To Whom It May Concern,
The customer ordered Chlorine from In The Swim on 06/15/2015. This was shipped on 06/16/2015 via [redacted] tracking number [redacted]. This was delivered on Thursday, 6/18/2015 10:02 am and was left at the front door.
The customer did not contact our...
customer service department until 09/08/2015. He stated that the water was cloudy. Our representative asked the customer for all the water levels. We went over them one by one and each was at a good range, including the Chlorine. This showed that it was working properly. We asked the customer if he had a sand filter and when the last sand change was. The customer informed us that he did have a sand filter and that the sand had not been changed since he bought the filter in 2010. The rep informed the customer that this may be what is causing the cloudy water. The customer then asked to speak with a supervisor.
The supervisor on duty then took the call. He went over all the chemical levels and ranges. They were all in the ideal range. This again showed that our product was working. A dirty filter can cause the water to remain cloudy. Especially after a long period of time. The customer also explained that is [redacted] feeder kept getting clogged. We informed the customer that they would need to call the manufacturer Pentair to troubleshoot the unit. They would be able to tell us exactly what the issue is. If Pentair stated it was the chlorine, we would certainly look into a discount of some sort. This was explained to the customer. We asked the customer to call us back with the techs name after he troubleshot so that we could best assist,
We have not heard from the customer again.
Thank you,
J[redacted]
Customer Care Supervisor
In The Swim
To Whom It May Concern,
The customer ordered two lights from In The Swim on 04/11/2016. They contacted us on 05/11/2016 letting us know one stopped working. It was on the 30th day from date of purchase so we reshipped a new light. The customer did not contact us again until 07/11/2016...
letting us know that one was not working again. This was far outside 30 days so we offered a discount on a new one or the manufacturers phone number.
As a courtesy we have refunded the customer for the entire purchase. This will take a few business days to post. This was done in two credits due to the reshipment. The total credit was the amount for the original 4/11 order.
Thank you,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2014/07/30) */
To Whom It May Concern.
The customer ordered a cleaner from In The Swim on 05/26/2014. This was shipped via FedEx ground tracking number [redacted] on 05/27. This was delivered on Fri 5/30/2014 12:39 pm and left at the front door....
The Customer contacted us on 06/15 stating the unit was not working. They did troubleshooting with our parts team. This item was then deemed defective. Our customer service representative then issued the customer a pre-paid return label and reshipped a new cleaner with tracking number 060116379570944. This was delivered on Thur 6/19/2014 11:59 am and left at the front door. We received the original defective unit back on 07/21/2014.
The customer contacted us again on 07/19 stating that the new unit was not working. On the weekend Our technical support hours are much shorting and they were not available. The customer then asked to speak to a supervisor however with the limited staff over the weekend the supervisor was on the phone and unable to take the call at that moment. However our representative issued a pre-paid label to have the unit picked up without having the customer do troubleshooting, even though this is procedure.
The label was emailed to the customer on 07/21/2014. The item arrived back to our warehouse on 07/24/2014 at 8:59am. The refund was issued back to the customer's payment method the same day
Thank You for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2014/06/20) */
To Whom It May Cocnern,
The customer purcahsed a cover from In The Swim on 06/15/2007. Please find a copy of the warranty, a copy of the original purchase, the free replacment, and a copy of the recent prorated credit issued to the...
customer.
The customer contacted us in 2010 to claim warranty on their 07' purchase. They followed the warranty instructions and sent in a section for replacement.
on 06/17/2010, upon recieving the section of the cover we shipped them a free replacement cover.
On 06/09/2014, we received back a section of this cover. This would put this in the 7th year from the original purcahse date, resulting in a 30% pro rated store credit. Please see attached copy.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (3000, 7, 2014/06/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They stated on 6/9/14 they recieved a back section of pool cover. USPS shows it was delivered on 6/5/14 at 10:13 am (see receipt). and I returned the whole cover as stated on the warranty sheet line #2 and paid $19.52 to ship it back to them (see receipt)not a back section as they stated to you.If they would have sent me a replacement cover that does not become defective after 3 years we would not have this problem. They charge $63.99 for a cover that does not last 3 years.what does the original date of purchase have to do with faulty workmanship of a cover that is less than 3 years old.
Final Business Response /* (4000, 9, 2014/07/03) */
To Whom It May Concern,
As stated the customer origionally purcahsed a cover from In The Swim on 06/15/2007. We provided copies of the origional order, and all other invoices and a copy of the warranty pertaining to this order.
The customer contacted us in 2010 to claim warranty on their 07' purchase. They followed the warranty instructions and sent in a section for replacement.
on 06/17/2010, upon recieving the section of the cover we shipped them a free replacement cover.
On 06/09/2014, we received back a section of this cover. This would put this in the 7th year from the original purcahse date, resulting in a 30% pro rated store credit. Please see attached copy.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 6, 2015/09/09) */
To Whom It May Concern,
The customer contacted us on 8/24/2015 regarding the solar blanket bubbles popping. We informed the customer that according to the manufacturers warranty this is not covered. Bubble damage is caused by over use...
of chemicals. This is not a manufactuere defect. We offered the customer 10% off a new cover. They denied this.
The customer then spoke with a supervisor who explained that this was chemical damage and is not covered under warranty as stated in the warranty paperwork that comes with the product. As a courtesy to try and assist the customer we offered the customer 20% off a new cover. They were not satisfied with this either.
This offer still stands. The customer may contact us for the offer.
Thank you,
JoAnne[redacted]
Customer Care Supervisor
In The Swim
Worst customer service. I ordered gifts a month ago. Today I called to see why they had not arrived. The guy told me that these products were on back-order. They never emailed me that there was a problem. In fact, they never emailed me other than promotional emails. Not even the recipt. The only receipt I had was from PayPal. I am shocked at how poor of a business this is.
Initial Business Response /* (1000, 5, 2015/06/23) */
To Whom It May Concern,
The customer purchased the hoses from In The Swim on 04/30/2015. This was shipped via [redacted] tracking number XXXXXXXXXXXXXXX. This was delivered on 05/02/2015 at 10:14am, and was left at the front door.
The...
customer contacted us on 06/10/2015. They were informed that this was outside of our 30 day return policy.
We have refunded the customer for two of the hoses as a courtesy.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company's response to my complaint is a perfect reason why not to buy over the internet.
Anyone with common sense would know that if you order three identical items that are susposed to last two or three pool seasons and two of the items fail with twenty five days of use that the items were defective and that the one item that did not fail should not be trusted.
This company only refunded me for the two failed items and did so only as a "courtesy". What they failed to mention is that they sold me JUNK. Because it took forty days from purchase to fail they want it to appear that they are doing me a favor by returning some of my purchase price. If they had sold me a properly manufactered items we would not be having this conversation.
Initial Business Response /* (1000, 5, 2015/07/17) */
To Whom It May Concern,
The customer purchased the Intex Pool From In The Swim on 06/19/2015. This was shipped via UPS Freight tracking number XXXXXXXXX on 06/22/2015. The customer signed for the package free and clear of damage. The...
customer called us on 06/27/2015 stating that there was some damage. We informed the customer that because they signed for the shipment they would need to file a claim with the shipper as there is not much we can do. We did not hear back from the customer again regarding this purchase.
The customer A-Z claim stated that the damage was concealed inside the box. We as a courtesy will issue a Bill Of Lading to have the item picked up and returned for a refund. We left a voicemail for the customer to set up the pick up. We are awaiting their reply.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (2000, 7, 2015/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept this response. However, I was the last one to contact them unlike was stated in their response. I have all the emails to prove this. I received a voicemail from them regarding the bill of lading this past weekend and returned the call and provided the information requested on 7/20/2015. The item is supposed to be picked up via UPS on 7/22/2015.
The customer purchased the slide from In The Swim on 06/10/2016. This item was shipped out the same day via [redacted] freight pro # [redacted].
According to [redacted]...
tracking this item was delivered and signed for free and clear of damage on 06/17/2016 at 2:40 pm.
The customer contacted us on 06/18/2016 stating that the slide was damaged. We requested photos of the damaged item. The person on the phone let the customer know the photos would be reviewed by a supervisor and we would see what could be done even though they signed for the item free and clear of damages.
On 06/20/2016, these photos were reviewed and it was determined that we could not issue a damage claim due to the signature however, we would be willing to assist the customer. We requested the serial number from the customer that was on their slide. We then called the manufacturer to obtain part numbers.
On 06/23/2016 we left the customer a voicemail letting them know we were waiting on the manufacturer to get back to us with the information needed to order the parts.
The same day we obtain the item numbers that we could special order. We left the customer a voicemail again letting them know that we obtained the information and that we wouldn't require the broken item back. We asked that the customer please call us back so that we could get this confirmed and sent out.
We have not heard back from the customer regarding this. Once the customer calls us back to confirm the parts we can certainly get them on order to be sent out to the customer from the vendor as a courtesy.
We at In The Swim are trying our best to assist the customer regardless of the signature on the damaged goods delivery. We are willing to get the customer replacement parts and have tried diligently to stay in contact with the customer. We will await their reply.
Thank you,[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2014/07/23) */
To Whom It may concern,
The customer contacted us with all the paperwork and information. The customer signed off on the liner being oval. However due to the confusion In The Swim has offered to remake the liner for the customer. The...
customer has accepted this offer.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 8, 2014/09/03) */
To Whom It May Concern,
The customers reel was on backorder. Part of the reel shipped on 07/14/2014. The remainder of the reel was still on back order. A discount was given to the customer on 08/04 due to the delay. The customer...
requested that part be cancelled on 08/19.
The customer informed the representative of the part number that was wanted and the represetative let the customer know that this was not was ordered. The customer was told that because they ordered the wrong item they would be liable to send the item back.
I contacted customer on 08/21/2014 becuase the customer should not have had to pay to return the item due to the delay. I refunded the customer for the shipping cost they paid, and a refund has been issued for the entire reel when it arrived on 08/21.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2015/05/01) */
To Whom It May Concern,
The customer ordered a solar blanket from In The Swim on 04/22/2015. This was shipped via FedEx tracking number XXXXXXXXXXXXXXX. This was delivered on Thur 4/23/2015 at 9:51 am and was left at the front...
door.
The customer contacted us on 04/23/2014 stating that they ordered the incorrect size. This order was placed online. They were advised that since it was opened, they only needed to send back a 2ft x 2ft section of the cover by any means. A refund was to be issued once it was recieved.
Once the item was returned back a refund was issued back to Paypal for the item. The refund was issued back to the customers PayPal account on 04/28/2014. The customer is responsible for the return shipping on the product they ordered incorrectly.
Thank you for your consideration,
JoAnne [redacted]
In The Swim
Initial Consumer Rebuttal /* (3000, 7, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Initial response to the company was that the item received was damaged in shipping. Item was opened immediately to check for damaged. When inspected, damage was found. I placed solar cover on my pool to attempt use of damaged item. Found item did no fit. Called company to ask for advice on returning damaged item. Was advised to cut a 6 foot by 6 foot piece and return said piece. I returned as advised. Spoke with rep. I was told that the rep would attend to compensate my return shipping cost on new liner when an in store credit was issued. Seller issued a refund through PayPal instead of promised in store credit, in a two stage refund. Customer service initially told me refund was already done, contact PayPal. I contacted PayPal, wad informed no refund issued. Contacted in the swim agent again, was again promised in store credit as refund had not been processed fully. PayPal generated a case which then made in the swim refund original purchase cost. I'm still out the $22 for return cost that should have been a shipping insurance claim.
Final Business Response /* (4000, 9, 2015/05/14) */
To Whom It May Concern,
The customer called and stated he ordered the wrong size on 04/23/2015. He was advised to send in a 6x6 section at his expense instead of the whole wrong cover and we would issue the refund.
The customer made no mention of any damages until after they sent the item back. When the item arrived back at our warehouse there was no damage to the box/item when inspected.
The refund has been issued for the item but the return shipping cost is the customers responsibility.
Thank you,
[redacted]
In The Swim
I ordered the 16 mm solar cover from in the swim. This was the third season using it and it was tearing and bubbles falling off into my pool. I sent an email explaining what was happening and received an immediate response. I was told to send a 2 ft by 2 ft piece of the cover showing the damage. Within 2 days I received an email stating that a new cover was being shipped to me. I have already received the new cover. I am very very satisfied with this company and its customer service. I would highly recommend making purchases as they stand behind their products. Thank you in the swim for your excellent customer service!!
Ordered a 50-foot pool hose that arrived defective. I have been waiting for 1 week now for a return shipping label after 2 separate requests. Customer support manager just told me that I need to wait another 24 hours and then call back. When I asked if there was not a way to address the issue now, I was told "this is how we treat all our customers." Wow. I would not recommend doing business with this company. There are lots of reputable pool supply companies on the internet. And clearly intheswim places more value on a return shipping label than on trying to solve a customer's problems with a defective order.
In The Swim sells products that are covered by a warranty however they do not stand behind the warranties they offer. I purchased a solar pool cover with an eight year warranty that this company wouldn't replace under the warranty. They claim that solar covers deteriorate when exposed to the chemicals in a pool. They are still selling these covers with an eight year warranty.
Initial Business Response /* (1000, 8, 2014/09/09) */
To Whom It May Concern,
The new heater was ordered on 06/04/2014. This was shipped the same day via ABF Freight. The tracking number is XXXXXXXXX. This was delivered and signed for free and clear of damage on 06/16.
The customer...
contacted us regarding the damages. They were informed that not much could be done because they didnt open it and discover the damage until after they signed for the heater. We filed the claim with ABF anyway to see if something could be done.
on 07/02/2014 ABF denied the claim. We sent the letter from ABF to the customer that same day.
The customer contated us again to try and get a replacement. Our representative infomred them that we would get a label out for the damaged product not realizing that this was signed for.
Due to the error by our representative giving the incorrect information we will honor the pick up of the heater. Our label specialist is contacting the customer to scedule a pick up for return.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
The product that I was sold did not meet expectations. The Pool Blaster Catfish Vacuum is useless.For the purchase price $ 80 I would have settled for a credit rather than total loss, but they were not interested. This is not a company that I would recommend or ever use again
Initial Business Response /* (1000, 9, 2015/07/20) */
To Whom It May Concern,
We are showiung that we waived the $10.00 fee and reshipped a new cover to the customer on 07/02 via FedEx tracking number XXXXXXXXXXXXXXX. This was delivered to the customer on Fri 7/03/2015 10:34 am and was...
left at the front door.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 8, 2014/09/09) */
To Whom It May Concern,
The customer purchased from In The Swim on 06/25/2014. The items were shipped the same day via Fedex tracking numbers XXXXXXXXXXXXXXX, XXXXXXXXXXXXXXX, and XXXXXXXXXXXXXXX. All items were delivered.
The...
customer contacted us on 07/02/2014 two times asking for a return label. We informed the customer that we have a 30 day return policy. If you're not satisfied with the product you may send it back within 30 days for a refund. The customer ordered on the web. I have attached a copy of our returns information from the website on page 6.
We have refunded the customer the missing $28.98. for customer satisfaction I have also refunded the $27.49 for the consilidated return label. The $10.99 hadling fee was included in the refund of $28.98 even though this is non refundable as stated on our site. Please see attached invoices for the origional purchase as well as all refund.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2014/06/26) */
To Whom It May Concern,
The customer purchased a heater from In The Swim on 06/09/2014. This item sells very fast and went onto back order once the order was placed.
The customer contacted us on 06/16/2014 regarding the delay. We...
apologize for any error that may have occured and any inconvenience. The customer did not pay for any shipping fees, however we offered a $100.00 refund back to a credit card they provided. This was accepted by the customer and processed on 06/16/2014.
The customers order was one of the first to ship when the stock arrived on 06/19/2014. This was shipped via SAIA Freight Pro# XXXXXXXXXXXX. This was delivered to the customer on 06/24/2014 from the scheduled delivery appointment.
Thank You For Your Consideration,
[redacted]
Customer Care Supervisor
In The Swim
To Whom It May Concern,
The customer ordered Chlorine from In The Swim on 06/15/2015. This was shipped on 06/16/2015 via [redacted] tracking number [redacted]. This was delivered on Thursday, 6/18/2015 10:02 am and was left at the front door.
The customer did not contact our...
customer service department until 09/08/2015. He stated that the water was cloudy. Our representative asked the customer for all the water levels. We went over them one by one and each was at a good range, including the Chlorine. This showed that it was working properly. We asked the customer if he had a sand filter and when the last sand change was. The customer informed us that he did have a sand filter and that the sand had not been changed since he bought the filter in 2010. The rep informed the customer that this may be what is causing the cloudy water. The customer then asked to speak with a supervisor.
The supervisor on duty then took the call. He went over all the chemical levels and ranges. They were all in the ideal range. This again showed that our product was working. A dirty filter can cause the water to remain cloudy. Especially after a long period of time. The customer also explained that is [redacted] feeder kept getting clogged. We informed the customer that they would need to call the manufacturer Pentair to troubleshoot the unit. They would be able to tell us exactly what the issue is. If Pentair stated it was the chlorine, we would certainly look into a discount of some sort. This was explained to the customer. We asked the customer to call us back with the techs name after he troubleshot so that we could best assist,
We have not heard from the customer again.
Thank you,
J[redacted]
Customer Care Supervisor
In The Swim
To Whom It May Concern,
The customer ordered two lights from In The Swim on 04/11/2016. They contacted us on 05/11/2016 letting us know one stopped working. It was on the 30th day from date of purchase so we reshipped a new light. The customer did not contact us again until 07/11/2016...
letting us know that one was not working again. This was far outside 30 days so we offered a discount on a new one or the manufacturers phone number.
As a courtesy we have refunded the customer for the entire purchase. This will take a few business days to post. This was done in two credits due to the reshipment. The total credit was the amount for the original 4/11 order.
Thank you,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2014/07/30) */
To Whom It May Concern.
The customer ordered a cleaner from In The Swim on 05/26/2014. This was shipped via FedEx ground tracking number [redacted] on 05/27. This was delivered on Fri 5/30/2014 12:39 pm and left at the front door....
The Customer contacted us on 06/15 stating the unit was not working. They did troubleshooting with our parts team. This item was then deemed defective. Our customer service representative then issued the customer a pre-paid return label and reshipped a new cleaner with tracking number 060116379570944. This was delivered on Thur 6/19/2014 11:59 am and left at the front door. We received the original defective unit back on 07/21/2014.
The customer contacted us again on 07/19 stating that the new unit was not working. On the weekend Our technical support hours are much shorting and they were not available. The customer then asked to speak to a supervisor however with the limited staff over the weekend the supervisor was on the phone and unable to take the call at that moment. However our representative issued a pre-paid label to have the unit picked up without having the customer do troubleshooting, even though this is procedure.
The label was emailed to the customer on 07/21/2014. The item arrived back to our warehouse on 07/24/2014 at 8:59am. The refund was issued back to the customer's payment method the same day
Thank You for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2014/06/20) */
To Whom It May Cocnern,
The customer purcahsed a cover from In The Swim on 06/15/2007. Please find a copy of the warranty, a copy of the original purchase, the free replacment, and a copy of the recent prorated credit issued to the...
customer.
The customer contacted us in 2010 to claim warranty on their 07' purchase. They followed the warranty instructions and sent in a section for replacement.
on 06/17/2010, upon recieving the section of the cover we shipped them a free replacement cover.
On 06/09/2014, we received back a section of this cover. This would put this in the 7th year from the original purcahse date, resulting in a 30% pro rated store credit. Please see attached copy.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (3000, 7, 2014/06/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They stated on 6/9/14 they recieved a back section of pool cover. USPS shows it was delivered on 6/5/14 at 10:13 am (see receipt). and I returned the whole cover as stated on the warranty sheet line #2 and paid $19.52 to ship it back to them (see receipt)not a back section as they stated to you.If they would have sent me a replacement cover that does not become defective after 3 years we would not have this problem. They charge $63.99 for a cover that does not last 3 years.what does the original date of purchase have to do with faulty workmanship of a cover that is less than 3 years old.
Final Business Response /* (4000, 9, 2014/07/03) */
To Whom It May Concern,
As stated the customer origionally purcahsed a cover from In The Swim on 06/15/2007. We provided copies of the origional order, and all other invoices and a copy of the warranty pertaining to this order.
The customer contacted us in 2010 to claim warranty on their 07' purchase. They followed the warranty instructions and sent in a section for replacement.
on 06/17/2010, upon recieving the section of the cover we shipped them a free replacement cover.
On 06/09/2014, we received back a section of this cover. This would put this in the 7th year from the original purcahse date, resulting in a 30% pro rated store credit. Please see attached copy.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 6, 2015/09/09) */
To Whom It May Concern,
The customer contacted us on 8/24/2015 regarding the solar blanket bubbles popping. We informed the customer that according to the manufacturers warranty this is not covered. Bubble damage is caused by over use...
of chemicals. This is not a manufactuere defect. We offered the customer 10% off a new cover. They denied this.
The customer then spoke with a supervisor who explained that this was chemical damage and is not covered under warranty as stated in the warranty paperwork that comes with the product. As a courtesy to try and assist the customer we offered the customer 20% off a new cover. They were not satisfied with this either.
This offer still stands. The customer may contact us for the offer.
Thank you,
JoAnne[redacted]
Customer Care Supervisor
In The Swim
Worst customer service. I ordered gifts a month ago. Today I called to see why they had not arrived. The guy told me that these products were on back-order. They never emailed me that there was a problem. In fact, they never emailed me other than promotional emails. Not even the recipt. The only receipt I had was from PayPal. I am shocked at how poor of a business this is.
Initial Business Response /* (1000, 5, 2015/06/23) */
To Whom It May Concern,
The customer purchased the hoses from In The Swim on 04/30/2015. This was shipped via [redacted] tracking number XXXXXXXXXXXXXXX. This was delivered on 05/02/2015 at 10:14am, and was left at the front door.
The...
customer contacted us on 06/10/2015. They were informed that this was outside of our 30 day return policy.
We have refunded the customer for two of the hoses as a courtesy.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company's response to my complaint is a perfect reason why not to buy over the internet.
Anyone with common sense would know that if you order three identical items that are susposed to last two or three pool seasons and two of the items fail with twenty five days of use that the items were defective and that the one item that did not fail should not be trusted.
This company only refunded me for the two failed items and did so only as a "courtesy". What they failed to mention is that they sold me JUNK. Because it took forty days from purchase to fail they want it to appear that they are doing me a favor by returning some of my purchase price. If they had sold me a properly manufactered items we would not be having this conversation.
Initial Business Response /* (1000, 5, 2015/07/17) */
To Whom It May Concern,
The customer purchased the Intex Pool From In The Swim on 06/19/2015. This was shipped via UPS Freight tracking number XXXXXXXXX on 06/22/2015. The customer signed for the package free and clear of damage. The...
customer called us on 06/27/2015 stating that there was some damage. We informed the customer that because they signed for the shipment they would need to file a claim with the shipper as there is not much we can do. We did not hear back from the customer again regarding this purchase.
The customer A-Z claim stated that the damage was concealed inside the box. We as a courtesy will issue a Bill Of Lading to have the item picked up and returned for a refund. We left a voicemail for the customer to set up the pick up. We are awaiting their reply.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (2000, 7, 2015/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept this response. However, I was the last one to contact them unlike was stated in their response. I have all the emails to prove this. I received a voicemail from them regarding the bill of lading this past weekend and returned the call and provided the information requested on 7/20/2015. The item is supposed to be picked up via UPS on 7/22/2015.
To Whom It May Concern,
The customer purchased the slide from In The Swim on 06/10/2016. This item was shipped out the same day via [redacted] freight pro # [redacted].
According to [redacted]...
tracking this item was delivered and signed for free and clear of damage on 06/17/2016 at 2:40 pm.
The customer contacted us on 06/18/2016 stating that the slide was damaged. We requested photos of the damaged item. The person on the phone let the customer know the photos would be reviewed by a supervisor and we would see what could be done even though they signed for the item free and clear of damages.
On 06/20/2016, these photos were reviewed and it was determined that we could not issue a damage claim due to the signature however, we would be willing to assist the customer. We requested the serial number from the customer that was on their slide. We then called the manufacturer to obtain part numbers.
On 06/23/2016 we left the customer a voicemail letting them know we were waiting on the manufacturer to get back to us with the information needed to order the parts.
The same day we obtain the item numbers that we could special order. We left the customer a voicemail again letting them know that we obtained the information and that we wouldn't require the broken item back. We asked that the customer please call us back so that we could get this confirmed and sent out.
We have not heard back from the customer regarding this. Once the customer calls us back to confirm the parts we can certainly get them on order to be sent out to the customer from the vendor as a courtesy.
We at In The Swim are trying our best to assist the customer regardless of the signature on the damaged goods delivery. We are willing to get the customer replacement parts and have tried diligently to stay in contact with the customer. We will await their reply.
Thank you,[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2014/07/23) */
To Whom It may concern,
The customer contacted us with all the paperwork and information. The customer signed off on the liner being oval. However due to the confusion In The Swim has offered to remake the liner for the customer. The...
customer has accepted this offer.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 8, 2014/09/03) */
To Whom It May Concern,
The customers reel was on backorder. Part of the reel shipped on 07/14/2014. The remainder of the reel was still on back order. A discount was given to the customer on 08/04 due to the delay. The customer...
requested that part be cancelled on 08/19.
The customer informed the representative of the part number that was wanted and the represetative let the customer know that this was not was ordered. The customer was told that because they ordered the wrong item they would be liable to send the item back.
I contacted customer on 08/21/2014 becuase the customer should not have had to pay to return the item due to the delay. I refunded the customer for the shipping cost they paid, and a refund has been issued for the entire reel when it arrived on 08/21.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2015/05/01) */
To Whom It May Concern,
The customer ordered a solar blanket from In The Swim on 04/22/2015. This was shipped via FedEx tracking number XXXXXXXXXXXXXXX. This was delivered on Thur 4/23/2015 at 9:51 am and was left at the front...
door.
The customer contacted us on 04/23/2014 stating that they ordered the incorrect size. This order was placed online. They were advised that since it was opened, they only needed to send back a 2ft x 2ft section of the cover by any means. A refund was to be issued once it was recieved.
Once the item was returned back a refund was issued back to Paypal for the item. The refund was issued back to the customers PayPal account on 04/28/2014. The customer is responsible for the return shipping on the product they ordered incorrectly.
Thank you for your consideration,
JoAnne [redacted]
In The Swim
Initial Consumer Rebuttal /* (3000, 7, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Initial response to the company was that the item received was damaged in shipping. Item was opened immediately to check for damaged. When inspected, damage was found. I placed solar cover on my pool to attempt use of damaged item. Found item did no fit. Called company to ask for advice on returning damaged item. Was advised to cut a 6 foot by 6 foot piece and return said piece. I returned as advised. Spoke with rep. I was told that the rep would attend to compensate my return shipping cost on new liner when an in store credit was issued. Seller issued a refund through PayPal instead of promised in store credit, in a two stage refund. Customer service initially told me refund was already done, contact PayPal. I contacted PayPal, wad informed no refund issued. Contacted in the swim agent again, was again promised in store credit as refund had not been processed fully. PayPal generated a case which then made in the swim refund original purchase cost. I'm still out the $22 for return cost that should have been a shipping insurance claim.
Final Business Response /* (4000, 9, 2015/05/14) */
To Whom It May Concern,
The customer called and stated he ordered the wrong size on 04/23/2015. He was advised to send in a 6x6 section at his expense instead of the whole wrong cover and we would issue the refund.
The customer made no mention of any damages until after they sent the item back. When the item arrived back at our warehouse there was no damage to the box/item when inspected.
The refund has been issued for the item but the return shipping cost is the customers responsibility.
Thank you,
[redacted]
In The Swim
I ordered the 16 mm solar cover from in the swim. This was the third season using it and it was tearing and bubbles falling off into my pool. I sent an email explaining what was happening and received an immediate response. I was told to send a 2 ft by 2 ft piece of the cover showing the damage. Within 2 days I received an email stating that a new cover was being shipped to me. I have already received the new cover. I am very very satisfied with this company and its customer service. I would highly recommend making purchases as they stand behind their products. Thank you in the swim for your excellent customer service!!
Ordered a 50-foot pool hose that arrived defective. I have been waiting for 1 week now for a return shipping label after 2 separate requests. Customer support manager just told me that I need to wait another 24 hours and then call back. When I asked if there was not a way to address the issue now, I was told "this is how we treat all our customers." Wow. I would not recommend doing business with this company. There are lots of reputable pool supply companies on the internet. And clearly intheswim places more value on a return shipping label than on trying to solve a customer's problems with a defective order.
In The Swim sells products that are covered by a warranty however they do not stand behind the warranties they offer. I purchased a solar pool cover with an eight year warranty that this company wouldn't replace under the warranty. They claim that solar covers deteriorate when exposed to the chemicals in a pool. They are still selling these covers with an eight year warranty.
Initial Business Response /* (1000, 8, 2014/09/09) */
To Whom It May Concern,
The new heater was ordered on 06/04/2014. This was shipped the same day via ABF Freight. The tracking number is XXXXXXXXX. This was delivered and signed for free and clear of damage on 06/16.
The customer...
contacted us regarding the damages. They were informed that not much could be done because they didnt open it and discover the damage until after they signed for the heater. We filed the claim with ABF anyway to see if something could be done.
on 07/02/2014 ABF denied the claim. We sent the letter from ABF to the customer that same day.
The customer contated us again to try and get a replacement. Our representative infomred them that we would get a label out for the damaged product not realizing that this was signed for.
Due to the error by our representative giving the incorrect information we will honor the pick up of the heater. Our label specialist is contacting the customer to scedule a pick up for return.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
The product that I was sold did not meet expectations. The Pool Blaster Catfish Vacuum is useless.For the purchase price $ 80 I would have settled for a credit rather than total loss, but they were not interested. This is not a company that I would recommend or ever use again
Initial Business Response /* (1000, 9, 2015/07/20) */
To Whom It May Concern,
We are showiung that we waived the $10.00 fee and reshipped a new cover to the customer on 07/02 via FedEx tracking number XXXXXXXXXXXXXXX. This was delivered to the customer on Fri 7/03/2015 10:34 am and was...
left at the front door.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 8, 2014/09/09) */
To Whom It May Concern,
The customer purchased from In The Swim on 06/25/2014. The items were shipped the same day via Fedex tracking numbers XXXXXXXXXXXXXXX, XXXXXXXXXXXXXXX, and XXXXXXXXXXXXXXX. All items were delivered.
The...
customer contacted us on 07/02/2014 two times asking for a return label. We informed the customer that we have a 30 day return policy. If you're not satisfied with the product you may send it back within 30 days for a refund. The customer ordered on the web. I have attached a copy of our returns information from the website on page 6.
We have refunded the customer the missing $28.98. for customer satisfaction I have also refunded the $27.49 for the consilidated return label. The $10.99 hadling fee was included in the refund of $28.98 even though this is non refundable as stated on our site. Please see attached invoices for the origional purchase as well as all refund.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2014/06/26) */
To Whom It May Concern,
The customer purchased a heater from In The Swim on 06/09/2014. This item sells very fast and went onto back order once the order was placed.
The customer contacted us on 06/16/2014 regarding the delay. We...
apologize for any error that may have occured and any inconvenience. The customer did not pay for any shipping fees, however we offered a $100.00 refund back to a credit card they provided. This was accepted by the customer and processed on 06/16/2014.
The customers order was one of the first to ship when the stock arrived on 06/19/2014. This was shipped via SAIA Freight Pro# XXXXXXXXXXXX. This was delivered to the customer on 06/24/2014 from the scheduled delivery appointment.
Thank You For Your Consideration,
[redacted]
Customer Care Supervisor
In The Swim