ComplaintsforCovers & All

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Covers and all not holding up the warranty that the cover I purchased is supposed to have.

  

  Business response

  08/01/2024

  Hello ***,

  We apologize for the inconvenience caused.

  Upon reviewing your order details, we see that our team has contacted you via email with the necessary information and offered you a replacement cover. Please check your email and respond so we can proceed with the replacement process.

  If you have any other concerns, please let us know. We will be more than happy to assist you.

  Thank you.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Greetings, On or about 6/3/24 I placed an order for a swim spa cover using ************ website. My order was accompanied by measurements verified by photos as to the size and depth of the swim spa. My order was subsequently followed up on with a representative who shared that I would be best served by upgrading my cover choice ( cover elite) with one that was water resistant (cover ***** The up charge for the up grade brought the total cost of the cover to $245.58. After receiving the cover it was apparent that it would not protect my swim spa from the elements ( rain, wind, debris) as the cover would not remain in place. The elastic band that surrounded the cover designed to hold the cover in place was not taught enough to keep the cover in check along the perimeter of the spa. Several times the cover has completely blown of the swim spa. I reached out to Covers & All several times in an attempt to remedy the situation (6/24, 6/26, 6/7 and 7/9). I emailed them a video and pictures in an attempt to work with them to solve the problem. At one point I suggested that perhaps installing grommets along the perimeter of the cover might be a viable solution. They responded by sharing that I could install them but if I did so I would void the warranty. Several phone calls and emails to Covers & All have been fruitless. I was informed that my order was a special order and therefore they could not provide a replacement or refund. Given the nature of their business all orders I would imagine are special orders. You pick the material of the cover, the color etc. Although the Escalation Specialist ( ***************************) whom I mainly interacted with was polite, he was not sympathetic to my situation. I have asked for my money back but the best they are willing to do is offer me a 30% discount on my next purchase. Thank you for your assistance in this matter.

  

  Business response

  07/18/2024

  Hello *******, 

  We sincerely apologize for the inconvenience caused to you.

  We always look forward to delivering the cover as per the customer's and product requirements, and we try our best to provide efficient service to every customer. This is very unfortunate that you have faced an issue.  

  Generally, this type of product has a lid to provide a flat surface. Our covers are designed to protect the product, but it seems yours is being used as a lid. The cover was manufactured according to the provided dimensions, but since the outside height (4.5") is smaller than the inside height (from the water level to the hot tub top edge), the water creates a vacuum that pulls the cover down instead of staying up due to the lack of a flat surface over the pool and the provided material nature.

  Unfortunately, we were not aware that there would be no surface over the hot tub/pool and that you would be using the cover directly. 

  Upon receiving your concern on BBB, we noticed that our team has already contacted you via email to address your issue and offer a replacement cover with the necessary details. Please respond to that email so we can proceed with your order.

  If you have any other concerns, then kindly let us know; we will be more than happy to assist you. 

  Thank You. 

  Customer response

  07/18/2024

  I have read their proposal, which is to furnish me with a new cover. I responded to the email asking for the additional cost of the new cover which includes the shipping.  I am waiting for their response.
  Initially when I placed the order I provided them with pictures, a video and measurements of the swim spa. In the last correspondence they shared that they assumed a hard cover would be used on top of the spa and that their cover would be placed over that. That simply is not the truth. A hard flat cover placed over the swim spa would be sufficient and a fabric cover supplied by them would not be needed. This may sound harsh but their unwillingness to admit and accept the error on their end is frustrating. I have spoken to several employees of theirs including the designer, escalation specialists and a manager. All have a different spin on it.  This is the first time anyone has mentioned a hard cover. I will if requested send you all of our correspondences.  My hope in resolving this is for them to return my funds or for them to come up with a cover that will suffice. Thank you so very much for your help in this matter.  Have a great upcoming weekend. Sincerely *******************************

  

  Business response

  07/23/2024

  Dear *******,
  
  We regret to hear about your disappointment.
  
  Upon reviewing your order details, we can see that our team has guided you through the payment process for the replacement and that the payment has been received. Please be assured that we have covered the product cost you paid and only requested charges for the changes required based on your product specifications, along with shipping costs.
  
  Our team has also shared the working drawing of the replacement cover for your reference. Once you confirm all the details, we will proceed with the production process. You will receive tracking details once the product is shipped.
  
  We understand that you shared images when placing the order. However, the images only show the side of the swim spa with height dimensions and not the entire swim spa to get a better idea. We have received all the other videos and full-size images after the product has been delivered. 
  
  However, we will surely consider your feedback in regard to the service to make the customer experience better. We appreciate your cooperation. If you have any other concerns, please let us know, and we will be more than happy to assist you. 
  
  Thank you.

  Customer response

  07/26/2024

  Greetings BBB,

  Thank you for following up with my complaint.  At this juncture a new cover is being made and is officially in the production phase. Hoping it will be shipped within the next week or two. Appreciate your patience and will let you know when I receive it.

  

  Business response

  07/31/2024

  Hello *******, 

  Greetings from Covers&All!

  The replacement cover has been shipped. Please find the tracking number below for your reference.

  FedEx Tracking Number: 277566698021

  If you have any other concerns then kindly let us know, we will be more than happy to assist you. 

  Thank You. 

  Customer response

  08/01/2024

  Greetings Better Business Bureau Representative,

  First and foremost I greatly appreciate your intervention.  Without it I would have never received an appropriate cover for my swim spa. Initially I wanted a refund of my purchase but that didnt fly with them. Instead I was offered a 30 % discount on a future purchase. As it turned out due to your inquiry, the new replacement cover I received yesterday ( I only payed for was shipping) is a much better fit for the spa.  Thank you so much.  It certainly was frustrating dealing with so many emplCoverandall

• Initial Complaint

  07/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have purchased item several times from coversandall.com. When I was looking to purchase something today, something came up that said you get 20 points. I didnt know what the points were so I started looking around, but could not find anything on the website. I looked into my account and found a wallet there it listed a total of 100 points that I have earned. But I could still find nothing anywhere about what the program, how are use them, expiration dates, etc. I chatted with somebody and they told me that they have not set up anything on the website yet, but that my points were all expired, as they do after 90 days. first, I made my first purchase a couple of years ago and I had points listed for that. Second, how can a company give and take away points used for discounts, but does not include anything on their website about it? Looks like I could have saved $60 on todays purchase. But they expired . There should be access to this information.Is it legal to do this?Why would they not peroxide this information on the website? I feel I should be able to use my points, valued at $60 towards the purchase I want to make. I asked the company for this, but they just tell me they are expired. Im attaching all the screenshots of my conversation with support

  

  Business response

  07/12/2024

  Hello *********,

  We are sorry to hear about your disappointment regarding the wallet points and sincerely apologize that our service did not meet your expectations.

  Regarding your concern, whenever we add wallet points to a customer's account, we notify them via their registered email address. This email includes the terms and expiration of the wallet points for clarity. We also send notifications about wallet point debits and expirations with subject lines "Your Wallet Points Have Been Updated" and "Your Wallet Points Have Expired," respectively.

  Additionally, the "General Conditions for COV Wallet" are outlined in our website's Terms and Conditions, which you can find here: **********************************************************. Customers can also view the wallet points details in their registered account on our website.

  Your points have expired as it has not been utilized within the specific timeline. However, as your satisfaction is our priority, we have re-added the expired 40 wallet points to your website account. You should have received an email with the subject line "Weve Credited 40 Points to your Covers&All Wallet," which also includes the wallet terms. Our team will contact you via email with all the details.

  If you have any other concerns, please let us know, and we will be more than happy to assist you.

  Thank you.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I block and report the companys contact as junk. They then text/call/email from different sources. Please remove my email and number from all lists of the company and from lists of companies my info was given/sold to.************ **********************

  

  Business response

  07/02/2024

  Hello *******, 
  
  We are sorry for the inconvenience caused to you. 
  
  We have removed your email address and contact number from our database. Please note that we did not have ********************** in our records, but we have removed ************ and ******************** from our list. Rest assured, we do not share or sell our customers' contact information with any companies. 
  
  If you have any other concerns then kindly let us know, we will be more than happy to assist you. 
  
  Thank You. 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We submitted an order for many custom furniture covers on January 16, 2024 - totaling $1,086.57. We received our order in full, but the two sofa covers (highlighted on the attached PDF) were not built to our specifications. We submitted a claim to receive new covers made to our specifications and we were asked to submit photos and videos to prove the size of the covers we received. Instead of providing a solution, we were met with excuse after excuse of why they couldn't help and trying to convince us we were just using the cover on the wrong piece of furniture. All of our covers were made correctly, so regardless we are still missing two covers that fit the sofas. We had to make our client wait for months for covers they paid for, and since this company provided us with no solutions we had to submit another order using our own money. All of a sudden, Covers and All decided now that we placed a new order that they wanted to remake the old covers and charge us shipping. We requested that they simply proceed with making the new order but refunding us instead and they said the best they could do was a credit. The customer service we experienced is some of the worst I've ever encountered and I'm simply writing this claim to have it on record that they are not a business worth supporting as they are not customer minded in the slightest.

  

  Business response

  05/31/2024

  Hello ********,

  We are sorry for the negative experience you had with us.

  Upon checking the order details, we can see that sofa cover has been processed as per the received order dimensions with the standard leeway as mentioned on the website. This is very unfortunate that you have faced an issue.

  Our team has tried to verify the details; however, we were unable to get the details as requested, showing the taffeta label of the covers in the same video of measuring the covers. Due to that, we were not able to identify the actual product issue. 

  However, as your satisfaction is our priority, our team has offered a store credit for your new order. Upon your confirmation, the store credit has been added to your website account. You can use this credit for your next purchase within 180 days from the date it was added.

  Moreover, as your feedback is important to us, we will surely consider it to make the customer experience better.

  Thank you.

  Customer response

  05/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is fine. I'm sick of fighting with them over something that is very clearly their fault but they won't budge on.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business is a scam. I bought what I thought were enclosed chair covers. I paid for zippers as the enclosure for the bottom of the chairs. I placed an order for $326.11 on 4/21/24. The chair covers only covered 3/4 of the chair and arrived 2 days after they were supposed to, which is useless because I needed it for a move anyway. I tried to call on May 2 and there number is NOT WORKING. It is just a busy signal every time I called. I chatted with the team and they confirmed the number was not working and they could not call me. I was only able to get support through email.The website advertises that the company is in ******* in the ** but my shipment was 2 days late and came directly from *****, on top of being not what I paid for at all. I received an email back from the company saying they are determined to resolve this for me and offered nothing to resolve the issue. I don't want these useless covers. I want to return them and I want a refund.

  

  Business response

  05/09/2024

  Hello *****, 
  
  We are sorry for the negative experience you had with us. 
  
  After reviewing your order, we see you purchased a chair cover. The cover has been made according to the order details we received, following our standard process, which leaves the bottom open. We do not offer fully enclosed covers, even if you select the zipper option. The zipper is just one of the tie-down options we offer for securing the cover or simplifying installation.
  
  As a custom business, we do offer customization. However, if customer have specific requests, they can mention them in the "Any special request for us?" box when placing an order. Unfortunately, we didn't receive a request for a fully enclosed cover.
  
  We certainly offer resolutions when there's an error on our end. However, in this case, we couldn't find any manufacturing issues. Sadly, we don't accept returns because all our covers are custom-made, which is noted on our website.
  
  These covers are typically intended to protect furniture. Unfortunately, we weren't aware of your plans to use them for moving or other purposes. Our contact number, ************, is listed on our website and is functional. It appears you've been in touch with our team, and they've also tried to reach you by phone. Additionally, all our covers are manufactured in *****, as stated in our website's FAQ section at ******************************************. If you have any other questions or concerns, please feel free to contact us.
  
  Thank you. 

  Customer response

  05/10/2024

   
  Complaint: 21681615
  
  I am rejecting this response because:

  1. They did not meet the shipping deadline when I paid for priority shipping. It was to be delivered by 4/30/24 and it was delivered on 5/2/24. These made them useless. 

  2. The image is misleading on their website. I paid additional for the zipper for this to be fully enclosed. 

  3. As I stated before, they do not have a working phone number. The Covers and All team has called me from *****, never from *******. You cannot call them, they can only call you. 

  4. The quality on the covers is poor. There is an awful smell to the covers that even if 1 and 2 were not problems, I would be able to keep this shoddy work. 
  
  Sincerely,
  *************************

  

  Business response

  05/11/2024

  Hello *****, 
  
  We are sorry to note your disappointment. 
  
  As per your concern, the image on the website is also open from the bottom side. You laid the chair down with the cover showing the bottom part open, but if you stand the chair upright, it will resemble the image on the website. 
  
  As mentioned, these covers are typically intended to protect furniture. Unfortunately, we weren't aware of your plans to use them for moving or other purposes. 
  
  Furthermore, after consulting with our team, we've confirmed that our phone number is operational. We're actively receiving calls from other customers. As indicated on our website, all our covers are manufactured in *****. Additionally, to ensure round-the-clock service, our customer support is also based in ******
  
  We regret to hear that you're dissatisfied with the quality of the cover. However, please note that it has been manufactured according to the specifications and material outlined in your order. We observe that you selected the Cover *** material, which is 1000 Denier, PVC Coated Polyester, with a texture similar to Vinyl. To gain a better understanding of the material before making a purchase, we offer the option to request a free material swatch kit. You can find the link for your reference below: ***************************************************
  
  We can understand that there is a delay in delivery, and considering this fact, our team has offered a full shipping refund for the same. Also, as your satisfaction is our priority, they have offered an additional 30% store credit of the order's value along with a shipping refund. However, it appears that this resolution was not satisfactory to you, as it was declined. Therefore, the most recent and best offer from our team is a 25% refund of your order's value, aimed at ensuring your satisfaction as the product has been delivered as ordered. If you agree to this resolution, please confirm, and we will proceed with the 25% refund process.
  
  Thank you. 

• Initial Complaint

  05/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased custom covers for my patio furniture. I provided the sizes provided by the manufacturer ( so I know they were accurate). The covers they sent are not even close to fitting on my furniture. I reached out to tell them I wanted to return. And they have been going back and forth with me asking me to send them all these pictures and videos.. I have complied to the best of my ability (for example they are like the cover must lay completely flat and show measurement).. First of all - they made it, they know the measurement.. Second of all they do not lay completely flat! So every time I send the best pics and videos I can take, they just refuse and tell me to do again. They are just giving me the run around. I showed them a video of the covers clearly not fitting. If they want to remeasure, I told them to send me a label and I will ship them back to them so they can measure them. It has been super frustrating and extremely poor customer service. They are just trying to get me to give up by rejecting everything I send them.

  

  Business response

  05/13/2024

  Hello ******, 
  
  We are sorry for the inconvenience caused to you. 
  
  Upon checking the order details, the order has been processed as per the provided dimensions with the standard leeway as mentioned on the website. 
  
  We can understand that you are facing a fitting issue and are unable to skirt the cover. We've thoroughly examined all the images and videos you've shared. Unfortunately, the videos are not as requested. Also, due to unclear measurements in the visuals, we're unable to pinpoint the exact issue. 
  
  However, as your satisfaction is our priority, we have initiated a refund request for your order. Once approved, it will be processed within 2 business days. Depending on your bank, the amount may take up to 7 business days to reflect in your account.
  
  If you have any other concerns, then kindly let us know; we will be more than happy to assist you. 
  
  Thank You. 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered (2) square Custom Sun Shade Sails with 4 anchor points (one on each corner). The company provided me with drawings of my shade sails to approve prior to production. The company shipped me shade sails that have more than 4 anchor points. There is no option to not use the addition anchor points on the shade sail - the sail will not install correctly without using all the anchor points they put on the sails.They state that because of the size of the shade sails, additional anchor points are required. While I understand that *** be the case, they did not tell me this before they sold me the shades. The drawings they sent me to approve only have (4) anchor points - one on each corner. These were custom shades I ordered for a specific use. There is no option for me to add additional anchor points where I need to install the shades; building code will not allow it. Had they said at any point that the shade sails would differ from the sails they show on their website or that they would be different from the drawings that I approved, I would not have ordered them. I knew my site could not accommodate more anchor points - I chose to purchase from this company specifically because they said they could produce custom 4 corner anchored sail shade in the size I needed. I have contacted the company multiple times, but they refuse to take the shade sails back and return my money. Quite simply, what they provided is not what I ordered, and they cannot provide what they sold me. I would like them to refund my entire purchase. I still have the unused shade sails and am willing to return them if they provide a prepaid shipping label.The purchase order I am attaching shows a total of $3,384.22, but once they started production, they informed me they would be increasing the price. I did not want to fight over it, so I allowed them to charge me a total of ********. They made one charge to my credit card for $ ********.

  

  Business response

  03/05/2024

  Hi *******, 
  
  We are sorry for the negative experience you had with us. 
  
  As a custom business, each customer comes with unique requirements and dimensions. The images on the website serve as a reference, illustrating the curved and straight sides with different materials. The mock-up is designed to showcase dimensions and the specific details chosen by the customer for their order. Regarding your inquiry, it's important to note that the anchor points will vary based on the size selected by customers during the ordering process. 
  
  The order has been placed with 30 feet (360 inches) dimension. Considering the same and as per the past experiences, we include extra anchor points to ensure that customers can install the shade securely, minimizing any potential sagging issues. These additional anchor points are provided for the convenience of our customers, offering flexibility for their specific installation requirements.
  
  Moreover, the pre-sales conversation was just about the material and diagonal dimensions. Regrettably, we were not aware about your specific anchor point requirements. The product has been delivered in accordance with the ordered size and following our standard procedures to prevent any potential sagging issues. Regrettably, we do not take any returns as all our products are custom made. The same is mentioned on the website. 
  
  We've noticed a chargeback was initiated for this order, and it was resolved in our favor. Should you have any further concerns, please don't hesitate to reach out to us. We are here to assist you.
  
  Thank you. 
  Covers&All. 

  Customer response

  03/25/2024

   
  Complaint: 21382996
  
  I am rejecting this response because: Statement: The images on the website serve as a reference, illustrating the curved and straight sides with different materials. The mock-up is designed to showcase dimensions and the specific details chosen by the customer for their order. Regarding your inquiry, it's important to note that the anchor points will vary based on the size selected by customers during the ordering process.

  Reply: This is not truthful. They are a custom shade maker. Once you put your dimensions in and place your order, you are provided with an exact dimension drawing that you must approve before they will begin your order. I previously attached the drawing that they provided, and I approved. I have attached it once more. This drawing shows (4) anchor points. If you are unfamiliar with it, the dashed lines at corners A, B, C, & D are the anchor points. This drawing was the blueprint for the shades I ordered, and the shades they agreed to provide.  
  
  Statement: The order has been placed with 30 feet (360 inches) dimension. Considering the same and as per the past experiences, we include extra anchor points to ensure that customers can install the shade securely, minimizing any potential sagging issues.

  Reply: I did order a 30 shade, but I ordered a 30 shade that installs with (4) anchor points. Because of building and state code, I can only have (4) anchor points in this location. I sought out a company that made a 30 shade with (4) anchor points - what they advertised and sold me (per drawings/blueprints made by them). What they are now saying is that at this size shade, it requires more than (4) anchor points, but they didnt realize this until after they sold it to me, so they added them during manufacturing. The shade does in fact require the (8) anchor points I attempted to install them with just (4) anchor points, and it will not work. I approved a (4) anchor shade. If at any point they had told me it would require more anchor points, I would have told them not to proceed. I am not the one being deceitful it is them. I knew what I needed for my site and ordered just that. They changed what I ordered after the order was approved.
  
  Statement: Moreover, the pre-sales conversation was just about the material and diagonal dimensions. Regrettably, we were not aware about your specific anchor point requirements. The product has been delivered in accordance with the ordered size and following our standard procedures to prevent any potential sagging issues. Regrettably, we do not take any returns as all our products are custom made. The same is mentioned on the website.

  Reply: The pre-sales conversation is NOT just about material & diagonal dimensions. As they mention, their website is full of information. I thoroughly researched their site before placing my order. NOTHING is stated about additional anchor points. The drawing they provided (and I approved) did not note additional anchor points. In fact, this is what their website says: Available in triangle, square, and rectangle shapes, the waterproof sun shades for the patio come with extra accessories. Manufactured to deploy the sail perfectly, Triangle D rings are included at all corners.

  Triangle D rings are included at all corners. They manufactured a sail that must be installed with D-rings at the corners AND halfway between each corner. They advertise a 30 shade sail with (4) point anchors. I approved drawings for and purchased a 30 shade sail with (4) point anchors. All of this could have been avoided if they had simply told me that after looking it over, it would need more anchor points. I would have declined to proceed without any hard feelings. That is not what happened. I am asking for a refund. As to the fact that they dont take returns Im not asking for a return. Im asking for a refund because they did not provide me what they sold me. I was attempting to be kind by offering to let them take back the shades from a business standpoint they can keep them / sell them / whatever they want. I was trying to do the right thing by offering to let them have them back after they refund my money.
  
  Statement: We've noticed a chargeback was initiated for this order, and it was resolved in our favor. Should you have any further concerns, please don't hesitate to reach out to us. We are here to assist you.

  Reply: My first and second attempt to resolve this issue was directly with the company. I tried on two different occasions. They refused. My third attempt was with my credit card company. It was resolved in their favor because Covers & All showed that they delivered a shade. The credit card company didnt take the time to look at or didnt understand the drawings that show the shade I ordered compared to what they delivered. That is why I am now getting the BBB involved. This really is simple I ordered something. They provided something different. They cant provide me what I ordered because its not possible to install it as they advertise it. I have no hard feelings about that. I havent left bad reviews or otherwise badmouthed them, because Im still hopeful that they will do the correct thing. I dont know how else to explain how simple this is. They delivered something different than I ordered. They need to refund my money. Im not trying to get one over on them they can have the shades they manufactured back.

  
  

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

  

  Business response

  03/30/2024

  Hello *******,
  
  We understand your concern that you have mentioned in detail regarding the additional anchor points that *** not be feasible due to location limitations, and we empathize with your situation.
  
  The product has been delivered as per your provided dimensions and other details selected while placing an order, including the 4 anchor points as shown in the working drawing. You can certainly utilize or install the shade with those four corner anchor points. The drawing has been made for the reference showing the dimensions and selected order details. 
  
  The additional anchor points are offered as a supplementary service for the convenience of our customers, aimed at preventing potential sagging issues which should not be consider as a defect as the product is made as per the custom sizes ordered and can be used with four anchor points. Any professional installer would similarly recommend having more than 4 anchors for installing a sunshade of this size (30 Feet) at any location.
  
  Unfortunately, we are unable to provide a refund as the product was delivered according to the ordered dimensions and standard procedures, aligning with customer convenience. Additionally, as a custom business, we do not accept return and the same is mentioned on our website. However, as your satisfaction is important to us, we would like to offer you a $200 store credit to your website account. This credit can be utilized towards your next purchase with us within 180 days from the date it is added. If you agree with this resolution, please confirm so we can proceed with issuing the store credit.

  Thank You.

  Covers&All. 

• Initial Complaint

  02/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with Covers&All in August 2023 for custom-made outdoor furniture covers. I received the covers several weeks later. Since I purchased the covers for winter protection, I chose to keep them boxed until they were needed.I opened the package in early December before a storm and became concerned. I ordered four pieces in the same material and color. Three covers for two chairs and a firepit appeared as expected in the Tuff material and Coffee color, but the fourth cover for an L-shaped sectional was in a thinner material and light yellow. I thought it was odd but decided to install the covers anyway. The first three fit perfectly, but the fourth cover was the wrong shape validating my concern about the material and color. I verified that I ordered the covers correctly, so I provided the escalation team with photographs and a description of my problem thinking the matter would be resolved quickly.The escalation team told me the yellow cover was not made by Covers&All implying that I must have purchased it elsewhere and that I waited too long to report the problem. The team suggested I order a new cover for the sectional. Despite the detailed photographic evidence that I provided, the company is unwilling to honor my request. The company later offered me a 20% discount, which is a paltry solution because that offer is available to any new customer. I am asking the company to produce and ship the cover that I paid for in the amount of $434.88.

  

  Business response

  03/02/2024

  Hello ****,
  
  We deeply regret any inconvenience this situation may have caused you.
  
  Your order consisted of ************** Couch Covers, Custom ************* ****** 14 (QTY - 2), and Square Fire Pit Covers. These four covers were shipped together in one package weighing approximately ***** KG, which was delivered to you on Wednesday, August 30th, 2023. Please note that the actual delivery date for your order was Tuesday, September 5th, 2023.
  
  The issue was reported on Wednesday, January 17th, 2024. In response, we communicated that the cover in question does not belong to us. However, to address your concerns, we requested details to investigate the issue further. Upon receiving the details, we noted that the material and design of the yellow cover differ from the other three covers you received, which fit perfectly (Please refer to the attached image "Different ******s"). Our taffeta label includes a reference order number and product name, whereas the label on the yellow cover contains material information that does not belong to us (Please refer to the attached images "Taffeta Label_Coversandall" & "Taffeta Label_Wong Cover"). Despite our efforts to communicate this to you on several occasions, we understand your dissatisfaction.
  
  We are the manufacturers of covers, and each product label has a unique code with material description. The remaining covers are ours, as each one of them has our code which you can validate.
  
  Additionally, the code ## on the yellow Color cover is from another company, and they have imported it from *****. We can retrieve the import data to identify the batch and importer. However, there is no way that a product from ***** could have been included in our package shipped from our manufacturing unit in *****.
  
  We trust you as intentions are clear for both, and we inquired if the package was tampered with by any chance, although it is unlikely. The package was thrown, and during the call, it was mentioned that it was found intact.
  
  Furthermore, the material with the specifications mentioned on the label of the cover you received is not sold by us. We have thoroughly checked all fabrics offered on our site, and there is no possibility that the cover was shipped from our side. As per our return policy, any issues or requests for replacement of the product should be reported within 7 days of receiving the product. After 5 months, it becomes challenging for any company to verify such issues. Therefore, we have offered a discount for placing a new order.
  
  At Coversandall, we always prioritize the satisfaction of our customers and stand by our products. To resolve this matter, we are offering you a $150 store credit, which you can use towards your new cover. Please let us know if this resolution works for you by replying to the same email thread we sent you. We will proceed with honoring the offer.
  
  Warm regards,

  Customer response

  03/06/2024

   
  Complaint: 21343776
  
  I am rejecting this response because:

  
  I am dissatisfied and dismayed with your $150 credit offer to resolve this matter. It would cover only one-third of the purchase price plus tax, and I should not have to incur any out-of-pocket expense for a product that I already purchased.

  
  I understand your concern about the elapsed time between the delivery date and when I reported the problem; however, the wrong cover was in the box when I opened it. Had I opened the box within seven days of receipt, I firmly believe that your company would have offered the same explanation and disavowed responsibility.
  I also understand your position that your company did not ship the incorrect cover because it was not produced in your plant; however, it is not beyond the realm of possibility that the cover was in your plant for another purpose. For example, it is plausible that your product engineers acquired the cover and others to perform competitive analyses. Regardless, it is reasonable to think that the cover was in your plant for reasons other than fulfilling your orders and was placed in my shipping box accidentally.
  I would not have filed a claim if I were somehow responsible for this problem. I do not have abundant free time, nor am I trying to defraud your company. The only reason I am pursuing this matter vigorously is because I did not get what I paid for, and the outcome thus far has been unjust. Happy to send you back this cover as it is not mine and only came in your box.

  
  I am renewing my request for your company to cover all expenses to manufacture and ship to me the cover that I ordered.

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

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

  

  Business response

  03/12/2024

  Hi ****, 

  We apologize for any inconvenience caused.
  
  As previously stated by our company, if all three covers are in the same box with the correct material, it is impossible for us to have shipped one cover with a different material. Our product testing and implementation departments are separate and there is no possibility of mixing up orders. If there was an error on our part, we would have offered a replacement immediately and taken back the wrong product. We understand your situation and have offered the best resolution possible to help you further.
  
  We take pride in producing customized covers and stand behind our products. The resolution we have offered that is final for this matter.
  
  Regards, 
  Coversandall

  Customer response

  03/15/2024

   
  Complaint: 21343776
  
  I am rejecting this response because:
  
  To whom it may concern:
  
  
  Your lack of willingness to resolve this matter properly is disturbing. I find it incomprehensible that you refuse to consider that something out of the ordinary may have happened that caused this problem. No business operates flawlessly and without exception, but you fail to acknowledge that obvious reality. I have never had the need to file a complaint with the BBB, and I am a consumer who has an exceptional credit score.
  
  
  Despite the delay between my delivery and when I discovered the problem, I never thought that you would not do the right thing, but I was wrong. Since your credit offer of $150 would only cover roughly one-third of the replacement cost, I am asking you to double your offer to $300. This is a fair and equitable solution, especially given that you send me 20-25% discount offers regularly.
  
  
  Please increase your offer to $300 so we can end this debate and move forward.
  
  
  Sincerely,
  *****************************
  **************
  
  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order in October and no longer need the product. I have requested 5 times through their online options to cancel the order. There cancellation option gives a subset of answers and I have always selected it is no longer needed. Yet, they keep trying to get me to talk to them when it is not needed. I do not know how to explain any better and clearer that the product is no longer needed. And they keep closing the tickets saying the matter is resolved with out actually cancelling the order and refunding my payment. If they don't want to provide the option of cancelling it online, they should remove the option.

  

  Business response

  01/12/2024

  Hi ********, we would like to extend our sincerest apologies for not meeting your expectations with our service. We always strive to provide efficient service to every customer, and we regret that we fell short in your case. This was not the ideal experience we want our customers to have with Covers&All. As we can see that the order has been canceled and our team has initiated a refund of your order. The transaction Id is ***************************. However, as your feedback is important to us, we have passed the same to the respective team to make the customer experience better.

*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. ↩