Anonymous

Did not stand behind the product

this company gets an F with the BBB and it is not a BBB approved business. I have no idea how they get any higher than an F. Worst company to deal with. The supervisor (Amanda) accepts forged signatures on delivery. They do not stand behind their product. My product was damaged and I was told it happens all the time. However, the driver took off before the cover could be inspected and he forged my signature. Amanda keeps saying ..u signed for the damaged cover.. well, I did not. I sent pictures as instructed and called within 5 minutes after he left. They refuse to do anything. Do not do business with this company.
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Cons:
  • Accept forged signature

Preferred solution: Price reduction

User's recommendation: Terrible

Paul A Wnb

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Verified Reviewer

Three months no cover no cover lift

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I ordered a cover and a lift on May 7, 2020. After weeks of trying to contact customer care, it finally arrived on July`16 in a box shipped from Mexico and it was covered with wrinkles and obviously flawed workmanship. The cover lift that I had ordered was not in the shipment. I tried numerous times to contact customer service and finally got in contact and was told that they would find out what happened to my lift and they would replace my cover. I have not heard from them since and don't expect to. Do not purchase from The Cover Guy. You will be sorry.
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Loss:
$700
Pros:
  • Say they offer a great product
Cons:
  • Poor customer service

Preferred solution: Deliver product or service ordered

User's recommendation: Do not but from the Cover Guy

1 comment
Guest

I’m having the same problem. Still waiting for my lift.

I called numerous times and left voice messages. Couple days later got a call from them which said I should be receiving my lift by the end of the week....

and I’m stilllll waiting. Horrible costumer services

Anonymous
map-marker Waverly, New York

Still waiting for my spa cover that I paid for in July 6, 2020

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Ordered a spa cover, paid by credit card. This corrupted company has not responded to my numerous e-mails. Unable to get them by telephone. (NOT SURPRISED)
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User's recommendation: Do not order from this company. If you do, e-mail me at pepperjohnston@***.com and I will share my experience with you. You will definitely change your mind.

Resolved
Ed L Ydi

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Verified Reviewer

Resolved: Undelivered Product

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Updated by user Jul 02, 2020

Company fixed the issue and I have been provided with product or service ordered. The product was finally delivered on 6/30/20.

Original review Jun 27, 2020
On April 17, 2020, I placed an online order for a spa cover and lifter. At that time (and to this date) The Cover Guy was/is quoting a 4-6 week delivery, but they immediately charged my credit card for the new cover and lifter. It has now been more than 9 weeks since my order and The Cover Guy has stopped responding to my emails and has not returned my phone message. My last email from them (2 weeks ago) said they would ship my order the week of June 22nd and would advise me of the shipment. It is now June 27th and no word from them. It appears I will need to notify my credit card company of a fraudulent charge and possibly file a complaint with the New York Attorney General's office. Pretty pathetic.
View full review
Loss:
$504
Cons:
  • Disingenuous business
  • Took my money but have not delivered the product
  • Pathetic customer service

Preferred solution: Full refund

User's recommendation: Do Not Buy From This Company

1 comment
Guest

I'm in the same boat. Order placed April 18th and still nothing.

They've even given me a face/non activated tracking number. Every email response is about how it's been shipped, or on the road, this has been going on for well over a month.

Here we are mid July and I still have nothing. I have contacted my bank a put in a claim for my losses.

Karen D Nnn

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Verified Reviewer

Order Issue

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I placed an order for a new spa cover, website stated Free Shipping. I placed my order, checked out and paid. I got email confirmation of my order. A few days later I get an email telling me I had to pay for shipping overage due to where I live, I live in a city. I emailed and called a few times, finally spoke to customer service, and they were like yup you have to pay. I told her the website stated Free Shipping, she said things have changed and the website isn't able to know that your zip code required additional shipping. I said I wasn't paying for shipping, and she said we can cancel your order for you then. I canceled the order. This was not the first time I have purchased from them and in the past it was fine. Their customer service did not care that they were losing a sale and a customer.
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Preferred solution: nothing

User's recommendation: Order at your own risk.

Jason H Piz

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Verified Reviewer
| map-marker Edmonton, Alberta

Don’t want others going though what I have.

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Before purchasing I reached out to the company and asked how long for a cover because of the pandemic. They replied 3-4 weeks.

I ordered my new cover April 13th, 2020. I was taken back that the next day I got a promotional email for 10% off my next purchase, maybe something you should offer before someone checks out. I then got an email May 3rd saying your cover went into production today. Thought that was unusual as we were already close to 3 weeks since order date.

They said your delivery time of 3-4 weeks doesn't take into account when we put it into production. I didn't think it would take 3 weeks to start making something but so be it. On May 21st they contacted me again saying sorry delays because of covid-19 and high order demand and would be another 4-5 weeks and again offered me a 10% discount on my next order. I asked for a timeline and they got back the next day with 4-5 weeks we are sorry.

May 29th another email saying sorry for the delay. I replied back saying this is ridiculous can you just give me date I can expect my lid instead of a third apology as we are into week 7. On June 1st I actually got a name of a person Amanda whom played the same story of we are so busy, we are sorry. I asked again for a date I will have my cover.

She said I will follow up with production. This was on June 1st. I emailed her back on June 8th a week later saying do I need to wait 2-3 weeks for a simple reply to this question of delivery date? Finally got a response yesterday June 15th saying sorry production missed the order!!!

We are sorry would you like a refund as it will take another 2-3 weeks. Order placed April 13th Today is June 16th. 66 days in transit, several communications, no cover, and they have my cash already.

I asked for an immediate refund and have seen nothing on my end. Absolutely unacceptable service from any company.

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User's recommendation: Don't use them or trust them

Anonymous

90 days, No Cover, Ghosted

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I placed my order for a lifter and cover Early April, my account was charged April 18th. I was told there would be a 5 week delivery.

May 20th I got an email that my cover was in production which I figured was fine, a week to make a cover and ship. April 26th another email stating that my cover was still in production, citing Covid19 as a reason.

Here's my issue with that, I placed my order during the pandemic, social distancing, etc, while I myself was off due to the virus. They should have known their work capacity at the time and given me a longer date than 5 weeks. But whatever, a delay.

By this point I am calling/emailing trying to get information on my delay, when I can get it etc.

with no real progress.

On June 8th I receive an email stating that my cover is on its way to a sorting facility in St.Catharines, should take a week to get there, and will ship out from there.

A week to get from Burlington to St.Catharines? It's a 38 minute drive.

June turns into July and still no cover.

I threaten to cancel and boom, new email.

The email, received 07/02/2020 reads that my cover HAS been shipped 07/30/2020. Interesting, shipped 28 days in the future.

I call them out on this and on 07/06/2020 they assure me it was a system error, my cover was delivered to the shipper on 07/02/2020 and that my order is now at this shippers facility, they tell me the shipping number is good and should be activated in a few days, I should have my cover by the end of the week.

Nothing.

Tracking number still not activated.

Shipper tells me they have received nothing for me or my address from any company.

You know it's bad when they don't even answer the phone, for new sales, shipping, warranty, or status updates.

View full review
Loss:
$783

Preferred solution: Full refund

User's recommendation: Don't do it, go somewhere else.

Ryan B Nmw

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Verified Reviewer

Product Not Received

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Custom cover ordered April 17th, now June 10th and tracking shows cover still in production. An email two weeks ago offered me a 10% discount on my next order for the inconvenience. Perhaps The Cover Guy should reassign the sales staff to the production floor, as this offer is as helpful as the service I have received thus far. I have emailed twice with no response requesting a shipping number or a refund. I would caution anyone going by their website reviews, I suspect they are generated by whoever created the website. Well done sir/maam, you fooled me.
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Cons:
  • Not delivering product orderred
  • Lack of delivery

Preferred solution: Deliver product or service ordered

User's recommendation: Highly caution anyone ordering products from this company.

Joseph S Rei

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Verified Reviewer

Bad product and lousy Customer Service

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We bought a new hot tub cover from the cover guy. Months later the seems start to rip and tear. We called back in Feb 2020 and was told it was under warranty and if we filled out their form paper work and sent pictures they would send a new cover. We did this in March and not one person at the Cover guy has gotten back to us via our emails and telephone voice messages. This is unacceptable custom service on what is a lousy product that has happened to others who bought covers from them. Get back to people wish issues if you want good reviews not negative ones!
View full review
Loss:
$475
Cons:
  • Lousy custom service and so-so quality hot tub covers
  • Frustrating

Preferred solution: Deliver product or service ordered

User's recommendation: be very cautious about ordering and dealing with this company

Anonymous
map-marker Buffalo, New York

When I ordered was told three week to deliver now there telling me 7 to 8 weeks

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Was told three weeks when I ordered. It's been 4 weeks and now i'm being told 7 to 8 weeks. Left three message asking for an update got no response until I sent an E-mail threatening to stop payment on my credit card.
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Anonymous

Charged immediately for cover and a month later still not made

Pathetic customer service. Plain and simple fraud. Pay for something and then the conditions change now they are saying it could be 3 months before my cover ships they refuse to issue a refund. I would have never ordered my cover from them if i would have known it could be that long. I would do business with anyone besides these crooks.
View full review
Loss:
$505
Cons:
  • Fraud

Preferred solution: Full refund

User's recommendation: dont do business with these crooks

Anonymous
map-marker Brighton, Tennessee

Poor service, delays in shipping

Ordered cover (charged my card May 22, 2020). Was told June 4, 2020 there was a $50 over size charge (not on original order/charge). Today, I just got off the phone with SJ - she was so rude. I called and left a message yesterday to find out what the status of my order was. I was told that she would have to call me back if I wanted an exact date. I simply was just checking on my order since I had been told 4 weeks and it's now been 4 weeks. Just really frustrated and disappointed that the staff could not be more friendly or helpful.
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1 comment
Guest

I ordered April 20, still have not received our cover. Getting the run around bad.

They will reply "Right Away" and then nothing.

I have emailed well over 10 times in the last 9 days. Still nothing

Rhys R

There warranty is a scam, don't count on it.

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The Cover Guy - There warranty is a scam, don't count on it.
The Cover Guy - There warranty is a scam, don't count on it. - Image 2
I have just passed my 3rd year of a 7 year warranty and have an issue. The warranty dept will replace at a warranty cost of more than twice the original cost. I could have purchased 2 hot tub covers, one spare and still been money ahead. I am getting a runaround and not happy Rhys
View full review
Loss:
$500
Reason of review:
Warranty issue

Preferred solution: Let the company propose a solution

N S Ygl

Do not use the Cover Guy if you expect service or deliverty of product

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Cover Guy charged my credit card on 10/7 and it is 12/19 and still no delivery of half my order. They have delivered poor service and a horrible attitude. 1.When I first placed the order, they did not email a confirmation email so the order could be finalized. They made a mistake taking my credit card number but did not call me back to resolve. I had to call and ask why I did not receive the email after 24 hours. 2.I tried to check on the delivery date of the cover because it was late, I had a trip planned, they were not polite about the request, I was hung up on. They did not call me back. 3.Hot tub cover was delivered but not the whole order that should have included a lifter. 4.Now, over two months later I still wait for the hot tub lifter to be delivered. It is now winter below freezing and no time to secure hardware to the tub. If it is ever delivered I will have to store it till spring. 5.Your emails have not been promptly responded to, waiting a week sometimes and with attitude. 6.No compensation has been offered but emails with poor condescending attitude.
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Loss:
$200
Cons:
  • Lied about delivery
  • Service with a poor attitude
  • Customer service is slow
Reason of review:
Problem with delivery

Preferred solution: Price reduction

jerry b Aji

UNTRUSTWOTHY/DECEPTIVE TRADE PRACTICES

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Bought spa cover from them and paid nearly $100 for 5-day expedited service, all on Oct 11. Oct 28th, nothing received still.

Shipper confirms it didn't receive the shipment from The Cover Guy before 10/22, some 11 days later, well past the 5 business day for which expedited shipping fees were charged. Demanded refund of the nearly $100 paid for 5 day expedited shipping, since they failed to deliver. Customer service claimed shipment went out on 10/19, already over the 5 days they promised and contrary to what shipper documented. And then they blamed it all on the shipper (as in, "we can't control the shippers").

I asked in writing for a name of someone to call and they ducked the request. NO refund yet either. Charging customers a price premium and not delivering is an unfair and deceptive trade practice.

Considering pursuit of claim against them on the principle of the whole thing. Seems there are a number of others similarly situated.

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Loss:
$100
Pros:
  • Ease of ordering
Cons:
  • Take your money but do not deliver or honor their promises
Reason of review:
Poor customer service

Preferred solution: Price reduction

1 comment
TheCoverGuy

Hello, Thank you for letting us know about your 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 this situation for you? Sincerely, Anne Customer Care Manager