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:07/26/2023

  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.

  Amazing bad customer service. Impossible to get ahold of. Zero resolution otherwise.

  

  Business Response

  Date: 07/27/2023

  Dear ******, we apologize for any inconvenience caused by our service not meeting your expectations. Our team strives to provide fast and efficient service to all customers, and we regret that you experienced an issue. However, as you have shared your feedback with us, we have shared it with the relevant team, who will be in touch with you via email to assist you further.

• Initial Complaint

  Date:07/17/2023

  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.

  Product ordered June 23rd, on July 5th the product was delayed after customs. Through investigation with ***** directly, they informed me that the sender rerouted a bulk set of shipments including mine from ***** to their personal warehouse in ******* identified as the ************** I've sent multiple emails ** used the only form submission to contact customer service as well as their chat feature, and no one will return my inquiry. The product is lost at this point as ***** has indicated they are no longer in possession, and Covers&All/ The ************* refuses to assist

  

  Business Response

  Date: 07/18/2023

  Hi ****, we are sorry for the negative experience you had with us. Upon checking the details, we can certainly understand your concern. As we can see, upon your confirmation, our team has issued a replacement of the product and reverted you back to the email. If you have any other concerns, please feel free to contact us at the same email.
  
  

  Customer Answer

  Date: 07/18/2023

   
  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:07/15/2023

  Type:Service or Repair 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 made a purchase on covers and all for what I believed to be a black cushion cover. Once I received the invoice which stated the cover was navy blue I called the company within 48 hours to convey that their website was not very clear regarding the color of the cover and I understood that the cover was black. Per their policy, they said that are able to cancel the order. I did not necessarily want a cancellation, I just wanted a black cushion cover. The person on the phone stated that the item was in production and they can not make changes. So I asked them to cancel the order. She said that she will connect me with the cancellation department. The cancellation department then stated that I called too late and was not immediate enough. Additionally, they are not sure the cover can be canceled now. I believed this to be very deceiving as there is nothing stating they can not cancel the item. Additionally, the person I spoke to initially knew the item was in production and stated that it can be canceled. If the matter of fact was that the item could no longer be canceled what was the purpose of the initial agent sending me to the cancellation department.The response from the person in the cancellation department did not corroborate. Moreover, the invoice stated that they would let me know the status of the order and I never received anything stating that the item was going into production and could not be canceled. Lastly, I have enclosed images from the website which clearly do not specify that the color is navy blue.

  

  Business Response

  Date: 07/17/2023

  Hi ****, we are sorry for the negative experience you had with us. Upon checking the order details, we can see that our team has canceled the order and the refund has been initiated from our side. Please find below the transaction ID for your reference. Also, as your feedback is important to us, we have passed it on to the concerned team to make the customer experience better.
  
  Transaction ID: ********

  Thank You. 

  Customer Answer

  Date: 07/17/2023

   
  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:07/13/2023

  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.

  Original order was 7/5/2022. Order was never processed. I received a store credit (for something I never actually purchased) on 10/22/22. On 4/23/23, the store credit was expired by the company. I never ordered or received any merchandise, yet they charged my card and refuse to process a refund. They never produced the cover, so there is no reason for them to have charged my card in the first place. I have made many many calls and sent various emails to correct this situation to no avail.

  

  Business Response

  Date: 07/14/2023

  Hi *********,

  We sincerely apologize that our service does not meet your expectations. Upon checking the order details, we can see that the product design you have ordered does not match the actual product that you want to cover, so our team needs some extra details to make the custom cover. They have contacted you within one day of every comment from your side. Also, we have followed up via email and called on the same. Unfortunately, we have not received any updates.

  
  As mentioned on the website, if there is no activity for a continuous period of 90 days, the order will be automatically cancelled, and the order amount paid by any mode by the user will be transferred to the Stores Credit of the user account. Store credit balances can be used on the entire range of products on our website. It shall be valid for a period of 180 days from the date of credit. Please see the terms and conditions link and attached screenshot for the same. **************************************************** Also, you have been notified of all the action that has been taken on your order.
  
  However, we can understand your concern about the service. As you have shared your concern with us, our team will contact you to provide you with a resolution on the same.

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20315758
  
  I am rejecting this response because the order was cancelled.  I never received any product.  I request a refund.  I dont understand why a refund cannot be processed in this situation.   I understand a store credit when a product has been returned, but in this case no product was produced or shipped and the company has just kept my money.  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/18/2023

  Hi *********, we can understand your concern that the product has not been delivered to you. However, as informed previously via email, you have completed the payment via Amazon Pay, and Amazon will not allow us to refund the amount after 180 days of the order placement. Considering that we can provide you with the full 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). We are also contacting you via email for the same.

• Initial Complaint

  Date:07/05/2023

  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.

  This is regarding a pergola cover ordered from this company on June 15, 2023. Provided the measurements for standard-size pergola 16 x 12. First issue was with grommets: standard is 4; I ordered at every 18. then received email requesting clarification. Spoke with a CSR; unable to get explanation of fee for extra grommets; PER grommet or for all. It seemed odd that 18 and 24 was the same price. Ordered standard 4 grommets. Paid $170.27.Received the cover; does not suit my needs.This would most probably be better suited to a vertical placement.Material is flammable, something not stated in the description. Contacted customer service re: return.Sent photos requested; explained my dissatisfaction with the cover. They have replied it cannot be returned nor can refund be issued because this was a custom order. 16 X 12 pergola cover is NOT custom, nor are the corner grommets (they themselves said this is standard).On their website showing how to measure, the pergola pictured is exactly like mine. There was no customization or personalization to my order.Ive packaged the cover in the package it came in. I purchased this through my credit card. I dont believe I can dispute the charge as I HAVE received the cover; its just not what I needed for my purpose. I want to return it for a full refund. I believe that since they could not explain the grommet situation as described and do not state that the material is flammable, they should also provide return shipping cost. Address on packaging reads:Bayport International (although it was shipped from *****, another omission on their website) ********************************************************************** PH: ************ BUT Ph: # is same as that registered on BBB website: *************, **

  

  Business Response

  Date: 07/13/2023

  Hi *********, we regret the inconvenience this has caused you. We have worked hard to make the website as user-friendly and informative as possible. We deeply regret the bad experience you had with our customer support representatives. We recognize that our staff was ineffective in addressing your problem and did not give the quality of service that you had come to expect. We take great satisfaction in providing our all every day to give prompt and courteous service to every client, but we fell short in this case. We apologize profusely for this.
  
  Your feedback is important to us and we have shared your comments with the team. If you face any such issues in the future, please do not hesitate to request a call back from a supervisor. Please be assured that will surely take necessary action against all those involved. Stringent feedback has already been shared from our end.
  
  We have checked all the details including the chat and the call conversations. We were also able to check that all the necessary information was shared for the grommets and pricing over the call. Also, we did inform you that we do not provide bungee cords. Upon your confirmation, the order was processed with grommets at 4 corners only.
  
  The material is highly UV resistant and will not deteriorate in the sun. The Tarp *** is made of 12 OZ **** Denier PVC Coated Polyester and has a 3-year warranty. You can always reach out to us if you have any problems with the material. We will look into it as soon as possible.
  
  Please review the information below and let us know how you would like to proceed.
  
  1) We will provide the extra grommets free of charge, and you may have them punched on the cover by any local upholstery shop.
  2) We will send you a swatch kit so you can go over all of the available fabric options and let us know which one you prefer; we will replace the cover at no additional cost.
  3) A complete refund in the form of Covers&all store credit applied to your account. It can be used with any other valid coupon code for a future purchase.
  
  We also tried to reach you over the phone, but unfortunately, ended up leaving a voicemail. We await your response to proceed further with the order.

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20278862
  
  I am rejecting this response because:
  Unless youre a chemist, you would not know from the description of the material that it is flammable until you read the tag on the product AFTER youve received it. ( there is no picture on the website of this label). I did not receive any voice mail on my cellphone which I believe is the only number I provided to the company. The product does not meet my expectations as I cannot use it for the purpose for which I intended. I am unwilling to go through the hassle I encountered when speaking to CSR about this product; therefore, I would not want another product from this same company? And I will not  more incur more expense having grommets installed which will still not solve the issues.
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/18/2023

  
  Hi *********, we certainly understand your concern, as mentioned earlier, the product is custom made and we won't be able to restock it. We have submitted a refund request on your behalf. 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. We hope the issue is now resolved. If we could be of any more help, feel free to contact us.

  Customer Answer

  Date: 07/18/2023

   
  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. They responded that they will issue a refund. Since I paid by credit card, I assume that is where the refund will show up.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 08/08/2023

  Complaint: 20278862
  
  I am rejecting this response because:

  Re: complaint ID ******** To date, I have not received a refund that Covers and All has agreed to issue.

  The credit should have appeared on my credit card as this is how I paid for the product.

  Sent from ******************************* (*******************) 

   

   Sincerely,

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

  

  Business Response

  Date: 08/10/2023

  Hi *********, we deeply regret the inconvenience caused. A refund request was generated for the paid amount, but unfortunately, it didn't get processed due to unfortunate circumstances. We have now refunded the order in full via Transaction ID: *****************. It may take up to 3 business days to reflect in the source account. You may also check the same with your bank/card provider. We hope the issue is now resolved. If we could be of any more help, feel free to contact us.

  Customer Answer

  Date: 08/10/2023

   
  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,
  
  *******************************

  Apparently there was some snafu with my refund but they have agreed to process it. In 3 days time, I will check the credit card I used for this purchase to see if it has gone through.

• Initial Complaint

  Date:07/03/2023

  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.

  Product not what I ordered and need a full refund

  

  Business Response

  Date: 07/04/2023

  We are sorry to note your disappointment with the product received. Upon checking the order details, we have processed the order same as per the order details and material that you have selected. Please find the attached order invoice for your reference. As we can see that you have contacted us via email, and we have forwarded your concern to the team. They will respond to you on the same email. 

• Initial Complaint

  Date:06/06/2023

  Type:Sales and Advertising 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.

  The company indicates that it is in *******, ** (**) and that shipping for orders of $99 is free. There is an option for priority shipping to get your order sooner. I ordered a firepit cover and paid for the priority shipping $15.72. I approved the proofs for the design as soon as they were sent. I received an email that my shipping delivery date would be changed from June 6 to June 7. On June 5th I got tracking information showing that the product was departing from ***********, *******, ** IN. I called the company and shared that I had paid for priority shipping as advertised and their advertisement indicated that the items would be shipped from *******. There is no possible way I am getting priority shipping on an item that is coming from ***********, *******, ** IN. As of right now, it appears the item is in *****. I would like to be reimbursed for my priority shipping. There is nothing on the website that indicates orders come from overseas. ***************************************

  

  Business Response

  Date: 06/07/2023

  Dear *****,
  
  We sincerely apologize for any inconvenience caused. Our company is based in *****************, and as stated in our FAQs, our covers are designed in ******. However, they are manufactured in *****. We would like to clarify that although our production takes place in *****, we ensure that we select the fastest available shipping method for all orders sent from there.
  
  At Covers & All, we offer free shipping on orders above $99 and provide various shipping methods on our website, allowing customers to choose a preferred delivery date. Both priority and standard ground shipping options include rush production charges. This means that if you have opted for priority shipping, your order enters production sooner and is processed faster compared to other shipping methods.
  
  We work with ***** as our shipping partner, and typically, it takes approximately 3 business days for shipments from our manufacturing facility in ***** to arrive in *******. However, we must acknowledge that there was a delay in production for your order due to the additional day required to produce the item. This delay was caused by our limited personnel and daily production capacity.
  
  As a gesture of goodwill, we are willing to refund your shipping fee. We kindly request that you contact ** at *********************************** to confirm your acceptance of this offer, and we will proceed accordingly.
  
  Once again, we apologize for any inconvenience this may have caused and appreciate your understanding.

  Customer Answer

  Date: 06/08/2023

   
  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:06/06/2023

  Type:Service or Repair 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.

  Hours spent on chat and phone with customer service did not resolve or even answer my basic questions about delivery delay and possible customer appeasement due to ill-will generated during delay in product production and shipping.They obviously outsource to ***** which causes a comprehension and communication problem with English speaking customers.Did get an email response which was devoid of basic understanding of the issue.

  

  Business Response

  Date: 06/12/2023

  Hi ***, we recognize that our staff was ineffective in addressing your problem and did not give the quality of service that you had come to expect. We take great satisfaction in providing our all every day to give prompt and courteous service to every client, but we fell short in this case. We apologize profusely for this. Your feedback is important to us and we have shared your comments with the team. If you face any such issues in the future, please do not hesitate to request a call back from a supervisor.
  
  As a token of apology, we are more than happy to offer a full shipping refund + 10% of the product cost. Also, the order is in transit. You can monitor the tracking page for the delivery status.
  
  ********************************************************************************************

  Customer Answer

  Date: 06/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is (kind of) satisfactory to me.

  Expected Covers and All to offer a more substantial refund due to the time and effort to deal with this issue. Settling now because it seems like any additional requests will be just as frustrating as before. 

  NOTE: Product has been received and there are no complaints about the product, it exceeded my expectations - BUT -  the issues with customer service communication and conflict resolution continue to be a pain point for me. Was planning to order another product but now..not so sure.

  Thanks for your help with this matter, much appreciated. 

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

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair 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.

  Order # COV1015678334 on 8/8/2020 for grill cover $81.28. Cover Tuff material warrantied for five years. When removing the cover in May 2023 the top was thread bare and leaking after normal use and no damage or abuse. I contacted Covers&All through email on May 26, 2023 to request a replacement and offered to send pictures. Received a response from ************** on May 29, 2023 saying the cover was warranted for 90 days and the 5 year warranty was for material defects only. The web site does NOT clearly or indicate this at all on the description page (********************************************************) and if the material breaks down in two years then it's defective.

  

  Business Response

  Date: 06/02/2023

  Dear *****,
  
  We are sorry to learn that the cover top of the product became threadbare and started leaking after regular use. We understand your dissatisfaction with the response from our customer delight team regarding the warranty claim process, as well as the information provided about the warranty itself. We have taken note of your concerns and have already responded to your email, seeking to provide clarification regarding the warranty information. Additionally, we have requested some additional information from you in order to proceed with the warranty claim for the damage incurred.
  
  However, we regret to inform you that we have not yet received a response from you. We kindly request that you provide us with the requested information as soon as possible. This will enable us to thoroughly investigate the matter and strive to offer you a resolution within the framework of our best abilities and policies.
  
  Thank you for your cooperation.
  
  Best regards,

   

   

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20118877
  
  I am rejecting this response because:

  I will not put the cover back on my grill because it stained/discolored it with the defective material. I would not send a 360 degree movie even if I could. and there is a picture of the tag and it's placement in one of the pictures I attached to the original complaint indicating his is your custom cover.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/06/2023

  Dear *****,
  
  We hope this message finds you well. The purpose of acquiring these details is solely to verify that the product was indeed obtained from Covers & All and that the label on it accurately displays our company name along with a reference number.
  
  Additionally, we would like to address the issue concerning the color you selected, which was stated as Cover Tuff - Gray. Attached to this message, you will find a sample image depicting the front and back of the material. It has come to our attention that there may be a discrepancy between the actual color of the product and the color portrayed in the photos. The images suggest that the product is black, which leads us to suspect that you may have purchased it from a different vendor rather than from Covers & All.
  
  In order to proceed with your warranty claim, we kindly request that you provide ** with the aforementioned information. Failure to do so may result in our inability to settle your claim.
  
  Thank you for your cooperation.

  
  Best regards, 

  Customer Answer

  Date: 06/07/2023

   
  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.
  I apologize for wasting everyone's time, I made a mistake. My daughter pointed out the cover we purchased from Covers and All was for an air conditioner, not the grill.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/15/2023

  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.

  On July 20,2022 I placed an order #COV1016029886 for pillow and cushion covers with Covers & All for ****** dollars. Scheduled delivery was August 4th. However within just a few days I received a phone call from them telling me my measurements were incorrect, that my measurements would not give me the shape I requested. Remeasured, resubmitted and was again told no but this time they gave me the measurements that should be used. I didn't understand how they could tell but they were adamant about being correct and that I was measuring incorrectly. When the covers arrived they did not fit anything and two were the wrong color. I contacted them and have been given the run around ever since, I have sent them everything they have requested including dozens of photos of the cushions in their original covers, without covers, with measuring tapes/yardsticks,photos of the tags etc.They have continually put me offsaying they will get back to me. It is coming up on a year. I just want my money back.They did acknowledge the covers are the wrong size but offered no solution.

  

  Business Response

  Date: 05/20/2023

  Hello, *****. Thank you for reaching out to us regarding your order #COV1016029886 for pillow and cushion covers. We apologize for the inconvenience you have experienced and appreciate your patience throughout this process.
  
  We would like to inform you that we have re-opened your email correspondence and will be connecting with you via email as per your preferred mode of communication. Our team is committed to resolving this issue for you as soon as possible. We understand your frustration and assure you that we are working diligently to provide you with a satisfactory resolution.
  
  Please be assured that we have carefully reviewed all the information and documentation you provided, including the photos and measurements. We acknowledge that the covers delivered to you are the wrong size and that two of them are the wrong color. We apologize for the mistakes made in fulfilling your order.
  
  Our team is currently working on finding a solution for you, and we will communicate the details via email. We understand that you have been waiting for a resolution for almost a year, and we sincerely apologize for the delay and any inconvenience caused.
  
  Once again, we appreciate your patience and understanding in this matter. We will do our best to resolve it promptly and provide you with the appropriate refund. If you have any further concerns or questions, please don't hesitate to let us know via email.
  
  Thank you for your continued support.

  Customer Answer

  Date: 05/22/2023

  I received an email from Covers and All within a few hours of filing my BBB complaint in which they promised to reach out to me as soon as I responded to let them know my choice of communication which I immediately did and then nothing.Now in this communication with you I think they are offering a refund. If indeed they are offering a full refund that would be acceptable. FYI - their email to me was sent from an invalid email so I had to find a workable email address to be able to respond.

  

  Business Response

  Date: 05/24/2023

  Dear *****,
  
  We sincerely apologize for the inconvenience caused by the technical glitch that prevented you from responding to our previous email. We want to assure you that we have received your response and have already addressed your concerns in the email thread that we initiated after your BBB complaint.
  
  Could you please confirm whether you have received our latest email? In it, we have offered a reshipment of your order with the new measurements aligned with your cushion design. As we are currently running out of the gray fabric, we have provided an alternative fabric option that matches your pillow covers.
  
  To ensure that we can resolve this matter satisfactorily, we kindly request that you respond to that email at your earliest convenience. We value your satisfaction and want to make sure we meet your expectations.
  
  Thank you for your understanding and patience. We look forward to hearing from you soon.
  
  Best regards,
  

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20062105
  
  I am rejecting this response because:
  
  Sincerely,after 11 months of waiting I no longer need their product. I want a full refund for unuseable merchandise.
  
  *************************

  

  Business Response

  Date: 06/02/2023

  Dear *****,
  

  We regret to inform you that a refund after a period of 11 months is not possible. Our initial agreement was to offer a reshipment of your product in the event that there was no error on your order. We took great care to ensure that the product was sent exactly as ordered and according to the measurements you confirmed prior to proceeding. Enclosed with this message is the order invoice, which serves as confirmation that the fabric chosen for the cushions and pillows differs. Moreover, during the measurement process, we contacted you via phone call to inform you that the measurements provided do not match the shape of the cushion. However, despite this discrepancy, you confirmed your decision to proceed with the order during the phone conversation that took place on July 25th. We acknowledge our failure to handle your complaint appropriately, resulting in an unsatisfactory resolution and your decision to contact the Better Business Bureau (BBB).

  
  At this stage, we are unable to provide the resolution you are seeking. Nevertheless, considering the inconvenience and trouble you have experienced, we are pleased to offer a reshipment. If you are not satisfied with the reshipment option, we are also willing to provide you with a store credit.
  
  We apologize for any inconvenience caused and appreciate your understanding. 
  Best Regards, 

  Customer Answer

  Date: 06/02/2023

   
  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,
  
  ***********************; I will accept the store credit but let ** get some things straight. This has gone on for 11 months because your responses over that time span were always"we'll get back to you", which literally took weeks and were always in the form of a form letter.. And yes I did agree on the phone to YOUR measurements because your "expert" insisted my measurements were incorrect and the covers would be the wrong shape. At that point I did not feel I had any options, after all you are the manufacturer. Obviously I was wrong. I truly am sorry that this has come to this,as I had ordered from you before and came back  because of your workmanship. Once I reported my problem I felt totally ghosted - intentional or not.Hopefully this ends on a better note.