Due to weather delays, both with carriers and myself, i needed to have my package held for later pick up at my local FedEx office location. FedEx was not able to make the redirect, as there were specific instructions that only the shipper could make the change. I contacted Displays2go via their email feature for help rerouting my package- i wasn't sure if it was too late to have it delivered to my home, so i asked if it couldn't be changed to home delivery, then to have it sent to FedEx. (NAME) informed me there was nothing that could be done and i should contact FedEx. I advised him i had done that and they said to contact D2G. Finally, i was told i could have my package held, but i had to call and give my credit card number because there would be a charge. As i travel for work and am not always in my office, i often have my packages held, so i advised him that i did not believe this was the case and furthermore, i was disappointed that i was initially told nothing could be done, then told the next day i had to pay extra. I was ready to just let them attempt delivery and return the package because (NAME) was so incredibly unhelpful and unconcerned with making sure my first purchase with D2G was a good experience. I called to speak with someone about how much it would cost to have the package routed for holding as the thought of paying D2G 20% restocking made my blood boil after such a terrible email exchange. I explained what was going on and (NAME) was wonderful. She assured me that there was no charge and had the package immediately routed to my nearest facility. Her friendly nature, concern for my satisfaction and speedy service is the ONLY reason i am willing to give D2G a second chance to fulfill my display and marketing needs. I strongly advise that you call for assistance should you require it- I am unconvinced the person responding had even basic knowledge of how FedEx shipping works, much less any vested interest in retaining me as a customer.