For Xmas I was given composite EggMates, shelves, whatever they are called. In the instructions, it calls to tighten to xx inch pounds. Yeah whatever. Well....pay closer attention to that number than I did. Snapped 2 of them. Can’t find replacements at the hardware store. I email BGE to tell them I snapped them by my own stupidity and ask if I can buy some replacements. Couple days later I get a response asking whether they were the wood or composite. I tell them composite. Next he asked for my name and mailing address. I give it to him and ask for 4 sets of screws and nylock nuts because I may have slightly overtightened the first set as well and am just lucky they are still in one piece, for now. I also ask how I can pay for them. I get 2 emails the next day. First email was they were just going to send out an entire parts kit, “that way you can have some extra just in case.” The second email was an invoice for the parts kit...for $0.00! I email back asking if this was right and I’d be more than happy to pay. I get back a don’t worry about it, thanks for choosing BGE type response. As if I needed another reason to buy a 2nd Egg. Top notch in my book.