This is a fabulous company to deal with. Myself and my mum have ordered a total of six watches from them, and admittedly two of them had faulty straps (these were both mesh straps). I was disappointed at the time but contacting them via email was a breeze and I always received responses. Shipping was always fast and within their stated time scales. My refunds for the faulty items were always processed and received quickly. In another case, I was sent a discount code that failed to apply properly at checkout but I didn't notice until the payment had gone through and I realised I'd paid full price. I contacted them and advised of this and they processed me a partial refund equal to the discount amount within a couple of days. I honestly can't fault them for customer service so I'm not sure why some are rating them so poorly on this front. So far I've acquired four of their watches and all of them are beautiful. Unfortunately it's become a bit of an addiction and I'm already eyeing up my next purchase!