I ordered 2 bookshelves and the second one didn't match. I called customer service and spoke to a helpful person who said they would send me a new replacement shelf. At the time, I asked if I should repack my original order, but she said no, I should keep it. So the delivery date came and went, so I called to check on the order and was told I needed to return the original shelf in its box for them to send the new one. I told them I didn't have the box and that I had been told to keep it. Customer service said that could not correct and that even if it was what I was originally told, management could overrule User's recommendation: Beware if your customer service rep is initially helpful.