I placed an order for 4 inexpensive furniture legs on March 28, 2012 and then proceeded to wait until April 9th to contact the company about their whereabouts as no shipping info or communication had been sent. (I've actually ordered 3 times from this company and the previous 2 times was only mildly unhappy and not enough to merit a complaint but this third time was the last I could stand.) Kris, the owner, sent me the UPS tracking number which is when I visited the UPS site to track my package and noticed that they hadn't been sent out until about a week after my order. Without warning that it might take some time to ship and with half of the cost of my order being shipping, I expected something sooner. It didn't seem too bad until I received the package April 10th when the legs did not have the appearance, in color, as the company's website had in their photo-they were more of a reddish color than dark brown as in the picture and one arrived damaged. I emailed the company about it and asked that due to the misrepresentation ad one damaged piece, I be refunded and shipping costs back to the company be paid. I understood the policy about the customer paying for return shipping but did not think it would apply for something as misrepresented as these legs-I wouldn't have given them a second glance if the picture portrayed them correctly. Kris sent me a nasty email, actually a few after that point, and I filed a complaint with the BBB. Kris tried to tell me my computer screen had been the culprit and that it was the fault of UPS about the shipping-both lies. I'd looked at those particular legs on 3 computers and 2 smartphones, all showing the dark brown color. Kris tried to give me an offer, after knowing I filed a complaint, calling the one he'd send "a gift" to replace the damaged one and offered to refund the price of the legs (still with the return shipping on me). I simply said I filed a complaint and noticed i was not alone on the Better Business Bureau's website in terms of complaints against the DIY Upholstery Supply when Kris wrote that I was alone because there are 70, 000 happy customers-I have doubts-and then attempted, as some of the emails sent were jumbled and made no sense, to say the offer was off the table. I have since stopped and am letting the BBB work on the case and am reviewing the company on other sources as this seems more a case of a nasty owner/bad customer service than anything and as a person who refinishes and "deals" furniture, is one of the rudest people I've dealt with thus far in my career.