I can't speak for anyone else having bad experiences but I sent them an email and they responded in less than half an hour with an exact answer. The entire marketing/PR/customer service organization is super helpful. If you go through the 1-star reviews it's mostly "I'm mad at DHL" or "I can't get my skin on straight"... In my opinion these are bad reasons to give a bad review. It's not dbrand's fault if these people are idiots. They deserve a higher rating. I can't wait to get my darkplates and phone skin to review them on my shitty 8 subscriber youtube channel.