Niels U

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Verified Reviewer

Customer Service

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Great company, EVERYBODY should have such a great experience when purchasing an item! In my case, I had a warranty question. Empire Covers was professional, understanding and polite. They followed up and made the whole process a remarkably positive experience.
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Pros:
  • Professional
  • Courteous

User's recommendation: These people are the BEST

Anonymous

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Verified Buyer
| map-marker San Antonio, Texas

I was ask to fill out a review

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EmpireCovers - I was ask to fill out a review
EmpireCovers - I was ask to fill out a review - Image 2
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I have purchased at least three covers and they never seem to last as long as their warranty claims. The most time I receive protection from the covers are three years max.

The last cover was guaranteed for 10 years when it is stated 10 years I would at least like to be protected for 3/4s of that time frame. The cover literally fell apart in the hands. I hate to even mention this because I know the answer I am going to receive , but the prices could be a little more reasonable. I would also like to see the straps be located on the front of the cover 10 closer to the front tires.

The previous covers never had this option that I purchased & I like it.

Also it would be nice to mark the front or back so when you are trying to determine such when installing. It would be nice to have a receipt in the future.

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User's recommendation: It is a great cover. I like the hold down straps.

Brian R Pbc

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Verified Reviewer
| map-marker Queen Creek, Arizona

Won't return unused cover

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I bought two covers, one for my 1973 Ford Mach 1, one for my 1967 Mustang Coupe. I didn't realize at the time, they are the same length covers. I tried one on my 73 Mach today, way too short. The 73 and 67 are no where near the same length. I even double checked the website today, if you order a custom one for a 73 it is the same as the 67, there website is wrong. Now I have a cover I can nor use. They will not return the unused cover. What a rotten company. Stay away.
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Kylah Cwr

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Verified Buyer

To say thank you for the exceptional courtesy and assistance that I received from Empire Covers

EmpireCovers - To say thank you for the exceptional courtesy and assistance that I received from...
I want to express my appreciation for the exceptional kindness, courtesy, and assistance that I received from JACOB HEMSLEY when I called today to get information pertaining to pontoon boat covers. He is quite knowledgeable, explored and explained everything, and I ended up placing my order with him... all in one phone call. This man is a treasure... Many thanks! Eleanor Trew (I am not a 'p----- customer - I am a happy customer and do not know why I have to agree to that comment below in order to send a positive reference)
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User's recommendation: Customer Service at Empire Covers is the best... especially Mr Jacob Hemsley

Anonymous
map-marker Miami, Florida

Warranty item

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I bought my boat cover in 2020 and it started to tear at the top where the center console is located, I called the company and Melissa was so professional and replaced it under the warranty terms.
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User's recommendation: Buy it you can thank me later

Laterrance Dvg

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Verified Buyer
|

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Verified Reviewer

Misleading Return Policy, Incorrect Items, Ignores Return Requests until you call then blames the customer.

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EmpireCovers - Misleading Return Policy, Incorrect Items, Ignores Return Requests until you call...
EmpireCovers - Misleading Return Policy, Incorrect Items, Ignores Return Requests until... - Image 2

BUYER BEWARE - READ BEFORE YOU WASTE YOUR MONEY AND EMPIRE COVERS IGNORES AND REFUSES FULL REFUNDS FOR INCORRECT MEASUREMENTS, SHIPPING PLUS 20% RESTOCKING FEE- I feel the advertising of Empire Covers is purposefully misleading and that the bimini boat tops are falsely advertised. Do NOT order a replacement bimini top for your boat if you do not already own a "empire covers frame", because they will use this as an excuse as to why the measurements do not match up.

According to Melinda of Empire Covers Customer Service, they do not recommend buying a bimini replacement top for your boat unless you already own a frame from Empire Covers.The measurements on two of my orders from Empire Covers for bimini boat cover replacements do not match the measurements I ordered.

I ordered two bimini boat top replacements. As for the first one, I paid expedited shipping and I received a cover that was too short. The second time, I placed an order with expedited shipping, I received a cover that was too long - and I **specifically** measured my bimini top to avoid this scenario when ordering.

They ignored my submitted return requests using my account on Empire Covers, as well as my emails from over a week ago. Until today, I received no response - the company clearly doesn't respond promptly to return requests because they wait until you call customer service and ask about returns over the phone.

I feel that they use this as a tactic to let the return window run out unless you give them a nudge - so do be sure to call to ask for a return, do not rely on submitting a return request through the process they ask you to go through on your account.

I spoke with Melinda from customer service and politely explained that I was sent the incorrect cover twice, and the measurements do not match. Melinda interrupted me several times to tell me specifically that it was my fault and not theirs, because I don't have an empire frame, and they aren't responsible for incorrect measurements. I asked her how they aren't responsible when they list it incorrectly for customers to choose from, and she replied that if I had an empire frame, it would fit.

It would be helpful to customers spending money on the covers if they knew that they couldn't count on a bimini top fitting unless they bought the empire covers frame. The replacement boat tops that are advertised on Empire Covers are shown as a replacement top that you measure to fit, not specifically a replacement for the empire frame.

Lastly, if you visit their return page - you will see this at the very top first sentence: "EmpireCovers will accept return requests within 30 days of receipt.

After 30 days we can not process a return or exchange."***Hidden at the very bottom of the page, when it should be at the top after the first sentence:*** "Please note that due to their complex packing and shipping cost, all RV and bimini returns will be charged a 20% convenience fee on any refund or exchange for reasons out of our control and the customer will be responsible for paying for all shipping costs involved.

EmpireCovers will gladly correct any incorrectly shipped or defective item at no extra charge to the customer within the first 30 days of receiving the order. This includes all replacement bimini canvas tops as well as tops sold with frames."

I hope someone trying to find a replacement bimini boat top sees this and is saved being charge several hundred dollars for an incorrect product from EmpireCovers.

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User's recommendation: Do not purchase a replacement bimini or a replacement boat cover top from EmpireCovers because I was told after purchase that I can't expect the boat cover to measure correctly unless I already purchased an EmpireCovers bimini frame. I feel the return policy is misleading because the absurd restocking fee is saved for the very bottom of the return policy page - it should be at the very top next to the place where EmpireCovers states, "EmpireCovers will accept return requests within 30 days of receipt. After 30 days we can not process a return or exchange."

1 comment
Guest

isolated unique situation

Anonymous
map-marker Wayne, New Jersey

Just bring awareness to the event

C cover shredded thought I was still in warranty. But I also would have appreciated some help being a regular inconsistent customer over the years
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Laterrance Dvg

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Verified Buyer
|

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Verified Reviewer
| map-marker Interlochen, Michigan

Incorrect product, messed up measurements, misleading return policy

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EmpireCovers - Incorrect product, messed up measurements, misleading return policy

BUYER BEWARE - READ BEFORE YOU WASTE YOUR MONEY AND EMPIRE COVERS IGNORES AND REFUSES FULL REFUNDS FOR INCORRECT MEASUREMENTS, SHIPPING PLUS 20% RESTOCKING FEE- I feel the advertising of Empire Covers is purposefully misleading and that the bimini boat tops are falsely advertised. Do NOT order a replacement bimini top for your boat if you do not already own a "empire covers frame", because they will use this as an excuse as to why the measurements do not match up.

According to Melinda of Empire Covers Customer Service, they do not recommend buying a bimini replacement top for your boat unless you already own a frame from Empire Covers.

The measurements on two of my orders from Empire Covers for bimini boat cover replacements do not match the measurements I ordered. I ordered two bimini boat top replacements. As for the first one, I paid expedited shipping and I received a cover that was too short. The second time, I placed an order with expedited shipping, I received a cover that was too long - and I **specifically** measured my bimini top to avoid this scenario when ordering.

They ignored my submitted return requests using my account on Empire Covers, as well as my emails from over a week ago.

Until today, I received no response - the company clearly doesn't respond promptly to return requests because they wait until you call customer service and ask about returns over the phone. I feel that they use this as a tactic to let the return window run out unless you give them a nudge - so do be sure to call to ask for a return, do not rely on submitting a return request through the process they ask you to go through on your account.

I spoke with Melinda from customer service and politely explained that I was sent the incorrect cover twice, and the measurements do not match. Melinda interrupted me several times to tell me specifically that it was my fault and not theirs, because I don't have an empire frame, and they aren't responsible for incorrect measurements. I asked her how they aren't responsible when they list it incorrectly for customers to choose from, and she replied that if I had an empire frame, it would fit.

It would be helpful to customers spending money on the covers if they knew that they couldn't count on a bimini top fitting unless they bought the empire covers frame. The replacement boat tops that are advertised on Empire Covers are shown as a replacement top that you measure to fit, not specifically a replacement for the empire frame.

Lastly, if you visit their return page - you will see this at the very top first sentence: "EmpireCovers will accept return requests within 30 days of receipt. After 30 days we can not process a return or exchange."

***Hidden at the very bottom of the page, when it should be at the top after the first sentence:*** "Please note that due to their complex packing and shipping cost, all RV and bimini returns will be charged a 20% convenience fee on any refund or exchange for reasons out of our control and the customer will be responsible for paying for all shipping costs involved.

EmpireCovers will gladly correct any incorrectly shipped or defective item at no extra charge to the customer within the first 30 days of receiving the order. This includes all replacement bimini canvas tops as well as tops sold with frames."

I hope someone trying to find a replacement bimini boat top sees this and is saved being charge several hundred dollars for an incorrect product from Empire Covers.

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Loss:
$395

Preferred solution: Full refund

User's recommendation: Do not buy replacement bimini boat tops unless you already purchased an Empire Frame. I was told by customer service that the measurements cannot be expected to fit unless the boat cover is used with the EmpireCover Frame. EmpireCovers does not offer full refunds and it's hidden at the very bottom of their return policy when it should be at the top where it says they accept full returns within 30 days.

Adley Oju

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Verified Reviewer
| map-marker South Haven, Michigan

Happy customer service

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wind tore my cover off damaged it be on repair was still in warranty called empire with in a week had new one replaced customer service made it easy
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Jayvier Qzb

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Verified Reviewer

Wanted to give a good honest review.

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I had a boat cover that I had some minor issues with. There was a no question ask exchange and the follow-up was exceptional! Cant be happier with the service I received. Thank you!
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User's recommendation: I have recommended several.

Robert W Xeo

Sorry customer support

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I purchased two bimini tops for my pontoon boat, they were described and designed to zip together and make one large top. When I open and started to assemble I found one top did not have a zipper to enable them to be attached together .I had every thing I thought I would need for the customer service for them to tell me if these were the right tops to zip together or did they send me the wrong top.I had the part numbers from outside of the box B218 and B118 and my order number Would not listen all I could get was send me a picture.

A picture of what one with a zipper and one without a zipper .Shouldn't they be able to tell me if they sent me the correct parts nor not. Made sense to me.I asked to speak to supervisor and hopefully they would take the time to actually listen . But was informed that the supervisor was not there and i would need to send a picture.I realized she was not listening to my question. Are these the correct parts or was I overlooking something.

I have purchased many items from Empire although most times I would be on hold forever. I will not waste my time or order from this company again!

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Preferred solution: Let the company propose a solution

User's recommendation: Listedn to your customer and try to help.

Anonymous
map-marker North Canton, Ohio

Existing Bimini top is too tall

Empire gave no options as to how to lower this top by cutting frame or by purchasing another frame. The only solution was to purchase a whole new top and frame. If I do that it will not be from Empire.
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Preferred solution: Let the company propose a solution

Anonymous
map-marker Whitney, Texas

Cover is two years old and is not water tight,also starting to rip in places

12 yr warranty, problems in first 6 months .tie down eyelets tore out,i sew in reinforcement panels. Then white dust all over truck when i removed cover.now holes are beginning to appear. To get warranty ,consumer,must cut a piece of fabric with tag asserted and mail in on my stamp.if i dont send proof of purchase they will only replace once,as is,they say.im thinking, why dont they have proof i purchased it?i put it on credit card.
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Steven C Oee

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Verified Reviewer

Wrong order, terrible customer service

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I ordered Bimini top from Budge covers which is Empire. Order came two deliveries metal frame is correct. Fabric came the next day but is wrong size and wrong color. I reach out for resolution and can't get any response for over 6 weeks. Terrible customer service, get your money and blow you off.
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Cons:
  • Dont waste time with empire covers
  • Customer service

Preferred solution: Deliver product or service ordered

User's recommendation: Stay away from these clowns or you will be disappointed

2 comments
EmpireCoversCares

We have been working to reach as many customers as possible but like many companies we are struggling to reach all our customers effectively with staffing issues caused by COVID. The hiring and training process has been slower than it would be in non COVID times, which is the root of our delays.

We hope that these delays are happening less frequently and will be resolved soon, since every customer and every customer issue is important to us Thank you for the feedback. -Empire Covers

EmpireCoversCares

I am sorry to hear of your trouble reaching us. Like many companies we are struggling to reach all our customers effectively with staffing issues caused by COVID.

I assure you that we want to assist you in correcting this issue. I hope that this has been resolved for you at this time, but if it has not please reach out to us again as we have been able to hire and train more staff at this point to serve you quicker and better.

Thank you for the feedback. Empire Covers

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Cody M Icg

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Verified Reviewer

Horrible service

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What a *** *** company rude, and takes weeks to get product they lost my order number and was completely rude to me didnt give me any help just a hard time told me to pretty much *** and still no order $800 for nothing. I will call better business on them.
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Loss:
$800
Pros:
  • No pros
Cons:
  • All cons

Preferred solution: Full refund

User's recommendation: Find another company

1 comment
Guest

no details

Ryan B Dig

Buy something else. Warning Empire covers is also Budge covers

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EmpireCovers - Buy something else. Warning Empire covers is also Budge covers
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EmpireCovers - Buy something else. Warning Empire covers is also Budge covers - Image 3
EmpireCovers - Buy something else. Warning Empire covers is also Budge covers - Image 4
EmpireCovers - Buy something else. Warning Empire covers is also Budge covers - Image 5
EmpireCovers - Buy something else. Warning Empire covers is also Budge covers - Image 6
What junk. I have been dealing with customer service for 3 months on a replacement. The slightest breeze flips it off. It has ripped in to spots and the grommets have torn out. My biggest gripe is the horrible and slow customer service.
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Loss:
$200
Cons:
  • Poor warranty service
  • Quality of warranty replacement and customer service
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

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