Item arrived completely damaged, after numerous phone calls, emails etc & > four weeks they offered a 10% refund..so I did get $19 after the above BUT still NO replacement! Told it was on back order, so I offered to accept a $75 refund but they refused on an item that cost me $213. Since I did not purchase the "extra insurance", they stated that I am not entitled to any type of a refund..sorry but this is POOR customer service! NO communication between staff, and just rec;d cookie cutter answers to every email. TOO BAD cause the product would have been great if it were not damaged...looked like it was thrown off of a 20 story ledge.