Initial Business Response /* (1000, 5, 2015/07/20) */
To Whom It May Concern,
We received notifcation in customer service department, which is seperate from accoutning on 07/06/2015 that they received the chairs only. We have emailed the manufacturer who ships these. They are dropship....
This meaning they ship direct to the customer from the manufacturer. We show that the items were delivered and signed for. This is something we are looking into in order to best assist the customer.
Thank you,
JoAnne [redacted]
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not have a resolution and no one calls me back with an answer. I call them all the time to hear a response, but they always say they will look into it and get back to me, but I have never received a call from them yet.
Final Business Response /* (4000, 9, 2015/07/27) */
To Whom It May Concern,
A refund for the tables has been issued back to the customers account. This is in the amount of $239.88.
Thank you,
JoAnne [redacted]
Customer Care Supervisor
In The Swim
I needed to return a sand filter because it was too big for my pool. The purchase price was $324 plus tax. I was told I was fully responsible for the return and that cost thru fedex was $162.00. After many calls to supervisor Serena [redacted] (I would leave multiple messages with no return call) the cost was reduced to $98 but was still much higher than was reasonable. BEWARE!!!!! When doing business with this company, expect TERRIBLE CUSTOMER SERVICE and people answering the phone who appear to have never received training. Also, when I did receive an email with notification that my $98 had been paid, there was a telephone number to call if I had any questions, which I did call. Basically, that number brought me to the worst case of advertising I have ever seen, minutes spent with T mobile, dish TV, [redacted] world resort and numerous other attempts at selling, only to say at the end of the call they said the number had been changed and to contact a new number. AND...that number did the same thing. FRUSTRATING cannot even explain it....I feel there were parts of this experience were a SCAM. Will NEVER use this company again. [redacted] T
I ordered 3 pool items during their summer preview sale. The items were ordered in March 2015. I ordered a thermometer, an automatic pool vacuum & a pool skimmer. The items arrived in a timely manner. When the snow melted & weather turned warm, we opened our pool. This was in June 2015. Not 1 of the items works. The mercury on the thermometer is broken into 3 pieces. In the swim said they can't replace it. The vacuum doesn't work at all. After spending 3 hours trying to get it to work, I called the company. Their response? We should have tried it out when we recieved it. It was WINTER. The customer service rep said even though it was winter, I still should have tried the vac out. Um, I'm sorry, we had 3 feet of snow when the vac was delivered. How was I supposed to try it out? They rep aid nothing can be done, it's my fault for waiting. It was WINTER, how was I supposed to try everything out?
To Whom It May Concern,
The customer purchased a heater from In The Swim on 05/01/2016. The customer put this order on [redacted], which is a payment plan for customers. Their fist and currently only payment was made on 05/02 for $252.36.
The customers order was shipped via [redacted]...
Freight Pro # [redacted]. This was delivered on Thursday, 05/05/2016 at 2:17 P.M. This was signed for by the customer Free and Clear of damages, releasing us from any liability for the damages. The customer then contacted us stating this item was damaged. We informed the customer that they signed for it free and clear of damages. This item should have been refused or marked as damages.
As a courtesy we will contact the customer to issue a BOL to pick up the heater for a refund. Please note that in the future items must be inspected before signing for damaged goods.
Thank you for your time,[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 7, 2014/06/17) */
To Whom It May Cocnern,
The customer purcahsed the cover with the water tubes from In The Swim on 06/01/2014. This was shipped the same day via FedEx tracking numbers 060116378992235, and 060116378980478. The tracking shows the items...
were refused by the customer.
The customer tried to contact us while we were having phone issues and was asked to call back. We did not hear from the customer again. The Customer had emailed prior to this stating the wrong cover was ordered. We provided return information.
The item arrived back in our warehouse from FedEx due to refusal. A refund has been issued back to the customers payment method.
Thank You for your consideration,
[redacted]
Customer Care Supervisor
Initial Business Response /* (1000, 8, 2014/10/13) */
To Whom It May Concern,
The customer placed an order with In The Swim on 09/18. They accidently placed the order twice. They were both shipped on 09/18. The customer tried to refuse the shipment , but Federal Express left the shipment...
on the porch. The customer contacted [redacted] and they retrieved the one package and brought it back to the warehouse that is shipped from. A refund was issued for the customer on 10/05/2014.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (3000, 10, 2014/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Both packages were retrieved by Fed Ex. The refund I received was for less than half of the amount I paid. I will not be satisified until I receive a full refund. The company still owes me $70.09!
Final Business Response /* (4000, 12, 2014/10/23) */
To Whom It May concern,
The refund was issued on 10/06/2014. There appears to have been an internal glitch with the return. We have since processed the remainder back to the customers payment method. This should be available at this time.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 7, 2015/08/27) */
To Whom It MAy Concern,
The customer contacted us on 7/23/2015 stating that the solar blanket was seperating at the seam. We infomred the customer they could send in a 2ft x 2ft section of the solar blanket for warranty. THe customer...
emailed pictures of their cover on 7/30/2015. In the photos the seam was not splitting. The weld size differed but this is not a defect. The manufacturer welds differnt sections together. We informed the customer that they could go ahead and use the cover and if it begins to split to call us and if within a resonable amount of time we would honor the warranty because we were notified. The customer was not happy with this. On 8/05/2015 the customer contacted us again very upset that this seam size difference was not covered. We approved as a courtesy the customer can send in the section for warranty. We were going to reship when rcvd.
The customer said they would send in the seciton. However, on 8/18/2015 we recieved a chargeback issued by the customer for this order. The funds were returned to the customer for this order. We will not be honoring the warranty for the item as the customer has received a full refund.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (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 /* (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 /* (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 /* (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.
To Whom It May Concern,
The customer purchased Sand from In The Swim/[redacted] on 06/12/2016. This was shipped out on 06/13/2016 via [redacted] tracking number [redacted]. This was delivered on 06/16/2016 and 11:20 am. This was left at the front door.
The customer emailed us on the...
evening of 06/12/2016 requesting to cancel this order as they did not want the item any longer. We have 24 hours to reply to the customer. We answer emails in the order that they come in. Our orders ship out very quickly as to maintain our fast delivery rate. The email was responded to within 10 hours and 20 minutes on Monday, June 13th 2016 at 8:29 am.We advised the customer that the order was already in the shipping process as it was already placed on a truck and we were unable to retrieve it. As shown by the tracking the shipment was started with [redacted] at 10:27 am. We let the customer know that they could refuse the shipment by leaving a note. We asked the customer to contact us the next day for the tracking number so that they could mark it on the note.
We also told the customer that they could call [redacted] with that tracking number to refuse it over the phone. The customer emailed us again on 06/16/2016 requesting return information saying they were unable to refuse the order. We provided the customer with the RMA number and all return information. As stated by the return policy "Charges for shipping returned products back to us are your responsibility. We will exchange or refund your purchase, as you request. Please allow 10 business days from the date you return your package for your refund to be credited or your exchange to be completed. "
Initial Business Response /* (1000, 8, 2014/07/14) */
To whom It May Concern,
The customer purchased a liner from In The Swim on 09/17/2013. The issues with the liner per the manufactuere was not covered by warranty when were contacted on 11/04/2013. We did not have contact from the...
customer again regarding this issue until 07/02/2014. At that time we sent the customer a replacement liner.
The new liner was shipped opn 07/02/2014 via FedEx tracking number XXXXXXXXXXXXXXX. This was delivered on Sat 7/05/2014 6:03 pm and left at the front door. We have had no further contact from the customer.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
I bought a slide & it cracked, tried to get replaced within first yr, kept calling company they said I didn't buy slide from them, one day I called they had notes confirming where slide was cracked, they won't give refund cause its been a long time, 1 lady told me if I could email her the emails I received from them with notes in account where I contacted them within first year of warranty they would do refund, I fount emails, now they won't do it, guess they thought I was lying.
One of our representatives called the customer again on 07/06/2016 and spoke with them. They confirmed all part numbers and put them on order to have them shipped from our manufacturer.
Thank you,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2014/04/24) */
To Whom It May Concern,
The Customer purchased a pool from In the Swim on 05/20/2013. The Pool was delivered by 06/05/2013 to the Customer.
On 12/11/2013 the customer contacted and said they believe there is a whole in the...
liner. They were unwilling to send photos at that time of the whole for warranty because they had closed the pool. Due to the leak in the liner over the winter the water leaked out causing the walls to not be stable and collapse.
The customer sent the photos on 04/01/2014 regarding the warranty on their pool as it had collapsed. Our warranty specialist sent the photos to the manufacture who handles the warranty they denied the request because it was due to improper winterization.
We then agreed to sell the customer the replacement parts at cost plus shipping. The customer denied this option. We offered to replace the liner free of charge. The customer then requested the warranty on the winter cover.
We were unable to locate this purchase because the order was placed under a different name. Once located, we provided the replacement information.
We have since agreed to replace the parts free of charge along with the liner and the cover to assist the customer.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (2000, 7, 2014/04/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Even though it took escalating this matter to a public forum for In the Swim to take notice. I believe they have finally taken ownership of the problem and have taken steps to assist.
I want to make it absolutely clear, I never asked In the Swim to replace the whole pool as I assume many would have and only wanted assistance in getting the pool restored to working condition.
They have now decided to honor the warranty on the liner and cover for the pool as well as assisting by replacing some of the components I needed to rebuild the pool.
I would recommend that In The Swim, in the future take the time to review every single complaint a little more carefully, they can be a fantastic company to do business with, if they learn that the client is king.
Initial Business Response /* (1000, 5, 2015/08/11) */
To Whom It May Concern,
The customer purchased a pool from In The Swim on 6/30/2015 via UPS tracking number XXXXXXXXX.
The customer signed for this damaged shipment on 7/7/15 at 2:56pm. Once 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 caps. They expedited them to the customer. On 08/07/2015 the customer contacted us again stating they were the wrong ones and was filing a complaint. We are doing our best to assist the customer even though the signed for the shipment.
On 8/11/2015 we were able to get the actual part number from the customer. We have sent over another expedite request to the vendor. Once we have an update we will contact the customer.
Thank you,
[redacted]
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (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 3 hours while we went through allvtge boxes. If 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 it. In the swim has poor business practices. Their 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 company. They will fight you all the way. I spent $1534
With this company and I still can't put my pool up.
I purchased a solar cover last year. Had an 8 year warranty. I called this year as all the plastic bubbles were floating all over the pool. It was just about one year that I had it. Mind you our pool season in Connecticut is June to September. When I called with this complaint they said they only covered if it delaminates (I think that is the word he used); ie, the seams come apart. They said it was due to our water not being balanced.. Our water is always in perfect balance. He then said it was due to the calcium content. Paying more for a cover that is warrantied for 8 years was what I thought I was getting. A cover for what I paid for it that does not last 2 seasons is unheard of. I asked to speak to a supervisor and the gentleman (was not very gentlemanly) said he was the supervisor and there was nothing he could do. As far as I am concerned their products are of poor quality. I have had covers that have lasted 5 years for $100.00 . I thought if I paid more the quality would be better and the heat retention would be better, not expecting the cover to fall apart. One of the seams is coming apart a little. Would he warranty it for this?That is not my concern. It is the bubble pieces floating all over the water and having to clean the skim basket continuously.
Initial Business Response /* (1000, 5, 2014/08/06) */
To Whom It May Concern,
The customer purcahsed the thermometer from In The Swim on 05/09/2014. This was shipped on 06/03/2014 via FedEx tracking number XXXXXXXXXXXXXXX. According to FedEx tracking this was delivered on Sat 6/07/XXXX...
X:XX pm and left at the front door.
We did not have contact from the customer regarding any issues with the item and it arrived back in our warehouse on 06/18/2014 and a reshipment was made due to a note that arrived with the item.
The reshipment was sent via FedEx tracking number XXXXXXXXXXXXXXX on 06/18/2014.This package was delivered on Tues 6/24/XXXX XX:XX am and left at the front door.
The customer contacted us on 07/05/2014 stating that this item was getting water into it and was defective. we issued a pre paid label for the item. Once the item arrived back a refund would be issued.
The customer called again on 07/10/2014 stating the label didnt work so we re issued another one. The item then arrived back in our warehouse and a refund was issued on 07/23/2014. We also refunded the customer over what he spent with us by refunding the shipping cost that he spent to sent the first unit back. If the customer contacted us regarding this item we would have send a label for that unit as well.
We did not have further contact from the customer regarding any issue with the refund. We have since also refunded the $9.99 handling fee mentioned.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2015/08/10) */
To Whom It May Concern,
The customer contacted us regarding the issues with his paint. We offered a few options that the customer was not satisfied with.
We contacted the manufacturer as they package and ship the paint and primers...
to us. We were able to work something out with them regarding their issue.
The customer was sent pre paid shipping labels to have the un used cans of paint sent back.
The customer has been refunded for 10 gallons of primer and 3 gallons of paint.
Thank you,
[redacted]
Customer Care Supervisor
In The Swim
To Whom It May Concern,
The customer contacted In The Swim regarding the cover issue. In october the customer spoke with our sales rep who contacted [redacted] and stated that the papers that the customer signed off on before the order was processed was what was made.
However, as of today...
05/16/2016 we have spoken with [redacted] at [redacted], they are willing to remake the customers cover. They are going to start this process now and send it to the customer. Once the customer gets the new cover they may contact us at In The Swim and use the new box to send the old cover back. We will set up the pick up at that point.Thank you for your time,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2014/06/20) */
To Whom It May Concern,
The Customer ordered the items over the phone on 06/11/2014. This customer's zip code falls within the estimated two day delivery range. Please see attached page. This shows the zip code in the two day range....
This order was shipped on 06/11/2014 via FedEx tracking numbers XXXXXXXXXXXXXXX, and XXXXXXXXXXXXXXX. These were delivered on Fri 6/13/2014 9:01 am and given to the customer.
This order was delivered to the customer within the 2 day delivery time frame that was estimated.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 8, 2014/07/14) */
To Whom It May Concern,
I have reviewed this customer's account. It had already been marked as "Do Not Mail" and "Do Not Email".
As a catalog company we must give our distributors many months advance notice for mailings and as such...
"Frank Smith or current residents" name already exists on mailers that cannot be stopped if any part of the name or address varies in spelling. However, when In The Swim Sends over our list for the next season, The customer can provide us with all variance of spellings we can have it removed.
Until then, we would advise the customer to discard/recycle our third-class mailed catalog.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2015/07/20) */
To Whom It May Concern,
We received notifcation in customer service department, which is seperate from accoutning on 07/06/2015 that they received the chairs only. We have emailed the manufacturer who ships these. They are dropship....
This meaning they ship direct to the customer from the manufacturer. We show that the items were delivered and signed for. This is something we are looking into in order to best assist the customer.
Thank you,
JoAnne [redacted]
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not have a resolution and no one calls me back with an answer. I call them all the time to hear a response, but they always say they will look into it and get back to me, but I have never received a call from them yet.
Final Business Response /* (4000, 9, 2015/07/27) */
To Whom It May Concern,
A refund for the tables has been issued back to the customers account. This is in the amount of $239.88.
Thank you,
JoAnne [redacted]
Customer Care Supervisor
In The Swim
I needed to return a sand filter because it was too big for my pool. The purchase price was $324 plus tax. I was told I was fully responsible for the return and that cost thru fedex was $162.00. After many calls to supervisor Serena [redacted] (I would leave multiple messages with no return call) the cost was reduced to $98 but was still much higher than was reasonable. BEWARE!!!!! When doing business with this company, expect TERRIBLE CUSTOMER SERVICE and people answering the phone who appear to have never received training. Also, when I did receive an email with notification that my $98 had been paid, there was a telephone number to call if I had any questions, which I did call. Basically, that number brought me to the worst case of advertising I have ever seen, minutes spent with T mobile, dish TV, [redacted] world resort and numerous other attempts at selling, only to say at the end of the call they said the number had been changed and to contact a new number. AND...that number did the same thing. FRUSTRATING cannot even explain it....I feel there were parts of this experience were a SCAM. Will NEVER use this company again. [redacted] T
I ordered 3 pool items during their summer preview sale. The items were ordered in March 2015. I ordered a thermometer, an automatic pool vacuum & a pool skimmer. The items arrived in a timely manner. When the snow melted & weather turned warm, we opened our pool. This was in June 2015. Not 1 of the items works. The mercury on the thermometer is broken into 3 pieces. In the swim said they can't replace it. The vacuum doesn't work at all. After spending 3 hours trying to get it to work, I called the company. Their response? We should have tried it out when we recieved it. It was WINTER. The customer service rep said even though it was winter, I still should have tried the vac out. Um, I'm sorry, we had 3 feet of snow when the vac was delivered. How was I supposed to try it out? They rep aid nothing can be done, it's my fault for waiting. It was WINTER, how was I supposed to try everything out?
To Whom It May Concern,
The customer purchased a heater from In The Swim on 05/01/2016. The customer put this order on [redacted], which is a payment plan for customers. Their fist and currently only payment was made on 05/02 for $252.36.
The customers order was shipped via [redacted]...
Freight Pro # [redacted]. This was delivered on Thursday, 05/05/2016 at 2:17 P.M. This was signed for by the customer Free and Clear of damages, releasing us from any liability for the damages. The customer then contacted us stating this item was damaged. We informed the customer that they signed for it free and clear of damages. This item should have been refused or marked as damages.
As a courtesy we will contact the customer to issue a BOL to pick up the heater for a refund. Please note that in the future items must be inspected before signing for damaged goods.
Thank you for your time,[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 7, 2014/06/17) */
To Whom It May Cocnern,
The customer purcahsed the cover with the water tubes from In The Swim on 06/01/2014. This was shipped the same day via FedEx tracking numbers 060116378992235, and 060116378980478. The tracking shows the items...
were refused by the customer.
The customer tried to contact us while we were having phone issues and was asked to call back. We did not hear from the customer again. The Customer had emailed prior to this stating the wrong cover was ordered. We provided return information.
The item arrived back in our warehouse from FedEx due to refusal. A refund has been issued back to the customers payment method.
Thank You for your consideration,
[redacted]
Customer Care Supervisor
Initial Business Response /* (1000, 8, 2014/10/13) */
To Whom It May Concern,
The customer placed an order with In The Swim on 09/18. They accidently placed the order twice. They were both shipped on 09/18. The customer tried to refuse the shipment , but Federal Express left the shipment...
on the porch. The customer contacted [redacted] and they retrieved the one package and brought it back to the warehouse that is shipped from. A refund was issued for the customer on 10/05/2014.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (3000, 10, 2014/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Both packages were retrieved by Fed Ex. The refund I received was for less than half of the amount I paid. I will not be satisified until I receive a full refund. The company still owes me $70.09!
Final Business Response /* (4000, 12, 2014/10/23) */
To Whom It May concern,
The refund was issued on 10/06/2014. There appears to have been an internal glitch with the return. We have since processed the remainder back to the customers payment method. This should be available at this time.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 7, 2015/08/27) */
To Whom It MAy Concern,
The customer contacted us on 7/23/2015 stating that the solar blanket was seperating at the seam. We infomred the customer they could send in a 2ft x 2ft section of the solar blanket for warranty. THe customer...
emailed pictures of their cover on 7/30/2015. In the photos the seam was not splitting. The weld size differed but this is not a defect. The manufacturer welds differnt sections together. We informed the customer that they could go ahead and use the cover and if it begins to split to call us and if within a resonable amount of time we would honor the warranty because we were notified. The customer was not happy with this. On 8/05/2015 the customer contacted us again very upset that this seam size difference was not covered. We approved as a courtesy the customer can send in the section for warranty. We were going to reship when rcvd.
The customer said they would send in the seciton. However, on 8/18/2015 we recieved a chargeback issued by the customer for this order. The funds were returned to the customer for this order. We will not be honoring the warranty for the item as the customer has received a full refund.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (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 /* (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 /* (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 /* (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.
To Whom It May Concern,
The customer purchased Sand from In The Swim/[redacted] on 06/12/2016. This was shipped out on 06/13/2016 via [redacted] tracking number [redacted]. This was delivered on 06/16/2016 and 11:20 am. This was left at the front door.
The customer emailed us on the...
evening of 06/12/2016 requesting to cancel this order as they did not want the item any longer. We have 24 hours to reply to the customer. We answer emails in the order that they come in. Our orders ship out very quickly as to maintain our fast delivery rate. The email was responded to within 10 hours and 20 minutes on Monday, June 13th 2016 at 8:29 am.We advised the customer that the order was already in the shipping process as it was already placed on a truck and we were unable to retrieve it. As shown by the tracking the shipment was started with [redacted] at 10:27 am. We let the customer know that they could refuse the shipment by leaving a note. We asked the customer to contact us the next day for the tracking number so that they could mark it on the note.
We also told the customer that they could call [redacted] with that tracking number to refuse it over the phone. The customer emailed us again on 06/16/2016 requesting return information saying they were unable to refuse the order. We provided the customer with the RMA number and all return information. As stated by the return policy "Charges for shipping returned products back to us are your responsibility. We will exchange or refund your purchase, as you request. Please allow 10 business days from the date you return your package for your refund to be credited or your exchange to be completed. "
Initial Business Response /* (1000, 8, 2014/07/14) */
To whom It May Concern,
The customer purchased a liner from In The Swim on 09/17/2013. The issues with the liner per the manufactuere was not covered by warranty when were contacted on 11/04/2013. We did not have contact from the...
customer again regarding this issue until 07/02/2014. At that time we sent the customer a replacement liner.
The new liner was shipped opn 07/02/2014 via FedEx tracking number XXXXXXXXXXXXXXX. This was delivered on Sat 7/05/2014 6:03 pm and left at the front door. We have had no further contact from the customer.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
I bought a slide & it cracked, tried to get replaced within first yr, kept calling company they said I didn't buy slide from them, one day I called they had notes confirming where slide was cracked, they won't give refund cause its been a long time, 1 lady told me if I could email her the emails I received from them with notes in account where I contacted them within first year of warranty they would do refund, I fount emails, now they won't do it, guess they thought I was lying.
To Whom It May Concern,
One of our representatives called the customer again on 07/06/2016 and spoke with them. They confirmed all part numbers and put them on order to have them shipped from our manufacturer.
Thank you,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2014/04/24) */
To Whom It May Concern,
The Customer purchased a pool from In the Swim on 05/20/2013. The Pool was delivered by 06/05/2013 to the Customer.
On 12/11/2013 the customer contacted and said they believe there is a whole in the...
liner. They were unwilling to send photos at that time of the whole for warranty because they had closed the pool. Due to the leak in the liner over the winter the water leaked out causing the walls to not be stable and collapse.
The customer sent the photos on 04/01/2014 regarding the warranty on their pool as it had collapsed. Our warranty specialist sent the photos to the manufacture who handles the warranty they denied the request because it was due to improper winterization.
We then agreed to sell the customer the replacement parts at cost plus shipping. The customer denied this option. We offered to replace the liner free of charge. The customer then requested the warranty on the winter cover.
We were unable to locate this purchase because the order was placed under a different name. Once located, we provided the replacement information.
We have since agreed to replace the parts free of charge along with the liner and the cover to assist the customer.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (2000, 7, 2014/04/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Even though it took escalating this matter to a public forum for In the Swim to take notice. I believe they have finally taken ownership of the problem and have taken steps to assist.
I want to make it absolutely clear, I never asked In the Swim to replace the whole pool as I assume many would have and only wanted assistance in getting the pool restored to working condition.
They have now decided to honor the warranty on the liner and cover for the pool as well as assisting by replacing some of the components I needed to rebuild the pool.
I would recommend that In The Swim, in the future take the time to review every single complaint a little more carefully, they can be a fantastic company to do business with, if they learn that the client is king.
Initial Business Response /* (1000, 5, 2015/08/11) */
To Whom It May Concern,
The customer purchased a pool from In The Swim on 6/30/2015 via UPS tracking number XXXXXXXXX.
The customer signed for this damaged shipment on 7/7/15 at 2:56pm. Once 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 caps. They expedited them to the customer. On 08/07/2015 the customer contacted us again stating they were the wrong ones and was filing a complaint. We are doing our best to assist the customer even though the signed for the shipment.
On 8/11/2015 we were able to get the actual part number from the customer. We have sent over another expedite request to the vendor. Once we have an update we will contact the customer.
Thank you,
[redacted]
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (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 3 hours while we went through allvtge boxes. If 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 it. In the swim has poor business practices. Their 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 company. They will fight you all the way. I spent $1534
With this company and I still can't put my pool up.
I purchased a solar cover last year. Had an 8 year warranty. I called this year as all the plastic bubbles were floating all over the pool. It was just about one year that I had it. Mind you our pool season in Connecticut is June to September. When I called with this complaint they said they only covered if it delaminates (I think that is the word he used); ie, the seams come apart. They said it was due to our water not being balanced.. Our water is always in perfect balance. He then said it was due to the calcium content. Paying more for a cover that is warrantied for 8 years was what I thought I was getting. A cover for what I paid for it that does not last 2 seasons is unheard of. I asked to speak to a supervisor and the gentleman (was not very gentlemanly) said he was the supervisor and there was nothing he could do. As far as I am concerned their products are of poor quality. I have had covers that have lasted 5 years for $100.00 . I thought if I paid more the quality would be better and the heat retention would be better, not expecting the cover to fall apart. One of the seams is coming apart a little. Would he warranty it for this?That is not my concern. It is the bubble pieces floating all over the water and having to clean the skim basket continuously.
Initial Business Response /* (1000, 5, 2014/08/06) */
To Whom It May Concern,
The customer purcahsed the thermometer from In The Swim on 05/09/2014. This was shipped on 06/03/2014 via FedEx tracking number XXXXXXXXXXXXXXX. According to FedEx tracking this was delivered on Sat 6/07/XXXX...
X:XX pm and left at the front door.
We did not have contact from the customer regarding any issues with the item and it arrived back in our warehouse on 06/18/2014 and a reshipment was made due to a note that arrived with the item.
The reshipment was sent via FedEx tracking number XXXXXXXXXXXXXXX on 06/18/2014.This package was delivered on Tues 6/24/XXXX XX:XX am and left at the front door.
The customer contacted us on 07/05/2014 stating that this item was getting water into it and was defective. we issued a pre paid label for the item. Once the item arrived back a refund would be issued.
The customer called again on 07/10/2014 stating the label didnt work so we re issued another one. The item then arrived back in our warehouse and a refund was issued on 07/23/2014. We also refunded the customer over what he spent with us by refunding the shipping cost that he spent to sent the first unit back. If the customer contacted us regarding this item we would have send a label for that unit as well.
We did not have further contact from the customer regarding any issue with the refund. We have since also refunded the $9.99 handling fee mentioned.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2015/08/10) */
To Whom It May Concern,
The customer contacted us regarding the issues with his paint. We offered a few options that the customer was not satisfied with.
We contacted the manufacturer as they package and ship the paint and primers...
to us. We were able to work something out with them regarding their issue.
The customer was sent pre paid shipping labels to have the un used cans of paint sent back.
The customer has been refunded for 10 gallons of primer and 3 gallons of paint.
Thank you,
[redacted]
Customer Care Supervisor
In The Swim
To Whom It May Concern,
The customer contacted In The Swim regarding the cover issue. In october the customer spoke with our sales rep who contacted [redacted] and stated that the papers that the customer signed off on before the order was processed was what was made.
However, as of today...
05/16/2016 we have spoken with [redacted] at [redacted], they are willing to remake the customers cover. They are going to start this process now and send it to the customer. Once the customer gets the new cover they may contact us at In The Swim and use the new box to send the old cover back. We will set up the pick up at that point.Thank you for your time,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2014/06/20) */
To Whom It May Concern,
The Customer ordered the items over the phone on 06/11/2014. This customer's zip code falls within the estimated two day delivery range. Please see attached page. This shows the zip code in the two day range....
This order was shipped on 06/11/2014 via FedEx tracking numbers XXXXXXXXXXXXXXX, and XXXXXXXXXXXXXXX. These were delivered on Fri 6/13/2014 9:01 am and given to the customer.
This order was delivered to the customer within the 2 day delivery time frame that was estimated.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 8, 2014/07/14) */
To Whom It May Concern,
I have reviewed this customer's account. It had already been marked as "Do Not Mail" and "Do Not Email".
As a catalog company we must give our distributors many months advance notice for mailings and as such...
"Frank Smith or current residents" name already exists on mailers that cannot be stopped if any part of the name or address varies in spelling. However, when In The Swim Sends over our list for the next season, The customer can provide us with all variance of spellings we can have it removed.
Until then, we would advise the customer to discard/recycle our third-class mailed catalog.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim