With all companies comes hiccups. I ordered berries for the first time, a dozen... two out of the dozen strawberries (for my mom on mothers day) were like midget strawberries lol they were laughable. I was like the hell... I paid good money for decent sized strawberries and I wasn't pleased with two of them being mediocre so I emailed them... they IMMEDIATELY offered to send 12 more berries or anything of that value or give a full refund. I felt it would be morally wrong to accept a full refund and to be honest I would have been happy with 6 more berries considering I was only unhappy with 2... Anyways I chose the option of 12 more berries... they are beautiful and very good. And I'm quite amazed at the customer service I received from this company.