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The O/P had initially ordered both a Kobo reader (forget which model) and a case from Kobo. Then they changed their mind and wanted to cancel the case, and got in touch with Kobo Support who was unable to change the order.
The O/P then received the reader and case and was annoyed that they would have to pay shipping fees to return the case to Kobo.
I think one of the things people should realize is that the Kobo Support staff seem to be more focused on issues with eReaders and the content, and NOT on handling the support for physical items ordered via the website. In fact, physical orders appear to be a complete after-thought to Kobo.
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