I purchased a pair of earrings during clearance, one of which is defective. James at customer service was misinformed about resolving the problem. Ken, however, was very courteous, and helped tremendously! Because of James' response I cancelled an item I just bought on line; a Welo opel and Tanzanite bracelet. Unfortunately, it was sold out when Ken checked. Please retrain James! I User's recommendation: Call Customer Service back and get a better trained associate.