The Christmas trees I ordered (or thought I was ordering) were not the trees pictured on their website. They offered to send a replacement for free. I accepted. No further word from Wayfair, and 6 days following the day I was supposed to receive the replacement, I contacted them. The returns department decided that, since the replacement tree was exactly the same as the tree they had sent the first time, they'd just not send me one. According to the customer service agent, I was supposed to have received an email informing me that they wouldn't be sending me a tree. I did not. Now, I have to repackage the broken trees and return them to Wayfair to receive my refund. They were kind enough to send prepaid shipping labels. If you've never used Wayfair before, don't. They're terrible.