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:22/04/2024

  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.

  I purchased a set of seat covers for my F150 in April 2024. When I received the seat covers the package only included a rear set, and I therefore asked to return the item. CoveritCanada said I had to pay a 30% restocking fee to return the item as I had ordered the wrong item. I looked at my invoice and it was completely unclear that the set only included rear seat covers. See the details below from my invoice. Beware of this company, it appears their business model is to trick you on product description, and then charge you a 30% 'restocking' fee when you need to return it, which is close to $200 on a set of covers!!! Note the high number of BBB complaints.My invoice says Product name: "1 x Covercraft 2019-2020 **** F-150 Carhartt SeatSaver Custom Seat Cover, Gravel SSC8490CAGY" (no where does it say rear only). It then says: "Carhartt SeatSaver Custom Seat Cover: 2023 **** F-150 Lightning XLT Second Row With 60/40-split bench seat with 3 adjustable headrests without fold-down armrest/cupholder with center". This mentions 'second row', but this is in a sentence describing the vehicle, and the vehicle does have a second row 60/40 split, so this information appears correct to me. I read my invoice very closely, and confirmed that my truck is as described. No where does it say that the order is only giving rear seat covers, and the photo with the product clearly shows a front seat cover.

  Business Response

  Date: 22/04/2024

  Hello, 

  You have submitted this complaint against the incorrect business. We sell and install commercial buildings. www.coveritcanada.com 

  The company you are dealing with sells seat covers for vehicles.  

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

  Please update your response to the correct business and remove our company information. 

  Thanks,

  ************;

  Business Response

  Date: 29/04/2024

  This customer's order was placed using a configurator. In order to place his purchase, he would have been required, from a drop down menu, to select the year, make, and model of his vehicle. The second set of questions required him to select his submodel, as well as the color of choice. After selecting the color, he was presented with Front Row Seat Style Applications, as well as Second Row Seat Style Applications (in this case, AU or BO). The customer selected AU. 
  As such, even prior to placing the order, the cart showed specifically his selection: A Carhartt SeatSaver Custom Seat Cover: 2023 **** F-150 Lightning SLT Second Row with 60/40-split bench seat with 3 adjustable headrests without fold-down armest/cupholder with center shoulder belt (GY Carhartt Gravel). 
  While the image does portray the front seat, the image comes directly from the manufacturer for color reference purposes only. As these are configurator-selected products, it is up to the customer to ensure that they are selecting the style and color appropriate to their vehicle, which is shown in the cart prior to order confirmation, and again repeated on the invoice. We satisfied this customer's order based on his selection. 

  Customer Answer

  Date: 29/04/2024

   
  Complaint: 21607870
  
  I am rejecting this response because:

  I do not contest that in the ordering process was as the vendor describes. However, they are charging me $174 restocking fee to return the item, and they have not addressed the core of my reason for disputing this charge.

  That is, after my order, I received an email with my order information, along with a request that I review the invoice closely as any returns would have a restocking fee. I reviewed it very closely, and because of the information given on the order information, it was not possible to tell these were rear covers only, so I proceeded. If they are going to charge such a large restocking fee (for items that they had 8 in stock, and therefore did not custom make for me), the onus is on the seller to make the order invoice very clear what the product is.

  I have attached an annotated copy of the invoice. Looking at the invoice, it is reasonable that a customer would not be bale to tell that this is not a full set of seat covers. I only received rear seat covers, and the only reference to 'second row' is nested within a lower bullet point that describes the vehicle. To be clear, 'second row' would be expected within a sentence describing the vehicle, as my vehicle does have a second row, and therefore the text does not clearly indicated that the seat covers do not include the front row covers.

  Moreover, this information comes after seeing an image with the product that shows front seat covers. It is standard practice in ****** for an image of the product to show the product you are ordering, so I do not accept the sellers reason that these images are for 'colour representation only'.

  In summary, it is highly unusual to charge such a large restocking fee, and if doing so, the company should make the invoice and product imagery very clear, which they did not.

  It is not sufficient to say that somewhere in the ordering process I did not tick a box for the front seat covers. The order invoice should stand alone and allow the customer to review their purchase, as the company requests we do.

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