Disappointing results from a supposed 'custom-made' item. I purchased a custom BBQ cover and opted for the premium fabric with a 10-year warranty. Even after meticulously following the measurement guide, entering the dimensions as instructed, and uploading photos and specifications during the ordering process, the cover received does not fit. While the width and depth were stitched close to the provided dimensions, no extra allowance was included, despite the website claiming a 2.5–5 cm allowance for easier fitting. Consequently, the cover is too tight and cannot be fitted correctly. Moreover, the cover features an uneven panel (one side longer than the other), which was not indicated in the measurement instructions and does not match any measurements submitted. All vertical measurements given were straightforward, making this outcome puzzling. When I contacted customer service, I was informed that the problem stemmed from “incorrect measurements” and was only offered store credit for a new purchase. Requests for returns or remakes were denied, despite the unclear measuring instructions and indications that this is a common issue based on other feedback. Ultimately, I had to take the matter to my credit card provider to secure a refund. The quality of the product itself was acceptable, but the instructions, quality control, and after-sales support were very unsatisfactory. I highly recommend reviewing recent feedback carefully before making a purchase.
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