*** ***,
Although I am not sure how you installed your cover or how it ripped, we will issue a full refund in the interest of good customer support
Some of our products are built upon orderCustom covers like yours are custom stitched and currently take 2-weeks to shipIt does take
UPS/FedEx 4-days to carry a product from the east coast to the west coastI have reviewed correspondence with one of our representatives dated near your order date quoting lead timeI also see some current correspondence concurrent attempting to solve your dilemma
The cover you had ordered is indeed tarp-likeIt is similar material to that used on our portable car portsAlthough it is a cost effective and efficient way to provide shelter, it certainly isn't indestructibleHigh winds can cause damageInterestingly, it usually isn't high winds themselves that tear them, but the objects the covers are tied down to. The way in which one is attached also can be flawedIf it is installed tight to any sharp item, like the edge of a kennel panel, the sharp edge can actually cut right through the cover with lighter winds
We regret this order for a cover did not work out well for either of usWe will issue a full credit in the interest of good customer support immediatelyWe wish you good luck in finding a better product which meets your needs
Sincerely,
HooverFence.com
Thank you for writingWe ship from several warehouses throughout the country like many other distributors, mail order catalogs, and major brick and mortar storesThis is common and consumers save as a resultConsumers get products sooner and less expensively
Returns are therefore routed
strategically; usually items get returned from where they cameIf you would feel more comfortable returning items to our to our main distribution warehouse, you mayPlease simply ask to so we can note your return accordinglyAlso, please note you pay more in shipping to return an item to our main warehouse compared with where you were instructed to return it
Our return policy may be found online here as you pointed out: http://www.hooverfence.com/returns.htm
You are asked to read this prior to checkout and agree to it as you haveReturn shipping fees and a restock fees are commonWe do not charge these if there is an error on our part. Shipping fees go to small parcel carriers such as***,***, and*** for transporting goods to and from youRestock fees help to absorb the cost of handling, packaging, and repackaging your goodsThese are all real and recognizable costs associated with your returnReturns are not profitable
I tried calling you direct this afternoon to resolve the issueYou are welcome to call me direct to discuss
In the interest of good customer service, I suggest we waive the restock fee as a courtesyReturning the merchandise and the cost of, however, will remain your responsibility
Please advise if these terms are acceptable so that we may process your return accordinglyFurther, please advise where you'd prefer shipping your return
Respectfully,
*** *** *** *** *** *** **
Revdex.com:
I have reviewed the offer 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]
*** ***,
Although I am not sure how you installed your cover or how it ripped, we will issue a full refund in the interest of good customer support
Some of our products are built upon orderCustom covers like yours are custom stitched and currently take 2-weeks to shipIt does take
UPS/FedEx 4-days to carry a product from the east coast to the west coastI have reviewed correspondence with one of our representatives dated near your order date quoting lead timeI also see some current correspondence concurrent attempting to solve your dilemma
The cover you had ordered is indeed tarp-likeIt is similar material to that used on our portable car portsAlthough it is a cost effective and efficient way to provide shelter, it certainly isn't indestructibleHigh winds can cause damageInterestingly, it usually isn't high winds themselves that tear them, but the objects the covers are tied down to. The way in which one is attached also can be flawedIf it is installed tight to any sharp item, like the edge of a kennel panel, the sharp edge can actually cut right through the cover with lighter winds
We regret this order for a cover did not work out well for either of usWe will issue a full credit in the interest of good customer support immediatelyWe wish you good luck in finding a better product which meets your needs
Sincerely,
HooverFence.com
Thank you for writingWe ship from several warehouses throughout the country like many other distributors, mail order catalogs, and major brick and mortar storesThis is common and consumers save as a resultConsumers get products sooner and less expensively
Returns are therefore routed
strategically; usually items get returned from where they cameIf you would feel more comfortable returning items to our to our main distribution warehouse, you mayPlease simply ask to so we can note your return accordinglyAlso, please note you pay more in shipping to return an item to our main warehouse compared with where you were instructed to return it
Our return policy may be found online here as you pointed out: http://www.hooverfence.com/returns.htm
You are asked to read this prior to checkout and agree to it as you haveReturn shipping fees and a restock fees are commonWe do not charge these if there is an error on our part. Shipping fees go to small parcel carriers such as***,***, and*** for transporting goods to and from youRestock fees help to absorb the cost of handling, packaging, and repackaging your goodsThese are all real and recognizable costs associated with your returnReturns are not profitable
I tried calling you direct this afternoon to resolve the issueYou are welcome to call me direct to discuss
In the interest of good customer service, I suggest we waive the restock fee as a courtesyReturning the merchandise and the cost of, however, will remain your responsibility
Please advise if these terms are acceptable so that we may process your return accordinglyFurther, please advise where you'd prefer shipping your return
Respectfully,
*** *** *** *** *** *** **
Revdex.com:
I have reviewed the offer 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]