Seal Skin Covers Terrible customer support! "Guaranteed to fit", until they don't, with "hassle free exchanges", until you need to exchange one! AND you get to give them a 20% "restocking fee"! Outrageous! Butler New Jersey

 As new boat owners, my husband and I began shopping for covers to protect our boat at the marina and over the winter. I found a website for Seal Skin Covers. The website prominently advertises phrases such as "guaranteed fit", and "hassle free exchanges", and even "easy returns". When I first visited the site, I was offered a live chat with a "knowledgeable product specialist". Yes, I know, it's a lot of quotes so far, but that is exactly what is on the website. I have the screen shots to prove it! I was asked to provide the year and model of the boat. The rep sent a link, which I thought was very convenient, to the exact cover for our boat. It's a cabin cruiser and she explained that the cc in the model stood for cabin cruiser. I also chose a new bimini at the same time, completed checkout with a credit card, and basically felt very pleased with myself. That wasn't so hard! This was early June, the beginning of the season. A couple weeks later the cover arrived. We were so excited that we took it right out to try it on. Not even close. The cover didn't reach the captain's chair, let alone the back of the boat! I got online and searched for the model of boat the knowledgeable rep advised us to order for and it turned out to be a cuddy cabin, not a cabin cruiser...i guess cc doesn't stand for cabin cruiser after all! So, I think, ok, hassle free exchanges...not problem! I immediately contacted the customer service personnel. I filled out a form describing the fit issue (too small and by how much) and asked to exchange the cover. The exchange was approved on June 22 and I printed the label, dropped the package at the UPS location and crossed my fingers. Meanwhile, the bimini arrived. By this time, it has been three weeks from the order date. We opened the box tho put on our new bimini cover and there was absolutely no fabric in the box at all. The metal frame, hardware,and instructions were there, but no cover. Again, I immediately emailed Seal Skin about the problem. I received an apology and they said they'd sent it right out. On July 7 I received an email that the replacement boat cover and missing bimini cover had been shipped. They arrived on July 15. We assembled the bimini and tried it on. It was at least a foot too wide for the boat. Then we tried the cover. It was a no go. STILL too short and it didn't fit over the side rails, which would obviously not keep the weather out. Ugh!! By this time I was pretty disgusted and asked to just return them both for a refund. The bimini ends where they connect to the boat were made of plastic, which would certainly break, and I was just ready to try another company. It had been 5 weeks since the original order, and I just wanted a boat cover and bimini we could use! No problem, right? Easy returns, they said! Nope. Turns out they want a 20% restocking fee on returns. I spent over $500, which means they keep over $100, and I have nothing. I said with they issues, starting with the knowledgeable rep who got the wrong boat from the start, to the bimini cover not being sent, I felt they should waive the fee. That was just not their policy. They were very sorry, but there is no way to do that. The two boxes sat in our kitchen for a week or two while I waited for the free shipping label I was told they'd send. Finally one came to the email. One. Not one for each box, but one. So I put it on the bimini and shipped it out. I requested another one for the cover and asked if I could exchange for another one, since they were unwilling to waive the 20% fee. While I waited for a response I emailed a couple more times trying to resolve the problem. The next email I received was on August -yes, August- 10. It said only "Have you done two exchanges already? Please let us know asap." I was totally taken aback! I responded with a brief explanation of the problem and that I had sent the measurements, along with photos of my actual boat, in the previous email. Today, August 18, I received an email that stated in BOLD PRINT "unfortunately we do not have anything else to send." I have never in my life lodged any sort of complaint against a company. Never. I just find the conduct of Seal Skin Covers so unbelievable. I truly believe they had no intention of following through on their word and the company is sustained by the absurd restocking fee. They get their product back, new and unused, while the customer has nothing in the end. I would appreciate any help you could offer me.