Cover & All UKReviews 14,194

Hello John. Please accept our sincere apologies for the delay on your order. We realize the frustration this must have caused. Per your conversation with our support team we have issued a refund of the shipping charges.

Our support team did put in an expedite request when you contacted us. All our products are handmade; regrettably, due to inconstant circumstances we ended up with unanticipated backlog in production and missed the promised date. We are working hard to scale up our production capabilities and improve our turnaround time. While these efforts (which include building a new, much larger production unit) are ongoing, we have also applied some solutions in the interim that have resulted in significant improvement over the last few weeks.

We are a global business headquartered in the USA. The location of our current production unit (India) is mentioned in our FAQs.

Once again, we sorely regret disappointing you and can only hope you are able to allow some forgiveness if you are happy with the product. If you have additional comments or questions, please feel welcome to write to us at [email protected].

Hello Seamus. Please accept our sincere apologies for our oversight while making your custom curtain. We handcraft hundreds of orders 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.

We are unable to locate any chat conversation with your registered email address. Your complaint email was received on 27 January and a replacement was offered immediately in our next response. To prevent further errors, our Quality team had mockups prepared which needed your approval to proceed - unfortunately, this does take up some time. We understand that the replacement was delivered on 11 February and the issue has been resolved to your satisfaction. You are welcome to keep the incorrect curtain if it is of any use to you, or safely discard it.

Thank you very much for your patience and understanding while we worked to resolve this for you. We appreciate your time and business.

Hello Jane. Please accept our sincere apologies for the delay on your order. We certainly understand the frustration this must have caused.

Our support team did put in an expedite request each time you contacted us. All our products are handmade; regrettably, due to inconstant circumstances we ended up with unanticipated backlog in production and missed the promised date. We are working hard to scale up our production capabilities and improve our turnaround time. While these efforts (which include building a new, much larger production unit) are ongoing, we have also applied some solutions in the interim that have resulted in significant improvement over the last few weeks.

We thank you for bearing with us and giving us the opportunity to delight you with our product!

Hello Leslie. Your order was placed on 4 January with Free Shipping for delivery by 5 February. Per the UPS tracking page, it was delivered on 1 February. We also offer faster turnaround options - Standard Ground, Express, Priority. You can choose the desired turnaround based on the cost and delivery date displayed next to each option.

We are a global business headquartered in the USA. The location of our current production unit (India) is mentioned in our FAQ section. It is also freely disclosed if inquired, though we have learned that it is not relevant to our customers as long as they receive a high quality product.

We communicate with our customers for any clarification required with their order. If the order is straightforward we don't bother you. However, our support team is available 24x7 via our phone and chat helplines for any questions you may have, before or after placing your order. There is no record of any communication from your registered contact details.

Each product is passionately handcrafted exactly as ordered. Since it is bespoke, we do not accept returns in the absence of any error from our side. When it is demonstrated that a product is faulty, we offer a replacement or a refund (without asking for the bespoke product back since it is of no use to us).

If you have a specific issue with your order, please feel welcome to write to us at [email protected]

Hello Andrew. Please accept our sincere apologies for the delay on your order. We certainly understand the frustration and inconvenience this must have caused.

All our covers are handmade; regrettably, due to inconstant circumstances we ended up with a unanticipated backlog in production and missed the promised date. We are working hard to scale up our production capabilities and improve our turnaround time. While these efforts (which include building a new, much larger production unit) are in progress, we have also applied some solutions in the interim that have resulted in significant improvement over the last few weeks.

We did dispatch your order via UPS on 20 January. The tracking information is available in your Coversandall account. Regrettably, transit delay is outside our area of control, especially considering the impact of COVID-19 on all shipping networks. In order to alert you to the possibility of delivery delay, we also display a note on the Cart page, just below the shipping method. We see that it was finally delivered on 1 February.

We sorely regret disappointing you and can only hope you are able to allow some forgiveness if you are happy with the product. If you have additional comments, you are very welcome to write to us at [email protected].

Hello Wayne. We are sorry for the delay on your order. To clarify, your order was placed on 30 October for delivery by 25 November (5 weeks). However, we certainly understand the frustration this must have caused. Per your conversation with our support team we also refunded 30% of the product cost due to the delay.

Please be assured we never lie to our customers. From our internal notes we see that our support team did put in an expedite request each time you contacted us. All our products are handmade; regrettably, due to inconstant circumstances we ended up with unanticipated backlog in production and missed the promised date. We are working hard to scale up our production capabilities and improve our turnaround time. While these efforts (which include building a new, much larger production unit) are ongoing, we have also applied some solutions in the interim that have resulted in significant improvement over the last few weeks.

With regard to the product, from the pictures you shared with us it seems the product was made correctly. As explained by our Quality team, the curved side will always measure longer than the straight side (with the tension from all the sides). We have also mentioned on the product page "Sail is not warrantied to fit your space. It will be made as per the dimension you provide." Despite there being no confirmed error from our side, we offered to replace the shades at no cost after careful re-measurement. Since this was not acceptable to you, we have issued a full refund on the order. If you have additional comments or concerns, please feel welcome to write to us at [email protected]

Hello Oscar. Please accept our sincere apologies for the delay on your order. To clarify, your order was placed on 29 September and the request to cancel was received on 11 January, by which time your order was already in the final stages of production. As you are aware, it was shipped the same week.

We certainly understand the frustration the delay must have caused. In the interim, we did send automatic email notifications and request you to check your spam folder if you have not received these. Had we been contacted earlier, we would have gladly canceled your order due to the delay. Unfortunately, since all orders are custom made, once production commences we are unable to cancel an order.

All our covers are handmade; regrettably, due to inconstant circumstances we ended up with a unanticipated backlog in production and missed the promised date. We are working hard to scale up our production capabilities and improve our turnaround time. While these efforts (which include building a new, much larger production unit) are in progress, we have also applied some solutions in the interim that have resulted in significant improvement over the last few weeks.

As you are aware, your second order placed recently was delivered earlier than promised. We are grateful to you for giving us a second chance. If there is anything else we can assist you with, please feel welcome to reach us via our 24x7 phone or chat helplines. Thank you for choosing Coversandall.