It can happen with any item and any seller. It all depends on how good the service is AFTER the sale. EF is awesome for customer service. I have had three major toy "damaged in shipping" or "dead on arrival" over the years, and in each case it was an over $100 premium toy!!!!

That has sure been our biggest issue...the REMOTE. That is why we NEVER get one with a "thumbwheel" type control or on/off anymore. THOSE always get lube or something in them and then POOF, they are broken in no time. Give me a nice touch screen or solid buttons/switches.

Indeed. Same here. EF is THE BEST for everything...including customer service, when needed.

Indeed. The high end toys we got that were broken were FACTORY SEALED. How could we hold EF responsible? However, they replaced these toys RIGHT AWAY. THAT, as much as anything, made us devoted customers.

Again...HOORAY for EF!!!!!

I would send another ticket or whatever it is can do, because this doesn't sound at all like the customer service I, or all the other members, have been talking about! I really find it hard to believe that you have to foot the return postage on something that was sent to you defective! I'm not doubting that's what you were told/read, but I'd get another opinion on that, especially when we are talking $50!!

I don't live in Canada, but hearing your experience, as well as some of the others from Canadians, it makes me wonder if I would use EF if I lived there. It just seems all I hear about are the tough times you guys have with shipping issues! But, I can't say I know anything about the problems EF has with shipping their, either.

That said, I have received stellar customer service, probably the best service I have ever had with a company as far as dealing with mishaps. In all the items I have received, only a few had something wrong with them & all of those were manufacturer defects. Customer service has always been friendly, quick to respond & really flexible in offering different options to suit me. I don't have a printer & they always happily mail me a free return label as I have had to return every defective item. But, as soon as I have the tracking number, I send it to them & they send my replacement instead of having to wait for them to get the return. Talk about making everything less painful, they really try to avoid as much inconvenience to me as possible!

The return policy is what drew me to EF, not the points , but if the actual return process wasn't so smooth & easy, it would not have been a reason to stay. I imagine there are others who remain loyal customers based on their similar experiences with customer service. Kudos to that department & a special thank you to Megan, who has been my primary contact & a pleasure to work with!

No, I never have!

The only problem I've had was with a Liberator BonBon. It must of been placed under a lot of weight while being shipped UPS. The fabric was fine, but it had a rip in the foam. No problem though, Eden/Liberator replaced it within a week.