At the risk of "piling on" to an abundance of bad reviews, I have had the same experience. I purchased 6 coffee mugs; one arrived smashed - likely by the carrier. I reported the problem to Bodum via their online portal (they do NOT provide any way to contact them by phone). And I sent photos. Other than to acknowledge receipt of my complaint, Bodum has ghosted me. I have had no response, no resolution. Obviously, customer service is their least important business front. I will not by buying from Bodum ever again - nor will I likely ever buy another of their products. So, BUYER BEWARE.