We needed a new spa cover for our hot tub. We stopped by on a Saturday and picked up a cover that we were told was new but dusty. We were told we were getting a price break because it was out of the box. When we got it home, and put it on the tub, it was missing a strap. When we called the following Monday and spoke to the service department, we were told that it was a previously used cover, although they weren't aware that it was damaged. We were told to return it for an exchange. We did return it on the following Saturday. They pleasantly replaced it with a new one in the box. It was then that we learned that we had not received a price break on the used cover. I felt like someone had tried to pull one over on us. I trusted this locally owned and operated company to treat me right. I always thought their prices were a little high but had continued to do business with them because they were local. This experience caused us a great deal of frustration, having to load a spa cover on our car more than once and having to return to Royal Spa. When we build our new home, we will be shopping around for our new hot tub.