Most of these complaints seem to be focused on returns. I suggest you demo at your local store and order from the website when you KNOW what you want. I ordered a pre-strung racquet that showed up the next day! My wife also ordered a racquet for me that needed stringing, took about 5 days to get to us, but really not that big of a deal. 5 days is still pretty darn fast if you ask me. When she did call to speak to customer service they were very friendly and helpful.