normally I would have rated the company as excellent over all. The e pen I found to be ideal for me after trying other types and makes of e cigarettes. The e pen is a good shape and quick with no fuss to change the refills. What has changed to lower my rating is that although they have a great product and first class customer service people it is their order dispatch ,packaging and postal side of the company is letting them down. eg. 2 days from placing order to ready for dispatch then it can be a further 2 days from dispatch to the post office mail centre.(ok order volume can cause this at times) but twice now they got the orders wrong. 1. wrong address label put on package (lucky the right invoice was inside so it could be sorted out) 2 part of the order not put in package(although correct items on the invoice) I hope these things can be looked at and addressed so that next time I am asked for a review all I will have to put is excellent all round. yours H Tanner