To Whom it May Concern, I purchased a pool filter from "In The Swim" and it was weeks before I had a chance to hook it upI then discovered that it would not fit in the space it needs to beI contacted ITS asking to exchange it for a different modelI was informed it was a week past the days and they would charge me a 20% restocking feeGranted this is the stated policy but give me a breakI was not asking to just return it but to exchange and the are still going to charge me $65.00? Needless to say I will choose a different retailer, one more willing to make their customers happy for the purchase of the new filter and in future purchases
Initial Business Response / [redacted] (1000, 5, 2014/07/30) */ To Whom It May Concern The customer ordered a cleaner from In The Swim on 05/26/This was shipped via FedEx ground tracking number [redacted] on 05/This was delivered on Fri 5/30/12:pm and left at the front door The Customer contacted us on 06/stating the unit was not workingThey did troubleshooting with our parts teamThis item was then deemed defectiveOur customer service representative then issued the customer a pre-paid return label and reshipped a new cleaner with tracking number This was delivered on Thur 6/19/11:am and left at the front doorWe received the original defective unit back on 07/21/ The customer contacted us again on 07/stating that the new unit was not workingOn the weekend Our technical support hours are much shorting and they were not availableThe customer then asked to speak to a supervisor however with the limited staff over the weekend the supervisor was on the phone and unable to take the call at that momentHowever our representative issued a pre-paid label to have the unit picked up without having the customer do troubleshooting, even though this is procedure The label was emailed to the customer on 07/21/The item arrived back to our warehouse on 07/24/at 8:59amThe refund was issued back to the customer's payment method the same day Thank You for your consideration, [redacted] Customer Care Supervisor In The Swim
Initial Business Response / [redacted] (1000, 5, 2015/05/01) */ To Whom It May Concern, The customer ordered a solar blanket from In The Swim on 04/22/This was shipped via FedEx tracking number XXXXXXXXXXXXXXXThis was delivered on Thur 4/23/at 9:am and was left at the front door The customer contacted us on 04/23/stating that they ordered the incorrect sizeThis order was placed onlineThey were advised that since it was opened, they only needed to send back a 2ft x 2ft section of the cover by any meansA refund was to be issued once it was recieved Once the item was returned back a refund was issued back to Paypal for the itemThe refund was issued back to the customers PayPal account on 04/28/The customer is responsible for the return shipping on the product they ordered incorrectly Thank you for your consideration, JoAnne [redacted] In The Swim Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Initial response to the company was that the item received was damaged in shippingItem was opened immediately to check for damagedWhen inspected, damage was foundI placed solar cover on my pool to attempt use of damaged itemFound item did no fitCalled company to ask for advice on returning damaged itemWas advised to cut a foot by foot piece and return said pieceI returned as advisedSpoke with repI was told that the rep would attend to compensate my return shipping cost on new liner when an in store credit was issuedSeller issued a refund through PayPal instead of promised in store credit, in a two stage refundCustomer service initially told me refund was already done, contact PayPalI contacted PayPal, wad informed no refund issuedContacted in the swim agent again, was again promised in store credit as refund had not been processed fullyPayPal generated a case which then made in the swim refund original purchase costI'm still out the $for return cost that should have been a shipping insurance claim Final Business Response / [redacted] (4000, 9, 2015/05/14) */ To Whom It May Concern, The customer called and stated he ordered the wrong size on 04/23/He was advised to send in a 6xsection at his expense instead of the whole wrong cover and we would issue the refund The customer made no mention of any damages until after they sent the item backWhen the item arrived back at our warehouse there was no damage to the box/item when inspected The refund has been issued for the item but the return shipping cost is the customers responsibility Thank you, [redacted] In The Swim
To Whom It May Concern, The customer purchased a winter cover from In The Swim on 09/07/This was shipped on 09/08/via [redacted] tracking number [redacted] The customer contacted us on 09/23/saying the cover was too smallWe offered a pre paid return label for a section to be picked up for refund or replacementWe let the customer know we could either do this now or in the spring if they wanted to leave it on.On 09/28/the customer emailed us back letting us know they would send this back for a replacementWe sent the pre paid label and did not hear from the customer again We have issued a refund in the amount of $the amount the customer paidPlease see the attached order copyThere is also a copy of the refund providedThis was done as a one time courtesy as the customer never sent back the section Thank You, [redacted] Customer Care Supervisor In The Swim
Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ To Whom It May Concern, The customer purchased the Intex Pool From In The Swim on 06/19/This was shipped via UPS Freight tracking number XXXXXXXXX on 06/22/The customer signed for the package free and clear of damageThe customer called us on 06/27/stating that there was some damageWe informed the customer that because they signed for the shipment they would need to file a claim with the shipper as there is not much we can doWe did not hear back from the customer again regarding this purchase The customer A-Z claim stated that the damage was concealed inside the boxWe as a courtesy will issue a Bill Of Lading to have the item picked up and returned for a refundWe left a voicemail for the customer to set up the pick upWe are awaiting their reply Thank you for your consideration, [redacted] Customer Care Supervisor In The Swim Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept this responseHowever, I was the last one to contact them unlike was stated in their responseI have all the emails to prove thisI received a voicemail from them regarding the bill of lading this past weekend and returned the call and provided the information requested on 7/20/The item is supposed to be picked up via UPS on 7/22/
To Whom It May Concern, The customer purchased a Pool from In The Swim on 08/20/This was shipped via [redacted] freight on 08/23/with pro # [redacted] This was delivered on Friday, 08/26/at 2:P.Mand was signed for by [redacted] The customer contacted us on 09/02/letting us know that they were missing the hardware for the poolWe issued a missing parts form to have the manufacturer send out the missing partsThe customer called back again the next day letting us know they were also missing the coping stripsWe then submitted a new missing parts form to the manufacturer for both things that were missingThe customer contacted us again on 09/06/asking for a discount on the item due to the inconvenience This needed to be authorizedAn email was sent to a supervisor for this requestThe supervisor authorized a $Credit card refund and an additional $Pool buck that can be used towards any future order for up to a yearThis was on 09/07/The customer called again the next day wanting an updateWe informed the customer that the manufacture was going to ship out the missing items directly to them on 09/09/The customer was not satisfied with this and wanted the entire item picked upWe called the customer back the same day to schedule an estimated pick up date and time frame [redacted] requires a four-hour window of time to be able to pick up freight itemsThe customer did not want to agree to this and began using inappropriate language to our phone representative, and stated that if we did not pick up the pool they would set it on fire The customer then hung up on usWe were unable to get a hole of the customer to get a date and time to schedule the pick up so we sent an email on 09-14-at 11:42am to the customer to please contact us back to schedule the ***The customer called us that day and gave us a timeThe [redacted] paperwork was emailed to the customer on 09/15/Once it arrives back at our location a full refund for the item will be issued Thank You, [redacted] Customer Care Supervisor In The Swim
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ To Whom It May Concern, The customer purchased a pool from In The Swim on 6/30/via UPS tracking number XXXXXXXXX The customer signed for this damaged shipment on 7/7/at 2:56pmOnce a damaged freight shipment is signed for free and clear of damage we are unable to file a claim for this product Even though the customer signed for the item we spoke with our vendor and told them the customer was missing the capsThey expedited them to the customerOn 08/07/the customer contacted us again stating they were the wrong ones and was filing a complaintWe are doing our best to assist the customer even though the signed for the shipment On 8/11/we were able to get the actual part number from the customerWe have sent over another expedite request to the vendorOnce we have an update we will contact the customer Thank you, [redacted] Customer Care Supervisor In The Swim Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The ups drive refused to stay for hours while we went through allvtge boxesIf we don't sign for it he couldn't leave the pallet So it's a lame excuse by in the swim to say "well you signed for itIn the swim has poor business practicesTheir excuse is ridiculous I made several calls and got no where I purchased a pool a month and a half ago with expectations to swim this year, but I guess not because I have damaged parts Cusumers please be causious of this companyThey will fight you all the wayI spent $ With this company and I still can't put my pool up
Initial Business Response / [redacted] (1000, 9, 2014/05/23) */ To Whom It May Concern, I apologize for the delay in the response. In The Swim has decided to resolve this issue by issuing a full refund of $239.36. This covers the cost of the two payments made; handling fee and service... fees. Although In The Swim should not be responsible for this customers error for ordering on line, we wanted to put this issue to rest. We ask that Mrs. [redacted] no longer shop with In The Swim. Thank you for your consideration, [redacted] Customer Care Manager In The Swim XXX-XXX-XXXX x 7018 Initial Consumer Rebuttal / [redacted] (3000, 11, 2014/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) What about the next two payments due, are they going to void those? I will be satisfied at that time. I just don't understand how a company who on the back of every invoice states Customer Satisfaction is our ultimate goal at IN THE SWIM. Yet when I called asking and pleading for help before the order, I did not receive the help needed. I sit today in the same situation I was in before this whole ordeal continued. It is a shame as I had always bragged about and sent everyone I know to In The Swim for all pool and spa supplies. It is a sad experience. All I asked for was help and they are the professionals and I was the customer. Final Business Response / [redacted] (4000, 13, 2014/06/10) */ To Whom It May Concern, This Consumer was completely refunded in full back on 5-23-14. The future payments have been cancelled. Thank you, [redacted] Final Consumer Response / [redacted] (2000, 15, 2014/06/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is the solution that should have been offered in the first place or simply offering the replacement.
Initial Business Response /* (1000, 5, 2014/12/22) */
Contact Name and Title: *** ***
Contact Phone: *** ***
Contact Email: ***
To whom it may concern,
We have contacted the consumer regarding this caseIn The Swim has agreed to assist the
Consumer in his request for replacement springsDue to the holiday the manufacturer has shut down until January 5, At that time the manufacturer will ship springs directly to the Consumers homeThe Consumer has been made aware of the delay
Thank you for your consideration in this matter,
*** ***
Customer Care Supervisor
In The Swim
XXX-XXX-XXXX x ***
Initial Consumer Rebuttal /* (3000, 11, 2015/01/09) */
1/5/
I purchased a commercial grade pool cover for $899.99(*** - Commercial Grade Super Mesh Safety Cover x ft Rectangle) on 9/29/The cover was shipped direct from the manufacture ***)The cover I received was not the commercial grade coverTheir are different grade mesh covers on *** site (Standard grade mesh, Deluxe grade mesh, and Commercial grade meshI ordered the Commercial grade mesh with a year warranty and the cover I received was the Deluxe grade mesh according to the box it came inThe box has standard mesh and deluxe mesh on it and the deluxe mesh was checkedWhen I contacted In-the-Swim I was told it is a commercial grade cover and *** just sent it in the wrong box which I don't believe is a true statementWhen I purchased the cover from In-the-Swim the advertisement said Commercial Grade Mesh Cover not Deluxe meshI live in Michigan and I specifically wanted a heavy commercial grade coverI've had cheaper covers and they don't last
I would like the commercial grade mesh cover like I thought I was getting
Final Consumer Response /* (4200, 14, 2015/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like samples of all grades of mesh (standard, deluxe and commercial) in the color Blue so I can compare them to the blue cover sent to me
Final Business Response /* (4000, 16, 2015/01/14) */
To whom it may concern,
We have contacted the manufacturer, Cover Tech Industries, regarding this caseThey will be sending out the samples directly to the customer
Thank you for your consideration in this matter,
*** ***
Customer Care Supervisor
In The Swim
XXX-XXX-XXXX x ***
Initial Business Response /* (1000, 5, 2015/05/25) */
To Whom It May Concern,
A website error occurred giving customer larger discount on-line than that loaded into our internal ordering systemCustomer contacted us on Saturday 5-23-when our Internet Dept was off to verifyWe asked
the consumer to forward us the confirmation email to verify price customer receivedEmail has not been receivedToday I was able to confirm error on order and refunded the customer his $
Thank you for your consideration,
*** ***
Customer Care Manager
In The Swim
Initial Consumer Rebuttal /* (2000, 7, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the $monetary reimbursement provided by the companyI should not have had to take these steps to such a simple issueThank you to the Revdex.com for your quick and efficient handling of this matter
As a Revdex.com Accredited business, I'm appalled in the way in which In The Swim conducts its businessWe utilized them for all of our pool goods for a swimming pool maintenance companyWithin weeks all of the equipment items brokeThese included salt meters ($86ea), our pool vac ($1900), poles ($30)Upon contacting InTheSwim, we were advised to contact the manufacturer of all items, they do not cover any form of warrantyOne of the items, the salt meter we requested a return label for weeksThis never appeared, HOWEVER, call upon call upon call was received from '*** *** their debt collection department over an item, we'd sent back, they'd received however hadn't bother communicating that inter companyWe now spend our $5K a month with Leslies and SCP, where we receive professional conduct and, more importantly warranty on faulty items and excellent customer serviceWe've requested management to call us on numerous occasions however never received any responseWe found Diane *** AR Supervisor, rude, obnoxious and arrogantWe now know why so many companies leave negative reviewsShould have done our research sooner rather than later!
Order Ed a fiesta 27xabove ground pool It came to me wrong, was picked up, reordered and weeks later it has just shipped No phone calls to let me know what was going on, just hassle Was promised a $refund, did not get it, when I asked about it, no one knew anything about it Called to cancel order, said it would take 1-days, did not happen When I called back, to inquire, was told to speak with someone else, no one was handling my problems Finally agreed to take pool with $credit, it showed up in less than hrs Company does not do what they say Very discouraged
Initial Business Response /* (1000, 8, 2015/07/27) */
To Whom It May Concern,
The customer purchased the item on 06/28/On Sunday through ***We do not ship out on Sundays, however many times the trucks are pre loaded and leave first thin Monday Morning.*** does not
delivery On Mondays however they take the loaded trucks from our facility and scan them into their system by Tuesday
The customer called the same day the order was placed requesting to cancelThis order had not yet loaded into our system from ***The supervisor that took the call Sunday emailed someone to check on this on Monday
First thing Monday This order was on the truck and leaving for the*** facilityThere was unfortuanatly no way for us to stop thisWe informed the customerWe let the customer know she could refuse the shipmentOnce it arrived back we would issue the full refundWe also informed her that if she was unable to refuse it to give us a call back and we would issue a pre-paid return label to the customer
On 06/30/a rep from *** called us on the customers behalf asking if we would send a pre paid shipping labelWe infomred her that we had previously offered this if she was unable to refuse deliveryWe sent the customer the label to send back the item
A refund for the item was issued back to the customers payment method through *** on 07/15/when the item arrived back at our location
Thank you,
***
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (3000, 10, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My issue with the company resides primarily with the fact that the company did not have a satisfactory method to cancel orders before shippingThere was no reasonable reason that my card had to be charged and I had to wait weeks for a refund
I have ordered many items in the past and have generally been satisfiedHowever, my last purchase was a solar cover that I ordered in the wrong sizeI ordered the correct size the next day and planned to return the originalWhen I brought it to the shipping store and the least expensive mode was almost as much as the cost of the coverI spoke to customer service reps at in the swim and they basically said "not our problem"I asked for a supervisor-none available but they offered to have her call me back She never didI called again and explained the situation -was again told "nothing we are going to do for you"I asked them to send me a call tag and deduct their cost -"nope" I asked them to send a call tag and just give me a credit rather then refund for the item "nope"A women came on the line-said she was a supervisor yet spoke so condescendingly to me and them said "your error -your problem" I was so disappointedWill never order from them againAwful customer service
Initial Business Response /* (1000, 5, 2015/02/13) */
To whom it may concern,
The customer made a web order on 02/04/around 5PM CST with In The Swim Pool SuppliesThis order was shipped first thing in the morning on 02/05/via FedEx tracking numbers XXXXXXXXXXXXXXX,
XXXXXXXXXXXXXXX, and XXXXXXXXXXXXXXX
The customer called that day requesting a cancellationWe were unable to cancel due to it already being put on a truckThe customer stated he did not place the order and only put it in his cartOur web order process does not allow an order to go through until the payment information is entered at the end and submittedThe customer was advised that he could certainly refuse the shipment and once it arrived back at our location a full refund would be issued
On 02/the customer contacted againAs a courtesy our team contacted FedEx to have the shipments rerouted and sent back to us in hopes that it would be faster for the refundThe items are arriving today and have been refundedPlease allow 24-business hours for the refund to post back to the customers payment method
Thank you for your consideration,
*** ***
Customer Care Supervisor
Initial Business Response /* (1000, 5, 2014/10/09) */
To Whom It May Concern,
The customer purchased a winter cover from In The Swim on 11/05/This cover has a warranty excluding hardware
As a courtesy In The Swim has shipped the customer a replacement winchThis was shipped on
10/08/via FedEx tracking number XXXXXXXXXXXXXXThis is due to deliver on 10/10/
Thank you for your consideration,
*** ***
Customer Care Supervisor
In The Swim
WE HAVE BEEN TRYING TO GET THESE PEOPLE TO REMOVE OUR NAME AND ADDRESS FROM THEIR MAILING LIST FOR OVER A YEAR!!! THEY HAVE BLATANTLY DISREGARDED OUR SIMPLE REQUEST WE HAVE CALLED AND EMAILED COUNTLESS TIMES AND THE JUNK MAIL CATALOGS NEVER STOP!!! WE DON'T EVEN KNOW HOW THEY GOT OUR INFORMATION IN THE FIRST PLACE BUT IT HAS BEEN IMPOSSIBLE FOR US TO STOP THEIR JUNK MAIL TO US EVERY TIME WE CALL, THE CUSTOMER SERVICE REP TELLS US THE SAME LOAD OF CRAP AND NOTHING EVER CHANGES WE KEEP GETTING THEIR CATALOGS IN OUR MAILBOX WHICH WE DON'T WANT!!! WHY WOULD SOMETHING SO MINDLESS BE A FEDERAL CASE? WE WOULD NEVER PATRONIZE THEIR BUSINESS NO MATTER HOW DESPERATE WE WERE
Initial Business Response /* (1000, 5, 2015/06/08) */
To Whom It May Concern,
The Customer purchased the Green To Clean 2lbs from In The Swim on 06/05/This item was shipped on the same day, 06/05/via FedEx tracking number XXXXXXXXXXXXXXXThis is due to deliver on 06/09/
We have had no contact from the customer regarding this purchase or any other inquiriesThis order was placed on the webWe will refund the customer as a one-time courtesy
Thank you,
*** ***
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (2000, 7, 2015/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the refundI have had numerous contact with your online customer service under the name "***" about this order and my other order, that was taken care of that was messed up, I had contact with by phoneThank you again for my refund and I will use another website to ensure this doesn't happen again
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this
resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/05/26) */
To Whom It May Concern,
The customer purchased the liner from In The Swim on 05/16/This was shipped 05/17/via FedEx ground tracking number XXXXXXXXXXXXXXXThis was delivered on Wednesday, 05/20/at 2:52PM and was left
at the garage
The customer contacted us on 05/22/and spoke with our representative who informed them that as our return policy states, Due to the nature of the product no returns will be accepted on custom orders (except for manufacturer defects), above-ground liners and drilled solar reelsHandling fees are non-refundableDue to this no return would be able to be acceptedThe customer called back again and spoke with someone else who stated the same informationThe customer disconnected the call
As a onetime courtesy due to the item being unopened and unused the customer may send it back for a refundThey may order the new size at their convenienceUpon receipt of the unopened liner a refund will be issued back to the customer's payment method
Thank you for your consideration,
*** ***
*** *** ***
In The Swim
Initial Consumer Rebuttal /* (2000, 7, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We greatly appreciate the kindnessWe have mailed back the unopened liner at OUR expenseWe have all tracking information and will be looking forward to our refund so we can reorder the correct size
-The *** Family
To Whom it May Concern, I purchased a pool filter from "In The Swim" and it was weeks before I had a chance to hook it upI then discovered that it would not fit in the space it needs to beI contacted ITS asking to exchange it for a different modelI was informed it was a week past the days and they would charge me a 20% restocking feeGranted this is the stated policy but give me a breakI was not asking to just return it but to exchange and the are still going to charge me $65.00? Needless to say I will choose a different retailer, one more willing to make their customers happy for the purchase of the new filter and in future purchases
Initial Business Response / [redacted] (1000, 5, 2014/07/30) */ To Whom It May Concern The customer ordered a cleaner from In The Swim on 05/26/This was shipped via FedEx ground tracking number [redacted] on 05/This was delivered on Fri 5/30/12:pm and left at the front door The Customer contacted us on 06/stating the unit was not workingThey did troubleshooting with our parts teamThis item was then deemed defectiveOur customer service representative then issued the customer a pre-paid return label and reshipped a new cleaner with tracking number This was delivered on Thur 6/19/11:am and left at the front doorWe received the original defective unit back on 07/21/ The customer contacted us again on 07/stating that the new unit was not workingOn the weekend Our technical support hours are much shorting and they were not availableThe customer then asked to speak to a supervisor however with the limited staff over the weekend the supervisor was on the phone and unable to take the call at that momentHowever our representative issued a pre-paid label to have the unit picked up without having the customer do troubleshooting, even though this is procedure The label was emailed to the customer on 07/21/The item arrived back to our warehouse on 07/24/at 8:59amThe refund was issued back to the customer's payment method the same day Thank You for your consideration, [redacted] Customer Care Supervisor In The Swim
Initial Business Response / [redacted] (1000, 5, 2015/05/01) */ To Whom It May Concern, The customer ordered a solar blanket from In The Swim on 04/22/This was shipped via FedEx tracking number XXXXXXXXXXXXXXXThis was delivered on Thur 4/23/at 9:am and was left at the front door The customer contacted us on 04/23/stating that they ordered the incorrect sizeThis order was placed onlineThey were advised that since it was opened, they only needed to send back a 2ft x 2ft section of the cover by any meansA refund was to be issued once it was recieved Once the item was returned back a refund was issued back to Paypal for the itemThe refund was issued back to the customers PayPal account on 04/28/The customer is responsible for the return shipping on the product they ordered incorrectly Thank you for your consideration, JoAnne [redacted] In The Swim Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Initial response to the company was that the item received was damaged in shippingItem was opened immediately to check for damagedWhen inspected, damage was foundI placed solar cover on my pool to attempt use of damaged itemFound item did no fitCalled company to ask for advice on returning damaged itemWas advised to cut a foot by foot piece and return said pieceI returned as advisedSpoke with repI was told that the rep would attend to compensate my return shipping cost on new liner when an in store credit was issuedSeller issued a refund through PayPal instead of promised in store credit, in a two stage refundCustomer service initially told me refund was already done, contact PayPalI contacted PayPal, wad informed no refund issuedContacted in the swim agent again, was again promised in store credit as refund had not been processed fullyPayPal generated a case which then made in the swim refund original purchase costI'm still out the $for return cost that should have been a shipping insurance claim Final Business Response / [redacted] (4000, 9, 2015/05/14) */ To Whom It May Concern, The customer called and stated he ordered the wrong size on 04/23/He was advised to send in a 6xsection at his expense instead of the whole wrong cover and we would issue the refund The customer made no mention of any damages until after they sent the item backWhen the item arrived back at our warehouse there was no damage to the box/item when inspected The refund has been issued for the item but the return shipping cost is the customers responsibility Thank you, [redacted] In The Swim
To Whom It May Concern, The customer purchased a winter cover from In The Swim on 09/07/This was shipped on 09/08/via [redacted] tracking number [redacted] The customer contacted us on 09/23/saying the cover was too smallWe offered a pre paid return label for a section to be picked up for refund or replacementWe let the customer know we could either do this now or in the spring if they wanted to leave it on.On 09/28/the customer emailed us back letting us know they would send this back for a replacementWe sent the pre paid label and did not hear from the customer again We have issued a refund in the amount of $the amount the customer paidPlease see the attached order copyThere is also a copy of the refund providedThis was done as a one time courtesy as the customer never sent back the section Thank You, [redacted] Customer Care Supervisor In The Swim
Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ To Whom It May Concern, The customer purchased the Intex Pool From In The Swim on 06/19/This was shipped via UPS Freight tracking number XXXXXXXXX on 06/22/The customer signed for the package free and clear of damageThe customer called us on 06/27/stating that there was some damageWe informed the customer that because they signed for the shipment they would need to file a claim with the shipper as there is not much we can doWe did not hear back from the customer again regarding this purchase The customer A-Z claim stated that the damage was concealed inside the boxWe as a courtesy will issue a Bill Of Lading to have the item picked up and returned for a refundWe left a voicemail for the customer to set up the pick upWe are awaiting their reply Thank you for your consideration, [redacted] Customer Care Supervisor In The Swim Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept this responseHowever, I was the last one to contact them unlike was stated in their responseI have all the emails to prove thisI received a voicemail from them regarding the bill of lading this past weekend and returned the call and provided the information requested on 7/20/The item is supposed to be picked up via UPS on 7/22/
To Whom It May Concern, The customer purchased a Pool from In The Swim on 08/20/This was shipped via [redacted] freight on 08/23/with pro # [redacted] This was delivered on Friday, 08/26/at 2:P.Mand was signed for by [redacted] The customer contacted us on 09/02/letting us know that they were missing the hardware for the poolWe issued a missing parts form to have the manufacturer send out the missing partsThe customer called back again the next day letting us know they were also missing the coping stripsWe then submitted a new missing parts form to the manufacturer for both things that were missingThe customer contacted us again on 09/06/asking for a discount on the item due to the inconvenience This needed to be authorizedAn email was sent to a supervisor for this requestThe supervisor authorized a $Credit card refund and an additional $Pool buck that can be used towards any future order for up to a yearThis was on 09/07/The customer called again the next day wanting an updateWe informed the customer that the manufacture was going to ship out the missing items directly to them on 09/09/The customer was not satisfied with this and wanted the entire item picked upWe called the customer back the same day to schedule an estimated pick up date and time frame [redacted] requires a four-hour window of time to be able to pick up freight itemsThe customer did not want to agree to this and began using inappropriate language to our phone representative, and stated that if we did not pick up the pool they would set it on fire The customer then hung up on usWe were unable to get a hole of the customer to get a date and time to schedule the pick up so we sent an email on 09-14-at 11:42am to the customer to please contact us back to schedule the ***The customer called us that day and gave us a timeThe [redacted] paperwork was emailed to the customer on 09/15/Once it arrives back at our location a full refund for the item will be issued Thank You, [redacted] Customer Care Supervisor In The Swim
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ To Whom It May Concern, The customer purchased a pool from In The Swim on 6/30/via UPS tracking number XXXXXXXXX The customer signed for this damaged shipment on 7/7/at 2:56pmOnce a damaged freight shipment is signed for free and clear of damage we are unable to file a claim for this product Even though the customer signed for the item we spoke with our vendor and told them the customer was missing the capsThey expedited them to the customerOn 08/07/the customer contacted us again stating they were the wrong ones and was filing a complaintWe are doing our best to assist the customer even though the signed for the shipment On 8/11/we were able to get the actual part number from the customerWe have sent over another expedite request to the vendorOnce we have an update we will contact the customer Thank you, [redacted] Customer Care Supervisor In The Swim Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The ups drive refused to stay for hours while we went through allvtge boxesIf we don't sign for it he couldn't leave the pallet So it's a lame excuse by in the swim to say "well you signed for itIn the swim has poor business practicesTheir excuse is ridiculous I made several calls and got no where I purchased a pool a month and a half ago with expectations to swim this year, but I guess not because I have damaged parts Cusumers please be causious of this companyThey will fight you all the wayI spent $ With this company and I still can't put my pool up
Initial Business Response / [redacted] (1000, 9, 2014/05/23) */ To Whom It May Concern, I apologize for the delay in the response. In The Swim has decided to resolve this issue by issuing a full refund of $239.36. This covers the cost of the two payments made; handling fee and service... fees. Although In The Swim should not be responsible for this customers error for ordering on line, we wanted to put this issue to rest. We ask that Mrs. [redacted] no longer shop with In The Swim. Thank you for your consideration, [redacted] Customer Care Manager In The Swim XXX-XXX-XXXX x 7018 Initial Consumer Rebuttal / [redacted] (3000, 11, 2014/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) What about the next two payments due, are they going to void those? I will be satisfied at that time. I just don't understand how a company who on the back of every invoice states Customer Satisfaction is our ultimate goal at IN THE SWIM. Yet when I called asking and pleading for help before the order, I did not receive the help needed. I sit today in the same situation I was in before this whole ordeal continued. It is a shame as I had always bragged about and sent everyone I know to In The Swim for all pool and spa supplies. It is a sad experience. All I asked for was help and they are the professionals and I was the customer. Final Business Response / [redacted] (4000, 13, 2014/06/10) */ To Whom It May Concern, This Consumer was completely refunded in full back on 5-23-14. The future payments have been cancelled. Thank you, [redacted] Final Consumer Response / [redacted] (2000, 15, 2014/06/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is the solution that should have been offered in the first place or simply offering the replacement.
Initial Business Response /* (1000, 5, 2014/12/22) */
Contact Name and Title: *** ***
Contact Phone: *** ***
Contact Email: ***
To whom it may concern,
We have contacted the consumer regarding this caseIn The Swim has agreed to assist the
Consumer in his request for replacement springsDue to the holiday the manufacturer has shut down until January 5, At that time the manufacturer will ship springs directly to the Consumers homeThe Consumer has been made aware of the delay
Thank you for your consideration in this matter,
*** ***
Customer Care Supervisor
In The Swim
XXX-XXX-XXXX x ***
Initial Consumer Rebuttal /* (3000, 11, 2015/01/09) */
1/5/
I purchased a commercial grade pool cover for $899.99(*** - Commercial Grade Super Mesh Safety Cover x ft Rectangle) on 9/29/The cover was shipped direct from the manufacture ***)The cover I received was not the commercial grade coverTheir are different grade mesh covers on *** site (Standard grade mesh, Deluxe grade mesh, and Commercial grade meshI ordered the Commercial grade mesh with a year warranty and the cover I received was the Deluxe grade mesh according to the box it came inThe box has standard mesh and deluxe mesh on it and the deluxe mesh was checkedWhen I contacted In-the-Swim I was told it is a commercial grade cover and *** just sent it in the wrong box which I don't believe is a true statementWhen I purchased the cover from In-the-Swim the advertisement said Commercial Grade Mesh Cover not Deluxe meshI live in Michigan and I specifically wanted a heavy commercial grade coverI've had cheaper covers and they don't last
I would like the commercial grade mesh cover like I thought I was getting
Final Consumer Response /* (4200, 14, 2015/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like samples of all grades of mesh (standard, deluxe and commercial) in the color Blue so I can compare them to the blue cover sent to me
Final Business Response /* (4000, 16, 2015/01/14) */
To whom it may concern,
We have contacted the manufacturer, Cover Tech Industries, regarding this caseThey will be sending out the samples directly to the customer
Thank you for your consideration in this matter,
*** ***
Customer Care Supervisor
In The Swim
XXX-XXX-XXXX x ***
Initial Business Response /* (1000, 5, 2015/05/25) */
To Whom It May Concern,
A website error occurred giving customer larger discount on-line than that loaded into our internal ordering systemCustomer contacted us on Saturday 5-23-when our Internet Dept was off to verifyWe asked
the consumer to forward us the confirmation email to verify price customer receivedEmail has not been receivedToday I was able to confirm error on order and refunded the customer his $
Thank you for your consideration,
*** ***
Customer Care Manager
In The Swim
Initial Consumer Rebuttal /* (2000, 7, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the $monetary reimbursement provided by the companyI should not have had to take these steps to such a simple issueThank you to the Revdex.com for your quick and efficient handling of this matter
As a Revdex.com Accredited business, I'm appalled in the way in which In The Swim conducts its businessWe utilized them for all of our pool goods for a swimming pool maintenance companyWithin weeks all of the equipment items brokeThese included salt meters ($86ea), our pool vac ($1900), poles ($30)Upon contacting InTheSwim, we were advised to contact the manufacturer of all items, they do not cover any form of warrantyOne of the items, the salt meter we requested a return label for weeksThis never appeared, HOWEVER, call upon call upon call was received from '*** *** their debt collection department over an item, we'd sent back, they'd received however hadn't bother communicating that inter companyWe now spend our $5K a month with Leslies and SCP, where we receive professional conduct and, more importantly warranty on faulty items and excellent customer serviceWe've requested management to call us on numerous occasions however never received any responseWe found Diane *** AR Supervisor, rude, obnoxious and arrogantWe now know why so many companies leave negative reviewsShould have done our research sooner rather than later!
Order Ed a fiesta 27xabove ground pool It came to me wrong, was picked up, reordered and weeks later it has just shipped No phone calls to let me know what was going on, just hassle Was promised a $refund, did not get it, when I asked about it, no one knew anything about it Called to cancel order, said it would take 1-days, did not happen When I called back, to inquire, was told to speak with someone else, no one was handling my problems Finally agreed to take pool with $credit, it showed up in less than hrs Company does not do what they say Very discouraged
Initial Business Response /* (1000, 8, 2015/07/27) */
To Whom It May Concern,
The customer purchased the item on 06/28/On Sunday through ***We do not ship out on Sundays, however many times the trucks are pre loaded and leave first thin Monday Morning.*** does not
delivery On Mondays however they take the loaded trucks from our facility and scan them into their system by Tuesday
The customer called the same day the order was placed requesting to cancelThis order had not yet loaded into our system from ***The supervisor that took the call Sunday emailed someone to check on this on Monday
First thing Monday This order was on the truck and leaving for the*** facilityThere was unfortuanatly no way for us to stop thisWe informed the customerWe let the customer know she could refuse the shipmentOnce it arrived back we would issue the full refundWe also informed her that if she was unable to refuse it to give us a call back and we would issue a pre-paid return label to the customer
On 06/30/a rep from *** called us on the customers behalf asking if we would send a pre paid shipping labelWe infomred her that we had previously offered this if she was unable to refuse deliveryWe sent the customer the label to send back the item
A refund for the item was issued back to the customers payment method through *** on 07/15/when the item arrived back at our location
Thank you,
***
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (3000, 10, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My issue with the company resides primarily with the fact that the company did not have a satisfactory method to cancel orders before shippingThere was no reasonable reason that my card had to be charged and I had to wait weeks for a refund
I have ordered many items in the past and have generally been satisfiedHowever, my last purchase was a solar cover that I ordered in the wrong sizeI ordered the correct size the next day and planned to return the originalWhen I brought it to the shipping store and the least expensive mode was almost as much as the cost of the coverI spoke to customer service reps at in the swim and they basically said "not our problem"I asked for a supervisor-none available but they offered to have her call me back She never didI called again and explained the situation -was again told "nothing we are going to do for you"I asked them to send me a call tag and deduct their cost -"nope" I asked them to send a call tag and just give me a credit rather then refund for the item "nope"A women came on the line-said she was a supervisor yet spoke so condescendingly to me and them said "your error -your problem" I was so disappointedWill never order from them againAwful customer service
Initial Business Response /* (1000, 5, 2015/02/13) */
To whom it may concern,
The customer made a web order on 02/04/around 5PM CST with In The Swim Pool SuppliesThis order was shipped first thing in the morning on 02/05/via FedEx tracking numbers XXXXXXXXXXXXXXX,
XXXXXXXXXXXXXXX, and XXXXXXXXXXXXXXX
The customer called that day requesting a cancellationWe were unable to cancel due to it already being put on a truckThe customer stated he did not place the order and only put it in his cartOur web order process does not allow an order to go through until the payment information is entered at the end and submittedThe customer was advised that he could certainly refuse the shipment and once it arrived back at our location a full refund would be issued
On 02/the customer contacted againAs a courtesy our team contacted FedEx to have the shipments rerouted and sent back to us in hopes that it would be faster for the refundThe items are arriving today and have been refundedPlease allow 24-business hours for the refund to post back to the customers payment method
Thank you for your consideration,
*** ***
Customer Care Supervisor
Initial Business Response /* (1000, 5, 2014/10/09) */
To Whom It May Concern,
The customer purchased a winter cover from In The Swim on 11/05/This cover has a warranty excluding hardware
As a courtesy In The Swim has shipped the customer a replacement winchThis was shipped on
10/08/via FedEx tracking number XXXXXXXXXXXXXXThis is due to deliver on 10/10/
Thank you for your consideration,
*** ***
Customer Care Supervisor
In The Swim
WE HAVE BEEN TRYING TO GET THESE PEOPLE TO REMOVE OUR NAME AND ADDRESS FROM THEIR MAILING LIST FOR OVER A YEAR!!! THEY HAVE BLATANTLY DISREGARDED OUR SIMPLE REQUEST WE HAVE CALLED AND EMAILED COUNTLESS TIMES AND THE JUNK MAIL CATALOGS NEVER STOP!!! WE DON'T EVEN KNOW HOW THEY GOT OUR INFORMATION IN THE FIRST PLACE BUT IT HAS BEEN IMPOSSIBLE FOR US TO STOP THEIR JUNK MAIL TO US EVERY TIME WE CALL, THE CUSTOMER SERVICE REP TELLS US THE SAME LOAD OF CRAP AND NOTHING EVER CHANGES WE KEEP GETTING THEIR CATALOGS IN OUR MAILBOX WHICH WE DON'T WANT!!! WHY WOULD SOMETHING SO MINDLESS BE A FEDERAL CASE? WE WOULD NEVER PATRONIZE THEIR BUSINESS NO MATTER HOW DESPERATE WE WERE
Initial Business Response /* (1000, 5, 2015/06/08) */
To Whom It May Concern,
The Customer purchased the Green To Clean 2lbs from In The Swim on 06/05/This item was shipped on the same day, 06/05/via FedEx tracking number XXXXXXXXXXXXXXXThis is due to deliver on 06/09/
We have had no contact from the customer regarding this purchase or any other inquiriesThis order was placed on the webWe will refund the customer as a one-time courtesy
Thank you,
*** ***
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (2000, 7, 2015/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the refundI have had numerous contact with your online customer service under the name "***" about this order and my other order, that was taken care of that was messed up, I had contact with by phoneThank you again for my refund and I will use another website to ensure this doesn't happen again
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this
resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/05/26) */
To Whom It May Concern,
The customer purchased the liner from In The Swim on 05/16/This was shipped 05/17/via FedEx ground tracking number XXXXXXXXXXXXXXXThis was delivered on Wednesday, 05/20/at 2:52PM and was left
at the garage
The customer contacted us on 05/22/and spoke with our representative who informed them that as our return policy states, Due to the nature of the product no returns will be accepted on custom orders (except for manufacturer defects), above-ground liners and drilled solar reelsHandling fees are non-refundableDue to this no return would be able to be acceptedThe customer called back again and spoke with someone else who stated the same informationThe customer disconnected the call
As a onetime courtesy due to the item being unopened and unused the customer may send it back for a refundThey may order the new size at their convenienceUpon receipt of the unopened liner a refund will be issued back to the customer's payment method
Thank you for your consideration,
*** ***
*** *** ***
In The Swim
Initial Consumer Rebuttal /* (2000, 7, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We greatly appreciate the kindnessWe have mailed back the unopened liner at OUR expenseWe have all tracking information and will be looking forward to our refund so we can reorder the correct size
-The *** Family