There is a statement on her website about her 'philosophy' of customer service-here it is: "Marilyns philosophy on customer service is to provide quality products, expanding selections, respect for the customer, and fast, responsive service. These and many more qualities have brought Marilyns to the present. The same qualities will guide us into the future."

I had bought about 5 or 6 pieces from Marilyn (online) and was very satisfied. She makes beautiful stained glass items. But then I had an order that had multiple issues and was unable to get the shipping charges resolved fairly or in a timely manner. As a consumer who shops quite frequently on line, I've only encountered a few issues -- one is with Marilyn's Stained Glass. I post this for other consumers to consider before doing on line business with Marilyn.

When I received my most recent order for 2 items in March 2010, it was someone else's order. I called Marilyn and she explained that what must have happened is that 2 orders got switched. She asked me to contact the customer in NJ and work out a switch between us (in order for her to save on shipping charges). I did call and the woman did not want to be inconvenienced by this mistake and decided to keep my order instead of mailing it to me. I did, however, mail her items the next business day and also sent via email the receipts to Marilyn. Marilyn agreed to credit my cc for the postage once I provided her the receipts and to resend my order immediately. Two weeks later there is no order and no activity on my cc, so I emailed Marilyn. She responded immediately and stated she would send out my original order +2 additional pieces I just ordered on line 'tomorrow'. Immediately she charged by cc-the next day. Another 2 weeks pass and no merchandise. I called the shop again and was told that my order had not yet been sent out, but would be mailed 'tomorrow' (yet this is what I was told 2 weeks earlier). Finally, a few days later I received my order and discovered that I had been overcharged for shipping. I had already paid shipping with the original order that was sent to the wrong address; then charged shipping again with the second shipment. I contacted Marilyn and she agreed to credit my charge card though she explained that this is not how they handle it (she insinuated the orders were treated as 2 separate shipments -- even though they were shipped together -- and thus charging me additional shipping). If you put all 4 items in a shopping cart on her web page, the shipping is $16.95. She charged me $27.45. The actual postage on the box -- $10.03. I will say our conversation was quite delightful -- she was very professional. She stated this oversight was made by her employee and she was told not to charge me additional shipping. After a week and no activity on my cc, I emailed Marilyn and she emailed back stating she had already applied the credit to a previous order -- which she had not. The only credit she applied was for the postage for the package to NJ (not the duplicate shipping charge). I emailed back detailing the breakdown of all charges and asked where I might have miscalculated and thus misunderstood our agreement. She did not responded (to several emails). What a disappointment - and what poor customer service. A merchant that does not keep her word is not a merchant you want to do business with. Given the issues and delays with this order, any reputable business would have eliminated ALL shipping charges. I am only asking to be charged what is fair -- $16.95 -- but keep in mind all the delays and misleading statements along the way.

And because she charged my credit card weeks before the order was shipped, I was not able to dispute this with my credit card company, they had already paid her. I understand from speaking with Discover regarding this dispute, that she should not have charged my card until the order was shipped or should have immediately informed me of the delay.

It gets worse ... 2 items received -- snowflakes -- were not boxed -- they were wrapped in recycled Coldwater Creek tissue paper and a reused plastic bag. This is glass/crystal ... they should have been boxed between packing foam (as all other items ordered had been in the past). Fortunately, they were not damaged. However, they were not as advertised -- not the quality they should have been. I had ordered the exact same snowflake last winter. The 2 new ones appeared to be misfits --... the blue color cobalt stones did not match on one of the snowflakes. Nor was there iridescent glass as advertised (this was on both snowflakes). But I knew I had to cut my losses, so I'm stuck with them (if I tried to return them, I doubt I would get a refund).

If you can buy directly from her store ... that would be best. You will know what you are getting (and can avoid the whole issue of over-charged shipping, late and/or wrong deliveries). I will say, she does beautiful work.

BUT...avoid buying on line -- the customer service is not there when there is an issue.