I called in twice. The first time was to get an order status as my product was supposed to ship unto 48 hours after the purchase. When I spoke to Amelia, she told me the factory was closed until 9 am Pacific (about 1 hour wait), and would get back to me via email within 24 to 48 hours with the updated status. I explained that waiting up to 48 hours on an order I placed 2 1/2 days prior, was not acceptable and would appreciate a call as soon as the factory was open for a revised shipping time. I was informed that their system is not set up to do this.
I went out to Amazon, in stock, and free shipping (cheaper deal). I called back and spoke with another lady (didn't catch her name). I explained everything that had transpired in the last 5 minutes and cancelled my order. She told me she couldn't cancel the order until she had confirmation the product hadn't shipped... holding my money hostage is the way I looked at it.
Since they wouldn't immediately process my refund for product not received, I contacted my bank and filed a dispute.
Good luck with customer service if you have an issue. Online, no one ever came in to a chat request. Calling in, you will ALWAYS be put and hold for "3 - 5 minutes". I get the feeling they have to call multiple departments to figure out what is going on. Too many moving parts does not make for good customer service.
I don't usually leave poor reviews, but this was a first time use, with horrible service. Buyer Beware.
They are a very poor store front. Head over to amazon.