My husband and I purchased a television from Fingerhut on December 23, 2018. On December 27, 2018, we received an email from Fingerhut indicating that our television had been shipped. Within that email was a tracking number that was hyperlinked to Pilot Freight Services ("PFS"). While we have ordered many things from Fingerhut, this television was the first time that our order required a freight service to deliver it. I was pleasantly surprised at how user friendly PFS tracking portal was. So I noticed while checking the status, that our television arrived in Columbus, Ohio (it's final destination by the way) on December 31, 2018. When I attempted to schedule the delivery, PFS first available delivery date was on January 7, 2019. Because my husband and I own a courier delivery service (we deliver much smaller items though), I brushed that off as it being very busy during this time of year for our kind of industry and just scheduled the earliest time frame on January 7, 2019. ON the actual delivery date, I received a call from Nick at PFS in Columbus, Ohio. He verified he was speaking with the right person and then proceeds to say, "Funny thing- we accidentally opened your television, but, the good part about that, is that we actually discovered that it was broken anyway. It's weird though, because there is no visible damage to the outside of the box." Perplexed by the fact that he even admitted to "accidentally" opening the box to begin with, I just simply said, "Oh. Well that's not good. But at least you discovered that it was broken, as opposed to delivering it, us discovering it and then having to arrange for another trip to retrieve and return to Fingerhut." Nick replies, "Exactly!" I then explain to Nick that we have never purchased an item large enough to employ them in the delivery process, so I was not sure what would happen next. Nick explains that all I needed to do was reject the delivery and that PFS would take care of the rest. My only other concern was that PFS would explain to Fingerhut exactly WHY I refused the delivery, as I did not want Fingerhut to assume we no longer wanted the television, but that this phone call had occurred, thus resulting in us not really having any other choice in the matter. Nick assured me that he would communicate all of that and in just a few days, a new television would be shipped out and on it's way to us. Great! So I thought. About a week or so passes and my husband says, "I wonder if Fingerhut will send another email when our new tv ships or if that only happens with the initial order." I remembered the PFS portal for tracking, so I got online and noticed that the tracking number I had initially, had not been updated since January 7, 2018, when it shows that the delivery had been refused. I attempt to call Nick, no answer, no voicemail option. So I call the toll free number for PFS and explain what had happened thus far, and I was told that the television was still sitting on the dock waiting on Fingerhut to respond with a "Authorization for Return". WHAT?!? So in almost a week, nothing had happened. So I call Fingerhut to explain what was going on and that PFS was saying that the reason the television had not been sent back yet, was because they were waiting on Fingerhut to authorize the return. According to Fingerhut however, they were showing that PFS had never sent a request for an Authorization for Return. So I explain that PFS was Fingerhut's chosen freight delivery service, and that by the grace of God, PFS had a portal that tracked that television from the time it left Fingerhut to the time it arrived in Ohio, and that it would show, that the television was never in our possession due to the initial phone call from Nick that started this whole nightmare of a return. So I asked Fingerhut, that in the meantime of them awaiting the return authorization, would Fingerhut go ahead and begin shipping a new television out to us while they and PFS worked out the logistics of the return of the original television that never left the dock at PFS in Ohio. Fingerhut said that they could not send out a new television until the broken one was back in their possession, but that if I wanted, I could exceed my credit line by essentially ordering a new one and then once they did receive the broken one from PFS, they would adjust our account. Are you kidding me? Long story short, from start to finish, it took over a month for the broken tv to be shipped back and a new television to be received. And get this, the day the broken television finally arrived back at Fingerhut, then and only then, did a representative from the toll free line for PFS admit that Nick had dropped the ball back on January 7, 2019, by not submitting the correct paperwork to expedite the return of the broken one. She then goes on to explain that had he of just finished the job out, chances are, it would have taken 2.5 weeks to turnaround (including possession of the 2nd tv). Having said all of that, the new delivery date arrives and low and behold I receive a phone call from the local hub of PFS and the woman says, "I apologize, but the delivery driver that was supposed to deliver your television today actually forgot your television on the dock. We can deliver it at a later time this evening (mind you, this phone call was around 9:00 that morning, I had a 9a-1p delivery slot) or tomorrow or another day." I explained that after the month+ ordeal that we had just been through, I really wanted the television that day. So she reschedules me in a 4p-7p delivery slot for that same day. After all of this, I call the toll free number to simply ask if PFS would consider reimbursing me for at least one, if not now BOTH delivery fees given the absolutely nightmare this situation had become(afterall, I don't believe I'm asking much considering the situation in its entirety) for which I was told "You'll have to take that up with Fingerhut, because it's not our fault." WHAT?!? Oh yes it most certainly is. This is not only the first time I had made a written complaint on this forum, but the first time I have made a written complaint overall about this situation. What I am asking for, in my opinion, is not much (a total of $250.00 in delivery fees), considering, that but for Nick severely dropping the ball from the very beginning, we would not have had to wait over a month for the television that we continued to owe for, to actually be in our possession. And by the way, Fingerhut did credit some money back to our Fingerhut account, but made it very clear that it was not the shipping they were crediting and that a reimbursement for shipping would have to be issued by the freight service as that is their fees that Fingerhut does not profit from or have control over. I believe that this is the least that PFS could do for us, considering that it was completely their fault. And worth mentioning- my husband and I have owned our courier/delivery business for 35 years, and NOT ONCE have we nor would we, EVER open our customers packages and then have the audacity to call that customer and insult their intelligence by saying it was an accident. Once we received the new television, the way this 65 inch television was packaged, to this very day, I cannot even remotely figure out how the original one was "accidentally opened", not to mention having the ability to see that it was actually broken after "accidentally opened". I opened the new television and I assure you, many steps occurred at opening the package, before the television was even exposed enough to see anything on that thing. I have only one thought about what could have happened- I am assuming that the original television was on the dock and was more than likely either tipped over or hit with a fork lift or dropped, thus causing them to panic and open the box, all to then discover that they broke it. That is the only logical excuse I can come up with that remotely explain why it was opened to begin with. Especially when as Nick said, "there was no visible damage to the outside of the box". Ideally, I would love it if someone from PFS saw this post. However, judging by the one and only other previous poster about this company with zero responses from PFS for his issue, I would say the likelihood of PFS paying attention to this forum is very slim. I do however, intend on sending a letter directly to the corporate offices for PFS and asking them to investigate our experience and urge them to consider a refund for the shipping or consider filing a claim against them in small claims court for it. This much I know to be true, if I'm paying a filing fee in small claims court, PFS can expect for me to not only request a refund on both shipping charges, but the television itself, court costs and the time I took from my workload to babysit a return process that was never our fault. It would be in PFS' best interest to cough up the $250.00 just to make this nightmare go away. I strongly urge anyone using this company though, to use our experience to ensure that everything has been submitted and done so correctly, before just assuming they know what they are doing.