Customer service is ridiculous, as most people already know. They obviously continue to sell sold out plush toys on their website continuing to take people's money. I ordered a plush toy and shirt from them and paid for expedited shipping. The order came 4 days after it was supposed to arrive with only the shirt inside. They charged me for the plush also though! I messaged them about 5 times within a 5 day period with no response. I decided to take it up with the BBB because KS obviously gave zero craps about taking my money without providing an item. Sure enough after BBB contacted them about my claim, they FINALLY got ahold of me. They said the shipping department couldn't find my plush to send. LOL! Ok....then refund the person if this happens. They will ignore you and they will take your money without providing items. Buyer beware. There products are indeed beautiful, but they just don't care about their customers which is a shame.