Eevelle

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 04/07/2015,
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 you replacement cover that will fit your RV. www.nationaldiscountcovers.com If you are interested, please let me know, and I will a have customer service representative contact you to get you a great cover that fits your RV Sincerely, Thank You *** *** / CFO - Operations

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
I reject their response as the were given brand, size , and model so they could varify with mfg. They apparently did not do this, as they said they sent cover for to ft trailer and size was 1/feet. it was so tight that it ripped after days
Regards,
*** ***

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.They returned cover to me, I removed any minor 'marks' on the cover (definitely NOT 'grease' at all) in minutes, cover was not used at all, any marks were either already there when initially received and/or incurred by trying to fit incorrectly supplied cover I too have pictures of my own - showing absolutely no marks now (thus, 'new' condition) but now they won't even accept my attempts to return in new condition even when I offer to pay for shipping Anybody want to see MY pictures?
Regards,
*** ***

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
I do not agree because my item was already late initiallyThis company makes promises verbally and does hold upI was without my item for weeks then they say it must go through a certification process which I was informed could take up to more weeks.I have now called the company three times since the incident and each time the person on the phone tells me "A manager will call you back" and I have still not received a call.Poor customer service towards any customer but when an active duty service member is promised a service by Memorial Day and is blown off, it is even worse customer service.
Regards,
*** ***

Regarding Ms
***'s Complaint:
We are sorry to hear
that Ms *** is dissatisfiedWe have done our best to keep her updated
throughout the order and back-order process, and understand that she has
received conflicting information because we are not only a retailer, we are the
manufacturer as well- This means that we are impacted by multiple different
aspects of the process, as well as being manually updated by another department
outside of the Customer Service Center.
We refunded her a
portion of her purchase back on November 5th for the delay in the amount of
$60.00, added a set of four wheel covers to the order at no cost, valued at
$39.99, and will be expediting the shipping of the cover via UPS Day Shipping
at our expense, once the item is released from US Customs at port and is ready
to shipThese have been sitting at Port since the week of October 26th.
At this time, should the
customer wish to cancel, we are able to facilitate that, which we have let her
know from the date that she ordered, should she wish to do so Although I
understand that she would like a cover free of charge as well as the above options,
which is not something we are able to do at this timeWe can upgrade her cover
to the Goldline at no additional cost, which would ship sooner, we just need to
know what she would like to do
Again, we sincerely
apologize that the gestures of customer goodwill that we have offered to Ms
*** have not been to her satisfaction, and should she wish to cancel her
order and be refunded the remainder of her purchase price, we can expedite that
process for her post haste.
Thank You,
*** / *** *** ***

Regarding this complaint:Thank you for contacting usI apologize that there has been some miscommunication between our agents and the customerPer our returns policy, when a customer is sending back an item for a refund, the return shipping freight is the responsibility of the customer. We
did make an exception for this customer, and in reviewing their customer file, I found that there have been two separate *** return shipping labels created and emailed to the customer via the *** website, to enable the customer to print the label and attach it to the package, and drop the package at any authorized *** shipping locationBecause these are sent from ***, and contain links to the return shipping label, the email service providers usually identify these as spam, and automatically store them in the spam or junk email folders. I have created another label and emailed it to the customer myself (*** Return Shipping Label #***The return email address that I sent the label from is ***.Once we receive the item and it goes through our inspections process, the customer will be contacted directly.Thank You,*** / 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.I will never deal with this company again and I will also let anyone who asks about this cover we have how hard it was to get once we paid for it. I can get my phone records to show how often we called and left messages. I really don't care how this company feels, they cared less for us until I wanted my money back, if there frustrated to bad. Thank you Revdex.com
Regards,
*** & *** ***

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
I read the response and was very dissatisfied with what they had said. This started on 10/07/they expected our money for $withdrew from our account, then on the same day we received a notice from them saying that it was shipped out. I waited for about a week and called *** she said that it was shipped out, asked her for the shipping tracking number that was e-mail to us, well *** says they but a lable on something but was never contacted to pick up, that's when the phone calls started, we called every day and never got a respond from Evelle or from ***, we left messages every day for about daysI finally got ahold of *** and she said she would look in to it but she never got back to us this was on or around the of OctI started calling both sites again and finally I left a message wanting my money back I was very pissed off and Evelle finally called back at 5:30am in the morning to say it's on it's way to us. We heard many excuss's at frist were moving the *** lost the idem, I have never dealt with a company like this before and I will never use them again, They said we were satisfied, no we are not, we were treated poorly
*** & *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Good Afternoon,After careful consideration of this customer's complaintwe have decided to honor the customer's request for reimbursement of the $spent on altering his coverAlthough we do not agree that our company acted outside of our policies in any way, we also do not want our customer to be without something that he can use to cover his boat effectivelyBased on the current fees that we would charge in order to be able to modify the cover ourselves, and taking into consideration the shipping fees, the customer's request will be honored. We will send a check to this customer if they agree to the resolution, in the amount of $100.Thank You,*** / Customer Service Supervisor

We apologize for the price list error on our site. It is very infrequent that a product gets listed incorrectly. It is part of our Terms and Conditions of sale to respond as notedWe responded immediately to the error and will issue a full refund back to the customer.I listed the
section from the Terms and Conditions below for reference: Typographical ErrorsIn the event that a nationalcovers.com product is mistakenly listed at an incorrect price, nationalcovers.com reserves the right to refuse or cancel any orders placed for product listed at the incorrect pricenationalcovers.com reserves the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card chargedIf your credit card has already been charged for the purchase and your order is cancelled, nationalcovers.com shall issue a credit to your credit card account in the amount of the incorrect price

Received a direct email from Mr*** to our Returns Department on 5/17/ He expressed his apology and asked we send him the strap and $ to repair We are reaching our to Mr*** to coordinate

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
The company did not respond regarding my complaint about charging my credit card for the product on 9/30/when the product was not received until 11/20/15. They have not addressed the policy of charging customers at time of order rather than at time of shipment but choose instead to use customer money as a free line of credit. The company did not respond regarding my complaint about continuous information about product availability posted on their website.Because the company took more than a week to reply to this complaint, by the time they offered a product upgrade which was available the entire time I waited, the ordered product had been shipped only minutes after I received their response. This offer seemed like a very logical solution to the problems I experienced but was never offered until I filed a Revdex.com complaint. The company refused to offer my cover gratis as I requested, even after admitting I had been given "conflicting information" over the course of two months as well as their admission of multiple difficulties in their internal operations and communications.Finally, while the company reported in its response that "We have done our best to keep her updated throughout the order and back-order process..." the reality is that the company never once gave me any updates, corrections or information proactively but only when I contacted them, sometimes having to plead or cajole someone to respond
Regards,
*** ***

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.I admit that I used profanity on the phoneIt took calls over the coarse of days to get a response from the companyWhen I did finally speak to the customer service rep, she repeatedly asked me questions as to why I was calling and every time I tried to answer her questions she would immediately talk over me until I would quit talking then she would quit talkingAfter about minutes of this treatment I asked if she was interested in hearing my response to any of her questions and she said go ahead and as soon as I started to explain why I was calling she started talking over meBeing very frustrated at this point, profanity came out and guess what she heard that Her follow up email stated that she was unaware of any defect based on the pictures I sent which showed all sides of the vehicleShe asked for more photos but didn't say of what. The photo's I had sent showed that the cover was to short for the vehicle it was designed forShe also stated that based on the photo's I sent the cover fit correctly which is when I realized I had no choice but to try and use the coverShe also stated that they would send a call tag for return but if they determined there was no issue with the cover it would be my expense to return the cover to them and also my expense for return shipping back to me. I then would have another $of shipping cost into a cover that doesn't fit correctly and I cannot useWhen ordering I followed their online instructions which indicated and showed that the cover I bought would fit my vehicle and cover it completely wheels excludedMy complaint is that the cover didn't fit correctly as represented in the photo's and description on their website. The photo's I sent to them clearly show the side length being to short. In my opinion this company has had a lot of complaints on product recently and are making every attempt to not stand behind their product and honor the year warranty which was a big part of my willingness to buy from them in the first place. I would never have purchased knowing what I know now.
Regards
*** ***

In order for us to issue a refund we would need to get the cover backIf customer is interested in that, we'd contact the customer with return instructions.*** CanlerCFO/COO

Appreciate the customers concern We will waive the restock fee on the return in question I have updated our Returns Department to reach back out to the customer

Dear [redacted], 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 10/05/2014,...

regarding a golf cart cover you purchased from our website. We take your complaint seriously, and would like to earn your trust again. As a gesture of goodwill, I would like to offer you a 50% discount for any new product we have on our website if you are interested: http://www.nationalgolfcartcovers.com/ If you are interested, please let me know, and I will a have customer service representative contact you to get you a great cover that fitsyour golf cart Sincerely,    Thank You  [redacted] / CFO - Operations

Case #: [redacted] Dear Ms. [redacted]:I am in receipt of your Revdex.com notice.  On 4/6/2015, Mr. [redacted] submitted a case stating he purchased a boat cover on 1/8/15 online at www.N[redacted]com, order #[redacted]. [redacted] was charged immediately.  He...

stated that he used our website and provided the year make and model and provided exact specs (DONZI 1998 235SC).  Mr. [redacted] stated the cover he received was for a v-bow shape not round. National Boat covers offer semi custom covers which accommodate a multitude of boat styles. Our site does not have an exact cover for the model boat that Mr. [redacted] has and his boat style comes in different shapes in regards to the bow.  Our web schematics did not have Mr. [redacted]’s exact boat model as a selection.  This is where the order error may have occurred and resulted in the incorrect cover being sent.  Again please keep in mind our covers are semi custom. On 2/16/15 We received the cover back from Mr. [redacted] in used condition.  The cover was returned to us with a 5” grease stain.  Our return policy is very clear in stating that the cover must be returned to us in new condition.  This was not the case and pictures were provided to Mr. [redacted] regarding the condition of the cover. All documentation is included in the response to include our web schematic for ordering, pictures and our return policy.

Date Sent: 9/26/2017 11:20:18 AMCustomer will be sent a ship label to return the cover for a refund.  Our Return Department will send the label and instruction later today.Only requirement for all our returns is that it is inspected and in new condition.

Eevelle stands by its policy as stated previously and our original response to the complaint.