Mike S.

I have ordered many items from Replacements Ltd (replacements.com) to fill in older patterns of china that my grandmother's and mom passed down to me. This time, however, I received five items, four of which had noticeable wear and damage that could not be attributed to the manufacturing process.

Two Oval Serving Bowls and a Round Serving Bowl all had small chips along the rim. Also, a 16-in Serving Platter's rim showed wear along both its top and bottom edge, most likely due to repeated rubbing while being taken in and out of a cabinet that it did not actually fit well in. The Serving Platter also showed crazing over the entirety of its smooth surface.

It's worth noting that all of these items were sold for full price. They were not listed under the Minor Imperfection or Major Imperfections sections that discount the pieces either 25% or 50% respectively. I have bought pieces from them in the 25% off category and none of them showed the damage that these pieces show.

I did speak to a very courteous and professional customer service agent who, after speaking to her manager, was only able to offer me a $30 e-coupon (because I had been a long time customer). I then spoke directly to a manager who steadfastly stated Replacements Ltd does not sell chipped items, even though I had sent him multiple pictures showing that. He questioned that the pictures actually showed chips. He instead, insisted that the damage/defects in the numerous photos I sent him represented imperfections (my view was these were crazing, chips and a gouge through the glaze) that customers should expect in discontinued patterns. When I pointed out to him that these items were sold for full price and were not listed in the minor damage or major damage sections, he said Replacements has a different standard - a lower bar - for older discontinued china patterns. He said customers should expect minor damage to pieces that are nearly a century old. When I asked him to differentiate minor damage we should expect vs Minor Imperfections in their 25% off section, he again, said they have a different standard for discontinued patterns. When I asked him where this was stated on their website, he said that was something all customers should already know. He went on the state that Replacements Ltd absolutely does not sell pieces with chips or cracks. It was at that point I drew his attention to an order I had made around the same time where Replacements had sold me a Hurricane Sconce from a different pattern that indeed had a chipped globe. (Replacements did give me a full refund for that item.) But when it comes to old china, this manager was not willing to budge one inch.

As a matter of fact, he said when they received the china from me (I'm not paying any amount for chipped china), they would be re-listed on the website as having no defects or imperfections! Seriously, how can anyone make that claim without seeing the pieces in person? It shows how completely he dismissed my concerns about the quality of the china in question and also reveals, in glaring fashion, the hubris of at least Replacements Ltd manager.

My advice is be very wary about purchasing retired china patterns from Replacements Ltd. To be quite honest, I find it unbelievably sad that it's possible to get a more fair assessment of the quality of an item on eBay or Etsy.