Bought a set of pallet forks with, the frame that arrived damaged. It had to have been a good hit on the side to bend what appeared to be 1/4 inch steel. Customer service took a few days to respond cause of the holiday season I assumed. They apologized and offered a 5% reduction in the price plus a 5% coupon for my next purchase, which means I would have to spend for money. I researched and found they have a scratch and dent section on their website. That section says 35% to 45 % off. I emailed customer service, thanked them for their off and suggested 25% off my damaged purchase. I hoped that it would be easier than taking the chance of getting another damaged product and saving the company on shipping costs back and forth. To my surprise, they took the chance to ship another fork frame. I will say it did come in approx 4 to 5 days which was fine. I feel they possibly could do better on their prices if they had excepted offers such as mine. It may also be that it got blamed on the carrier and the company lost no money in shipping, but someone still had to take time to answer me and reship me another piece. I have bought from titan before and this will more than likely not stop me from another purchase.