I ordered and paid for a placard for my Dads grave but when it arrived the wooden frame was scratched and dinted. There was a lot of emails and calls but this was their 1st reply which I have copied and pasted. " Thank you for the pictures. I have spoken to our wood manufacturers and due to the manufacturing process they will not guarantee the back will have no scratches or marks. They likes us do not feel that these marks are at a detriment to the finished item once in position. Therefore I am unable to offer any refund. Kind regards The company asked me to send them pictures of the scratches on the wood which I did and the above is the reply I received. I had to put the placard on my dads grave but was totally disgusted that I had to put damaged goods on such an important occasion . They eventually offered me a refund upon return of the placard but due to time restraints i was stuck with this. I had originally asked for half what I had paid to be refunded but they disagreed, I then asked for a lower amount they again disagreed and offered me a £15 gesture of good will in return for the £127 I had paid. There is nothing good will about their response or their third rate service. Its like buying a pair of brand new shoes and finding the soles scratched to bits and when you take them back you are told that its not visible and therefore doesn't matter. There is nothing worse than encountering an individual or a company that is totally heartless. Judge for your self would you give them a penny of your money? I am sure the company will respond to this review justifying their action but the general public understand. I think your company will lose a lot of customers