Waiting
Stamford,#2Author of original report
Wed, November 12, 2008
The hydraulic lift arrived yesterday, one day after I filed my rip-off report and 2 months and a week after my order was placed and my credit card charged. I would suggest to retain customers and attract new ones, the Cover Guy should take immediate steps to improve its internal communication lines, and its coordination with the shipping companies it uses, so customers are not left uncovered and upset.
Online Team
Burlington,#3UPDATE Employee
Tue, November 11, 2008
We at The Cover Guy understand that purchasing a large ticket item on the internet can be a nervous experience sometimes. We are, and have always been there to help with any concerns that you have. We do bill upfront as the item you ordered is custom made and was manufactured specifically to your specifications, we appreciate your understanding with that. You were billed in US funds, and if you were billed anything differently than what you agreed to on your invoice you have a valid concern and we would be most interested in looking into this for you. We apologize that we are so blind to this particular situation but we have not incurred this issue with any of our other customers. We are very sorry that you think the cover took too long to make and ship, but as stated on our website, and the email that was sent to you our covers can take 3-5 weeks based on seasonal volume to manufacture. This time of year is our peak season so covers are taking the maximum time. As for the shipping, we use a shipping company that has consistently provided us with a less than 1% damage rate. On 1500 covers a month, that is a fantastic ratio to keep up and thus the reason we keep using them. It is true that they make take up to 14 days to ship the cover to you, but unlike other companies they do not transfer this fragile cover to many different trucks. Rather they do everything in they can to keep the transfers of your cover to a minimum therefore getting this large cover to you undamaged. Finally the lifter, we do apologize for this. The lifter not being in the box was clearly a oversight on our behalf and we ensure you that this has been taken care of and is scheduled to ship out on the next shipment via UPS quick delivery. Our main sales office (which is who you have been emailing) is in a different building then the shipping and production department and rather then not responding to you at all, we have a policy that we respond to every customers inquiry within 24 hours. We do stand behind our commitment to provide superior customer service. We look forward to this opportunity to make this right for you and add you to our list of satisfied customers.