Unfortunately no company can accomplish 100% of its goals due to a mutltitude of factors beyond normal controls. Certain areas of the country always present problems simply because of location, weather issues, and the number of carriers that service the areas. Regardless of the area for pick-up or delivery, every client is provided with a 100% effort to have their service rendered. We ask that everyone that requests a refund provide us that request in writing (e-mail) is acceptable. This is needed for the protection of the card holder and the our company. Once this is received a refund is processed immediately. The time frame it takes for the refund to be credited varies from merchant to merchant and is not within our controls. No customer is ever ignored as a sufficient number of associates are on hand during normal business hours. A simple e-mail request would have allied any misunderstandings. We truly regret any inconvenience the customer has incurred