I haven't had any problems with my on line orders. Everyone is so nice! I often get a handwritten thank you, often signed. It's a small personal touch that is really pleasing. Sort of like getting a real handwritten letter as opposed to an e-mail. of course, i often forget what exactly i've ordered but i've so far always been pleased and the only issue is when the fabric is sold out before my order was processed. then it's just a matter of being disappointed, not upset with the vendor.