My initial experience was great. However, I was sent an order that I do not need, nor have the funds to pay for. I spoke to someone in customer care & I was told I was unable to return the order. I asked to speak to a supervisor & was told she was not in but would contact me the next day by phone & email. I have yet to hear from said supervisor by either phone or email. I still want to return my order & if Koala is unable to help me in this matter, I will dispute it with my credit card company. I will also not purchase from Koala again if this is the type of customer service is their standard procedure. I will also not recommend the company in the future.