I purchased a three foot stepladder online on May 21st. It arrived on May 23rd (great), but when I took it out of the box dirt fell all over the floor and the ladder was filthy. I contacted customer service the day after Memorial Day and they gave me a customer service number and told me to send pictures. I did that the next day, they sent an email saying they would contact me, and I waited. I finally called back on June 4th and talked with a great customer service rep who had no power to make a decision. She looked at the pictures that I sent and said that the ladder was definitely used. She gave me three options and I picked a refund back if the amount was sufficient. She came back with a $10 offer which was insulting considering they gave me a used ladder. I then chose to send it back but she said it will take 24 hours to get an answer. I am almost 2 weeks out from needing the ladder and Istill don't know if I can get a refund so I can purchase a ladder somewhere else.