They didn't have the finials for the pole I wanted and took several other tries for others which were all also out of stock before I found one that was OK. I didn't end up with the one I wanted but at least comminication was good and they did offer me my money back if I didn't find anything else I wanted.
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Yes this was very embarrassing on our part as a number of finials from the Galleria collection have recently been discontinued and unfortunately we had been misinformed at the time that they were still in stock.
The system is now up to date and were back on speaking terms with the culprits in question. :)