I ordered two identical wooden frames. One came damaged. I sent a photo and requested a replacement. They requested another photo. I obliged. Then, rather than a replacement, they offered me a 40% refund. I refused and told them I expected a replacement. Finally, they agreed but said the item was out of stock and would be in stock the following week and would send the replacement then. I waited two weeks and still didn't receive a replacement. I sent them another email asking them for an update, and only then did they finally send me a replacement. Eventually, they made it right, but it took a lot of hassle to get them to do the right thing. I won't be shopping with them again.