EmpireCovers

Review: I recently ordered a bimini top for my boat on March 25, 2013. I received it fine and finally, after the prolonged winter here in Colorado, tried in on my boat on May 25, 2013. It did not work right. When I called the sales division back they stated that it was past the 30 day warranty period and that nothing could be done after a 30 day warranty expired. When I asked the difference in 30 and 60 days all that I got was it was POLICY. I then asked for a supervisor, got another salesperson I think and he stated the same thing word for word. Now I am out $273.00 for nothing!!1xxx-xx-xxxxDesired Settlement: I will send them back the top and they will refund my money.

Business

Response:

We have a specific return policy for Bimini Tops, that is explicitly laid out in 2 different places on our website. The first place it is located is on the landing page that the customer had to go to in order to begin placing an order for a Bimini Top. That can be seen here, http://www.empirecovers.com/biminitop.aspx. This explains that any return for any reason has a 20% restocking fee, and provides a link to our full return policy which can be read here, http://www.empirecovers.com/returnpolicy.aspx#bimini. It is here that the custom can see that we have a strict 30 day return policy laid out on our website. It says that after 30 days we cannot except any returns or exchanges.

Review: We purchased a boat cover while our 2015 [redacted] was being built and my husband was deployed overseas. After his return and receiving the boat the cover did not fit at all. We went by the selection online and the measurements stated. The boat cover box was obviously labeled incorrectly as the cover in the box was short by about 5 feet. We have contacted the company to find out the return policy is 30 days. That WOULD be acceptable, however the item I ordered is clearly not the same item I rec'd. They are NOT willing to even exchange or inspect the product. We are out $240 and can not do anything with this boat cover.Desired Settlement: We are just wanting a cover that DOES fit for the size that was described on their website.

Business

Response:

This customer's order is from July 28, 2014. We have our 30 day return policy. We clearly state our return policy on our website. We will fix any issues that arise within the first 30 days of having the cover. After that, we cannot accept anything back for a return or an exchange. When we spoke to this customer [we are happy to send the call recording] on the phone this morning they mentioned the cover fit fine in length, but was shorter than they wanted in the width. We told him that these are not custom covers and that they will fit different boats differently. We also explained that different customers will view the fits as either acceptable or unacceptable which is why we allow for exchanges/returns within the first 30 days of owning the product. At this point we're over 135 days--well outside of our 30 day return period.