Seat Covers Unlimited, Inc.

I ordered head rest covers from the 800 number online and was sent covers that were too small. They refused to refund me.

I have reviewed the customer’s further complaint and our GM [redacted] has made a final offer of a 60% refund and we will cover the return shipping costs to send the covers back to us. We provide a silhouette to compare to the customers seat and a measurement at the top of the seat. Even being a "mother ordering a seat cover" the customer still could have double checked that measurement and the look of her seat. The customer knew that she had a van that was converted to be a handicap van. She had that info and thus knew that it was not stock. We have no way of knowing that unless the customer informs us.

As for saying that me saying that she was rude was a little thin she is basically calling me personally a liar. I stated that I cannot speak to her conversation with [redacted] but said that she was rude to me. She asked who gets rude about being asked an invoice and that is a good question. I don't know why she did but when I asked her the invoice number she became very RUDE and short with me expecting me to remember the situation even though I was not the person she was dealing with earlier. That is

the one conversation I can speak to and I guarantee you that she was rude even though she doesn't remember it that way.

We offered her a 50% refund not because we don't like losing money but is because we do sympathize with her and her situation but are not willing to lose out on her mis-ordered seat covers. The consumer has responsibilities as well and should have

double checked her seats against the measurement and silhouette we offered her. If all seats were the same why would we even have that information listed on the web site/invoice?

We have now offered a refund of $135.60 of the $226 total price that the customer paid. This is not because of any threat the customer has made but because we honestly do want to try and resolve this issue in a way that is acceptable to both parties. If

the customer wants to threaten a nuisance lawsuit over the additional $90.40 she is welcome to do that but we also have a lawyer to deal with it if she does. The choice is hers but I personally don't think any lawyer would bother with this small of an amount.

The material that the customer received is the same as what the pictures online show. The customer called me on Friday the 31st and stated that the material was cheap and he wanted to return them. I informed him of our return policy which is we guarantee the fit and will fix any fit issues at our...

cost but we do not offer refunds on custom merchandise. He said he didn't even put them on because he thought they were cheap. After I told him we could not take the covers back for a refund he said we won't be doing business again, said have a good day , and hung up. This is the first I'm hearing about ill fitting. If he did try them on after our phone call and is having fit issues we will take care of any fit issues as I informed him on Friday. If the covers don't fit correctly we can email him a return label, get the covers back and test fit them on a 2000 Ford Super duty, fix any issue if there are any, and return the covers to him. This will all be done at our cost as our policy states. Delivery normally takes around 4 weeks and the customer received his covers at 4 weeks and 4 days(He ordered on 12-12-13 and received them 1-13-14 not 6 weeks) as we were running a little behind from Holiday closure days.http://www[redacted]If the customer is having fit issues we will fix them at our cost but as I informed him on Friday we can not take them back for a refund.Thank you,[redacted]

I've bought 4 sets of seat covers from them , one set for a Jeep , two sets for two different Ford p/u and one for a Chevy p/u , they all performed as advertised , I have a new set ordered for my GMC P/u , they should arrive any day

After talking with our GM and desiring to make this so neither of us suffer a complete loss we can offer the customer a $90 restocking fee if he wants to send the covers back. He would get a refund of $171.50 if he wants to take us up on that offer. We normally don’t offer any returns on custom merchandise. The restocking fee will cover part of the material and labor and we may be able to sell the covers down the road if we have a customer that has the exact same year, make, model of vehicle and wants the same seat cover pattern. If the customer would like to return the covers for the restocking fee please have them call ###-###-#### and ask for [redacted]. I will provide the necessary RA# to return the covers. Thank you, [redacted]Asst ManagerSeat Covers Unlimited

This company has a website that represents its products; however, you may order a product and not receive it as represented. I first ordered seat covers for the front seats of my Fort F150, and there was a problem with the workmanship so I had to sent the seat cover back for repair. A few weeks later, I ordered covers for the back seats and called to make sure I was ordering the right version of the cover (e.g., polyester backing). The seat covers arrived without the backing as advertised but with a string attachment method. This method was very difficult, and the company did not provide enough ties. When I called to complain, the general manager ([redacted]) was rude and unaccommodating. Finally, he agreed to a return. This is an awful company to deal with, especially when you are out of state. I read negative reviews about it but ordered its products anyway, and now I regret it. I assume their "customer testimonials" are probably self-generated. Buyer beware with this company. I had a terrible experience, and the product is really not the quality or ease of installation as advertised.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.In our conversation, the business did offer to make the holes in the covers and as they stated, it was not pointed out that modifications would have to be made, the purchase was made with the understanding that I was purchasing a tailor made cover,, if I have to make modifications- how can it possibly be classified as tailor made. I feel that I have been duped and will learn from the experience. Thank youRegards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Here is my main complaint which I do not think the gentlemen addressed. The companies website does not ask for sufficient information to allow the buyer to give what was required to get the correct seat covers. They are supposed to be the specialists on brands of seats and what vehicles that have them. Mothers who are ordering seat covers need only to fill out the required questions which I did. No one asked any questions about whether my neck rest was adjustable.

Here are the points I reject:

 1. It was stated we did not say that our seats have arms and if we had filled out the optional arms area they would of known. Unfortunately that area used the words "extra" products needed. In our mind if they know the seats we have by the information they asked we would not need extra arm covers. I don't know if they have changed that yet as I had recommended at that time. I believe that is why the man was willing to redo the top seat cover that did not have arm openings instead as he suggested from the goodness of his heart.

2.He used the words silhouette pic ( a very small one as well) had a pointier top.   I repeat, a pointier top. I ask why does the information asked not qualify for them to know what seats I have why is it the obligation of a customer to notice a pointier top. 

3. Why did I not tell him that the seat covers did not fit the first time. Well I did not try them on since I noticed they did not have a slit for the arms. I sent them back immediately yes irratated that we had to give even more than $200 for the arm covers that we didn't receive from a company that took a month to send and while on the phone and trying to  be understanding that problems happen I get  blamed for the mistake in the first place with a dictatorially attitude from the employee. I assumed this was the strategy they used to confuse and overwhelm the customer so as to not lose money though they knew it was their fault. In the end I answered all his questions concerning the seats at that time which he asked numerous ones including the description of the seats and asked me to look inside the top cover and so forth. He never asked about the head rests at that time either. If he was concerned about the brand of seat then ( my ignorance did not allow me to be concerned, he could of had me measure things as well at that time.  I trusted in his expertise)

4. The argument that I was  rude is, I believe, a little thin. Who gets rude when asked for an invoice number.  When I filled out this complaint I figured he would have to defend his and [redacted] actions somehow but I feel the time I did get frustrated is when he blamed me for the mistake telling me I would have to deal with it and there will no help from them at all even after I told him about the word "extras" on his site and how misleading that can be. He grew upset and told me to be happy that he would fix the problem and just to be happy that I don't have to pay for shipping. I would assume there was a recording we could listen to if he is willing to.

5. 50 % return is not adequate because again. I believe them being the specialists on seat covers and seats should of had the correct questions  to gain the information needed on the site to help the amateur consumer to inform them so that the right seat covers would of been made and no problem come about

I made sure to be recorded as a consumer that just wanted to explain the problem and even help them by recommending the changes needed for them not to have these problems in the future. Ironically after my first phone call the website was changed. but I am being told we will not receive what is justly ours because they don't like losing money even though it was their lack of questions  and incorrectly worded question that caused the problem to begin with

Regards

 

I will be contacting my lawyer if this simple effort does not correct the problem. This is not a bluff. I do not pay him they will have to pay for the court cost. When I asked him if this is the quality of service he would like to give the consumers he answered the question with "You will only get half so we are not out the whole amount since it was your fault. If it was my fault why give half?

We cannot offer the customer anything more that the free $29 console that we already gave her. We gave her car back to her in the same condition that we received it in. She still insists that her car was parked in the handicapped spot even though I sent pictures that clearly show it wasn't. It was unlocked and I told our installers that they need to lock the vehicles after they pull them around. We did not cause this damage and we will not pay for the repair. She will need to get it repaired through her insurance as it happened in a parking lot or at her house not in our installation bay. I have attached the invoice that I was unable to last time that shows she did not pay for the optional console which we provided.I would like to be able to resolve this issue but we are not paying to repair damage to her vehicle which we did not cause.

Omgosh I LOVE my car seat covers!!! I got the custom fit covers, so of course they fit perfectly! And they look and feel great!!!

When I read in my owners manual that my head rests couldn’t be removed, I thought “dammit, I’m not going to be able to use the seat back cover." Then I saw the velcro hole to allow the head rest, and thought “wow, these guys really know their stuff!” I’m VERY pleased. And early on I was reading the directions about tying the strings, etc. I thought “I don't have string handy,” then I find the string, already precut, in the bottom of the box. I’m quite impressed.

Eric was very helpful throughout the process, sent me color samples to choose from and everything. Totally top notch!!!

There is no need to cut a hole for the strap to install the covers. There is a flap that needs to be disconnected prior to installation and then reattached when finished. If the customer will call our installation dept. they can help him with any questions he may have. We guarantee the fit of the covers and will make sure that they fit the seats but because they are custom made we do not take them back for refunds.

The customer sent an email requesting to return the seat covers because they don't fit. I know these covers do fit as we have installed hundreds of [redacted] seat covers on the same seating styles. This is most likely an installation issue. I asked her to call our installation dept. and...

he could help her with any installation questions she may have. I also sent pictures(as she mentioned) of seat covers installed on the same type of seats. Because these covers are not carried in stock and are custom made to fit the; year, make, model, and fabric/color selection the customer provides we do not offer a refund. That is our policy online and also on her receipt. We guarantee the fit of the covers and if needed we will pay to get her covers back and test fit them to make sure that they fit but we do not offer refunds. To my knowledge she never did call our installation dept to get help with any questions she had. I have attached the same pictures that I sent to the customer and a copy of our return policy.Thanks you,[redacted]

They are responsible for the damage of my car. I trusted them to return my car the way I left it. It seems that they conveniently do not have the video.Why was my car left unlocked and parked in a handicapped spot? I deserve my car repaired, I trusted my car in their care and they do not want to be held accountable.

The customer ordered online by giving us the year, make,

and model of her van and also by choosing a specific seat style option. The

Model of [redacted] Econoline doesn’t matter as long as it is the factory seating

because [redacted] puts the same seats in all series depending upon...

the year of the

van. The customer selected the description that said [redacted] Van (Full-Size)

E-series and Passenger (2003) FR High Backs with optional dual Arms (10" Across Top)

(Front)Suede - Charcoal (Full Custom : S-F70)

There was also the seat silhouette that the customer mentioned in her complaint that

shows a tall seat with built in head rests that tapers to a narrow point.

During the order process there is a drop down box that says optional arm

rest openings and allows you to select 1-4 arm rests. The customer did not

select any arm rest openings which lead us to believe that she does not have

any of the optional arm rests.

I have also attached a copy of her order which shows the silhouette.

After the customer received the seat covers she called complaining that there were

not any arm rest openings. There were no arm rest openings because the customer

did not select any on the order form. We told her that we would put the arm

rest openings on the cover at no charge to her and she also ordered 4 arm rest

covers at that time. She had the seat covers in her hand and should have

clearly seen at that time (5/20/14) that these covers would not fit on these

seats. She said they would fit but needed the arm rest openings. We received

the covers back and added the arm rest cutouts and arm rest covers for the

factory size arm rests. When she received the repaired covers and arm rest

covers she then called back and we discovered that she had a conversion van and

not the factory upholstery.

We did add the (not for conversion vans) disclaimer at that time but the customer

still should have known these were not for her seats if she had read the

description(10” across top) and looked at the seat silhouette. Both of these

items do not match her seats. We added this disclaimer so this would not happen

in the future and to make the order system as clear as possible. The customer actually

has a low back with adjustable head rest which is a completely different shape

than the seat silhouette online. The customer rep that she spoke to after the

repairs were made figured out that the seats were aftermarket because the

customer finally mentioned that the head rests were adjustable in her van which

is not an option in the factory seats. This was the first time (months after

the original order) that we had heard about adjustable head rests.

As for our GM [redacted] being aggressive I can’t speak to that as I was not a part of

that conversation but I do know that when I spoke to this same customer about

the return label to send the covers back for arm openings she was pretty aggressive/rude

to me. She got upset when I asked her for her invoice number so I could look up

her order and see what was going on. She said she talked to me and I should remember

because we can’t have many customers with this same issue. It turns out that

she had spoken to [redacted] about this and not me as she insisted. From my

experience with her on this phone call I know that she was aggressive/rude with

me so if she was the same way with [redacted] I can imagine that he responded in a

similar manner.

As for the customers desired settlement, I do apologize if [redacted] was

aggressive/rude with her but she was most likely aggressive/rude to him as well.

We have already offered her a 50% refund and normally on custom seat covers our

policy is NO REFUNDS. We offered the 50% refund to help her out even though the

covers were ordered incorrectly. With a 50% refund neither of us would take a

complete loss on the order. The web site may not have said (not for conversion

vans) at that time but if she would have looked at the silhouette and read the “10”

across top” description she would have known that these would not work for her

seat. Our no refund policy is online and also on her invoice so if she had any

questions she should have asked us before we made and shipped her the covers.

We have been selling these seat covers for over 15 years online and we have not

had this problem because we do put this silhouette and description on the order

form. We can’t make her seat covers because we don’t have the measurements on

aftermarket conversion seats. The 50% restocking fee is also as much as we are

willing to refund the customer. I had told the customer that she would be responsible

for return shipping as well but I will send a prepaid return label if the

customer accepts the 50% refund offered.

 

Thank you,

** [redacted]

Asst. Manager

Seat Covers Unlimited

I ordered a set of neoHawaiian print for my kid hauler suburban. I figured I better order a single set before I order the second an third rows. I sure am glad I did, these seat covers are CRAP. The seams were spitting as I pulled them out of the box, the print portion of the fabric has a huge defect in the print (both seat bottoms) that looks like a repaired rip. I paid for the best fit they offered and ive seen universal seat covers fit just as well, the area around the electric seat control bows open exposing the bright yellow underside of the neoprene (that cutout was, again, an extra cost.) And the arm rests fit about as well as some worn out gym socks, they slip and slide and pop off during normal shifting around.

I contacted them about these issues with pictures of all of my issues and their offer was to give me a $40.00 refund or remake the seat covers. I requested a full refund and I would send the covers back, or they could remake them and give me a 100.00 refund as a $40.00 refund barley covered the cost of the armrests which now decorate my trash can. We failed to come to an agreement. This is a company that is making things as cheaply as possible with zero quality control and hoping people don't take the time call them on it. Then they figure repeat customers in the seat cover world is probably not a big problem. So keep that in mind when buying. Its better to buy crap from china for cheap than to pay a premium for a "made in the USA" logo, and end up with unexpected crap.

I don't have a note in the invoice that the customer called but we would have told him that we guarantee the fit of the covers and will fix any fit issues at our cost but because these are custom made to the customers choices we don't take them back for a refund. I do know what the...

customers response was but we will honor our guarantee. If he wants us to take care of any fit issue he may have he can call us and we can send a label to get it back for repair.Thank you,Seat Covers Unlimited Management

I am sorry that the customer feels that the covers are cheap but we have had MANY customers who have been very pleased with the exact same product and price and have ordered it for multiple vehicles. I spoke to the General Manager about this invoice and he said the only option other than our fit guarantee that we can offer would be a 50% restocking fee. If the customer wants to send the covers back at his expense we will refund $69 and list the covers on[redacted]. It could take us years to sell that exact same year, make, model, and fabric combination if at all. If the customer would like to take us up on that offer the RA# that needs to go on the outside of the box is [redacted].

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The cover straps will not go through the back bottom of my Jeep's seat. The only way I see to resolve this is to put a hole in my back seat bottom. They can come here and do it for me if they want. As I explained to them, I really wanted these covers to work as I shopped around for quite a long time. I am not treying to pull a fast one and as far as custom fit they cannot tell me A jeep Sahara is a one and only time for a purchase. I can tell you right now, the money is probably more important to me than their company.

Regards,

Ms. [redacted] did come in on the 30th of January to have her seat covers installed. I will give a point by point response to each of her issues.1.      Her statement  “My car is a new vehicle and in excellent...

condition”a.      While her car is new there was a repaired spot on the same rear bumper that she admits was there beforehand. It was a large discoloration where obvious damage had already occurred. I pointed that out when we went out to take a look at her car and she said “yeah that was there but the other areas were not.” 2.      Her statement “When I returned to pick my car up, it was dented in from the back passenger side all the way to the bumper. The bumper had had 2 deep gouges, with paint still hanging from the scrapes.” a.      The passenger side rear quarter panel did have asmall dent and there were small scratches on the underside of the rear bumper. Not dented all the way around as she says and as I told her that day we spoke to the installers and they said nothing was dropped on the car. One of our assistant managers sits 10 feet away from the install bay and he would have heard if something did hit the car and he heard nothing. We have nothing in the parking lot they could have backed into even though the scratches on the rear bumper are too low to be caused by that anyways.3.     Her statement” I had dried mud on my back tire and mud in the back seat head rest inside my car.”a.      As you can see in picture 1524 there is no mud on the tire that is on the dented side. I don’t have a picture of the interior but this is also the first I am hearing any complaints of mud on the tire or seat.4.      Her statement” My car was parked in a handicapped spot and left with unlocked doors. I am not handicapped!”a.      I don’t think that has anything to do with scratches and dents but as seen in image 1524, 916, and 726 you can see that her car was parked to the left of the handicapped spot. Also when I came out to take the pictures the person that dropped her off was parked at an angle in the handicapped spot which was why I knew her vehicle was not parked in the handicapped space. This is not really pertinent to the issue that we have now but it does show that all of the things she is pointing out are not actually accurate.5.      Her statement” I asked to speak to the manager and he was conveniently not there.”a.      I tried to call the manager and the owner multiple times and they did not answer their cell phones. She came to pick up the car after 3 o’clock and the manager leaves at 3. After I told her that I tried to contact them multiple times she said “really he owns a business and he doesn’t answer his cell phone?” She basically called me a liar and was saying that I did not try to contact them. I told her that when I heard back from them I would contact her which I did on Friday the 31st. We have a camera system and the owner said he would take a look at the 2 hours of video when he had a chance. He came in on Wednesday morning with the guy that hooked up his camera system because he was not able to access the video from home like he had in the past. They discovered at that point that the cameras had not been working for the previous 2 weeks. They fixed it on Wednesday the 5th but there was no video of the incident for them to review. Normally we have that video to confirm which we already knew happened which was that it did not happen in our install bay. We don’t have video but I do have the word of our 2 installers, another employee that works in that area, and our shipping manager who all say that nothing hit the vehicle to cause this damage. I told her on the Thursday the 30th that if this was something that we caused that we have garage keepers insurance and we would take care of it, but being that we did not cause it we will not pay for the repair.6.      Her requested resolution of” I want my car fixed and I feel I deserve my money back that I paid for my seat covers. They did not cut the seat covers correctly in the back. I brought in an estimate and have not had contact from anyone.” a.      Even if we had caused the damage (which we didn’t) I don’t know why she thinks we would give her $430 worth of seat covers, $50 worth of labor, and pay $1,100 to fix her car. If we had caused the damage our insurance would have paid for the repair but we still wouldn’t have given her $480 worth of seat covers/labor for free. She did not order the optional arm rest(as seen on the attached invoice) but when she came back in complaining about this we did give her a free cup holder arm rest cover which is normally $29 and she did not pay for on the original invoice. She dropped off a quote from [redacted] and I told her I would give it to the owner. I also told her at that time if we did not cause the damage we would not be paying for the repair. Her car may be a 2013 but it did have previous damage in this same area which conveniently would be repaired on our dime if we did pay for the repair. She told me she parks in a 3 car garage every night and it could not have happened at home. It still could have happened in any parking lot she parked in and we are not responsible for that.In conclusion we are not paying for the repair as we did not cause the damage and we did already give her a free $29 arm rest cover which is the only item we will cover at our cost. Our employees are honest and they would have told us if any damage was caused by them. We have insurance that would have played for the repair and they would not have gotten in trouble for it. They have broken plastic moldings on seats before and they told us and we replaced them. There is no reason for them to lie about it.I was not able to attach the invoice or the last picture on this response but can send them upon request.Thank you,[redacted]Assistant ManagerSeat Covers Unlimited.

The seatcover's fit perfectly and they look good in the vehicle. I sent them pictures and praised him them on the beautiful sea covers. I was contacted and asked to go to any site I could leave a good review and tell my story. I was going to do that after I took care of the problem I was having with the mini console cover. Loose stitching was sticking out everywhere. The steering wheel cover also had stitching sticking out everywhere and when I put it on the stitching came apart just like I thought it would so I was a little reluctant to try to install the mini console cover. After contacting customer service and sending photos, I was told to just clip the loose stitching off. They said that's all they would've done if I had sent it back. On the inside you can see where the cover was repaired with a different color stitching. Also there was an Area where the stitching was pulled too tight and it caused the material to bunch up. This should have never been sent to a customer it looks terrible. So After exchanging emails back-and-forth and cussing someone out I decided to go out and try the console cover in my vehicle. It was too small. I Had called earlier to see if there was an installation video and I even looked on YouTube and on the Internet to try to find an installation video for the many console cover but I couldn't find anything and I was told they didn't have one. Called when it didn't fit and was told to send photos of it not fitting. How do u show it not fitting if it won't fit on there? All I could do was set it on top and I ale pics of it. It's like they try to make it as difficult as they can to make u go way and just keep something they messed up on. So, they're great as long as everything fits and there are no problems. But as soon as u have a problem, they will treat u like u did something wrong.