Bests & Worsts Reviews from Amazon

Ordered 2 of these frames. One arrived without its mounting hardware. Contacted Amazon customer service. 2 options, send the huge package back to them or contact the manufacturer/distributor. I thought I'll simply contact the manufacturer and ask them to mail me the 2 small screws and the metal wire that was missing - how hard could it be? WRONG. Kim, the manager at Art to Frames told me (numerous times just to make sure that I, the mere consumer, understood her sophisticated logic - she at one point said, "let me put it to you in bullet points so you can understand") that because I did not purchase it directly from them but rather through Amazon LLC, that she and Art to Frames cannot be held responsible for any missing parts. Mind you, the missing parts in question are two small screws and a metal wire. How much would it cost to manufacture and ship those things? She then encouraged me to write a bad review saying that it will have no bearing on their business. So here it is. Kim the manager, and Art to Frames is a careless manufacturer and distributor who take no responsibility for the quality of the work they perform or the items that they manufacture (and sell). They will even make it a point to speak down to you for 20 minutes to justify why they can't help you correct their mistake. And indeed it is their mistake because the parts are taped to the frames in a sealed box. Amazon never has access to the contents of these boxes. Their policy is, what we sell to other major resellers like Amazon, is not our responsibility because you're buying it from them. We all know of instances where manufacturers will go out of their way to help a customer in need not only by replacing a defective or missing part but in many cases giving you a new replacement item for free! Of course, when I told Kim this, she said, "We're not Hasbro. We're Art to Frames." You certainly are. If companies think that this sort of customer service and lack of manufacturing quality control has no direct bearing on their business, they have another thing coming. We all know because we read the negative reviews. PS When I contacted Amazon customer service regarding this terrible interaction, they expressed complete dismay over the way Art to Frames handled this. Amazon apologized profusely and is sending a replacement frame free of charge with 1-day express shipping. Furthermore, they have forwarded this experience to their business management team and will investigate the way Art to Frames manufacture their items and treat mutual customers. Interesting note: Amazon told me that in fact, Art to Frames IS the distributor of the item. So basically, Art to Frames takes no responsibility for what they manufacture AND what they distribute.