ComplaintsforCovercraft Industries, LLC

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Covercraft customer service is the worst in the industry. Multiple attempts have been made to order product but lead time cannot be promised. It's as if they don't care. This is the worst business customer service department I have ever dealt with. They simply do not care and do not respond to my inquiries on my order.

  

  Business response

  08/05/2024

  Were truly sorry to hear that youve had a negative experience with our customer service and that your concerns have not been addressed in a timely manner. This is certainly not the level of service we strive to provide, and we sincerely apologize for the inconvenience. We value your feedback and want to make things right. I was unable to locate an order or previous contact using your name, email or phone number. Please contact our management team directly with further information and we will prioritize your issue. Your satisfaction is incredibly important to us, and were committed to improving our service based on your experience. Thank you for bringing this to our attention and we look forward to hearing from you.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered seat covers for my husband's truck and they were faulty. The stitching was not connected in some areas and already coming apart in others. The headrests did not fit the front seat nor did the front seat covers properly fit. I returned them, paid for return shipping myself which was *****. The return was shipped out July 17 and I have not heard anything from Covercraft. The total for our order was ******. I have sent emails and have tried to call 10 times over 2 days with no answer waiting more than 15 minutes when the automated prompt says that the average wait time is 6 or 7 minutes. I have now left two voicemail, one for someone in H.R and one for someone in a service department just in the hopes of getting some kind of response. This was the second time we had placed an order with Covercraft, the first was great. This has been terrible.

  

  Business response

  08/06/2024

  Thank you so much for your feedback although we're terribly sorry for the troubles you've experienced. We sincerely apologize for the delay in processing your refund. Unfortunately, we experienced a backlog in a couple of departments that caused an unexpected delay in our usual response time. Were pleased to inform you that your refund has now been posted. We understand how important this is to you, and we regret any inconvenience this delay may have caused.
  Your feedback is invaluable to us, and we are taking steps to improve our processes to prevent such delays in the future. If you have any more questions or if theres anything else we can assist you with, please dont hesitate to get in touch.
  Thank you once again for your patience and for giving us the opportunity to address this matter.

  Customer response

  08/07/2024

   
  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.
  We did not receive the refund for our shipping cost but it is a point that we have decided not to push. Our business with Covercraft is complete. 

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

• Initial Complaint

  07/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I submitted an order for seat covers for my truck totaling $633.97. I received tracking information that some of my items had shipped however when I look at this information, it shows that they are shipping me 3 seat covers for the front of my truck and the rear seat covers have not shipped. I have attempted several times to contact the company by phone and only experience long hold times with no customer service representative answer the phone at all. Most times, the recording states that the current wait time is only 5 to 7 minutes however, I have remained on hold upwards of 20 minutes without anyone answering the phone. I have also attempted to email the company requesting to speak to someone and have received no reply. I would like to speak to someone to ensure that the order they are shipping me is correct and find out when the rest of my items will be shipped to me.

  

  Business response

  07/15/2024

  Thank you for your recent purchase. I wanted to sincerely apologize for the delay in responding to your inquiry. We strive to provide prompt and excellent customer service, and we regret any inconvenience this may have caused you. Unfortunately, we do have a small customer service team and have experienced a large backlog of inquiries, but we do respond as quickly as possible. Your inquiry is important to us, and we are truly sorry for the frustration this has caused you. It appears your order was placed on July 6th, with a 7 day lead time and all items have shipped ahead of the originally estimated ship date. It appears an agent responded to your email earlier this morning but I wanted to follow up with you as well. All of the items on your order have shipped. We have recently launched our new website and understand there is an error with email confirmations reflecting the incorrect parts being shipped but our Team is working quickly to resolve this error as well. Thank you for your patience and understanding. Should you have any further questions or concerns in the meantime, please feel free to reach out to us directly.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint Purchased an ADCO Dual Propane Tank Cover (item 2612) (Amazon) August 12, 2021. The cover is showing signs of deterioration. The cover stated by **** carries a 3 year warranty.An email was sent to ADCO June 8, 2024 inquiring about the warranty procedure, the original Amazon invoice was attached along with pictures of the propane tank cover.This is where the problems begin.On June 21, 2024 I received an email indicating I would have to pay $75.00 (US) for shipping. The original item cost of the cover was $54.94. I contacted ADCO and expressed my concern that why would I have to pay that amount for shipping. Was then advised about an adjusted shipping charge contrary to the email. But was then advised I would have to pay taxes and duty.The problem here is why would I pay 75$ US ($103.00 Cdn) to ship a cover that originally cost $54. Then have to pay taxes on an item that I already paid taxes on in 2021 and then additional duty charges including any and all processing fees by the shipper which I was advised is fedex.Via a phone conversation on June 21, 2024 with ****, I requested a full refund the original tank cover for the $54 - as this would be cheaper even if ADCO was to pay the shipping charge of $75US. In additional to the additional duty and taxes I would have to pay in addition to any processing fees to ***** (brokering fees, admin, etc).With shipping, I estimated all cost with duty, taxes, brokering, etc. to be approximately $155.00 Canadian, if ADCO covered shipping costs I would still be paying approximately $52 Cdn. for other fees.I can buy this tank cover from Amazon for $52.14 plus tax a potential difference of about $7.

  

  Business response

  06/25/2024

  Thank you for reaching out to us regarding your concerns about the warranty process and associated fees for your recent purchase. We understand how important it is for our customers to have clarity on such matters, and we appreciate your feedback. Our warranty policy for all ADCO items require the expense of shipping to be paid although the one-time replacement is issued at no charge. Unfortunately, all items shipped into ****** are subjected to duty or brokerage fees which are unavoidable. In good customer service faith, it appears the cost of shipping was waived to you for this warranty replacement already. 

   We apologize for any confusion or inconvenience this may have caused. Rest assured, we continually review our policies to ensure they are fair and transparent for all our customers. We are here to assist you and address any further concerns you may have. Thank you for your understanding and for being a valued customer.

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a boat cover and selected the boat we had. When it arrived, there were no instruction manual and the box had previously been opened. It was the wrong size and did not fit. We called **************** and sent a new cover and said they would tell us how to return it. No one called or emailed us. When we called them back to find out how to return the original one and get a refund we were now told that we cannot return a custom cover, which this was not a custom cover. We have now asked twice to speak to a manager or owner and have not yet heard from anyone.

  

  Business response

  06/04/2024

  Thanks for your recent purchase with Covercraft although I'm very sorry to hear your issue was not resolved.
  
  In reviewing your order history, it appears the first cover ordered was for a custom-fit under the **Top cover where the 2nd cover ordered was made to go up and over the **Top. We do have a very strict published policy on custom covers as they're made per your order and specifically for the boat entered. We do not stock these items so if they're returned without defect, they are very rarely resold. 
  
  Did you experience a fit issue with the cover? Any images to share? You mentioned the package being opened, was the cover damaged? ****** sent an email to you back on April 3rd through our contact center. Did you receive that message? I've requested the manufacturer to consider taking this cover back for a return since a new order has already been placed. If they approve the return, a 20% restocking fee will apply to the refund and it must be clean and returnable to stock to be accepted or it will be refused. Will you please confirm these conditions of the cover?

  I'll be happy to assist you further. 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought items from the Covercraft website on 4/24/2024 and have yet to receive my full order. The "contact us" number to call for customers **************** does not allow any number prompts to be entered and continues to say it is an "invalid entry"I kept trying different inputs and somehow got connected to the "sheepskin" department and the employee told me that the phone number not working is a known issue and she has had multiple customers call her with the same complaint.I have not received all of my order and the **************** number does not work when the number prompts are entered. Someone from Covercraft should make sure their customer phone line and prompts are working correctly and from speaking with the employee, this is a known issue that is not being corrected

  

  Business response

  05/21/2024

  Thanks for your feedback although we're very sorry to hear your experience has been less than satisfactory. 

  We have indeed implemented a new phone system but receive several hundred phone calls a day without issue. At times, some queues can have longer wait times than normal or suggest call backs unfortunately so if the correct prompt isn't selected during the phone tree, it can route you to the incorrect agent. We're very sorry you were not able to get through and we'll definitely investigate further with our provider. I took a look at your order and all items have shipped and delivered with confirmed tracking and imagery from the ***** carrier. The Weathertech mats were delivered with tracking 741784191384 on 4/29 and the ** shield with tracking 273920595917 on 4/30. They appear to be left at the same address that was entered on the website.

  If you should not have received one of these items, we would recommend checking with surrounding neighbors or reach out to customer support at your convenience. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a dash cover for 90 bucks- it made it here and is of shoddy quality and does not fit as measurements are off all over the place. Just want my money back and to go elsewhere or a suitable replacement that actually has some workmanship put into itat this price I can buy 4 cheap ones and cut it myself

  

  Business response

  04/04/2024

  Thank you for your feedback although we're terribly sorry to hear you're unhappy with the fit of the dash cover. I can see that you've been working with ******** through the troubleshooting and he has mailed the Velcro adhesives to properly secure the dash cover. However, if you choose to return the item, you can use the instructions he has provided and dispose of the Velcro when received. 

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased high end seat covers from Covercraft in February 2024. One of the seat covers was defective and Covercraft has been dragging their feet and has lied to me twice about when I would be seeing the replacement. It is approaching (3) weeks and still nothing. When I try to leave a review on their website, Covercraft blocks it.

  

  Business response

  03/13/2024

  Thanks for your feedback although I'm very sorry to hear you experienced an issue with your seat covers. The review appears to be received, responded to and published directly on the website - I don't see anything blocking it. The replacement order was processed on Feb 22nd and was custom made per your order, since these are not stock products. This replacement piece shipped yesterday and you should have received tracking already. We apologize for the delay and greatly appreciate your patience during this process of resolving the matter.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a part for my Camaro, the part did not fit my car based on there description, I sent photos of serial number and also of the part on the car that did not fit. Email after email was sent trying to get my part returned without paying shipping. Here is there return policy statement. (The cost of return shipping is the responsibility of the buyer unless we the manufacturer deem the product defective. We do not issue refunds on any shipping costs incurred). If it doesn't fit it is defective, isn't it. Any help in this matter is greatly appreciated. ***********************

  

  Business response

  02/16/2024

  We sincerely appreciate your feedback regarding your recent experience with our product. I'm very sorry to hear you're experiencing a fit issue with your custom made front end cover. Unfortunately, it's extremely difficult to understand where the fit issue is occurring from the up-close images provided. We request full images of the vehicle with and without the product installed, so we can review the entire fit in one picture to better understand. I've shared a few images from our gallery with you via email, that show this product installed on your vehicle. The images are a bit dated since this is for an older vehicle, but may be helpful in determining where to place the hooks during installation. Of course, we can send you a prepaid label to have the item returned for inspection and pattern check, but generally unless we deem the product defective in field, we ask that you are responsible for the return shipping. We would like to request that you attempt the installation again using these images as a guide, but if you prefer that we send a label to have the item returned for an in-house inspection, that is an option. If the product is not found to have any defects, a restocking fee will apply to the refund. Please accept our sincerest apologies for any inconvenience you may have faced.

  Customer response

  02/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have explained until I am feed up with back-and-forth trash from this sorry company. I returned this item back to them yesterday with this return RAM # RA323731 for full item refund plus $37.23 shipping for a total of $453.45. See Attachment.
  
  Sincerely,
  RA323731
  ***********************

  

  Business response

  02/23/2024

  Thanks for your reply and we truly apologize for the inconvenience this has caused. As soon as the product has completed the inspection process, we will refund accordingly. For any further questions, feel free to reach out again.

  Customer response

  02/28/2024

  
  Better Business Bureau:
  
   They have refunded my original amount that I paid for the item but not my cost to return it. Just sorry folks! Tried of fighting! ****** learned! Case closed!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order Number: 5837529-903 Shipped On: 2023-12-01 Original Order Date: 2023-11-21 17:12:54 Shipping Address:******************************* ********************************************************************* **************-mobile Tracking Number:627186602857 Custom WeatherShield HP Car Cover, Top Color: Gray, Side Color: Black, Gust Guard Part Number: C18186PX Price: $571.84 QTY: 1 COST: $571.84 Zippered Tote Bag, Color: Black, ************* cost $645.75 Purchased in November to take advantage of sale for use during pollen season in ******* which starts in late January early February. also, this is a new car, and my wife was starting a new position working at home, and therefore wanted to cover her new ****** Outback Onyx XT. When I opened the box, there there was copious amounts of oil or grease on the top of the cover, at least. The cover was so big and stuff turned into a box so small that I couldn't pull it out and inspect it at the time I received it. To put it back in the box. It came in was very, very difficult.On February 1st, I open a complaint. Spoke to a customer service manager ******* in S.C. who advise me to send it back in for inspection . I never heard back. I had to make the phone call. She says this is a very rare instance and it's never seen this happen before and essentially is implying that I am lying. She was to check with a *********************** and equal customer service manager in **********. I never heard from him either. I found an ad that ******* being **************** manager had to call another one who was equal in her position. ******* was very vague including not providing me *********************** phone number and I had to ask three times for his last name. I did nothing to this cover other than open it out of the box. I have purchased other products in the past from Covercraft, but I am stunned by the lack of customer service on a defective product. No one initiated contacting me to resolve this issue.I want a new replacement cover as of the make, color and style.

  

  Business response

  02/14/2024

  We sincerely appreciate your feedback regarding your recent experience with our product. Your opinion is important to us, and we take all comments, whether positive or negative, as an opportunity for improvement. We want to express our gratitude for choosing our product and understand that you encountered some difficulties with the product. Upon reviewing your case, we'd like to highlight that we take the quality and performance of our products very seriously. We invest considerable effort in designing and manufacturing items that are first quality, out the door and during delivery. However, we acknowledge that there can sometimes be unique circumstances that result in unexpected issues. Our top priority is customer satisfaction and despite our inspection results confirming this damage could not have occurred in our facility, we have replaced the order to ship to the original address on file. It appears the customer service manager has previously left voicemails and followed up with emails confirming this information as well. Please accept our sincerest apologies for any inconvenience you may have faced and feel free to contact us directly with any further concerns.

*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. ↩