I made an order and it was in processing for over 2 weeks. I sent a complaint on their form but got no reply, so I decided to do the long haul on the phone... I listened to crappy music for less than a half hour while staring at cigar prices on their website. when a cute sounding young lady answered the phone. She quickly found the problem and fixed it, then shipped me my order on the spot. I actually got the shipment a little sooner than usual (things considered) :-"