Thank you, [redacted] Customer Care Supervisor In The Swim
Initial Business Response / [redacted] (1000, 8, 2014/09/09) */ To Whom It May Concern, The customer purchased from In The Swim on 06/25/The items were shipped the same day via Fedex tracking numbers XXXXXXXXXXXXXXX, XXXXXXXXXXXXXXX, and XXXXXXXXXXXXXXXAll items were delivered The customer contacted us on 07/02/two times asking for a return labelWe informed the customer that we have a day return policyIf you're not satisfied with the product you may send it back within days for a refundThe customer ordered on the webI have attached a copy of our returns information from the website on page We have refunded the customer the missing $for customer satisfaction I have also refunded the $for the consilidated return labelThe $hadling fee was included in the refund of $even though this is non refundable as stated on our sitePlease see attached invoices for the origional purchase as well as all refund Thank you for your consideration, [redacted] Customer Care Supervisor In The Swim
In The Swim sells products that are covered by a warranty however they do not stand behind the warranties they offer I purchased a solar pool cover with an eight year warranty that this company wouldn't replace under the warranty They claim that solar covers deteriorate when exposed to the chemicals in a pool They are still selling these covers with an eight year warranty
To Whom It May Concern, The customer purchased a heater from In The Swim on 05/01/The customer put this order on [redacted] ***, which is a payment plan for customersTheir fist and currently only payment was made on 05/for $The customers order was shipped via *** Freight Pro # [redacted] This was delivered on Thursday, 05/05/at 2:P.M This was signed for by the customer Free and Clear of damages, releasing us from any liability for the damagesThe customer then contacted us stating this item was damagedWe informed the customer that they signed for it free and clear of damagesThis item should have been refused or marked as damages As a courtesy we will contact the customer to issue a BOL to pick up the heater for a refund Please note that in the future items must be inspected before signing for damaged goods Thank you for your time, [redacted] Customer Care Supervisor In The Swim
To Whom It May Concern, The customer purchased Chlorine from In The Swim on 11/29/This was shipped on 11/30/via [redacted] tracking number [redacted] The customer contacted us almost months later saying the tabs were dissolving very slowWe informed the customer that this item was non returnable as it was outside of our return policy and that the way you store the chemical can affect how effective it isIt needs to be stored in a cool dry placeHowever we asked the customer to test a tab in a regular bucket of tap waterThe customer said they would call back.The customer called back on 06/20/stating that they refused to do the tap water test as it would only prove that the tabs worked but doesn't answer why they dissolve so slowlyAs stated on our web listing and in our catalogs " inch tablets are thicker than other pool chlorine tablets, allowing them to dissolve slower and protect your pool water for longer" As a one time courtesy we have issued an In Store credit on the customers account in the amount of $107.99, the price that the customer paid for them in November of Thank you, [redacted] Customer Care Supervisor In The Swim
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me With an additional amendment, I would like to receive compensation for the out of pocket money that I spent to have the new cover set up and install Even though they was unable to finish the installation they still had to be paidSo that's why I would like to be compensated in some sort of way Sincerely [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ To Whom It May Concern, The customer purchased a cover from In The Swim on 04/20/This was shipped the same day via FedEx tracking number XXXXXXXXXXXXXXXThis was delivered on 04/22/at 4:52pm and was handed to the customer The customer contacted us on 05/04/stating that it didn't fit his pool properlyWe then issued a pre-paid return label to have a section of the cover sent backThe customer said they wanted to choose a different cover and to issue the refund as an in house creditThey were then going to use that credit towards the purchase of an alternative coverWe received the cover back on 05/20/and the store credit was issued The Customer called back again on 06/15/wondering where the credit was, they were upset that the credit was not a refundWe then changed the refund to go back to the customers [redacted] Thank you for your consideration, [redacted] Customer Care Supervisor In The Swim
I bought a slide & it cracked, tried to get replaced within first yr, kept calling company they said I didn't buy slide from them, one day I called they had notes confirming where slide was cracked, they won't give refund cause its been a long time, lady told me if I could email her the emails I received from them with notes in account where I contacted them within first year of warranty they would do refund, I fount emails, now they won't do it, guess they thought I was lying
Initial Business Response / [redacted] (1000, 9, 2015/07/20) */ To Whom It May Concern, We are showiung that we waived the $fee and reshipped a new cover to the customer on 07/via FedEx tracking number XXXXXXXXXXXXXXXThis was delivered to the customer on Fri 7/03/10:am and was left at the front door Thank you for your consideration, [redacted] Customer Care Supervisor In The Swim
Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ To Whom It May Concern, The customer purchased the hoses from In The Swim on 04/30/This was shipped via [redacted] tracking number XXXXXXXXXXXXXXXThis was delivered on 05/02/at 10:14am, and was left at the front door The customer contacted us on 06/10/They were informed that this was outside of our day return policy We have refunded the customer for two of the hoses as a courtesy Thank you for your consideration, [redacted] Customer Care Supervisor In The Swim Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company's response to my complaint is a perfect reason why not to buy over the internet Anyone with common sense would know that if you order three identical items that are susposed to last two or three pool seasons and two of the items fail with twenty five days of use that the items were defective and that the one item that did not fail should not be trusted This company only refunded me for the two failed items and did so only as a "courtesy"What they failed to mention is that they sold me JUNKBecause it took forty days from purchase to fail they want it to appear that they are doing me a favor by returning some of my purchase priceIf they had sold me a properly manufactered items we would not be having this conversation
Initial Business Response / [redacted] (1000, 8, 2014/09/03) */ To Whom It May Concern, The customers reel was on backorderPart of the reel shipped on 07/14/The remainder of the reel was still on back orderA discount was given to the customer on 08/due to the delayThe customer requested that part be cancelled on 08/ The customer informed the representative of the part number that was wanted and the represetative let the customer know that this was not was orderedThe customer was told that because they ordered the wrong item they would be liable to send the item back I contacted customer on 08/21/becuase the customer should not have had to pay to return the item due to the delayI refunded the customer for the shipping cost they paid, and a refund has been issued for the entire reel when it arrived on 08/ Thank you for your consideration, [redacted] Customer Care Supervisor In The Swim
I ordered the mm solar cover from in the swimThis was the third season using it and it was tearing and bubbles falling off into my poolI sent an email explaining what was happening and received an immediate responseI was told to send a ft by ft piece of the cover showing the damageWithin days I received an email stating that a new cover was being shipped to meI have already received the new coverI am very very satisfied with this company and its customer serviceI would highly recommend making purchases as they stand behind their productsThank you in the swim for your excellent customer service!!
To Whom It May Concern, The customer purchased the Liner Step Kit on 05/23/This was shipped the same day via [redacted] tracking number [redacted] According to [redacted] this was delivered on Thu 5/26/2:pm and was given to the customerThe customer contacted us on 06/16/letting us know they had not gotten any gaskets with their itemWe sent a request as required by the manufacturer to have them send out the missing partsThey package their items and we do not obtain stock of the parts that are inside the box separatelyThe request was sent over to the manufacturer on Thursday after business hoursThey would have obtained it on FridayThe customer contacted us on the following Monday 06/20/asking why they did not have the item yetWe sent a follow up asking if they had an update yetWhile awaiting the reply of the vendor the customer contacted us again on 06/22/saying they no longer wanted to wait for the item to be shipped from the manufacturerThey wanted to return the entire kitWe offered to send a pre-paid return labelOnce the item is brought back to our warehouse a refund will be issued Thank you, [redacted] Customer Care Supervisor In The Swim
Initial Business Response / [redacted] (1000, 5, 2014/08/06) */ To Whom It May Concern, The customer purcahsed the thermometer from In The Swim on 05/09/This was shipped on 06/03/via FedEx tracking number XXXXXXXXXXXXXXXAccording to FedEx tracking this was delivered on Sat 6/07/XXXX X:XX pm and left at the front door We did not have contact from the customer regarding any issues with the item and it arrived back in our warehouse on 06/18/and a reshipment was made due to a note that arrived with the item The reshipment was sent via FedEx tracking number XXXXXXXXXXXXXXX on 06/18/2014.This package was delivered on Tues 6/24/XXXX XX:XX am and left at the front door The customer contacted us on 07/05/stating that this item was getting water into it and was defectivewe issued a pre paid label for the itemOnce the item arrived back a refund would be issued The customer called again on 07/10/stating the label didnt work so we re issued another oneThe item then arrived back in our warehouse and a refund was issued on 07/23/We also refunded the customer over what he spent with us by refunding the shipping cost that he spent to sent the first unit backIf the customer contacted us regarding this item we would have send a label for that unit as well We did not have further contact from the customer regarding any issue with the refundWe have since also refunded the $handling fee mentioned Thank you for your consideration, [redacted] Customer Care Supervisor In The Swim
Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ To Whom It May Concern, We received notifcation in customer service department, which is seperate from accoutning on 07/06/that they received the chairs onlyWe have emailed the manufacturer who ships theseThey are dropship This meaning they ship direct to the customer from the manufacturerWe show that the items were delivered and signed forThis is something we are looking into in order to best assist the customer Thank you, JoAnne [redacted] Customer Care Supervisor In The Swim Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not have a resolution and no one calls me back with an answerI call them all the time to hear a response, but they always say they will look into it and get back to me, but I have never received a call from them yet Final Business Response / [redacted] (4000, 9, 2015/07/27) */ To Whom It May Concern, A refund for the tables has been issued back to the customers accountThis is in the amount of $ Thank you, JoAnne [redacted] Customer Care Supervisor In The Swim
To Whom It May Concern, The customer ordered two lights from In The Swim on 04/11/They contacted us on 05/11/letting us know one stopped workingIt was on the 30th day from date of purchase so we reshipped a new lightThe customer did not contact us again until 07/11/ letting us know that one was not working againThis was far outside days so we offered a discount on a new one or the manufacturers phone number As a courtesy we have refunded the customer for the entire purchaseThis will take a few business days to postThis was done in two credits due to the reshipmentThe total credit was the amount for the original 4/order Thank you, [redacted] Customer Care Supervisor In The Swim
Initial Business Response / [redacted] (1000, 7, 2014/06/17) */ To Whom It May Cocnern, The customer purcahsed the cover with the water tubes from In The Swim on 06/01/This was shipped the same day via FedEx tracking numbers 060116378992235, and The tracking shows the items were refused by the customer The customer tried to contact us while we were having phone issues and was asked to call backWe did not hear from the customer againThe Customer had emailed prior to this stating the wrong cover was orderedWe provided return information The item arrived back in our warehouse from FedEx due to refusalA refund has been issued back to the customers payment method Thank You for your consideration, [redacted] Customer Care Supervisor
The product that I was sold did not meet expectationsThe Pool Blaster Catfish Vacuum is useless.For the purchase price $ I would have settled for a credit rather than total loss, but they were not interestedThis is not a company that I would recommend or ever use again
I purchased a solar cover last year Had an year warranty I called this year as all the plastic bubbles were floating all over the pool It was just about one year that I had it Mind you our pool season in Connecticut is June to SeptemberWhen I called with this complaint they said they only covered if it delaminates (I think that is the word he used); ie, the seams come apart They said it was due to our water not being balanced Our water is always in perfect balanceHe then said it was due to the calcium content Paying more for a cover that is warrantied for years was what I thought I was gettingA cover for what I paid for it that does not last seasons is unheard of I asked to speak to a supervisor and the gentleman (was not very gentlemanly) said he was the supervisor and there was nothing he could do As far as I am concerned their products are of poor quality I have had covers that have lasted years for $ I thought if I paid more the quality would be better and the heat retention would be better, not expecting the cover to fall apartOne of the seams is coming apart a littleWould he warranty it for this?That is not my concern It is the bubble pieces floating all over the water and having to clean the skim basket continuously
Initial Business Response / [redacted] (1000, 5, 2014/08/11) */ To Whom It May Concern, The Customer purchased the Filter System from In The Swim on 06/30/This was shippd via FedEx ground tracking number on the same dayThis was delivered on Tues 7/01/2:pm, and left at the front door The customer contacted us on 07/24/stating that there was an issue the the pumpThe troubleshot with our parts team and determined it was defective Our customer service team then issued a pre paid label to pick up that unit and have the it brought back to usOnce that unit was at our location a reshipment would be madeThe customer was not satisfied with this outcome We have processed a reshipment for a pump todayThe customer may send back the defective pump with the label origionally issuedOnce the old pump arrives back at our location no further action is needed as we already sent the replacement Thank you for your consideration, [redacted] Customer Service Supervisor In The Swim
To Whom It May Concern, One of our representatives called the customer again on 07/06/and spoke with themThey confirmed all part numbers and put them on order to have them shipped from our manufacturer Thank you, [redacted] Customer Care Supervisor In The Swim
Initial Business Response / [redacted] (1000, 8, 2014/09/09) */ To Whom It May Concern, The customer purchased from In The Swim on 06/25/The items were shipped the same day via Fedex tracking numbers XXXXXXXXXXXXXXX, XXXXXXXXXXXXXXX, and XXXXXXXXXXXXXXXAll items were delivered The customer contacted us on 07/02/two times asking for a return labelWe informed the customer that we have a day return policyIf you're not satisfied with the product you may send it back within days for a refundThe customer ordered on the webI have attached a copy of our returns information from the website on page We have refunded the customer the missing $for customer satisfaction I have also refunded the $for the consilidated return labelThe $hadling fee was included in the refund of $even though this is non refundable as stated on our sitePlease see attached invoices for the origional purchase as well as all refund Thank you for your consideration, [redacted] Customer Care Supervisor In The Swim
In The Swim sells products that are covered by a warranty however they do not stand behind the warranties they offer I purchased a solar pool cover with an eight year warranty that this company wouldn't replace under the warranty They claim that solar covers deteriorate when exposed to the chemicals in a pool They are still selling these covers with an eight year warranty
To Whom It May Concern, The customer purchased a heater from In The Swim on 05/01/The customer put this order on [redacted] ***, which is a payment plan for customersTheir fist and currently only payment was made on 05/for $The customers order was shipped via *** Freight Pro # [redacted] This was delivered on Thursday, 05/05/at 2:P.M This was signed for by the customer Free and Clear of damages, releasing us from any liability for the damagesThe customer then contacted us stating this item was damagedWe informed the customer that they signed for it free and clear of damagesThis item should have been refused or marked as damages As a courtesy we will contact the customer to issue a BOL to pick up the heater for a refund Please note that in the future items must be inspected before signing for damaged goods Thank you for your time, [redacted] Customer Care Supervisor In The Swim
To Whom It May Concern, The customer purchased Chlorine from In The Swim on 11/29/This was shipped on 11/30/via [redacted] tracking number [redacted] The customer contacted us almost months later saying the tabs were dissolving very slowWe informed the customer that this item was non returnable as it was outside of our return policy and that the way you store the chemical can affect how effective it isIt needs to be stored in a cool dry placeHowever we asked the customer to test a tab in a regular bucket of tap waterThe customer said they would call back.The customer called back on 06/20/stating that they refused to do the tap water test as it would only prove that the tabs worked but doesn't answer why they dissolve so slowlyAs stated on our web listing and in our catalogs " inch tablets are thicker than other pool chlorine tablets, allowing them to dissolve slower and protect your pool water for longer" As a one time courtesy we have issued an In Store credit on the customers account in the amount of $107.99, the price that the customer paid for them in November of Thank you, [redacted] Customer Care Supervisor In The Swim
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me With an additional amendment, I would like to receive compensation for the out of pocket money that I spent to have the new cover set up and install Even though they was unable to finish the installation they still had to be paidSo that's why I would like to be compensated in some sort of way Sincerely [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ To Whom It May Concern, The customer purchased a cover from In The Swim on 04/20/This was shipped the same day via FedEx tracking number XXXXXXXXXXXXXXXThis was delivered on 04/22/at 4:52pm and was handed to the customer The customer contacted us on 05/04/stating that it didn't fit his pool properlyWe then issued a pre-paid return label to have a section of the cover sent backThe customer said they wanted to choose a different cover and to issue the refund as an in house creditThey were then going to use that credit towards the purchase of an alternative coverWe received the cover back on 05/20/and the store credit was issued The Customer called back again on 06/15/wondering where the credit was, they were upset that the credit was not a refundWe then changed the refund to go back to the customers [redacted] Thank you for your consideration, [redacted] Customer Care Supervisor In The Swim
I bought a slide & it cracked, tried to get replaced within first yr, kept calling company they said I didn't buy slide from them, one day I called they had notes confirming where slide was cracked, they won't give refund cause its been a long time, lady told me if I could email her the emails I received from them with notes in account where I contacted them within first year of warranty they would do refund, I fount emails, now they won't do it, guess they thought I was lying
Initial Business Response / [redacted] (1000, 9, 2015/07/20) */ To Whom It May Concern, We are showiung that we waived the $fee and reshipped a new cover to the customer on 07/via FedEx tracking number XXXXXXXXXXXXXXXThis was delivered to the customer on Fri 7/03/10:am and was left at the front door Thank you for your consideration, [redacted] Customer Care Supervisor In The Swim
Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ To Whom It May Concern, The customer purchased the hoses from In The Swim on 04/30/This was shipped via [redacted] tracking number XXXXXXXXXXXXXXXThis was delivered on 05/02/at 10:14am, and was left at the front door The customer contacted us on 06/10/They were informed that this was outside of our day return policy We have refunded the customer for two of the hoses as a courtesy Thank you for your consideration, [redacted] Customer Care Supervisor In The Swim Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company's response to my complaint is a perfect reason why not to buy over the internet Anyone with common sense would know that if you order three identical items that are susposed to last two or three pool seasons and two of the items fail with twenty five days of use that the items were defective and that the one item that did not fail should not be trusted This company only refunded me for the two failed items and did so only as a "courtesy"What they failed to mention is that they sold me JUNKBecause it took forty days from purchase to fail they want it to appear that they are doing me a favor by returning some of my purchase priceIf they had sold me a properly manufactered items we would not be having this conversation
Initial Business Response / [redacted] (1000, 8, 2014/09/03) */ To Whom It May Concern, The customers reel was on backorderPart of the reel shipped on 07/14/The remainder of the reel was still on back orderA discount was given to the customer on 08/due to the delayThe customer requested that part be cancelled on 08/ The customer informed the representative of the part number that was wanted and the represetative let the customer know that this was not was orderedThe customer was told that because they ordered the wrong item they would be liable to send the item back I contacted customer on 08/21/becuase the customer should not have had to pay to return the item due to the delayI refunded the customer for the shipping cost they paid, and a refund has been issued for the entire reel when it arrived on 08/ Thank you for your consideration, [redacted] Customer Care Supervisor In The Swim
I ordered the mm solar cover from in the swimThis was the third season using it and it was tearing and bubbles falling off into my poolI sent an email explaining what was happening and received an immediate responseI was told to send a ft by ft piece of the cover showing the damageWithin days I received an email stating that a new cover was being shipped to meI have already received the new coverI am very very satisfied with this company and its customer serviceI would highly recommend making purchases as they stand behind their productsThank you in the swim for your excellent customer service!!
To Whom It May Concern, The customer purchased the Liner Step Kit on 05/23/This was shipped the same day via [redacted] tracking number [redacted] According to [redacted] this was delivered on Thu 5/26/2:pm and was given to the customerThe customer contacted us on 06/16/letting us know they had not gotten any gaskets with their itemWe sent a request as required by the manufacturer to have them send out the missing partsThey package their items and we do not obtain stock of the parts that are inside the box separatelyThe request was sent over to the manufacturer on Thursday after business hoursThey would have obtained it on FridayThe customer contacted us on the following Monday 06/20/asking why they did not have the item yetWe sent a follow up asking if they had an update yetWhile awaiting the reply of the vendor the customer contacted us again on 06/22/saying they no longer wanted to wait for the item to be shipped from the manufacturerThey wanted to return the entire kitWe offered to send a pre-paid return labelOnce the item is brought back to our warehouse a refund will be issued Thank you, [redacted] Customer Care Supervisor In The Swim