Cover & All UKReviews 14,128

Stephen, we are sorry to note the difficulties experienced when using our website or in understanding the messages or comments of our support staff. A quick review of your case history reveals the following -

1.) Your order had 3 line items of which items 1 and 3 were for cushion covers in Light Sand coloured Cushion Fab fabric while item #2 was for a custom cover in Light Sand coloured Cover Fab fabric:

A.) Please note that our website presents custom covers and cushion covers (or custom cushion covers) under separate headers as these are made using distinct methods and meant for different purposes. In other words, custom covers cannot be substituted for cushion covers and vice versa.

2.) We have a separate field for "Custom Cover" under the menu ribbon as it permits someone hoping to order an odd-shaped cover for an article or design ( eg. For a sofa, equipment, machinery, etc) to do so via these pages and provide any additional information, be it images or instructions in the order notes. Such covers are usually open on the bottom edge as they are meant to go over the top. Item #2 in the order list was, therefore, manufactured per our standard method and wasn't all enclosing as desired.

As a business, we do appreciate the fact that ordering bespoke goods could pose such challenges. However, we are eager to help you remedy the situation. Given the findings, we would advise you to connect with our complaints team at feedback@coversandall.com and draw reference to this conversation so that a resolution can be tendered without much ado. Regards

Vanessa, we appreciate your positive views about the order process, our support service, and our offerings at large. However, we are equally sorry about the delivery woes associated with this order. Our records indicate that you were able to collect the package from the designated location and we hope that the delivered product provided the much-needed consolation or solace. From a business to a customer, we would like to take this opportunity to say sorry for the inconveniences faced and express our sincere love for you as a customer. Hopefully, you'll consider visiting our website and giving us a second take in the near future. Regards

Paul, we sincerely regret not having met the bar with this order. However, we wish to iterate that our resolution process mandates that we document the information necessary before making a decision as the said team works independent of our manufacturing house, Such a step is deemed necessary as it helps us in a two-fold manner - 1.) have a problem documented, identified and acted upon for the sake of internal improvement 2.) lay credibility to, and support the claims of an upset or unhappy customer. We hope this helps provide sufficient reason to justify our ask. As a business, there are cases where we might falter in, but those are also opportunities that we are willing to identify and work upon. Kindly connect with us at feedback@coversandall.com and have the information shared so that we can help you with an appropriate resolution. Regards

We value the candid feedback about your purchase. Your concerns shall be relayed to appropriate departments to make sure that we are able to delineate the expectancies and avoid confusions that might dampen the satisfaction associated with a custom order. Please note that the fabric wise colour tabs presented on our product pages might appear a different hue in comparison to that of the actual fabric for a number of reasons, hence it is advisable to order a swatch kit prior to submitting an order in a particular fabric. This is especially true when ordering for the first time. Regards