I hope you are having a great day so far and a wonderful beginning to your week! Thank you so much for reaching out to us today. We are always here to answer all of your questions and concerns. I must admit, this was disheartening to read. We always strive to make sure every interaction that you have with us is a positive one and it isn't easy for us to hear that we have let you down by not providing you with the answers that you need. I read your initial message, but I am not very clear on what happened. Can you please provide me with some additional details about your situation so that I can better understand how I can assist?