Hello - What went wrong..... I received a birthday gift from a friend and there was a manufacturing defect. I wrote to them 3 times and kept getting the same "canned message". This is an expensive product line and I cannot wear the fur ear muffs. I did not want my money back just a replacement however, that was an no-go. I have never received such poor customer service and I also gave them my telephone number should they wish to call me - again no supervisor that I asked for and no phone call. Total waste of my time. I would not under any circumstances recommend this company to anyone and I totally understand why it has only 1.76 rating.