We received banners that were missing parts, rendering them unusable for the conference they were ordered for. To the company's credit, they offered to replace the missing parts. In another circumstance, that might have been helpful, but not in our particular case. I was told we couldn't be issued any sort of refund because of two policies. 1. We had a custom order. This makes perfect sense. 2. They don't issue refunds for missing parts. It is not the fault of the consumer that the parts were missing and I think this policy doesn't serve their clientele. The customer service was responsive and helpful within the confines of their policies, but I'm not likely to order from them again.