Awful online customer service
One of the worst customer service experiences I have ever had. I tried to email with them to exchange a Christmas gift and was given the runaround for 6 weeks without ever getting closer to learning how to initiate the exchange (which is clearly allowable per the policy on their website). Why they would choose to lose a customer (and that customer's family) over an inability to even elucidate an exchange policy, let alone make the exchange, is beyond me.