ComplaintsforCoverking

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 2 dashboard covers. One for 2016 ******* mkc which I was refunded because it did not fit. They did not want it returned. Then 2019 ******* Nautilus. It was nothing like the picture. I don't have a cell phone or computer due to hacker issues. I cant send a pic . Honestly, It looks like a little kid made it. The cut outs are folded back and sewed against it so it wont lay flat. It is cheap made and I own a nice car and wanted the cover to keep my dash from cracking in the hot heat in **. Im sorry but nobody would want this. I called then on 05/03/24 and spoke to a younger guy in returns. He refunded for the 2016 but would not for the 2019. I told him the pics online do not match the product which he agreed. I asked him to MAIL (as I have to go to library to answer email). He emailed the return slip anyway. Our mail is so slow here. I waited. Then called again 05/24/2024 and spoke to ******* on where the rtn label was. She told me it was emailed. She said she will mail it. Called again 06/20/2024 and spoke to ****** I received the return label in the mail. it was mailed 05/29 and the label expired 06/01/24. I got it 06/02/24. Manufacturer denied me another label. said outside 30 days. YES only because of them. They did it on purpose. I want a full refund for this product. It would be $57.13. I was refunded for other. If they want the product then they can send me a postage free stamp that works and I would gladly return it. First time ordering from them and certainly my last. No integrity. Thank you CALL ME on my landline as I have NO devices and dont check email cause rarely use it.

  

  Business response

  07/05/2024

  Re: 16899397 / 50359511-4F2LJF

  Hello:

  The only order I can find here for ****** is the order she mentioned that was purchased through another retailer: www.CarID.com.

  This was ordered in April of 2024 and an RMA # of SR0224549 was provided to www.CarID.com so they could provide to their customer, ******.

  I cannot find any other current order associated with this name & address anywhere. She may want to check back with www.CarID.com since that is where her first dash cover was purchased.

  I do not see that this item was every checked in as a return however. If ****** would like to send the tracking # so we could search for this, then we can try that. But I also noted that she mentioned that someone already refunded her? That would have to have been through www.CarID.com since this is whom she originally paid.

  Thank you.

   

• Initial Complaint

  04/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed a J-top order (which is now owned and managed by Coverking, unfortunately) #***** for a Bronco 4 Dr ******* cover. Received instead the completely wrong item in a Jeep cover that is only designed and manufactured for Jeep. When I informed Coverking customer service, they insist that it is company policy that they will not ship my correct cover that is already paid for, until the incorrect cover is received back across the other side of the USA and inspected. Only then will they ship via ground, my paid to cover. So essentially, they are holding my fully paid cover hostage, due to their mistake. They refuse to ship my cover with the shipping notification of the returned product and they refuse to use faster shipping service on the shipment of my correct cover. All of this is adding a minimum of 2 weeks to getting my paid for cover, and this is all due to their mistake. Horrible customer service. All I am told is that this is their company policy. No alternative or even discount is offered.

  

  Business response

  04/24/2024

  RE: 20130 

  We are working diligently to get the replacement shipped asap and I have been in contact with you also via *********************************** As soon as I have the tracking #, hopefully today, I will send that through there. We apologize for the mix up and delay.

  Thanks,

  *****

   

• Initial Complaint

  01/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered seat covers online from Coverking. The product shipped was not to the specifications of Coverking so they paid for return shipping and refunded purchase price. They refuse to refund the original shipping cost even though they sent bad product.

  

  Business response

  01/12/2024

  RE: 16868256

  I am working with accounting right now for the shipping refund as I responded to you this morning. We never denied anything at this point. Coverking normally doesn't refund for the original shipping charge but I will ask accounting to take your situation into consideration on this. 

   

  Customer response

  01/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a Coverking dash cover in 2021 for my Mustang but it faded from black to red within 6 months (velour type material). I thought I would try the carpet dash cover for my ***** CX 9, and it shipped with no cutout for the center screen, even though the order shows "MA9476 ***** CX-9 w/HUD and center screen.". I could not locate a number to call, only an email address, but the response was that it would be forwarded to the design and quality team.Update 8/25/2023 They had me "field destroy" the original dash cover (cut it in half and send a picture). They then sent me a replacement dash cover, it arrived quickly but still does not have the cutout for the infotainment screen. I've once again sent Coverking an email with pictures. I'll update again if this gets resolved.UPDATE It's now December and still no dash cover, it's been 6 months so I've asked for a refund but I have had no response.

  

  Business response

  12/21/2023

  Order # 16828454

  I am so sorry this has been drawn out. If you can please send a photo the the last dash cover we sent you cut in half (what we call a "field destroy") then we can issue a full refund by check through our accounting department. Please send the photo to: ********************************** and reference Ticket # ******. Thank you.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a set of custom seat covers for a **** Chevrolet K1500 Suburban from Coverking in August. When the seat covers arrived I immediately got to work installing the driver's seat cover first as I was excited to have nice seat covers. Following their installation instructions, I found that the bottom cushion cover was not a good fit as there was a hole provided in the side of the cover to allow for the seat back tilt lever to pop through and be accessible. This hole was made 2.5"+ too far forward and would not line up. Additionally, the headrest and armrest covers were ill fitting and by no means custom as was advertised. I requested an RMA as per Coverking requires, but was told that I am responsible for the $35 return shipping of their defective product. I understand that if I just felt that it wasn't what I was looking for the cost would be on me, but since the hole that they made in the cover wasn't in the right spot it is in fact defective and they should cover the cost. I communicated with their support team via email many times and was continually told that they would not pay for return shipping and they argued that the seat cover is not defective in any way.

  

  Business response

  09/13/2023

  Order #******

  Hello: I reviewed the support ticket you sent in and asked that CS rep to request a Fed Ex return label to bring back the seat covers for your refund. He should reply to you and send the Fed Ex label through that same communication. I hope that helps.

   

  Customer response

  09/13/2023

  this is not a satisfactory resolution. I was told that under no circumstances would you be covering return shipping and I want my refund so I can allocate seat covers elsewhere so I paid $35 with *** to ship them back to you. 

  

  Business response

  09/14/2023

  I am very sorry but we do not reimburse for shipping AFTER it has shipped. However, I did request that your refund includes your ORIGINAL shipping charge to help offset that. I don't see your return checked in yet; however, that can take up to 5 business days since our returns staff has to open and inspect each package. Thank you.

  Customer response

  10/03/2023

  I was told that you DO NOT under any circumstances pay for return shipping regardless of whether the item is defective or not. Thus I initiated and paid for return shipping per instructed by your company. I did get the refund for the item and the original shipping cost for the item to ship to me, which is only fair since it was defective, but you should reimburse me for the shipping I had to pay to return your defective product to you. I cannot understand why you cant reimburse for the return shipping of a defective product. This has been one of the worst examples of customer service that Ive experienced and I am not pleased with the response Ive received from your company. I was told that I have to pay for return shipping so I did and now you say that since I followed instructions for returning you wont reimburse me which is very contradictory. 

• Initial Complaint

  07/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered on 6/25/23. Never received any other email other than confirmation that I did buy it. A couple weeks pass and still no updates no saying when its supposed to come and shipping implied it would be fairly quick, there were no signs about anything being back ordered or delayed. I email once, no response and then have to email again and finally get a response that it was still in production and should be shipped out 7/15/23. Why wasnt there anything saying it would take this long? 7/15/23 passes and still nothing so I have to double email them again and now the material is out of stock? Why wasnt that posted or why wasnt I made aware on my first email? And then they say they hope it comes in by the end of the month? I still have not received my purchase and will be seeking refund. This place is horrible!

  

  Business response

  07/25/2023

  Re: #******

  We did have a backorder on this material; however, it has since arrived and we are working from the oldest to newest to manufacture and ship as quickly as possible.

  On our website it does state that "production times are not guaranteed" due to backorders or production levels.

  If you wish to cancel your order, please respond back to your support ticket where you have been communicating and the ** rep will help you with that.

  Thank you.

   

   

  Customer response

  07/25/2023

  If something is on backorder it should be made aware to the customer from the beginning. Not after 3 weeks and a bunch of emails alter. And I should not have been given a set ship date if it was supposedly on back order and theres no guaranteed production time. 

  

  Business response

  07/26/2023

  So at this point, how can I help you from here?

  We do no define the exact shipping time and we do not notify on backorders; however, you are always welcome to contact us for updates.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date October 18th, 2020 Dispute date October 15th, 2022 Warranty end date October 18th, 2022 Order number CPI1100105717 Dispute summary: Cover king fails to fulfill warranty claims Details of dispute: Prior to the warranty expiry, I documented a noticeable change in color of the product. Its claimed to be charcole grey. Buts this is purple! See picture attached. When I requested this product be replaced under warranty, I was told fading is considered normal wear and tear. I advised them that it can't be considered normal during the warranty period due to the color being a primary quality dimension of the product. Resolution sought: I'd like a refund for the total amount of the order $381.97 because I noticed the fading less than 12 months into the life of the product. This appears to be an inherent defect which can't be rectified with a replacement of the same product.

  

  Business response

  06/08/2023

  Order: CPI1100105717

  Our seat cover warranty does not include fading. Please see our FAQ listed on our Coverking website:

  ***********************************************************************************************

  Also, I do see where a warranty replacement was made for you in support ticket #****** for a seam failure. In the communication between you and our CS rep, there was no mention of your fading inquiry at that time.

  We do not offer refunds due to fading.

  Thank you.

  Customer response

  06/08/2023

  It's irrelevant to share that during one interaction I didn't mention fading. What are you trying to call attention to? You're response clearly would have been as unreasonable then as it is now. Furthermore, the picture I attached has a ********* stamp from after that interaction with your team.

  FAQs are not part of a warranty. And excluding fading from a warranty is unreasonable anyway. To reiterate, this is a actually more of a change in color than it is fading. Grey to purple. I didn't order purple. How would you feel if your grey car turned purple before the end of the warranty? 

  The product is defective. Your unwillingness to address the issue highlights a distinct lack of brand integrity. 

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased allegedly the best dash cover from Coverking. It arrived today and it does not properly fit my car due to poor workmanship. I called customer service waited on hold for 15 minutes to be told we can't help you! You have to send an email for help. So I sent the email explaining the problem and after back and forth emails they approve the return but I have to pay the return shipping, that's just plain robbery. The poor product workmanship was no way a problem I caused so I hard a hard time paying to send back they're crappy product. Something needs to be done about this company robbing people. Also they advertise they're products are made in ******* but they actually are MADE IN ******! I expect a refund in full for the dash cover and reimbursement of my return shipping costs.

  

  Business response

  05/16/2023

  Re: 16803200

  I see that ****************** had contacted us initially asking for a return, which we provided instructions on how to do so.

  We also offered to see photos of the workmanship that ****************** had commented on - whereas, he declined and stated that he would pay for return shipping himself. There is also a disclaimer on our website that we do not pay for return shipping.

  If ****************** would have provided the requested photos, we could have investigated this further for him but we cannot at this point since the item has already been shipped back.

  Thank you.

   

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Coverking's customer service is the worst that I have ever dealt with. They sent me a dash cover that doesn't have a cut-out for the driver side A/C vent for the side window, although it has the cut-out for the vent on the passenger side. There is no new style Impala that has that vent only on one side, so they obviously screwed up when they made the pattern, but won't admit their mistake.

  

  Business response

  05/16/2023

  Dear ******:

  Re: 16796332

  I am not trying to "beat around the ****" or sidetrack you or frustrate you in any way.

  I am just trying to get you the correct dash cover that fits.

  And in order to do that, I needed to fully investigate with the photos that you eventually sent.

  So thank you for sending the photos I requested.

  I did involve my pattern maker and he made corrections to the pattern so that it will have the cut out for the a/c on the driver side.

  And I answered you back through Coverking Support asking if you want a refund or a new dash cover.

  Please repond through there so I can further assist.

  Thank you.

   

   

   

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  No responce from customer service people on shipping, delivery date or any solutions to repair, replace or deliver a new cover to replace the first one that is faulty. This is a continuing discussion to them and I never get a commitment on whatever or how to solve their problems. They continue to be ambiguous about the completion of the sale and no delivery or refund has any effect on what they have offered yet. Each time I call or email they just say "let me check on that and I will let you know" but never do call or email me a clear and truthful date for delivery. ******** service agent is ***/ ******* and or Agent 5, or ****** and anybody else that answers.

  

  Business response

  05/05/2023

  Hello:

  Replacement order # 16799317 is almost finished and should ship out very early next week via Fed Ex.

  Any new order or replacement has to be made and does take from 7 to 10 business days. Your replacement order was placed on 4/25 and it has now been 8 business days so it appears we are right on track.

  You can obtain your tracking #, once your order is finished.
  It will be assigned, right here:
  ***************************************************

  Not that I should have to reply to such an uncomfortable & unprofessional statement you made in your communications to Coverking, but your replacement is being made in **********.

  Thank you.
  

   

   

  Customer response

  05/05/2023

  Then why does the underside of the cover say ******?

  And why does your agent ***/******* say 

  It will ship Friday 5/5; or is it you cannot read your own company's correspondence to me from testerday.

   

  You are lying!

  

  Business response

  05/08/2023

  Your original cover *** have been made in ******; however, your new cover was manufactured here in the **.

  Your replacement should ship this week.

  Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩