Heartwood

I ordered for the first time online around Valentine's Day and as a first time customer of a small business there's always some concern about legitimacy. At first I was happy and relieved as they emailed me letting me know they received the order and to let them know if there was anything I needed. However I realize now it wasn't sincere because when I actually did need to contact them for concerns over extremely delayed shipping and me possibly missing the delivery due to a move, the rep Heather said I should have ordered expedited, basically making it known they bear no responsibility. It's not what I even was thinking, I simply wanted to see what options I had or if they could see why the package hadn't moved in over 7 days and she said I'd have to go wait "much longer" before they did anything more to help me as I didn't order expedited. When I expressed my dissatisfaction, not with the delayed shipping because things happen, but more her response, she simply didn't respond at all. So yeah, the worst small business experience I've had. In terms of the quality, that was another huge disappointment. I only heard of this company because I had purchase some boxes of theirs at a crystal/gift store a few years ago. They don't seem to sell much there so whenever I go back it's the same boxes so I think they are older models/styles. Anyway I think this is important to note because I do believe their quality has declined a lot. The boxes I received has jagged edges and splintering wood on the inside. It was actually more noticeable when I first opened them but I rubbed it off so the photos are what's left after I rubbed off the loose jagged wood. Also I know wood grain varies and that's the beauty of wood, however there is also an art to using wood pieces that highlight a phrase or decoration, and on one of the boxes there's a noticeable vertical line that really to me cheapens the box. Lastly not all the boxes open as smoothly. One in particular sticks, and so the consistency isn't the greatest for a company that specializes in woodwork. I was thinking of returning them as I purchased these boxes for a few reasons: one was to have inspirational messages for me and loved ones during these difficult times and two was to take a chance to support a small business as covid I'm sure has been rough on them. But to be treated this way by customer service sort of negates the positivity of the messages and their brand "heartwood" creations, along with their poor quality, it makes me not really want them. But I don't want to deal with their customer service anymore. I'll just never buy from them again, not online or in stores.