Review Time
I ordered a spa cover for over $1,000 and provided details about the hot tub's make, model, and year. I was also asked for any special measurements, but I assumed they would place the latches in the standard factory positions. Unfortunately, the latches were installed incorrectly, requiring them to be attached to flimsy plastic louvers. When I reached out, they offered a 10% discount to purchase a new cover instead of addressing the mistake. If they don't use the provided information to ensure proper construction, why ask for it? This gives the impression they understand the product, which clearly isn't true. Their final response indicated they are just a third party and lack knowledge about manufacturer specifications. My advice: go directly to the manufacturer or a more transparent aftermarket supplier.
My cover developed bulges and wrinkles at the corners within two weeks. Customer service stated this wasn't an issue for the cover's functionality, which frustrated me after spending $700. Upon inspection, I found the vapor barrier was crumpled and taped at the corners, causing it to show through the vinyl. There were also small holes in the vapor barrier, leading to water intrusion. I reached out to customer service but received no response. I've submitted a warranty claim, but based on others' experiences, I'm doubtful about receiving assistance.
Avoid ordering from this company. They lack clarity on what has been shipped. I received a tracking number but no updates. After multiple calls promising callbacks or emails that never came, I found they had no knowledge of whether my item was shipped or even existed. They were quick to take my payment, though. This is a poorly managed business; don’t waste your time or money. I hope to recover my funds through my credit card provider. Stick with reputable retailers.
I placed an order for a cover over 7 weeks ago and have yet to receive it. I've called multiple times and only received the same information as the tracking details, with no way to reach the transport company. The lack of care for customers throughout this frustrating process is evident.
I ordered a spa cover for over $1,000 and provided details about the hot tub's make, model, and year. I was also asked for any special measurements, but I assumed they would place the latches in the standard factory positions. Unfortunately, the latches were installed incorrectly, requiring them to be attached to flimsy plastic louvers. When I reached out, they offered a 10% discount to purchase a new cover instead of addressing the mistake. If they don't use the provided information to ensure proper construction, why ask for it? This gives the impression they understand the product, which clearly isn't true. Their final response indicated they are just a third party and lack knowledge about manufacturer specifications. My advice: go directly to the manufacturer or a more transparent aftermarket supplier.
In October 2023, I purchased a cover and lifter for my hot tub. After recent rain, the cover became waterlogged and heavy, breaking one of the lifter mounts. When I called about this, they suggested I purchase a spare part kit for $50 plus shipping. I expected better quality, especially after only two years of use. I will not be buying from this company again.
I bought a cover in September 2025. The delivery was smooth, taking about 4 weeks. Initially, the cover seemed fine, but soon I noticed it allows water through one half, likely due to a seam. The company claimed this is typical as their covers are 'water-resistant, not waterproof.' However, the affected half barely meets the water-resistant claim, letting through a significant amount of water even after minimal hose exposure. Overall, I wouldn't rely on this cover for rain protection or expect the warranty to be helpful, as my experience suggests they won't honor it. The standard handles are poorly positioned, making them difficult to use.
I had doubts after reading some reviews but decided to give this company a chance, as many negative comments seemed like user errors. Their customer service was responsive and helpful; they provided a video on measuring, which ensured a perfect fit. My cover arrived in about two weeks, much faster than competitors. It was well-packaged and undamaged. The pricing was competitive, and I received quality upgrades. The material feels durable, and the cover is lightweight compared to my previous one.
I share the sentiment of many others regarding this company. They do not honor their warranty. Initially, I submitted a warranty claim and was told I was eligible. However, I took too long to proceed, and when I submitted another claim, they informed me that I no longer qualified for a replacement.
In September 2025, I called to order a custom hot tub cover, as I have visual impairments and needed assistance with the website. I clearly explained my requirements, especially wanting a split fold lengthwise. After making the payment, I received the cover about six weeks later, before the shipping notice. While the workmanship looked good, they incorrectly placed the split, which was supposed to be lengthwise. After several emails, they offered a new skin at a cost, which wouldn't resolve the issue since the foam was cut incorrectly. They stopped responding when I suggested a discount for their error, leaving me with no options.
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The Cover Guy is one of the largest suppliers of hot tub covers, hot tub cover lifters, and hot tub accessories. Great quality items, and superior service.
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