EmpireCovers

The order in question was placed April 1st 2017--which will be months next weekAll returns and exchanges must take place in the first days from the date of delivery per our return policy on our website which can be found here https://www.empirecovers.com/returnpolicy.aspxWe're sorry
the cover has defects, but you can absolutely get the cover replaced through the warranty, but the warranty is simply a direct replacement of the item that was originally purchased

On July 13, the customer returned a cover to our main office (not our warehouse) without authorization and with a noteThere was no name, order number or other identifiable markings other than an email addressWe sent an email to this email address with no responseAfter eventually locating
the correct customer in our system, we attempted to call her and left a voicemail and heard no reply. The customer purchased her cover on 3/28/which was shipped 3/30/and delivered 4/5/We have a day return and exchange period which the customer was well outside of when returning the cover mid JulyThe customer has since disputed this charge with their credit card and *** *** already decided on this case that the customer is not eligible for a refundWe have offered to replace the customer cover under their product warranty which they have refusedWe're sorry the customer could not reach us over the phone but we are available on the phones days a week with our Monday-Thursday hours being 8:30am to 8pm eastern timeWe're not sure why the customer was unable to reach us as we return all voicemails left overnight the next day and rarely have wait times at our call centerAgain, we are happy to replace any defective item under the product warranty

We've gone ahead and sent the customer returns instructions. We've not only extended our 30 day return period but waived our 20% restocking fee. If the customer follows the provided instructions and ships the product back they will be able to receive their full refund.

We're sorry for any confusion, but no welder is needed to secure the carport. There is no need to weld. We thank you for your understanding.

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 Complaint: [redacted]
I am rejecting this response because:Unfortunately I will continue to reject your responses that don't cover a return of this cover that includes return shipping. I have made my position clear to you. You provided a undersized cover at no fault of my own & have provided terrible costumer care. So this complaint will remain open until you alter your position and comply with my simple request which is to take a defective cover back and pay forbthebreturn shipping. If this doesn't happen this complaint will remain open so that others hear of your lack of customer care and lack of providing a quality product. 
Regards,
[redacted]

[redacted],Please call EmpireCovers.com and ask to speak to a manager. I've put notes on your account and believe we can work with you to resolve this matter to your satisfaction.

The customer received a cover that is fitting the customer's truck. He said the cover is slightly short where the mirrors are, but this is still a proper, normal fit. The customer was offered an exchange to our largest size which would be completely over sized, but would at least fit the width...

of the truck the way he wanted at the mirrors. Unfortunately, the customer placed his original order in our lowest cost material which we don't offer in the larger size. Here is a link to the covers offered in the size that the customer would like to exchange to:http://www.empirecovers.com/search.aspx?size=U-[redacted] The price difference to the least expensive option was too much for the customer and he decided that he would rather have a refund. We consider this matter resolved.

We're sorry for any confusion. There is no need to use a welder to assemble any of our carports. Those instruction template used is used for a wide range of carports types--that being said all carports offered by EmpireCovers.com do not require any welding. Again, we apologize for any confusion, but...

the carport can be fully functional and appropriately installed with no need to weld. When the instructions say to join two parts together, this simply means to insert the parts together as shown in the assembly instructions. Again, there is no welding that needs to take place.

We strongly recommend claiming the warranty as this will resolve your problem. Since the purchase is from over 9 months ago it does not qualify for our 30 day return/exchange period. That being said, we're unable to take your purchase back for a refund.

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

There was no false advertising. Our covers are fully waterproof. The customer allowed water to pool on the cover and stretch and damage the fabric allowing water to pass through the damaged product. We have a 30 day return period that this cover is well outside of--so we cannot take the cover back...

for a refund. The customer was instructed on how to redeem the warranty and receive a brand new replacement. The customer was offered a solution of how to prevent water from pooling and damaging the covers. Again, we are not able to refund an order from July of 2015 and recommend redeeming the warranty for a replacement.

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 Complaint: [redacted]
I am rejecting this response because: The product is not advertised as 100% waterproof "with proper supports"; it is advertised as 100% waterproof.  And, it does not work with proper supports.  This has been tested.  I'm not sure how many times I need to keep restating myself and you feel the need to continue to blame me for your defective product.  This is insulting.  
Regards,
[redacted]

[redacted],It's been 3 weeks since we responded letting you know the options that were available to you to resolve this issue.  Unfortunately, at this point your order is outside of our 30 days return/exchange period. You can read our full return/exchange policy here:  http://www.empirecovers.com/returnpolicy.aspx

Review: I live in a gated community and the only way for delivery companies to enter is to stop at the gate and call us based on the directory in front of them which is posted by owner's name. The delivery company used did not follow this required security step to gain entrance to the property and returned my item to Empire Covers. Empire charged me $10 for the delivery and $10 to return the item. I'm sitting with a $20 charge with no product thru no fault of my own - I waited all day to buzz the delivery truck onto the property and perhaps I should get compensated for my time.

Obviously, Empire should have the issue with the delivery service which failed to follow protocol to gain entry to our property and instead they came after me saying I gave the incorrect address. The address was correct and the delivery folks failed to call me from the gate. I told empire I would not authorize them to charge my credit card for these erroneous delivery expenses. Empire wanted to reship the item and they would deduct one of the $10 charges (this was after they told me there are no exceptions to their policies?!) but after speaking to a few of their folks it was clear that attitudes were arrogant and there was close to no customer service or sensibility so why would I want to order anything from them? They refused to give me the name of the owner or COO, again an action that speaks volume. Perhaps the arrogance starts at the top and permeates the organization. I want a full credit of $20 and perhaps Empire should go after the delivery company which created the problem by failing to follow proper security procedures to gain access to my home.Desired Settlement: I want my credit card refunded for $20

Business

Response:

The customer failed to include nessecary information for our shipper ([redacted]) to properly deliver the package. This was nothing that we could have controlled because we don't know every specific detail involved with each individual delivery. We rely on customers providing us with all necessary information to provide to the shipper in order for the delivery to occur without issue. Per our return policy "If a package is deemed undeliverable or refused and it is returned to

us, we reserve the right to charge the customer for all shipping fees

and a 20% restocking fee." -http://www.empirecovers.com/returnpolicy.aspxWe actually offered the customer the option to just pay the the shipping back to her which would have been a ~$10 charge, which she turned down. Due to the fact that she turned down our offer to make an exception to the policy, we held her to the full extent of our policy. We were charged for shipping to and from the customer due to the customer's mistake. That is the reason that we our policy is set the way it is. We will not be refunding this customer the $20 they are asking for.

Consumer

Response:

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Review: [redacted]

I am rejecting this response because: no delivery vendor is allowed on the property without the owner opening the gate. The delivery person had the correct name and address and should have followed security instructions at the front gate which provided all the information to gain access and delivery the package to my unit. THEY HAD THE CORRECT NAME AND ADDRESS so not sure how Empire is holding me responsible. They need to refund my $20 and get credit from their delivery folks. They always had the CORRECT NAME AND ADDRESS!

Regards,

Business

Response:

This is the same customer as complaint [redacted] which was already ruled on by the Revdex.com earlier today. We feel that there is no more action needed. Below was our response for the previous complaint. Below is the response given before:The

customer failed to include necessary information for our shipper

([redacted]) to properly deliver the package. This was nothing that we could

have controlled because we don't know every specific detail involved

with each individual delivery. We rely on customers providing us with

all necessary information to provide to the shipper in order for the

delivery to occur without issue. Per our return policy "If a package is

deemed undeliverable or refused and it is returned to

us, we reserve the right to charge the customer for all shipping fees

and a 20% restocking fee."

-http://www.empirecovers.com/returnpolicy.aspxWe actually

offered the customer the option to just pay the the shipping back to her

which would have been a ~$10 charge, which she turned down. Due to the

fact that she turned down our offer to make an exception to the policy,

we held her to the full extent of our policy. We were charged for

shipping to and from the customer due to the customer's mistake. That is

the reason that we our policy is set the way it is. We will not be

refunding this customer the $20 they are asking for.

Consumer

Response:

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Review: [redacted]

I am rejecting this response because: they had my CORRECT ADDRESS AND NAME .. not sure how they're justifying their action!Please post my full complaint for all to see. I want a refund of $20 for the error created by their delivery vendor.

Regards,

Review: I am writing about two things that I feel needed to be addressed. First, Customer Service Issues: The inappropriate behavior by customer service personnel. Second, The product I purchased was defective. In October, 2013, I purchased a carport from Empire Covers, based in [redacted], Pa. The carport was 14'W X 36'L X 12'H Round Frame G. It is also known as an RV carport. I followed the instructions of having five men help me build and complete the install. While doing so, we ran across numerous problems: 1. the instructions were only 3 pages long and when we ran into problem, we called customer service, but they refused to help. 2. I also utilized their YOU-TUBE videos for assistance and these too were very vague. 3. I called again for assistance and they refused to help citing I should refer to the instructions. On December 16, 2013, I woke up to find that the carport collapsed. I called them the following Monday and spoke with a sales rep and they refused to help me. They then redirected me to speak with the sales manager and he in turn refused to help and became rude and hung up on me. I then called back in May, 2014 to try to resolve the situation professionally and expressed the damage to the ride-on mower, boat and patio furniture. The manager offered me to purchase another one at 1/2 off but I refused to buy another one, he then got rude and began to yell and hung up again. I simply wanted my money back since it caused extensive damage to my property.Desired Settlement: I would like a FULL refund since this carport was defective and caused extensive property damage. Also an apology from the manager that was rude and completely out of line.

Business

Response:

Hi [redacted] and [redacted],First, this is outside of the return period of 30 days so it is not eligible for a refund. This would only be eligible for a warranty replacement had this issue been covered. In the warranty paperwork that is included with the carport, it specifically says to not allow snow to sit on the carport. The customer said the he fell asleep during a snow storm and woke up to the carport collapsed under the weight of the snow. This is not covered under the warranty. We have offered the customer a replacement carport at a 50% discount to help him out, and the customer has turned that down every time. I have included the photos that shows the customer's carport collapsed under at least a foot of snow. I've also included a copy of the warranty paperwork that the customer received. This shows that the customer is at fault in this situation, not us.

Consumer

Response:

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Review: [redacted]

I am rejecting this response because: The snow storm occurred after the product had already failed. I made that PERFECTLY clear when I sent the pictures. I have found no statements in any of there warranty papers that state anything about snow.To prevent a collapse I also would go out and roof rake the product whenever we did have a storm so that there was no weight on the top of it. Again if the first product failed and ruined my personal property why would I want to invest in another one of there products and have more of my property destroyed.

Regards,

Business

Response:

I'm

sorry, but a purchase is only eligible for a refund for the first 30

days after receiving the product. If the customer is rejecting our offer

of 50% off a new carport, then there is nothing else we can do to

resolve this situation.

Consumer

Response:

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Review: [redacted]

I am rejecting this response because: The only acceptable correction for this problem is 100% refund for a defective product. Also a written apology from the rude and unprofessional manager that I dealt with.

Regards,

Review: I ordered 10 patio furniture covers in February 2012. Two of the covers have literally disintegrated and are in tatters. I asked the company to replace the two defective pieces and they began to "bargain" with me. First they offered a 30% discount, which I refused, then they increased it to 50% and finally they agreed to do it for free but wanted $10 for shipping. I paid the $10 out of frustration.Desired Settlement: Send me a check for $10 and an apology for wasting so much of my time.

Business

Response:

This customer states when they purchased their products, which is outside of our warranty period on those covers. The covers that the customer purchased are our lower end covers that come with a one year warranty. The customer became upset when we told him that we could give him a discount on new covers, but couldn't replace the covers because of the fact that they were past the warranty period. The customer acknowledged numerous times that he was aware that he was beyond the proper time frame. As you can see, he didn't mention that he was completely outside of our warranty period and we had no obligation to replace his covers for free, or at any discount. We offered him a 50% discount with free shipping hoping that he would be happy that we were working with him to resolve the situation. We then offered to just replace the covers if he paid for the shipping cost of ground shipping and we would give him next day shipping. He agreed to this outcome yet insisted that he would continue to try to slander us on the internet and with the Revdex.com. After we saw that he wrote on Facebook about us, we decided to refund him, and so we e-mailed him telling him that we were refunding him the $10, and apologized for the inconvenience. We removed the charge from his order before we collected any funds. Anything that the customer still sees on his account is merely a pending charge. The customer was emailed on Monday 4/8/13 an apology and the explanation of the "refund".

Consumer

Response:

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Review: [redacted]

I am rejecting this response because: 1) The two products were defective. 2) The team at Empire played "Let's Make a Deal" with me for over two weeks, each time I complained, the deal got sweeter until I finally "gave up" and accepted the final offer, which was "pay $10 for shipping". 3) Only AFTER I posted about my horrible customer experience on ** did the owner agree to refund me my $10 (which was after I posted this Revdex.com complaint). 4) They sent me two replacement covers two days later which were the wrong size. This required more emails. Finally on Saturday the correct size arrived. 5) At no time did I threaten to "slander" their company as reported in the owner's response. I did tell them that it was a possibility that I would share my horrible customer experience with others. 6) I sent the owner a private email and requested that he retract his false statement regarding my threat to "slander his company" and he has not responded, he did not respond. 7) This company should have requested that the two defective pieces were returned to them for analysis and further research and avoid similar problems with other customers. Their complete disregard for fact-finding leads me to believe that they were already aware that they had sold a defective product.

faulty workmanship, received my 1rst order product fell apart. they did send me a replacement and it also fell apart at the stitching sites same as the first within 5 days. Tried to get a full refund but since it was 30 days After the original purchase (42 days) they can only send me Another Replacement Boat cover under the warranty agreement. DO NOT PURCHASE ANYTHING FROM THEM

I ordered a Bimini boat cover (just the canvas) from the website. I entered my boat info and the recommended canvas said it was for frames with 80-91 inch width. When I got the top it was only 83 inches wide and my frame is 88 inches wide. So not only does it not cover the top of my frame but there is no material for side overlap. The website did say the replacement top was not guaranteed to fit non-Empire frames. I wanted to make an exchange and their policy is to charge a 20% restocking fee and I also must pay return postage. I called and talked with their returns manager, D[redacted], and he was unyielding on the restocking charge. I suggested that if their website would simply add information on the actual width of the material that folks with other frames would be able to order the right size the first time. Other than the width the canvas would fit my frame. He said he did not see any value in changing his web info and that it was my problem that I ignored the warning on their covers maybe not fitting other frames. D[redacted] kept repeating that this was their return policy and was unwilling, and I think unable, to listen to my customer point of view. I do not plan on wasting more money with this company by going forward with the exchange. VERY POOR CUSTOMER SERVICE.

Review: ordered a custom BMW Z3 car cover. the web site specified CUSTOM FIT, asked yr, model etc. I even called immediately after placing the order to confirm the car description. CSR stated yes they received info and cover would be for this car. Rec'd within a few days. cover was HUGE, at least 7 ft too long. First rep said they would exchange for a smaller one but when I called back the next day an extremely rude male said I didn't know my own car, that this was the only cover they sold to fit mine and ONLY had one other cover which was 155 in and he said would be too small(my car 144 in. He said I had to pay to ship it back, a restocking fee and wait for another to be shipped when they received this one.This was NOT my mistake. this is nowhere near a custom cover. it is the same cover they ship to everyone, possibly even 18 wheelers, It would cover my car twice. I do not want to bother w dragging it to the PO. They were all very hateful at CS except for the 1st person. I said forget it and I will just cut off the extra and sew in a drawstring, I will have enough left to cover a motorcycle.Their adverstising is VERY misleading, do not ask for the yr, model if all the covers are the same implying to prospective buyers think they are getting a custom or similar fit $149.00,Desired Settlement: an apology for their rude, crude CSR and at least half refund since now the cover has been draped over my car and may possibly show signs of wear. I should get a free replacement cover that FITS a small BMW 2 seater conv not an 18 wheeler that folds under the car 7ft at the back and several feet at each side! The material is very nice tho.

Business

Response:

1. 1. We don’t advertise any covers as custom on our

website. Customers put in their make, model and year so that we can pick an adequate

size cover from our pre-cut sizes and shapes. This selects the best fit we have

for a customer’s car. All products have

the cover size listed next to them when they’re displayed on our site—in this

case the cover size was a size 2.

2. 2. The size 2 cover, which was shipped and

confirmed as being received by the customer for their 1997 BMW Z-3 is 170”

long. Length of cover can be confirmed here: http://www.empirecovers.com/selectbysize.aspx.

The 1997 BMW Z-3, the car the customer has, is

158.5” long and that can be confirmed here: [redacted].

Our size 1 cover is 157” long, making it too small of a cover.

3. 3. The customer was told during each communication

that they had the option of sending the cover back for a full refund or an

exchange to the smaller size. The customer was never told that they would have

to pay for shipping or have a restocking fee. Our return policy guarantees size

satisfaction, there for we would have provided the customer with a shipping

label. That can be seen here: http://www.empirecovers.com/returnpolicy.aspx

4. 4. If the customer would like a refund, they simply

need to fill out a return request on our website within the first 30 days of

having the cover. Our return request form can be found here: http://www.empirecovers.com/rmarequest.aspx.

We will gladly send the customer a FedEx shipping label and as soon as the

cover is received we will issue her a full refund.

Consumer

Response:

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Review: [redacted]

I am rejecting this response because:

they are NOT telling the truth, replay the 2nd and 3rd call to CS. He said I did NOT know my own car, that They only carried 2 sizes and I had to take it to PO or UPS and ship it myself at my expense..ALso the email CHAT of a few

days ago. Tell them to forward that to Revdex.com. I was never offered a label to return it, even whenI asked for it.

Regards,

Business

Response:

Below is the conversation the customer referred to. The customer never asked for a shipping label, and was never told that she wouldn't receive one. She was merely told that she would have to return the cover in order to get a smaller one. As you can see, she was offered a resolution to her issue, and even said that she was filling out a return request which was never done. The below transcript can be sent in its entirety to any email address upon request. We will still absolutely accept the cover back from the customer. If need be, we will even fill it out for her if she wants us to assist her. We will send her a shipping label to send the cover back with so that we can get her a full refund or if she still wants it, a smaller size cover. We would just need to know what resolution she would prefer. She will how ever have to bring the package to a FedEx location in order for it to get back to us.

Attached is a screen shot of a separate email conversation where we told her to fill out the return request so that we could help her with this issue.

Review: I ordered a car cover from Empire Covers. Had I known they were sending me a cover made by [redacted], I would NEVER have placed that order. Nowhere in Empire's advertising or description of their product did it make any reference to Budge. When it arrived in a [redacted] box, I called Empire and told them I wanted nothing to do with Budge. They gave me a RMA# that I wrote on the box and promptly gave the box back to the Post Office for return (customer refused delivery).

I have had two of Budge's covers and they are of very poor quality and I will not ever deal with them again. Empire said they would credit my bank. Never did they say they would charge me for shipping or a restocking fee when all I did was refuse a product that had been switched from what I thought I was getting. My original order was $138.45 and I was only given credit for $110.76. This order would never have happened had I known the manufacturer. I think this was a very deceptive practice.Desired Settlement: Credit my bank account for $27.69, the difference from what I paid to what credit I was given.

Business

Response:

The customer did not follow proper return procedures. As stated in our return policy "If a package is deemed undeliverable or refused and it is returned to

us, we reserve the right to charge the customer for all shipping fees

and a 20% restocking fee." - http://www.empirecovers.com/returnpolicy.aspxThe refused shipment was charged to us, thus the fees withheld from the refund. We will not be refunding this customer.

Consumer

Response:

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Review: [redacted]

I am rejecting this response because they shipped me a car cover from [redacted]. I was never informed that was the manufacturer before it was delivered or I NEVER would have ordered that cover. As I said before, I will never have anything to do with [redacted] & had I been told anywhere in the description or the ordering process it wouldn't have happened this time. I called Empire and complained with the explanation about [redacted] and was given an RMA# for return but was never told I would be charged for shipping or a restocking fee. I should not be charged for deception by Empire. This company owes me $27.69 and I will not settle for anything less.

Regards, [redacted]

Business

Response:

I'm sorry but our return policy is very clear. If a package is refused, there is a 20% restocking fee and we charge for the return shipping. Had the package not been refused this issue would not exist. Here is a link to our return policy. http://www.empirecovers.com/returnpolicy.aspx