800 SpaCover

Review: I ordered a spa cover with specific measurements, and received a spa cover that are not the correct measurements.

Order placed 9/12/13, shipped on 9/23/13, arrived 9/27/13. I installed the cover night of 9/27/13 and found it is over 1 inch too big, and slides around on the hot tub. I repacked the cover and emailed the company on 9/28/13 to which I received an email stating that they forwarded the email to the department that handles that, and they would contact me. No one contacted me, so I called on 10/7/13 to which I was given another phone number, no answer. I called again on 10/8/13 and someone took my number and was told they would call me back. No one called, so I again called yesterday 10/11/13 and was transferred to someone who told me I need to send pictures of the error. I asked for a refund, and was told they are the manufacturer, not the company I purchased the cover from, and I would need to call 800 spacover for the refund. I called them back and was told I need to call "the other number for that" which is the manufacturer, and I told him they told me to call him, he said that he doesn't handle refunds, and I need to call the other number for that. So both parties are claiming that I need to call each other for refund. I asked for a manager, was told to send email to the same email address I already sent one to. This is ridiculous, I'm tired of getting the run around from these people.Desired Settlement: I want a full refund of $395.00, and this incorrect cover picked up from my house.

Business

Response:

Initial Business Response

We have asked the customer to take a picture of the cover showing us what the problem is so we can fix it and the customer refuses to cooperate. At this time we have no idea if we made the cover wrong or the customer ordered the cover in the wrong size. There is nothing we can do until the customer sends us a picture showing what the problem is.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I received an email indicating that they will not refund my money, after sending them the pictures that they asked for, proving that the cover is too big. This company is impossible, and I just want a refund as they have not delivered the product that I ordered.

Final Business Response

On 09-28-13 you sent me an e-mail with this message.

Comments: I received my spa cover, order [redacted] and it is not correct. My hot tub is 91 x 91 with a 7 inch round corner, and the cover you sent me is 91 x 92. It does not fit, how do I return it?

That cover was built well inside the industries standards for a spa cover. Allowing a 1/2 clearance on two sides are standard construction practices.

Your pictures indicate that you may have order the cover a little to large but an over sized cover has no effect on the efficiency of the cover.

Therefore, we are not planning on sending a truck for pick up or refunding your money. I'm sure you will soon realize that a little larger cover is much easier to remove than one that is built tight.

Hope this will answer all your questions.

Management