I had a very bad experience. I ordered an 18" shower head. The cost was $627.29. I thought that seemed like a lot of money for a shower head but it was the only 18" wall mount I could find. The unit was delivered and the shower arm was right, but the shower head was only 12" not 18". I reached out to wayfair through their chat option. They offered to replace the wrong unit with the right unit. A few days later, another shower head arrived. It was also a 12" showerhead and not the 18" I purchased. I reached out to Wayfair by chat and by Twitter. My husband suggested that perhaps the SKU was wrongly listed the same on both. They stated they would check and they would get it right. A few days later, another shower head arrived. For the third time, it was the 12" shower head and not the 18". This time, I tweeted and I chatted again. I also wrote an email. The 12" unit that I was sent three times retailed for less than $200 on their site. They served as an intermediary for me to communicate with the manufacturer. Although they have and sell an 18" unit - they don't actually HAVE an 18" unit. It does not exist. I told them this felt like a Bait and Switch scam. They charged me 3 times the amount of money for the unit they provided. Had I not persisted, they would have kept my money. I wonder how many times they have sold the 18" product and gave the customer the 12" product. We finally agreed that I could keep one of the 12" units and they would refund my money (which they promptly did). They did send me a message saying that someone would contact me in the next day or two to discuss the situation. It's been ten days and that hasn't happened.