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:12/21/2023

  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 cover with Covers and All. I specified the dimensions of the cover and placed the order. After receiving, the cover was made 2 inches shorter than I specified so did not fit. Covers and All customer service asked that I make a video that showed the measurements with a tape measure. I followed their directions, submitted the video and they then came back and said my video was not sufficient evidence, despite my very specific measuring techniques and video work. It should be noted that I work as a commercial photographer so fully understand how to create proficient videos and still photos. After more back and forth with them, they started to claim new reasons for the inaccurate measurements but put the blame onto me. As such they would try to offer me a replacement cover at a reduced rate, despite the fact that the original problem originated from their incorrect fabrication. After even more back and forth where I patiently explained the issue again and again, they continued to 'smokescreen' over the problem and lie about the sequence of events that led to them incorrectly fabricating my cover. One more subtle thing they did was remove the conversational thread from the previous emails as they presented new reasons for why it was somehow my fault. I began to realize their tactic and asked for a refund and they then went completely silent. This business needs to be investigated for fraud. Thanks for your attention.

  

  Business Response

  Date: 12/23/2023

  Hi *****,  we trust this message finds you well. I am writing to address the recent issue you encountered with our customer support communication and to inform you of the actions taken to rectify the situation. Firstly, we want to extend our heartfelt apologies for any frustration or inconvenience caused by the lapse in communication. We understand the importance of clear and timely support, and we regret falling short of your expectations in this instance.
  
  To address the matter, we have thoroughly reviewed your case, and I am pleased to inform you that a refund has been processed for your order. You should see the credited amount reflected in your account in 5 business days. We appreciate your understanding and patience throughout this process.
  
  We recognize the importance of effective communication and customer satisfaction, and we are taking immediate steps to improve our support systems to prevent similar incidents in the future.
  
  If you have any further questions or concerns, please do not hesitate to reach out to our customer service team at [customer service email/phone number]. We are here to assist you and ensure your experience with us is positive.
  
  Once again, we apologize for any inconvenience caused, and we appreciate your understanding. Thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.

• Initial Complaint

  Date:11/18/2023

  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 mesh shade tarp for a pergola, on the 4th of November, and what was delivered was NOT what was ordered, had a different order number than what I ordered. When I contacted the company with my complaint and a request to refund the money to my credit card, and a request as to how to return the product, all I've gotten is a run around about how they sent what was ordered and there was nothing further they could do. I sent them pictures of the order and delivery packaging invoice...and still they say it is not their fault, I got what I ordered. I ORDERED an open weave mesh cover and received a SOLID vinyl cover that isn't even the correct size I ordered!This company is extremely difficult to work with, an I recommend everyone avoid them like the plague! I want my money back!

  

  Business Response

  Date: 11/20/2023

  Hi ******, 
  
  We apologize for the product not meeting your expectations and for any disappointment caused by our service.
  
  After reviewing the order details, we confirm that you have acquired the *************** ****** 2 with ********************** material, which we have dispatched as per the order details. Kindly refer to the attached invoice and material specification for Tarp **** Additionally, please note that the *************** ****** 2 product does not include mesh material as an option. Find the below product link for your reference. 
  
  ***************************************************************************************************************************
  
  Also, tarp *** is waterproof material, and it does not have the openness like the mesh material. It appears that you intended to purchase mesh material but mistakenly ordered the *** material. We offer a different tarp product with mesh material. Please refer to the product link provided below.
  
  **************************************************************************************************
  
  We processed the order according to the ordered size and standard leeway stated on the website. The order number that you have shown to our team is the reference order number (COV1041869) used for internal purposes, which can be found on the taffeta label and shipping label. The actual order number (COV1016293181) can be found on the packing label of the package.
  
  Furthermore, as we are in a custom business, we do not take returns and the same is mentioned on the website. Also, upon the order placement, an immediate confirmation is sent to the customer's registered email address which consists of all the order details to recheck. Regrettably, we are unable to find any error on our end. 
  
  However, as your satisfaction is our priority, we can provide you with the 20% store credit of the order value to your website account. You can utilize the same with your next purchase with us (within 180 days from the date the credit will be added). If you are fine with the same, then kindly confirm so we can proceed further with the store credit process. Please note that any other available discount will also be applicable with the store credit. 
  
  Thank You. 

• Initial Complaint

  Date:11/09/2023

  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.

  On November 3, 2020 I ordered ************* ****** 21 SKU: PatioSeatingCoverStyle21004 Custom Size 1. Height 59.84"2. Width 45.28"3. Depth 43.31"Fabric Type *************************** Addon Tie Downs Push Clip to Secure Legs $9.98 Grommets No Grommets $0.00 Product Instruction Drawstring /Elastic/Push clip/Push clip with elastic needs to provide on four corners irrespective of size.The website says 3-year warranty. IO contacted the company regarding the fact that the unit won't close, they claim the zipper has a 3-month warranty. No where does the website stipulate this is the case. I purchased the items under the pretense that I would have a proper warranty for 3-year. The company has refused to help and agreed the website in inaccurate. That is called false advertising. On Thu, Nov 9, 2023 at 10:05?AM Covers&All <***********************************> wrote:Hi Seeta,We appreciate your response to the escalation team. We aim to do our best to resolve your issue.We understand that on the website it is mentioned about the warranty of the accessories, however, the 3 and 5-year warranty is for the cover (fabric) not for the accessories or tie-down.We understand as the zipper is no longer working you are unable to use the cover, however, having said earlier as the highlighted part is out of warranty we won't be able to provide you a replacement cover and it is really impossible to provide the warranty of 3 or 5 yrs of the items like zipper, drawstring, etc.We have reviewed your issue again to confirm that we did not overlook anything that might support a more favorable resolution. Regrettably, there is nothing we can add to what has already been stated in our previous correspondence. Although we empathize with your situation, we are truly unable to assist you further in this regard.We sincerely apologize for the trouble caused and are determined to resolve your queries.Regards,********************* Covers&All Escalation Specialist

  

  Business Response

  Date: 11/10/2023

  Hi ***, 
  
  We sincerely apologize that our service does not meet your expectations.
  
  As per your concern, we do not provide the 3-year warranty on the accessories and tiedowns, as it is dependent upon the usage of the cover. We only provide a 90-day guarantee that the product does not contain manufacturing defects, and the same is mentioned in the terms and conditions of the website. Please see the attached screenshot for your reference.
  
  The 3-year warranty is on the material that you have selected. The screenshot that you have provided also includes that the warranty depends on the fabric you choose. Which does not include the tiedowns.
  
  Unfortunately, the zipper warranty time frame has already passed. 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:11/08/2023

  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 September 25th, 2023 I ordered covers for my brand new outdoor furniture. I put he covers on the other day and I am very unhappy with the material. It seems cheaply ,made out of plastic and cost a lot of money. It is damaging my soft oak wood furniture because there is no give or stretch to it. It it a cheaply made inadequate material and i do not want to ruin my new wood furniture. I contacted the company by phone and email asking for a refund and they refuse to give it. I do not want or trust this product and I spent a lot of money on a poorly made product that I do not want to use. Please help me to get a refund so that I may buy a different quality product. Merchant Order ID: *************

  

  Business Response

  Date: 11/09/2023

  Hi ****, 
  
  We are sorry for the negative experience you had with us. 
  
  We acknowledge your dissatisfaction with the cover material. However, based on our review of the order details, you had chosen the cover *** material for your products, which is PVC coated polyester, feels like vinyl and suitable for the moderate weather conditions. The material specifications are provided on the product page under the ************* option. Please refer to the attached material specifications and order invoice for your convenience.
  
  Also, we do provide an option to order a free material sample kit so customer can get an idea about the material and can place an order as per their requirements. Please find the link below for your reference. 
  
  *********************************************
  
  The order was processed according to the provided dimensions and standard leeway stated on the website. For now, we have not found any errors on our end and therefore cannot issue a refund. We have noticed that you are currently in contact with our team. Should you have any additional concerns, our team will thoroughly investigate the matter and provide a resolution supported by valid evidence.
  
  Regrettably, we are unable to accept returns due to the fact that our products are all customized, as stated on our website. 
  
  Thank You. 

  Customer Answer

  Date: 11/11/2023

   
  Complaint: 20842466
  
  I am rejecting this response because:  I am very unhappy with the product that this company has sent me.  It feels and looks like a black plastic hefty bag.  I have soft wood outdoor furniture.  As soon as I put on the outdoor covers, I felt it dig into my soft wood furniture.  I do not want this product.  I do not trust it to protect my furniture for the wet and snowy winter months.  I feel it will damage my furniture.  I am requesting a full refund so I may purchase a high quality product that will protect my furniture. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 11/14/2023

  Hi ****, 
  
  We are sorry to note your disappointment. 
  
  As mentioned previously, we have shipped out the product same as per the selected material same as mentioned on the website. The material is for the moderate weather condition and feels like vinyl. Also, processed the order as per the received dimensions with the standard leeway. Please find the attached invoice copy and material description for your reference. 
  
  Also, we do provide a free sample kit so the customer can get an idea about the material before placing an order. As all our product are custom made, we do not take returns and the same is mentioned on the website.
  
  However, as your satisfaction is our priority, the best we can provide is 20% store credit of the order. You can utilize the same with your next purchase with us (within 180 days from the date the credit will be added). If you are fine with the same, then kindly confirm so we can proceed further with the store credit process. 
  
  Thank You. 

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20842466
  
  I am rejecting this response because:
    I am not a person with an extreme amount of wealth.  I have lived in my home for 21 years without outdoor furniture.  This past summer, I finally saved up enough money to purchase an outdoor set after waiting 21 years to do so.  In order to protect it from harsh weather, I used coversandall.com company and spent $577.00 on covers.  This is a large sum of money for me.  These covers are not the quality that I expected.  They look, smell, feel, cheap and damaging to my furniture.   They are not what I expected.  I do not want to use them.  I am requesting my money back for a product I do not want and do not trust.   I am requesting a full refund.  I need to find another company who sells quality reliable covers for my furniture.  This is causing me mental anguish. They are pulled on my soft outdoor oak furniture and have already made indentations.  Im afrraid they will continue to damage the furniture if I continued to use them 
   
  Sincerely,
  
  *****************

• Initial Complaint

  Date:09/13/2023

  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 ordered 3 pieces of outdoor patio furniture covers - 1 for a sectional couch & two chair covers. The chair covers do not fit. The company claims it is not their fault. They stated the cover will "stretch" over time and the "tight fit" will loosen; problem is, these covers are not even close to fitting.I offered to bring the chair and the covers to their place of business, stating if they can actually get a cover on the chair, I will withdraw my complaint. THEY WILL NOT EVEN ADDRESS THIS OFFER. They continually send me emails that do not answer my basic questions. This is the most frustrating "customer service" I've ever experienced.

  

  Business Response

  Date: 09/14/2023

  Hi ******, we sincerely apologize that our service does not meet your expectations. This is not the ideal experience we want our customers to have at Covers&All. Upon checking the order details, we can see that our team has contacted you to provide you the resolution which you are looking for. Kindly check the email and revert us back so we can proceed further with the order. 

• Initial Complaint

  Date:09/12/2023

  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.

  Placed order on 8/24/23 under order # COV1016250120 for 1 Outdoor Sofa Cover a& 2 Identical Outdoor Chairs. Total cost w/tax was $228.82. Received covers and they are too small in ************* and do not fit over the furniture and cannot be used. The measurements were triple checked for accuracy and I provided photos of the furniture at order entry. As a side note, I used a different vendor 3 years ago and provided the exact same dimensions and their covers fit perfectly. They added enough extra material to assure the covers can be easily installed and removed. Covers & All indicates that they do the exact same thing and I quote "We add 1" -2" leeway on given width/depth for easy pull on/off". Covers & All did not do this.To be ************ called the company the next day and was sent an email with an email address of *********************************** to send any photos, videos etc demonstrating the improper fit. I immediately sent the following: A. Photos of tape measure on furniture showing exact dimensions that I sent with original order were correct. B. Video showing the impossible task of trying to get their covers on the patio furniture. I followed up the next day with a chat and was informed that they did not receive my emails and that I also needed to send "tafetta labels" photos which are the labels located inside the covers. I immediately resent the photos of measurements, videos of the improper fit and the newly requested tafetta labels. Today 9/12/23 I received an email requesting all of the same photos and videos that I had previously sent on 9/7/23 and again on 9/11/23/23 with an additional request to send yet another video of seam to seam measurement showing their error. I sent the additional photo of seam to seam measurement but I am done wasting time on a clear manufacturing error by Covers & All. They simply did not add any "leeway" as their webiste indicates, therefore they do not fit.

  

  Business Response

  Date: 09/15/2023

  Hi *******, we sincerely apologize that our service does not meet your expectations. This is not the ideal experience we want our customers to have at Covers&All. Upon checking the order details, we can see that our team has contacted you to provide you the resolution which you are looking for. Kindly check the email and revert us back so we can proceed further with the order. 

• Initial Complaint

  Date:09/08/2023

  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.

  In late June of this year, I ordered an outdoor sofa cover . When I inquired about what the status of the order was, they indicated that it was on hold ,waiting on further direction from me. When I gave the go ahead, they wanted us verify the measurements. As it was pouring rain we did not go out and put the cushions on to remeasure, just confirmed what we had sent in. After debate back and forth they gave an August 22 delivery. We then received notice that we had to pay more for the changes(there were no changes). We sent that in by card and both amounts were removed from our bank account. The product was not delivered by August 22, nor by September 8.At this point I want my product immediately or my money returned. We missed having covers all summer and now its out of season to order.

  

  Business Response

  Date: 09/13/2023

  Hi *****, 
  
  We sincerely apologize for the inconvenience caused to you. This is not the ideal experience we want our customers to have at Covers&All.
  
  As we are a custom business, every customer has their own product requirements. Considering that, we do provide an option to enter the custom dimensions on the website. Upon checking the order details, we can see that you have placed an order with the by default website dimensions (that we have just shown for the reference). The actual product dimensions may differ to your order dimensions. Due to that our team was trying to reach to verify the measurements (as the dimensions were not match as per the calculation) and we have received your approval on that mock-up. 
  
  However, as per your comment on BBB, we came to know that you have not verified the mock-up dimensions with your actual sofa due to the rain. There might be a possibility that the cover does not fit well as you have not provided or verified your sofa dimensions. Considering that, we have again tried to reach you via email and explained all the details (to reverify the actual sofa measurements) as we do not want you to send the wrong product. Also, tried to call you, unfortunately, unable to connect with you and left the voice message. Please note that we do not want that you face any such a hassle. 
  
  For now, we can see that you have contacted us via call and informed us that you have already provided the approval on the mock-up dimensions and do not want to verify or provide any further dimensions. Considering your approval, we have processed the order further. Once the product is shipped out, you will be notified with the tracking details. 
  
  Thank You. 

• Initial Complaint

  Date:08/15/2023

  Type:Order 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 purchased custom screen doors from Covers & All on 7/10/23. I provided the measurements per their guide: "measure from the ground to the top corner of the space/door", "measure the width within the inner edge of the door". Screen 1: 58" height, 50" width. Screen 2: 42" height, 30" width. I measured multiple times. I studied their ordering guide to be sure the screen doors would fit the area and not be too large or too small. The guide states "1" extra leeway is provided on each side of the door (width) for the Velcro" and "2" Velcro is provided on the top of the screen door". The screens I received were 59" by ****" and ****" by 32". They do not fit the door spaces that I measured. Screen 1: missing 0.5" leeway in width. 1" leeway in height was given, which is not enough for the Velcro to fit above the door. Screen 2: 0.5" leeway in height was given, which is not enough to fit above the door. Their policy states "If our covers come with a manufacturing or dimensional error, then we would request the client to send the pictures of those errors on *********************************** along with some explanation. Once we receive the images and the relevant information, we will quickly send the replacement cover with expedited shipping." I submitted complaints and sent an email. They required me to take videos, which I did. They then said that the product looked wrinkled, which was how it arrived, and that the measurements weren't accurate, so I provided additional videos where my partner and I are pulling the screens taut for measuring. They then told me that "we are unable to identify any fabrication error as the screens are fabricated as per the order confirmation and our standard fabrication process." My complaints are that 1.) The ordering guide is misleading and I assumed that there would be 2" leeway in height for the product to fit. 2.) They are refusing to replace the product that is missing the leeway that should have been provided, per their guide.

  

  Business Response

  Date: 08/21/2023

  Hi *****, we regret the inconvenience this has caused you. We have worked hard to make the order process and the website as user-friendly and transparent as possible. We certainly understand this kind of error can happen anytime while ordering online. As your satisfaction is our topmost priority, we are more than happy to offer a replacement of the products. We request you to let us now the exact finished size that you will require so we can process accordingly.

  Customer Answer

  Date: 08/21/2023

   
  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:08/09/2023

  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.

  An online order was placed on 7/17/23 for a custom fire pit cover. The order was placed using the company's online order form. It was delivered on 7/31/23. We immediately tried it on our firepit and it did not fit as it was not the measurements we sent. We notified the company promptly. Ever since we did that the company has inundated us with numerous requests to prove that the item is incorrect. We assume this is a delaying tactic so they can refuse a refund because we didn't provide proper identification of THEIR error.Order number COV1016211266 Invoice number COV1016233188

  

  Business Response

  Date: 08/16/2023

  Hi *****, we regret the inconvenience caused. We certainly understand that this kind of error can happen anytime while ordering online. Upon reviewing the details, we found the ordered product was a square fire-pit, however, the dimensions provided were not exactly square. The height and depth were interchanged while placing the order. Hence, we fabricated the cover as per the received dimensions. However, as your satisfaction is our topmost priority, our team did offer a 20% discount up to $75 on a reorder. Regrettably, we are unable to find any error on our end.

   

  Customer Answer

  Date: 08/17/2023

  Usually height means from floor/ground to top of an item; for this business it means front of item to back(that is usually a measurement of depth). As we will never order from this business again we will consider our money lost to a very expensive ******* You may close this complaint although we are not satisfied with this company.

  

  Business Response

  Date: 08/20/2023

  Hi *****, we certainly understand your concern, and to avoid these kinds of issues, we have worked hard to make the website as user-friendly as possible. Please check the following link that gives a better understanding on the measurements. Also, it is available on each of our product display pages on the website.

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

  As we manufacture custom covers, we didn't stop or hold your order, it was processed with the same dimensions as received in the order form. We hope this clarifies. If we could be of any more help, feel free to contact us.

  Customer Answer

  Date: 08/21/2023

   
  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,
  
  *********************

  Respond is not acceptable to me but it is to the company. Remove all identifying information for me from your records.

• Initial Complaint

  Date:08/03/2023

  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.

  Custom Order from Covers & All Order #COV1016200328 Order placed 6/28/2023, Total Cost was $163.29 (requesting refund on the Sun Shade Sail only. (Hardware shipped was fine at $65.95)Dimensions were given as per the website directions located at *********************************** received a Waterproof Sun Shade Sail that was not what was specifically ordered, as per the measurements provided.We have made several telephone contacts, chat replies and emails (pictures and videos have been sent) that have resulted in no progress in getting the specific Sun Shade Sail replaced or refunded. We were only offered a 15% discount to reorder again. Well, if they cannot get the dimensions correct the first time, why would I purchase a second one only to get the same result.

  

  Business Response

  Date: 08/04/2023

  Hi ******, we regret the inconvenience this has caused you. We certainly understand your concern, however, upon reviewing the details, we found the order was placed with the accessories, hence, it was fabricated by deducting 14 inches from the diagonal sides as mentioned on our website under the How to Measure option. "In case you purchase accessories, the diagonal length of the sunshade sail will be reduced by 14" from each corner to compensate for the required accessories. This will help to ease the installation process."
  
  *********************************************************************************************
  
  Regrettably, we are unable to find any error on our end. We did check the shared images and also have attached a diagram showing the ordered and the actual measurements. Please check the attached. The best that we can offer is a flat 20% discount if you wish to reorder the product with the correct size. Kindly place the order online and share the order number with us. Also, make sure no other coupon code is applied to the order as we cannot club the discounts.

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20417318
  
  I am rejecting this response because:

  Please see attachment Reply to BBB 8-7-2023.pdf
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/14/2023

  Hi ******, we certainly understand your concern, however, the turn buckle at the fullest setting is 11" and the hook is about 2.3". The image that you are referring to does not show the turnbuckle to its fullest setting. As mentioned in our previous response we request you to check the attached pdf file for a better understanding on the dimensions.

  We certainly understand these kinds of errors can happen anytime while ordering online. The best and the final outcome that we can offer is a flat 30% discount if you wish to reorder the sail with the correct size.

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20417318
  
  I am rejecting this response because:
    See attached pdf.
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/24/2023

  Hi ******, we regret the inconvenience caused. We certainly understand your concern, and your satisfaction is our topmost priority, we are more than happy to offer a full refund for the order. Kindly confirm how you wish to proceed further. We look forward to your response.