I ordered a silver engraved bracelet covered in black marks. When I attempted to wipe them, they smeared all over the bracelet. When I called Hersey to query this, I spoke to a woman who was not at all apologetic and actually a little rude. She told me it just the stuff used to polish left on the bracelet and I could attempt to get it off. When I explained I had already tried, she said I could return it and they would clean it. Firstly, it was a gift and I didn't have time to return it. Secondly, it should have been sent in a suitable condition in the first place! Very unhappy customer.