I have made 5 purchases to date, and all have had stellar results. I did #1 and #5 via internet, and the rest with the help of Rhiannon over the phone. She has been EXTREMELY helpful and responsive. My first purchase had shipping damage. She was responded quickly, and gave me the option to return the tool (heavy) and send out another, or send it back for full refund. Since it was a small fascia part, I inquired if the mfr could just send me the part and fix it myself. The new part arrive within a week, and I was back in business. On my successive orders she had the answers I needed. For a small company, I got WAY BETTER service than large tool suppliers. They also offer an incentive for rewards. Be SURE to order off the internet to take advantage of this. Their system doesnt allow phone orders to cross into the rewards system just yet. I understand they are working on it. I should have read the directions. (What old fart does that? Lol). I really hope they address that quickly, because as an older customer, I like the personal connection of making a purchase. Being in business for 40 years, I learned that people do more business with people they “know”. I know I’m ending the era, and new customer base is fine with internet sales. But I feel comfortable knowing Rhiannon can address my concerns, and get me on the right track. My only other “wish” is that they (or anyone for that matter) had a paper catalog. Sears and JC Pennys business fell off when they stopped. Yes, it’s dated, and prices change. But they sold more product that people weren’t specifically looking for. Internet sales are limited to what people specifically look for and that’s it. Flipping thru a catalog is much more relaxing without stupid popup ads for irrelevant things. It also helps give a company identity for what they carry. Man, I miss the old days….LOL. In the end, you can’t go wrong with ToolNuts!