I had my first experience with their self proclaimed "great customer service". The shipper failed to deliver a $210 order but claimed it was delivered. I notified FedEx and OUL, but was told by OUL to look again for it, and it was my responsibility to file a claim with the shipper. They closed with a parting "I hope this helps". I felt this response was unhelpful, arrogant and insulting and told them so. I also informed them it was their responsibility as the shipper to file claims and I expected a replacement or a refund, or I would have to dispute the charges. They refused a refund and threatened to ban me from their website (like I would really do business with them again). I can't find a format this site supports that I can upload the email exchange, else I would. One more thing - their website advertises the positive reviews (4.76 of 5 of 73995 reviews) from this review site (Reviews.IO) - it is actually 4.25 of 5 of 4 reviews (not counting mine) with a rating of 75% at the time of my review. Wow