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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
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
3.9
Details
While we spent several months dealing with someone at customer service we became very frustrated. I decided to write reviews and then We were finally contacted by Claire, an agent in customer service who has assured my husband we will get our issue resolved. I would...
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1 comment
Anonymous
#1465910

This customer situation involved them not receiving the shipping blurb as they had internet problems. Most areas require a delivery appointment in order to inspect the cover before signing that it was received in good condition.

This customer signed for a damaged cover which leaves them responsible for filing a freight claim with the carrier.

The carrier denied their claim as they signed for it plus they threw out the box or at least the driver did. There was no proof where the damages were caused.Yes we did help out this customer with her situation as we try for all our customers.We do prefer customer follows instructions so they can avoid frustrations.Please read the terms on purchase, contact us if any questions.

Review
#1236551 Review #1236551 is a subjective opinion of poster.
Service
The Cover Guy Customer Care
Reason of review
Claire came to the rescue. Credit needs to be given and this lady deserves it.
3.9
Details
Although I am currently satisfied with the quality and delivery of my hot tub cover, as well as the style and proper cover for my region and the videos that help in the measurement and placement of my cover lifter.. BE AWARE that this company is located in Canada and...
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2 comments
Anonymous
#1500910

This is painful to read. I ordered a cover in May, 2018 and now 5 weeks later there is no indication they are going to make/ship it.

What is worse, is that when i asked about the status of the order a few weeks ago, i was told it was shipped in early April, a month before I ordered it. Not only that, but they said it shipped to Florida, but I live in New England. They also claimed they shipped it with Yellow Freight, but a call to that company confirmed they've never seen a shipment scheduled for my address.

Now The Cover Guy people are not returning calls or emails. I have a really bad feeling about this.

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Review
#1217224 Review #1217224 is a subjective opinion of poster.
Product
The Cover Guy Hot Tub Cover
Pros
  • Ease of ordering
Cons
  • Foreign transaction fee
Reason of review
Foreign Transaction Fee
Loss
$17
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

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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