I requested to waive a late charge and they refused because of their policies. I've been a customer for over 16 years and I pay my bills through the good, bad and hard times. They say every 18 months one time courtesy. Well stuff happens. I paid online the due date late at night and because of the end time frame they charged me late fee. Well, I am very unhappy with them and when I finish paying them I want to close account. I would not buy from BrylaneHome anymore. Unsatisfied customer!!!