I ordered this ladder for a gift over six months ago. It came damaged. I immediately telephoned Amazon and they contacted the sender. I received an email from the sender asking me to send them photographs of the damaged product (the ladder foot/leg was smashed). It took me a bit to have someone email the photographs to etoolcity
(I'm afraid I"m not computer savy). I waited for several weeks, but no response to the email photos, so I again contacted Amazon. Amazon said I should hear from the company in three days.... no response. Long story short, after more conversations with an Amazon supervisor I was told to telepone the manufacture. The manufacture said it wasn't their problem, that I should call the seller. The manufacture gave me a phone number for the seller/shipper. I called that number which did not have a company/person identification on their voice mail and wearily left a message. I again telephoned Amazon, in which a VERY helpful customer service person refunded my purchase price. Happy with Amazon... NOT with etoolcity! Will not purchase anything from etoolcity again.... but I will from Amazon, they stand behind their sales. Thank you Amazon!