Products are nicely made and substantial: customer service is atrocious. Ordered a feeder from them for my son on 12/21/07, knowing it was going to be too late for Christmas, but expecting it to ship in a couple of days and arrive in a week or so. Got an order confirmation right away; but after a few days I hadn't gotten a shipment notification. Check order status on their website - shipment date blank and tracking number blank. Called and was told item was actually out of stock, and it would be at least two weeks before it would ship. I asked why they hadn't contacted me about the back-order right away, and was told they don't ever do that. About a week later, I spotted a similar feeder locally - I checked on-line again: still no shipment date or tracking number; and I checked my CC and found no charge yet - so I called to cancel the order. The guy who answered was brusque and first said he'd cancel it; but then called back later and said it had already shipped two business days before (by FedEx, not by UPS as their website indicated). Their site still shows no ship date or tracking#, and my CC shows no charge (yet). So now I have to dismantle and return the other feeder that I bought; or pay to return the Coveside feeder (they refused to send a prepaid label - his attitude was 'you ordered it, we shipped it, your problem""). I work for an internet retailer as well, and wenotify customers immediately of any order delay, send shipping confirmations including tracking numbers immediately upon shipment, and do our best to take responsibility when the inevitable hiccups occur. I also do a lot of internet shopping, and I've found these policies to be typical of reputable businesses. I've also found that businesses that don't or won't take these simple steps have a good reason not to - they either aren't reputable, or are not reliable. I don't know which is the case with Coveside, but either way, I can't recommend doing business with them.
Pros: Product nicely made
Cons: Terrible customer service.
more