I have placed 7 orders since Sept 2017 and have received all of my packages on time or early and in great condition. I have never had to contact customer service, so I am unable to rate the customer service rep experience. When search the site for a new wig, I review the product reviews if available. The videos are most helpful to actually viewing the wig prior to purchase. The presenter will generally discuss the preparation needed for the wig to fit her liking. I have purchased a total of 50 wigs and I am 98% satisfied with my purchases. The prices are good and the wigs are definitely quality products. Packaging is great too, easy to stack the wigs when being stored.