I order every month and all but one time I have been 100% satisfied with my order in terms of the product and ordering process and delivery/shipping. In fact I usually receive my order within a couple of days unless there is s holiday in there. One occasion I received regular instead of the menthol flavor thT I ordered and I did leave a message by email and never heard back. I double checked my order and confirmed that I had ordered the menthol flavor. Fortunately it was a smaller order thN my usual so I decided not to go ahead with trying to exchange it.