I am writing this report, in hopes that my ordering problems will be resolved, and that the information I needed when ordering will be addressed and future customers won't have the problems I had.
I ordered a diving board on 04/27 from swimming pools etc. At the time of the order there was no shipping information available unless you ordered an express shipment, which was not available for the diving board.
I was told by the customer service representative that the diving board was drop-shipped from the manufacturer (SR Smith), so the parts were not stocked at Swimming Pools Etc. Common sense would dictate that since Swimming Pools Etc. Doesn't stock the part all they would need to do was confirm payment and send the order to their supplier.
The money was removed from my account on 05/01. I contacted SR Smith on 05/04 and 05/05 to see if my order had been processed and it hadn't. I contacted Swimming Pools Etc. To find out why my order hadn't been processed because I was operating under a time constraint. The representative (Jason or Aaron) stated the part will commonly take 10 business days to arrive and should be delivered by 05/10. I asked the representative why the order hadn't been forwarded to SR Smith yet, and the representative said it had been forwarded.
I recontacted SR Smith, and the woman I spoke with confirmed that there were no orders in their system being shipped to me, or using my order number. I am more inclined to believe her, because she was not hostile and did not try to rush me off the phone, she acted like she was actually trying to help. SR Smith was very helpful and friendly, and the staff there was helpful. Unfortunately, they did not have my order information from Swimming Pools Etc. To get my order to me.
I am submitting this on 05/09. To date, I have still not received a tracking number for my order which was supposed to be delivered by tomorrow. I was informed by the customer service staff at Swimming Pools Etc. That I would receive the tracking number for my order when it ships. This tells me it has not shipped yet.
I sincerely hope that this message will resolve my problems and give Swimming Pools Etc. Some direction in addressing some of the problems I had with their website.
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