Covers & All USAReviews 26,070

Hello Lee. Thank you for taking the time to rate your recent Coversandall purchase.

Your order was placed on 30 May with Standard Ground shipping for delivery by 24 June. This date is shown at checkout and also mentioned on your order confirmation email. When your order was dispatched we sent you an email notification containing the tracking information so that you could monitor the package.

Per the FedEx tracking page, your order was delivered on 15 June - over a week earlier than promised.

Each cover is handcrafted by meticulously following the measurements you provide. Also, as mentioned on the product page, "We add 1" to 2" leeway on the given width/depth" We apologize if this has inconvenienced you however this is done to ensure ease of use.

If you have additional comments or questions, please do not hesitate to write to us at [email protected].

Hello Heather. We are deeply apologetic for dropping the ball on this order. We realize it completely undermines our established customer satisfaction record. While it may not alleviate your dissatisfaction, we would like to take this opportunity to share the full perspective with respect to the concerns you have raised:

You placed two orders on 10 October 2020. On order CCA1015568302, the measurements seemed to be proportionally accurate and it was delivered on 26 October - 2 weeks earlier than the promised date 9 November. We also note your email expressing happiness with this order.

On order CCA1015568300, the measurements you supplied are not proportionally accurate, which seems to have led to a series of misunderstandings. In order to identify our improvement areas we have investigated this thoroughly and established a timeline.

While technically it has indeed been 8 months since your order was placed, we have noticed several large periods during which we were waiting to hear from you. Between 1 November (order placed on hold due to lack of clarity in the measurements, notified via email) and 11 December, we received no update from your side. We then received your confirmation on 9 January to proceed with the order and send you the drawing again which you would "check and confirm at your convenience." Between 9 January and 17 March, your order remained on hold pending confirmation on the drawing. During each waiting period we sent reminder emails and made calls to your registered phone number which always resulted in a VM.

We did receive your first of several cancelation requests on 9 January but each time you agreed to another attempt to sort the issue. A confirmed cancelation was asked for on 23 April and processed the same day. The refund was processed late, and also returned an error message: "The PayPal gateway rejected the request. Original transaction ID not found". We made another phone call to clarify your PayPal account but once again had to leave a voice message. The refund was finally processed successfully via transaction ID 2X120108RM779893R on 21 June. From your email on 23 June we understand that there is an issue with the PayPal account to which the refund was posted. Hence, we have escalated this to a Manager who will personally look into this and verify / ensure the refund has reached you.

We share the above information only to assure you that we do care about meeting your requirements even though your experience with this order does not seem to indicate that. Perhaps in our eagerness to delight you with this product just like your other order, we kept trying to retain the order instead of immediately cancelling it. We also apologize unequivocally for the delays and lapses in calling you back. Like every business, we have been affected by the pandemic. With an unusually high number of inquiries and limited staffing, we are doing all we can to respond to every email as quickly as possible. For issues that require urgent attention, it is best to reach us via our 24x7 phone or chat helpline. Nevertheless, we have already identified our areas of improvement; appropriate feedback will be shared with the team.

Meanwhile, if you have additional comments or questions, please do not hesitate to write to us at [email protected]. Please mention FAO Darren in the subject line.

Hello Raymond. Thank you for taking the time to review your Coversandall purchase.

Each cover is handcrafted by meticulously following the measurements and instructions you provide. We ship hundreds of custom covers each day, and admittedly sometimes we make a mistake. However, we are fimly committed to making it right when given the opportunity.

Your order confirmation email lists the measurements you provided. Kindly compare the ordered size 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].

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 Lily. Thank you for the rating and feedback on your recent Coversandall purchase.

We do see your note on the order requesting 'no grommets'. Please accept our apologies if we overlooked this during our quality check.

You are entitled to a free replacement since the product was not fabricated as ordered. Alternatively, if you can still use the product we'll be glad to offer you 20% of the total order value as instore credit for future use. Could you please write to us at [email protected] to indicate your preference? Kindly also attach a picture of the tarp showing the grommet(s) as well as the taffeta label (sewn on the back edge).