They're fine (great selection, good videos, but slow to ship and prices are kind of high compared to other retailers) until something goes wrong. There are tons of positive reviews of Goulet Pens from people who have had uneventful orders. People seem to equate "customer service" to a free promotional sticker and a lollipop thrown in with their order. But if you look at reviews from people who've received defective merchandise, you'll see that Goulet Pens has a track record of not fixing things. I received a *clearly* defective pen. They denied it and then stopped communicating with me when I specifically requested a replacement or refund. While my credit card company handled it and I received a credit through them with no problem, Goulet Pens should have stood by their product, apologized, and offered a replacement, credit, or refund. I'd have happily continued to buy from them. Instead, they lied, refused, and stopped further communication, which alienated me as a customer (here I am taking the time to write a negative review), *and* they still had to refund the money. If you decide buy from them, be sure to protect yourself and use a credit card with good support for disputed charges. Real customer service can be determined by how a company handles a problem. Goulet Pens fails miserably at this.