Tarp Supply Inc.

*** had spoken with this customer over the phone prior to ordering, and it is believed the possible size variance in regards to this customer's order was mentioned at this timeDue to the specifics of tarp fabrication, we cannot promise an exact sizeFurthermore, as stated on our website under
both our Return Policy and our Custom Tarp page:The following items are NOT eligible for return, refund, and/or exchange:Custom & special products, please note possible 1-2” variance from requested exact size per our Custom Tarps pageThe customer's tarp called for a 147" x 16" tarp and they received a 1/2" x 1/2" tarp, which is well within our fabrication standardsDue to this fact, along with the fact that this tarp was a custom order, it is not eligible for return, refund, or exchange. -Tarp Supply Team

We submitted the following email to *** today, we are awaiting a response: ***I can have the tarp reworked, but it would probably take longer than a week, since it takes days each way just to receive the tarp, and it has to be worked into the
production scheduled.Otherwise I can have the tarp piand just fully refund youPlease let me know what works best for you.*** **

Not sure what further response is required, I believed this issue was closed.....Again in response to the customer, we believe Brad would have mentioned the size issue based on the fact that this is normally discussed when talking about this size of a custom tarp. We cannot say 100% what was discussed over the phone.  We also provided info from our website stating the possible variance if the size of a custom tarp.The customer received a tarp within a 1/2" of both the desired length and width, and that is well within are standards for custom tarps. -Tarp Supply

In the course of manufacturing a tarp, or any item, many situations can arise that can cause a delay in the process of the customer receiving the order. Issues such as material availability, work-load and man-power availability, as well as delays in shipping due to weather or lost packages can change the delivery date. Any number of issues can cause a delay in receiving an order, and we cannot be held responsible for what happens to a customer's property while waiting on our products. We are paid to provide a product, in this case a tarp order. Since the order could not be provided, we fully refunded the customer and our business relationship in terminated at that time. -Tarp Supply Team

Complaint: [redacted]
I am rejecting this...

response because: Because of there promise of item was not sent not only the first time but the second time the weather in the Chicago area became sub-zero and the hot tub I intended on covering and protecting froze and tore when trying to remove it. I could have easily ordered another and received it well in plenty of time to prevent this from happening but they kept changing the time tht it would be delivered. Now I have to get a new 250.00 hard cover for my hot tub to replace the one ruined by the weather. So I was asking for 250.00 to replace my cover. I will send pictures if needed.
Sincerely,
Terri [redacted]

We refunded this customer in full on 12/26, for the amount of $257.99. Our credit memo 49955CM. The payment would have been returned to the customer's Master Card, once their financial institution processes the return payment.-Tarp Supply Team

Complaint: [redacted]
I am rejecting this response because:  This IS a dead issue...it was never verbally discussed with me.  But, I am done with it.  They will reap what they sow, again, shame on them.  I should have looked on the BB website first, since I do see a number of complaints.  One a month...not a great track record.
Sincerely,
[redacted]

Based on the information and pictures we received from the customer, it appears that weather/the environment damaged the tarp. The tarp provided to [redacted] Farms (order number [redacted]) was a brand new tarp in the package that shipped from our warehouse. This customer received this tarp June 15th,...

and contact us on Sept 5th, stating the tarp has become damaged ([redacted] tracking number [redacted] We could not repair or replace this tarp because per our return policy we have a 14 day return policy, and additionally tarps damaged by the environment/weather are also not eligible for return.Per our Return Policy listed on our website: The following items are NOT eligible for return, refund, and/or exchange:Returns and exchanges must be made within 14 days of delivery date based on official [redacted] or other carrier tracking or delivery information Items changed or damaged by usage or by other elements including but not limited to weather-Customer Service TeamTarp Supply