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3.6
Details
The Cover Guy - Unbelievably terrible customer service

Update by user Jun 05

The issue has been resolved to my satisfaction. To be fair, a misunderstanding on my part contributed significantly to my frustration.

Original review posted by user May 31

custom cover purchased in 2015. Became waterlogged last winter. Also stitching is falling apart. I believed there is a 7 year warranty....
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2 comments
TheCoverGuy
#1695787

Hello, Please check your emails, as I believe we have already messaged you from info@thecoverguy.com.

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Review
#1547503 Review #1547503 is a subjective opinion of poster.
Service
The Cover Guy Customer Care
Cons
  • Customer service
  • No customer service
  • Warenty the way they handeled the situation
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
Tags
  • Poor Customer Service Satisfation
Resolved
3.2
Details

Update by user May 20

See my updated comment.

Update by user May 20

After my review went up, I was able to get a refund without the cancellation fee. I'm now satisfied, but it would have been better if they had a less punitive cancellation policy like the one I got from the company that I eventually ordered from...

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1 comment
TheCoverGuy
#1686550

Hello, Thank you for letting us know about your recent experience with The Cover Guy. I apologize if our service did not meet your expectations, and appreciate you taking the time to share your concerns with us.

Please contact us at feedback@thecoverguy.com if the situation isn't resolved to your satisfaction. Sincerely, Anne Customer Care Manager

Review
#1533446 Review #1533446 is a subjective opinion of poster.
Product
The Cover Guy Hot Tub Cover
Pros
  • Website
Cons
  • Cancellation policy
Reason of review
Return, Exchange or Cancellation Policy
Preferred solution
Full refund
Tags
  • Poor Customer Service Satisfation
Resolved
4.2
Details

Update by user Jun 29

Anne refunded my money and sent me my cover! Many thanks to her for doing her job when others didn't! I have been enjoying my hot tub thanks to her and the PC team!

Original review posted by user Apr 23

I bought this cover because it was the best priced and made locally. Over a week after paying (after the...
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1 comment
TheCoverGuy
#1679772

Hello, Thank you for letting us know about your recent experience with The Cover Guy. I apologize if our service did not meet your expectations, and appreciate you taking the time to share your concerns with us.

Our goal is to provide a consistently reliable product and an exemplary level of customer service.

Could you please contact us at feedback@thecoverguy.com so that we can rectify the situation for you? Sincerely, Anne Customer Care Manager

Review
#1520434 Review #1520434 is a subjective opinion of poster.
Service
The Cover Guy Shipping Service
Resolved
3.3
Details

Update by user Apr 25

company called and they said they had upgraded the phone system which gave every one new extension numbers and deleted all old voice mails , they apologized for the lack of communication and were quiet helpful in resolving all my issues. said they were going to...

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1 comment
TheCoverGuy
#1681812

Hello, We are happy to hear you are satisfied with our follow-up. Thank you for sharing your feedback!

It is our pleasure to serve your hot tub needs.

We consider it our privilege to have you as a customer. Sincerely, Anne Customer Care Manager The Cover Guy

Review
#1520125 Review #1520125 is a subjective opinion of poster.
Product
The Cover Guy Cover
Reason of review
Poor customer service
Loss
$500
Preferred solution
Deliver product or service ordered
Resolved
3.5
Details

Update by user Dec 05, 2016

The company is working with me to resolve this situation. Amanda has been very helpful trying to find a solution that works.

Original review posted by user Nov 23, 2016

I bought one of their deluxe model with the vapor barrier. The cover didn't even last 1 year in Southern Idaho, which is pretty mild weather. ...
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Review
#960273 Review #960273 is a subjective opinion of poster.
Product
The Cover Guy Hot Tub Cover
Cons
  • Production quality and inspection
  • Warranty service
  • Vinyl cracked
Reason of review
Warranty issue
Loss
$400
Preferred solution
Send me a new cover and then I'll send back the old one.
Tags
  • Poor Warranty Service
  • Made Incorrectly
Resolved
2.8
Details

Update by user Aug 03, 2015

See comment area . Claire a sales associate with cover guy called me today to resolve this issue she has agreed to send me to foam inserts for my spa cover The cost to me is shipping as this is not covered under any warranty

only cost to me is shipping. I want to tha...

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1 comment
Anonymous
#1015142

Received a call today from Claire a sales assistant with cover guy trying to resolve my problem. I must admit Claire came through for me She's replacing the inserts for my spa cover the only cost me is the shipping cost I want to thank Claire for her rapid response in resolving this. This rapid response obviously causes me to reconsider my position on their customer service good job Claire .

Review
#675096 Review #675096 is a subjective opinion of poster.
Reason of review
Bad quality

Contact The Cover Guy Customer Service

Mailing Address:
The Cover Guy
2315 Whirlpool St #968
Niagara Falls, New York 14305
United States
Phone:
(866) 622-6837
All The Cover Guy Contacts

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