Hi Mark,
We apologize for the damaged shade on your Zen Floor Lamp. We understand how frustrating that can be. We're sorry that our initial response wasn't as helpful as it should have been. We have since replaced the shade for you and hope that it meets your satisfaction. If there's anything else we can do for you, please don't hesitate to let us know.
Thank you for your feedback and we hope you continue to enjoy your lamp.
Best,
Ozarke Customer Service Team