I purchased several items online and one of the items (a window shade) was broken. The website states "If you would like to avoid return shipping fees and are close to a retail location, you may return the product to any Annas Linens retail location for no additional fee." However, when I received the item, the packing slip information stated "Items purchased online may not be returned to the store". Confused by the conflicting info, I called and held for over 10 minutes before the recording came on and made me leave a message, which I did.. Because I did not get my call returned, I emailed them (per the online instructions). The only response I ever got was the original automatic response that they'll get back to me within 48 hrs (which never happened). I called my nearest store and the lady said that I could bring it back and the only thing I would not get back would be the shipping charges. Fine. I brought it in, explained to the cashier that I had an online purchase that I needed to exchange and would shop first. Twenty minutes later, I brought the items to the register and then brought in the broken window shade. She said that they could not accept online store returns (and offered no solution as to how to handle the return). UGHH!! I sent a second email to Anna's Linens "customer service" department, which was also never answered. SO- I hung the broken shade - just as a reminder to tell anyone/ everyone I know to NEVER BUY ANYTHING FROM ANNA'S LINENS ONLINE... The experience soured me from Anna's Linens altogether, but I only had to learn my lesson about the online store - once. PITIFUL!