I got a defective urn and they replaced it next day shipping, just in time for my son's funeral. One bad experience, I called at 5:15pm (chat was open till 6, thought the same hours applied for the phone line) and was berated by the rep who picked up because my phone shows a solicitor type caller ID. I can understand thinking it is a solicitor, but I was yelled at to change my called ID and yelled at that I called slightly after phone hours. I did not appreciate being yelled at and reprimanded for just trying to make sure my infant son's urn would arrive on time.