I've ordered from them a couple of times. Mostly been satisfied and really love their custom cut die cuts.
I did order once and got a piece in that didn't quite look like what I remembered it looking like on the site. So I went back to the site and sure enough, it was quite a bit different. Same general thing, but with some rivet details that really changed the "feel" of it and slightly different coloring. So I called customer service and the reply I got was basically "oh... yeah, it does look different on the website, doesn't it?" and then she just quit talking. I mean... it was only a couple dollars and I didn't really want a refund or anything, but I was disappointed that I didn't get the item I had pictured in my mind and that the CSR didn't even acknowledge that it was a problem or ask what she could do to help. It was really just this long awkward silence which I finally broke by saying "Ok..well.. so do you not have the one that is on the website?" and she said they didn't, that the piece they sent was what they had for that item. And that was it.
Anyway... like I said, not a big monetary issue, but just kinda struck me as she didn't care that I didn't get what I'd wanted.