I would love to give them less than one star. I purchased a hot tub cover from them. Turns out, they dont produce them, a third party does. The product was shipped out, but the freight company doesnt have anything smaller than a 53ft semi truck that delivers in my area. Attempt 1. Driver calls me to meet him to get my hot tub at a location other than my house. I work 45 min from my home. I arranged to meet him after I got off work with a friend of mine. Truck wasnt at meeting spot. He didnt answer multiple texts during the day to confirm the time, nor any phone calls. Finally calls me at 6pm after my friend waited, to tell me he got rerouted and wouldnt be meeting. I call master spa parts inc to see about finding a solution to this shipping issue. I am told by their customer serivce, Kevin, that there isnt anything he can do it and it sounds like its my problem. And that hes never heard of such a problem in his 3 years there. I finally get the info about the 3rd party from him and a phone number to call them. I call them. They have to have the PO number from Master spa. Another call to Kevin, who says that this problem does occur after all and that it is usually transferred to a distribution center and shipped out on a smaller truck. HUH, guess i wasnt just making it up after all was I, Kevin? 2 more days pass. Freight company calls me again to try and arrange a meeting with their Semi to get this item that is supposed to be delivered to my home. Great so not delivery, but somewhere near by, come and pick it up myself. They give me a 2 hour window so I notify my wife so she can meet them and they say they will give us an hour heads up for when they are headed our way. The 2 hour window has come and gone, and no phone call.I attempt to call the number that called me from the carrier, Trendtransport. No answer. I call the main line for customer service, no answer. And a full voicemail so i cant even leave a message. I am glad for one thing... Master spa parts inc has shown their true willingness to serve their customers and it is truly, NOT THEIR PROBLEM. So i will not order any more parts from them and I will encourage everyone else to pass on them as well.
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