Marathon Seat Covers

Bought the covers for ColoradoVery disappointed in fit for drivers side 60/bench seatFabric cut too short and didn't follow actual seat curve so therefore, cup holders won't fit unless you fold part of the bottom cover out of the way

I paid $in advance for "custom seat covers" to fit my Dodge Ram regular cab truckAfter waiting weeks, the seat covers arrived, did not meet my expectations on workmanship and did NOT fitThe company kept asking me for pictures, measurements and drawings but I did not have the time nor inclination to engage in endless back and forth on this matterNor did I feel I had to install and uninstall the seat covers in my truck multiple times, in effect helping the company redesign their seat covers and then spend weeks more waiting for them to correct their mistakesMy truck is years old, which means they had years to perfect seat covers for my Dodge Ram, and if they haven't got it right yet they never willAs a dissatisfied customer, I felt I had the right to return the product and expect a refund, which I have not received

Review: I bought custom made seat covers from Marathon Seat Covers and was not satisfied with the way they fit the seats. They are for a 2000 Ford Ranger. You can still see the seat back at the bottom, they slip down over the top, and do not go all the way to the bottom. Also the seat part itself does not go all the way back, leaving parts of the original seat showing. I have emailed them from the first time I put them on complaining about the fit, and they said to just leave them on and keep working them till they fit better. I tried this and never got a better fit. Now I received an email from them today saying they still think the fit is good, and that a seat cover doesn't have to cover 100% of the seat, and that since I have had them this long they cannot refund my money. Remember, I started complaining when I first put them on. I sent pictures to them showing the way they fit, and they replied that they fit just fine and do not have to cover the entire seat. But this information is not on their website.Desired Settlement: Since I have been complaining about the fit from the first time I put them on, I think I should get my money back.

Business

Response:

To Whom It May Concern:

I would like to respond to a customer complaint placed by [redacted]. I will be responding both via

email letter and fax with information pertaining to this case to insure all

correct details are taken into consideration. Mr. [redacted] ordered seat

covers for a 2000 Ford Ranger towards the end of last year.

As you will see from the notes and email chains provided, he

expressed some concerns with the fit not long after he purchased the

covers. We take great pride in our

product and as we do with all of our customers, we go to great lengths to

diagnose and try to solve any problems that arise. Mr. [redacted] did cooperate and send pictures

needed for diagnosis by the Production Manager/Head Designer. After multiple conversations between my staff

and the customer, it was determined that Mr. [redacted] had some small issues

regarding the installation that left some extremely minuet areas of the seat

exposed. I then, took the opportunity to

contact the customer and go over all concerns pertaining to fit or

coverage. After a lengthy discussion, we

hashed out all details and made some very productive headway. We talked about what he needed to do to

achieve the proper fit and discussed “expectations” as well. This conversation took place around mid –

March and Mr. [redacted] and I parted ways with him “feeling good” about the

solutions provided and confident he would be satisfied moving forward. Remember in our determination he had

installed the seat covers extremely well and had already achieved the fit we

expect from a seat cover. At this point,

he had been told by both me and my Production Manger, that we do not sell

factory reupholstery kits. Instead we make

a seat “cover” made specifically for your seats.

About almost a month later, Mr. [redacted] email saying that all

of the sudden, all of the covers fit terrible and that he wanted a full

refund. Again, with our goal being 100%

customer satisfaction (which can sometimes be difficult with a custom product)

I asked the customer to send pictures of the seats after our last conversations

techniques were applied. Pictures were

sent and another round of diagnosis and fit check ensued, essentially just to

make sure all was thorough on the first go around. All details were checked and shortly after I

sent Mr. [redacted] an email commending him for installing the covers very well and

achieving the fit we intend. With over

35 years of seat cover knowledge and experience, we really feel that the

customer has installed our product just as we intend it to cover the seats. It provides all of the coverage, water

resistance and durability that we promise.

If we also consider the fact that he has ordered a custom product made

specifically for him, which has been used for approximately 4 months. I feel that as a company we have done

everything in our power and capability to work with and satisfy the

customer. We have gone to great lengths to

review and consider all of his input and opinions. However, with all of the facts being

considered, I do not feel that our product has fallen short, and hence a full

refund for a used product is not a reasonable solution. For further reference, I have provided our

return policy that is stated on our website and all of our paperwork.

In conclusion, I would like to express my disappointment

that Mr. [redacted] doesn’t think our covers will work for him. Myself and all of the staff feel that we

address every and all customer concerns with great responsibility and

willingness to solve and satisfy all issues.

It is not often that we are not able to work with a customer through a

situation and not achieve the intended results.

We hope that continued communication with Mr. [redacted] will result in his

satisfaction.

Kind Regards,

General Manager

Marathon Seat Covers