I placed an order and immediately realized the quantities on my two items were mixed up (while I take the blame for this, their unresponsive website wasn't helping the situation). As soon as I received my confirmation email (a few minutes later), I sent them an email explaining the situation and asking to have the quantities adjusted. All this occurred on a Sunday evening, when I assume nobody was working. No response to my email by Monday afternoon, so I IM'd customer service, explained the situation again (twice), and was told that they would not be able to remove one of the monogrammed items from my order, as "resources have already gone into making it". While they offered me a "one-time concession" (to include a gift card for the balance), I do not intend to order from them again, so I told them to send my order as is. Very disappointed.