Sadly, my review is based on the substandard customer service I have received from the company as a new customer. I placed a large order for for the purposes of creating a gift basket for a friend who was celebrating an event. After I placed the order, I received an email that the pair of panties I ordered was out of stock, and I would be refunded. Considering that the panties were suppose to go along with the gift basket, I emailed customer service and requested a replacement pair. I was advised that the refund had already been processed, but I could place another order, and I would receive a refund for the shipping. Okay great, now this was all done within a day of me placing the original order. So, I received the large order minus the panties, but I assumed the panties would arrive the next day or so. Needles to say, the shipping was delayed four times, and the panties did not arrive until after my friend's party and after I had left the state where I was for a few weeks. I emailed customer service and requested a refund or a good will gesture of free shipping for future purchases. I was advised that the panties were delivered, and if i did not want them, I could return them for a refund. I explained that I could not confirm if they had been delivered, due to me leaving the area, and no longer needed the item. I offered to ask my elderly neighbour to check my post box for the item, as I am returning to the UK and will not be back to the States until next Spring. I advised that I could not guarantee that my elderly neighbour would be willing to stand in the ling lines at the post office to return the item, but I would ask, but in the meantime, i would just keep the item, and not request a refund but shipping consideration for a future order. I received a response back that my neighbour could return the item anytime. I have dealt with many companies, but I say that the substandard level of customer service and failure to accommodate a customer who was inconvenienced through no fault of their own has been appalling. Spend your money with a company who understands not only the importance of getting customers, but also retaining them.