Review Time
To cut a long story short, covers are good but communication and delivery times/service dreadful. I order a cover on April 14th, with an 8 -10 week time slot, item never arrived despite it being dispatched around the correct time. Apparently Tuffnells delivery service lost/damaged the item in transit. So, then I was promised a replacement, with a promise of an accelerated delivery time. It was only then that I realised the hot tub lids are in fact made in Canada/USA and shipped to the UK, despite the website saying they are made in the UK. THEY ARE NOT MADE IN THE UK. Not really an issue to me where they are made, but when there is an 8-10 week manufacture/delivery slot, and the item doesn't arrive (read Tuffnells customer reviews, not a company I'd be sending a £500 hot tub lid with if they can just lose it), then it makes a big difference that they are made in Canada/USA and have to be exported to the UK. Especially when the website states they are made in the UK. So my replacement hot tub lid had a dispatch date of Aug 18th and I was promised it'd be here soon after. Many emails after, I was told it'd be September. Nothing arrived in September. Then I was promised it for October. Again nothing arrived. At this point I contacted them to get a refund and raised a chargeback with my credit card company. I never received any response from this. Then, on November 11th , out of the blue and with no prior notification, the hot tub lid arrived, delivered by Tuffnells. The box was damaged but luckily the hot tub lid was not damaged and, on examination, is of good quality. I then cancelled my chargeback with the credit card company. All communication with the cover guy in wales was by email, I was never able to get an answer to the multitude of phone calls I made, it goes straight to answer. I requested him to call me on numerous occasions in my emails but never received a call. I'm not sure why , perhaps he doesn't like discussing things, however if you want to speak to him you can forget it.So in a nutshell, the covers are very good quality. If you order, you're in for possibly a long wait (7 months in my case). Communication is by email only, he never ever answers the phone. The lids are made in Canade/USA, not the UK. One final point, buy your hot tub lid using a credit card, just in case. At least then you have some security. Its a shame really, because the actual product is very good.
Purchased cover that ment to be delivered 6-8 weeks took 13 weeks to arrive! Within same order I ordered slide bracket and never received with the cover.Also cover ment to be gray and received black one. No communication whatsoever, an absolute nightmare.Stay away!!!!!!!
Extremely poor! Avoid at all costs!I ordered my hot tub cover and was told it would be 6-8 weeks!I then got in touch at week 7 to say we had no word of dispatch and it would be due in one week. I was then told it was delayed and would now be 8-10 weeks! I was ok with this my only issue was would someone had let us know if I hadn’t reached out! I later learned throughout this process that I would have very little told to me without me asking for updates!Week 9 came and I emailed again to ask if the hot tube cover was on its way as it was due in a week and I was told all was fine and it would be there in time for the deadline of week 10. Week 10 came and no hot tub cover! I then emailed again as no one kept us informed! I was told it was arriving soon!It was then mid week 11 and I asked for compensation for the situation. I was offered a £29.99 refund on a insulating extra we opted for or a free cover, roughly online these are worth £30 but the company has said the one I am to receive is £59.99!Then it came to a day before week 12 and thank goodness someone was home as the hot tub cover came! I was told we would have a delivery day given to us but heard nothing! When the cover arrived the box it came in was ripped at both ends! This lead to the key for the cover straps falling out. Also the hydraulic lifter was missing and so was the “free” cover we got as compensation!I emailed the team again and they ensured they would update me.I then had to email again about it on week 13 and they told me an £85 shipping fee had been left off our order! I did respond saying that surely after all the issues we had they didn’t expect us to pay. They responded saying certainly not as this was their mistake!Then week 14 has come and I still have not received the key, the “free” cover and the hydraulic lifter for the cover!I asked at this point for more compensation and was told no as they waived our £85 shipping fee (which was not the case, they never charged us for it originally and had this been in the order we probably wouldn’t have gone for this company) and also the free cover! I asked the company who their regulator was to take my complaint further. I had to ask for this 3 times before they said they would escalate this to their lawyer and senior manager! Which isn’t what I wanted, so I again asked for their regulator, although I am happy someone further up in the company has gotten my emails and reviewing them and hoped they would do something about it! I am still without an update and on week 14 of a very expensive custom order that should have been with us between 6-8 weeks! It is now week 15 and we are told it will arrive on Monday! To my shock it arrived on Monday!I was told the lifter, free cover and missing key would all be there!However the only thing that arrived was the lifter! We are still missing the key and cover!So eventually later on week 15 we received the free cover and key.I contacted the company to let them know as this was the second parcel that they sent us with no delivery date on it!I have now asked the company for their regulator maybe 6 times and a dead lock letter 2 times to take to an ombudsman. They have refused to give me this information.
Ordered a Spa cover from this company, they came back and asked for more money because it was more than 96 inches, tried to contact them, which was nigh on impossible and find out that they are not UK based but actually in Canada, and were informed the wait time was up to 10 weeks when the website said 6 weeks, decided to place our order with an actual UK company only to be told they would deduct £50 from our refund. Wouldn't go near them, not contactable or honest.
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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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