• Report: #389811
Complaint Review:

The Cover Guy

  • Submitted: Mon, November 10, 2008
  • Updated: Wed, November 12, 2008

  • Reported By:Stamford Connecticut
The Cover Guy
thecoverguy.com , Ontario Canada

The Cover Guy ,The Cover Guy Still Doesn't Have Me Covered Ontario, Canada

*Author of original report: Finally Covered

*UPDATE Employee: We are here to help

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Bad vibe #1 Like you no doubt, I get nervous when I order something online and my credit card is charged before the item ships. With respect to the spa cover I ordered in early September, the charge went through right away.

Bad vibe #2 When several weeks passed and the cover did not arrive, I learned from the company it took 5 weeks to build, because they told me they had 1,500 spa covers ahead of mine. What a great "recession-proof" business I thought.

Bad vibe #3 They told me shipping would take no more than 12 days once the cover was built. Well if you thought 12 days was a long time to wait on shipping within the USA, so did I (as the company says it's from NY, your payment is converted into Canadian dollars through some office in Ontario, and the goods are reportedly shipped from California). Sounds confusing, huh? As it turned out the shipping took approximately a week longer.

Bad vibe #4 The hydraulic lift ordered with the cover did not arrive. When I inquired about this I learned, many people throw out the lift with the empty spa box. No way...the cover in shoe-horned into the box.

Bad vibe #5 I just learned the Cover Guy Info desk has sent an email to their shipping department to determine the status of the hydraulic lift. At this point, if it was my business, I think I would have had enough respect for the customer, and got an answer from shipping before sending out a "run around" email a couple of days later. Sounds like they are playing the "float game".

Stamford, Connecticut

This report was posted on Ripoff Report on 11/10/2008 03:29 PM and is a permanent record located here: http://www.ripoffreport.com/reports/the-cover-guy/ontario/the-cover-guy-the-cover-guy-still-doesnt-have-me-covered-ontario-canada-389811. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Author of original report

Finally Covered

AUTHOR: Waiting - (U.S.A.)

The hydraulic lift arrived yesterday, one day after I filed my rip-off report and 2 months and a week after my order was placed and my credit card charged. I would suggest to retain customers and attract new ones, the Cover Guy should take immediate steps to improve its internal communication lines, and its coordination with the shipping companies it uses, so customers are not left uncovered and upset.
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#2 UPDATE Employee

We are here to help

AUTHOR: Online Team - (Canada)

We at The Cover Guy understand that purchasing a large ticket item on the internet can be a nervous experience sometimes. We are, and have always been there to help with any concerns that you have.

We do bill upfront as the item you ordered is custom made and was manufactured specifically to your specifications, we appreciate your understanding with that.

You were billed in US funds, and if you were billed anything differently than what you agreed to on your invoice you have a valid concern and we would be most interested in looking into this for you.

We apologize that we are so blind to this particular situation but we have not incurred this issue with any of our other customers.

We are very sorry that you think the cover took too long to make and ship, but as stated on our website, and the email that was sent to you our covers can take 3-5 weeks based on seasonal volume to manufacture. This time of year is our peak season so covers are taking the maximum time.

As for the shipping, we use a shipping company that has consistently provided us with a less than 1% damage rate. On 1500 covers a month, that is a fantastic ratio to keep up and thus the reason we keep using them. It is true that they make take up to 14 days to ship the cover to you, but unlike other companies they do not transfer this fragile cover to many different trucks. Rather they do everything in they can to keep the transfers of your cover to a minimum therefore getting this large cover to you undamaged.

Finally the lifter, we do apologize for this. The lifter not being in the box was clearly a oversight on our behalf and we ensure you that this has been taken care of and is scheduled to ship out on the next shipment via UPS quick delivery. Our main sales office (which is who you have been emailing) is in a different building then the shipping and production department and rather then not responding to you at all, we have a policy that we respond to every customers inquiry within 24 hours.

We do stand behind our commitment to provide superior customer service. We look forward to this opportunity to make this right for you and add you to our list of satisfied customers.
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