I originally left a 3 star review, but I have amended that to 5 stars because the company took care of my complaint favorably.
We spent about $500 on a custom cover a couple months ago, and when we got it, the color looked different than what we thought we were ordering online, enough that we really weren't happy with it. The color was Dark Gray, but in person it looked almost navy blue. I took multiple pictures on multiple days and definitely just got a sense of blue every time I saw it. We really wanted a nice plain charcoal/gray, which is what it looked like in the sample picture when we ordered online.
I emailed the company asking if there was anything they could do, and after they looked at my pictures, a few days later they got back and said that's the Dark Gray color so there's nothing they can do. Disappointed, I left my original review, which explained that although the cover seemed to be top notch, I wasn't happy with the customer service for refusing to do anything to try to amend the situation.
Another week later, I got another email from the company offering to send me a new vinyl skin in a different color (I would just have to remove the first vinyl skin from the foam core and put the new skin on over the foam, so it wouldn't be an entirely complete cover, just the vinyl skin). I'm not sure if they simply took some time to get back to me again after what I thought was a final remark or if they saw my review and it motivated them to try to please me.
Either way, it's now another month or so later, and I have a new vinyl skin in my hands to put on that I'm happy with. I asked for vinyl samples this time before they made the new one, and not liking any of the gray colors (they had gotten new colors since we originally ordered so they were different grays anyway), we ended up going with black this time. I think it's going to look really nice, much better than the blue-gray we originally got when we thought we were getting a nice charcoal/gray.
The cover seems to be very high quality and well insulating. It seals nicely to our hot tub when closed, and I can tell it's insulating pretty well because the snow sitting on and around the hot tub this winter barely melts. I expect this cover to last a long time.
So, I'm completely happy now with my experience buying a cover from here. My recommendation would be to ask for vinyl samples before ordering unless you're not picky about colors or you're getting something easy like black.
Alisha is the person I was emailing the whole time, and I'd like to say she was friendly and helpful.