Went in March bought my son a chain and a charm. He's 14 so I knew to buy the warranty for both & was assured it would cover the chain &/or charm if broken, lost or stolen. Well the clasp on the chain was starting to fail & the charm fell off the hook it was attached to so went today to have them replaced. They gave a new chain but said "we won't replace the charm because you don't have the charm" obviously the charm fell off the little circle it was on, you have the circle piece! So if you go here do not let them convince you into buying the extended warranty for the charms because they will not do anything to rectify. The attitude I was given by the girl working there also makes me feel as though I won't be going back! Also tried calling customer service and cannot get a live agent read more