Hello Kelly, we sincerely apologize for your experience and want to thank you for bringing this to our attention. Our goal is to provide excellent products and service to our customers. We apologize that you feel that we did not meet our goal in this situation. We have taken this feedback and have forwarded it to the correct department manager. We sincerely apologize for your experience and would love for the opportunity to make it right. Please contact us at 800-619-3000 or by email at customercare@jtv.com. We do respond back to emails, but it does take up to 24-48 hours for us to get back to you.