When I first received my Epica Album, I was initially very pleased with the style and craftsmanship. However, I did flip the album around and to my dismay, there was a small (but noticeable to me) indentation that looked similar to that of a fingernail groove, about an inch long. It wasn't anything big, and my husband (who the album was for) did not think it was noticeable at all. And it WAS on the back, so unless you were looking for it, a person wouldn't see it.
However, MY attention kept darting back to it. I was hesitant, but I emailed the team at Epica and described my concern. I knew that the mark was probably due to the variations in the leather itself as opposed to the craftsmanship, but I was a little disappointed that the back of the album did not match the front in terms of unblemished beauty.
Quite immeditely, I received a warmfelt response that sympathized with my concern and Epica offered me a very quick solution: they would send a pre-paid UPS sticker and I could pop my album back in the mail and when they received it, they would handpick another album for me.
My new album arrived VERY quickly, and it was perfect! The best thing was, there was a handwritten note included that told me that someone actually took the time to address me.
Quality of album aside, Epica has my highest regard in terms of customer service, for which I am grateful for. Many other companies may have sighed and dragged their feet in helping me, but Epica proved to be outstanding in their regards for their clients. Amazing.