I never ordered strings from Elderly on-line, but the few other orders I placed there were surprisingly quick and accurate. I never had a problem with the orders, so I don;t know how well they handle complaints. But I can't imagine damning a business based upon a single incident. In the business world; thigs go wrong. Sometimes people who work for you make mistakes, sometimes you have procedures that don;t work well - so you have to fix 'em. That doesn't mean your whole business sucks.