Rhino Spa Covers, Inc.

I would love to give Rhino 5 stars, as their product is excellent. Also at the beginning their customer service was excellent as well. Unfortunately, as soon as they received my payment everything went down hill from there.
I had taken the measurements of my spa per the recommendations on their website. I was advised by one of their customer service agents to provide the serial number of my spa so that they could verify the dimensions were correct based on the model/​year of my spa. This sounded like a great suggestion, and their agent was very helpful in helping me locate my serial number. Based on that model number, they recommended we increase the size of the spa cover by a couple of inches. At the time I thought that it was a good thing they had checked the serial number, but that’s where the problems began.
Once my order was in, I was met with continuous delays in my shipment and non-​responsiveness from their customer service agents. I was given multiple «completion dates» that came and went with no communication. Phone calls and e-​mails would go without response for weeks. At one point the agent even said to me:
«It seems every corner we turn, your cover is the one that gets delayed!»
Why in the world wouldn’t they just move my cover to the top of the fabrication queue when it was already weeks delayed?
The original estimated shipment date was supposed to be early July of 2015, it ultimately shipped late August 2015, nearly 8 weeks late and nearly 3 months after my order.
To make all of this even worse, when my spa cover finally did arrive, it had been fabricated too large. It does not fit into the cover stand which makes the spa inoperable (we can’t open the cover). The oversize was exactly the amount that the Rhino representative had recommended we increase the cover based on the serial number information. Had they used the measurements I provided originally, it would have fit fine.
To their partial credit, they acknowledged their mistake and offered to replace the spa cover at no charge. Unfortunately (yet again), I have yet to receive the cover. I was told it was supposed to have shipped in October of 2015 yet I have not received anything. The last correspondence I received from them was on 10÷12÷15 despite multiple calls and e-​mails each month.
I don’t like giving negative Unilocal reviews, but this was my last ditch effort to try and get their attention and get this resolved. At the end of the day, their product is 5 stars, but their lack of communication and ability to deliver on their own self-​assigned deadlines is unforgivable and completely unprofessional.
I would happily update this review to 3 stars (1 for service and 5 for product) if someone there would actually respond to my e-​mails and calls and actually help me replace my spa cover.
Otherwise, I cannot recommend that anyone buy their product. Buyer beware.