I waited my order for three weeks until I sent an email to them to ask what's going on with my order. Then they told me my item was damaged in transit. However, their customer service didn't ask me if I want a new one at the first time but just told me that I can get full refund. After I insisted that I really wanted a new one, they said they would give me the refund first and then I need to place a new order on my own for the same item due to the policies. But Rakuten website says this item is sold out, so I sent many emails to them to discuss what should I do to place a new order for this item. Then their customer service just repeated the same response and couldn't provide a feasible way to solve this problem. After few weeks of contact, they suddenly informed me that the item is discontinued by the manufacturer, and asked me to call their sales department to have further discussion. In brief, the customer service of this seller is extremely unreliable.