Kustom Covers Ltd Reviews 284

Broken promises followed by more broken promises. Ordered and paid over £2k for 12 truck bed covers on 6th August and have been consistently mugged off every week ever since. As of today I still haven't received a refund or the product. Poor communication and when there is communication it's just a load of lies. I was told 2 weeks ago there were boxes of finished product with my name on in the warehouse and all they had to do was ship them to me but that's obviously false because it shouldn't take 2 weeks to slap an address on the boxes and it has been radio silence ever since.

Avoid giving these scammers your money whatever brand they are trading under this week - Kustom Covers or Bespoke NE are all just the same con artists.

When I first placed the order, I emailed asking for an off-the-shelf solution as I needed them quickly because they have been slow with my other orders in the past. Dennis Amos, Director, called me and promised me the world, he said he didn't have any ready made but he had all the materials ready and would be able to get them shipped within 2 weeks and gave me a sob story about why previous orders had been slow to appear - Like a mug I showed some empathy and put my trust in what he was saying but it all seems like a well rehearsed con in hindsight.

£2k is a fair amount of money so we will be looking to recover the money by any means necessary and next step will be to report to trading standards etc. as this is just not an acceptable way to do business and they certainly shouldn't be allowed to change trading names and start ripping people off again

Update 29/10 - Still have not received any response via phone call, email etc. Their website is now down and phoneline inactive so having to start the small claims court process to try and claw back some money. Never been so frustrated by a business, just blatant theft, they should be locked up for fraud to be honest

Update 12/11/24

3 of the 12 covers have arrived, still no other contact though and it's too little, too late

I placed an order on 27th June and was told lead time was 3-4 weeks, and paid by BACS to avoid charges to them. Note the emails say they are currently trading as Kustom Covers yet invoices are in name of Bespoke Design NE Limited. Are they trying to avoid the liabilities of one of the companies. Why would you consider rebranding when you are in such difficulties.

After working with them and showing empathy with them, on several occasions being told the item would be out within a week, nothing arrived. On 30th Sept they maintained they thought item had been dispatched and my order had been sent. They informed me they were closing down, and would send my package out in 1-2 days for delivery by end of week. They stated they had no money to effect a refund. On 1st Oct a friend was quoted for an enquiry with no mention of delivery issues, and no mention of closing down. Another lie, and the only way to keep a cash flow.

On 2nd Oct, having received no advice of dispatch (3 working days after committing to dispatch for delivery by end of week) it would be impossible for delivery by end of week. On 3rd Oct after they received my court claim they sent a photo of a package with a dispatch notice printed through the Parcels2Go website. However, upto now the parcel has still not been dispatched.

I strongly suggest you exercise extreme caution ordering with this company which should have gone into liquidation at least 6 weeks ago.

I have submitted a claim through the Smalls Claims Website. The response by bespoke was to update the contact number to a mobile number on the claim submission, (why have they not updated this on the website).

I have also submitted details to Action Fraud who are carrying out an investigation.

I intend to send copies of all emails, text messages to:-

Trading Standards County Durham
National Cyber Security centre via government web site
Companies House - Mr Dennis Amos sole director for consideration of director competency
Advertising standards
-misleading production dates
-Stated delivery companies (Parcel2Go not listed)
-Trading as Kustom Covers but clearly operating
Bespoke Design NE Limited.
At no time have I said I do not want the cover, and text messages to them after issuing court proceedings, asking about delivery date, no response has been received.

They have time to respond to negative reviews and new enquiries, but they have no staff to respond to existing FRUSTRATED customers.

The cover has eventually been delivered 19th Oct, 17 weeks after the placement of the order. Bespoke made “yet another promise” to deliver the parcel by week ending 5th Oct, another commitment not met. The parcel was dispatched 14:27 18th Oct through the Parcel Shop and delivered by Royal Mail at cost of £7.49. I was charged £10.79 plus VAT total £12.95 and told delivery would be by DPD (Bespoke email 27th June 24 11:58). No tracking information about the dispatch or delivery was sent to me prior to delivery. Additionally, they offered to deliver a length of “bungee” cord “as a sign of goodwill”, (Bespoke email 27th June 24 11:58) this was not delivered.

The delivery makes no change to my previous views expressed in my review about the appalling delays I have experienced and compounded by the legal threats I have received, to cover their loss of earnings following my factual review, resulting in me seeking legal advice and costs.

Now the cover has been delivered I have decided to drop and to inform the small claims court, even though I could recover my legal cost of £35.

I will not be placing any future orders with this company. I am a 70-year-old man, who does not need this level of stress, wholly caused by this company who blame everyone except themselves. Note they informed me “We have decided to close the business fully, for the benefit of my husband's health and our young family.” (Bespoke Email 30th Sept 12:07).

I leave the reader of this, and other reviews on this site, to decide if they wish place an order with this company.

Ordered & paid for a Transit Dropside Cover on 6th May 2024.
Still hasn't arrived 20th September 2024
No response from Bespoke Design / Kustom Covers since 17th July when they promised delivery "within a week or so"
Planning to recover the money by whatever means necessary

Having traded with Kustom Covers for a decade, we understood they were having delivery delays by last contact end of July. Despite all efforts to contact them, we have heard nothing. Resorting to Trustpilot in hope. Very unhappy!
UPDATE 3.10.24. Kustom Covers have now been in contact with me and have promised to deliver our goods soon. They tell me personal difficulties led to a breakdown in communications but they are working hard to get on top of things again.

Ordered (and paid for - beware, they demand BACS payment up-front) a custom parasol cover on 3 June 2024. Allegedly damaged in transit with DPD in July, but by late August still no sign of it arriving, despite several promises from the company. No response since 12 August from Bespoke Design / Kustom Covers despite several emails and phone messages. I am now in the process of trying to retrieve my payment. Planning to take up the dispute with Trading Standards. Very unhappy customer.
UPDATE October 2024: The order arrived and I have to say the quality is good. Just a shame it took so long and the communication from the company was not great. Adding a couple of stars to the review.

Ordered a custom design cover that I was to use for a specific task for my combi trailer rather than using cheap sheets from B&M that need replacing all the time.

Sent samples out to me and felt brilliant quality, quick to take order through the email. Sent an order form for me to send payment which was done by bank transfer. All seemed well. Told 3 to 4 weeks to make it, which felt like a long time, but ok.

Then I chased order as I had not heard anything and it had been just over 5 weeks. Eventually got a reply and what the hold up was in "production". I let this slide as it seemed genuine, and as soon as it was dispatched I would get a tracking number.

Another week and no contact and no tracking number. I tried telephoning a number of times and no one seems to answer the phone, and as of today, no reply to my last email.

My bank are trying to help and I have submitted copies of emails as well as the invoice which was sent to me to get my money returned.

Having done more research seems they are changing their name from Kustom Covers to Bespoke Designs NE, their website isn't updated with a message about their phone number meant to be updated on 18th July, and their accounts are overdue on Companies House since Feb, however there is also another separate account for Bespoke Design NE which used to be Bespoke Tarpaulins. Very suspicious.

I won't hold me breath.

So, i ordered 2 covers from these guys (Kustom Kovers) in May of this year. I asked the question" would it be with me within 4 weeks" before placing the order and was told this was easily achievable.
Its now August and absolutely nothing!
Repeated phone calls and voicemails left promises of a returned phone call and nothing!
Its happened before aswell but at least last time I actually had some communication which I had to repeatedly chase.
What a shame. Good product - When it arrives but the lack of communication and false promises make it a bitter transaction and sadly, i will not be returning to this company (Now Bespoke Designs NE Ltd)
I understand that manufacturing bespoke items takes time but a quick email or phone call would have been appreciated to keep me in the loop and to help my customers then understand the delay rather than be met with complete silence.

We wanted a sightly deeper cover for our folding caravan. It took a little longer than originally quoted, was quoted roughly 3 weeks and it took 6. However, I did expect this time of year to be busy for a custom made cover and it still came within time. Communication was great and fast. The cover only arrived today but seems to be really good quality, the only downside is the elastic cord provided is a little thick for our current set up so I have ordered something thinner, I didn't think to ask about this when ordering and I need some elastic for another job so won't go to waste.
Overall, really pleased and will definitely use them again :)

Really pleased with my truck cover. You have to be prepared that if you want something bespoke that it may take a while. It's not sitting on a warehouse shelf it has to be specially made. Very good quality sheets and well manufactured. It will last a while if looked after properly.

Very good service and tarp quality is good. Would recommend.

Please be aware of the leadtimes for items as they seem to be a busy firm.

Sand pit over made of good quality material. Kept sand dry and clean through Yorkshire wet weather

I had already ordered and received a cover for my camping trailer from another company that was totally wrong size and spec. So went to bespoke because they had a phone number so I could talk to a real person, giving them the sizes that I needed. I was told the lead time would be 2/3 weeks, ok with that, cover arrived on the doorstep within that time. Only one criticism was that I got no paperwork with the parcel ,but the cover fitted trailer well and looks good. Many thanks to all concerned and yes I am a old guy that hates all things tech. and will not use a bar code or QR code.

I ordered a custom size cover for a trailer project as nothing off the shelf would fit.

Quoted time was 3 weeks, and I ordered with just enough time before we planned to take the trailer away.
I was reassured they use next day delivery and it would be with me in time.

Glad to say everything turned up as promised on time, and I'm delighted with the quality of the cover. It fits exactly to how I ordered it, and looks like its going to last.

The price was also better than anywhere else I could find online for a similar product.

Thanks again.

Hannah was very professional and delivered great customer service.
The manufacture and quality of the material is fantastic. Very durable and far better than the cheap rubbish that came with the furniture.

8 years ago I purchased the same product from Kustom-covers for our old patio furniture, the covers are still serviceable but the furniture is past its best.
Well done

Donna and Hannah were very professional and efficient at all times delivering a great customer service.
The quality of the covers I purchased are fantastic and very durable and far better than any other covers I have purchased in the past. Well done
Andrew Blake

Although we ordered our trailer tent cover late in the day, Kustom covers achieved our deadline and we received our well packaged and very good quality trailer cover. There was a slight problem with DPD Couriers, whereby i didnt get a chance to get to the door in time, but they returned the next day when they said they would re deliver. Really good after service as well e.g asking if we were happy with product

* See update to this review below the original review.

Sadly, despite repeated excuses about delays and delivery problems, the furniture cover I ordered in February 2024 had not been delivered. I have repeatedly emailed the company and have received several, apparently reasonable excuses as to why the order hasn't been fulfilled but I've had no responses to any recent emails and cannot get through to the company by phone, it just rings out.

*Review update
Since the original review was posted the MD of the company got in touch and finally managed to get my order sorted, despatched and delivered. So the end result was positive and I'm very satisfied with my garden furniture cover. It's just a shame that it took 3 months, many phone calls and emails and a lot of grief to achieve this result. That said, if Kustom Covers could ensure that they met their published production and delivery schedules then they would have received a 5* review.

What a wonderful company to work with! We work regularly with Kustom Covers over the years, and we would never go anywhere else. Their customer services, and quality of goods are fantastic. Highly recommended. Thank you all!

When I ordered my trailer cover I hadn't noticed the lead time to delivery but it is clear when you read through the website. Still it was late and I mailed them to follow up. I received a phone call to explain the issues this small company were facing. It's fair to say that such a small company will be hit hard when day to day problems hit individuals or there are delays in supplies. The cover, when it arrived was excellent and I like the fact it is home produced and not imported from China. I'm always happy to support UK companies.

Scammers!!!! Avoid!!!
Ordered trailer cover on 2/11/2023, and today is 27/11/2023. No cover, no money, no sorry. Keep talking about difficult times, and if I don’t like it I shouldn’t order anything. Scammers!!!