I cancelled an order for a couch on Dec 15th. Delivery had been scheduled for December 17th. On Dec 28th I received an email saying it was out for delivery on January 5th. When I called customer service, the agent told me that it couldn’t be cancelled because it had shipped and that they took no responsibility for the return arrangements AND I would be charged a return fee. I told them I had two emails from December 15th saying they were sorry I didn’t like the item. They had ample time to process the order cancellation. Obviously, it had been sitting in their warehouse for two weeks. And then someone decided to ship it out without looking at paperwork. A frustrating and infuriating experience all around.