EmpireCovers

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:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

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

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.