The staff member I dealt with on the phone was brilliant, very patient and caring and never pushed anything on me I didn't want. That said the locket was perfect but the necklace was very very poor, it was super thin metal, came knotted and didn't even fit my 6year old daughter properly. After paying over £160 would have thought the necklace it's self would have been more secure and gives zero confidence of it surviving any wear and tear, I phone up 10days ago to complain and was told someone would contact me back but never did. I've had to spend more money on a safer and larger necklace which pushed to total way over £200 I probably wouldn't recommend as it give the feeling of once you've paid ant received your order they don't really care after that point. Shame really