We ordered a new cover for our hot tub in mid October 2016. We were told it would be ready in 2-5 weeks, and our credit card was charged in full. 6 weeks later, we called to find out where the cover was, and were told that there was a problem getting the foam and that the cover would be slightly delayed. This led to MONTHS of being given the runaround - told it would be just another little while, or staff answering didn't know anything about it and nobody who did was in the building. Calls were never returned, just months and months of us calling and getting nowhere.
Finally, on March 1, 2017, I lodged a merchant complaint with our credit card company to get our nearly $700 back. A couple of weeks later, we started getting phone calls that our cover was ready to be picked up. My husband called back and spoke to Graham, who agreed that they would deliver the new cover free of charge in return for our inconvenience. We agreed to revoke the merchant dispute once the cover was at our home. We subsequently received more phone messages stating that we should come pick up our cover. When my husband called to schedule the delivery we were promised, again nobody there knew about it, and we were promised a call back from Graham, which of course never happened.
Yesterday we received a letter from our credit card company stating that Sun Ray had responded to our dispute by stating that our cover had been ready for pickup since March 23. They also had accused me of having hung up on them when they called to tell me (never happened!)
My husband made the decision to go today to pick up the new cover just to get this all over with. In fairness, the cover is as ordered, and seems to be of good quality. It's just a shame it took so much hassle, stress and broken promises to actually receive it.
We were previously happy in our relationship with Sun Ray, and had previously had good experiences with their service department, and while purchasing maintenance items. This experience, however, has left a bitter taste in our mouths, and we will be taking our business elsewhere in future.
After seeing a review posted elsewhere, my husband received a call from Graham offering us $200 in store credit, which he accepted. I appreciated their attempt at compensation for our time and trouble, and so I edited the review to include this.
Unfortunately, after I refused to remove this review entirely, we have been informed that the $200 in store credit has been revoked, and we have been "red flagged" in their computer. Apparently this was not an attempt to make up for poor service, it was an attempt to buy a better rating.