We ordered an urban worm bag and 1000 worms. Shipping was delayed on the bag, but not enough to cause us concern. Unfortunately, the worms were never shipped. After waiting for the one week we anticipated their shipment would be delayed to allow us to set up the bag and bedding, PLUS another week past that, we had received no worms nor any additional communication. So we emailed customer service. The response we received indicated their worm vendor (no mention on their website that they weren't the ones fulfilling worm orders) missed that weeks shipment. They apologized, told us that we were their "top priority", and informed us that while they might be able to fulfill the order that week through another vendor, they'd likely go out first thing the next week. Fast forward another week... Its Wednesday and still no worms, shipping info, or any other form of communication. We email CS again, but receive no response that day. The next day we email again, with no response. Finally we call, only to find out their supplier supposedly missed sending us our worms for a second (arguably 3rd since the bag was delayed) week in a row. Ultimately we were left with no other option than cancelling the order, and since it was once again near the end of the week, ordering from anyone else was off the table until after the weekend. So at best... If we're lucky enough to find a supplier who can actually fulfill their orders, we'll have had our bag set up for almost month before ever getting worms in it. We were obviously never anything close to their top priority (after receiving our money, that is). As I type this, the very same worms we ordered are still on their website for sale (and "on sale", none-the-less), with the same description stating all orders received by Friday would go out the start of the following week. I sent them an email explaining my extreme dissatisfaction, and... big surprise... received no response. What kind of company keeps selling items to new customers while prior orders remain unfulfilled? Apparently the same kind that tells you your satisfaction is their top priority, and then does absolutely nothing to fix a problem of their making.
The 2 stars are for the bag. If not for the poor CS it would have been 5.