Let me apologize first off for your negative experience. That's not the way we intend to operate, there was some confusion here looks like and the staff frankly just didn't know how to handle the situation. We don't usually deliver all the way to Richmond but have on occasion taken deliveries slightly outside of our normal territory when things have been slow. That is usually up to dispatcher discretion. The issue with the product was real enough but ultimately what it came down to was that none of our drivers felt comfortable delivering to the neighborhood that the address you gave us is in. Since it is outside of our standard coverage area we cannot force our drivers to go there if it is something they feel uncomfortable doing. I know this sounds like a bullshit excuse but it looks like our dispatcher got himself caught in a pickle and just didn't know how to handle it. As you said, he probably should have told you we couldn't facilitate a delivery initially and saved you the trouble. You are right, being told 45 mins after the fact that you were not going to get your delivery is pretty terrible customer service. I know it is a pretty lack luster consultation but if you do want delivery somewhere in Oakland/Berkeley/Emeryville/Alameda anytime in the near future please feel free to hit us up directly and use the discount code we emailed you, it will give you 30% off. Once again I apologize that our guys dropped the ball on this and gave you the run-around, if we can make it up to you anytime within our general coverage area please don't hesitate to bring up this instance and use the code. My name is Dave and you can reference this conversation if need be. Have a good night.