I ordered a bike from them and received it in a timely manner but, it did have a good size dent in the frame. I called and talked to Stacy, she advised me to take some pictures and submit a claim to their claims dept. I did and after a couple days I got an email saying they arranged for a pickup and I just had to box everything back up to leave on my porch. I called a couple days after it was picked up to see when they replacement would be shipped, since I was going to be going out of town. Again Stacy was very helpful and was able to get it expedited for me; I got the replacement the day I was leaving for vacation. When I got home, I assembled the bike and I'm happy to say I got what I paid for. It's a very impressive looking cruiser at a great price, the first bike had red rims which I liked a lot and the replacement had the black ones as shown in the picture. Either way the bike looks cool, I just wish you were able to specify/customize it a little more. Over all, they seem to be fair and affordable with good customer service and I would definitely purchase another bike from them in the future.