Covers & All USAReviews 26,069

Hello Meryl. Please accept our sincere apologies for the 1-week delay on your order.

We make every attempt possible to meet the scheduled delivery date. Regrettably, due to unexpected production issues your custom grill cover was shipped late. We understand how this must have been disappointing and regret the inconvenience it caused.

With regard to the color, 'Navy blue' is a generic term that can refer to more than one shade or tone. The product page displays a thumbnail for each fabric color. For your reference, below is a direct link to the shade you selected. Note that we have named it Blue, not Navy Blue.

https://cdn.coversandall.com/wysiwyg/swatches/store_1/cover-max-blue.jpg

Additionally, colors are notorious for looking different on a digital screen based on your display settings. Thus, minor variation is possible.

Each cover is handcrafted by meticulously following the measurements and instructions you provide. You can view the final agreed dimensions by signing in to your Coversandall account. Kindly compare the agreed size with the cover you have received. If you find a discrepancy, please take a picture of the product showing the incorrect measurement using a tape measure and email us at [email protected]. We are committed to replacing any cover that has not been fabricated as ordered.

Note that as mentioned on the product page, "We add 1" to 2" leeway on the given width/depth, for an easy pull-in, pull-out."

Hello Carolyn. Thank you for making our day by acknowledging our customer service efforts!:)

We are sorry to learn that you faced an issue adding the second item to your order. Besides providing high quality products, we also want to offer a simple and intuitive buying experience.

To continue shopping, you can click on 'Save Your Cart & Process Later' then click on the Coversandall logo at the top left of the page to return to the homepage. You can also directly use the navigation menu.

Unfortunately, you were unable to share a screenshot of the problem you were facing; we would have been able to guide you better. Nevertheless, we are glad our support team was able to help you out with this. If you have additional comments or questions, please feel welcome to contact us anytime via our 24x7 phone or chat helpline. Thank you for choosing Coversandall.

Hello Jon. 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 inadvertently sending you someone else's order. We ship 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. Upon receiving the taffeta labels of the incorrect covers we immediately issued a replacement and dispatched it on priority.

Each cover is handcrafted by meticulously following the measurements and instructions you provide. Your order confirmation email lists the measurements you provided. Kindly compare the ordered size with the covers 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]. We assure you we do not mind sending issuing another replacement if at all we have made an error in fabricating the cover.

Note that as mentioned on the product page, "We add 1" to 2" leeway on the given width/depth, for an easy pull-in, pull-out."

Hello Reginald. We are sorry to note your disappointment.

We offer several turnaround options - Standard Ground, Express, and Priority. The delivery date and cost for each method are displayed during checkout so you can make an informed choice. The selected method and delivery date are also mentioned on your order confirmation email, which is sent immediately when an order is successfully placed.

Your order was placed on 8 June with Standard Ground shipping for delivery by 23 June. This date was displayed to you before you clicked on PLACE ORDER.

Regardless of the shipping method chosen, we aim to dispatch every order as quickly we can. We are happy to cancel and refund any item on your order as long as it has not moved into production. Regrettably, when you contacted us on 10 June, your order was already in production and was almost completed, which is why we were forced to turn down your request to cancel. Each associate that you communicated with very clearly stated that the order was already in production and could not be canceled. We also take note of your chat conversation in which you stated "I was not asking you I was informing you. When it arrives I will send it back no worries. I was trying to make the process easier."

The order was put on hold upon your insistence; the hold was removed on 15 June after your phone conversation in which you said "sure send it out but I will send it back". It was then dispatched on 16 June and per the FedEx tracking page delivered and signed for on 23 June. Had we not lost a week due to the hold, you would have recived your order at least a week earlier than promised.

With regard to the cover, we passionately handcraft hundreds of products each day by meticulously following 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. Having said that, it seems highly unlikely that we would make such a significant error in the size. Kindly compare the measurements you provided (listed on your order confirmation email) with the size of the cover.

When you called us to report this issue, our associate guided you to write to us at [email protected] with pictures showing the incorrect measurement. We have checked the call recording; though the conversation seems to be lucid we apologize if you found it difficult to understand. However, we note that you are aware we also offer chat support and you could have just as easily communicated with us via chat or requested a call back by a supervisor.

Interestingly, while your complaint is about the size of the cover, we see that you also raised a dispute on this transaction on 18 June with Amazon Pay.

However, we reiterate that we are keen to resolve this to your satisfaction, especially if we have made an error in fabricating the cover. Please write to us at the email address mentioned above with the requested pictures of the cover as well as the taffeta label.