We are very sorry that the customer did not have the same 5 star experience that we are accustomed to providing. Our contract is very clear that we do have a money back guarantee if a carrier is not located and assigned within 5 days from the first day of availability. We located and assigned a carrier on the 3rd business day, and unfortunately that carrier had unforeseen mechanical issues and had to delay the pickup. Customer chose to cancel the order rather than wait.