Review Time
I bought a custom hot tub cover in 2021 with a 7-year warranty, and four years later it’s ruined. I opted for extra UV protection, a vapor barrier, and additional foam seals. The cover is ripped at the corners and sides, and the foam is waterlogged. The absence of a work tag led to my warranty claim being denied, despite their records of my purchase. They refuse to honor the warranty, showing a lack of quality control. If they can't ensure the product's longevity, they should offer a shorter warranty instead. Take their low rating seriously; it's reflective of their quality.
Absolutely horrible customer service, refusal to honor a warranty (claiming "chemical use" for average hot tub treatments), inferior product (ripping at the seams and falling apart a little more than 24 months into it), sleazy business-model
1, No communication 2.Extra fees for shipping3. Extra fees for rush production when not rushed4. Not made in "America"5. Size and color doesn't match5. Incredibly slow shipping. I ordered on September 10. I paid $50 extra for "5 day production", instead of 10 days. Seven full business days later, I logged in to see that it was just completed. So much for 5 day production. Zero communication--I had to login to the shipper site to find out the status--no help on the merchant site. Shipper page said it was picked up--my only clue to when it was finished. Shipper page says "we will contact you for appointment (no number to call)". No call ever was received, but the shipper page was updated to "Appointment Scheduled" as if they had called me--for another week. This is after a week in transit too. Item finally received on 10/6/25, three days after the phantom appointment was scheduled. It's absurd to pay for extra shipping and rush production on 9/10 and have it arrive almost one month after ordered with no communication from the manufacturer or the shipper. Final comments: About 2 inches larger than ordered. Color does not match what was ordered. The box clearly says "Made in Mexico", while The Cover Guy website says "Made in North America". Yes, Mexico is in North America, but this is "slight of hand" trying to avoid "Made in Mexico" on the website. (What's wrong with being clear? Is "Made in Mexico" lower quality?) No communication and less than two stars on Trustpilot means they don't care.
When I placed the order, everything was fine. However, the shipping is very very long AND they shipped to the wrong address (they typed the wrong address on their side). Even if I did many follow-ups with them to make sure they correct the shipping address, the shipper has delivered the spa cover at the wrong address. We had to rent a trailer and get the cover ourself to avoid another month of waiting and other risk of error. What a bad experience. Never again with the Cover Guy.
Customer service is horrible to say the least. They are condescending and are flat out lairs. They make fraudulent statements and talk over you when you call. Like hundreds of other reviewers say, DO NOT DO BUSINESS WITH THEM !!!
I ordered a cover from The Cover Guy and prepaid $842.56 for a hot tub at my vacation home. I never received the cover and the CoverGuy will not refund my money because they claim their policy is to ship "no signature required" which I was not informed about when I placed the order. They provided proof of delivery that does not show my name or order number. They could care less about customer service. DO NOT BUY FROM THESE PEOPLE.
I ordered a cover in Charcoal Grey, it was not a solid colour. It had a pattern in it that looked like a cat had walked in some flour then on the vinyl. The Cover Guy took no responsibility for this and blamed it on their supplier. Can't be the first time this issue has come up. If it is not a solid colour their website should have a disclaimer. The Cover Guy would not attach a name to the emails and took no responsibility for this issue. They sympathized with me and offered a paltry 5% discount on the vinyl. They claim that "your satisfaction is their priority. NOT!. Cover guy after a few emails returned said this is their offer and no other will be coming. Seems to me that their response was Ai generated full of nice talk and sympathy for my issue.I would not recommend this company. If you have an issue with the cover good luck. It won't be The Cover Guys fault.
Absolute trash. Order is weeks late and no one can get in touch the carrier. Finally got in touch with a manager who states he is the "top". No apologies, no real push to find out whey the carrier is holding the item. Just wanted to cancel the order for me. 1st thing the guy started doing is blaming the carrier. You all know how that works and what type of company you have. Sad I have been a long time customer and order frequently. They must have sold off the company and have too many customers to give ea sh*t now.
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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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