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A couple weeks went by, we're now in January, and I contacted customer service, this time by e-mail. The rep emailed me back and indicated they had no record whatsoever of my call and that practically nothing had been done, but he'll get on it right away. Heard back from them and was informed that, regrettably, they could not aid me but provided two solutions: either send the bookcase back or accept a ten percent discount. There was no way to send every little thing back, box having been destroyed, so I accepted the ten % discount. Needless to say, this did not cover the price of purchasing new hardware. I have in no way, ever encountered this problem prior to and was stunned at this foul-up. I will not be back.