In December I ordered a monogrammed tea set. It came with the monogram upside down. After many rude phone calls and several emails, they finally admitted they were in the wrong. And the only reason they admitted it was because I sent them screen shots of their website showing the box the tea set came in monogrammed two different ways...one right side up and one upside down. At this point they had to admit they were wrong and said their design team would have to remedy the situation. At this point they told me to keep the tea set and they would refund my money. They didn't refund my money. I have a closed captioning phone so the whole conversation is documented. My only recourse at this point is the Better Business Bureau. Don't buy anything from Lillian Vernon.