I really like the product and the service response is good. I'd give it 4 or maybe 5 stars IF... 1. The shipping time wasn't measured in months...yeah literally. So stock up on your orders because the next one will take...forever. Furthermore, be aware that this item comes without a plain outside box so people know exactly what it is (and steal them) because they can resell them...grrrr. Also, without a cover box, the product box gets very mangled during shipping and often (for me) comes with broken items or broken pieces bags, filling the bag with those little guys and many, many of them fell out of the box in transit somewhere. 2. The price is average with other diamond painting vendors, which is too high as it is. Their margin must be 90%! 3. The image you expect is not always ALL of the image. This is based on the original size and the size you ordered it in. For example, the Stary, Stary Night is great, but it cut off a good 3 inches vertically! Really? That's not cool. 4. The "free" packet contains two good and useful ends to the pen, but they are made incredibly weak. I'm not using it that hard (its true), but I've broken off 4 of those plastic ends. How hard is it to provide an option for a "deluxe" packet that contains a better pen and metal ends that won't break. 5. They should offer a better framing option than the one terrible one (top and bottom only) they currently offer. If they do, I've not seen it in my searching. This all sounds like I'm complaining, but I'm trying to offer ideas to make a better product and product experience.