Patti
Be prepared to be persistant.
I ordered a laser etched photo locket, my instructions of not removing the background color was not followed, and I had to return the locket so it could be remade. The replacement appeared to be the same locket, they just glued or soldiered a cover-up onto the original locket they had sent me. I returned this replacement because that's not what I spent close to $400 for. It wasn't my fault they couldn't follow simple directions, and besides it was going to be a Christmas gift. Customer service was poor after the first return. It was two weeks before I posted my complaints in their Facebook page, and then finally I got their attention and some results. I had planned to buy another photo locket from them, but figured they were just too much trouble to deal with, and took my business elsewhere. I'm sure if I were to check the " Let Picturesongold know about your review" box that this site offers, they would have a response to this, but I don't care about their excuses. I only know what my experience with them was.