I don't know what Jen is talking about, because our experience was amazing. My wife ordered one of the donkeys as a surprise for our wedding reception. She (the donkey) was a huge hit with everyone. Incredibly sweet, and couldn't wait for another carrot. My wife told me that once she ordered the beer donkey they assured her that they would take care of the rest. They followed through. And my wife assures me they were incredibly easy to deal with and very helpful. If you are having a big party, and want an epic event, you should get one of these beer donkeys.