I also use Connecting Threads. I have not had any problems with orders, so I can't vouch for the customer service but I have heard similar stories about orders corrected and their effort to keep every customer happy. My Bernina loves the Essential Cotton Thread and it's a great bargin, $2.49 for 1,200 yards. The price on their fabric can't be beat and it's fun to shop for. Some websites are hard to shop on but their website is set up very well.