Hello Jack,  We’re so sorry to hear about your experience with one of our retailers. Although each Genesis retailer is independently owned, we still hold them to the highest standards. We'll share your feedback with their management team. If you require assistance in communicating with the retailer, our office will be glad to act as a liaison. We would like to encourage you to reach out to our customer care team at (844)-340-9741 for support and assistance if needed. Thank you.^cc