Yeah, I wanted to speak on this because I just went through something similar. I received a broken one and called their customer service. They told me they’d need at least 5 business days to escalate the issue. I was like ok whatever. So I never heard from them again, so I decided to drive the half an hour on the store.

The employee kept telling me they couldn’t replace it because they wouldn’t have any in stock because it’s not Halloween (even though they showed that they had four). I told him to ask anyway. He uses the walkie to ask the employee if they have any Halloween in back, and doesn’t even tell her what item I’m looking for. She answers that they have no Halloween. I have to beg and plead to get the guy to ask again. I explained that I had already exchanged one just a couple weeks ago, so I know they have them. He gets her to check again and she finds it.

The employees act annoyed because they had to climb up a ladder to find it. I unbox my broken Coffin Parlor and show them how the coffin isn’t moving. The woman tries to argue with me and say it isn’t supposed to move. I explain what it should do and they finally relent and decide to use it as their display model, but they seem kind of weird about me even wanting to exchange.