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We purchased a hot tub cover towards the end of May, after many emails going back and forth on the size, we were so frustrated that I asked them to cancel our order. Oh wait, there was going to be a Administrative Fee that we were going to have to pay for The Cover Guy's time and trouble -- really? Anyway, we went ahead and said well okay then, let's put the order through. We were told that a rush, at no cost to us, would be placed on the cover. Well folks that was a month ago and we are still waiting for the arrival of the hot tub cover. I contacted someone different today and received an email stating the cover was shipped on the 13th, and they gave me the tracking information. No apologies, no how could we have served you better, nothing.

I had already stated to the person helping me that The Cover Guy's customer service was horrible, again, no apologies, nothing.

I am so nervous now about what type of condition the cover will be in when we receive it.

I wish I would have looked up these reviews before ordering a cover from The Cover Guy, never again.

Reason of review: Poor customer service.

Location: Silver Spring, Maryland

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Guest

I feel tour pain. They screwed my out of the $50.00 bank fee as well. The said thsat they could supply me with a cover then said" Oh maybe not YOUR cover"Someone at the bank is getting huge dollars per hour

Guest

When an item is purchased on line we do include our terms and conditions for you to read over and tick the box to accept this before proceeding to the check out. This is a standard procedure for almost all online purchases including ours.

We are sorry to hear that you had difficulty measuring your spa for your custom hot tub cover. Unfortunately your posting does not tell us who you are. In reading this, it sounds like a fair amount of employee time was spent with you to guide you for your dimensions.

For our US customers - When your cover arrives to the local depot, a delivery appointment will be made so that you can inspect the box and cover.

If there is any damage we ask you to refuse delivery so we can take care of filing a freight claim.

We are available by phone and by email prior to purchasing to answer your questions including if we can make a cover requiring special needs such as speakers, waterfalls, oversizes, etc. This step would prevent any cancellation fees.

The Cover Guy sells over 22000 covers a year, the reviews here are not all directed towards our company and many are unfounded.

We pride ourselves on our great customer service and receive accolades from our customers.

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