The Cover Guy Reviews 99

Two concerns are product quality and customer service. Within three months my cover was showing signs of deep cracks and tears. This material may be suitable for warm climates but it’s not suitable climates below freezing. I purchased the most expensive cover for cold climates. They advertise a white glove no hassle warranty experience. Mine was different. Weeks pass by between email responses.

They make the true claim that the covers are made in North America, but they should be more specific to state they are made in Mexico.

I would advise if you do roll the dice and order from The Cover Guys to use a credit card so you will have a warranty through your credit card because you can't count on the warranty they offer.

I tried to resolve this matter with the BBB and they ghosted the BBB. I'm following the Better Business Bureau's advice and I'm off to see if the Attorneys General office for the state of New York can provide assistance.

Date of experience: April 10, 2023

Don't believe the score on Amazon! These guys are the worst.

We bought a cover from them. We even paid extra to get the heavy duty version. It failed in less than a year! The interior plastic sheeting wrapping the styrofoam was so degraded, that little bits started appearing in the tub water. The foam is now so waterlogged, the cover is so heavy, we can hardly lift it.

We live on the central coast of California, so the weather isn't that extreme. We kept the chemicals in balance, and used the tub often enough (generally 3-4 times a week). Our previous cover, the one that came with the tub, lasted 6 years before it started failing, showing we don't abuse anything.

We called the company, and worked through their warranty process. Pictures, purchase documents, etc. The 3-4 day response time stretched to 3 weeks. In the end, they claimed chemical damage, and refused any of their warranty policy claims.

We were offered a small discount on a new cover, they would not honor the warranty for the failed cover made in Mexico.

When I first wrote my review on Google, their ratings were terrible. Somehow they have changed that though. Do your homework, check other review and BBB as well. We wish we had.

Date of experience: February 13, 2023

My first hot tub cover lasted 5 years. The cover I ordered from The Cover Guy fell apart after 3 months. I contacted them about the stitching failing, and they refused repair, replace or help in any way. They don't back their products, and their "warranty" doesn't cover anything. Unless you like wasting money on garbage products, I'd advise you to avoid this company.

Date of experience: December 15, 2022

First cover we received was defective and filled with water. Still waiting since September for a replacement. Was told 4 weeks. Emailed them and still have not heard back. Awful customer service and we’ll see if this cover is any better than the last… if it ever arrives.

Date of experience: September 15, 2022

It has 3 months and no cover yet ! Not sure if this is a scam, but I guess I fell for it. Customer service is no help at all either. Save the hassle and go to your dealer, don’t be a victim like me.

Date of experience: October 24, 2022

VERY BAD business. I ordered Sept 5, 2022 and 10 days later I got an email saying they needed to charge me an additional $50 for shipping. WTF1?

"Unfortunately, due to increased pricing from our Carriers the zip code provided on your order has been flagged for an additional shipping charge. As per the shipping and returns section on our website it states that some areas may be subject to a shipping fee. We cover up to $185 under our free shipping and the additional charge for your area is $49.99."

I emailed on Sept 22 asking where my order was and now they're saying it's going to take another 3-5 weeks.

My bad for not reading the reviews earlier.

I'm going to update this review if/when I receive the product, but if I don't receive the product in the next week I'll keep this review as it is.

UPDATE Nov 4, 2022 - It's been over 60 days and I haven't received the cover. I've initiated a chargeback. Could be a scam, or just a very poorly run company in shambles.

Date of experience: September 21, 2022

Ordered a hot tub cover wasn’t sure what size I needed sent all measurements to Eleanor, great communication recommended what size I needed and the best one to get. Went ahead and ordered it was delivered when they said fast and on time. Delivery arrived lid was great fitted perfectly and looked great quality. Thanks cover guy

Date of experience: September 01, 2022

Total scam of a company. Will take your money and never deliver a product! AVOID AT ALL COSTS!!!

Date of experience: August 03, 2022

AWFUL! This company is absolutely awful. The BBB won't allow for zero stars, but if they did that's what the rating would be.
They have terrible customer service and do not rectify THEIR mistakes and charges. They sent me two products that were completely useless to me-- a hydraulic lift and cover protector. I ordered these products and provided the company with ALL of my hot tub information, make/model, all dimensions. They sent me a lift and cover that are completely incompatible with my hot tub that I have no use for. They then paid associates money to argue with me that it was somehow my mistake because I should've known they don't accept returns and refused to provide me a refund after they sent me the wrong items. Then in their "good graces" they agreed to return the item with me paying shipping and them keeping a 25% restocking fee-- the restocking fee plus shipping for these bulky items would cost me as much as I had paid for the items.

They will respond to this saying that I agreed to their "no returns" policy. Yes, i agreed to a no returns policy, but not if they sent me the WRONG item. If you're sending me something I did not order and cannot use, that's on you, not me!

These guys should not be in business. They are crooks!

Date of experience: April 29, 2022

I started to place an order with this company online for a hot tub cover. There was an issue with the online payment just like the last reviewer so I decided not to go ahead and emailed them to cancel the order here is the timeline:
6th April 1646hrs email from thecoverguy stating my order received.
6th April 1650hrs I emailed thecoverguy stating cancel my order.
8th April 0931 I receive an email from Eleanor aknowledging receipt of my email to cancel order and asking me Why?
8th April 0948hrs I reply I am no longer interested.
Credit card debited £541.97 on 8th April.
11th April 1937hrs Upon discovering they've taken the money without my consent I have emailed Eleanor
So Coverguy don't come on Trustpilot claiming if I email customer services you'll sort it out, I already have. If I receive the money back I will update Trustpilot.
The public deserve to know.
order CG19-630412

Update....Coverguy have refunded my money.

Date of experience: April 11, 2022

Avoid this company at all costs!!!
I placed an order via their website for a new spa cover. The order didn’t process properly so I contacted Customer Services and had a single person contact me to say they’d ring me to resolve. No phone call received and despite several additional emails and a promise to ring me no phone call ever received. I strongly suspect despite the glossy website this is a one man operation acting as a UK operator for the primary company in Canada. Still waiting for a refund for the money I’ve spent so far. This company appears to be a scam and I wouldn’t suggest using them at all. Very very disappointed and I’m on the verge of reporting them to Action Fraud.

Date of experience: January 27, 2022

These guys are a scam. I ordered and paid for my cover on 9/5/21, and both the ordering process and invoice clearly stated that there were no shipping fees for delivery. Several weeks later, they reached out, and said that despite that, the only way that they would deliver the cover to me, is if I paid them an additional $150. After standing my ground, they agreed to send it regardless, but now it has been more than three months since I paid for the cover, and I still don’t have it, or have any idea if it is will ever come. Maybe it would have worked out differently if I agreed to their after the fact tax of $150, but I would not trust or buy anything from this company again.

Date of experience: December 07, 2021

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.

Date of experience: November 10, 2021

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!!!!!!!

Date of experience: August 25, 2021

As previous reviews 16 week wait & 20 email contacts to no eval, no delivery info.
Not a company I would recommend or deal with again

Date of experience: August 09, 2021

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.

Date of experience: July 21, 2021

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.

Date of experience: May 19, 2021