Time will tell what my ultimate experience is. I ordered my dress yesterday in a custom size. They emailed me today to question my measurements as they did not seem correct to them. I signed into my account and there was a notice that said they need more info from me. I used the Online Chat. They answered very quickly and were very helpful. Of course I don't have my dress yet, but so far the experience has been good. I was really hesitant to order from this site due to the bad reviews, but I decided to take a chance. I'll report what happens when I receive my dress.