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:12/06/2022

  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 four (4) shade sails from Covers and All, customized to the dimensions of my support posts.Before I ordered, I called the customer service phone number ************. They explained the ordering process. It is an online process which a diagram is provided and six dimensions recorded (2-length, 2-width, and 2-diagonal) for each sail shade. I recorded the exact dimensions required and ordered a quantity of 4.I ordered mounting hardware for each sail, whose dimensions were deducted accordingly, resulting in a shade sail smaller than the desired coverage area. The rep on the phone pointed out this, which I understood. He said that the adjustable dimensions of each hardware set was adjustible from **** inches to accommodate for slight differences of error in measuring.Upon receipt, the dimensions of all sail shades were too short to fit in the designated dimensions provided. I took photos, many emails and phone conversations, even videos of my recording the measurement taking.Each time, the company response was, "we can't help you because there is no evidence of a manufacturing error".I've attached the invoice and drawing of each sail shade. The drawing clearly shows a deduction of 14" from EACH CORNER in the sail shade. THEORETICALLY, it should fit, but the dimensions of the sail are too small to even mount the sails, rendering them worthless to **** called and emailed several times requesting a return/exchange and reorder the product. I wanted to work with someone and place the order over the phone and discuss how I can obtain better coverage. I wanted to discuss ordering the sail shades without deducting the dimensions of the hardware, but never got that far.The order would result in a larger area of material and a higher price. I want to deduct the cost of the original product, return it, and re-order, paying only the difference.I'd appreciate your assistance in achieving this request.Thanks,*******************

  

  Business Response

  Date: 12/08/2022

  We double-checked all of the details and will reship the merchandise after billing the difference for the larger sizes. We have sent an email to your registered email account requesting that you provide us with the exact measurements without any deductions. We'll also provide the schematics before proceeding to the next stage. 

  Customer Answer

  Date: 12/09/2022

  Good morning:

  I tentatively approve the resolution by Covers and All.

  I've responded to the email from *********************************** and copied ******************************* via email.  To avoid any misunderstanding, I have copied verbatim the email with the following conditions for my final approval for the company's resolution:

  I will provide the dimensions requested via email to both the ******************************* and *********************************** emails.
  I expect Covers and All to provide a direct phone number and email to someone familiar with my case, discuss alternatives, and confirm the best resolution.  Id like an actual appointment for the phone call or virtual visit that I can schedule at my convenience.
  I will review the schematics to assure the proper coverage is provided and have more email/phone communications as required..
  Covers and All will submit to me an invoice showing the costs of the new sail shades with the original prices deducted (and updated schematics as required).
  I will pay the difference in the order for the increased area of the replacement sails upon final approval.
  I request expedited shipping from Covers and All at no extra expense to me.
  I will return the original product per instructions from Covers and All if required.  This is for the four (4) shade sails only.  I will keep the hardware.

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

• Initial Complaint

  Date:11/03/2022

  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 9/22/2022 I ordered one outdoor classic roller shade 84" X 52" on order COV1016059201. A few weeks later I received my order which was not the proper size. I received a roller shade that was 84" long and 49 5/8" wide. The width will not cover the area I plan to install this shade - I plan to install 6 of these shades to keep most of the weather (rain) off of my screened in porch. I want to order 5 more of various sizes, but they will not resolve the problem with the first shade. I'm willing to work with this company, but every call I make results in "We will have someone get back to you" and no one does.

  

  Business Response

  Date: 11/10/2022

  Hi ******************, we apologize for the inconvenience this has caused you. As per the latest update, we can check that our team did contact you and offered to replace the product as per the required size. We hope the issue is now resolved. In case of further assistance, you may contact the team via the same email.

  Customer Answer

  Date: 11/11/2022

   
  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:10/31/2022

  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.

  On Sept 6, I went through a long process of designing four covers, the type of cloth, color, dimensions, zipper-style, and what kind of ties (none). When I received the package, to my shock, it was a single cushion, not AT ALL what i designed and paid for. Reading reviews on BBB, I see several people mention, "Read the fine print." I got an email confirmation, and because i was and am still 100% certain I ordered exactly what I wanted, I did not read their confirmation email closely. But, somehow in their system, my order got confused with someone else's. It makes ZERO logical sense that I ordered a white cushion insert. I don't need a white cushion. I ordered light grey cushion covers with zippers and no ties - customizations that are not available when ordering a cushion insert. I have gone back and forth with their escalation specialist, and rather than make my $76 covers (at a cost to them of probably $25), they refuse to admit that THEY or their computer system got my order confused, and they refuse to refund me or deliver my covers without me paying for them AGAIN (with a 25% discount). I want DELIVERY of my four 20"x20"x4" light grey covers with no ties and zipper that doesn't wrap around the edge...just like I ordered.

  

  Business Response

  Date: 11/01/2022

  The order was placed for a SquareCushion Insert (https://www.coversandall.com/square-rectangle-cushion-insert.html) and as described on the website, it is only the insert. The customer states to have placed the order for a Cushion Cover instead the insert. To avoid such issues, we do send an order confirmation email at the time of the order placement. As our products are bespoke, we are unable to accept returns. The customer was also offered a flat 25% discount on a reorder for the Cushion Covers.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18337597
  
  I am rejecting this response because: As you can see, Covers and All is not even reading my pleas or addressing HOW my order was changed.  I say they are not reading my emails because on my October 18th email, I explained 6 times that I ordered COVERS (Plural), twice more on *****, and 3 more times on the 31st.     ELEVEN TIMES I explained that I ordered COVERS (plural) and yet, they report to the BBB that I say I ordered a "cover" (SINGULAR).  They absolutely refuse to address the possibility that somehow my order was switched with someone else's.  This refusal to even consider the possibility that they got it wrong is incredibly wrong.  I've worked in lots of industries where getting orders wrong is just a simple fact of business.   One of their employees on the phone said that in the past there have been orders switched.  He said, "[There must have been a glitch in the system.]"  They absolutely refuse to listen to my logical explanation.  How would I know how to design Cushion COVERS so well?  I chose the fabric, something you DON'T do for an insert.  I chose the color, something you DON'T do for an insert.  I chose the type of zipper for the covers, something you DON'T do for an insert.  I chose "No Ties" (to tie the covered cushion to the chair), something you DON'T do for an insert. 
  
  Maybe "**************" misunderstood his "Escalation Specialist" training and got it backwards - The goal is to DE-escalate, truly look into what went wrong, and give customers what they PAID for.  Let's be real, Covers and All has a *** address, but 100% of their work is outsourced to *****. The cost in dollars to make my covers (for which I paid $76) is probably around $20.  Why will C&A not admit they "MIGHT" have messed it up and make it right, like they say they want to?
  

  I maintain 100% certainty that I designed, ordered and paid for 4 light grey covers, 20"x20"x4", with the zipper NOT wrapping around corners, NO ties.  How they messed it up will remain a mystery, but seeing thousands of negative reviews on TrustPilot, SiteJabber, and the BBB, and having this very unfortunate fiasco proves C&A is corrupt.  To suggest I pay again should be a huge Red Flag.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/03/2022

  I apologize for the inconvenience caused to you, ******. We understand your concern that there are some mishaps with the order you have placed with us. It is unfortunate that we made the order in accordance with the order placed and that you are blaming us that we made a mistake. In order to avoid such issues, we sent out an order confirmation email after the order was placed on our website (please find attached confirmation email), in which cushion inserts were ordered. In addition, we have indicated in the email that you may contact our customer service department within two hours after placing the order if you would like to make any changes to the order. As far as the issue you mentioned now is concerned, we have not received any communication from you. According to the detailed communication, we have provided the best solution we could. 
  
  Furthermore, we are a global business headquartered in Georgia with customers all over the world. The location of our current production unit (*****) is promptly disclosed when inquired.
  
  Thank you

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18337597
  
  I am rejecting this response because: I concede that C&A did in fact send a confirmation email to my wife (Electrikids) that stated that your system had my order as ONE cushion. 1) I had given C&A MY email address, but because I completed the transaction with my wife's Amazon Pay account, the confirmation email went to her.  She knew nothing of me ordering covers and is too busy a businesswoman to read emails she thinks are Spam. The big problem is HOW my order got changed to a cushion.  I don't need a cushion.  I know the difference between a cushion insert and a custom cover.  I did not order a cushion.  Like I have mentioned at least 8 times in these emails that are consuming everyone's time, I am able to describe in great detail your website's Custom Cover software because I ordered custom covers.  You've gone to great lengths to avoid the possibility that C&A could somehow have gotten my order wrong.   One of your phone agents admitted it with no problem, stating that this happens sometimes.   It is bewildering to me why you prefer to waste so many hours denying what is obvious to everyone who listens to my logical explanation.  Why not just send me the covers I want that would cost C&A $25 (or less) in materials and labor.   I mean, I paid for them.
  
  Just to be ****% certain, I just went to your site, found the INSERT page.  It did not familiar at ALL. I did not order anything from the insert page. The Custom Cover site however is exactly as I remember.  Your system got it wrong, you refuse to admit it, and yet keep my money.  It is criminal.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/06/2022

  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.

  We purchased exterior skylight covers from Covers and All on April 2, 2022 for $205.72. We liked the covers and they worked well from July through early September. We even ordered additional skylights on July 30, 2022 ($137.08). I took the covers off the second week of September, and discovered that the tie-downs, which were very cheap white cord, maybe nylon, had disintegrated. When we put the covers on, we thought the tie-downs looked to be of very poor quality. They literally dissolved into short pieces and white powder. Without tie-downs, in our windy country these skylight covers would not stay in place, so they are now functionally useless. My husband wrote to the company on September 17, 2022, to explain the situation. He included a picture of what was left of one of the tie-downs. We heard nothing, so I wrote on October 4, 2022 to complain. I received a reply in the early evening of that same day basically saying there was no warranty on the tie-downs and that their durability depends on where they are used, weather, etc. I replied that given these are outside, it would be reasonable to expect tie-downs to survive weather conditions. They are supposed to protect the interior from sunlight. I received a reply stating that the company was not able to assist us. I feel that it is ridiculous for a company to make exterior skylight covers and not use tie-downs that would withstand outdoor conditions for multiple seasons. I dont understand this, or why the company will not stand by its product. I want the tie-downs replaced with a durable material, which should have been installed in the first place. But, I have no faith that this company will offer any further help. I think if sending the covers back and forth is difficult, the least they could do is refund our money. We will need to purchase new covers somewhere else. I wasnt sure what else to do after the brush off from the company, so Im making a complaint through BBB. I appreciate your willingness to help.

  

  Business Response

  Date: 10/11/2022

  Hello, ******. We regret any inconvenience this has caused you. Your point that the tie-downs need to be strong is very valid because they are crucial when using your cover outside, especially over a roof. The cover is likely to be exposed to the wind, sun, and other environmental factors. Given the high quality of our materials, we recently amended our tie-down policy. Tie-downs are not covered by any warranties or guarantees because their effectiveness depends entirely on the customer's usage, which will determine how and when they are utilized.

  ******, we have more than six years' worth of experience in the custom industry. Our policies are developed in line with the products we constantly develop based on our previous experiences. For the sake of improvement or in consideration of the customer's delight, we always make an exception for our customers. A replacement cover with a different tie-down that would have worked out best for us has been offered to you in replacement. We are awaiting your response so that we may successfully wrap up this.

  Customer Answer

  Date: 10/12/2022

  I have been in email correspondence with Covers and All since I made the complaint to BBB. Their response has changed recently from denying the validity of my complaint to accepting it. Until today, their best offer was to send us a single skylight cover with a different tie-down (as in their message in this location).That doesnt really solve the problem of the other covers, with no tie-downs because the ones they were made with disintegrated after one summer. In our recent correspondence, the company wants more pictures of the covers and defective tie-downs, a photograph of the label in the covers, and wants us to check the later order (never used because these covers arrived after the end of summer) to see if the tie-downs are the same material as the first order. They are actively trying, for the first time since the complaint was launched, to see what went wrong with the tie-downs and if they are defective in the second cover order as well as the first. This is a good sign, that they are finally willing to concede they provided us with a faulty product and that there is now some willingness to make this right. I am still doubtful, given the companys evasive emails and attempt to deny responsibility, that they will replace the covers with the defective tie-downs. Their track record is very bad. I can supply copies of our email exchanges if you wish to see the evolution from the company saying there is no warranty on tie-downs, so if they disintegrate, too bad, to yes there is a problem with the tie-downs and we need to do something about it. This correspondence has been very negative and unhelpful until now, so I am still not inclined to trust Covers and All. I will, however, continue to work with them towards a solution. 

  

  Business Response

  Date: 10/19/2022

  Hello, ******. We sincerely regret any inconvenience. In response to our earlier email correspondence, you acknowledged you had not used them yet, and therefore you would not check them out until the tie-downs did the trick for them, or until the tie-downs were no longer effective. We are currently replacing all four covers from your initial order with one with an elastic at the bottom. We apologize that we may be unable to replace them from your second order since you have yet to use them. 

  We have responded to your email complaint with the best solution we could provide. Please reply and advise us on how we should proceed.

  Customer Answer

  Date: 10/20/2022

   
  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 understand the business will be providing replacement covers for my first order with a different tie-down system at no charge. The second order of covers hasnt been used yet, and should the tie-downs deteriorate like the first order after one season (the tie-downs are made of the same material), I will contact Covers and All with pictures of the problem if it occurs (next fall after the 2023 summer season). 
  
  Sincerely,
  
  B. ****** Field

• Initial Complaint

  Date:09/21/2022

  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.

  Date of Transaction ****** We paid ****** The business add stated the cushion covers are waterproof and would not fade. We had the products for 4 months and my cushion inside the covers are soaked(they have never been wet before) and the material has already faded even though there is a sun shade above.I want a full refund. I never requested for them to reship the product. Why would I if the product leaked and faded the first time. The business did a reship of the item stated they coated the seams. Once someone will sit on the cushion the seams will just work their way loose. They stated they would refund 30%(for a product I could not use at all) They reshiped the product and that product was not accepted by me and shipping company returned the product to them.Order Number #COV1015999555, Paid by my **** Card

  

  Business Response

  Date: 09/28/2022

  Hello, *******. We are sorry for the inconvenience this may have caused. Admittedly, it was an error from our end that the issue was not addressed appropriately and that the reshipment was issued without your knowledge. Regarding leakage issues, our materials are indeed waterproof; however, due to the custom made and stitched nature, there is a possibility that water will seep through the seam. Our team has suggested a cover with all the seams sealed with a waterproofing seam sealant tape that mitigates the issue. Regarding the fading, due to the fabric's construction, there is always a chance that fabric will eventually lose color. It is covered by a 1-year warranty. Although, given that the replacement cover you rejected, we have indeed accepted that it was our mistake and have offered a full refund. We sincerely hope that you have received your refund and are happy with the resolution.

• Initial Complaint

  Date:09/05/2022

  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.

  Company offers promotions that are clearly "bait and switch". They offer a 20% off your initial order promotion for new customers. Promotion text is verbatim as follows: "CoversAndAll: Hi ***********************, Thank you for joining the *** list! Enjoy 20% off your first order with code ?? WELCOME20. Shop Now:https://kvo6.io/0/5sGhW8 Text STOP to opt-out". Company representative claims the promotion is limited to $50 maximum savings yet buries this in fine print. This restriction is no where in the consumer flow of the experience until you go to check out and suddenly are surprised by the charges / discounts. Classic bait and switch. If the promotion is limited to $50 **** they need to state this UPFRONT, and not be sneaky about it. Then when you talk with their customer service people, they just want to argue that it is in the fine print. What a horrible company. What a horrible consumer experience. If this is the way they treat prospective customers, count me out.

  

  Business Response

  Date: 09/07/2022

  ***, We're sorry to hear of your disappointment. The sign-up offer on our home page is denoted by an asterisk (*) or (T&C Apply), indicating that it, like any other offer, is subject to a standard set of terms and conditions. The code was sent via SMS, along with a link that redirects you to this page (coversandall.com/welcome-offer). By clicking the offer image on our home page's main banner ad, you can navigate to the appropriate page that displays this information. Other applicable offers can be found on our website under the "Special Offers" category. If an offer is sent via email, the details are displayed at the bottom of the ad. We hope this information provides much-needed clarity on the subject. 

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17921010
  
  I am rejecting this response because:

  Text message did NOT include any information about specifics of the offer other than 20% off.  AND the link sent to a page which simply emphasized the 20% off offer.  Clearly bait and switch.  This is a deceptive marketing practice and rather than hide behind your small font legal disclaimer, you need to own the restrictions of the offer and not BAIT consumers into a bad experience.  You seem to prefer to BAIT rather than provide good customers service.

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

  

  Business Response

  Date: 09/09/2022

  Hi, ***. We want to underline that the link is included in the text message, and the customer must click on it to view the offer details. The link takes you to the offer page, where the banner ad clearly shows the T&C apply at the right bottom; scroll down the page to see the offer terms and conditions. We apologize if any aspect of the process or offer made you feel that way. We regret the inconvenience. However, we are unable to help you with the discount that exceeds $50. You might also want to check for other applicable offers on our website: https://www.coversandall.com/coupons
  
  The only thing we can do is consider removing your email address from our list, making sure that you won't be receiving any more promotional messages. Sorry again for the inconvenience.

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17921010
  
  I am rejecting this response because: these are misleading business practices and this is horrible customer service.  OF COURSE you should take me off your list but I will not stop alerting others to your deceptive practices.  Clearly you don't realize it is a social media world we live in and one unhappy customer will alert many, many, more than 10 to your deceptive practices.  You have turned down every opportunity to make this right and correct your practices and at every turn you dig your hole deeper.  Keep digging.
  
  Sincerely,
  
  ***********************