ComplaintsforMyspacover.com

• Initial Complaint

  06/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered and paid for this spa cover April 3 2023. Email as shown says 6-8 weeks in there busy season. It's now been 10 weeks!!! They do not answer the phone or respond. They sent an email finally after multiple phone calls and emails to them saying another 2 weeks in production and 1 week for delivery!!! Worst company ever and I want a full refund so I can buy it from another company. They certainly took my money quickly though.

  Business response

  06/13/2023

  We tried to call the buyer on the phone number provided to no avail, we left a message and hopefully she will get back to us. The spa cover is already done in production and due to influx of orders, there has been delays. We have already advised our shipping team to ship the spa cover as soon as possible. We will give a discount to the buyer. We will be waiting for ************* to contact us to resolve this matter.

  Customer response

  06/14/2023

  spoke with a man from spacover.com just now in lieu of **** the supervisor. The discount offered was $30. He stated it was still in production and week be ready end of next week. The supervisor lied on her comment through BBB to me stating it was out of production already.  I would still like a full refund since nothing had changed.  They have been saying 2 weeks for awhile now.  I don't believe them and need a cover now! I feel this company is not legit and buyer beware!

  Business response

  06/14/2023

  We apologize for the miscommunication.

  Your spa cover is really done in production and that we are waiting for the carrier to pick up the cover and to have the tracking number. We are not able to provide the tracking information yet as we are still waiting for the carrier to pick it up. The latest information that we have is it may ship over the weekend or early next week.  

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a cover from them and only a few months after getting it the later underneath started bubbling up and peeling. Ive had covers in the past and this never happened and the company told me it was due to the chemicals I was using and I use basic hot tub chemicals and I know its NOT the problem. They have avoided my emails and a resolution. There is no way this cover should be falling apart after a few months.

  Business response

  03/16/2023

  We will reach out to the buyer to resolve the issue.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a new spa (hot tub) cover from MySpaCover in June 2022. Within weeks of receiving it, it showed signs of stress/bending, among other issues. This was their most "premium" version. Very little rain had happened by this point, so it was a complete failure of the product.The company made me send pictures which I did and within a week or so said they would send me out new foam inserts. While this was a nice offer, it would have cost me money to dispose of the old ones, would have been an unnecessary environmental disposal issue, and time consuming (not even sure I could replace them myself) to take the old ones out and put new ones in. I also have little confidence it would actually fix the issue or be better than the ones originally shipped. The company told me they would look further into other options and after 2 emails from me checking on status (a total of over 8 weeks later) said they couldn't do anything else. I had suggested a partial refund, for the "upgrades" and more "premium" options I paid for. They said no.See below for what I had sent the company and for more detailed info of the issues 1. I paid extra for a double wrapped/sealed foam core and it's already crinkled severely underneath the fabric, only have had it 2 months.2. There are already dipped areas on the cover, on both sides, where water is collecting. Again, only 2 months now, and CO weather is not very extreme (low heat and minimal rain in the last 2 months). I worry it won't hold up to even 1 snow event this winter, given how rain has affected it so much.3. Upsetting that I paid for your most premium version, with some upgrades, and it's already showing signs of issues. These issues started just a few weeks after I received them, I've waited until now to make contact as it's just started to upset me more and more given what I paid for it. I could understand if I had gone with a cheap company, but I picked you all because I thought it was premium made covers.

  Business response

  12/28/2022

  We are working with our production and management to get the resolution on the said issue. The team agreed to process a whole cover replacement instead of just the foam inserts as a one-time courtesy only. As of now, we are still waiting for the buyer's response

• Initial Complaint

  08/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Their website outright lies about shipping costs. On 8/21/2022 I decided to purchase a spa cover from their website. On the front page, the website says Free Shipping to ********. Later on the page it says That is why our products always ship free across *****************. With years of experience in oversized shipments, we know how to make this system work and how to facilitate a hassle-free delivery. Other websites might offer special sales where free shipping is included but we make it available year-round. In their FAQs, under the question Is shipping really free?, they say At MySpaCover, not only do we have the best prices around but we also offer free shipping on every single order in *****************. When it comes to oversized items like hot tub covers this can save you a nice chunk of change. While other sites advertise free shipping they may also tack on extra costs depending on where you live. You can trust us to get your replacement to you at a fair price and in a timely manner. There is nothing else about shipping - until you are purchasing. I live in central *********. A $100 shipping charge was added to my order (MSC2774759). Assuming it was a mistake, I completed my order, and emailed the company. When they didnt respond, I called. They said I was in a limited service area. We get Amazon ********** and ***** deliveries on our doorstep almost daily. This is outright false advertising. After seeing other complaints here, I will likely cancel my order - because it appears they have a number of issues. The funny thing - if they had simply been honest, I would probably be happy with a shipping charge, its the lying and the false advertising that is wrong.

  Business response

  08/23/2022

  We are working with this buyer to resolve the issue.  We are willing to process the refund for the $100 surcharge. Unfortunately freight is a challenge and we are working with the best available freight carriers and that is mainly the reason why there's an additional charge for certain ZIP codes.  As of now, we will wait for the buyer's response on how he wants to proceed with order.

  Customer response

  08/23/2022

  After submitting my complaint, I read other reviews and decided to cancel my order. Their response was to waive the shipping fee. I have again asked them to cancel my order. A better response from them would have been to say they are changing their website, because freight costs had changed and the web site was simply out of date. That might have changed my mind. But now I just dont trust them. 

  Business response

  08/24/2022

  We have settled this issue with the buyer and we did offer to waive the shipping cost however he decided to cancel the order and we processed the refund as per his request.

  Customer response

  08/30/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  

  For others, BUYER BEWARE. The vendor has chosen to leave the promises on their web site that shipping in the U.S. is always free. Simply not true.

  
  Regards,
  
  *********************
  
   

  
  

• Initial Complaint

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/9/22 called to order a spa cover as I wanted to talk to a representative to make sure it was done correctly instead of just filling in the form on the site. She went through the process asking me for each measurement and she inputed it on the form. I went through the steps with her following on their wedsite. Order #MSC2769940. $449.00. ( I recieved a email saying they did not have a E-form, as she filled out the order on her end.)On 6/18/22 when I received the cover the fold was going down the wronge way. I cannot use my lift and it opens it the wrong way. I contacted them and they said I ordered it that way, which I did not. When ordering she asked me which way I wanted the fold, I was looking at their site which has a clear diagram showing Fold B and a Fold A. I told her I wanted "Fold B" as it goes down the long way. I kept telling her several times I wanted the fold to go down along the 80" side, just like the diagram indicated. She said it would, The site also states "The longer dimension is usually the one that get fold in half". They then went through the process of many requested pictures including the measuring tape. They suggested I move the lift to the other side. Impossable to do as it about 11 inches difference and cannot shorten it. They then said the way they determine it is they take the length and divide it by two, to determine which "panel" to fold goes on. It didnt make sense and was just a distraction trying to blame it on me. And there is nothing about a formula on the site about panels. Just A and B fold. I told them, I told her I wanted it to go the long way, and she was the one who imputed the information. i requested a refund as It was their fault. They offered to make another one for $250, shipping and a lift { very low quality at $45} I do not think I should pay for their mistake, and I am not confident it will be made correctly. Maybe since I said I'd be filing with the BBB. I'll go elsewhere

  Business response

  08/11/2022

  The buyer placed the order over the phone and provided the details of the order. We understand that there was a miscommunication regarding how the cover will be folded. when she have mentioned that she want the cover to fold on the long side she was thinking of the side that she is going to lift to towards the back. We'll fold is the side that we are going to cut into half.  We are willing to process a replacement cover for her with the correct fold.  We are still waiting for her decision on how would she like us to proceed.

  Customer response

  08/11/2022

  I do not accept their offer as it really not a offer of any kind. What they claim does not match the diagram on the website. Their first offer was for me to pay $250.00, they pay the shipping, and a small bracket of poor quality.and is no a lift. After they were contacted by the BBB they made a new offer for me to pay  $250.00, PLUS.. adding $150.00 added for shipping, asking me to "HELP THEM OUT"!  That would be me paying $400.00 for a replacement of a product of $450. They increased the amount of their offer 

  They should be helping the custimer out, not asking for the customer to help them.

   Due to their dissapointing customer service I would not trust them to remake it and still request a refund.   

   

  Business response

  08/12/2022

  I apologize there might be a miscommunication regarding the response that you received. Actually, what we we meant is that we will process the replacement cover(no  additional cost excluding the shipping of $150). We will make things right for you. As for the right way on how you want the cover to be folded, we will send you a diagram before we will proceed just to be sure that we have the right fold this time. 

  Customer response

  08/18/2022

  Based on the poor customer service this experience gives me no confidence in remaking the cover. I am going with my original request for a refund.

  Thank you

  *******************

• Initial Complaint

  03/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a hot tub cover on 11/28/2021. Despite claims of production taking 6-9 weeks, it took 12 weeks until it was shipped, on 2/17/2022. Delivery was expected to take ***** days, and now it has been almost 4 weeks to today, 3/15/2022. Given the delays, I expect the company to prioritize the immediate delivery of the hot tub cover.Thanks,******

  Business response

  03/15/2022

  We already reported to our partner logistics regarding this delivery issue. We are so sorry and we are absolutely providing very negative feedback for the freight company.  Unfortunately freight is a challenge and we are working with the best available freight carriers. We advised them to  provide get this customer's Spa ********************** delivered ASAP.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩