Empire Covers

Recently, the new management of Empire Covers reached out to me to find a way to improve my past experience with their customer service department. I told their representative that they could instantly improve my experience by refunding the cost of shipping an ill-fitting boat cover to me. The have agreed to do this.
I have no qualms at all about the product, as it was what I wanted in the first place. It just didn't fit the boat, The real issue for my poor rating was the return policy and poor customer service experience during my attempt to return the item.
It appears that the folks at Empire are attempting to rectify that situation, and to that end, I wish them the best of luck. The fact that the new management team has reached out to make things right is a step toward reclaiming a more customer-focused reputation.

This is the second winter season I (with the help of my son) have put the cover on the class A, 36 foot, 1998. The cover is about 2 - 3 feet shy of being able to cover the entire height and wrap beneath. The first year 1 strap broke and one strap attach pulled out. The fabric seems to be great and is holding up nicely. The placement of the zippers could be better. My rv door is located behind the passenger captain chair. If there was 1 more zipper it would be helpful for ease of access while covered. The cover is very heavy, but that is probably why the fabric seems to be holding up to the elements. The weight of the cover is why I need help putting it on. (I am a 69 year old woman).

We had a cover for our motor home which quickly ripped around the seam stitching meaning it could not be tethered down well. They did replace it, however the second one had the exact same fault but they would not replace or offer for to pay for an upgrade in the model I had originally purchased or any discount to buy a new cover. They warranty is based on the date of the purchase of the first item. The fact the replacement has the exact poor quality stitching and is effectively a defective product and was only used for a few months was not of interest to this company. So disappointed. $300+ wasted.

If I could give them zero stars I would. Never respond to emails or phone voice mail messages. Used fit tool for a boat cover, and The cover sent was to small. Would not exchange, did offer to take it back but sent no return tag or shipping info so shipping costs were out of my pocket. Sat on phone for 45 minutes and finally got a customer rep who at best was indifferent bordering on rude. Said he was going to transfer me to another rep than hung up on me. Never buy from them again.

Stitching to the buckles is not sufficient enough to hold up in moderate wind. The first cover I had I thought might have been a defect but I was sent a replacement and the exact same thing happened. The straps with rip right off of the cover. Garbage product for the price you pay.

Called Budget, spoke with rep. Ordered cover supposedly for my boat. Arrived quickly. It's 8' too long. Started working with customer service to get a replacement. Told them 4 times I have a 21' Hard top boat. #4 try even gave them contour measurements. They sent back 3 pictures and said pick one.
No dimensions given. Since they guess at size, they want me to guess as well. I don't get the impression they listen, then they stopped emailing. Add don't care to the list.
I'm proudly displaying this at the marina where I keep my boat, flapping in the breeze, and clamps all over it to take up the excess material. If I could give them less than one star, I would. You get what you pay for... find a reputable company that knows how to fit a boat cover.

Needed a ATV cover for my machine, went online and found a site that (Looked) like they made and sold a quality product. Well I am ashamed of myself for not digging further into their quality. I can't believe the total crap that these people sell, within 2 weeks 3 of the corner seems are ripped up over 24". Unbelievable junk, not worth $5. Shame on you guys, hope your out of business ASAP. Do not purchase anything from these guys. They are probably all laughing every time they make a sale, yep we just screwed another 1 time customer.

Buyer beware
The cover I ordered was too big. They sent me another one and it was just a little to small. I called to see if we could find something in between the two sizes. She said no returns they are final. She would not change it or refund my money. So basically I'm out a 100. I will never ever buy from this company again. I have never heard that in my life. You buy a product online and send it back because it didn't fit. Then the next representative is sure it will fit it doesn't so too bad for you. What bad customer service.

I had a nylon strap for my bimini top (purchased at Empire Covers) rip in half. They said they cannot sell me a replacement strap--that I would have to order an entire new bimini to get the strap--and that I otherwise need to fashion and fit my own strap with materials from a local hardware or marine store. That's B. S.

This company is misleading. They sold me a boat canopy over the phone. They told me that it woild be delivered in a couple of weeks, then they cashed my funds right away. They still have not delivered my top and their website says "not shipped yet." Numerous, daily emails and voice messages to the company have still not been answered in 1.5 weeks. Please go somewhere else. Many companies are comparable, and I will start action against the company.

I purchased a pontoon cover based on the size of our boat and it was way too big. The exchange policy is terrible and the return policy isn't any better! I had to pay a 20% restocking fee which I know isn't totally out of the norm but when I returned my cover their returns system was non-functioning for more than 3 weeks! After two phone calls to them I finally got my money back... And then they STILL charged me the restocking fee! Terrible company!

I went to their website, entered the year, make, model, and length of my boat. The picture shows how it fits. When I emailed them they asked for a photograph of the tag to be certain they didn't ship the wrong cover. After verifying that they told me the covers do not cover the swim platform. This make and model ONLY comes with the platform and there is nothing on the slopes back to which the cover can be attached. After I pointed that out they became unresponsive. Stay away!

After I complained about the lack of customer service I received, Yvonne from Empire Covers got in touch and fixed the problem pronto. A new cover arrived within days, even though I apparently ordered the wrong size to begin with and was beyond the return deadline. I volunteered to return the old cover and pay the cost difference. Yvonne would have none of it. As a result, EmpireCovers is back on my list of preferred providers. That is my definition of excellent customer service.

Danielle was by far the most friendly and helpful customer service agent that I've had the pleasure of working with! She's very knowledgeable and patient, her listening and resolution skills are impeccable.

I was a customer service manager for 25 years with a major airline company and I would consider Danielle to be a most valuable asset to my company.

I sincerely appreciate her assistance!