Covers & All AustraliaReviews 6,339

Hello Peter. Please accept our apologies for the delays on your order. We understand the frustration this must have caused.

Our support team did respond to your emails dated 23 and 25 December. We also put in an expedite request each time. All our covers are handmade; regrettably, due to inconstant circumstances we ended up with unanticipated backlog in production and missed the promised dates. Please be assured 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) continue, we have also applied some solutions in the interim that have resulted in significant improvement over the last few weeks.

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 Jon. We apologize 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.

With regard to your issue, we perform a quality check on every cover before it is packed. From the pictures you shared it seems the drawstring snapped in transit. Our Quality team responded to your email on 21 January offering a refund of 10% of the product value plus the cost of getting it fixed by yourself, since this particular tie-down is currently out of stock. Could you please write back to let us know if this resolution seems fair?

Hello Grahame. Please accept our apologies for shipping your order a week late.

All our covers are handmade; regrettably, due to inconstant circumstances we ended up with unanticipated backlog in production and missed the promised dates. Please be assured 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) continue, we have also applied some solutions in the interim that have resulted in significant improvement over the last few weeks.

Also, we are sorry if the Christmas Tree Storage Bag did not turn out as expected. We have tried to describe the product as accurately as possible. If there is a specific defect in the cover, we will be happy to replace it. Could you please write to us at [email protected] with a more detailed description of your concern?

Hello Justin. We are sorry to note your disappointment and apologize for the delays on your order.

Our support team did put in an expedite request each time you contacted us. All our covers are handmade; regrettably, due to inconstant circumstances we ended up with a unanticipated backlog in production and missed the promised dates. Please be assured 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) continue, we have also applied some solutions in the interim that have resulted in significant improvement over the last few weeks.

The location of our current production unit (India) is mentioned in our FAQ section. It is also readily disclosed to any customer who inquires about it.

With regard to the product, we handcraft each cover as explained on the product page, closely following the measurements and instructions you provide. If you feel any of the sides is the wrong size or if there is a specific defect, please take a picture of the cover clearly showing the error and email us at [email protected]. We will gladly replace it in case we have made an error in fabrication.

Hello Lisa. Thank you for taking the time to share your feedback.

Please accept our apologies for not meeting your service expectations. While we make great efforts to deliver high quality products and superior customer service, we understand that there is room for improvement. Your feedback is important to us and we have shared your comments with the team.

With regard to the feature, if you are referring to personalization (printing), we are sorry that it is not possible due to the nature of the material (insulated). We do offer personalization on our regular covers. If you have additional feature suggestions, please feel welcome to write to us at [email protected]. We are always looking for ways to improve our service and would love to hear from you.

Hello Darren. We are sorry to learn that you were unable to avail the welcome discount. Unfortunately, we are unable to locate any email from your registered email address pertaining to this concern.

For the welcome discount, the coupon code we email you when you subscribe needs to be entered while placing your order - there is an APPLY DISCOUNT option displayed on the cart page, just above pricing. Regrettably, it was not entered on your order. You can still use the code on your next purchase.

We regularly run attractive promotions on various products. To view a list of active offers at any time, please bookmark this page:

https://www.coversandall.com.au/coupons

If you have additional comments or questions, please feel welcome to reach us via our 24x7 phone or chat helplines.

Hello Dan. We apologize 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.

Please accept our apologies for the incorrect placement of the zipper. We handcraft hundreds of covers every day, and admittedly make a mistake sometimes. However, we are firmly committed to making it right when given the opportunity. Per your conversation with our Quality team, we have shipped the replacement covers.

Thank you for your patience and understanding while we worked to resolve this for you.