Eevelle

Hello,In looking up the history of this customer's file, I see that we offered to bring back the customer's item in order to either replace it or refund them, per our returns policy (On our website) which states as follows:"Return PolicyReturns / ExchangesWe want you to have a quality product that...

suits your needs. Within 30 days of receipt of your order, you may return your item for refund or exchange. CONDITIONSThe product must be in new condition, in the original packaging, and contain all original components.Soiled, wet, mildewed, torn or otherwise mishandled covers cannot be accepted.The cover must be clean and free of debris, including grease stains or pet hair. (Please be sure your boat is clean before you try on your cover)Custom and Special Order products are not refundable or exchangeable. If you wish to return your new item for a refund or exchange, please contact us via phone at 800-616-0599 or email your request to [email protected].  Upon approval, you will be provided a Return Goods Authorization (RGA) number.  You will also be sent a pre-paid UPS Shipping Label via email.  Please print and attach the UPS Shipping Label to the outside of the box(s) being returned. For shipments outside of the lower 48 United States, all freight and applicable duty charges are the responsibility of the purchaser. This includes the intitial purchase and any returns/reshipments.We cannot accept any packages freight collect or COD.  All returned items require an RGA number and are subject to inspection prior to final approval for a refund or exchange.  You will be notified with final determination once returned product inspection is complete.REFUNDSAll purchases that qualify for refunds will be credited to the same method of payment that was used for the original purchase. All approved refunds are processed and credits issued within 5 business days. Note: it may take an additional week for the credit to show on your statement. EXCHANGESReplacement products will be shipped after we receive, inspect and approve your returned product.If you need your new item immediately, you may consider placing a new order.  Please notify your Customer Service agent."In the customer's confirmation email upon receipt of their purchase, we do state that during peak season, lead times may vary. Summertime is peak boat season, and our biminis are taking longer than normal. Also, we do not send out a replacement until the returned item is received, inspected, and confirmed to be in new condition. It is understandable that the customer is frustrated, but we have offered to bring back the item at our cost, and exchange or refund the item so long as it is returned in new condition.Thank you,[redacted]-[redacted]Warranty Specialist / Eevelle, LLC.

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.1.  Below is a copy of the email I sent to the company on 3/21/2015 explaining my position in detail and listing the multiple times my calls and messages went unanswered, including the ultimatum I proposed for 4/4/2015.  Since I did not hear from Eevelle by email or phone by 4/4/2015, I proceeded with filing my complaint with the Revdex.com.  Re: INVOICE 206168  From [redacted] P [redacted], MD [redacted]To [redacted],I received the boat cover in the mail yesterday, 3/20/2015, and inspected it thoroughly to try to understand what you and your manager are referring to as "stain marks" and "damaged fabric".  What I discovered were actually small tears in an interrupted pattern highly suggestive of a manufacturing defect on the underside of the boat cover.  There are NO "stains" as you stated in your previous email.  I admit, however, that I did not inspect every square inch of the boat cover, especially the underside, when I first received it from your company, as I trusted it was in a new and unblemished condition.  A manufacturing defect would have easily gone unnoticed by me, since I was more concerned about a proper fit, and since the defects are on the underside of the cover.  The interrupted pattern of the fabric tears could not have resulted from rubbing on a sharp object, since that scenario would have produced a continuous tear, not the multiple tears that are spaced apart on my boat cover.In addition, I am already fully aware of the Return Policy; however, I will remind you and your manager that I DID return the product "in new condition, in the original packaging, containing original components . . . free of debris (including grease stains or pet hair)".  I certainly agree that the fabric appears "damaged" but NOT by a single fitting to my boat, but by your manufacturing process.  My first impression of your company and my buying experience was actually quite positive--I even took the time to give Eevelle a 4-star review online.  However, I am deeply troubled and disappointed about my return/exchange experience, thus far, since it appears that what I thought was a reputable company, is actually attempting to break its agreement and shortchange one of its customers.  Therefore, if your manager refuses to issue me a full refund or exchange for the next size up (I will pay the additional cost as stated in my previous email), I demand that you forward this email up the chain of command to her supervisor or to the company owner if necessary in order to obtain a fair resolution to this issue.  I have already returned calls twice to your manager, "Emmy", on 3/11/2015, who did not return my calls -- I left a voice mail once, and the second time I spoke to a person who stated Emmy was in a meeting and that he would give her the message.This issue is not worth my time or resources to resolve my grievance with small claims court litigation; however, I assure you, if Eevelle, will not honor their return policy within two business weeks ending on 4/04/2015 in a satisfactory manner, I will proceed to file a formal complaint with the Revdex.com, as some have already done, in addition to posting my experience with the public criticism and complaints I have been reading on Facebook, regarding other dissatisfied customers who have purchased from Eevelle.  [redacted], I am fully aware that you are simply the "messenger" and not the authority to make decisions; however, if I do not hear from your manager or her supervisor, or from the owner by the stated deadline, I will assume you have not forwarded this email, or that Eevelle refuses to honor their return policy.  I will then proceed with actions discussed above.  And, with all due respect, I reject your manager's offer for me to purchase, yet, another boat cover at "half price" which would in essence, increase my net purchase cost to over $450, which is both unreasonable and unfair, for all the reasons stated above.Sincerely,[redacted] P. [redacted], MDCell: 903-714-1444[redacted]
2.  [redacted], Customer Service Assistant Manager stated, "As an act of customer good will Mr. [redacted] was offered a modification to add length to the cover at no charge".  This statement is grossly false and I challenge the company to produce any emails that document this offer.  I have saved every email correspondence and nowhere do they indicate such an offer was ever made.  The company ONLY offered to sell me another boat cover at 50% off which is unacceptable since I did nothing to cause the tear defects in the fabric to begin with. 3.  Once again, and for the last time, I returned the boat cover to the company after only one fitting.  Does attempting to fit a poorly sized boat cover really constitute a "USED CONDITION" as the company continues to insist?  If the tear defects resulted from my attempt to fit a size-too-small boat cover on my boat, then the company should have sent me one that fit correctly in the first place.  A properly fitting boat cover is what I paid for and it is what you advertised to deliver!   Otherwise, I returned the boat cover in the exact NEW condition in which I received it complying with the terms of your return policy.  If the tears did not occur when attempting to fit the cover, then they had to be there from the very beginning as part of a manufacturing defect.  The cover was NEVER "used" as you accuse me of doing, since I put the cover back in the box after trying ONCE to fit the cover on the boat.4.  Lastly, if you are willing to "add length to the cover at no charge" as you allegedly offered to me weeks ago, then I accept your offer.  Of course, if the matter is "closed" as you indicated in your letter, then we have nothing more to discuss.
Sincerely,[redacted] P. [redacted], M.D.

Ms. [redacted],We're in receipt of your complaint and the issues you've experienced with your boat cover. The warranty claim was initially denied based on the photographs you provided and details surrounding the circumstances of the damages. In our experience,the damage displayed in the photos is...

consistent, not with a manufacturing defect, but with either a tension tear or damage caused by animals or rodents, which is specifically not covered under warranty. In spite of this, we want customers who purchase our products to ultimately either be happy with the product they receive or be able to receive a refund, should they meet the criteria for a refund. We won't be able to send you a replacement cover, but we will refund you the purchase price of $365.49 as a goodwill gesture. You will see the refund back on the credit card you used to pay for the item within 5-7 business days. Please allow us the time to properly document this refund and process it correctly.You may keep the cover you received, we are not asking that it be returned. Please let me know if this will satisfactorily resolve your claim. Sincerely,[redacted], Customer Relationship Manager, National Discount Stores

Regarding this complaint-Thank you for your response. Your item did ship via expedited delivery, we credited you $60 back from your original order, and included free wheel covers. Although we understand that you disagree with our business practices, we do work very hard to fulfill the orders and keep our website and customers updated as quickly and efficiently as possible. I do apologize that you are not satisfied with your experience, and appreciate your feedback very much. We are a small team and much of our process is manual at this time, but we are developing the programming to enable the website to connect with our inventory availability and keep our customers updated on a more regular basis than we have the current capabilities to do.Thank you very much for your business and your willingness to participate in working towards a solution.[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]

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 29 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]

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 6/22/17 for a copy of...

the customers ( [redacted]'s)  sales order.  Received the receipt from [redacted].com.  On 6/28/17 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 customer. And are awaiting return of the product for inspection, and refund.

I am in the process of complaining against Eevelle LLC through your office.  You notified me on 11/7/15 that my original complaint, filed through your system, has been forwarded to Eevelle.  This is an update.As you know, I have not heard back from Eevelle.  Meanwhile, the fourth and...

latest promised delivery date for my travel trailer cover that I have paid for because they charged my [redacted] on 9/30/15 has now been broken and I have been given a fifth date for delivery, which of course at this point, I have no reason whatsoever to believe.  The fourth date I was given for arrival of product to them with delivery to me asap was today, 11/14.  When I contacted the company today, I have now been given a fifth date, 11/19.So, to summarize, I have been given the following dates for availability of the product I was charged for on 9/30: 9/29, 10/26, 11/3, 11/14 and now 11/19.Thank you for your work and concern in encouraging businesses to be ethical.[redacted]

Customer was issued a refund of $527.99 on 8/30/17.

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.
 Again, I have a cover that does not fit my RV as advertised at the time of purchase. After submitting photos I was told by customer service that the cover did fit my RV correctly. I used the cover for a couple days only to experience the concerns I had tried to discuss with customer service. The only thing that resolves my problem is to receive a refund for this cover since I can not use it or to have it replaced with one that does fit my RV correctly. I would offer to pay return shipping if given a full refund for the purchase price just to end this problem.Regards[redacted]

I understand there warranty problems but the cover was secured properly and we bought the cover we bought because it was rated high for trailer ability. We trailered it once and it ripped.   I was extremely disappointed in there customer service and the time it takes for them them return a phone call and even more upset that they will not do anything since I was out of town and had no other choice.

Case #: [redacted] P [redacted]   Dear Ms. [redacted]:   I am in receipt of your Revdex.com notice.    On 4/23/2015, Mr. [redacted] submitted a case stating he purchased a boat cover on 1/27/15.  He stated we failed to honor the terms of their return policy as the...

boat cover that he purchased was too small.   On 2/27/15 we received the cover back from Mr. [redacted] in used condition.  The cover was returned to us in used condition with areas of damage to the fabric which appeared to be caused by the cover being rubbed/rubbing on something.   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.   Mr. [redacted] was contacted on 3/5/2015 informing him that we are unable to accept the cover for a return/ exchange or issue a refund as the cover was returned to us in used condition.  On 3/9/2015 Mr. [redacted] spoke to one of our representatives regarding his return and Mr. [redacted] was upset.  As an act of customer good will Mr. [redacted] was offered a modification to add length to the cover at no charge or 50% off the purchase of a new cover which is outside of the company policy. On 3/10/2015 Mr. [redacted] sent an email stating the pictures that were sent to him with the damage to his cover were not the correct pictures and that we sent him the wrong pictures for another cover.  The pictures sent were the correct pictures for Mr. [redacted]’s cover; it was the flash going off while taking the pictures causing the cover to look a different color.  Management made several attempts 3/11/2015, 3/12/2015, 3/16/2015 and left messages for Mr. [redacted] to return our call, but was unable to touch base with Mr. [redacted]. On 3/18/2015 the cover was sent back to Mr. [redacted] as the cover needed to be removed from inspection and Mr. [redacted] did not move forward with the resolutions provided. He was also sent an email confirming the cover was being shipped back.  On 3/21/2015 Mr. [redacted] emailed that he received the cover back that the tears were not tears and there were no stain marks.   Our return policy is very clear and National Discount Stores offered more than a fair resolution to Mr. [redacted] as the cover was not returned to us in new condition.  All documentation is included in the response- pictures and our return policy.

Hello,In response to this customer's complaint, we offer the following notes:06/04/2015:  Customer called in waiting to return his cover. He was unhappy because it did not have the slots to accommodate his ski tower, and said that because it was raining, he had needed to throw it over the tower...

in order to keep as much rain off his boat as possible. I let him know that because he had used the cover to keep his boat out of the rain, although he saw that that the cover was not made for a boat with a ski tower, we were unable to exchange the cover, per our returns policy. He became verbally confrontational, and began to yell over me as I attempted to speak to him.  He was extremely rude and I wound up letting him know that if he did not discontinue cursing and yelling at me, I would need to disconnect the call. He requested that I escalate the call to a supervisor, and I advised him that I was the acting supervisor, but that I would speak to my supervisor. Once we disconnected, I spoke to [redacted], who had been listening to our exchange. She agreed with me that what I had advised him was correct, so I emailed him and let him know that per our returns policy which is posted on our website, we are unable to accept anything back in used condition, and emailed the returns policy to him in quotation marks. NR"These are the notes in the customer's account, from the agent who took his initial call. Any returns, per our policy, must come back in new condition, and our sending a return shipping label is at our discretion, also per our posted returns policy.Had the customer NOT used the cover in the rain, we would have been happy to send him a return shipping label, at our cost, in order to bring the cover back for an exchange, seen here:"Return PolicyReturns / ExchangesWe want you to have a quality product that suits your needs. Within 30 days of receipt of your order, you may return your item for refund or exchange. CONDITIONSThe product must be in new condition, in the original packaging, and contain all original components.Soiled, wet, mildewed, torn or otherwise mishandled covers cannot be accepted.The cover must be clean and free of debris, including grease stains or pet hair. (Please be sure your boat and motor are clean before you try on your cover)Custom and Special Order products are not refundable or exchangeable. If you wish to return your new item for a refund or exchange, please contact us via phone at 800-616-0599 or email your request to [email protected].  Upon approval, you will be provided a Return Goods Authorization (RGA) number.  You will also be sent a pre-paid UPS Shipping Label via email.  Please print and attach the UPS Shipping Label to the outside of the box(s) being returned. For shipments outside of the lower 48 United States, all freight and applicable duty charges are the responsibility of the purchaser. This includes the initial purchase and any returns/reshipments.We cannot accept any packages freight collect or COD.  All returned items require an RGA number and are subject to inspection prior to final approval for a refund or exchange.   You will be notified with final determination once returned product inspection is complete.REFUNDSAll purchases that qualify for refunds will be credited to the same method of payment that was used for the original purchase. All approved refunds are processed and credits issued within 5 business days. Note: it may take an additional week for the credit to show on your statement. EXCHANGESReplacement products will be shipped after we receive, inspect and approve your returned product.If you need your new item immediately, you may consider placing a new order.  Please notify your Customer Service agent."?Please let me know if you have any questions,[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 website. I would assume that the lack of respect that I was shown is directly contributed to my southern accent. Also, as I stated before I attempted to install the cover once. My boat is very clean any oil stain was very minor in nature if visable at all after I cleaned it per their instructions. Furthermore, it is my claim that because I refused to be talked to in such a condescending manner it was consequently labeled used. I paid for a guaranteed fit boat cover and I demand that they stand behind their statement. Unfortunately, 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 sentences. Once again, I will return to cover to this company but I have no confidence that it will fit my boat per their guarantee. If you read their response they are already giving themselves an out. Again, I order this cover make and model specific. Something just doesn't seem right here! Sincerely,[redacted]

Date Sent: 9/26/2017 1:44:48 PMRevdex.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]

Customer contacted our Warranty Department on 7/16/17.   Based on explanation of the claim and pictures provided the customer was denied.  Our warranty states no modification.  The product must also be properly installed and secured. It was noted that there was no visible...

manufacturing defect upon arrival of the cover.  The damage to the cover occurred while being trailered.  The warranty claim was denied.Attached is a link to our warranty policy for review.http://www.nationalboatcovers.com/a/warranty.html

Mr [redacted] purchased a Toy Hauler Cover from National Covers on 3/29/17.  We received a request for return in June. Almost 70 days after the purchase and beyond our 30 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 7/11/17.  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 7/11/17 with an explanation along with pictures of the cover to support.  We notified Mr. [redacted] we would be happy to return the cover to him. I have attached a link to our Return Policy for reference.http://www.nationalrvcovers.com/a/return-policy.html

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 10th. At 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 too. The 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.

We have resolved the complaint, the customer no longer wants a refund because we are shipping his order tomorrow

Case #: [redacted]
 
Dear Ms. [redacted]:
 
I am in receipt of your Revdex.com notice. 
 
On 10/22/2014, Mr. [redacted] submitted a case stating he was not given an order number, a status update or shipping details for his order. ...


 
Mr. [redacted] placed his order via our website on 8/16/2014. Once the order was placed a confirmation email was sent to Mr. [redacted] at [redacted] .  This email may have gone to his spam mailbox which happens quite often.  The cover was made and shipped to Mr. [redacted] via UPS on 8/22/14 Tracking #[redacted] and delivered on Wednesday,  08/27/2014 at 12:56 P.M.  UPS also sent a tracking email to Mr. [redacted] as well.  Mr. [redacted] was sent two emails regarding the back order of his support system one on 8/22/2014 and another on 10/15/2014 with no response to either email.  On 10/27/2014 the support system was sent to Mr. [redacted] via UPS tracking #[redacted] and delivered on Thursday, 10/30/2014 at 4:33 P.M. 
 
Our agents are available 7 days a week.  Monday- Friday 6:00 a.m. – 5:00 p.m. PST and Saturday-Sunday 7:00 a.m. - 3:30 p.m. PST at 1-800-616-0599 or via email at [email protected]
 
We have not received any contact from Mr. [redacted] regarding his issue.  
 
This matter is now closed.   
 
Please let me know if there is any other information you might need. 
 
 
Sincerely,
 
 
[redacted], Customer Service Assistant Manager[redacted]