I purchased a hot tub cover from Spa-Mart.com last November 2009. The cover arrived with the tie-down straps on the wrong side. I called the company, and spoke with a female that I supposed considers herself to be the Customer Support person. She asked for pictures, which I ended up sending three times.

When I initially inquired about covers, she was quick to return my emails. When I sent the pictures as requested, she never acknowledged.

This company's customer support methodology is to ignore, and hope you'll go away. Apparently it must work, because I have come to the conclusion that I'm wasting my time trying to obtain any repair for the product. I will have a local upholstery shop correct their mistake.

If you are looking for a hot tub replacement, DON'T buy from Spa-Mart. Aside from their poor customer support, and lack of understanding their own website diagrams for strap locations, the quality was medium at best.