Product: The Cover Guy Customer Care Clear all filters (8 of 8 reviews match)
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1.8
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Update by user Jul 17

After posting my review the Cover guy customer service team reached out to me. this time, they were very easy to work with and offered me a resolution that was above and beyond what i expected.

Original review posted by user Jul 08

2 months ago i order a new cover for my hot tub. Price was reasonable and...
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1 comment
TheCoverGuy
#1713547

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
#1580782 Review #1580782 is a subjective opinion of poster.
Service
The Cover Guy Customer Care
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
Resolved
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
  • Warenty the way they handeled the situation
  • No customer service
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
Tags
  • Poor Customer Service Satisfation

The Cover Guy in Boston, Massachusetts - This must be a fake company I placed an order they charged m

They charged my card and never called me or emailed me and they won’t answer the phone or respond to messages
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Review
#1370225 Review #1370225 is a subjective opinion of poster.
Service
The Cover Guy Customer Care
Reason of review
Order processing issue

The Cover Guy - Do u notice that they don't respond to certain complaints cuz they know it's true and they can't rebut the complaint?

1.0
Details
when they know it's true they remain silent. They won't respond to bonafide claims or complaints because it will expose them. really! really! really! {{redacted}}
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Review
#1338798 Review #1338798 is a subjective opinion of poster.
Service
The Cover Guy Customer Care
Cons
  • Running around
Reason of review
Bad quality
Preferred solution
man up
Tags
  • shipping and delivery
3.9
Details
I would like to delete the review I wrote but I am having problems finding the reviews and how to delete it or at least post we have reached a resolution. Can anyone help me with this? I suggest that anyone having issues with the Cover guy asked to speak with Claire. Claire seems to be the go to person at The Cover Guy...
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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.
1.0
Details
I placed an order based on the promise of assistance prior to production. Calls were not returned, email exchanges went in circles and appeared to be coming from someone with no customer service experience and NO knowledge of the product they are selling. Seemed best...
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1 comment
Anonymous
#1413684

Hello Claudia,

You have recently confirmed dimensions on how you would like your custom cover made.

All our emails and phone calls are answered within 24 hours, depending on volume this can vary.

With on-line purchasing there is a box you have to tick to acknowledge you have read the conditions of sale.

We encourage everyone to read this before completing their order with us and any internet company. There is even one within these postings.

We have over 25000 yearly satisfied customers with over our 35 years in business.

Review
#1152079 Review #1152079 is a subjective opinion of poster.
Service
The Cover Guy Customer Care
Reason of review
Poor customer service
4.9
Details
After reading all the negative reviews dont buy from company, I had to write about my positive experience ..I dealt with Katie customer service , she was wonderful , always got back to me when I left a message often within minutes ..I had concerns about my measurements...
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3 comments
Anonymous
#1555469

But you won't try to fix the covers that are really poorly made.

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Review
#1129857 Review #1129857 is a subjective opinion of poster.
Service
The Cover Guy Customer Care
Pros
  • Great customer service katie was wondeful
Reason of review
Good customer service
going on 7 weeks, total lack of communication.they promise a review of your order, never happened try asking for updates, if you get one it's just blowing you off and not answering your question. no one ever answers the phone website says 24/7 response, more like 1 day...
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1 comment
Anonymous
#1369797

We cannot verify if this is one of our buyers as they do not identify themselves.

Our company did experience a very high volume of sales from early spring through summer this year.

Our production facility did fall behind our standard 3 to 4 weeks production time. This shipping timeline is based on seasonal volume.

All orders are reviewed and we do email you if we have concerns regarding your measurements.

If we did not send you one then yours were fine.

Due to the higher volume of work from higher sales, our staff was not able to respond to inquiries in the timely manner we prefer and we apologies for this.

Our company has been in business well over 30 years now, selling over 25000 covers a year.

Review
#1077042 Review #1077042 is a subjective opinion of poster.
Service
The Cover Guy Customer Care
Cons
  • Customer service
  • Delivery
Reason of review
all of the above

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