The Cover Guy
Reviews and Complaints
Did not stand behind the product
- Accept forged signature
Preferred solution: Price reduction
User's recommendation: Terrible
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerThree months no cover no cover lift
- Say they offer a great product
- Poor customer service
Preferred solution: Deliver product or service ordered
User's recommendation: Do not but from the Cover Guy
Still waiting for my spa cover that I paid for in July 6, 2020
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.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerResolved: Undelivered Product
Company fixed the issue and I have been provided with product or service ordered. The product was finally delivered on 6/30/20.
- 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
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerOrder Issue
Preferred solution: nothing
User's recommendation: Order at your own risk.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Edmonton, AlbertaDon’t want others going though what I have.
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.
User's recommendation: Don't use them or trust them
90 days, No Cover, Ghosted
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.
Preferred solution: Full refund
User's recommendation: Don't do it, go somewhere else.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerProduct Not Received
- 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.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerBad product and lousy Customer Service
- 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
When I ordered was told three week to deliver now there telling me 7 to 8 weeks
Charged immediately for cover and a month later still not made
- Fraud
Preferred solution: Full refund
User's recommendation: dont do business with these crooks
Poor service, delays in shipping
There warranty is a scam, don't count on it.
Preferred solution: Let the company propose a solution
Do not use the Cover Guy if you expect service or deliverty of product
- Lied about delivery
- Service with a poor attitude
- Customer service is slow
Preferred solution: Price reduction
UNTRUSTWOTHY/DECEPTIVE TRADE PRACTICES
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.
- Ease of ordering
- Take your money but do not deliver or honor their promises
Preferred solution: Price reduction
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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