I'm not a frequent customer as I don't smoke a lot but they have earned my loyalty. I ordered the Colibri Punch Cutter (which is great) but mistakenly received a different cutter. I called customer service and in less than 5 minutes the issue was rectified and I received the cutter I ordered 2 days later. Not an ideal transaction but they owned up to it and corrected it right away which goes a long way. Great company to deal with.