had to climb the ladder, but FAO Schwarz came through

After much frustration and many phone calls, I finally resorted to a "Clark Howard" tactic and searched for an executive email to contact at FAO Schwarz.  I was able to contact Claire Babrowski, an executive VP who forwarded the email to William Butler, the store director in NYC.  I received a phone call from Mr. Butler at 9AM the next morning.  He was very apologetic for the lack of customer service and response from the usual route.  Although all I wanted was the information to acquire another wheel for the doll stroller, he insisted that sending a new stroller was the quickest way to resolve the issue.  We received a new stroller the next day (a Saturday, no less).  He was very polite; I hope he can resolve whatever problems the customer service center is having.  Ms. Babrowski is to be commended for sending the problem along to someone who actually took action (and for responding in the first place).  A great big THANK YOU from Lily and her mom---she is back in action!