ComplaintsforCove, USA
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Complaint Details
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Initial Complaint
09/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made a purchase of 3 pairs of shorts in July, when I received the shorts they did not fit. When I reached out to them along with others having the same issue I was told by ******** that there was an issue with the quality control and that they would have new shipment in August 22nd 2024. Multiple attempts were made to contact ******** without a response from them. They were deleting post on all social media platforms when inquiring about it. They are purposely ignoring my correspondence and not fixing this for me and othersBusiness response
09/19/2024
This customer did not reach out to us regarding this issue until mid-September and did not attempt an exchange or a return for these shorts. We do not have any communication from this customer in our customer support email. Further, we have responded to the mid September email and we still havent heard back from this customer regarding what hes looking for. We have a customer outreach program currently in place to replace chino shorts that may be incorrectly sized from a small batch that were manufactured with the wrong specs on it and as of this response, we have not received any further communication from this customer.Initial Complaint
06/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I received the 3 pairs of shorts I ordered. I wasn't happy that I paid over $10 in shipping and it still took over a week to arrive or that they through in a garbage fee of $2.25 for Product Protection, but I was still looking forward to the shorts. After receiving them I tried them on immediately and they were too tight in the waist yet too big in the legs. So sizing up or down wouldn't work for me. When filling out a return form I was informed that I would only be receiving $73 of the $91.08 I paid for the shorts. They refuse to do the right thing and refund my whole amountBusiness response
06/24/2024
Your order was delivered within the processing and shipping time, you did not allow the time for processing which is 3-5 business days, excluding weekends and holidays and is dependent on what time of day your order was placed as we have a cut off time with our shipping system. The package protection plan is not a garbage fee as you claim, it protects your shipment from theft, loss, or damage during the shipping process and you fully have the opportunity to remove it at checkout by clicking the box that clearly states remove shipping protection here. Further, you did not reach out to us asking for the package protection to be removed after you received your order confirmation email that has all of the items in your order clearly stated, including the package protection. Original shipping fees are not refunded nor is the package protection fee refunded because they are services that were fully provided and utilized on your order.Customer response
06/24/2024
To reiterate my complaint was not solely about the $2.25 Package Protection fee as the owner makes it sound. My complaint is that I paid a total of $91.08 for 3 pairs of shorts that do not fit correctly. The shorts are too tight in the waist and too loose in the legs. Due to that, I can't exchange for a larger size or a smaller size. **** is only willing to refund me $73 of the $91.08 I spent (on shorts that don't fit). The $10+ I spent on shipping should cover the shipping and the return. But they're charging my another $18 to return the items that don't fit and are NOT able to exchange for a different size (as mentioned above).
Business response
06/24/2024
If you processed the return within the 30 day return window and haven't washed or worn your shorts as per our return policy, the math that you are providing is inaccurate. As previously stated, original shipping fee is not refundable nor is the package protection fee you chose to not remove. The options available to you are an exchange (no cost), a store credit (you get an additional $5 credit), or a refund for the product (minus the $5.00 handling fee). All of this information is readily accessible and available to you. I'm not clear on why you are having an issue when all of this information is clearly stated and available. We also provide the return shipping label to you through the return portal.Initial Complaint
10/18/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I returned two shirt that were never worn. I did not like the material and they looked to big. Therefore I returned them. Two weeks after I returned them they are just not notify me that they will not refund my money, because they say they have a fragrance odor. This could have happened anytime ******* the transportation process or from them sitting in their ware house. I feel that they are using this excuse to get out of paying refunds to their customersBusiness response
11/08/2023
Hello,The customer who filed this complaint sent us dirty, worn, cologne infested clothing that he was attempting to return. The shirts are not eligible for a return or an exchange because he wore them and they had a very strong odor on them. We explained our return and exchange policy to the customer and it was also clearly stated on our website and in our return information he received when he originally reached out about doing a return. The first email I received from your organization did not have the code to open up the complaint. The only code we received was on this second email notification and now the case is somehow closed. I also reached out on your website and received an automated response that said to email with the information directly. The dirty shirts the customer sent in to us have been returned to him at our shipping cost since he was not eligible for a refund because he blatantly violated our return policy. How can this complaint be removed since it is fraudulent?Thank you,*****Operations ManagerCove Surf CompanyInitial Complaint
09/17/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Company advertises all over ******** and Instagram that they offer free returns and exchanges. After a purchase on 8/18/23 for the amount of ***** (**** shipping) resulted in receiving a pair of shorts of lower quality and craftsmanship compared to my previous two orders of the same shorts I returned them and was charge a $5 return fee. I contacted the company about this discrepancy and was giving no reply on the error. It's false advertising to have multiple ads on each day on social media displaying you offer free returns and then not honor that claim by charging a $5 fee. Order #SHRK220637
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Customer Complaints Summary
6 total complaints in the last 3 years.
3 complaints closed in the last 12 months.