Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Covers & All (Order #COV1016320192), which was later canceled due to the companys inability to fulfill the product as designed. Despite the order being closed without a product delivered, the company has only issued store credit and is refusing to refund the amount to my original payment method.I never requested store credit, and the companys live chat representatives have confirmed they cannot provide a refund or issue a check. This policy was not disclosed clearly prior to purchase and goes against *** guidelines that require a refund option when the seller fails to fulfill the order.I have attempted to resolve this amicably through customer support, but the issue remains unresolved. I am requesting a full refund to my original payment method, as is appropriate for an unfulfilled order.

  

  Business Response

  Date: 03/29/2025

  Hello *****, 

  We are sorry for the inconvenience caused to you. 

  Upon reviewing the details, we understand that you are requesting a refund for your order. However, as stated in our website's Terms and Conditions under the Covers&All section:

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

  "If there is no activity on an order for a continuous period of 90 days, the order will be automatically canceled, and the amount paid by the user will be transferred as Store Credit to their account."
  
  Additionally, according to our Store Credit Usage Policy, store credit can be used on our entire product range and remains valid for 180 days from the date of credit. Please find the attached screenshot for your reference. 
  
  Regarding your L-shaped sofa cover product, customization was required due to the sofa's unique shape, which necessitated communication with you. Our team attempted to contact you in January and followed up. When we received your response in March, we attempted to reconnect to gather the necessary dimensions as we only received one dimension instead of the dimensions that we have asked for.
  
  After further follow-up, we did not receive any additional response, and due to the 90-day inactivity period (from December 30 to the end of March), the order was automatically closed, as per our policy.
  
  Our team has also provided guidance on how to reorder the product with the necessary details. Unfortunately, we did not receive a response, and the store credit expired within 180 days as per the policy.
  
  Additionally, after verifying the details with our team, we regret to inform you that we are unable to process a refund to your original payment method. Since the transaction is from December 2023, the system no longer allows us to initiate a refund.
  
  Based on these factors, our team has declined the refund request. However, as customer satisfaction is our priority, we are happy to reissue the store credit to your website account. You can use this credit to place a new order. Our team has also reached out to you to finalize the cover design, ensuring you receive a custom cover that meets your product requirements without any issues. 
  
  Thank you. 

• Initial Complaint

  Date:03/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The cover made stains on my appliances damaged them so I asked for refund I have to replace my appliances

  

  Business Response

  Date: 03/22/2025

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the issues you've encountered with the cover. We understand how frustrating and concerning this situation must be.

  Please rest assured that we take this matter very seriously and will work diligently to resolve it as quickly as possible. We are committed to ensuring that our products meet the highest standards of quality, and it is disheartening to hear that this was not the case in your experience.

  We have reviewed the situation and begun processing your refund request. You can expect an update on the process for a refund by Monday. In the meantime, if you need any further assistance or have any questions, please dont hesitate to contact us.

  Once again, we apologize for the inconvenience caused, and we genuinely appreciate your understanding and patience as we work through this matter.

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased replacement covers from Covers and All on 2/8 and received the items on 2/22. After I opened the package, I was disappointed in the quality of the material. The material was promoted as outdoor furniture replacement covers. The product I received was hard, plastic, shower-curtain type material that is more suited for furniture weather protection covers instead of actual furniture cushion covers.I contacted the company immediately to request that I return the items for a refund. After multiple chats, phone calls and emails, They closed my complaint without my consideration. I was told that my request is denied because they sold me what I asked for. I agree that they sold me what I asked for but the quality of what I received is not satisfactory. I would be content to return the product for a refund or be given a store credit to buy a better product. Simply telling me that there is no resolution and my case is closed seems abrupt.

  

  Business Response

  Date: 02/28/2025

  Hi Tapleigh,
  
  We are sorry for the inconvenience caused to you.
  
  We understand that you are dissatisfied with the material quality of the cover received. However, wed like to clarify that the cover was shipped as per the material specifications mentioned on our website. The Cushion Rite material is made of 100% solution-dyed polyester fabric with a PU coating, which may result in a slightly firm texture. However, we have shipped out thousands of cushion covers with the same material. To help customers make an informed decision, we also offer a free sample kit before placing an order, which includes the Cushion Rite material.
  
  ***************************************************
  
  We understand that you wish to return the product and receive a refund or full store credit. However, as a custom business, we are unable to accept returns, especially when the product has been made to the custom dimensions as ordered. Considering that, we will not be able to offer a full refund or store credit.
  
  That said, your satisfaction is important to us. As a goodwill gesture, we can offer a 60% store credit of the order value, which will be added to your website account. You can use this credit within 180 days, and it can be combined with any other applicable discounts per our offer terms. Our team has also contacted you via email with alternative fabric options and a sample, allowing you to select and purchase a new cover that meets your requirements.
  
  If you agree with this resolution, please confirm so we can proceed with the store credit process. You can also respond to our team via email within the same thread.
  
  Thank you. 

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/27/24, I placed an online order for a custom Christmas Tree cover on Covers & All website. Due to the fact that the online measurements requirement instructions were not clear on the website, I telephoned a customer service representative before submitting the order and the representative walked through the measurements that I had taken of my 12 foot Christmas tree using the online measurements instructions and I asked the representative to verify that I was indeed measuring the tree correctly and entering the measurements correctly onto the online order form. The customer service representative confirmed the measurements and how I was measuring was correct, which is why I went ahead and placed the order. When I received the order on January 12, 2025, the width of the Christmas tree cover was almost 1/2 a size smaller than the measurements that I had submitted which were: What I received was 1/2 the width of my measurements submitted. I sent several emails to no avail and requested to speak with a manager as I asked to return the cover for a full refund several times but they would only give me the option to pay an additional $354.18 to have another cover made and when I said no to this offer they still wanted to charge me $250 in addition to the $110.75 that I originally paid and state that ai could order from their site using current discounts available. I only budgeted for just over $100 for the cover, which is why I placed the original order, and which is why I requested a full refund and asked for their address to mail back the incorrect cover I received, but they stated no refund would be issued. I am extremely disappointed in the way that this company operates in not providing clear instructions, having customer service **** confirm measurements are correct and not taking ownership of their error. I am requesting a full refund and an address to mail back the incorrect cover and have the return shipping cost be paid for by Covers & All.

  

  Business Response

  Date: 01/25/2025

  We truly apologize for the frustration this situation has caused, and we appreciate the opportunity to address the matter.
  
  After reviewing your order and our records, we understand that the dimensions were verified with one of our customer service representatives over the phone before placing the order. However, while the representative confirmed your measurements, the specifics of how to measure were not discussed at that time. We sincerely regret any confusion this may have caused.
  
  As per our policy, we do not accept returns on custom-made products unless there is a manufacturing defect or the item is damaged in transit. Based on the information available, the cover you received was made according to the specifications provided, which is why our team initially denied your return request.
  
  We truly understand that this situation is disappointing, especially given the budget constraints you mentioned. We always strive to provide clear and accurate guidance, and well take your feedback into consideration to improve our processes for future customers. Having said that, we at **********************&all truly believe in Customer Satisfaction, the best we can offer is a full store credit for the order. It will be available for 180 days from the date of issue and can be used along with any other applicable coupon code for your future purchase. Kindly confirm how you wish to proceed further.

  Customer Answer

  Date: 01/26/2025

   
  Complaint: 22839564
  
  I am rejecting this response because:

  Again, I want to repeat that when I called and spoke to the **************** Representative to clarify that I was measuring the Christmas tree cover correctly, I had fully explained how I was interpreting the measurement guidelines from the company website and the **************** Representative confirmed that my interpretation of the measurements were correct, which again is why I went ahead and placed the order.  Your **************** Representative should be properly trained to ensure that they are asking all of the pertinent questions required and giving all of the necessary instructions before ending a call with a customer and a customized order is placed, so that the order is correct.  This is the reason I followed up with a call to your customer service department, so I fulfilled my responsibilities as the customer, however, your **************** Representative did not and therefore, the measurements were not correctly verified.  
  
  I dont have any needs or requirements for ANY other items listed on the Covers & All website, I only originally went to the website as I needed the Christmas tree cover within the price range that I could afford.  Due to my prior bad experience ordering from Covers & All, I dont feel comfortable or confident in placing any additional orders from them and therefore, I am requesting again that a full refund is returned back to my original method of payment, so that I can locate another company who can provide me with what I still need, the Christmas tree cover, within the price range that I can afford.  

  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 01/30/2025

  Hello ******,
  
  Were sorry to hear that you are not satisfied with the store credit resolution provided.
  
  Regarding your concern, we have reviewed the call details on our end. Our website includes a "How to Measure?" section for customer reference, which clearly explains that the circumference requires measuring all around the area instead of the straight width. If any clarification was needed, our team was available to assist. However, we found that the tree measurement concern was not raised or discussed during the call. Our team guided you through the order placement steps, and you had the measurements ready without any concerns at that time.
  
  That said, as your satisfaction is our priority, we have initiated a refund request for the amount you paid. Once approved, it will be processed within two business days, and depending on your bank, it may take up to seven business days to reflect in your account.
  
  If you have any further concerns, please feel free to reach out.
  
  Thank you.

  Customer Answer

  Date: 01/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:12/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached out in good faith to try and resolve incorrect sizing and crafting issues, but their Resolution team has been unwilling to correct these errors, instead offering to charge me more to have them remade or a store credit for the wrong sizing. I'm willing to work with them, but they need to be willing to correct their errors in fabrication.For reference, the order is #COV1016474926 and the ticket is #********. I've communicated via email with ***** ******, ***** Gun, and *** Victors. The issues are with covers:- CushionPlus133 (Length 47" x Width *****" x Thickness 3.75"), Quantity 1 - CushionPlus133 (Length *****" x Width 23.5" x Thickness 3.75"), Quantity 2 - CushionPlus068 (Length 23.5" x Width 13" x Thickness 3"), Quantity 4 All seven covers are cut with incorrect/oversized thickness leaving the cushions loose and baggy. Additionally, the four CushionPlus068 covers also were fabricated with the Velcro straps in the incorrect locations, despite a reference image that was provided that clearly showed the correct location for the *********** are the solutions I am willing to accept moving forward:1. A full and immediate refund for the incorrectly fabricated covers, which I will return once the refund is confirmed and if promptly provided a pre-paid shipping label.2. A full refabrication and rush shipping on all the cushion covers, with store credit and/or partial refund for the delay and inconvenience.3. A full set of foam cushion inserts and rush shipping to fit in the current oversized cushion covers replacing the original inserts, with store credit and/or partial refund for the delay and inconvenience.4. A combination of both #2 and #3.I've worked hard to be forgiving and reasonable in finding a solution with them and at the end of the day, all I want is the cushion covers made to fit correctly and without needing to wait an additional six plus weeks.

  

  Business Response

  Date: 01/08/2025

  We sincerely apologize for the inconvenience and frustration you've encountered with the sizing and crafting of the cushion covers in your order. We understand that receiving products that do not meet your expectations is disappointing, and we truly regret that this situation arose.

  We have reviewed the case and noted that a chargeback was filed, which was processed on our end. As per the request, a refund of $196.72 USD has already been issued for the products that were not as described.

  We also understand that the errors in the covers' sizing, Velcro placement, and overall quality have caused significant inconvenience, and we deeply regret that our resolution team was unable to meet your expectations for a more immediate solution. Our goal is always to provide accurate, high-quality products, and we are truly sorry for the miscommunication and delays you experienced.

  We remain committed to improving our products and services and will continue to review our processes to prevent similar situations in the future. If you have any further questions or concerns, please feel free to reach out to us directly. We would like to make sure your concerns are fully addressed and we value the opportunity to assist you.

  Again, we apologize for the inconvenience this has caused and thank you for your understanding.

• Initial Complaint

  Date:12/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a custom-made clear canvas online that was to be cut at height 84 in and width 60 in. I received the item, and it was cut to height 83 in and width ******************************************************************************** I am not sure how, but I told that i would need to purchase a new one and there is resolve for customer satisfaction. I explained that maybe there was an error on my part with width but certainly nor the height. I send pictures and video and was told that it was cut to 84 in (even though I have pictures of 83in). I was old by product support that there is nothing they can do, and they will not reply to my concern going forward.

  

  Business Response

  Date: 12/23/2024

  We sincerely apologize for the error with your custom vinyl magnetic curtain order and the frustration this has caused. We understand your concern regarding the incorrect dimensions, and we regret the initial miscommunication.
  
  We have reviewed your case and acknowledge the discrepancy in the width measurement. To rectify this, we have offered a replacement with the correct dimensions of 60 inches in width and 86 inches in height (total), at a cost of $60, as agreed upon with you.
  
  We have now issued a replacement order and sent the payment link to you. Once payment is received, we will immediately move the replacement order into production. We will keep you updated on the progress of your replacement and provide tracking information once it ships.
  
  We value your business and are committed to ensuring your satisfaction. We appreciate your understanding and cooperation in resolving this matter. Should you have any further questions, please do not hesitate to contact us.

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  the cover was too small .they email me to send video and pictures .they would get back to me in 12 to 24 hours to resolve problem and have not .

  

  Business Response

  Date: 12/06/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience experienced with the cover not fitting as expected. We understand and we deeply regret that we have not met your expectations in this instance.

  After reviewing the details, we have initiated a refund for the order. Once approved, it will get processed in 2 business days and might take 7 business days to reflect in the source account. We understand the importance of resolving these issues in a timely manner and appreciate your patience as we work to improve our processes.

  
  If you have any further questions or require additional assistance, please do not hesitate to reach out. We are here to help and ensure that your experience with us is fully resolved.

• Initial Complaint

  Date:12/03/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received wrong item. They will not exchange or refund.

  

  Business Response

  Date: 12/10/2024

  Hello ******,
  
  We sincerely apologize for any inconvenience caused.
  
  Upon reviewing the details, we found that the product was manufactured as per the received order details, using the red color material, and it was shipped accordingly. For your reference, we have attached a copy of the invoice.
  
  Unfortunately, we were unable to identify any error on our end. Additionally, we see that you have already filed a dispute, and our team has responded accordingly. Considering both the facts, we will not be able to initiate the refund as the order amount is on hold due to a dispute. We recommend reaching out to your financial institution for further updates on the dispute status.
  
  If you have any other concerns or require further assistance, please dont hesitate to let us know. Were here to help.
  
  Thank You. 
  
  

• Initial Complaint

  Date:11/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I have made several purchases from Covers and All for sunshades. Our last sunshade had tearing on the corner where the the grommets are sewn in, therefore, we ordered a replacement shade. Upon placing the order with a member of the Covers and All Customer Support staff; my husband requested that the previous order be replicated with the only change being that n we would like the corners reinforced to avoid tearing at the grommets. Upon receiving and mounting our replacement sunshade we identified that the dimensions did not match our previous sunshade and therefore did not fit the space. Upon further review, we found that Covers and All made the sunshade with curved edges instead of straight edges. Such as the previously made sunshade. My husband has been in communication via email and phone with Covers and All in an attempt to have them remake the sunshade to the requested specifications. Not only has the company refused to take responsibility for their manufacturing mistake, but they continuously refuse to allow you to speak with a member of their leadership team and instead transfer you from person to person asking you to explain the situation only to be told that someone else who is "currently unavailable to take your call" will need to review the case and call you back. We have yet to have someone actually return a call and make an attempt to resolve this mistake. We have instead been told that we can repurchase a new sunshade which of course comes at an additional cost to us.

  

  Business Response

  Date: 12/03/2024

  We sincerely apologize for the inconvenience this has caused. After thoroughly reviewing all the relevant details, including email correspondence, we would like to share our observations below:

  Product Link: ***************************************************************************************************************************

  Fabric: There is a difference in the fabric used for both orders Shade Lite and Shade Elite.
  Shade Lite: This material is more stretchable, which may lead to slight expansion over time.
  Shade Elite: In contrast, Shade Elite is less stretchable and more rigid, offering less flexibility than Shade Lite.
  
  Sail Sides: There is also a difference in the side design between the two orders.
  Past Order: The previous order was made with a straight side.
  New Order: The new order was made with a curved side.
  
  As the Shade Lite fabric has been in use for some time, it is possible that it has expanded slightly from its original size. Meanwhile, your new order was made with Shade Elite fabric, which is less prone to stretching due to its structural properties, coupled with the curved side design. While we are confident that the sizes are the same, these variations in fabric type and design may have caused the perceived discrepancy.

  Resolution: We have offered a replacement to the customer, and we are in conversation for the same. Upon finalizing the dimensions for the product, we will issue a replacement to the customer.

• Initial Complaint

  Date:10/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a patio cover and after less than six month of installing it we had a small storm come thru with winds of less than 20mph and damage the cover. According to their product is under warranty and it can sustain extreme weather.Contacted the company about the damaged and they can only offer $50 dollars to compansate the damaged product. After lots of faint back and forward I contacted my credit card company and file a claim with them.Once they got the dispute from the credit card company they started calling and offering a replacement which I didn't accept Due to the low performance of the first one and also the lack of commitment to fix the situation before I contacted my credit card company.The pictures speak for them self. Save your self money and time.Purchased product 6/3/24 WE PAID $1497.76

  

  Business Response

  Date: 10/24/2024

  Hello Ambi,
  
  We apologize for any inconvenience youve experienced.
  
  We strive to offer high-quality products and efficient service to all our customers. This is very unfortunate that you have faced an issue. After reviewing your case and the images you provided, we can confirm that the product is covered under warranty, and we can certainly arrange a replacement for you.
  
  However, we are unable to process a refund for the order, as the chargeback has been closed in our favor. Additionally, as a custom business, we do not accept returns.
  
  If you are agreeable to the replacement, please confirm so we can proceed with the process. Our team has also reached out to you via email.
  
  Thank you!