I ordered a personalized necklace and for some unclear internet reason the order went in twice. I only noticed it once I saw the bank statement which was after the two necklaces were already shipped. I immediate contacted the online "Avi" who is the chat representative and he took care of everything including tracking the packages, calming me and making sure I get the full reimbursement. In addition, the necklace arrived on time and looked great. It was really comforting to see that you can send such a gift online without seeing it first with your own eyes and still get the full attention of the representatives and get a great product. It is a especially true since things went wrong to start with but nevertheless had a happy ending.