Our local Crate and Barrel store is no longer very local and I prefer online shopping so I thought this would be a match for the ages. I was looking for bowls and plates to supplement my daily set which has long been discontinued. Who knew I was going to find amazing cereal bowls and plates on sale at C&B.com? They were such a great price it would be just wrong not to purchase them. The site itself isn't particularly notable for speed, organization or search features. I think I lucked into what I wanted because the inventory of what is online is kind of slim. Shipping was not free, but it was reasonable. My checkout information indicated I would receive the items in 5-7 business days. I received them in two! The packaging was secure and everything arrived in one piece. So why they low score? The plates all had an interior and visibile flaw. They were not marked as seconds on the website. I called C&B and after waiting on the phone for about 15 minutes I talked with a very nice customer service rep. She offered to send more plates, but couldn't promise I wouldn't have the same problem. She offered to send them immediately, pay for the shipping on both the new order and the order I would return. I had unpacked everything at this point. Sending 16 plates back was going to be difficult because the original box would be too large and I certainly couldn't be sure they would arrive in one piece so C&B could see the problem. I asked for a price adjustment which was denied. I asked for a gift card to be put towards a future purchase. They wouldn't do that either. I kept the plates and just try to make sure the flaws are covered when I serve food. Just be sure that you know exactly what you want when you order online because they are completely non-negotiable if you have a problem with the order.