Empire Cover Vehicle Covers. Improper Fit. Poor Return Policy Henderson Kentucky

 Purchased an Empire Cover for a very common vehicle; 2002 Chevrolet 1500 Ext. Cab pickup.  The cover arrived but was almost two-feet too long.  This report involves Empire Covers handling of product returns and their return policy.

Empire Covers Customer Satisfaction Guarranty states: 

'Satisfaction Guarantee.  EmpireCovers guarantees that product you ordered will arrive in new condition, be free of defects and will properly fit the vehicle for which you ordered.'

Empire Customer Service agreed that the purchaser ordered the correct cover, but that Empire may not have a cover that would correctly fit the vehicle.

The cover was returned to the factory, per Empire return instructions, and purchase price was reimbursed.  However, the package was bulky and cost $25.72 via UPS to return.  Empire refused to reimburse return shipping charges.

Empire Cover return policy is written around the the return of product at the customer's request.  It allows customers to return products for any reason.  But, when the error is made by Empire themselves, they should assume the responsiblity of paying for their mistakes.  This unprofessional handling of a relatively common product return reflects poorly on the Empire Cover company.  It shows that their Customer Satisfaction Guarantee is meant to obtain the sale, with no regard at all with complying with their promise.

If I, as the customer, wished to return the product because I had a change of heart, or didn't like the color after arrival, the cost of return shipment would be on me.  But, if EmpireCover was the one who made the mistake, they should act professionally and reimburse the customer.  It is common industy practice.   There are plenty of other quality sources in the market place for car covers.  I would not recommend anyone place their business with Empire Cover.

Thank you.