Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution as long as In The Swim picks up the Heater and refunds the money that was takin out of my credit card and stops any more payments to be takin out of my credit cardThank you,
*** ***
To Whom It May Concern,
The customer purchased the *** Winter Cover from In The Swim on 09/19/This was shipped on 09/20/via *** tracking number ***The customer contacted us on 10/02/saying they were missing screwsWe let the customer know we could
expedite them and have them sent from the manufacturer but if he couldn't wait and wanted to get them from a local hardware store we could reimburse him.The customer was not happy with either option and hung up on our representative.
We can reship and entire new cover to the customer and pick up the old oneCurrently we are unable to ship the screws from here because they are not in stockI will note the account and if the customer wishes to obtain a new cover we can send that out and pick up the old one, or pick up the old one for a refund when received
Thank You,*** ***
Customer Care Supervisor
In The Swim
To Whom It May Concern,
The customer purchased a year A/G 21X41/Oval Winter Cover from In The Swim on 09/15/This was shipped on the same day via FedEx tracking number ***This was delivered on Thu 9/17/1:pm and was left at the front doorThe
customer contacted us on 10/12/stating that the cover was splittingWe issued a return slip to have the defective area picked up and returned to usA replacement cover was shipped out via FedEx tracking number *** on 10/12/This was delivered on Wed 10/14/1:pm and was left at the front door. The customer contacted us again on 10/19/stating that the new cover was having the same issues as the previous cover We issued a pre paid label again and reshipped an upgraded cover on 10/19/via FedEx tracking ***This was delivered on Wed 10/21/2:pmWe have not heard from the customer again about any issuesWe have yet to received either of the other covers backThank you,
JoAnne ***
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2015/10/21) */
Consumer originally placed order with In The Swim for a winter cover back on 09/17/Contacted us 09/22/letting us know cover was originally too small and Cable that is included with the cover was also too smallConsumer did email
us pictures and we had verified cover was too smallWe had contacted our consumer back and left a voicemail explaining our procedure of sending in a 6'x6' section and a pre-paid label would be provided
On 10/08/consumer reached us again explaining she is not satisfied with the resolution, she was informed of our options which were customer could pre pay for a cover so we can have one shipped while we waited to receive her 6'x6' section due to our warranty policyShe was not interested in doing so
In The Swim will be shipping a new cover for the inconvenience, we also will still be providing a pre-paid label that would be expected via-email and Mail for our customer to send in her 6'x6' section
Thank you for your consideration,
Leo ***
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Prepaid shipping labels are only good for a few daysI cannot remove the cover until June because the pool is winterizedIf the label is being sent mid June that will be fineOtherwise I am still stuck in the same situation
Final Business Response /* (4000, 9, 2015/10/29) */
To Whom It May Concern,
The section will not be requiredWe have already shipped out a new cover to the customerThe tracking number is This was delivered on 10/The customer chan choose to swap them out, or wait
Thank y***
Customer Care Supervisor
In The Swim
I bought a spa for outside and they never said you can not use it below degreesWhen I tried to send it back they refused to pay for shipping$I asked to speak to a supervisor and the girl was rude and hung up on meVery nasty people!
Initial Business Response /* (1000, 8, 2015/05/18) */
To Whom It May Concern,
The customer purchased the *** *** Cover Pump from In The Swim on 02/20/This was shipped via *** tracking number XXXXXXXXXXXXXXX on the same dayThis was delivered on 02/24/at 12:58PM and
left at the front door
The Customer contacted us directly via phone on 04/20/regarding the item not workingThey were advised to contact the manufacturer to troubleshoot and for warrantyThis was an error as we process the warranty once the day return policy is upThey can still talk to their technical team to discuss the issue however
The Customer did a return request through *** on 04/21/This was denied due to the time that had lapsedThis was now in a warranty stateWe did not block the customer on *** Once a return request is replied to eBay does not allow another one to be opened
The customer then did a claim with eBay explaining the issue furtherThis was on 04/28/We replied to the customer informing him that this was covered under the warranty and to give us a call so that we may assist with the warranty processWe have had no further contact from the customer regarding this shipment
This is still covered under warrantyThe customer may contact us to process this
Thank you for your consideration,
*** ***
*** *** ***
In The Swim
Initial Consumer Rebuttal /* (2000, 10, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If they are going to honor the warranty I have no problem accepting this responseHowever, they are not telling the truth as to how this was handled at no time was I informed to call them back that they would honor the warrantyI did speak with the manufacturer troubleshoot dept and they were able to assist with getting the item working again
Initial Business Response /* (1000, 7, 2015/07/14) */
To Whom It May Concern,
In The Swim was able to change this order to dropship directly from the mfgr as opposed to waiting for our fall stock of winter covers to be delivered
The order shipped on Fed Ex tracking # XXXXXXXXXXXX
The cover was delivered on 7-10-at 11:18amET
Thank you for your consideration in this matter,
*** ***
Customer Care Manager
In The Swim
XXX-XXX-XXXX x ***
Initial Consumer Rebuttal /* (2000, 9, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept because they finally sent me the pool coverThis, of course, was due to your intervention without which, I fear that I would still be waiting
Purchased an "Ultra Clear" solar cover for I ground pool this Spring (2016) before season startedWhen I finally opened the pool and opened the box for solar cover, a grey/silver cover was in boxI looked on company website and the pictures of their "clear" solar covers changed from when I purchased at end March - now showing what I receivedThis is NOT an Ultra Clear solar cover - I've had numerous others and never did they have color to,themIn The Swim bait and switched me and others who are complaining on their siteNow they will not allow me to return since past daysWill NEVER do business with this company again and I recommend no one else does!!
Initial Business Response /* (1000, 5, 2014/08/07) */
To Whom It May Concern,
The Customer purchased a 16MIL 24' Round Solar Blanket from In The Swim on 06/16/This item was shipped on 06/18/via FedEx tracking number
This item came with a year limited
warrantyThe First two years are full coverageThe remaining years are proratedPlease see a copy of the warranty that comes with the item attached
The customer contacted us on 07/28/where we informed them to send in a 2ft by 2ft section of the defective area on the solar blanketOnce the section was received in our warehouse a store credit for the prorated amount for the third year would be issued to their account
We have had no further contact from the customer regarding this orderIn the Swim is willing to honor the warranty in the third year from date of purchases at the percentage shown on the paperwork that came with the item and that is attached
Thank You for your consideration,
*** ***
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 7, 2015/10/12) */
To whom it may concern,
Customer was accidentally double refunded for their shipping costThis is why an invoice was sent for it to be paidHowever at the customers request we have since refunded them the $for the second
shipping paymentThis was issued on 09/11/
Thank you,
Leo ***
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2015/10/05) */
To Whom It May Concern,
The customer had ordered a custom In Ground Liner and signed off on the measurementsThere was an error in the measurmentsThis issue has been addressed after many conversations
The customer then
purchased parts from In The Swim on 7/27/This was shipped on 7/from the manufacturer directly via FedEx tracking number XXXXXXXXXXXXXXXThis was delivered on Wed 7/29/12:pmThe customer contacted us on 7/asking to cancelWe informed the customer that we can attempt to cancel with the vendor but could not guarantee this due to it shipping from themWe did not hear from the customer again until 09/21/The customer contacted us to ask for return informationThis was now outside of our day return policy
We contacted the customer back on 10/leaving a voicemail letting them know that we would allow the return as a courtesy within weeks with the standard restocking feeWe have not heard back from this customerThis offer still stands
Thank you,
*** ***
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2014/08/28) */
Contact Name and Title: *** *** / Manager
Contact Phone: XXX-XXX-XXXX x
To Whom It May Concern,
Per the warranty agreement on the Year Prorated Winter Cover warranty a sample of the defective area is required under
warranty replacementIn an exception was made and the Consumer was given a free down graded coverWithout the section from the original defective cover we were unable to be compensated from the mfgrfor the defective cover replacement
In The Swim will ship a replacement courtesy cover with no further warranty to resolve this situationIn future purchases of products the consumer must take responsibility for providing the required information per the warranty agreement
Thank you for your consideration,
*** ***
Call Center Resources Manager
In The Swim
Initial Business Response /* (1000, 5, 2014/08/21) */
To Whom It May Concern,
The Customer purchased an 18Xwinter cover from In The Swim on 09/15/This was shipped the same dayThis item number at the time came with a year prorated warrantyThis meaning that if there was any
manufacturing defects in the cover during that time frame there would be a warranty on the coverThe first three years are fully covered; the remaining years are prorated from the original date of purchase, as stated on the warranty provided with the original order
On September 1st 2010, the warranty for this item number changedThis was changed to a year prorated warranty for any over purchased on, or after that date
The customer sent in the required section of the winter cover on 06/08/due to a defect in the coverA replacement cover was then sent to the customer free of charge on 06/08/This cover was now being sold as a year warrantied cover which is why the invoice changedHowever the cover the customer bought was still the year as it was paid for before September 1,
The customer contacted us again on 07/stating that the free replacement cover was splitting againWe advised the customer that this was still under warranty but in the prorated yearsThe customer felt that this year cover should be replaced as they received it in We then explained that this cover was under warranty from the original purchase date as stated on both the year and year warranty paper workPlease see attached file
The customer is in the 5th year from 09/15/The credit under the year proration is 50%, the coverage for the year is only 40%The section was received on 08/01/and the 50% prorated store credit was issued
Please see attached copies of the original order, replacement order, prorated credit and both warranties
To assist the customer In the Swim is willing to send a replacement cover to the customer free of charge; however this cover will have no further warrantyIf the customer wishes to proceed they may contact us to send this new cover out with no warranty
Thank you for your consideration,
*** ***
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (3000, 7, 2014/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why would we want another winter cover to put on our pool ? The thing that matters is the fact that as a pool owner for over years we know what it takes to close a pool and the reliability of a sound winter cover is very ,very important We have not mentioned the fact that the extra expense of chemicals and labor that go into closing a pool for the winter What is the sense of vacuuming and cleaning and adding the chemicals for closing the pool only to see those efforts go in fain not once but twice We have photos of the winter cover when it came apart in the winter and allowed all the trash and dirty water to enter our cleaned pool .When this happened we knew that come spring we were going to have to clean it all over again .That is the reason we as pool owners rely on a good winter pool cover .These winter pool covers that IN THE SWIM sells are of no goodWe can not rely on them as we have stated we have tried only to see our time and money go to waste .So WHY would we want another winter cover that we know is not going to protect our pool ?? We can understand that sometimes an item like a winter pool cover comes out defective thus the year full replacement warranty but not twice But when the company that sells that item does not cover the item or they IN THE SWIM can just quit selling the faulty item instead of replacing the faulty item ,winter cover ,with another faulty item ,winter cover, and offer to send us another faulty winter cover with no warranty this does not make sense to us knowing that the winter cover is going to do the same thing ,come apart and destroy our pool We still have to go buy another winter pool cover so doesn't it make sense to buy another winter pool cover that has a good warranty instead of excepting a replacement winter cover from IN THE SWIM with NO WARRANTY ? This is a bad move on us we need a good winter cover which IN THE SWIM does not have Like we said we have owned a pool for over years and we know what it takes to operate and maintain one .That's the reason we rely on a good winter pool cover which we have not received .Ask any pool owner and they will tell you that a good winter pool cover is very ,very important to the life of the pool .GOOD COVER,MEANS A CLEAN SPRING POOL ! We would take our refund and purchase another winter pool cover and get a full replacement warranty from that seller instead of another faulty winter cover with no warranty at all that we know is going to fail costing us more money and labor .THAT DOESN'T MAKE SENSE WE DON'T WANT ANOTHER FAULTY COVER WITH NO WARRANTY .THIS SHOWS US THAT IN THE SWIM IS SELLING DEFECTIVE WINTER COVERS AND THEY KNOW IT.WHY DOES IN THE SWIM NOT WANT TO COVER A NEW WINTER POLL COVER THAT THEY WOULD SELL TO ANOTHER POOL OWNER WITH A FULL WARRANTY ???? GO FIGURE
Final Business Response /* (4000, 14, 2014/09/15) */
To Whom It May Concern,
The warranty is made by the manufacturerThis is not made by In The SwimThese covers do experience issues over time as all covers mayThey are sitting on top of chemical filled water and out in the elementsThis is why there is a prorated warranty to help with some of those issues
As previously stated the customer is outside of the manufactures full coverage on the warranty and into the prorated stateThis is all shown on the attachments that were previously sent and included in the customers packageIn The Swim was willing to take a loss and send a replacement cover free of charge with no warranty
In The Swim is still willing to honor this offer if they would like a free replacement outside of the warrantied time frame
Thank you for your consideration,
*** ***
Customer Care Supervisor
In The Swim
Final Consumer Response /* (4200, 16, 2014/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just read IN THE SWIMS recent reply and I am not surprised Now IN THE SWIM blames the manufacture for the warranty issue .We bought the winter in ground cover from IN THE SWIM not the manufacture of the cover .We bought the winter cover from IN THE SWIMS sale book that states the info of the cover and nowhere does it state that the winter cover is warranty by the manufacture We are not talking about a year old winter cover we are talking about a BRAND NEW OUT OF THE BOX COVER ,that was like the first BRAND NEW OUT OF THE BOX COVER with a year ,year free replacement cover that did not last Now they IN THE SWIM wants to send us another BRAND NEW IN THE BOX COVER WITH NO WARRANTY that supposedly is sold BRAND NEW with a warranty TO CONSUMERS FROM IN THE SWIM !!!!! We are the consumers IN THE SWIM are the sellers they IN THE SWIM buy the product and resale the product to us the consumer and they IN THE SWIM are responsibly for any issues and warranty's that result and the seller deals with the manufacture of the product not the consumer .IN THE SWIM refuses to see this We WILL NOT TAKE ANOTHER WINTER COVER FROM IN THE SWIM IN THE SWIM should realize this and stand buy their products as they should instead of forcing us, the consumer , to take it or leave it IN THE SWIM should consider all the problems that we have encountered with a faulty product that IN THE SWIM sold us and if this is a MANUFACTURE DEFECT IN THE SWIM SHOULD HANDLE THE PROBLEM WITH THE MANUFACTURE AND STOP SELLING THE PRODUCT TO CONSUMERS LIKE US WHO IN UP WITH PROBLEMS AND ADDED EXPENSE DUE TO IN THE SWIMS GREED All said and done we checked IN THE SWIMS CONSUMER COMPLAINTS and they IN THE SWIM has a poor company to consumer relationship according to FACEBOOK ,TWITTER AND OTHER SITES .We should have checked .What gets us is the statement that IN THE SWIM made that the cover sits on water and chemicals and winter weather Isn't this what a winter pool cover is intended to be used for ? Then why does IN THE SWIM sell winter pool covers knowing this and to advertise a warranty ? We have an idea why,fool the consumer, get their money and run !!!!!!!!!!!!!!!!!!!!!!!!
I have ordered several products from In The Swim and have never had a problem Always fast shipping! A couple years ago I had ordered a solar cover that started to come apart right about the year mark I just had to send them a 2' x 2' piece of my cover and without question, they sent me a new solar cover for free
We ordered a very nice stainless steel stair rail for our swimming pool through *** The rail was provided by In The Swim via a 3rd party system for a good base price ($+ 6%tax), with no charge for shipping We chose this rail from a picture provided to *** from the In The Swim's own catalog (Summer 2016/pag40, Item B #B4-Bend Braced Stainless Steel Rail) We also chose this item based in the picture showing that the rail had deck flanges on both posts in which to attach the rail to the pool deck surface The item we received did NOT have the flanges as were shown in the picture, and there is no mounting equipment enclosed (just raw straight tubing) We contacted In The Swim, and were told that we had ordered and received the wrong item for our needs, but we would have to send it back for a refund at our own expense We then took the rail to be shipped back to a local shipper and the best price we could get would be $for shipping costs, alone Right now, we are feeling that we have been robbed, when we definitely purchased this item with the best intentions in mind We cannot adapt this item safely for use, and are stuck with an expensive piece of tubing Our solution to the issue would be that we would gladly accept a refund if In The Swim would pay the return shipping
Initial Business Response /* (1000, 5, 2015/07/07) */
To Whom It May Concern,
Although we state on our website and catalog that the one-day delivery is not a guaranteed service and we have been able to make next day deliveries for this customer on a past order last SeptemberThis orders
product was not in stock in New Jersey so it shipped from the next closest warehouse which was West ChicagoFed Ex Home Delivery runs Tuesday - SaturdaySo the delivery was made the next Home Delivery date of Tuesday
While we try our best, unexpected demand can cause our products to be out of stock at certain warehouses, which is why we still shipped the same day of the order just from a warehouse a little further away
As a courtesy the Consumer may keep the productIt can be used throughout the swim seasonA refund of the $will be issued back to the Consumer's credit card
Thank you for your consideration,
*** ***
Customer Care Manager
In The Swim
XXX-XXX-XXXX x ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Through screen shots of the web site at the time I requested an update on the product delivery, I can demonstrate that there was no statement indicating that the service was or was not guaranteed, as indicated in the business responseRegardless, the return of cost is appreciated and is suitable for closing this incidentThank you
To Whom It May Concern,
The customer purchased a pump from In The Swim on 05/25/This was shipped on the same day via *** tracking number ***
The customer contacted us on 08/18/far past our day return windowThey let us know the unit was leakingWe
troubleshot the unit and deemed it defectiveWe informed the customer that since it was outside out return policy time frame they could send the entire unit back for warrantyOnce it arrived a reshipment would be sent.
The customer contacted again on 08/18/upset with this solutionWe informed the customer that if they didn't want to send back the entire unit for replacement they could send back the defective part and we could also replace that under the warranty The customer did not want to pay to send the unit back as prices would be so highWe also offered the customer a consolidated return label so they could send it back at our lower ratesWe did not hear from the customer again regarding thisWe will as a courtesy reship a new unit todayWe will also send a pre paid return label to have the old unit picked up and brought back to usThe reshipment will be processed todayThe label will come standard mail
Thank you,*** ***
Customer Care Supervisor
In The Swim
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
"background: white;">Friday, 08/26/2016 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 [redacted]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
After many years of buying the cheaper solar blankets that last around 3 years I decided to upgrade and buy a better made more expensive 8 year one. To my surprise it did not last a year and a half. In the Swim replaced it 100% The replace one didn't even make it a year. I called to complain and told them I'm don't want the better made ones that cost more anymore I'm going back to the ones that were made cheap, they last longer. I was told they are getting a lot of complaints on the one I bought. They said they would give me $60.00 credit on one that is of lesser quality. Well those are now more expensive than the ones that are suppose to be made better! I have been buying my covers from them for many many years and their customer services used to be great. I'm sad to say it's not any more. I will never buy from them again.
Initial Business Response /* (1000, 5, 2014/08/11) */
To Whom It May Concern,
The Customer purchased the Filter System from In The Swim on 06/30/2014. This was shippd via FedEx ground tracking number 121715370584518 on the same day. This was delivered on Tues 7/01/2014 2:57 pm, and left...
at the front door.
The customer contacted us on 07/24/2014 stating that there was an issue the the pump. The 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 us. Once that unit was at our location a reshipment would be made. The customer was not satisfied with this outcome.
We have processed a reshipment for a pump today. The customer may send back the defective pump with the label origionally issued. Once 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution as long as In The Swim picks up the Heater and refunds the money that was takin out of my credit card and stops any more payments to be takin out of my credit cardThank you,
*** ***
To Whom It May Concern,
The customer purchased the *** Winter Cover from In The Swim on 09/19/This was shipped on 09/20/via *** tracking number ***The customer contacted us on 10/02/saying they were missing screwsWe let the customer know we could
expedite them and have them sent from the manufacturer but if he couldn't wait and wanted to get them from a local hardware store we could reimburse him.The customer was not happy with either option and hung up on our representative.
We can reship and entire new cover to the customer and pick up the old oneCurrently we are unable to ship the screws from here because they are not in stockI will note the account and if the customer wishes to obtain a new cover we can send that out and pick up the old one, or pick up the old one for a refund when received
Thank You,*** ***
Customer Care Supervisor
In The Swim
To Whom It May Concern,
The customer purchased a year A/G 21X41/Oval Winter Cover from In The Swim on 09/15/This was shipped on the same day via FedEx tracking number ***This was delivered on Thu 9/17/1:pm and was left at the front doorThe
customer contacted us on 10/12/stating that the cover was splittingWe issued a return slip to have the defective area picked up and returned to usA replacement cover was shipped out via FedEx tracking number *** on 10/12/This was delivered on Wed 10/14/1:pm and was left at the front door. The customer contacted us again on 10/19/stating that the new cover was having the same issues as the previous cover We issued a pre paid label again and reshipped an upgraded cover on 10/19/via FedEx tracking ***This was delivered on Wed 10/21/2:pmWe have not heard from the customer again about any issuesWe have yet to received either of the other covers backThank you,
JoAnne ***
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2015/10/21) */
Consumer originally placed order with In The Swim for a winter cover back on 09/17/Contacted us 09/22/letting us know cover was originally too small and Cable that is included with the cover was also too smallConsumer did email
us pictures and we had verified cover was too smallWe had contacted our consumer back and left a voicemail explaining our procedure of sending in a 6'x6' section and a pre-paid label would be provided
On 10/08/consumer reached us again explaining she is not satisfied with the resolution, she was informed of our options which were customer could pre pay for a cover so we can have one shipped while we waited to receive her 6'x6' section due to our warranty policyShe was not interested in doing so
In The Swim will be shipping a new cover for the inconvenience, we also will still be providing a pre-paid label that would be expected via-email and Mail for our customer to send in her 6'x6' section
Thank you for your consideration,
Leo ***
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Prepaid shipping labels are only good for a few daysI cannot remove the cover until June because the pool is winterizedIf the label is being sent mid June that will be fineOtherwise I am still stuck in the same situation
Final Business Response /* (4000, 9, 2015/10/29) */
To Whom It May Concern,
The section will not be requiredWe have already shipped out a new cover to the customerThe tracking number is This was delivered on 10/The customer chan choose to swap them out, or wait
Thank y***
Customer Care Supervisor
In The Swim
I bought a spa for outside and they never said you can not use it below degreesWhen I tried to send it back they refused to pay for shipping$I asked to speak to a supervisor and the girl was rude and hung up on meVery nasty people!
Initial Business Response /* (1000, 8, 2015/05/18) */
To Whom It May Concern,
The customer purchased the *** *** Cover Pump from In The Swim on 02/20/This was shipped via *** tracking number XXXXXXXXXXXXXXX on the same dayThis was delivered on 02/24/at 12:58PM and
left at the front door
The Customer contacted us directly via phone on 04/20/regarding the item not workingThey were advised to contact the manufacturer to troubleshoot and for warrantyThis was an error as we process the warranty once the day return policy is upThey can still talk to their technical team to discuss the issue however
The Customer did a return request through *** on 04/21/This was denied due to the time that had lapsedThis was now in a warranty stateWe did not block the customer on *** Once a return request is replied to eBay does not allow another one to be opened
The customer then did a claim with eBay explaining the issue furtherThis was on 04/28/We replied to the customer informing him that this was covered under the warranty and to give us a call so that we may assist with the warranty processWe have had no further contact from the customer regarding this shipment
This is still covered under warrantyThe customer may contact us to process this
Thank you for your consideration,
*** ***
*** *** ***
In The Swim
Initial Consumer Rebuttal /* (2000, 10, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If they are going to honor the warranty I have no problem accepting this responseHowever, they are not telling the truth as to how this was handled at no time was I informed to call them back that they would honor the warrantyI did speak with the manufacturer troubleshoot dept and they were able to assist with getting the item working again
Initial Business Response /* (1000, 7, 2015/07/14) */
To Whom It May Concern,
In The Swim was able to change this order to dropship directly from the mfgr as opposed to waiting for our fall stock of winter covers to be delivered
The order shipped on Fed Ex tracking # XXXXXXXXXXXX
The cover was delivered on 7-10-at 11:18amET
Thank you for your consideration in this matter,
*** ***
Customer Care Manager
In The Swim
XXX-XXX-XXXX x ***
Initial Consumer Rebuttal /* (2000, 9, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept because they finally sent me the pool coverThis, of course, was due to your intervention without which, I fear that I would still be waiting
Purchased an "Ultra Clear" solar cover for I ground pool this Spring (2016) before season startedWhen I finally opened the pool and opened the box for solar cover, a grey/silver cover was in boxI looked on company website and the pictures of their "clear" solar covers changed from when I purchased at end March - now showing what I receivedThis is NOT an Ultra Clear solar cover - I've had numerous others and never did they have color to,themIn The Swim bait and switched me and others who are complaining on their siteNow they will not allow me to return since past daysWill NEVER do business with this company again and I recommend no one else does!!
Initial Business Response /* (1000, 5, 2014/08/07) */
To Whom It May Concern,
The Customer purchased a 16MIL 24' Round Solar Blanket from In The Swim on 06/16/This item was shipped on 06/18/via FedEx tracking number
This item came with a year limited
warrantyThe First two years are full coverageThe remaining years are proratedPlease see a copy of the warranty that comes with the item attached
The customer contacted us on 07/28/where we informed them to send in a 2ft by 2ft section of the defective area on the solar blanketOnce the section was received in our warehouse a store credit for the prorated amount for the third year would be issued to their account
We have had no further contact from the customer regarding this orderIn the Swim is willing to honor the warranty in the third year from date of purchases at the percentage shown on the paperwork that came with the item and that is attached
Thank You for your consideration,
*** ***
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 7, 2015/10/12) */
To whom it may concern,
Customer was accidentally double refunded for their shipping costThis is why an invoice was sent for it to be paidHowever at the customers request we have since refunded them the $for the second
shipping paymentThis was issued on 09/11/
Thank you,
Leo ***
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2015/10/05) */
To Whom It May Concern,
The customer had ordered a custom In Ground Liner and signed off on the measurementsThere was an error in the measurmentsThis issue has been addressed after many conversations
The customer then
purchased parts from In The Swim on 7/27/This was shipped on 7/from the manufacturer directly via FedEx tracking number XXXXXXXXXXXXXXXThis was delivered on Wed 7/29/12:pmThe customer contacted us on 7/asking to cancelWe informed the customer that we can attempt to cancel with the vendor but could not guarantee this due to it shipping from themWe did not hear from the customer again until 09/21/The customer contacted us to ask for return informationThis was now outside of our day return policy
We contacted the customer back on 10/leaving a voicemail letting them know that we would allow the return as a courtesy within weeks with the standard restocking feeWe have not heard back from this customerThis offer still stands
Thank you,
*** ***
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2014/08/28) */
Contact Name and Title: *** *** / Manager
Contact Phone: XXX-XXX-XXXX x
To Whom It May Concern,
Per the warranty agreement on the Year Prorated Winter Cover warranty a sample of the defective area is required under
warranty replacementIn an exception was made and the Consumer was given a free down graded coverWithout the section from the original defective cover we were unable to be compensated from the mfgrfor the defective cover replacement
In The Swim will ship a replacement courtesy cover with no further warranty to resolve this situationIn future purchases of products the consumer must take responsibility for providing the required information per the warranty agreement
Thank you for your consideration,
*** ***
Call Center Resources Manager
In The Swim
Initial Business Response /* (1000, 5, 2014/08/21) */
To Whom It May Concern,
The Customer purchased an 18Xwinter cover from In The Swim on 09/15/This was shipped the same dayThis item number at the time came with a year prorated warrantyThis meaning that if there was any
manufacturing defects in the cover during that time frame there would be a warranty on the coverThe first three years are fully covered; the remaining years are prorated from the original date of purchase, as stated on the warranty provided with the original order
On September 1st 2010, the warranty for this item number changedThis was changed to a year prorated warranty for any over purchased on, or after that date
The customer sent in the required section of the winter cover on 06/08/due to a defect in the coverA replacement cover was then sent to the customer free of charge on 06/08/This cover was now being sold as a year warrantied cover which is why the invoice changedHowever the cover the customer bought was still the year as it was paid for before September 1,
The customer contacted us again on 07/stating that the free replacement cover was splitting againWe advised the customer that this was still under warranty but in the prorated yearsThe customer felt that this year cover should be replaced as they received it in We then explained that this cover was under warranty from the original purchase date as stated on both the year and year warranty paper workPlease see attached file
The customer is in the 5th year from 09/15/The credit under the year proration is 50%, the coverage for the year is only 40%The section was received on 08/01/and the 50% prorated store credit was issued
Please see attached copies of the original order, replacement order, prorated credit and both warranties
To assist the customer In the Swim is willing to send a replacement cover to the customer free of charge; however this cover will have no further warrantyIf the customer wishes to proceed they may contact us to send this new cover out with no warranty
Thank you for your consideration,
*** ***
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (3000, 7, 2014/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why would we want another winter cover to put on our pool ? The thing that matters is the fact that as a pool owner for over years we know what it takes to close a pool and the reliability of a sound winter cover is very ,very important We have not mentioned the fact that the extra expense of chemicals and labor that go into closing a pool for the winter What is the sense of vacuuming and cleaning and adding the chemicals for closing the pool only to see those efforts go in fain not once but twice We have photos of the winter cover when it came apart in the winter and allowed all the trash and dirty water to enter our cleaned pool .When this happened we knew that come spring we were going to have to clean it all over again .That is the reason we as pool owners rely on a good winter pool cover .These winter pool covers that IN THE SWIM sells are of no goodWe can not rely on them as we have stated we have tried only to see our time and money go to waste .So WHY would we want another winter cover that we know is not going to protect our pool ?? We can understand that sometimes an item like a winter pool cover comes out defective thus the year full replacement warranty but not twice But when the company that sells that item does not cover the item or they IN THE SWIM can just quit selling the faulty item instead of replacing the faulty item ,winter cover ,with another faulty item ,winter cover, and offer to send us another faulty winter cover with no warranty this does not make sense to us knowing that the winter cover is going to do the same thing ,come apart and destroy our pool We still have to go buy another winter pool cover so doesn't it make sense to buy another winter pool cover that has a good warranty instead of excepting a replacement winter cover from IN THE SWIM with NO WARRANTY ? This is a bad move on us we need a good winter cover which IN THE SWIM does not have Like we said we have owned a pool for over years and we know what it takes to operate and maintain one .That's the reason we rely on a good winter pool cover which we have not received .Ask any pool owner and they will tell you that a good winter pool cover is very ,very important to the life of the pool .GOOD COVER,MEANS A CLEAN SPRING POOL ! We would take our refund and purchase another winter pool cover and get a full replacement warranty from that seller instead of another faulty winter cover with no warranty at all that we know is going to fail costing us more money and labor .THAT DOESN'T MAKE SENSE WE DON'T WANT ANOTHER FAULTY COVER WITH NO WARRANTY .THIS SHOWS US THAT IN THE SWIM IS SELLING DEFECTIVE WINTER COVERS AND THEY KNOW IT.WHY DOES IN THE SWIM NOT WANT TO COVER A NEW WINTER POLL COVER THAT THEY WOULD SELL TO ANOTHER POOL OWNER WITH A FULL WARRANTY ???? GO FIGURE
Final Business Response /* (4000, 14, 2014/09/15) */
To Whom It May Concern,
The warranty is made by the manufacturerThis is not made by In The SwimThese covers do experience issues over time as all covers mayThey are sitting on top of chemical filled water and out in the elementsThis is why there is a prorated warranty to help with some of those issues
As previously stated the customer is outside of the manufactures full coverage on the warranty and into the prorated stateThis is all shown on the attachments that were previously sent and included in the customers packageIn The Swim was willing to take a loss and send a replacement cover free of charge with no warranty
In The Swim is still willing to honor this offer if they would like a free replacement outside of the warrantied time frame
Thank you for your consideration,
*** ***
Customer Care Supervisor
In The Swim
Final Consumer Response /* (4200, 16, 2014/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just read IN THE SWIMS recent reply and I am not surprised Now IN THE SWIM blames the manufacture for the warranty issue .We bought the winter in ground cover from IN THE SWIM not the manufacture of the cover .We bought the winter cover from IN THE SWIMS sale book that states the info of the cover and nowhere does it state that the winter cover is warranty by the manufacture We are not talking about a year old winter cover we are talking about a BRAND NEW OUT OF THE BOX COVER ,that was like the first BRAND NEW OUT OF THE BOX COVER with a year ,year free replacement cover that did not last Now they IN THE SWIM wants to send us another BRAND NEW IN THE BOX COVER WITH NO WARRANTY that supposedly is sold BRAND NEW with a warranty TO CONSUMERS FROM IN THE SWIM !!!!! We are the consumers IN THE SWIM are the sellers they IN THE SWIM buy the product and resale the product to us the consumer and they IN THE SWIM are responsibly for any issues and warranty's that result and the seller deals with the manufacture of the product not the consumer .IN THE SWIM refuses to see this We WILL NOT TAKE ANOTHER WINTER COVER FROM IN THE SWIM IN THE SWIM should realize this and stand buy their products as they should instead of forcing us, the consumer , to take it or leave it IN THE SWIM should consider all the problems that we have encountered with a faulty product that IN THE SWIM sold us and if this is a MANUFACTURE DEFECT IN THE SWIM SHOULD HANDLE THE PROBLEM WITH THE MANUFACTURE AND STOP SELLING THE PRODUCT TO CONSUMERS LIKE US WHO IN UP WITH PROBLEMS AND ADDED EXPENSE DUE TO IN THE SWIMS GREED All said and done we checked IN THE SWIMS CONSUMER COMPLAINTS and they IN THE SWIM has a poor company to consumer relationship according to FACEBOOK ,TWITTER AND OTHER SITES .We should have checked .What gets us is the statement that IN THE SWIM made that the cover sits on water and chemicals and winter weather Isn't this what a winter pool cover is intended to be used for ? Then why does IN THE SWIM sell winter pool covers knowing this and to advertise a warranty ? We have an idea why,fool the consumer, get their money and run !!!!!!!!!!!!!!!!!!!!!!!!
I have ordered several products from In The Swim and have never had a problem Always fast shipping! A couple years ago I had ordered a solar cover that started to come apart right about the year mark I just had to send them a 2' x 2' piece of my cover and without question, they sent me a new solar cover for free
We ordered a very nice stainless steel stair rail for our swimming pool through *** The rail was provided by In The Swim via a 3rd party system for a good base price ($+ 6%tax), with no charge for shipping We chose this rail from a picture provided to *** from the In The Swim's own catalog (Summer 2016/pag40, Item B #B4-Bend Braced Stainless Steel Rail) We also chose this item based in the picture showing that the rail had deck flanges on both posts in which to attach the rail to the pool deck surface The item we received did NOT have the flanges as were shown in the picture, and there is no mounting equipment enclosed (just raw straight tubing) We contacted In The Swim, and were told that we had ordered and received the wrong item for our needs, but we would have to send it back for a refund at our own expense We then took the rail to be shipped back to a local shipper and the best price we could get would be $for shipping costs, alone Right now, we are feeling that we have been robbed, when we definitely purchased this item with the best intentions in mind We cannot adapt this item safely for use, and are stuck with an expensive piece of tubing Our solution to the issue would be that we would gladly accept a refund if In The Swim would pay the return shipping
Initial Business Response /* (1000, 5, 2015/07/07) */
To Whom It May Concern,
Although we state on our website and catalog that the one-day delivery is not a guaranteed service and we have been able to make next day deliveries for this customer on a past order last SeptemberThis orders
product was not in stock in New Jersey so it shipped from the next closest warehouse which was West ChicagoFed Ex Home Delivery runs Tuesday - SaturdaySo the delivery was made the next Home Delivery date of Tuesday
While we try our best, unexpected demand can cause our products to be out of stock at certain warehouses, which is why we still shipped the same day of the order just from a warehouse a little further away
As a courtesy the Consumer may keep the productIt can be used throughout the swim seasonA refund of the $will be issued back to the Consumer's credit card
Thank you for your consideration,
*** ***
Customer Care Manager
In The Swim
XXX-XXX-XXXX x ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Through screen shots of the web site at the time I requested an update on the product delivery, I can demonstrate that there was no statement indicating that the service was or was not guaranteed, as indicated in the business responseRegardless, the return of cost is appreciated and is suitable for closing this incidentThank you
To Whom It May Concern,
The customer purchased a pump from In The Swim on 05/25/This was shipped on the same day via *** tracking number ***
The customer contacted us on 08/18/far past our day return windowThey let us know the unit was leakingWe
troubleshot the unit and deemed it defectiveWe informed the customer that since it was outside out return policy time frame they could send the entire unit back for warrantyOnce it arrived a reshipment would be sent.
The customer contacted again on 08/18/upset with this solutionWe informed the customer that if they didn't want to send back the entire unit for replacement they could send back the defective part and we could also replace that under the warranty The customer did not want to pay to send the unit back as prices would be so highWe also offered the customer a consolidated return label so they could send it back at our lower ratesWe did not hear from the customer again regarding thisWe will as a courtesy reship a new unit todayWe will also send a pre paid return label to have the old unit picked up and brought back to usThe reshipment will be processed todayThe label will come standard mail
Thank you,*** ***
Customer Care Supervisor
In The Swim
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
"background: white;">Friday, 08/26/2016 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 [redacted]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
After many years of buying the cheaper solar blankets that last around 3 years I decided to upgrade and buy a better made more expensive 8 year one. To my surprise it did not last a year and a half. In the Swim replaced it 100% The replace one didn't even make it a year. I called to complain and told them I'm don't want the better made ones that cost more anymore I'm going back to the ones that were made cheap, they last longer. I was told they are getting a lot of complaints on the one I bought. They said they would give me $60.00 credit on one that is of lesser quality. Well those are now more expensive than the ones that are suppose to be made better! I have been buying my covers from them for many many years and their customer services used to be great. I'm sad to say it's not any more. I will never buy from them again.
Initial Business Response /* (1000, 5, 2014/08/11) */
To Whom It May Concern,
The Customer purchased the Filter System from In The Swim on 06/30/2014. This was shippd via FedEx ground tracking number 121715370584518 on the same day. This was delivered on Tues 7/01/2014 2:57 pm, and left...
at the front door.
The customer contacted us on 07/24/2014 stating that there was an issue the the pump. The 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 us. Once that unit was at our location a reshipment would be made. The customer was not satisfied with this outcome.
We have processed a reshipment for a pump today. The customer may send back the defective pump with the label origionally issued. Once 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