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A couple weeks went by, we're now in January, and I contacted buyer service, this time by e-mail. The rep emailed me back and indicated they had no record whatsoever of my call and that absolutely nothing had been accomplished, but he'll get on it appropriate away. Heard back from them and was informed that, unfortunately, they could not support me but offered two solutions: either send the bookcase back or accept a ten % discount. There was no way to send almost everything back, box obtaining been destroyed, so I accepted the ten percent discount. Needless to say, this did not cover the expense of acquiring new hardware. I have never ever, ever encountered this dilemma before and was stunned at this foul-up. I will not be back.