Covers & All CanadaReviews 3,580

Hello Dean. We are terribly sorry that your experience with your second Coversandall order has left you dissatisfied. We aim to build long-term relationships by providing high quality products and superior customer service, and regret that our support has not met your expectations.

Please accept our apologies for the size error on one of the sides. We passionately handcraft hundreds of custom covers each day according to the measurements and instructions you provide. Admittedly, sometimes we make a mistake. We are firmly committed to making it right when given the opportunity and once the error is established.

Our primary resolution is to offer a free replacement in the correct size. A refund is only offered if we are unable to fabricate the product as desired. In your original complaint you expressed two options - a return & full refund OR a partial refund ("we will stitch it together to accommodate the proper length.")

A return/replacement was not offered since you subsequently advised us that you had already purchased a sail elsewhere. Pictures and videos that you shared showed a stitch applied on one side to reduce the size and make the sail fit. Hence, we went for the second option you had expressed and offered a 25% refund on the cost of the product. This was only applied after we received your response "That is acceptable. Thank you."

With regard to the calculation, we are unable to locate an email from you about this. While placing the order a coupon code for 10% discount had already been applied; thus, we refunded the balance 15%. Nevertheless, we understand how our 25% refund offer was ambiguous. We are happy to refund an additional 10%. Could you please write back to us at [email protected] to acknowledge this?

Hello Cory. Thank you for appreciating our workmanship!

We are sorry to learn that your custom fire pit cover does not fit as desired.

Each cover is handcrafted by diligently following the measurements and instructions you provide. The measurements entered on the order are listed on your order confirmation email. You can also view the ordered size by signing in to your Coversandall account.

From your recent conversations with our support team and the manufacturer's specifications that have now been shared with us, it appears that height and depth were interchanged while placing the order. Regrettably, since each cover is custom made to the size ordered, we are unable to accept returns. Our support team has offered a 25% discount in case you wish to reorder the cover in the correct dimensions. Could you please write back to let us know if this seems to be a fair resolution?

Hello Dave. Please accept our apologies for the delay in responding to your complaint. Like every business, we have also been affected by the pandemic. With an unusually high number of inquiries and limited staffing, we are doing all we can to attend to every customer as quickly as possible.

We also apologize for the missing inserts. We successfully fulfil hundreds of orders each day; however, admittedly sometimes we make a mistake. We are firmly committed to making it right when given the opportunity and once the error is established.

With product complaints, investigation may be required across multiple teams which takes time, hence we are unable to resolve such issues over a phone or chat conversation. Our intent is never to make it difficult for you and we're happy to call you once the investigation is complete.

Per the last email conversation dated 9 July we have shipped out the missing inserts. We see on the FedEx tracking site that these were delivered on 19 July and trust that everything is in order now. Thank you very much for your patience and understanding while we worked to resolve this for you.