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:07/08/2025

  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.

  On June 9th 2025 I purchased a cover for an indoor bench seat. The website and the email confirmation from the company clearly showed an indoor bench. After receiving the product it turned out to be made of outdoor material. This is hard and uncomfortable and is most definitely not indoor material. I never used the product nor do I intend to use it. I contacted the company many times. They said no cash refunds are issued. They keep offering me a discount on their indoor fabric that is 3 times more expensive. This is a deceptive bait and switch. I already spent $71.44 for a useless product and they want me to spend another approx. $150.00 for a different product that they say is softer. Since I was deceived once I will not give them even more money for a possible solution. I have uploaded the picture from my original invoice showing the product they advertised.

  

  Business Response

  Date: 07/10/2025

  Hello ******,

  We are sorry for the inconvenience caused to you.
  
  We understand that you are not satisfied with the received material of the cover and were expecting a softer material suitable for indoor use.
  
  Please be assured that the Cover Rite material you purchased is suitable for both indoor and covered outdoor conditions. The material has been shipped as per the specifications mentioned on the website. As it is tear and water-resistant, you may notice a coating on the surface and feel like outdoor material. 
  
  Additionally, we offer a material swatch kit that includes samples of several materials we provide, allowing customers to get a better idea before placing an order. The Cover Rite material is included in this swatch kit. 
  
  ***************************************************
  
  We also offer a different category specifically for indoor cushion covers, as we understand that every customer has unique requirements and preferences.

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

  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.

  We truly value your feedback and will certainly consider it to help improve the overall customer experience. Your satisfaction is important to us, and we hope to have the opportunity to serve you better in the future.
  
  Thank you. 

• Initial Complaint

  Date:06/16/2025

  Type:Delivery 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.

  I ordered 7 cushion covers for my outdoor patio set. When the covers arrived, 6 fit perfectly and 1 is the wrong size. I have had numerous email exchanges with a resolution specialist by the name of ***** ******. I have included pictures of the incorrectly sized cover with a measuring tape. I ordered 7 26.5 length and 21.5 width. 6 of those are correct. These pictures show the correct length at 26.5 but the width is 18 which is not the correct size. This is an obvious manufacturing error and I would like the correct size to be sent.I have also called the company to try to get it resolved and I was told I would be called back within 2-4 hours. I never received a call. Instead, the same resolution specialist emailed me again asking for pictures which I had already provided. I have not received another response since resending the pictures of the incorrect size. I placed this order on 5/21/25 and received it 6/2/25. As of today, 6/16/25, the company has not resolved the issue by sending the correct size.

  

  Business Response

  Date: 06/19/2025

  Hello ********,
  
  We sincerely apologize for the inconvenience caused.
  
  We always strive to deliver products as per the order details and do our best to provide efficient service to every customer. It's unfortunate that you faced an issue.
  
  We can see that our team has contacted you and offered a replacement for the one cover that was affected.
  
  Your feedback is valuable to us, and we will certainly take it into consideration to enhance the overall customer experience. If you have any further concerns, please feel free to reach out to us via the same email thread. Our team will be more than happy to assist you.
  
  Thank you.

  Customer Answer

  Date: 06/21/2025

   
  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:06/10/2025

  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 am writing because this company has misrepresented itself, its product, and is falsely advertising, is not communicating in a timely manner and I would like a refund. 1) Firstly, the address for this company is not *******. The business is being run from ***** as evidenced by the shipping labels and the fact all correspondence is being sent in the middle of the night. 2) All of the delivery information on the website is inaccurate. Items were reportedly delivered over a week ago that have not arrived. 3) I now have issues with multiple orders and the company has not returned my correspondence. Order ID: ************* - Custom Square Ottoman Covers Issue: this item is to open on the bottom to go over a piece of furniture. It opens on the side, which doesn't make sense given that cover is to go over an ottoman. Resolution: $90.43 refunded Order ID: *************- Rectangle Cushion Cover Issue: Poor craftsmanship, including inconsistent seams, being too large and the fabric is advertised as Sunbrella, which it is clearly not as it was compared to multiple Sunbrella samples. Resolution: $195.46 refunded Order ID: *************- Modern Patio Lounge Chair Custom Covers Issue: Despite providing clear measurements, the covers were sewn on a diagonal from the top of the chair to the arms, and the width measurements that were provided were not taken into account at all. Resolution: $176.93 refunded Order ID: *************- Rectangle Cushion Cover Issue: Given all previous issues, I requested this item be canceled. The cover arrived two days ago and is unopened but I am assuming it is also non-Sunbrella fabric. Also, the foam part of this order never arrived. Resolution: $395.95 I hope you are able to help me obtain a refund due to the items not being as advertised, lack of correspondence, and misrepresentation of the company. I have extensive documentation of all items and what is being advertised if needed.

  

  Business Response

  Date: 06/16/2025

  Hello ******, 

  We are sorry for the inconvenience caused to you. 

  As per your concern, please note that it is clearly mentioned in the *** section of our website that all our products are manufactured in *****. Additionally, we are a global business serving customers worldwide.

  Kindly find the order-wise details below in response to the specific concerns youve raised.

  Order ID: ************* Custom Square Ottoman Cover
  The ottoman cover has been manufactured as per the dimensions provided in the order. Please refer to the attached invoice for confirmation. It appears there may have been an error while entering the height during checkout. The order was placed with dimensions of 45" height, 14" depth, and 39" width. Based on the actual ottoman size (likely 14" height with 45"x 39" width and depth), the cover may appear open on the sides, but it is only open from the bottom as per the entered dimensions.

  Order ID: ************* Chair Cover
  We reviewed the manufacturer link you provided on our email conversation, which shows the chair dimensions as 45" width, 39" depth, and 22.5" height with cushions.
  *************************************************************
  
  However, the dimensions submitted with the order were 45" height and 24.5" width. Please find the invoice attached.
  
  Additionally, the selected cover design does not match the actual chair structure. Your chair appears to have no distinct front height (arm height), but such a measurement was provided. Please find the attached marked image highlighting the difference between the selected chair design and the actual product received. This results in a slop from the top to front and fitting issue due to the incorrect dimensions. 
  
  General Notes for Above Orders:
  We do offer the option to upload product images and manufacturer links while placing the order. Unfortunately, we did not receive any such references, and the covers were made strictly according to the dimensions provided. Based on our review, we have not identified any manufacturing error in these two orders.
  
  Our team has contacted you via email to explain the situation, and we can see that the error has been accepted on your end for both of the orders. 
  
  Order ID: ************* Rectangle Cushion Cover
  This order was processed according to the dimensions provided. Please refer to the attached invoice for your reference. The seams and craftsmanship appear to be in line with our standard manufacturing process. However, if you believe there is a manufacturing issue with the dimensions, our team has already reached out to you via email requesting valid proof. Unfortunately, we have not yet received a response on that issue.
  
  Orders: COV1016548140 & COV1016548136 Fabric Concern
  Please note that the Sunbrella fabric used is the same as specified on the website. Kindly find the attached ********* fabric certification for your reference. We assure you that our products come with a fabric warranty. We request you to kindly utilize the received items, and if you face any issues in the future, we will evaluate the concern and offer a resolution based on our warranty terms.
  
  Return & Cancellation Policy
  As all our products are custom-made, we do not accept returns. Additionally, we are unable to cancel orders that have already been delivered. 
  
  All of the orders were shipped according to the received order details. Unfortunately, we will not be able to offer a refund for these orders. However, we are here to assist you with any manufacturing defects or warranty-related concerns that may arise.
  
  Should you have further questions, please dont hesitate to reach outwell be happy to help.
  
  Thank you. 

• Initial Complaint

  Date:06/06/2025

  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.

  Their products are NOT good for audio equipment, contrary to their website.1) BAD FIT. (Now that I have seen that others complained of too tight elastic, I'm appalled they're still doing business as if this new information). I special ordered TWO covers with an elastic bottom to snugly fit around our two sound boards. Because the company portrayed that they have experience with sound equipment, I assumed they would do this well. The elastic is probably my biggest complaint. It is so incredibly tight, I can't get the "too snug" cover around my board at all without the whole thing jutting forward. And even if I wanted to struggle that much to get the cover on, the "give" the assured me I would have is so non-existent, I'm damaging cables trying to put this cover on. I would have to unplug every single cable every week to even try to make this work. 2) When I asked to make sure that the measurements they were asking for would be roomy enough for a well-made sound board cover, I was assured there would be at least 1 inch of give on the sides. That is wildly inaccurate. The cover is incredibly tight. I've now read more low reviews this is actually a VERY common complaint for them: too snug covers with TOO TIGHT ELASTIC - why they haven't addressed this is baffling. Many stating these are not good for audio equipment, as they advertise.3) The website was difficult to use after purchase. Their messaging system did not work.Lastly, when I approached them with my disappointment and concerns, they simply stated that it was not a mistake on their part and would not do anything to alleviate my disapproval of the product. No returns. No exchanges. No refunds. When they did finally conceded, they offered me a mildly offensive $10 store credit (this was after I told them I could no longer do business with them). Unfortunately, I had several other covers I was going to order with them, but now I will be finding a better company. And I cannot recommend their products.

  

  Business Response

  Date: 06/10/2025

  We sincerely apologize for the inconvenience and frustration you've experienced.
  
  We understand how important it is for your covers to fit properly and meet your expectations. As part of our standard process, we do not provide elastic around the full perimeter of covers by default, as this can interfere with proper skirting and usabilityparticularly for sensitive equipment like soundboards. However, as per your specific request, the order was processed accordingly.
  
  That said, we acknowledge your dissatisfaction with the final product and the experience overall. Customer satisfaction is our top priority, and while our production team followed the order specifications, we want to ensure you're treated fairly.
  

  We have processed a full refund for the order via Transaction ID: "**********************************" for the amount of $38.36. We hope the issue is now resolved. We truly value your feedback and appreciate the opportunity to make this right.

• Initial Complaint

  Date:06/04/2025

  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.

  I ordered a cover from the company in the past and it was great. I ordered it by phone. They put everything in and I payed for it. I ordered another cover # 2 on the phone and this time they took the order dimensions and I told them to add a zipper in the middle. My caretaker helped me order the cover. I am not cognitive impaired and the cover arrived with no zipper in place which is ridiculous. I payed good money to them. They are now making cover # 3 for me and I told them not to make the third item until this disagreement is resolved. I said I will cancel the third order and to have my money returned if the cover # 2 problem is not resolved. They are ignoring me and making cover # 3 and keep telling me they will do nothing about cover # 2 and it is my fault.

  

  Business Response

  Date: 06/05/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the inconvenience caused regarding your recent order.

  Upon review, we found that our team had sent the attached quote to your email; however, it appears that the order was not placed using the provided quote, which led to an error in the zipper selection for your cover. To clarify, we have attached both the original quote and the order invoice, highlighting the differences that contributed to the issue.

  At Covers&all, customer satisfaction is our highest priority. In light of this, we would like to offer you a 20% refund to your original payment method, rather than store credit, as a gesture of goodwill. We understand your concerns regarding the third cover currently in production. We have held the order until the issue is resolved. However, we would like to inform you that the fabrication had already begun for the cover. We hope we can work together to resolve this matter promptly and to your satisfaction.

  Thank you for your understanding, and we look forward to resolving this issue to your satisfaction.

• 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.