Integrity Toys had a minor "blip" in customer service this fall. I really can't fault them about it. They are a relatively small company with a very picky clientele. As collectors, we are perfectionists. I cannot imagine the sheer number of complaints they get for problems. I know several collectors broke a shoe on Main Attitude. Much of what is produced is very delicate.
I notified IT of a problem I had with this doll's eye area in October. I got a replacement recently. It may have taken longer than I hoped, communications from IT may have been minimal, but IT did replace the doll's head. The head I received was perfect. They do their best to keep their collectors happy.
I carefully removed the doll from the box, used a heating pad to change heads, and carefully replaced her in her outfit.