Staff is very friendly. They lost a pair of Polo men pants of mine and paid a claim for $33.00 on a $80.00 pair of Polo jeans. After several months decided to give them another chance and dropped off several items. Upon pick up a brand new Nautica Polo Shirt was missing. Filled out a claim form, contacted the owner/operator on the day the item went missing. Twenty-one days later still no response from owner, so I sent an e-mail and waiting on a response. I guess customer service is not a high priority on their list.