alcocovers.com Reviews

Name: alcocovers.com
Rating: 4.85

4.9 Rating 1,692 Reviews

97 %

of reviewers recommend alcocovers.com

Company Reviews

Metrics

4.9

Based on 1,692 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 91%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Under An Hour
Customer Service	4.4 out of 5

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Company failed to deliver stool cover. Said it was in box with rest of order. Nope, it was not there. Ordered the covers in June and now it is almost Oct and still no stool cover. Company is poorl in customer service. Called my credit company to report the situation. They are handling it now. Hopefully now Alco will come thru with the cover. I will consider changing rating if they follow through on delivery.”

Helpful Report

Posted 5 years ago

You charged this entire order back with your CC company including the covers that your received and we sent you a replacement for the missing cover. I apologize for any errors but it looks like we did everything possible to resolve this for you but had some delays in getting it out to your quickly. For this we apologize. If there is something else that we can do for you, please reach out to me directly and I will make sure it happens. matt@alcocovers.com

Posted 5 years ago

“I couldn’t give it 0 stars or I would. Absolutely the worse experience buying a product off the internet. Cover shipped 2 months after I ordered it. After waiting 2 months for what was supposed to be a 100% waterproof cover it’s anything but. Leaks like crazy with the least bit of rain. I contacted customer service and after a couple of emails I thought they might make it right. Nope and now they have quit replying to emails. Looks like I’m stuck with a $100 heavy duty cover leaking 100% of the time when I should have bought a cheap $30 cover from somewhere that leaks just as good.”

Helpful Report

Posted 5 years ago

Hello, I apologize for any confusion and lack of reply. Based on your description it sounds like there may be sitting water on the seams and we can guide you how to best use the covers properly. Please reach out to me personally and I will help you resolve this. matt@alcocovers.com

Posted 5 years ago

“We ordered the couch cover and an ottoman cover. The couch cover was delivered in a box wrap in clear wrap. No ottoman cover. I have contacted the company many time on issue and they claim that it was in the same box. IT WAS NOT. I opened the box, there was No other wrapping or filler in box other than clear wrap couch cover. They stopped responding and just repeated themselves. Customer service was horrible and although couch cover fits nicely, I told my neighbors who were also looking for covers to go elsewhere due to service, and that they refuse to make things right.”

Helpful Report

Posted 5 years ago

Hi Jim, I apologize for any confusion here. I am looking into this personally and can assure you that we will get you your second cover that was ordered. Please feel free to email me at matt@alcocovers.com. I will be in touch directly later today with details on the resolution to this. Thanks for your patience

Posted 5 years ago

Just a note that this issue has been resolved. We are working on a replacement for the missing cover and will ship it as soon as it is ready. Thanks!

Posted 5 years ago

“I was really excited about this product and the information on the website made it easy to put in the order and validate that my measurements were correct. But...that's about where the excitement ended. After the order was placed on May 16th, I received no feedback from anyone at the company which is not acceptable since their disclaimers says "If any changes are required we need to know ASAP. (No more than 1 work day)." Well, I put in my notes to "please contact me to ensure my measurements are correct." On May 20th, at 0932, I called and left a message to call back about the order. No one called and so I called again at 1530 and finally reached a sales rep. The sales rep was unable to locate my order and asked me to email it to someone else at the company and subsequently I would get a call back by COB. Well, that never happened and so I had to call again today. When I finally got someone I was told they found the order it had not been processed. Additionally, it would take 3 weeks to a month before this would ship. Had this been prominently advertised on their website I would have gone elsewhere. But, since no obvious disclaimer is given at any point in the process regarding shipping delays related to COVID I've now wasted a week for something I need by the 29th. Since their website claims orders will be shipped within 5-7 business days or 7-10 business days (Depending on cost) I had no issues placing the order. Not okay to operate this way and also not okay to make it right.”

Helpful Report

Posted 5 years ago

Hello, We apologize for the delays and are doing our best to fill your orders as quickly as possible. Some orders are shipping on schedule but there are a few that are delayed for various reasons surrounding Covid-19. Also, Our shippers like Fedex and UPS shipping time is about double. This piece is beyond our control. Please be assured that we value each and every order and this will be made and shipped as early as possible. Once again, we do apologize for the delay on your order. We appreciate your patience and will certainly try to do better in the future.

Posted 5 years ago

It looks like this order was delivered on 6-25. Very sorry for the delays here. We hope that you enjoy your cover.

Posted 5 years ago

“Spent 2300.00 on heated blankets that said "thaw up to 8ft" of frozen ground. These didnt even thaw ice and snow 4 inches in a 28 hr. period. Completely dissatisfied. RIP off.”

Helpful Report

Posted 5 years ago

Hi Robert, Per our email conversations, we are going to fully refund or replace these for you depending on what you decide. We have not had any issues with these at at all this winter so are interested to troubleshoot yours. We appreciate your patience and apologize that they are not working as expected.

Posted 5 years ago

“After recently purchasing 4 custom sized covers for our new deck furniture from Alco, I have two observations. First, the covers took significantly longer to be delivered than indicated on the website when ordering. Perhaps this is due to them being shipped from India leading me to assume they were manufactured offshore. More seriously, during recent rains here in San Francisco all four covers leaked. Two chairs and a sofa all had water on their cushions and the table had as much water under the cover surface as was on top, which was a lot. I have communicated with Alco about the waterproof failure of all my covers and will revise my review if I receive a satisfactory and timely solution. Pending that, based on my experience of a 100% failure rate, proceed with caution.”

Helpful Report

Posted 6 years ago

Hi Chuck, You are absolutely correct in being unhappy with your cover leaking. These are heavy duty covers that should not leak. With that being said, we do have issues from time to time for different reasons and do warranty against this type of failure. Please reach out to me directly and I will personally investigate this and find a solution that you are satisfied with. @alcocovers.com

Posted 6 years ago

“Sadly, I’ve had the same experience as Peter James only I’ve been waiting since September 19!!! Emailed them... no response... called them 15 times always getting a woman’s voicemail. Left a message... still no response. They sure were quick to take my money yet I have no idea when or IF I’ll ever get this custom cover”

Helpful Report

Posted 6 years ago

Hello, We apologize for the lack of communication and appreciate the feedback. We have in fact had a few issues with a phone provider and "missing" calls like yours and are actively working on resolving them. You can email Oliver directly as he runs the order update department. His email is oliver@alcocovers.com. We sincerely apologize for the inconvenience.

Posted 6 years ago

“Made the cover incorrectly. No umbrella hole or zipper as requested. Never responded when I can receive a new one. I emailed 4 times, and called. Never answer phones or emails. Awful customer service”

Helpful Report

Posted 6 years ago

Hi Richard, I apologize for the error on your order. Please keep your current cover and we will work on a replacement for free. Please email me personally so that we can iron out the details to get this corrected. Thanks. matt@alcocovers.com

Posted 6 years ago

“Ordered a cover that was promised within 2 weeks. Called numerous times after the two weeks and given different excuses each time about why it hadn't shipped yet. after 3 1/2 weeks they said it was in production and they didn't have an estimate on when it would ship. Cancelled the order.”

Helpful Report

Posted 6 years ago

Hi George, I apologize for the delay on your order. We did unfortunately have our shipper lose a few hundred orders which caused a backlog of communication issues and delays on our end. We appreciate your input and promise to do better next time Please feel free to contact me personally if you still have unresolved issues. matt@alcocovers.com

Posted 6 years ago

“The service from this company was terrible. My order showed up a month late and incorrect. When attempting to get them to fix it, they refused. Go elsewhere - this company is horrible.”

Helpful Report

Posted 6 years ago

Hi , I apologize for the delay on your order. We did unfortunately have our shipper lose a few hundred orders which caused a backlog of communication issues and delays on our end. We appreciate your input and promise to do better next time Please feel free to contact me personally if you still have unresolved issues. matt@alcocovers.com

Posted 6 years ago

“ZERO STARS DO NOT ORDER. I would give you zero stars but that's not an option. Terrible service. Unresponsive. Order over a month late, only partial order received without any resolution. Don't waste your time. I regret trying to use a custom services as I thought it would be better. Don't do it. There is nothing custom about this service except the it's unique in that it's so poor. Only wish I had read the other review as this is consistently terrible with this company.”

Helpful Report

Posted 6 years ago

“ordered a cover on May 19th still do not have the cover that was ordered was told it would be shipped on June 24th well over the 10 to 12 days turn around time”

Helpful Report

Posted 6 years ago

“I ordered a cover for my outdoor daybed on March 6. After calling and emailing I finally received a cover a month later that was the wrong color and the wrong size. Still waiting to hear when my new cover will be shipped. Have had to follow up with an 2 emails and a phone call and I still haven’t gotten a response. Over 2 months out now. Worst customer service ever.”

Helpful Report

Posted 6 years ago

“Customer service is horrible, if you can get anyone. After 3 weeks of no communication I reached out for status on my order and was told my order shipped and was provided tracking numbers. The tracking numbers show labels were printed a week ago, but my order was never shipped. It's a week later after they "shipped" and I still can't get a straight answer, for the last 3 days I've been told just to wait longer or they are checking with UPS. No need, UPS clearly says they never got the package. Seems all the people providing customer service are virtual employees with no ability to actually solve a problem. I left a voice mail, no return call. Called again the next day selected sales option was told I would get a email back that day, no email. Chat.. Useless offered no info and told me to basically just keep waiting.”

Helpful Report

Posted 6 years ago

alcocovers.com is rated 4.9 based on 1,692 reviews