I received a wonderful Christmas gift from my son and his wife. Totally unexpected and an awesome surprise, I opened up a box containing a custom branding iron from Rockler. I was so excited, I still haven't stopped thanking them. I carefully filled out the form for the custom name of my woodworking business. It was a coincidence that the limited 20 characters was exactly the amount of letters and spaces in my business name. I received the custom head about 2 weeks later, and to my dismay, the lettering was wrong. Plus, they only gave me 19 characters instead of the 20. I immediately emailed them, informing them of the mistake. The CS rep was not helpful at all, telling me that I was the one that made a mistake and they are not responsible. No questions about what I requested nor any effort to rectify the issue. All that was said was "No Refunds/No Returns". I begged them to at least look into my issue, but they were right and the customer is wrong. I then contacted Rockler , and told them that the company that they source their heads from "orderbrandingiron.com, were not customer friendly. In fact, the rep had a nonchalant attitude without actually saying "Tuff Luck Sucker". Rockler stood behind their source for the branding iron head, saying they rarely make mistakes! I average between $1500-$2000 a year in purchases from Rockler, and since I can't find any resolution to my issue, I will never spend another penny there. Woodcraft just opened a store in my area. Rockler is one hour drive for me. The new Woodcraft is 1.5 hour drive, but I will make the sacrifice. I'm sure some of you have had good experiences with Rockler branding irons, and Rockler in general, but I just thought I would inform you all of my experience. Jim