You place an order they deliver it's as simple as that. The only issue is the wait time on weekends that there is a desirable loot pool (for trials). If you don't pay for fast pass, gold or platinum membership (which can get quite pricey) you are in for a long queue time on those particular weekends especially if you want a 3 characters done. Other than that they will get you order done and get you flawless. I can only speak for Trials as that is the only thing I have ordered. They have many other services that I'm sure they fulfill with no issues as well. I was recommended by a friend and have not been disappointed with the service.