I ordered a scratch and dent cat 0 pine straw rake in October via phone because it was advertised as "final sale", and I wanted to confirm that it would be functional and contain all required parts. The friendly, helpful sales rep assured me that the product would probably be scratched and dented (of course), but that it would otherwise be fully functional. He said that if any parts were missing, they would be replaced. The rake arrived several days later than the initial shipping estimate stated, which is not a big deal. When I opened the box, I found that some of the larger parts were scratched and dented, which was expected. What was unexpected was that the rake was missing all of the hardware and the A-frame, which makes it unusable. I contacted support and was told by a helpful person that Titan would either issue a full refund, or would provide the missing parts. Days and weeks passed with no action, despire my calling and speaking with a few nice support people on multiple occasions. At this point, it's now been almost four weeks, and there is still no resolution. That means that I had no rake for fall cleanup, and that I have a heavy box of useless parts sitting in the barn waiting for my credit card company to finalize the investigation related to the chargeback I requested. It's clear that scratch and dent means something different to Titan vs. what it means to every other vendor with whom I have done business. At this point, I strongly recommend that everyone should avoid buying anything labeled scratch and dent from Titan unless you are willing to potentially receive an incomplete box of parts. Re: the ratings, I rated the product three stars because it seems well-built, but it is unusable without the missing a-frame and hardware, so I couldn't test it. I rated the support experience one star, because there was no resolution to my issue, and the company essentially ghosted me after a week and a half. If I could separately rate the support people with whom I spoke, I'd give them four to five stars because they were responsive, patient, and friendly, despite not being empowered to resolve the issue.