Seal Skin Covers

The absolute worst customer service I have experienced with a company. During these unprecedented times, COVID-19 has really complicated everything. We recently put out boat in for service around the same time that we purchased the cover. Due to the COVID-19 pandemic, there were significant delays in the servicing, so we were not able to get the boat and try the cover until over a month later. This was obviously a few days out of the stated 30 day return window, again due to circumstances out of my control. This is also in addition to the company themselves placing a disclaimer on purchases that things may be delayed on their end due to COVID-19, however that grace only works in their favor not the customers. But that is not the main issue at hand. The bottom line is that the customer representative who controls their social media page LIED and deceived me in order to get me to purchase their cover. I was recommended the business by a boating forum, so upon seeing an advertisement I asked specific questions regarding the fit of my boat. The customer service representative asked for the specifications of my boat. I then gave the exact make and model of my boat including specific details. The responded with a message and said they have researched it and have the "perfect" cover for me. Below is the exact message that I was sent. I did not buy the cover on my own, I asked the customer representative specific questions and they specifically said that this was the "perfect cover" for me. Below is the message: Hey Frank, Below is the link to your boat cover. It's waterproof, breathable, trailerable, backed by a 10 year warranty. With free shipping it arrives in a week. ***) Our T top covers cover the whole boat... they go over the T Top and have a velcro slit on the top for antennas, outriggers and rocket launches .. they have zippers on the sides to enter and exit the boat while the cover is on Do not forget to use COVERME code for a 10% off and of course I'll be here if you have any questions! As you can see, the message that I was sent after direct communication from the customer representative said that the cover will cover the "whole boat". Obviously that is not the true at all. We tried putting it on and it does not cover the painted hull. After getting this message, I went online and purchased this cover that i was sent by the representative, but after receiving and trying it on it only covers part of the boat not the whole boat. The part that is not covered is also a painted portion (black specifically), so after extended use the paint that is not covered will get faded resulting in two different paint colors. I honestly don't feel that this was right nor this is good business practice to communicate and send messages stating certain features and them not being fully true. So, although i understand there is a return policy, I feel like the customer representative deceived me by stating it covers the whole boat. This is evident when I file a customer complaint requesting a refund and get sent a pre-typed email that says their covers are semi-custom and not designed to fit that way. As you can see there are two different sides that the company is portraying from different levels of management. After still disagreeing with that decision I called the company numerous times, speaking to the same 1 or 2 representatives. Each one specifically has told me that I have laid out an extremely valid case and helped me submit another request. Each one of these requests go through "upper management", however there is no way to get in contact with the upper management aside from dealing with the first line customer care folks. I am told there are no supervisors or management to talk to and the only way to communicate is through basically a one-way communication with this "upper management". This also includes an email from the "upper management" that states they do not communicate by phone nor is their a directly like. All I am told is email. After going back and forth I was finally offered an exchange only if I pay a shipping fee. To which I still feel that this is not the right or fair thing to do. As you can see from the previous statements, I was specifically told one thing (fits the whole boat) from the customer representative and was sent a direct link to that cover which was supposed to be a perfect fit. Then management tells me another thing, even though their own customer care representatives agreed with my case and said I have laid out extremely valid points. All of this with the fact that I am still not allowed to talk to anyone else except through these 1 or 2 representative that state they have zero power except to submit another ticket to the "upper management". In addition, after going online I have also realized that the "retail price" of the covers seem to fluctuate randomly and there seems to be no honestly behind those prices. When I purchased the cover back in October the retail price was $600 and was on sale for a great price only $450. Then a few days ago that same cover was on sale, only this time the full retail price is now $400 and also on sale! Now at the time of writing this email that SAME cover now has a retail price of only $345 and is on sale for $230! With that said all I was asking for was a refund due to the deception when I was sent the "perfect cover". I even spoke to the customer representatives and understand paying a restocking fee. But at the end of the day even an exchange doesn't seem appropriate. If I was at fault I will accept full responsibility. But this goes farther than just me. I was clearly told the wrong information by the customer representative and no one in the company wants to own up to that fact. I am only told we will do you a "courtesy" and exchange. Well if the customer service representative took my information before and sent me that "perfect" cover that isn't perfect, how can an exchange work? Just giving me a larger cover? That's certainly not what I purchased in the first place, again, based on the word and messages by the customer representative. This is clear to me, as well as from employees within the company. I would expect that a "reputable" company would want to do the right thing in this case. Just seems they don't really care about the people that keep them in business based on this interaction, and after reading other complaints, interactions with a lot of others.