Sun Ray Hot Tubs & Patio Edmonton

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.

purchased my hot tub from sunraye 16 years ago and still going
over the time only had a few parts wear out , pump & motor
cost of up keep is under $2000.00 ( works out to under $10.00 per month ). wish my vehicle was that cheap to maintain

Just want to say thank you to Blair. He was excellent to deal with. I was not very good at explaining what I needed, but he took the time to listen and help me work through it. He had to dig to find what I needed and DID HE COME THROUGH! Very friendly. Obviously enjoys his work and good with people.

VERY MUCH APPRECIATED!

This problem has been resolved as of January 30,2017 . Thanks to Graham from Sun Ray .Ordered a hot tub cover Sept 27,2016 .. was told if I paid more then 1/2 it would likely get done faster . Paid $400 .. we were told 4-8 weeks .. we are still waiting ,every time we call they tell us there is a styrofoam shortage and the cover is made but they do not have any styrofoam .. 13 weeks and counting ...

Ordered a light grey hot lid on November 3 and was told it would be ready in 2-3 weeks. After 3 weeks passed my husband went in and asked for an ETA. They said another two weeks. He went again after the two weeks and told it would be another two weeks. On December 26 I posted a review of Sun Ray on Facebook regarding the lack of customer service since we never received any call or update from Sun Ray. Received a call from Sun Ray on December 26 and told it would be ready in early January. On January 6 I received a Facebook message saying the ordered would be complete the following week. On January 23 my husband inquired again where the lid was and was told he was 15 on the list. I received another Facebook on January 25 saying the lid was ready for pick up. My husband to pick it up and it was the wrong colour. After some discussions, the sales manager D said to take the brown lid and use it until the grey one came in.
In a heated discussion with the owner he said the lid could not be used and we could either keep the brown lid with the complimentary bromine tablets or return the brown lid and wait for the grey lid. I stated I wanted to return it all and get my money back. The owner said that wasn't possible.
I contacted Visa and they said we could go through them to get our money back if we returned the brown lid. I attempted to return the lid and they refused to take it back. I refused to leave the premises until I had it in writing that the grey lid would be here by February 3 or we would be permitted to return the brown lid and get a refund. The owner refused.
We now have a brown lid that we don't want and no guarantee that we will have a grey one any time soon. The owner has stated it will be in by February 3 but refused to put it in writing that if it is not there by then we could return the brown lid and get a refund.

UPDATE: as of 5:12 pm Sun Ray owner called my husband and said "the deal is off" due to me posting what has happened thus far. Apparently the owner feels that refusing to take a return of an incorrect product and promising a refund if the correct product is not provided is unreasonable.
UPDATE: Have been advised to cease contact with the company other than if they take the incorrect lid back and exchange it for the correct one by February 3.
UPDATE: Have been advised to cease contact with the company other than if they take the incorrect lid back and exchange it for the correct one by February 3.
UPDATE: at 4:45 pm on February 3 we called to see if the lid was in. Was told the lid was in but would not be released until the owner talked to my husband. No call received. A dispute has been put in to Visa so we can return the brown lid and our money back.

still waiting for my deposit back since before christmas 2016. Every time i call them its different stories and saying the money will be in my account next week. This has been going on now for almost 5 weeks. The manager and owner is never there when i go into the store or when i phone, i just want my 2000$$$ back
I should of read the other reviews before giving them money! So unprofessional

Thanks to Darrel and Graham for the after sales support. Tub is running great and family is enjoying it very much! They have helped guide me every step of the way.

Spa school was very useful.

We enjoy our tub. Looking forward to using it this winter. However, we feel that the sales staff could be more forth coming with customers. Several issues were not communicated which led to misunderstandings.

AMAZING PRODUCT, AMAZING SERVICE!

When we were looking to invest in a hot-tub, we knew we wanted a solid product that had a good reputation! It is also very important to our family to support local! So of course we stopped in at Sun Ray! The moment we walked in and Graham approached us, we knew we were at the right place! He took his time to help our family make the best decision! But this is not the best part! We got our tub and the installation men were incredible, but we couldn't get the hot tub figured out the evening we went to go use it. Thinking I was just phoning and leaving a message for someone to call me back the next day, to my shock, Graham called and got his service man to give us a call and got us up and running that night at 9:00 p.m. on a Friday night! How awesome is that!!!! That is going above and beyond! Not only that, they follow up with us to ensure we are having no issues! We feel so proud to support a local company that provides an amazing product with amazing service!

If you are shopping around for a hot tub, in our eyes, Sun Ray is the only place to go!