HORRIBLE. Placed a large order on wedsite 11/21/2021/ . As soon as I placed the order I saw that I had been charged "fees & duties" The website clearly say "free shipping and returns" I immediately tried to call customer service and received a message saying they were having issues with the site". I did this for several days as well as sending an email which said i should have divided the order into 2 orders to avoid the "duties or fees' Although i responded that was not the solution I never received a reply. Finally I got someone on their call service (in Europe!!!) The person was totally not helpful almost to the point "well too bad". I tried to get a shipping label to return the whole order to no avail. So I finally called American Express as I had charged the order. They are investigating, thank goodness! This is CRAZY. I have ordered before and never had a problem. And now I see others reporting the same issue.