Originally ordered a white gold chain that was a hollow link style for my boyfriend. He was very careful with it, and yet it broke with only a couple days of gentle handling. Emailed customer service and was initially told we were more or less out of luck - but that they would provide a discount code and minimal credit towards a more expense, solid chain if I'd like. Emailed back and forth for a few days as I was disappointed with them not standing behind the initial product and didn't want to spend money on a more expensive chain after such a poor initial experience. We came to a compromise - I received the full initial purchase price back as a credit to apply towards the more expensive, solid chain - minus the cost of return shipping. Although I was disappointed in the initial experience, I'm please that BBJ made it right and was willing to work with me to achieve an acceptable end result. My boyfriend loves the newer second chain and it feels considerably more solid. My only recommendation would be not to even offer jewelry for sale that is very likely to break in the first place so others don't end up in similar situations and disappointed with the company.