Complaints

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.

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Placed order for next day air shipping item arrive late and called them directly to ask to return the order and tell me my money wouldnot be refunded for next day as they dont guarantee it when clearly on their website you pay for next day air, it arrived late. The product was not delivered time. Wanted to return the item and get a full refund and not pay return shipping and they told me they would not refund The priority or shipping. I paid which was never delivered on time.

  Business Response

  Date: 07/16/2025

  Thank you for your feedback. We understand that shipping delays can be frustrating and appreciate the opportunity to address your concerns.
  
  Your order was placed on July 2nd at 8:34PM with a priority shipping method. While the estimated delivery date was July 5th, the timeline was impacted by the July 4th holiday and carrier schedules. Its important to clarify that Coverstore does not offer overnight shipping, and all delivery dates are estimatesnot guaranteed, as outlined in our shipping policy.
  
  During your conversation with our support team, we explained this policy and as a gesture of good will refunded the original shipping fee and provided a complimentary return label. Refunds, as also explained, may take up to 7 business days to process.
  
  We respectfully note that the experience described in this complaint differs from what actually took place during your call. The matter was fully resolved through accommodations, and we regret that you still felt the need to file a formal complaint.

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On June 28, 2025, around 10:45 am (Eastern) I placed an order with Coverstore. I ordered: (1) furniture cover clamps accessories (quantity: 2); (2) fabric cleaner; (3) coverage storage bag elite khaki; and (4) an outdoor sectional set cover ultimate ripstop. After placing the order, I realized that I was never asked for the measurements for the outdoor sectional set cover. There was no way to cancel the order from my order confirmation email that I received. In fact, the email said not to respond to this message because it was sent from an unattended box. I went on the website to get a phone number for customer service and the company's customer service is not open on the weekends. Instead, the website notes the hours as Monday - Friday: 8:00 am - 6:00 pm (CST). I called customer service on Monday little before noon (CST) and asked for my order to be canceled. The customer service person confirmed that the sectional set cover that I ordered would not fit my section, but that they could not cancel my order. The customer service person could not tell me where exactly my order was in the process, just that it hasn't shipped and could not be canceled. She told me to call back when I receive the order (sometime around July 10) and they would waive the return fee. The customer service person could not explain why my ordered couldn't be canceled at this time when it was not even at the point when it was ready to be shipped. I asked to speak to a supervisor/manager and was told that someone would call me back. Interestingly, the customer service person had all of my information even though I never gave her any of it (not the order number, not my phone number, etc.) It is curious that customer service can have all of this information without any input from the caller yet they can't say where an order is or cancel it. I would like a refund before this order ships. I think that is more than fair.

  Business Response

  Date: 07/10/2025

  We understand youve already been in contact with our team, and they confirmed with you that your order was successfully canceled prior to shipping. Since no payment was processed, no refund is due.

  Customer Answer

  Date: 07/24/2025

  Coverstore was able to cancel the order and i was able to reorder and had no problems with that order.

• Initial Complaint

  Date:05/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Company sent me a ***** tracking number that is totally bogus. The number is registered to ***** but there is no item in ***** procession related to this number. First contact with company says it's probably stuck in sorting. Next communication say my item is currently inline for production. Second communication show the absolute dishonesty of the first communication. At that point I asked for a refund and they refused. You can't take my money for a sale of your product and then not deliver the item and also refuse to issue a refund for lack of order fulfillment. I believe that constitutes fraud and theft.

  Business Response

  Date: 05/08/2025

  Thank you for reaching out. We understand your concerns and would like to offer some clarification regarding your order.
  
  The item you purchased is custom-made, which requires production time prior to shipment. As noted in your order confirmation, the estimated delivery timeframe is May 16.
  
  A shipping label was generated early as part of our standard logistics process. While this label is registered in ****** system, tracking activity will not update until your item completes production and is handed off to the carrier. This does not indicate a lost or bogus shipment, but rather a delay between label creation and physical movementcommon for made-to-order items.
  
  Weve reviewed our prior communications and found no inconsistencies. Our team has consistently reiterated that your order is in production and on track within the originally stated timeline.
  
  That said, we remain committed to fulfilling your order as expected and appreciate your continued patience.

  Customer Answer

  Date: 05/08/2025

  I am rejecting this response because:   the deceptive inconsistent responses on the 3 communications I've had with this merchant further amplifies the belief that they have a standard lip service answer to all questions and no where did they address that my order is complete and ready to ship nore were they apologetic in an offer of a refund. If they were truly interested in trying to satisfy the customer they would apologize for all the trouble and ship the order ASAP. My request is simple no product by specified delivery date then a refund needs to be issued. It's simple solution.

   

   

   

  Business Response

  Date: 05/09/2025

  We want to reiterate that we have been transparent and consistent in our communication regarding your order. From the beginning, weve stated that the item is custom-made and requires time for production, with an estimated delivery window through May 16 as noted on your original order confirmation.
  
  The shipping label was created early as part of our logistics process, and as of now, tracking is active and shows movement. In fact, your order is currently on track to arrive ahead of schedule. At no point have we been deceptive or dishonestour responses have been aligned with the actual status of your order.
  
  We understand that lack of immediate tracking updates can be frustrating, but the process has proceeded as expected for a made-to-order item. As your order is in transit and within the promised timeframe, a refund is not applicable.

  Customer Answer

  Date: 05/11/2025

  I have reviewed the business response and accept this resolution. Not due to the satisfaction of the merchants response but to the further pursuit of arguing. The merchant is. Not concerned in the least about working with the customer but only in defending their sales position for the pursuit of the all mighty dollar. If I were to have to rate the merchant on the basis of customer service they would receive 1 star rating. Only about 40 percent of their argument was factual while the remaining 60 percent was solely standard corporate jargon to protect their reputation. Case closed 

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Extremely Disappointed Poor Quality and Warranty Not Honored The Coverstore has been so frustrating that I felt compelled to get BBB involved. I purchased a custom cover from them that was very expensive, but I justified the price because it came with a 7-year warranty and was supposed to be built to last. I live in ********, so nothing extreme weather-wisejust standard seasonal changes.After only a few years, the cover ripped unexpectedly, with no unusual circumstances or misuse on my end. To their credit, they replaced it the first time, though it took some effort. However, the replacement cover began ripping just THREE MONTHS lateragain, under normal weather conditions.When I reached out for another replacement under the warranty, I was met with rude and dismissive customer service. Not only did they refuse to replace it, but they also went back on their warranty promise, essentially saying too bad. To make matters worse, they insultingly tried to upsell me on buying another cover at 30% offas if Id want to throw more money at a product that clearly doesnt ******* extremely disappointed. For such an expensive, supposedly durable product with a multi-year warranty, I expected much better quality and especially better customer support. I feel like I completely wasted my money and would not recommend Coverstore to *********** of Transaction - 7/15/2020 1st Warranty Claim - 12/18/2024 (CAS-284611-D6Y9Z9)2nd denied Warranty Claim - 2/25/2025 (CAS-294564-L6Q7W4)Cost of Patio Cover was $373

  Business Response

  Date: 05/02/2025

  The customer purchased a Custom Square/Rectangular Cover from Coverstore on June 23, 2020. Our products carry warranties that cover material and workmanship defects for a specified termin this case, seven years. A warranty term does not guarantee the product will last for that duration but rather ensures qualifying issues will be addressed if they arise within that time. Our policy excludes coverage for damage resulting from normal use, misuse, improper setup, or environmental stress. It should also be noted that the issuance of a replacement does not restart or extend the original warranty period; the original purchase date continues to govern warranty eligibility.
  
  The customer submitted their first warranty claim on December 18, 2024. Although the photos showed damage consistent with water poolingwhich places excessive strain on the material and is not coveredwe still honored the claim and issued a replacement as a gesture of goodwill. Our installation guidelines advise customers to set up *********************** in a way that avoids low points and allows water to run off.
  
  The second claim was submitted on February 25, 2025. The images provided did not clearly demonstrate a defect in material or workmanship. Based on the information submitted and our stated warranty terms, we could not approve a second replacement. That said, if the customer would like to send the product in for an in-person evaluation, we would be happy to inspect it and reassess based on physical findings.
  
  While we regret that the customer is dissatisfied, our team followed policy and acted professionally throughout the process. We remain committed to fair and consistent service for all customers.

  Customer Answer

  Date: 05/02/2025

  I am rejecting this response because the cover is clearly poorly made. Although the product is marketed with a 7-year warranty, the company has failed to honor it. My cover is well within the warranty period and has developed tears despite only being exposed to normal weather conditions. I take care to remove water from the cover daily, and had I been informed it couldnt withstand water exposure, I never would have purchased it.

  
  The companys own website claims the cover is waterproof, UV-resistant, durable, and mildew-resistant. None of that has proven true so far with durability and water. This is a case of false advertising and a failure to stand behind the product and warranty.

  
  I do not want a replacementI want a refund. I cannot support a business that misrepresents its product and refuses to take responsibility. If this is the level of quality and service provided, I might as well buy cheaper covers annually instead of paying a premium for something that doesn't last and isnt backed by the manufacturer.

  I also want to highlight that I was treated disrespectfully throughout this process. When I requested to speak with a supervisor, I was flatly told that I could notan unacceptable response from any reputable company. This only further illustrates how unprofessional and evasive this business truly is. In my own line of work, if I ever treated a customer that way, it would cost me my job and likely end my career.

  Business Response

  Date: 05/02/2025

  While we understand the customers disappointment, our warranty *********************** material defects and workmanship issues. Not damage caused by external conditions. The warranty also does not guarantee the product will last the full period, only that qualifying defects will be reviewed and addressed during that timeframe.
  
  The first warranty claim photos showed damage consistent with water pooling, where water accumulates in low areas and places significant stress on the material. While this type of damage is not covered under warranty, we still provided a replacement.
  
  The second warranty claim involved a different type of damagenot clearly attributable to pooling but also not showing any defect in material or workmanship based on the images provided. We ask the customer to return the product for in-person evaluation so we could properly assess the issue, but if the customer declines, then without being able to physically inspect the item, we are unable to confirm any qualifying defect.
  
  Its important to note that our covers are water-resistant, not waterproof, and are designed to shed water when properly installed. They are not built to endure the weight of standing water over extended periods. Our product pages do not advertise them as waterproof, and we include care recommendations to prevent pooling.
  
  Regarding the customers service experience: we have reviewed the interactions in detail and found no evidence of unprofessional conduct. When the customer requested to speak with a supervisor, they were informed that one was not immediately available but could follow up.  Its also important to clarify that Supervisors do not override warranty decisions. All claims are reviewed and decided by our warranty team based on the evidence submitted.
  
  Being nearly five years after original purchase, and with two very different claimsone already approved and the other unsupported documentationit is not reasonable to request a full refund. We remain open to reevaluating the second claim if the product is returned for inspection.

  Customer Answer

  Date: 05/03/2025

  I am rejecting this response because it is not accurate and does not fix my issue.

  1. Your website explicitly uses the term "waterproof," so please stop claiming otherwise. I've attached a screenshot as proof. This only further highlights the lack of transparency and questionable ethics displayed by your company.

  
  2. You only offered to further inspect the cover after I submitted a formal complaint. Prior to that, my claim was dismissed, I was treated poorly, and instead of addressing the issue, you attempted to sell me another cover at a 30% discount. I also requested to speak with a supervisor, and wait on hold, and was denied. For a $375 defective product, the lack of accountability and refusal to escalate the issue reflects extremely poor customer service.

  
  3. If you'd like to send someone to inspect the cover at my home, you're welcome to do so. However, I will not pay a single dollar to return a productespecially when two covers have already failed. It is clear these covers are not as advertised and cannot withstand normal weather conditions.

  
  Ultimately, you've lost a customer for lifenot just me, but also others in my network who have chosen alternative products based on my experience. You failed to stand behind your product and warranty, and your business practices speak volumes. My complaint was intended to inform others and help them avoid the same frustration by choosing a company with better ethics and more reliable products.

• Initial Complaint

  Date:03/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered a cover for my vehicle and it was urgent so I paid for expedited shipping. The order NEVER ARRIVED so I contacted Coverstore customer support and they refused to help me. The order never arrived so I requested a refund for the $30 expedited shipping plus the $298.79 that I paid for the vehicle cover. No one at Coverstore will help me. I should have read their dismal reviews on Trust Pilot before purchasing anything from them.

  Business Response

  Date: 03/25/2025

  Were sorry to hear about the frustration this customer experienced and appreciate the opportunity to clarify the situation.
  
  The order in question was placed on March 18, 2025, with expedited shipping selected. While we strive to meet all estimated delivery windows, these are not guaranteed, and once a package is in transit, delays or issues during delivery are unfortunately outside of our control.
  
  According to ***** tracking, a delivery attempt was made on March 22 and again on March 24. During the second attempt, the package was refused by the recipient, and as a result, it is currently in the process of being returned to us.
  
  We want to emphasize that our customer support team responded promptly and professionally to all her inquiries. While expedited shipping fees are typically non-refundable due to the nature of the service, we made an exception and refunded the $30 shipping fee as a courtesy.
  
  As is standard practice, once the package is returned to our facility, we will issue a full refund for the product. We kindly ask for the customers patience during this process, as return shipping and processing may take a few business days.

  Customer Answer

  Date: 03/25/2025

  I am rejecting this response because:   
  False!  This is completely inaccurate!  I took 2 days off from work and waited at my home on Thursday 03/20 through Friday 03/21 as I had ordered Expedited Shipping.  Fed Ex NEVER delivered the package.  My Fed Ex contact *** ********** in **************** can confirm that absolutely no delivery attempts were made to my home. For reasons unknown the Expedited Order never made it to my home by Friday 03/21.  I tried to contact Coverstore and was not able to reach anyone for assistance. 
  On Monday 03/25 my Fed Ex contact *** ********** in **************** assisted me in returning the order. This was due to the fact that I was forced to purchase another cover for my vehicle as the Coverstore order never arrived and I could not seem to get any information or help from the Coverstore directly.  
  I am keenly aware that orders can be late and that the Coverstore is not in control of said package when it leaves their possession.  However, the fact that I was unable to reach anyone at the Coverstore for days and I was completely ignored is why I have declined this order as the Coverstore was not willing to help me through this ordeal.  I was then forced to purchase another vehicle cover over the weekend from a different manufacturer.  I am respectfully requesting a refund in full when the order reaches Coverstore. 

  Business Response

  Date: 04/01/2025

  We understand your frustration and want to clarify a few details. The $30 expedited shipping charge was refunded immediately because it is not dependent on the physical return of the product. Once the issue with shipping was acknowledged, we were able to process that portion of your refund right away.

  The refund for the item itself, however, follows our standard return policy. Since your return was delivered to our facility this past Friday, it is was being processed. Refunds for returned items are completed within 57 business days after we receive it. 

  Additionally, we believe that some of your inquiries reached us over the weekend. Our customer service team is available Monday through Friday from 8 AM to 6 PM (CST), and any messages received outside of these hours are addressed as soon as were back in the office. We strive to respond within 12 business days.
  
  We can confirm this customer was fully refunded. 

• Initial Complaint

  Date:12/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In October of 2024 I ordered a protective cover from Coverstore for my grill station. The ordering process includes selection of the item to be covered. I appropriately, selected an L shaped grill station with a hood. The item arrived in a timely manner. It was properly L-shaped and fitted the grill hood in the correct place. Unfortunately, it only covered the countertop of the grill station. I called customer service and explained that the ********************** they provided only covered the top of the grill station. She, the customer service agent, promptly reminded me that mine was a custom order not qualified for return or exchange. She also told me that I provided incorrect measurements which resulted in a 12-inch- long cover. I explained that my order was for a grill station cover and questioned what grill station was only 12 inches high? The customer service agent responded in an irritated tone that we receive a lot of orders, and dont have time to review every order I argued that the company shares responsibility when its ordering application is followed. Further, I paid $200 for a cover and received an item worth $30-$40 dollars at best. The company **** me the value of the product not delivered. In my estimation valued $160. The only remedy offered by the cover store was a re-order with 40% discount. This meant I would have to pay Coverstore another $120 on top of the $160 they did not deliver. This solution was not to my satisfaction. I replied to a follow-up email from a supervisor who never replied back to me. If Coverstore intend to enforce their no refund policy on custom items so fiercely, they need to put in place quality measures up-front to insure that measurements submitted match the item selected. In my case, it was an "L-shaped" grill station. The measuring app can also stand to be clearer, and the customer service staff better trained to assist customers when they call. I want to be reimbursed the balance of the value I paid but did not receive.

  Business Response

  Date: 01/03/2025

  Thank you for reaching out to us regarding your custom L-Shape Island Grill Left Hood Cover. We understand how important it is for your cover to meet your expectations and protect your investment, and we appreciate the opportunity to review your concerns. After thoroughly investigating the details of your order and interactions with our team, we have confirmed the following:
  
  ***** to Measure Guide: On the product page for the L-Shape Island Grill Left Hood Cover, we provide a step-by-step "How to Measure" guide, complete with detailed instructions and line drawings to help customers take accurate measurements for their custom covers. This resource is designed to assist in ensuring a perfect fit.
  
  2.Custom Measurements Provided: The measurements submitted for the cover indicated a back height of 12 inches. The back height measurement should be taken from the top of the counter to the ground as shown in our instructions. This ensures that the cover extends down to fully protect the island, not just the countertop. The provided measurement of 12 inches resulted in a cover that only partially met your expectations.

  3.Order Confirmation: To ensure accuracy, we send a detailed order confirmation email right after the order is placed. This confirmation includes all the measurements submitted, providing an opportunity to review and correct any discrepancies before production begins.

  4.Automated Process for Quality and Speed: Our production process is highly automated to minimize touchpoints and ensure a consistent, high-quality product with a fast turnaround time. Once the order is submitted, they are processed directly to manufacture your custom cover.
  
  5.Custom Policy: As noted during your interaction with our team, custom covers are non-refundable as they are uniquely crafted to the specifications submitted. This policy helps us maintain quality and fairness across all custom orders.
  
  While we have fulfilled the order as specified, we understand that the outcome did not align with your expectations. To ensure your satisfaction, we will issue a store credit within 5-7 business days as a gesture of goodwill. This credit can be applied toward reordering a replacement cover that better suits your needs.

  Customer Answer

  Date: 01/03/2025

  I appreciate Coverstores response to offer store credit. However at this juncture, I have no use for store credit. I had to seek other remedy to protect the grill station from rain and snow which has already began to fall. I reiterate my request for reimbursement of the product value I did not receive which in my estimation is $160 dollars. 

  Customer Answer

  Date: 01/03/2025

  I appreciate Coverstores response to offer store credit. However at this juncture, I have no use for store credit. I had to seek other remedy to protect the grill station from rain and snow which has already began to fall. I reiterate my request for reimbursement of the product value I did not receive which in my estimation is $160 dollars. 

  Business Response

  Date: 01/06/2025

  Since the customer made an error on their order, as a courtesy we have issued a store credit so they can reorder with the correct specs. 

  Customer Answer

  Date: 01/06/2025

  I am rejecting this response because:   I appreciate Coverstores response to offer store credit. However at this juncture, I have no use for store credit. I had to seek other remedy to protect the grill station from rain and snow which has already began to fall. I reiterate my request for reimbursement of the product value I did not receive which in my estimation is $160 dollars. 

  Business Response

  Date: 01/07/2025

  We understand that store credit may not be the preferred resolution for your current needs, and we regret that it does not meet your expectations for reimbursement. Please be assured that our intention was to resolve the matter promptly and amicably.
  
  Our policies are designed to ensure fairness and consistency for all our customers, and we believe we have fulfilled our obligations by delivering the product as ordered and offering an alternative form of compensation. At this juncture, we have reached an impasse in finding a mutually agreeable solution.

  Customer Answer

  Date: 01/08/2025

  I am rejecting this response because:   As the companys representative indicates, we have reached an impasse. 
  Efforts made to resolve this matter have been minimal, and not made in good faith. 

• Initial Complaint

  Date:12/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered cushions and then needed to cancel. They had originally showed January 2nd for the delivery. I tried contacting them numerous times and finally got an email reply that it was too late to cancel followed by a email stating it shipped. Overnight! So they saw I wanted to cancel and then sent something that was already manufactured. Not to mention the material is terrible and Im allergic to it and the color is not what was described. They are a fraudulent deceptive company.

  Customer Answer

  Date: 12/26/2024

  I have since received the items and they are not as described and are made of toxic materials that Im allergic to. I have requested a prepaid label to return the items for being not as described and am awaiting a reply from the company. Their actual factory is in ***** and their US address is just a PO Box. Very fraudulent and unethical business practices. 

  Business Response

  Date: 12/27/2024

  The order, placed on December 10, was for custom-made cushions. During the checkout process and as outlined on the companys website, custom orders are final sale and cannot be returned. Made-to-order items are processed within 24 hours of order placement, with production beginning promptly to ensure timely delivery. As a result, cancellation requests made after the 24-hour window cannot be accommodated. Records indicate that the customer's cancellation request was received on December 21, several days after production had already started and after the item had shipped. Additionally, the emails provided show that the customer replied to a "do-not-reply" address rather than contacting the companys customer service channels. There are no records of calls from the customer prior to this date. The companys toll-free number is available Monday through Friday, 8 AM6 PM CST, with a callback option for added convenience. Regarding the concern that the item was shipped intentionally after contact, ***** tracking details (Tracking ID: ************* confirm the order was shipped on December 18, three days prior to receiving the cancellation request. The request was also outside the required timeframe for cancellation. After the cancellation could not be processed, the customer raised additional concerns. She stated she would not be home for the delivery and claimed she would not be responsible if the package was missing. She also expressed dissatisfaction with the color, which she believed to be white. However, the product ordered was described as "Ivory," which is a cream-toned color, not white. Additionally, the customer reported experiencing an allergic reaction to the material. We would like to reassure her that all our products are made from non-toxic materials. The company remains committed to providing transparent information about its policies, including that custom orders are final sale. We encourage customers to use the designated contact methods for timely assistance and are always available to address any concerns.
  

  Customer Answer

  Date: 12/27/2024

  I am rejecting this response because I cannot use this product due to allergic reaction from the material. It also does not fit the description in any way and is made of toxic material and substandard construction. Their policies ar emit outlined in a transparent way and numerous online reviews and xo lights similar to mine state the same. This company has unethical business practices and terrible customer service. They spend more time fighting returns and refunds then providing product as promised. 

  Business Response

  Date: 01/03/2025

  The custom cushions were produced and shipped based on your original order specifications, and we ensure that all our products are made from non-toxic materials. Since the ordered was completed as ordered, we are unable to offer a refund at this time.

  Customer Answer

  Date: 01/03/2025

  I am rejecting this response because they are not correct and the material IS toxic and caused an allergic reaction!. 

  Business Response

  Date: 01/06/2025

  The customer reached out to us directly on 1/3/25, and we have offered them the option to return the item for store credit. There has not been a response from the customer as of yet. 

  Customer Answer

  Date: 01/06/2025

  I am rejecting this response because: as stated the fabric and product aggravated my allergies. And then I was treated very poorly by customer service, so much so that I will never order another thing from this company unless I get a full refund for this order and can test any future product to ensure it does not have an adverse effect on my health. Further, they are now offering me a credit but not a refund but going against what they stated earlier that they do not accept returns for custom items. And the sizes of these cushions are standard not custom sizes so all of this is just an attempt to not refund my hard earned money for the substandard and falsely advertised product. I will only accept a full refund.  Lastly I did not reply because they told me they would not work with me unless I dropped this BBB complaint. 

  Business Response

  Date: 02/11/2025

  We understand that store credit may not be the preferred resolution for your current needs, and we regret that it does not meet your expectations for reimbursement. Please be assured that our intention was to resolve the matter promptly and amicably.
  
  Our policies are designed to ensure fairness and consistency for all our customers, and we believe we have fulfilled our obligations by delivering the product as ordered and offering an alternative form of compensation. At this juncture, we have reached an impasse in finding a mutually agreeable solution.

  Customer Answer

  Date: 02/11/2025

  I am rejecting this response.

  Business Response

  Date: 02/20/2025

  We've reached a standstill and prefer not to continue going back and forth with this customer.
  

  Business Response

  Date: 02/25/2025

  At this juncture, we have reached an impasse in finding a mutually agreeable solution.

  Customer Answer

  Date: 02/25/2025

  I am rejecting this response because:   

   

  This company continues to misrepresent the facts both here and with my credit card company. My investigation is still open and I have evidence to support they have provided false information. 

• Initial Complaint

  Date:02/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchased my Island Grill Cover # ***.BK2 Elite quality level in black in August of 2022 & within 2 months the cover faded from black to gold, which told me that it was a bad dye lot. Since I purchased it through Amazon I reached out to them & they referred me back to the Cover store. I contacted the cover store & they referred me to the warranty section that states that the warranty does not cover "Fading" as you can see in the enclosed photo this is beyond minor fading & looks hideous next to a black smoker cover that's 10 years old. I haver no complaints on the construction as it has held up very well in all weather conditions.

  Business Response

  Date: 03/03/2023

  The Elite material purchased is ideal for moderate direct sunlight. Based on the customer's location and duration of Sun exposure, we consider this 'intense' sunlight conditions.
  
  
  
  The stock-dying, or piece-dying, process begins after the polyester fibers have already been spun together into the material. Once the sheet of fabric is created, the color is then applied. Intense pressure is used to force the dye into the fibers to help the color last longer; another method is to dip the fibers in a vat of dye. However, with either process it is nearly impossible to fully integrate the dye with the fibers once the material has already been formed, and most of the color remains on the outside of the thread. While this process is less expensive, stock-dyed materials are more likely to fade when exposed to intense sunlight. The cover is performing as expected and is not defective. If color loss is important, we would suggest a higher-grade fabric which is solution-dyed, such as our Ultima and Prestige lineup. As a gesture of good will, we can replace the cover as a one-time courtesy with the same (not recommended based on location and experience with Elite fabric) or apply a credit towards an Ultima or Prestige fabric.

  Customer Answer

  Date: 03/07/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)