Customer service here is non-existent. Bought an AC Window Unit, Cool Living brand, from this retailer through Walmart.com. Item was delivered and we picked it up. Took it home and unpackaged it to find it was missing a required piece of installation hardware, the upper guide. Called the number listed in the instruction manual and was transferred to an automated message telling me to go online. I did and requested a replacement upper guide. They responded later that day and said they would send one out. FIVE DAYS LATER, I get another email saying they didn't get their shipment of upper guides from their manufacturer so it would be another two weeks before they got it and could send it to me. Said if I didn't want to wait, I could return it. I contacted Walmart.com and they offered to ship me an entire new unit at no charge and I could return the original that was missing a piece. We received the new unit Saturday and it was missing the same piece! I searched the entire box, my husband searched and I had two separate friends come over to look, both boxes were missing the upper guide. I sent another email to KMS to complain about this and their response was to wait the 2-3 weeks to get the missing piece from them or take it back for a refund. No sympathy at all that they are sending out incomplete items, no attempt to make it better, just wait or return it. I also asked for a phone number which was a request that was completely ignored. I have contacted Walmart.com and they are willing to take both units back and refund me, however, each unit weighs 122 pounds. Now my husband and I have to box both units back up and load them back to Walmart and then wait 7 business days for our money back. This is beyond ridiculous! You cannot keep parts in stock, you cannot ensure units are going out complete and you cannot offer any kind of apology or sympathy for your incompetence. Your customer service people are horrible and I will never buy anything from you again. read more