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I ordered online 2 sofa cushion covers for a standard DWELL L shaped sofa. The first was a simple rectangle shape and arrived as requested. The second was the L shaped cover and was completely wrong. I checked the invoice and realised I HAD made a mistake and put the length and width the wrong way around. This WAS changed by the manufacturing team, which would of been quite obvious, but a bizarre cover was sent that resembled nothing like the L shaped cushion. I found the diagram on the website for L shaped cushions very difficult to navaigate and even sent pictures of the sofa and cushions separately and the name of the sofa and said "my cushion cover shape is different to the diagram ". My gripe is that even with the measurements and pictures I sent nobody contacted me to say hey "I think these are wrong and could you remeasure and resend.
Customer service said the order was placed with incorrect measurements resulting in such a fitting issue. If this was the case I would of expected exactly as I measured. Instead I received a sofa cover resembling an elephants trunk as per the picture. On the first call to Covers and all I explained the situation and then was told they would look into this and then was asked to review them straight away. I said no not until the issue was resolved. I have received many on going emails to review and buy more. Time to unsubscribe!
Check your measurements as they will just go ahead and make something and then say its your fault. All the companies replies to reviews seem to be the same "very sorry this has occurred but nothing will be done". This wasn't a big job or oder of high quality expensive covers but the results was as I said bizarre and wouldn't fit any sofa on the planet!.
Hi, we are very happy with our replacement sofa cover from Covers and all. After mis communication in sizing and difficulty in getting the correct measurements required Covers and all replaced the sofa cover and apologised for the inconvenience. I would recommend you check sizing and ask for a confirmation email with diagram before going ahead with your order to avoid any issues.
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Easy ordering, I question the discounts offered. Hope I didn't open a can of worms
It took three days and numerous attempts for your purchasing system to accept my credit card.
Dear Terrance, we would like to extend our sincere appreciation for taking the time to provide us with your valuable feedback. We regret any inconvenience caused and would like to assure you that we will help you in this matter.
We would like to address that our system did not properly check the product comments on your order, resulting in our failure to contact you regarding your concerns about the cover's measurements and shape. Unfortunately, there was a miscommunication on our agent's end, which prevented us from informing you of this. We are committed to improving our customer service and refining our processes, and we have shared your feedback regarding the same with our team to ensure that we avoid similar issues in the future.
Our escalation team has already reached out to you with a resolution, and we are working diligently to rectify the situation. Your cooperation is greatly appreciated.
Thank you again for your feedback, and please do not hesitate to reach out to us if you have any further concerns.