I have been ordering items from TravelSmith since 2005 and until recently was thrilled with their service (shipping, customer service, products, etc.) Then they "relocated" their warehouse, updated their website and did something awful with their customer service. Like the other reviewers mention, there new customer service is obviously outsourced, grossly understaffed and truly horrific. (My husband who has had the misfortune to listen to their canned music while on hold because I'm caller number 16 and it takes over an hour to get a human says he thinks the music is chosen intentionally to get folks to hang up.) I had three orders in process during the warehouse move -- one was returned and took nearly 2 1/2 weeks to refund my account even though I had the UPS tracking number that it was delivered, the other two were items that took nearly 28 days to even get them "picked" and shipped -- turns out, after multiple calls to Customer Service, that it was because of back-ordered items. Never once did I receive an e-mail telling me the items were back-ordered (not during check-out or at first with Customer Service). I finally cancelled the order just this week. Unfortunately, I will never order from TravelSmith again. Used to be a great company. No longer.