My experience with them happened over a year ago and I am sad to see they are still following the same horrible business model. I ordered a product for Christmas and, through my own fault, did not read the production time. I reached out to the company and explained what had happened, apologized, and requested a refund. I was told that even though the product had not been started, a refund was not possible. Okay, I get it. I was told I would receive the product within 4 weeks. I then proceeded to receive three separate emails from Melissa, essentially berating me for not reading the website correctly and that they "do not read through every email that comes through" so they do not even realize when people leave additional comments on their orders. I gave up on trying to communicate with her, and simply waited for my order to be delivered. I ended up not receiving my order until January 29, 8 weeks after my original order had been placed. I understand running a small business is difficult and can be overwhelming, but just because that may be the case doesn't mean customer service should be a forgotten thought.