InterestingI don't know. Sometimes they are crappy with their packaging and boxes arrive beaten up and affects the contents especially with bigger items. Those plastic corners can only do so much. Getting replacement parts sometimes has been a hassle as well. Sure they offer points back but I don't find it in equivalent value when the item is busted and they're not willing to further push to get it replaced or fixed.
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As far as the CS goes, they’ve usually been pretty willing to attempt to get me replacement parts and only offer points when they can’t get them. Definitely sucks when they can’t and you’re stuck with a busted figure, though. But, I believe they have a system where you can get a refund and they relist the item as a “parts not working USA only” (or whatever county) item on their site. Not the best way to get money back, but it’s something. They’ve always been really helpful for me