AWFUL. I purchased a (new) child's penguin luggage set in late Feb, had it shipped. It arrived in badly used condition. When I called the owner, she basically accused me of lying over the telephone, stating blindly that she "shipped an item in new condition". She refused to take any responsibility. She assumed error or malignant intent on the part of her customer. Unbelievable. This place is malignant. Take your business elsewhere.