Instruct: Classify the given Amazon review into positive or negative sentiment.
Query: Item Broken When Recieved Terrible Customer Service

I purchased this item for a gift at Christmas and the entire bottom of the grill was broken upon delivery. We followed the exchange policy and contacted Toastmaster immediately for the replacement part and was told they would send it out. When a month went by and we received nothing we contacted them again and was told it was on back order. Well that was 4 months ago and many emails that are now unanswered and we haven't received any replacement parts and Toastmaster is now ignoring our emails.I will never order from Amazon or Toastmaster again for their terrible customer service and will be contacting the better business bureau with my complaint.