ComplaintsforMyspacover.com

• Initial Complaint

  10/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  After ordering I received an e-mail saying that they could not ship to my address, and to supply them with an alternative delivery point. I did so, and have not heard from them since. Many, MANY calls have gone unanswered and their voice meassage box is full. I fear that I have been scammed by this outfit, and would like them to either provide information immediately regarding my order OR cancel and refund my money.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a hot tub over and my credit card was billed $633.98. I was then contacted and told there was a cover in stock that was a better quality in I Oxford grey and they would give it to me for the same price, without the normal 1 month delay for production. The cover I ordered was brown. I contacted them by phone that I would accept their offer, but that I could not accept delivery until after Sept 6,, because I was going out of the country. They responded that would be no problem. after returning from my trip I made daily attempts to reach them by phone , there was no answer. On 9/11 I sent a follow up email requesting shipment, no response to that either. I call every day no one ever answers. They have never responded in any way. have paid $633.98 but have no cover. I want this cover shipped or my money refunded.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On July 12th, 2024, I placed an order and paid for a spa cover using the default measurements provided on your website for my specific tub model. Subsequently, there were several exchanges regarding the exact dimensions, during which I provided confirmation via email, including photographs, later that same month. In mid-August, I was informed of estimated lead times; however, I have not received any confirmation indicating that the cover is actually in ************* concern is not primarily the extended lead time but rather the lack of communication. For the past two weeks, my attempts to contact your company by phone and email have gone unanswered. With the approaching winter, it is imperative that I receive the cover in a timely manner.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  We ordered a new spa cover on September 2, 2024. On September 10, 2024, we received an email stating they needed confirmation on the shape of our cover.We have called and left several voicemail messages for 3 days now with no reply to answer this question. We have also emailed the customer support email address noted in their first email, several times with no reply!When we call the company number, we NEVER have yet received an actual person! Just same recorded message. Weve tried calling at several different times throughout the day and receive the same results.We would like to cancel our order if this is the service we will be getting!

• Initial Complaint

  08/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Myspacover.com is advertising a cover for $359 on ******* but I couldnt find one at that price the cheapest I saw on their site was $419. I called for clarification, and while they promised someone would get back to me, I never received a follow-up. This is very misleading. I spent over over an hour on their site, trying to purchase the cover at the advertised price of $359, only to find that the lowest price available was $419.

  Business response

  08/23/2024

  We apologize but the $359 cover was about a year or two ago.The updated price for our cheapest cover is $419. Please be advise that the price of the materials of the cover changes over the years and we also changing the price depends on the supplies. 

• Initial Complaint

  03/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Advertised free shipping which was a false advertisement.

  Business response

  03/13/2024

  The buyer placed an order March 10th and on the next day we sent an email for missing information that we need. All of our covers are custom made based on the specification that customer provided. When we are about to send the order to production, we were advise by our shipping team that the cost going to the shipping address provided is very expensive. Unfortunately, shipping is a challenge and we are working on the best carrier that we can find.  The buyer doesn't have any alternate address and they want to cancel the order. The order is now canceled and refunded. 

  Customer response

  03/15/2024

  they advertise free shipping. Section ****** clearly defines false advertising.  Vendor misled and conspired to charge an additional $277 even thought my receipt said free shipping.

  Business response

  03/18/2024

  We offer free shipping however, there are certain ZIP codes that our partner logistics doesn't have any direct delivery service. We asked the consumer if they have an alternate shipping address where we can send the spa cover to, and we are not asking him to pay for the $277.51 shipping quote by our partner losgistics. This product will be shipped by an LTL freight, this is not a parcel.  Freight is a challenge these days and we are working on the best carrier that we can find.  We are willing to waive the shipping fee but the consumer did not give us a chance. This order has been canceled and refunded.  You can considered this issue closed.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hot tub cover purchase date 04/13/2023 The original estimation posted on the companies site is 4-6 weeks during their busy season.Cover arrived 08/16/2023 (4 months total)Cover arrived damaged as seen in photos. I sent them photos and they agreed to send a refund. 8/30 - They advised they would send a refund but could not until they fixed an issue with their payment system.10/23 - They advised they could only offer refunds through Paypal, so I sent them my paypal contact.11/10 - I called them and they had no update, but said they will follow up with accounting. They could not do this while I was on hold.11/28 - I contacted and they had no update, but said they will follow up with accounting. 12/8 - I contacted and no update/12/18 - I called and asked for the accounting department, but they didn't have a number. No update.12/27 - I called and they had no update, but will follow up with accounting 1/9 - I emailed and no update, but will follow up with accounting 1/20(?) - I called and no update. I also offer to show them how to use Paypal and issue refunds. They declined.1/31 - I called and no update, but will follow up with accounting 2/1 - I called and no update, but will follow up with accounting 2/2 - I called and no update, but will follow up with accounting

  Business response

  02/05/2024

  We understand that there has been delay in issuing the refund,our previous payment gateway shut down and we cannot process any refund using the new payment method to the previous one. We keep on following up from our ********************* for *************' s refund.
  

  Customer response

  02/05/2024

  Your original estimation was 4-6 weeks when a cover is ordered to when it is delivered. This took 16 weeks for the delivery of a damaged item, and almost 40 weeks since I originally placed the order. I will not continue to keep calling customer service who cannot do anything except "forward this to accounting for update". I do not trust you, and if I'm complacent and continue to wait, I don't believe you will follow through.

  Business response

  02/05/2024

  We can process a replacement cover in 2-3 weeks. Our production was fast unlike last year. 
  
  

  Customer response

  02/07/2024

  I no longer need a cover. Just a refund.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company will not refund due money.Timeline: 7/5/2023 Ordered and Provided all measurements for sq cover 7/31 MySPACover sent CAD asking for my approval, I approved 8/2 MySPACover started asking for additional information like diagonal measurements I provided these 8/4 MySPACover said I must have the wrong measurements. .. Told them they were OK and can be verified w/math8/14 had conversation w/MySPACover and felt they did not know what they were doing, I asked for a refund.8/15 Received email stating I would get refund for $589.99 but it would take 3->5 days to appear as credit.8/27 Told MySPACover I had not received my refund.8/28 They would check w/Accounting and get back to me 8/31 Ask them again for update 9/1 MySPACover said they tried to send refund but had issues because they changed payment systems.9/6 Ask for status update. Want to talk to someone.9/8 Did talk to person and they assured me they would take care of it.9/13 MySPACover ask for 2 weeks to resolve this.9/30 I asked again for status10/3 MySPACover, We are doing our best to get this done.10/11 I asked again for status.10/12 MySPACover says give us until the end of the Month10/23 MySPACover ask for PayPAL info so they can issue refund. I provided PayPAL account info vi QR code 10/24 MySPACover says cant process QR code, I then send in email format.10/25 MySPA Cover says will issue to PP *********/29 I ask for update again since my payment 10/31 MySPACover says they are waiting on all input from others on refund list and it will be batch processed. Allow 5-7 days 11/9 I ask again for update, MySPACover indicates tomorrow or next week will be done.11/18 I ask for an update again.11/20 MySPACover says I am at the top of their list please dont file any dispute11/27 I ask again for status.11/28 MySPACover says sorry, give we the rest of the week.12/4 I ask for status again.

  Business response

  12/06/2023

  We understand that issuing the refund has been delayed. The previous merchant or payment gateway used when **************** placed the order online last July 5, 2023 has already closed and we can no longer process the refund using the new payment gateway going to the previous method. Indeed, he provided his QR code and the PayPal information which was forwarded to the management. We already escalated this issue and please be assured that the refund will be processed. 

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered and paid $691.99 for a custom replacement cover for my hot tub on February 23, 2023 through myspacover.com. I never received the cover. I requested a refund by phone October 16, 2023. I waited **** days. They were unable to refund my debit card due to my bank closing it due to this transaction. They requested my Paypal information on 10/23/23 in which I provided. I continue to contact them through email and by phone and continue to get the same response. "My information has been forwarded to the accounting department" "Please be patient" As of today, December 3, 2023 I have not received my refund and they don't have a care in the world. I would be arrested if I stole from a business therefore a business should be punished for stealing from innocent customers. I have filed complaints through my bank, Attorney General, Federal Trade ***************** and now BBB. I don't want anymore responses with excuses about not processing my refund...its been 10 months. I WANT MY REFUND OF $691.99 NOW!!!

  Business response

  12/04/2023

  We understand the consumer's concern regrading this refund. We really do. Our hands are tight regarding this matter. As we have advised the consumer, we will process the refund top the PayPal that they provided, but right now it will really take time. 

  Customer response

  12/04/2023

  No you dont emphasize or understand my frustration as you continue to tell me for 2 months now to be patient after being patient for 8 months to receive the cover I paid for. This is NOT how you conduct business!! I want my refund NOW!!! 

  Business response

  12/05/2023

  We will process the refund to your PayPal, however, as mentioned previously, the merchant that we used when you placed this order was already closed. 

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for a new spa cover, I paid with a credit card, 12-19-2022. They told me to do the measurements take pictures of the radius i did all what was asked of me. They wanted me to reply with a yes by E-mail . In June I finally ask for a refund. Ist they said they had tried to deposit a refund back into my account. I went to the bank because my old card was hacked and the bank informed me it would have still been deposited into my account. 2nd they said their system was down and they would have it into my account by the first of September . I have been calling and calling they would put me on hold and the line would go dead. I got someone to answer and they said they would put it on my PayPal account i told them i did not have one I told them I had a Venmo account they ask for my information and gave it to them . one e-mail said my refund was on its way. one e-mail said they had to send it back for reprocessing It on only takes a few mintues to do a Venmo transaction and I have not heard back from them since October 24th . Could you please help me with this matter, Thank you

  Business response

  11/08/2023

  We have recently changed the payment gateway that we used. Since the buyer placed the order last 2022, we are not able to process the refund to the old payment gateway using the one. In order to resolve this refund issue, we asked for the buyer's PayPal information which she did and it was forwarded to the accounting. As of now, we are waiting for them to process all the pending refunds. Rest assured, we will return the buyer's money once everything is settled.

  Customer response

  11/10/2023

  I told the business I did not have a PayPal account and to use my Venmo account, so how will they refund my monies?

  Business response

  11/13/2023

  The merchant's gateway that we used when this buyer placed the order last year ************************************************************************** the original purchase.  The Venmo details that this buyer provided was already provided to the accounting. We already made a follow up with the team for any updates that they can provide. We can assure the buyer that we will process the refund. It will take time, but, we will refund it.

  Customer response

  11/13/2023

  All the company is saying is that it will take time.   What does that mean?  Why did they tell me I would have my money back by a certain date and it was never refunded.  I do need a little more information.  I have been trying to contact  them ever since June once I noticed the money had not been placed back into my account  how long does it take.

   

  Thank you for your help

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

  Business response

  11/28/2023

  Our previous merchant is already closed and we are now using a new payment gateway. However we cannot process a refund using the new account and we asked the consumer to provide their Venmo since it's the only way that we can process right now. Which was forwarded to the accounting team and is already in queue. 
  
  Please be assured that this refund will be processed. 
  
  Your patience and understanding is highly appreciated.

  Customer response

  11/28/2023

  I am not happy with the respond from My Spa Cover

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