Until recently, I have had no complaints about Juul, they have a better price than buying in a store, and free shipping with a reasonable minimum order, which is easy to meet when you are buying a product you are addicted to and will buy and use, I usually order a few weeks worth every three weeks, always buying enough and re-ordering before I know I'll need more. Even before the pandemic I was unable to go to a store for my purchases, as I am a caregiver with no back up help for my mom who is home-bound, and we do all of our shopping online for delivery. I don't know of any store that will deliver tobacco products. But as of my last order, which went in on December 1st, and would normally have been delivered no later than December 4th at the very latest, I still haven't received the order as of today, December 9th and have been told by a rep of the customer service department that doesn't see the problem of someone in my situation that it won't be shipped for ANOTHER 2-3 days, even at this point, apparently, they got behind during the Thanksgiving holiday, November 28th, and I suppose they took off that Friday, too. Still, the label was printed, the USPS website has noted that they are awaiting receipt, all since the first, and the money was taken from my account on the third. Bear in mind, as well, that there was no warning on the website when I placed my order - the standard information saying my order would arrive in 2-3 business days was right there on my confirmation page. Not one word, even at a time when they must have fully known if they would be running so far behind in mailing out orders. I contacted Customer Service, and they are going to credit me 10% off my order, but nothing about rushing the order, and honestly, although most people are not in the position I'm in as a caregiver who cannot leave to buy the product from a retail location, getting some money back is not going to help my addiction and even keeping it at bay, anyone who has tried to quit smoking knows how hard it is to quit, especially cold turkey. I am just going to have to suffer withdrawals unless I can somehow find someone to go to the store to buy these for me. People don't understand how hard it is to be a sole caregiver to a homebound person, especially when there's a pandemic, both of us have at least two comorbities, and I don't have much of a support system to count on. Sadly, my Mom who I care for, was in the hospital for 5 days, but I was able to buy a two pack on the 2nd when she went in, and when the order status STILL hadn't changed and I'd gotten no notification about the delay, I did get out to buy a 4 pack on Saturday morning, but they are all gone now, and anyone who smokes knows this is when things get tough. If they had sent me word that this delay was happening, I would have bought as many 4 packs as I needed to get by until I got the order, but as I said, until I contacted them, they gave me no warning this was happening. Where once I was really happy with this mail order service, I am very much not at all happy about it right now. This isn't like not getting a Christmas present you ordered for someone a week late, but still before the 25th, as you can imagine. I did just read other reviews, and I do want to say as a product, this is my favorite of all the many I have tried. I use the 3% and it's just the right strength, and the flavor is just right for me. My problem is not at all with the product, or the normal shipping time, but with this specific incident and how they handled it.