I am a long time customer of Frederick's. I used to order out of their printed catalog in the 90's. I never had problems with customer service. I haven't ordered much in the past 7 years or so but they had a great sale on some costumes recently so I got two. Unfortunately, the zipper on one of them was broken upon arrival. I wrote right away and waited. It took about 7 business days for them to respond, but they sent a replacement and a label to send back the damaged one. I wish the response time was a little quicker, but they did take care of my problem. They don't really have anyone answering the phone anymore, it was all done by email. I would order again for a really great sale.