Long time customer, used to be my favourite brand - designs were unique and usually well made, old pieces from '14-'16 collections have held up great and i love them - BUT...
Their quality is waaayyyy down, i mean way down. While their prices have remained incredibly high, their good designs have become few and far between and often arrive falling apart, with advertised features such as bows, buttons and patches frequently missing and stitching and studs falling right apart:
- Got the "Fancy AF" choker and within 2 days, bow & ring hardware dropped clean off, luckily a jeweler's tool was available to me, and continues to be required as this piece continuously falls apart, spikes are also very loose
-"Alexandra" lingerie set (Bralette & Panties) were both missing bows, incredibly messy stitching that required trimming before wear
-"Widow" bralette's stitching was so poor the embellishment straps fell off
-"She Devil" clutch bag's spikes began to drop off within a couple days & strap is terribly designed and falling off
-"Poseidon" leggings pattern is a cheap foil which rubbed off within about a week leaving black powder everywhere
-"Sweet Sinner Velvet Bodysuit" comes with the world's cheapest garters which barely function and attach uncomfortably, stitching coming apart, bows falling off and terrible quality

These were just my misses, you might notice these are all pieces from their newer collections. IMO it is worth grabbing older things from their sales, they do run a bit small in the bust (and large in the waist if you've got a notable hourglass figure) but they're so gorgeous and trusty Varg sweater, velvet witch dress, sad handbag and full fury choker continue to be staple pieces in my wardrobe - as well as make me slightly depressed remembering all good things come to an end.
I've never had an issue with their customer service (only shopped US store) and although i've heard bad things about it, quite often it seems like a misunderstanding on the customer's part that end in the loudest complaints. Remember to read all the details and terms before making an online order. In my experience they are quite polite when a package is lost or misdirected, although obviously this will vary between reps and returns aren't free.