Peak Auto Svc

Initial Business Response /* (1000, 8, 2015/07/27) */
To Whom It May Concern,
The customer purchased the item on 06/28/2015 On Sunday through [redacted]. We do not ship out on Sundays, however many times the trucks are pre loaded and leave first thin Monday Morning.[redacted] does not delivery On...

Mondays however they take the loaded trucks from our facility and scan them into their system by Tuesday.
The customer called the same day the order was placed requesting to cancel. This order had not yet loaded into our system from [redacted]. The supervisor that took the call Sunday emailed someone to check on this on Monday.
First thing Monday This order was on the truck and leaving for the[redacted] facility. There was unfortuanatly no way for us to stop this. We informed the customer. We let the customer know she could refuse the shipment. Once it arrived back we would issue the full refund. We also informed her that if she was unable to refuse it to give us a call back and we would issue a pre-paid return label to the customer.
On 06/30/15 a rep from [redacted] called us on the customers behalf asking if we would send a pre paid shipping label. We infomred her that we had previously offered this if she was unable to refuse delivery. We sent the customer the label to send back the item.
A refund for the item was issued back to the customers payment method through [redacted] on 07/15/2015 when the item arrived back at our location.
Thank you,
[redacted]
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (3000, 10, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My issue with the company resides primarily with the fact that the company did not have a satisfactory method to cancel orders before shipping. There was no reasonable reason that my card had to be charged and I had to wait weeks for a refund.

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 SupervisorIn The Swim

To Whom It May Concern, The customer purchased a Pool from In The Swim on 08/20/2016. This was shipped via [redacted] freight on 08/23/2016 with pro # [redacted]. This was delivered on Friday, 08/26/2016 at 2:51 P.M. and was signed for by [redacted]. The customer contacted us on 09/02/2016 letting us...

know that they were missing the hardware for the pool. We issued a missing parts form to have the manufacturer send out the missing parts. The customer called back again the next day letting us know they were also missing the coping strips. We then submitted a new missing parts form to the manufacturer for both things that were missing. The customer contacted us again on 09/06/2016 asking for a discount on the item due to the inconvenience.  This needed to be authorized. An email was sent to a supervisor for this request. The supervisor authorized a $100.00 Credit card refund and an additional $100.00 Pool buck that can be used towards any future order for up to a year. This was on 09/07/2016. The customer called again the next day wanting an update. We informed the customer that the manufacture was going to ship out the missing items directly to them on 09/09/2016. The customer was not satisfied with this and wanted the entire item picked up. We called the customer back the same day to schedule an estimated pick up date and time frame. [redacted] requires a four-hour window of time to be able to pick up freight items. The customer did not want to agree to this and began using inappropriate language to our phone representative, and stated that if we did not pick up the pool they would set it on fire.  The customer then hung up on us. We were unable to get a hole of the customer to get a date and time to schedule the pick up so we sent an email on 09-14-16 at 11:42am to the customer to please contact us back to schedule the [redacted]. The customer called us that day and gave us a time. The [redacted] paperwork was emailed to the customer on 09/15/2016. Once it arrives back at our location a full refund for the item will be issued.   Thank You, [redacted] Customer Care Supervisor In The Swim