Several years ago I bought a very large cutting mat from Nancy's Notions. When it arrived one corer of the very large box was broken. When I opened the box the mat was bent where it had been pushed back into the box. It would not flatten out at all.
When I called to ask them what to do with it, the operator was quite upset, checked around and told me they would send another and to keep the first one. They did this on my word that the mat was bent.
Needless to say, I am a customer for life !!