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:12/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 12/23/2024

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

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 12/06/2024

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

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

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

• Initial Complaint

  Date:12/03/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received wrong item. They will not exchange or refund.

  

  Business Response

  Date: 12/10/2024

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

• Initial Complaint

  Date:11/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 12/03/2024

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

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

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

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

• Initial Complaint

  Date:10/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 10/24/2024

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

• Initial Complaint

  Date:09/17/2024

  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.

  Hello to whom it may concern,I am writing today to complain about the business practices of Covers and All. They claim to make their covers custom ordered. My complaint will read the same as mentioned by other complainants. Some covers don't fit. They have a clause in the ordering process that gives them the right to add or subtract 0 -.1" of your provided measurements. the trouble with all this is that the merchandise they sell is stocked sizes from ***** where their private label is attached. when opening a ticket with them to address issue. they write back saying that the covers fit and the consumer measure wrong. I have provided photos with cushion and pillows against a measuring tape to show my case and they still dismiss it and closed ticket. it the same constant complaint from all consumers. These covers can be found on ******, Temu and ******* who manufactures them for private label. the only thing shared in common with all consumers is that we're all stuck with covers and merchandise that quite simply put, "Don't Fit" Since I can get satisfaction from company, I hope this complaint will serve as a initiation to investigate further. Thank you, ***** *********.

  

  Business Response

  Date: 09/23/2024

  Hello *****, 

  We are sorry for the inconvenience caused to you. 

  After reviewing the pillow cover and actual pillow images you shared, we understand that you received the cover 1 inch smaller. As mentioned on website product page, we apply a size variance of 0 to -1 inch in our cushions and pillow categories.

  However, upon further review, it appears that the pillow was measured incorrectly. For your reference, please find the attached "How to Measure?" guide. Instead of measuring the pillow straight across like a cushion cover, it should be measured from the middle seam, over the fluffy area, and ending at the opposite middle seam. This method accounts for the pillow's thickness, which differs from cushion covers that dont have the same fluffy profile.
  
  It seems the pillow was measured flat, without considering the fluffy area, which is why the cover does not fit properly. We provide "How to Measure?" instructions on the product page to help ensure accurate measurements.
  
  Since youve encountered this issue and as your satisfaction is our priority, wed like to offer a replacement pillow cover with the correct dimensions with the 50% of the product cost. Our team has contacted you via email with all the details and resolution. We request you to please revert us back so our team can proceed further with the replacement process. 
  
  Thank You. 

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22299158
  
  I am rejecting this response because:

   

   To BBB,

  Thank you for sending my complaint to Covers&All. I have replied to their email pasted below. I would like this to happen to remedy this complaint. I would like to return the covers bought and replace with covers that will fit my pillows. Covers&All has included in this email specific instructions on how to measure pillows to ensure a good fit. However, these instructions are not specified in detail on their website. I believe if the instructions provided to me using my own photos were understanding. If an example of this were published on their website it may reduce or end the complaints filed by consumers to the BBB which are surprisingly the same complaint over and over. Thank you,

   

  ***** Maldonado 

   

   

   

   

  Hi Covers&All,

  I forwarded this email to the BBB with a suggestion on how to remedy the situation. Please have and open mind when coming to a decision. I believe a lot of good can come from this. The quality of merchandise is good. I will purchase other items in the future. There's just needs to be more clarification on how to measure. Illustration does not provide the needed information. I look forward to hearing your response. Thank you,

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

   

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

  

  Business Response

  Date: 10/03/2024

  Hello *****, 

  We are sorry to learn that you are not satisfied with the resolution provided. 

  As per your concern, we have provided a "How to Measure?" instruction on the website product page just below the "Measurement" section so customers can get a better idea about the same. As a custom business, we will not be able to provide the reference image of the original pillow and show the measurement instructions as every customer has their own or unique pillow shape. Considering the fact, we have provided the standard instructions on the website, which show how the customer needs to measure the pillow. Start from one end of the seam, go all above the fluffy area, and end on the other side of the seam. 

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

  However, if a customer has any concerns, then we have also provided an option to mention the requirements or any concern into the "Any special request for us?" box or upload the measurements images while placing an order. Unfortunately, we have not received any such information with the order, and it has been shipped out according to the standard process and received order dimensions. Moreover, as a custom business, we do not take returns if we are unable to find any manufacturing issue on our end. 

  However, as your satisfaction is our priority, the best we can offer is a replacement pillow covers with the correct dimensions with the 50% of the product cost. We request you to revert us back via the same email so we can proceed further with the replacement process.

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

  Thank you. 

• Initial Complaint

  Date:09/07/2024

  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.

  I ordered a custom outdoor sofa cover from Covers and All (***************************************). I provided exact measurements. In the product description they said they add 1-2" to allow ease of removal and replacement. My covers had less than 1" of extra fabric which makes it very difficult to put them on and take them off. I contacted the company and sent several pictures and videos. They immediately closed my complaint ticket. No refund and no replacement.

  

  Business Response

  Date: 09/12/2024

  Hello *****,
  
  We are sorry for the inconvenience caused to you.
  
  Upon checking the order details, we can see that our team has contacted you and addressed your concerns in detail. Based on the videos you provided, the product appears to fit property and manufactured as per the standard process. However, since you are not fully satisfied, we have issued a 20% refund on the product in question, as per your requirements.
  
  If you have any other concerns, then kindly let us know; we will be more than happy to assist you.
  
  Thank You. 

  Customer Answer

  Date: 09/13/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/09/2024

  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.

  Ordered nine custom sized fence privacy screen panels and only received eight. Missing one of the four foot high by two foot wide panels. Called and was told I needed to file a service ticket so I did. After several days and no response, called again. Was told that ticket hadnt been assigned, but was now. Received an email requesting information that said to respond to it so I did with the requested information. Again, no response. Went online and entered information on service ticket. Several days later I get a response asking for the same information again. I just want my missing panel so I can finish the fence.

  

  Business Response

  Date: 08/13/2024

  Hello ****,
  
  We apologize for the inconvenience you've experienced.
  
  We conduct a quality check on all products before shipping to ensure our customers receive their orders as expected, and we strive to provide fast and efficient service. This is very unfortunate that you have faced an issue. 
  
  While we understand that you are requesting a replacement, we noticed that you have also filed a chargeback and have chosen not to withdraw it until you receive the replacement.
  
  Please note that chargeback procedures have strict deadlines based on the card and service used. Even if we send a replacement and you subsequently withdraw the chargeback, it might exceed the allowed timeframe for responding to a chargeback. Both filing and withdrawing a chargeback are subject to these time limits.
  
  Given these constraints, we regret to inform you that we cannot accept your terms. As a result, we have accepted the dispute, and the disputed amount will remain with you. The case is now closed from our end, and the amount will be credited to your account according to the financial institutions timeline.
  
  However, as your feedback is important to us, we will surely consider making the customer experience better. 
  
  Thank you. 

  Customer Answer

  Date: 08/13/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/30/2024

  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.

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

  

  Business Response

  Date: 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

  Date:07/23/2024

  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.

  Company will not give refund back to me since I don't have tracking number of the 2 orders I returned. - Order numbers:COV1016377991 (5/10/24 $24.73)COV1016368496 (4/26/24 $20.47)I mail returned the two orders clearly labeled the being of June 2024 to this address:******/***** ******************************************************************************************* I have emails going back and fourth saying they are going to pay back the one order and never did. Then I asked them to refund both explaining that the orders didn't come in the size I ordered. And then then told me they couldn't refund me again after they said they would on the one. It just seems like they are using AI and not a person that can actually help me with the refund. I would just like to get refunded for both orders since I also spent shipping cost to mail back. **************** has been really hard to work with.

  

  Business Response

  Date: 07/24/2024

  Hello *******,
  
  We are sorry for the inconvenience caused to you.
  
  Upon reviewing your order details, we found that one order (COV1016368496) was placed with a fixed size and another (COV1016377991) with a custom size. Please see the attached invoice for reference.
  
  Initially, you raised a concern for the fixed-size cover (COV1016368496), which was manufactured as ordered. Although we typically do not accept returns for the fixed-size cover as it was made on request, our team offered to provide full store credit if you returned the cover and shared the tracking details with us. Unfortunately, we did not receive any tracking number to track the same.
  
  Despite this, we are committed to your satisfaction and have initiated a refund request for the fixed-size cover (COV1016368496). Once approved, the refund will be processed within 2 business days and may take up to 7 business days to reflect in your account, depending on your bank.
  
  Please note that we do not accept returns since all our covers are custom-made, as stated in our Return & Refund Policy, available at the link below:
  ****************************************************
  
  Regarding the custom size cover (COV1016377991), there was no prior communication about returning this item. Both orders were manufactured according to the provided specifications. As there was no report of any dimensional issue to investigate, we cannot process a refund for the customs cover. 
  
  If you have any other concerns, then kindly let us know; we will be more than happy to assist you. 
  
  Thank you. 

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22030756
  
  I am rejecting this response because:

  -----Original Message----

   

   

  It looks like my complaint was closed.  I was waiting to see if they where going to follow though with refund and it looks like they only refunded me for the one on July 25th for $20.47 for order number Cov1016368496 and they did not refund me for Order number Cov1016377991 for $27.73.

   

  I was waiting to reply as I waited to see if I would receive that refund.  Any help would be appreciated.

   

   

  Thank you,

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

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

  

  Business Response

  Date: 08/07/2024

  Hello *******, 

  We are sorry to note your disappointment. 

  Regarding the custom size cover (COV1016377991), there was no prior communication about returning this item. The cover was manufactured according to the provided specifications. As there was no report of any dimensional issue to investigate, we have not provided the resolution. 

  Also, as mentioned in previous response, we do not accept returns since all our covers are custom-made, as stated in our Return & Refund Policy, available at the link below:
  ****************************************************

  However, as your satisfaction is our priority, we have initiated a refund request of the order (COV1016377991). Once approved 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.
  
  Thank You.