To Whom It May Concern, The customer purchased the Liner Step Kit on 05/23/2016. This was shipped the same day via [redacted] tracking...
number [redacted]. According to [redacted] this was delivered on Thu 5/26/2016 2:29 pm and was given to the customer. The customer contacted us on 06/16/2016 letting us know they had not gotten any gaskets with their item. We sent a request as required by the manufacturer to have them send out the missing parts. They package their items and we do not obtain stock of the parts that are inside the box separately. The request was sent over to the manufacturer on Thursday after business hours. They would have obtained it on Friday. The customer contacted us on the following Monday 06/20/2016 asking why they did not have the item yet. We sent a follow up asking if they had an update yet. While awaiting the reply of the vendor the customer contacted us again on 06/22/2016 saying they no longer wanted to wait for the item to be shipped from the manufacturer. They wanted to return the entire kit. We offered to send a pre-paid return
label. Once the item is brought back to our warehouse a refund will be issued. Thank you, [redacted] Customer Care Supervisor In The Swim
Initial Business Response /* (1000, 5, 2015/06/25) */
To Whom It May Concern,
The customer purchased a cover from In The Swim on 04/20/2015. This was shipped the same day via FedEx tracking number XXXXXXXXXXXXXXX. This was delivered on 04/22/2015 at 4:52pm and was handed to the customer....
The customer contacted us on 05/04/2015 stating that it didn't fit his pool properly. We then issued a pre-paid return label to have a section of the cover sent back. The customer said they wanted to choose a different cover and to issue the refund as an in house credit. They were then going to use that credit towards the purchase of an alternative cover. We received the cover back on 05/20/2015 and the store credit was issued.
The Customer called back again on 06/15/2015 wondering where the credit was, they were upset that the credit was not a refund. We then changed the refund to go back to the customers [redacted]
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
We are very sorry that we were unable to satisfy the customer sooner. Since they have purchased a new pump from another company we will issue another pre paid return label to have both units picked up for a refund. Once they arrive back the refund will be processed.
We have also mailed a $50.00 pool buck to the customer that is valid for one year on any purchase. We apologize for the delay and any inconvenience.
Thank you,
[redacted]
Customer Care Supervisor
In The Swim
To Whom It May Concern,
The customer purchased a winter cover from In The Swim on 09/07/2016. This was shipped on 09/08/2016 via [redacted] tracking number [redacted].
The customer contacted us on 09/23/2016 saying the cover was too small. We offered a pre paid return label for a...
section to be picked up for refund or replacement. We let the customer know we could either do this now or in the spring if they wanted to leave it on.On 09/28/2016 the customer emailed us back letting us know they would send this back for a replacement. We sent the pre paid label and did not hear from the customer again.
We have issued a refund in the amount of $71.97 the amount the customer paid. Please see the attached order copy. There is also a copy of the refund provided. This was done as a one time courtesy as the customer never sent back the section.
Thank You,[redacted]
Customer Care Supervisor
In The Swim
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
With an additional amendment, I would like to receive compensation for the out of pocket money that I spent to have the new cover set up and install. Even though they was unable
to finish the installation they still had to be paid. So that's why I would like to be compensated in some sort of way.
Sincerely
[redacted]
I purchased a pool filter from "In The Swim" and it was 5 weeks before I had a chance to hook it up. I then discovered that it would not fit in the space it needs to be. I contacted ITS asking to exchange it for a different model. I was informed it was a week past the 30 days and they would charge me a 20% restocking fee. Granted this is the stated policy but give me a break. I was not asking to just return it but to exchange and the are still going to charge me $65.00? Needless to say I will choose a different retailer, one more willing to make their customers happy for the purchase of the new filter and in future purchases.
To Whom It May Concern,
The customer purchased Chlorine from In The Swim on 11/29/2015. This was shipped on 11/30/2015 via [redacted] tracking number [redacted].
The customer contacted us almost 7 months later saying the tabs were dissolving very slow. We informed the customer that...
this item was non returnable as it was outside of our return policy and that the way you store the chemical can affect how effective it is. It needs to be stored in a cool dry place. However we asked the customer to test a tab in a regular bucket of tap water. The customer said they would call back.The customer called back on 06/20/2016 stating that they refused to do the tap water test as it would only prove that the tabs worked but doesn't answer why they dissolve so slowly. As stated on our web listing and in our catalogs " inch tablets are thicker than other pool chlorine tablets, allowing them to dissolve slower and protect your pool water for longer. "
As a one time courtesy we have issued an In Store credit on the customers account in the amount of $107.99, the price that the customer paid for them in November of 2015.
Thank you,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2015/07/27) */
To Whom It May Concern,
The customer purchased this item on 06/15/2015. This was a dropship item. This meaning it ships directly from the vendor to the customer. This as stated on our website can take 7-10 business days. When you add...
the item to the car a pop up box shows this. Please see attachement.
The customer called us on 07/03/2015 very upset that they didnt have the item. We apologized and let the customer know this was due to deliver next week according to the vendor.
The customer never got the order. We had our Dropship Specialist contact the vendor. There was an error in recieving the P.O. We resubmitted the order on 07/22/2015 and rushed the shipping to the customer. We also waived the cost of the item $60.70. The customer was changed for tax and handling which we have since refunded back to the customers payment mehtod. This was done due to the issues and for the inconvenience. This customer recieved this order free of charge.
Thank you,
JoAnne [redacted]
Customer Care Supervisor
In The Swim
To Whom It May Concern,
The customer purchased a 10 year A/G 21X41/42 Oval Winter Cover from In The Swim on 09/15/2015. This was shipped on the same day via FedEx tracking number [redacted]. This was delivered on Thu 9/17/2015 1:54 pm and was left at the front door.
The customer contacted us on 10/12/2015 stating that the cover was splitting. We issued a return slip to have the defective area picked up and returned to us. A replacement cover was shipped out via FedEx tracking number [redacted] on 10/12/2015. This was delivered on Wed 10/14/2015 1:11 pm and was left at the front door.
The customer contacted us again on 10/19/2015 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 10/19/2015 via FedEx tracking [redacted]. This was delivered on Wed 10/21/2015 2:09 pm. We have not heard from the customer again about any issues. We have yet to received either of the other covers back.
Thank you,
JoAnne [redacted]
Customer Care Supervisor
In The Swim
To Whom It May Concern, The customer purchased the Liner Step Kit on 05/23/2016. This was shipped the same day via [redacted] tracking...
number [redacted]. According to [redacted] this was delivered on Thu 5/26/2016 2:29 pm and was given to the customer. The customer contacted us on 06/16/2016 letting us know they had not gotten any gaskets with their item. We sent a request as required by the manufacturer to have them send out the missing parts. They package their items and we do not obtain stock of the parts that are inside the box separately. The request was sent over to the manufacturer on Thursday after business hours. They would have obtained it on Friday. The customer contacted us on the following Monday 06/20/2016 asking why they did not have the item yet. We sent a follow up asking if they had an update yet. While awaiting the reply of the vendor the customer contacted us again on 06/22/2016 saying they no longer wanted to wait for the item to be shipped from the manufacturer. They wanted to return the entire kit. We offered to send a pre-paid return
label. Once the item is brought back to our warehouse a refund will be issued. Thank you, [redacted] Customer Care Supervisor In The Swim
Initial Business Response /* (1000, 5, 2015/06/25) */
To Whom It May Concern,
The customer purchased a cover from In The Swim on 04/20/2015. This was shipped the same day via FedEx tracking number XXXXXXXXXXXXXXX. This was delivered on 04/22/2015 at 4:52pm and was handed to the customer....
The customer contacted us on 05/04/2015 stating that it didn't fit his pool properly. We then issued a pre-paid return label to have a section of the cover sent back. The customer said they wanted to choose a different cover and to issue the refund as an in house credit. They were then going to use that credit towards the purchase of an alternative cover. We received the cover back on 05/20/2015 and the store credit was issued.
The Customer called back again on 06/15/2015 wondering where the credit was, they were upset that the credit was not a refund. We then changed the refund to go back to the customers [redacted]
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
To Whom It May Concern,
We are very sorry that we were unable to satisfy the customer sooner. Since they have purchased a new pump from another company we will issue another pre paid return label to have both units picked up for a refund. Once they arrive back the refund will be processed.
We have also mailed a $50.00 pool buck to the customer that is valid for one year on any purchase. We apologize for the delay and any inconvenience.
Thank you,
[redacted]
Customer Care Supervisor
In The Swim
To Whom It May Concern,
The customer purchased a winter cover from In The Swim on 09/07/2016. This was shipped on 09/08/2016 via [redacted] tracking number [redacted].
The customer contacted us on 09/23/2016 saying the cover was too small. We offered a pre paid return label for a...
section to be picked up for refund or replacement. We let the customer know we could either do this now or in the spring if they wanted to leave it on.On 09/28/2016 the customer emailed us back letting us know they would send this back for a replacement. We sent the pre paid label and did not hear from the customer again.
We have issued a refund in the amount of $71.97 the amount the customer paid. Please see the attached order copy. There is also a copy of the refund provided. This was done as a one time courtesy as the customer never sent back the section.
Thank You,[redacted]
Customer Care Supervisor
In The Swim
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
With an additional amendment, I would like to receive compensation for the out of pocket money that I spent to have the new cover set up and install. Even though they was unable
to finish the installation they still had to be paid. So that's why I would like to be compensated in some sort of way.
Sincerely
[redacted]
To Whom it May Concern,
I purchased a pool filter from "In The Swim" and it was 5 weeks before I had a chance to hook it up. I then discovered that it would not fit in the space it needs to be. I contacted ITS asking to exchange it for a different model. I was informed it was a week past the 30 days and they would charge me a 20% restocking fee. Granted this is the stated policy but give me a break. I was not asking to just return it but to exchange and the are still going to charge me $65.00? Needless to say I will choose a different retailer, one more willing to make their customers happy for the purchase of the new filter and in future purchases.
To Whom It May Concern,
The customer purchased Chlorine from In The Swim on 11/29/2015. This was shipped on 11/30/2015 via [redacted] tracking number [redacted].
The customer contacted us almost 7 months later saying the tabs were dissolving very slow. We informed the customer that...
this item was non returnable as it was outside of our return policy and that the way you store the chemical can affect how effective it is. It needs to be stored in a cool dry place. However we asked the customer to test a tab in a regular bucket of tap water. The customer said they would call back.The customer called back on 06/20/2016 stating that they refused to do the tap water test as it would only prove that the tabs worked but doesn't answer why they dissolve so slowly. As stated on our web listing and in our catalogs " inch tablets are thicker than other pool chlorine tablets, allowing them to dissolve slower and protect your pool water for longer. "
As a one time courtesy we have issued an In Store credit on the customers account in the amount of $107.99, the price that the customer paid for them in November of 2015.
Thank you,
[redacted]
Customer Care Supervisor
In The Swim
Initial Business Response /* (1000, 5, 2015/07/27) */
To Whom It May Concern,
The customer purchased this item on 06/15/2015. This was a dropship item. This meaning it ships directly from the vendor to the customer. This as stated on our website can take 7-10 business days. When you add...
the item to the car a pop up box shows this. Please see attachement.
The customer called us on 07/03/2015 very upset that they didnt have the item. We apologized and let the customer know this was due to deliver next week according to the vendor.
The customer never got the order. We had our Dropship Specialist contact the vendor. There was an error in recieving the P.O. We resubmitted the order on 07/22/2015 and rushed the shipping to the customer. We also waived the cost of the item $60.70. The customer was changed for tax and handling which we have since refunded back to the customers payment mehtod. This was done due to the issues and for the inconvenience. This customer recieved this order free of charge.
Thank you,
JoAnne [redacted]
Customer Care Supervisor
In The Swim
To Whom It May Concern,
The customer purchased a 10 year A/G 21X41/42 Oval Winter Cover from In The Swim on 09/15/2015. This was shipped on the same day via FedEx tracking number [redacted]. This was delivered on Thu 9/17/2015 1:54 pm and was left at the front door.
The customer contacted us on 10/12/2015 stating that the cover was splitting. We issued a return slip to have the defective area picked up and returned to us. A replacement cover was shipped out via FedEx tracking number [redacted] on 10/12/2015. This was delivered on Wed 10/14/2015 1:11 pm and was left at the front door.
The customer contacted us again on 10/19/2015 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 10/19/2015 via FedEx tracking [redacted]. This was delivered on Wed 10/21/2015 2:09 pm. We have not heard from the customer again about any issues. We have yet to received either of the other covers back.
Thank you,
JoAnne [redacted]
Customer Care Supervisor
In The Swim