Thanks for speaking with me yesterday - it was great to get your feedback and understand your issue first hand.
As I explained on the phone, we do offer flat rate shipping across the US and Canada, however there are a few exceptions. The issue here was that because the sofa was not going to fit in the elevator, the delivery team were going to have to climb 12 stories by stair to deliver the sofa. Our delivery partners are willing to take items up a few sets of stairs for customers who choose inside-room deliveries, but 12 floors is an exceptional case. I agree that this could have been communicated better by the people involved, but also hope that it is clear this was not an attempt to change the terms of your delivery for no reason.
All that being said, we want to make sure you have a sofa for your Christmas party, so as we discussed, I am happy to make an exception in this case. I trust that by now our delivery team have been in touch to set up delivery again at our expense.
I hope you have a wonderful Christmas party.
Director of Marketing