I purchased a large number of pulls and requested a longer screw(1-3/4" vs the standard 1") for those that were to be used on drawers, which have a thicker front that the cabinet doors. I spoke to a customer service rep the day I placed my order and was told that they could definitely accommodate my request, all I needed to do was add it in the comments section when I placed my order online. I did so and placed my order the same day. My order arrived - without the longer screws. I contacted customer service again this morning and was given what feels like a brush-off - " our system is down, if we didn't send the longer screws it probably means we don't have them, let me take your number and call you back in 5 minutes". That was almost two hours ago. At this point I cannot install the drawer pulls unless I drive 35 miles to purchase them separately from a hardward store. For the price I do not feel that I should have to pay extra, and make a fairly long rouncd trip, to replace the screws that I received. I am very disappointed with the service, but the pulls that I have installed on my cabinet doors look great; can't wait to finish the project once I have longer screws!