Northern Hot Tub Covers Reviews (%countItem)
Northern Hot Tub Covers Rating
Address: 1169 Dollard Avenue, Sudbury, Ontario, Canada, P3A 4G7
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Ordered a hot tub cover. Sent wrong size.
Misspelt my name and size of cover that I ordered.
As he had spelling of my name wrong I received no confirmation of order.
When cover arrived it was 10” to big on 2 sides.
We called him the next day and he said to give him a couple of days to rectify the issue. Since then he has not taken any of our calls. We have left message after message and we have heard nothing. We are out $523 plus change for a lid we can’t use! Don’t know what more to do as we ordered it over a month ago. We’ve called for almost two and a half weeks straight.
What we want is our money back and we will return lid as it does us no good sitting here.
HelloI would like to correct the facts for this purchase. We are
Northern Hot Tub Covers and online hot tub cover seller. We have presently been
selling covers online for the past 9 years with 30 + years of experience in the
hot tub business. This customer purchased a cover from our company on Apr 26th,
2020. The purchase was done over the phone which is not the normal ordering
process as the customer said he was not able to order by computer as is the
recommended way to eliminate mistakes. The customer relayed the cover dimensions,
billing & shipping information which was entered into the system. When this
occurs a customer is told to repeat all information and to look out for a
confirmation email within 24 hours to confirm the order information. If no email
is received then they are to call back. The hot tub cover was ordered 96”x 96” and confirmed by the customer.
No communication was received from customer until the cover was shipped and
received by the customer. If customer thought there was an issue they had 4
weeks to call or email us. The customer eventually called to say that “we” made
the cover 10” to large and that he required 86”x 86”.I told the customer that we had made the cover as per his measurements
and that he has also given us a wrong spelling for his email address and that
was why he never received a confirmation email, but he could of called us
within 24 hours to confirm any mistakes which he didn’t for 4 weeks. We have
email, phone, online and text system for communication.The website states that we have a no return policy on
customers ordering the wrong dimensions. In the past when customers have
realized and admitted that they have made a mistake we are more than willing to
help work with them to correct this.Regardless to help out this customer we can take back the cover
if it hasn’t been used and in original condition. The customer would
have to pay the freight charges ($175.00) and we would refund the difference as
customer service. If the cover has been used since receipt then there is no
return. Northern Hot Tub Covers
Complaint: ***
I am rejecting this response because:
I would like
to address comments made by the retailer at Northern Hot Tub Covers. They stated
that the order was made over the phone, which isn’t the normal process. The
order had to be made over the phone as the website would not accept the
information for the order, and wouldn’t allow the order to be placed. This is relevant
to other points later.They stated
that the customer is made to repeat their information as it is loaded into
their system, and that all customers are told to look for an email within 24
hours. I repeated all of my information, spelling out my name and email address
twice to the employee on the phone. At no time was I informed that I had 24
hours to confirm the order. No email was received, at any time, before the
cover arrived. Granted, I should have called the store to inquire when no email
was received, but I thought I’d give it another day or two to arrive, and then
I was distracted with dealing with coronavirus related changes in my life. They stated
that the cover was ordered 96” x 96”, and that I confirmed that size. I ordered
the cover 86” x 86”, and I stated this size again when asked to repeat my
information while confirming the order. As a business owner, I have had to
order hot tub covers many times over the years, and have never had an issue
like this in the course of those 20 years.They stated
that no communication was received by myself until the cover was shipped &
received by myself, and that if I thought there was an issue, I had 4 weeks to
contact them. As stated above, I did not call them when no email arrived.
Regardless, how was I to know there would be an issue until I received the product?
I did call the store the day after receiving the cover, as my wife and I
noticed immediately upon unrolling it that the cover is too big. They stated
that I gave them the wrong email address, and mentioned all the ways that I
could have contacted them. I have had this email address for more than 10
years, I know how it’s spelled. Further to the issue of contacting them, while
trying to resolve this issue, I called and left messages, to all 3 departments
listed on the website, and was ignored the entire time. I also made several
attempts to contact the store via their website, but all attempts were rejected
by the website. This makes me think that there is an issue with their website,
and is possibly the reason for my not receiving a confirmation email. I spelled
out my email address twice to the employee, so if there is no tech issues, then
the employee must have recorded my information incorrectly, and is trying to
place blame on myself, rather than admitting to their own mistake. As to
returning the product, I’d like to, but I have questions about that. Most
importantly, why are the freight charges so high ($175)? Also, where is the
product to be sent, and with whom?
Sincerely
Please package up cover that hasn't been used and email us at ***. We will arrange pick up. Once the cover is picked up and returned to factory it will be inspected. If it hasn't been used as discussed then we will credit back cost less freight charges in previous email. Please be aware that if it has been used then no credit will be forward and cover will be be returned with additional charges.
Northern Hot Tub Covers
Date Sent: 7/14/2020 1:06:52 AM Complaint: ***I am rejecting this response because:
In my last email I asked why $175,the shipping was so high to return the hot tub lid, and to where does the hot tub lid go.
He says in his response that he would pay back the remaining monies but how do I know that he won't lie and say I don't receive any of the monies?
As yet he has not proven to me that I can trust him or the company.
I would first like to know where the hot tub lid is to be shipped to and what can I do to ensure some of the monies will be refunded.
hen I will be more than happy to comply.
Regards
Complaint: ***
I am rejecting this response because:
In my last email I asked why $175,the shipping was so high to return the hot tub lid, and to where does the hot tub lid go.
He says in his response that he would pay back the remaining monies but how do I know that he won't lie and say I don't receive any of the monies?
As yet he has not proven to me that I can trust him or the company.
I would first like to know where the hot tub lid is to be shipped to and what can I do to ensure some of the monies will be refunded.
hen I will be more than happy to comply.
Regards
***
Sincerely
Cover gets picked up and shipped back to *** where it came from. Once it is received and inspected that " it hasn't been used " then the funds will be returned less shipping as stated. If you like to save the shipping fees you can return it to this address yourself. Once inspected then funds will be returned. Once again please be aware that if you have been using the cover for the past 2 months it will be returned to you. Freight charges are the cost to send and return the cover.
Once again we are only doing this out of courtesy as the cover was ordered wrong.You have until Monday July 20 to let us know what you intend to do . If we don't hear from you then we consider this case closed as you have decided to keep the cover. If you intend to send the covers back then we will give you 7 days to package up the cover to get ready to send back.
Once it is packaged back you can email us for pick up or use the chat feature on the website
NHTC
Hello,
I recently ordered a custom hot tub cover and it was delivered in the wrong size and wrong configuration (didn't include 12mil vapor barrier promised). I was then sent a replacement and the replacement was built poorly and is in turn doesn't fit and is still the wrong size.
The owner has now told me that despite the cover being two inches out of spec it was manufactured properly. The issue is the top of the cover is the correct size but the place they stitched the skirt on is not. The corners are an extra inch in on either side which means the skirt folds under the tub lid every time you place it down, even when you pull them out there is a large crease. Not only does it look bad but it will tear sooner than it should as it will wear out here and does not create a good seal.
My measurements were based on my old cover size and my hot tub and are correct. The centre of the new cover built to my measurements shows that as the skirt is sewn right to the edge and fits fine but all 4 corners are poorly made.
Not only did I send pictures while taking the measurements I also called to ask for clarification and confirm my measurements were correct.
HelloI would like to correct the facts for this purchase. We are
Northern Hot Tub Covers and online hot tub cover seller. We have presently been
selling covers online for the past 9 years with 30 + years of experience in the
hot tub business. This customer purchased a cover from our company on Jan 10,
2020 after emails and phone calls to ask questions about measuring and quality
of our covers. The order was placed under Order # *** with the offer of a
free 12 mil vapor barrier which was provided. The original dimensions ordered
where for a Sundance Spa A=86”x B=86”x C= 9” corner. Special Instructions where
also asked to correct “C” measurement if required. The measurements where
corrected to 87”x 87”x 9”. We also have multiple reference guides on the
website to help customers measure.Upon receipt of the cover the customer called to complain
that the cover was not made to his 86”x 86” x 9”. He was explained that the
correct measurements where 87”x 87”x 9” and not what he ordered and that his
cover ordered would not fit correctly. Our website states that we can correct
measurements within an inch to get a perfect fit. With several emails and phone
calls we relented under customer service and decided to make him a new cover to
his measurements. He was also explained that it would be tight and the corners
would pop up. He was told that he would have to purchase a new cover and upon
receipt of the original cover we would refund him back. This was done as agreed
upon. The original cover was used for 3 weeks until the new cover was received.
Northern Hot Tub Covers prepaid back the original cover with no cost to him.Upon receipt of the 2nd cover the customer
emailed to say that the new cover would not fit properly and the corners where
an issue as he was explained originally if he ordered the cover 86”x 86”x 9”.
Then he emailed saying the cover was made 84”x 84”x 9” which is not accurate as
all covers are cut with computerized machines and we have records to defend
this as it is 86”x 86 “x 9”. We asked for pictures to show that the new cover
is actually 84”x 84”x 9” with a measuring tape and customer refuses to provide
proper pictures with a variety of excuses.He is now complaining about the quality of the cover as he
realizes that he ordered the wrong size cover and didn’t take our
recommendations. The factory has also gotten involved in this and after
repeated emails it has been decided that the customer can return the cover for
a full refund under no fault of ours. He still doesn’t want to do this and
wants a new cover plus compensation. We refused his attempts to threaten us
with bad reviews, this Revdex.com and wanting a new cover and compensation for his
mistake. He has been told that he has until June 1, 2020 to package up this
cover for pick up and a full refund or keep it as he has ordered it. Northern Hot Tub Covers