Hi Carol Talerico,
We are sorry for the misunderstanding.. You have to understand that we sell Brand New Products not used products. If you were to have received a broken or non functional product we would have no problem, But you did unpack the item connect it and use it. Think about this If you were to come buy a vacuum from us and when you received it there was hair in the roller and dirt in the bag...would you be happy with that? i don't think so, you would have been on here saying that we sold you a used vacuum. When we sell a vacuum it is not for a test drive, we give you all of the information on every unit and even our opinion to help you make the buying process go easier for you. if you had questions we have 15 employees that can answer any question you have from user experience to technical aspects.
We have to have these rules to ensure that people know they are getting a BRAND NEW product. You got a power nozzle and a unit and now both of them are used, so we have to now sell a used product that is greatly devalued.
Our customers mean a lot to us and we really want to please each and every single one, you just have to realize that you gave us back a used part and unit and we cant do much with that. Sorry