My friend and I visit Kingston at least once a year and a guaranteed stop is at Sterling. The staff (well, the students who work there anyway) are awesome, patient and know their stuff. They remember us each time we visit and we spend a fair bit at each visit, in part because the stock is fantastic but also because we have been told every time we purchase anything that the owner stands behind her products. Unfortunately that's a lie. I had a piece purchased 2 years ago that broke and took it back to the store. While the staff were very apologetic and even called the owner directly as she was not in that day, the owner said basically too bad. I was really mad. The one girl offered to share her personal email with me so I could sent a note to the owner expressing my displeasure and dissapointment that the claim she makes her staff tell all customers is a load of wet marshmallows. The employee gave the owner the email almost 5 weeks ago and the owner has not bothered to reply. I never expected to get my money back or a refund of any kind, but I was hoping for a good faith discount on the purchase I was making that day since - as she claims - she stands behind her products. I did tell her in the email that I was going to ensure that I told people about this issue and waited before doing so to give her a chance to respond. Since she hasn't I am posting here to warn people that the PRODUCTS AT STERLING ARE NOT IN ANY WAY BACKED BY THE OWNER AS SHE CLAIMS. As a very regular customer over the last 8 years I was floored with this lack of response. But as word of mouth is the best and worst advertising, I am speaking out here. I know many small business owners rely on customer feedback for quality control but at the end of the day, apparently this small business owner could care less. Guess my friend and I will just shop more extensively at the many other fine Kingston retailers.