I have ordered from EMP multiple times and even paid for the backstage pass. Everything is ok if you get your parcel with everything in it. One time they let me know that an item was missing and that it would be sent to me later. I get fairly regular update and then rec'd the item. I didn't receive one item although it was showing that it was included in my order on the site. I emailed customer service and used their contact us form. 5 times over a month over various issues and orders. Not heard back. Rang 3 times but usually gave up around the 10 minute mark but then decided to wait today. 22 minutes before someone picked up. I was told by Ramona (customer service rep) that my order wasn't going to be fulfilled and I was notified on the invoice (because there were zeros) on the invoice. No email, apology or explanation as to why I wouldn't receive it but I could go online and order it again. I had a discount when I ordered but they couldn't help me get the coat at the same price. She was snarky & rude and I felt her response was 'it's not my problem. you want it buy it again. it's not coming.' Not once did I receive an apology for not receiving my item or for any confusion. I need customer service with shopping. You need to know that you feel like if there is a rpoblem that it can be rectified. Right now I'm waiting on 3 refunds and I wanted to ask about them but I was so worked up by everything else that I forgot. I'm hoping to get my money back soon as it's quite a lot now! I would not recommend shopping with them unless you know that you will never need any service from them at all and it's ok if you don't get your full order.