Covers & All USAReviews 26,102

Lisa, first of all, we would like to offer our apologies for the inconveniences and/or disappointments faced with this order. We understand, the impact of something like this on a customer, especially after being happy to have received some finely fitting cushion covers. Usually, a prompt replacement is issued in such cases when our findings and data suggest that it could be due to a material error that's possibly associated with a certain batch of material. As a customer-centric business, we see it fair to refabricate the goods from a different batch of the same material to avoid any further disappointments and to make up for the trouble caused. We believe that the replacement covers shipped and delivered in August would not be having the same issue. However, if the problem persists with this new lot, please have it reported and we shall have it resolved accordingly.

We are sorry to note your disappointment with the product Deana. But these are ' made to order ' goods that are fabricated based on the measurement and choices submitted with the order form. We manufacture both full-sized covers and covers securing only the top portion of the pool table for this SKU. The final dimensions and look of the pool table cover rest on the measurements for the height component that you submit with an order. As this order was submitted with the measurements of a full-sized cover with drawstrings as the preferred tiedown it was manufactured and shipped accordingly. Thus, we do not observe a mistake on our part. The product page shows only representative pictures for one kind of pool table cover, as that's the one people mostly order. However, one of the key images on the product page also shows the markings for the height fraction that we accommodate for such pool table cover orders. Our website policy clearly states that we rely on the judgement and the information submitted by a customer for manufacturing our custom orders. And we rest it on our clients to research and ascertain what is appropriate for their needs.
Nevertheless, we see this as an unfortunate error that could have been averted by interacting with our chat support before placing an order. As Covers&All has delivered the goods 'as ordered' we are unable to offer a replacement or compensation for this inconvenience. Hence, our complaints team personnel had last laid a proposal to have one ordered freshly with the right measurements and offered to reimburse 25% of the paid value as a discount. As costs are a concern in such cases, we are unable to offer a minimal price point for having these remade. However, we can surely offer a partial discount or value that could help you order the item with the right specifications or measurements. We'd be pleased to revise the last made offer to 30% of the product cost that was paid for the last order. In case you find this agreeable you may write to us at [email protected] or connect with our chat support and draw reference to this conversation in order to avail of this benefit. As an exception, we'd permit this discount along with any other periodic offer that might be valid and applicable for this particular SKU.

Hello Chris. Thank you for your feedback.

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Hello Marc. Please accept our sincere apologies in case there is an error on any of your covers.

We passionately handcraft hundreds of custom covers each day, closely following the measurements and instructions you provide. 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 email on 4 August requesting pictures of the covers clearly showing the problem. Regrettably, we have not received a response yet. Kindly write back to us at [email protected] with the requested information so that your concern can be address without further delay.