I received the clock the first time and it wasn't working So I called customer service and had a great conversation with a rep. I was willing to return it, but my printer isn't working so I couldn't print out the return tracking. The rep talked to a supervisor and decided to just send me a new one. I just received it. I just needed to tighten up the clock hands. That wasn't mentioned in the instructions that may be needed. It is working and it is a beautiful clock. Great customer service. There was just something off with the other clock. I couldn't fix it. I have shopped with this company for a long time and love everything. Wayfair....you got just what I need LOL