I ordered a pewter flask from Orvis which had to be returned three times due to an inaccurate monogram. After emailing the customer service department and alerting them of the problem I was having getting the monogram corrected, one of the managers took ownership of the problem and finally got the issue resolved in a timely manner. The Orvis employees are very professional and friendly and my confidence in them has been renewed. I recommend their products and their on-line ordering highly!