customer service is great as soon as you are connected with an actual person which sometimes takes a couple of hours. After chat message, the order that had an issue was replaced. The chocolates I ordered somehow partly melted inside each packets and hardened afterwards. But you would think they will learn form the first mistake, they didn't. They shipped the package where the weather is almost at 100 degrees. So the chocolate melted and they do not advise on using a whole lump of chocolate for the velvetizer since it will damage the unit. I gave up with this company.