Angela in Red Deer

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.