Eevelle

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [I appreciate your offer to replace the RV cover with a correct sized cover but unfortunately due to the lack of response form Eevelle, National Cover I had to go to another manufacturer to get get a correct sized cover I wish this offer was made sooner, maybe we could have come to a settlement But since the past managers made statements that are not true and continued to ignore my needs I had to move on to another manufacturer I would appreciate Eevell, National Covers returning my money to my credit card I used and stop fighting with me The charges for the cover are in dispute as we speak Please get involved and credit me my money back I'm enclosing my documents that was sent to Visa on June rebutting the less then truthful comments made by Emi of Eevelle In an April email I asked Eevelle (Emit) to please alter the cover to fit my RV and she responded via that the cover can not be altered Then in June she said to Visa that she offered to alter the cover to fit and that I never responded she is less then honest See exhibit A, it shows me asking to have the cover altered and it shows her stating that it can't be altered A new cover was never offered But so much arguing and time have gone by I had no choice but to move on with another manufacturer Please resolve this peacefully so we can all move on Sincerely, [redacted] ] Regards, [redacted]

Regarding this complaint-First, we apologize for the customer's frustrations.We recently moved facilities, and although we have tried to address all of the returns that have come in to the new shipping and receiving department, we have become backlogged to a degree not previously experiencedMs [redacted] 's refund paperwork was sent to our Accounting Department this week, and her refund will be applied within the next 2-business days, as the entire process generally takes 3-business daysWe will contact Ms [redacted] when we are back in the office tomorrow, and discuss what options we have to further assist her at our expense, as a gesture of customer goodwillAgain, we sincerely apologize that Ms [redacted] 's experience has not been the absolute best that we as a Company can offer, and we will reach out to her on Friday, November in the efforts to better her customer experience.Thank You,National Discount Stores

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolvedThank you for your assistance in this matter [redacted] from National Discount Stores has contacted me and they are offering to compensate me $for the time and labor that it took to alter the boat cover in question This is a satisfactory solution to the situation and I am accepting their offer Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] All I want is a cover that fits per their guaranteed clam on their websiteI would assume that the lack of respect that I was shown is directly contributed to my southern accentAlso, as I stated before I attempted to install the cover onceMy boat is very clean any oil stain was very minor in nature if visable at all after I cleaned it per their instructionsFurthermore, it is my claim that because I refused to be talked to in such a condescending manner it was consequently labeled usedI paid for a guaranteed fit boat cover and I demand that they stand behind their statementUnfortunately, this happens much to often to us southerners that because we talk slow we sometimes get treated with type of disrespect by not allowing us to finish our sentencesOnce again, I will return to cover to this company but I have no confidence that it will fit my boat per their guaranteeIf you read their response they are already giving themselves an outAgain, I order this cover make and model specificSomething just doesn't seem right here! Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I asked for a strap so I could have the straps all match I have it on my phone and it was sent April 10thAt this point I don't think anyone should buy from them and if they want to send me a strap that will be fine and if they don't that will be fine tooThe only way to satisfy me now would be send me a new one that is the way it was supposed to be and I will send the bad one back

Customer [redacted] purchased an Eevelle Golf Enclosure through [redacted] .com Contacted [redacted] .com her desire to return the Golf Enclosure On 6/20/17, [redacted] .com contacted us (Eevelle) for a return authorization We reached back out to [redacted] .com on 6/22/for a copy of the customers ( [redacted] 's) sales order Received the receipt from [redacted] .com On 6/28/a Return Goods Authorization was sent to the customer (RGA # [redacted] ) to return the Golf Enclosure to our address in Carlsbad, CA.We believe that has satisfied the request from the customerAnd are awaiting return of the product for inspection, and refund

Regarding Mr [redacted] , the item that he paid for was an RV cover that was warrantied for yearsWe advised that if he wanted coverage for a year warranty, he could pay the remaining balance for a year warranty coverage period, which he declined.We did not tell him that we would resolve the situation with an arbitrator, as we have a warranty specialist who operates in-house.Per his Invoice, which I have attached, he purchased and received an RV Cover that was covered for a period of yearsYou will see that the item SKU contains NDC at the endThat SKU is used for items that have year warrantiesI have also attached a copy of the original order per our dashboard, showing the SKU as well.I understand that he may have received incorrect packaging, but the warranty coverage and price difference was explained in full.You can see under the sale price, shown below, that the NDC brand carries a year warranty:Special SavingsOriginal Price: $389.99No Code Needed (-$195.00) - 50%Sale Price: $194.99+ Free ShippingAvailability - IN STOCK - Ships next business dayFREE SHIPPING•EASY RETURN POLICY•FIT GUARANTEENDC Brand Specifications· Marine grade waterproof roof· Maximum UV protection prevents sun damage· Zippered panels allow easy access to all entry points· Easy flow air vents for billowing· Adjustable front tension panels to remove unwanted slack· Reinforced corners for added protection· Military grade strap and d-ring supported anchor points· Anti-hit reflective panels for added safetyNDC Brand Includes· Year Warranty· Adjustable front and rear tension panels· Reinforced ladder cap· Matching stuff sackRead Reviews:You can view the item in question by viewing the below link[redacted] If you click “Add to Cart”, you will see that the SKU matches the item shown on his Invoice #129879.I completely understand that he would rather have a year warranty than a year warranty, but we did send him what he paid for

Mr [redacted] purchased a Toy Hauler Cover from National Covers on 3/29/ We received a request for return in JuneAlmost days after the purchase and beyond our Day Return Policy We agreed to allow the return based Mr [redacted] paying the freight ( as per our policy), a restock fee and the cover was required to be in new condition ( for us to be able to resell to another customer) The cover was returned and inspected on 7/11/ It was not returned in new condition as per our agreement As we cannot resell that cover in the present condition.Mr [redacted] was sent the denied return email on 7/11/with an explanation along with pictures of the cover to support We notified Mr [redacted] we would be happy to return the cover to himI have attached a link to our Return Policy for reference.http://www.nationalrvcovers.com/a/return-policy.html

Customer purchased an RV Cover from National Covers on 10/26/ The purchase was by the customer through our website.The customer purchased a 27-28’ Semi Custom Cover The customer received from us a cover measuring 342” (28’ 5”) The cover is the correct size to what was ordered.The customer was sent an order receipt and confirmation that also indicated the size of the cover ordered.Upon installation the customer noted that the cover tore Thus not covered under our Return or Warranty policies

Regarding this complaint-Again, we understand the customer feeling frustratedWe still stand by our offer to send the customer a pre-paid shipping label to bring the item in question for inspection, in an effort to ensure that the product that our customers receive is exactly what we advertise on the websiteAdditionally, we manufacture and offer semi-custom coversThe photos on the website are an example of the way our cover may fit on one particular RV modelWe don't have photos on the website showing how the product will fit every single RV type on the marketAlso, our product specs are available on every product page for review so that our customers can ensure that what they are ordering will be the best fit that they can get from usShould the customer wish to do so, he can contact me directly at [redacted] .Thank You, [redacted] / Customer Service ManagerNational Discount Stores

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** The only thing we will except is our money back when you pay for the return. The web site is very miss leading and that doesn't seem to be a company we want to do business with.Your cover is ft too long and that's not what you lead us to believe we would be gettingThis is our 3rd cover we have bought from you and now you treat us like this? This will be our lastYou need to pay to return your wrong seize cover and give us our money backIt's still in the box and we're not taking it out,because you'll find something wrong with it as a excuse not to pay

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Although the company excuses itself from its bad business practices, even as it admits them, I choose not to tolerate them. I will continue to reject responses which do not address the solutions mentioned in my complaint so as not to have this case closed and registered as resolved
Regards,
*** ***

Response to claim ID ***: Customer placed on order for a 25/foot semi-custom RV Cover through our website on 11/14/. We shipped the customer what they had ordered on 11/14/. Customer submitted a return request on 11/17/ claiming the cover was too small. We
issued a return authorization to return the cover. The cover was returned and inspected on 12/6/17. The cover was returned with marks and stains in used condition. Our return policy states all products must be returned in new condition. We notified the customer via email on 12/27/with pictures and explaining we cannot accept his return. We noted we could return the used cover. He contacted us on 1/16/and requested the cover be sent back to him. We shipped the cover at our expense. A link to our Return Policy is attached. https://www.nationalrvcovers.com/a/return-policy.html *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Regarding Mr ***, we reached out to him two days after he spoke to ***She let him know that she would be in touch as soon as we could figure out what had happened.I received the information about the situation on the 29th, contacted *** and our shipping department, and confirmed that *** had
lost the package.I sent a replacement out the next business day, notifying Mr *** of my intentions, sent it *** Next Day Air for Saturday delivery, and it was delivered to him at 12:13pm 10/31/per the tracking number, ***After our last conversation, he was completely understanding and appeared satisfied with the resolution

Dear *** *** I am the new director of operation at Eevelle, the manufacturer of covers for boats, bimini tops, RVs, and Golf carts.We have a new management in place, and I read with a lot of concerns the negative feedback you left on the Revdex.com website back on 03/11/2015, regarding an RV
cover you purchased from our websiteWe take your complaint seriously, and would like to earn your trust againAs a gesture of goodwill, I would like to offer a 25% refund ($81.75) on your purchaseI am not in a position to offer a full refund since our notes indicate the cover is not in a new and resalable condition which is our requirement for an exchange or refundUnfortunately, we do not have a smaller cover of this type that would fit your vehicle perfectly, so we are not able to accommodate an exchange. If you are interested, please let me know, and I will authorize a refund check for $81.75. Sincerely, Thank You *** *** / CFO - Operations

Dear Mr ***,I am sorry to hear that our offer to exchange your item per our returns policy is not something that you would find satisfactoryUnfortunately, that is currently the only way that we are able to make an exchange and get you another Bimini top that would better suit your needsIf you have any questions regarding our returns policy, of wish to return your item in NEW condition for an exchange or a refund, please contact us at [email protected] can expedite the production of a replacement once we have the item returned here in NEW condition, and expedite the shipping of the replacement to youAt this time, that is the proposed resolution that we are able to offerWhile we understand that you are feeling very frustrated by what you heard was communicated by one of our employees, we still need to adhere to our Company policies in order to ensure that you as a consumer are being treated according to our website and policies, and that we as a Company are stepping up and offering you a solution that is fair and equitable to all parties involved.Thank You,***Customer Service Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
National Covers shipped us a cover 33-ft cover and we ordered a 34ft coverNational shipped the wrong one so to return it we shouldn't have to pay for shipping
Our invoice says 34ft rv cover for 5th wheel.National shipped the wrong one

Response to Claim # ***: Customer ordered an RV Cover through our website on 10/26/17. Customer contacted us on 11/27/stating the cover was too small for his RV. And in the process of installing the cover it ripped. We contacted the customer and informed him we cannot accept the cover back. As stated in our Return Policy, the product needs to be retuned in new saleable condition. Customer was informed and his return claim was denied. A link to the Return Policy is below: https://www.nationalrvcovers.com/a/return-policy.html

Case #: ***, *** *** Dear MsNaylor: I am in receipt of your Revdex.com notice. On 11/23/Mr*** submitted a case stating he was not satisfied with the three options provided to him for the replacement of his cover under warrantyOur
website and documentation clearly outlines our Warranty which is found on our website: www.nationaldiscountcovers.com/a/warranty.html This includes our statement: IN ALL INSTANCES THE MANUFACTURER WILL, AT ITS SOLE DISCRETION, REPAIR THE DEFECT OR REPLACE THE PRODUCT ON A PRO-RATED BASIS Eevelle sells and distributes its products all over the country Eevelle selects and purchases all its own materials and has every level of confidence the fabrics will match the term of the warranty. Unfortunately, the weather conditions where our product is used and the storage habits of our customers vary significantly. For this reason, Eevelle determined the pro-rated warranty option to be the best way to provide the best level of service in these rare events Mr*** was given three options regarding the replacement of his cover (1) full credit towards an upgrade to the Goldline cover(2) Prorated credit on the existing warranty toward the purchase of the same cover(3) Free patch kit Mr*** did not approve of or select any of the warranty resolutions. Therefore in the act of customer good will we sent Mr*** two free patch kits on 11/14/ This matter is now closed. Please let me know if there is any other information you might need. Sincerely, *** ***, Customer Service Assistant Manger ***@eevelle.com