I ordered an emergency response phone for my mom. It was back ordered, twice, and took two months to get. It arrived on a Friday, and I quickly determined that it was too complicated for my mom and boxed it up for return. On Monday I began trying to get through to customer service for a Return Authorization number (REQUIRED for all returns)but kept getting a recording saying that "due to a high volume of calls" they were not taking any more calls and referring me to their email, which would be answered in 24 hours (the recording said). Two days later they were still not taking calls, nor had my email been answered. I called my credit card company whose rep assisted me in getting through and getting an RA#. Almost a week after the product had been received by First Street, my bank still did not show a credit to my card, even though the website promises credit within 24-48 hours, sometimes 72(?!?). I finally got through to customer service and found out that they had given me a store credit instead of crediting my credit card! At this point I was told that it would be another 2-3 days before the credit would be posted to my account. This company has a lot of desirable products, but their customer service leaves much to be desired and I would recommend first trying to find the product or a similar product elsewhere. If you order from firststreetonline.com and have to return the product, be prepared for some... make that MUCH, aggravation.