The first time I received these tiebacks, they were all unraveled and falling apart.  It was poor quality and should have NEVER been shipped in the condition they were in.  I immediately sent an email along with a photo.  The customer service department sent an email apologizing and a replacement order was on its way to me.  I received the new tiebacks and they were in perfect condition and work beautifully! Way to go Wayfair! Thank you for excellent customer service.  LOVE this company.