This was by far the worst experience I had with online shopping this holiday season. I ordered an in-stock bolt of ribbon on November 10 which was supposed to be delivered within 5-10 business days. After three weeks of waiting, I contacted customer service via their online contact form for a status update. One rep responded that the order would be delivered on December 8 but hours later, a different rep said they didn't know when it would arrive but gave me a link to follow the supposed progress of the shipment. On December 11, I received an e-mail saying the order was running behind but on track to be delivered by December 15 and that I should call them if it didn't arrive by then. On December 17, I placed that call and the service rep had even less information than I did and was going to send an e-mail to "the office." At this point, all I wanted was to receive the item so that I could return it for a refund so I asked for the $10 return fee to be waived given all that has unfolded. I was given 100% assurance that I would not have to pay that fee. The package finally arrived today so I contacted Balsam Hill for the RMA and shipping label. I guess I should not be surprised that they are NOT going to waive the return fee. Now I just need the label so I can run to get this shipped ahead of the December 25 deadline they impose. I really resent the way this entire process has unfolded and I will NEVER buy from them again. I almost bought a tree from them this year so I guess I dodged a headache on that one. (By the way, the ribbon is beautiful so I would have been happy with this had it arrived in time to be of use to me but I had to buy a substitute bolt when it was so late in arriving. I do fear the refund process but will open a dispute within PayPal if Balsam Hill doesn't come through in the end.)