I ordered online, received an e-mail response quickly. My item has been discontinued from the manufacturer in the size I requested and Allison recommended an alternative. Price was great, shipment arrived quickly and customer service was efficient and quick. Read the reviews after I placed my order, so naturally I was concerned. But, no worries... good company. Sorry for anybody who had a bad experience... my experience was terrific and have told others on the island about ProKennel.