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Business Profile

Boat Covers

Cover World

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/17/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Bought a Cover when received after a few months. It did not fit the specified vessel. It was sent back and they returned it with no changes and the argument that the cover met specifications. Still did not fit.Asked for a refund but got denied because did not meet the time criteria.

    Business Response

    Date: 01/19/2023

    ******************** placed his order online on July 13, 2022 for a 10374S 7.6 oz. Sun-DURA boat cover for his 2018 Boston Whaler 270 Dauntless Outboard With Hard Top With Twin Engines.  He placed his order on his own for an an "Under *** ****** cover.  It was delivered to him on July 30, 2022 via UPS.  He called us on September 21, **** at 1:59pm EST indicating that the cover did not fit correctly.  Despite the fact that this was beyond our 30-Day return window as clearly outlined on our website(*******************************************************************), we did our very best to work with ******************** and accommodate him as much as possible.  We emailed him detailed instructions on how to install the cover on September 26, 2022 at 4:11pm.   

    He contacted us on October 7th indicating that the instructions did not help.  On the same day, we emailed ******************** a ********** label to have our Manufacturing Team check the cover to ensure it was made to the correct pattern for the boat he ordered for.  ******************** sent the cover back and it was received by our Manufacturing Team on October 19, 2022(UPS Trakcing #1Z36377E9097393852),  This is the message we received from our Manufacturing Team on October 20, 2022:

    "This cover checked to pattern. He also sent it back mold/mildew and wet. He is not installing it correctly, as the suction cups were on the side of the boat cover, and he was not pulling it up as high as he needed to. We have sold 15 of these with 1 return, due to the customer having optional equipment on their boat . We will be sending this back to the customer."

    *** ********************** checked to patter and as indicated by our Manufacturing Team, ******************** was simply not installing it correctly.  *** cover was sent back to ******************** and arrived on October 26, 2022(UPS Tracking #1Z36377E03972345440.

    ******************** didn't contact us again until December 27, 2022, or approximately two months after the cover was sent back to him, once again indicating that the cover did not fit and he wanted a refund.  By this time, approximately five and a half months had elapsed since he placed his order and and almost five months since he received it.  We tried to work with him and accommodate ******************** as much as possible, unfortunately, he allowed too much time to elapse to contact us about a refund.  Our  30-Day Return Policy is clearly outlined on our website, yet he failed to adhere to it multiple times. 

    We are happy to provide any and all emails and recorded phone conversations with ******************** to back up our statements above.  

    Customer Answer

    Date: 01/19/2023

     
    Complaint: 18821912

    I am rejecting this response because:

    Even thought that the timing is right. The actual product did not fit from the beginning. There is a 100% fit guaranteed which is not there.

    better costumer service in terms of installation assistance to make sure it actually fits. Because it does not. I was sold a product that does not work. Thats the fact. 

    Sincerely,

    *****************************

    Business Response

    Date: 01/20/2023

    ******************** placed his order online on July 13, 2022 for a 10374S 7.6 oz. Sun-DURA boat cover for his 2018 Boston Whaler 270 Dauntless Outboard With Hard Top With Twin Engines.  He placed his order on his own for an an "Under *** ****** cover.  It was delivered to him on July 30, 2022 via UPS.  He called us on September 21, **** at 1:59pm EST indicating that the cover did not fit correctly.  Despite the fact that this was beyond our 30-Day return window as clearly outlined on our website(*******************************************************************), we did our very best to work with ******************** and accommodate him as much as possible.  We emailed him detailed instructions on how to install the cover on September 26, 2022 at 4:11pm.   

    He contacted us on October 7th indicating that the instructions did not help.  On the same day, we emailed ******************** a ********** label to have our Manufacturing Team check the cover to ensure it was made to the correct pattern for the boat he ordered for.  ******************** sent the cover back and it was received by our Manufacturing Team on October 19, 2022(UPS Trakcing #1Z36377E9097393852),  This is the message we received from our Manufacturing Team on October 20, 2022:

    "This cover checked to pattern. He also sent it back mold/mildew and wet. He is not installing it correctly, as the suction cups were on the side of the boat cover, and he was not pulling it up as high as he needed to. We have sold 15 of these with 1 return, due to the customer having optional equipment on their boat . We will be sending this back to the customer."

    *** ********************** checked to patter and as indicated by our Manufacturing Team, ******************** was simply not installing it correctly.  *** cover was sent back to ******************** and arrived on October 26, 2022(UPS Tracking #1Z36377E03972345440.

    ******************** didn't contact us again until December 27, 2022, or approximately two months after the cover was sent back to him, once again indicating that the cover did not fit and he wanted a refund.  By this time, approximately five and a half months had elapsed since he placed his order and and almost five months since he received it.  We tried to work with him and accommodate ******************** as much as possible, unfortunately, he allowed too much time to elapse to contact us about a refund.  Our  30-Day Return Policy is clearly outlined on our website, yet he failed to adhere to it multiple times. 

    We are happy to provide any and all emails and recorded phone conversations with ******************** to back up our statements above. 

     

    As stated above, ******************** exceeded our stated Return Policy timeframe twice.  Our Manufacturing Team examined the cover and his photos and determined that he was installing it incorrectly.  We attempted to work with him but he has consistently not contacted us within a reasonable amount of time.  

  • Initial Complaint

    Date:09/19/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing to seek a full refund from a non-responsive company (Cover World LLC). The dispute is regarding my purchase for $747.63 cover on-line with Cover World LLC . Order Number #********* Placed on May 16, 2022, 7:16:20 PM I did receive a generic top ( not what I ordered) Prior to ordering the top I was assured from the sales associate this was a custom top that would fit my Pontoon (Bimini Top for a **** ********************* SP **** LE) pontoon. Once I received my order, I took all the components out of the box that the top was shipped in and to my surprise this was NOT a custom made top to fit to my pontoon. It was not remotely a resemblance of what was advertised or discussed with the sales employee when I ordered it. It was a simple rectangular piece of fabric that was two feet shorter in length than my original top. It was not remotely close to my existing top. I called Cover World immediately and let them know I would like to return the top as immediately as it was not a direct replacement for my pontoon. I was immediately put in a run around and was asked to talk to a sub-tier vendor (****** in ******* **) that Cover World buys them from. ****** stated it was not their responsibility and told me that I would have to return this to who I purchased it from (Cover World LLC). They were quite surprised that Cover World pointed me to them.I repeatedly tried to call Cover World back again. After talking two times with the sales associate ... he assured that the management team would be in contact with me to resolve this issue. They continue to be non-responsive. I want to return the top for a full refund. I am under the impression this company is "bait & switch" and refuses returns when requested. I would like to see a full investigation on this company. I would be glad to share other specifics.

    Business Response

    Date: 10/04/2022

    To Whom It May *********************************** called us on May 16, 2022 at 3:53pm.  The call was seven minutes and eleven seconds in length and in the call, **************** never once asked detailed questions about the bimini top he ordered and at no point in time was he assured or led to believe that the top was a "custom" bimini top.  He was initially seeking only a replacement canvas for his existing bimini top and on the call, it was explained to him that we only sell replacement canvas for ****** Bimini Top frames.  He asked about color options, lead time and whether to order online or over the phone.  We are happy to provide a copy of this call to the BBB for verification as we have a recording of the entire call.  


    **************** went on our website and proceeded to search for his boat on his own accord.  Please see the attached Word document titled "Compliant ******** - Cover World Web Page #1".  This is a screenshot of our website and exact item that **************** ordered.  In his complaint he mentions that he was told it was a custom top but nowhere on the webpage he ordered from does it say it is a custom top.  Furthermore, he indicated that the top was two feet shorter in length than his original top but as can be seen in the document titled "Complaint ******** - Cover World Web Page #1", all of the dimensions for the bimini top are clearly indicated on our website. 
    Our Return Policy is on our website - https://cover.world/return_policy.  A screenshot of our Return Policy is also attached - "Complaint ******** - Cover World Web Page #2 Return Policy", All of our boat covers and bimini tops are made to order and all returns are subject to approval as indicated on our website.  We attempted to work with the customer within the guidelines of our Return Policy and with our Manufacturer, ******, but unfortunately, the customers request did not qualify for a return as he placed the order himself on our website.   


    We did attempt to resolve the matter with **************** but unfortunately, his order did not qualify for a return based on our Return Policy.   

    Customer Answer

    Date: 10/17/2022

     
    Complaint: 18115468

    I am rejecting this response because:

     

    The statements made by Cover World LLC are false.  I would like to talk in person with the representative from the Better Business Bureau.  I think verbal communication over the phone would be much more impactful at this time.  I can illustrate/articulate how prescriptive the order process is set up in Cover World system that conveys these are customized matches to customers boat/pontoon.  Regardless they are sending out generic tops/covers that ARE NOT customized to customers boats/pontoons 

    I will be glad to share pictures accordingly.


    Sincerely,

    ***********************

    Business Response

    Date: 10/19/2022

    Dear Sir/Madam:

    As stated previously, the bimini top **************** ordered was not presented as nor was he led to believe it was a "custom" bimini top.  We sell bimini tops for thousands of boats and **************** himself selected the bimini top he ordered.  The dimensions were clearly outlined as can be seen on the screenshot that was previously submitted.  Also as mentioned previously, we are more than happy to provide the BBB with the call recording that **************** previously referred.  We believe the call recording will clarify our position on this matter and show that we did not make any false representations and the screenshots or visiting our website will also show that all of the necessary information about the bimini top, including the dimensions, were available to *** ****** before he placed the order online himself.

    Thank you for your time.

Cover World is NOT a BBB Accredited Business.

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