Covers & All USAReviews 26,069

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

The location of our current production unit (India) is mentioned in our FAQ section. We make every attempt possible to meet the scheduled delivery date on each order. Regrettably, due to unexpected production issues your order was dispatched a week late. We sincerely apologize for the inconvenience.

We also appreciate your feedback on the packaging and have shared your comments with the team.

Hello Beth. We are sorry to note your disappointment with your recent purchase.

We make every attempt possible to meet the scheduled delivery date on each order. Regrettably, due to unexpected production issues your order was delayed by 2 weeks. We understand how this can be disappointing and apologize for the inconvenience.

Your order was placed on 1 May, when we did not offer cushion inserts. The description prominently displayed the text: "We only offer the cover. The insert/cushion pad is not included".

Due to increasing customer demand, we have just begun offering cushion inserts. However, these are optional and need to be selected while placing the order.

If you have additional comments or questions, please feel welcome to write to us at [email protected].

Hello Jess. 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 are sorry to learn that the color you selected for your mattress cover did not turn out as expected. However, we have worked hard to make the order process as transparent as possible. The product page shows a thumbnail of each of the two colors available: light sand and light gray. You can view them here:

Light sand: https://cdn.coversandall.com/wysiwyg/swatches/store_1/cushionfab-light-sand.jpg
Light gray: https://cdn.coversandall.com/wysiwyg/swatches/store_1/cushionfab-light-gray.jpg

From the pictures you emailed us, we confirm that your cover has been fabricated in the correct color (light sand). May we suggest that you order our Free Swatch Kit to get a glimpse of all the fabrics and shades we offer? There is no cost associated with ordering this kit, and it would help you make an informed choice on future orders. You can order the kit here:

https://www.coversandall.com/swatch-kit.html

Hello Scott. We are sorry to note your disappointment.

It is standard for any discount coupon to have applicable conditions, including a maximum discount amount (called capping). This is mentioned in the welcome email and on the offer page - https://www.coversandall.com/welcome-offer

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.

Our support team did respond to your email on 19 June. Each cover has a taffeta label sewn on the inside edge which indicates the item number on your order. For instance, COV341349-7 means item number 7 listed on your order confirmation email. We are also available 24x7 via our phone and chat helplines for quick assistance with such questions.

As advised, please feel free to write back if, after matching the covers as described above you still find one or more covers not fitting. We are committed to replacing any cover that has not been fabricated as ordered.

Hello Susan. 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.

With product complaints, investigation may be required across multiple teams which takes time, hence we are unable to resolve such issues over a phone or chat conversation. Our intent is never to make it difficult for you and we're happy to call you once the investigation is complete.

We also apologize if we have made an error in your cover's size. Each cover is passionately handcrafted by meticulously following the measurements you enter while placing the order. We ship hundreds of covers 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.

Our Quality team responded to your complaint on 18 June requesting pictures showing the problem. Regrettably, we have not received a response yet. Kindly write back with the requested information so that we can provide a resolution.