I've only had one issue with a product years ago....never had a problem since. And never had an issue with customer service. What I DO have an issue with is that there is ZERO diversity in the color of dolls that are offered. I've asked for two years in a row about considering offering additional dolls. I've gotten canned, lame, unconcerned responses. I like the products they offer otherwise, but I cannot support a company that is so out of touch with so much of the population of the world. I'm Caucasian and find this lack of diversity an issue....not sure why a company that size doesn't find it an issue as well.