Hello, I purchase a Samsung range in Melrose Park, IL on September 7, 2019 – Customer ID: 000000****00000581 When the range was being delivered it was noticed that the front door was pushed in and damaged (as if it were banged against something hard). The range was refused. I called about the damaged unit and was told to come back to see if they had another in stock. They did not. We spoke with Manager Carmen Chavez who informed us that they could deliver a new one from the warehouse. On September 16, Valentine from your warehouse called and said they he had a new range not in box and if we wanted it he would deliver it to me. On September 18, I received the range, but without the accessories that were in the original range I selected. That same day, We have called Gustavo (our sales person) and mentioned to him that the range was missing: •The Fish burner •Griddle •Wok stand; and •The rollout hinged rack (photo below) Gustavo said that he would search for the items and get back to me. The next day, my brother picked up first three items, but he rack they sent was not the rack that I purchased. We called again asking for Gustavo and was told that by another rep, Dee, that Gustavo was aware of the problem and he was working on getting the correct rack and would be calling me. Gustavo did not call. We have since called several times asking for Gustavo our sales person, left messages, but I have not received a return call. It has been one week and still nor return call or answer to the emails I sent to Customer Service. I do not know if my messages reached him or if he is just not returning my call. Either way, it is bad customer service. I specifically took my time to choose that range with those accessories, especially the rollout rack because it would make it easier to baste and lift our heavy pans of food. All I want is the roll out hinged rack that I purchased with the range. I would appreciate it if you would have Gustavo call to make arrangements to pick up the correct rack. If you are unable to help me, please let me know who to contact. I would like to have this issue resolved quickly and satisfactorily. Thank you, Bertha A Navarro 2809 S. 59th Court Cicero, IL 60804