Cover & All UKReviews 14,194

Hello Anthony. We apologize if our support has not met your expectations. We have investigated each of your concerns and would like to offer our humble inputs:

1. Incorrect colour (your previous order CUK4000034528) and no response
Per your order confirmation email, one cover was ordered in black and the other two in grey. Our product pages are dynamic since the price is updated instantly based on the selections you make. Each fabric has its own distinct colour range and pricing, thus if you select one fabric and colour, then click on a different fabric, the values (both pricing and colour) will reset to the default for that fabric.

As requested by you in your email, our support team did set up a call back instead of replying to the email. Unfortunately, the call back request was overlooked due to a manual tagging error by the associate. Please accept our sincere apologies for this lapse. Appropriate feedback has been shared with the team in this regard.

2. Price changed at the point of purchase
Our pricing is fully transparent and a change at the moment of purchase (checkout) is not possible unless you change product options or upgrade the shipping method. A billing summary is shown during checkout along with the shipping fee based on the method you select - and this is the only price you pay.

3. The purchase went through at the undiscounted price
All our orders are pre paid; the purchase went through when you submitted your payment details and clicked on PLACE ORDER. Also, your order confirmation email shows that the CART10 code was indeed applied, with the promised 10% being deducted from your subtotal.

We have reviewed the phone conversation with our associate; the promise was not to put the payment on hold - not possible because payments are made online and processed instantly when you place your order - but to put your ORDER on hold so that if the additional 10% could not be offered we would still be able to cancel your order since you did not wish to buy the product at that price. The associate did place your order on hold as promised.

From your subsequent conversations we understand that you were expecting 20% discount (the original 10% plus the 'extra' 10%). The "extra 10%" email clearly states "This offer cannot be combined with any other offer or previous orders." Furthermore, we often have multiple active promotions, and since most of these have an expiry date, discount codes are not 'saved' in your cart. Nevertheless, for your satisfaction we did approve the additional 10% on your order and processed the refund for the difference.

4. Call back was promised but not made
We see that our associate did call you back on 17 May after receiving approval for the additional 10%. 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. However, we apologize for failing to call back within the promised 48 hours.

While we realize the above information may not fully alleviate your dissatisfaction, we sincerely hope it provides you a little more insight into our business practices and our focus on customer satisfaction. Should you wish to share additional thoughts or concerns, please feel welcome to write to us at [email protected].

Hello Alex. Thank you for taking the time to review your recent Coversandall purchase. We are glad you like your custom mattress covers!

Please accept our apologies for the two-week delay. Our production continues through this crisis, albeit slower than usual due to social distancing practices that we have implemented for the safety of our employees. Regrettably, the pandemic has also affected supply chains and some materials are harder to acquire. Thank you for bearing with us and giving us the opportunity to delight you with our product. We are grateful for your patience and understanding.

With regard to the measurements, to keep things simple (and also match the unit used on our machines), we use only one measurement unit for any product. You can certainly measure your article in mm, but will need to enter the sizes in inches. To quickly and accurately convert mm to inches, simply follow this example to look it up on Google or Bing:

Convert 1000 mm to inches

Note that the product page accepts decimal points. To be extra sure, you can mention the exact measurement (in your preferred unit) in the notes section. We will verify that the conversion to inches is correct. Our support team is also available 24x7 on phone and chat to assist you with any questions you may have.

Hello Russell. We are sorry to note your disappointment.

However, we have worked hard to make the order process as transparent as possible. The product page has several example pictures of the basic shape of the sun shade.

Each product is handcrafted by meticulously follwing the measurements provided. We ship hundreds of custom products each day and admittedly, sometimes we make a mistake. However, we are firmly committed to making it right when given the opportunity and once the error is established.

Your order confirmation email lists the measurements you provided. Kindly compare the measurements with the product you have received. If you find any discrepancies, please take a picture of the product showing the incorrect measurement using a tape measure and email us at [email protected].

Hello Wilfred. Thank you for your feedback.

We are sorry to learn that you faced issues while completing the payment for your order. We accept all major credit cards (Visa, Mastercard, American Express and Discover), in addition to PayPal. In such cases, it is best to contact your bank first to inquire why the transaction did not go through. If there is a specific error message, you can also share it us at [email protected] so that our technical team can investigate.

The delivery date on your order is indeed 5 May. Regrettably, due to unexpected production issues your order was shipped late, on 6 May, and further delayed in transit. We understand how this can be disappointing and apologize for the inconvenience.

We trust that you are happy with your table chair set cover. If there is anything else we can assist you with, please feel welcome to reach us via our 24x7 phone or chat helpline.