It was only a five dollar personalized item, but, still it's the principle of the thing. I had purchased an embroidered Pillowcase and when I went to to redeem, I guess I clicked too early or something, but there was no recourse, no one to answer when I wrote in to ask...just a referral to a generic site with FAQs that I had already tried. I just do not think it's consumer friendly to make it so difficult to know the redemption process. I think if people are fairly intelligent, trying to redeem and they mis-click, there should be a refund process that's easily findable...instead of ending up with nothing for your money.