Della Portable AC unit arrived at my daughter's home damaged, not working. One Big Outlet, Hector in particular, reached out and told my daughter to send in pictures and he would send a refund. Still waiting for Hector to respond to her. She's written to him, provided him with the pictures he requested (we ordered through Amazon) - nothing. She's called several times, emailed several times also. This is very frustrating, very poor customer service. He has her email, all we want is a response that a refund is in the mail. We're out several hundred dollars! I will be pursuing this until we get a we get our money back!