They used to be a good company, but times have changed. It's impossible to get ahold of customer service now unless you call and wait on hold on the phone line for a long time. You used to be able to get in touch with them 24/7 through their chat feature, and it still advertises itself as being that, but I waited over 24 hours for a response before giving up and calling. They no longer send emails reminding you about upcoming monthly credit charges, so my account got overdrafted by the surprise charge, and there's no way to "skip the month" in advance, you have to do it every single month through their site. The only other option is closing your account. Additionally, the cost of "vip credits" has gone up to $50 dollars, which is outrageous considering these aren't designer or high-end products, they're imported from China just like most things in the US, and one pair of shoes shouldn't have a pricetag of $50+. They also put the price of tariffs on the customer, despite/in addition to the rising costs on their site, so it's become incredibly expensive to shop there.As customer service, like most companies they outsource to other countries. Which in it of itself isn't necessarily an issue, but it means that everything is done overseas by someone who doesn't even necessarily know the system, much less the website. I called to ask for a refund on the purchase of a vip credit so it wouldn't overdraw my account as I keep a tight budget, and was told that they "couldn't offer a refund" because "the refund system wasn't working." I can't think of a single explanation or issue in which that is not either: a load of BS meant to keep money in their pockets, or a answer by someone who doesn't know how to use the website/operating system and is only paid to answer phones, not offer solutions. I have forgotten to skip the month once or twice in the past, and never had a problem getting the charge reversed before it finalized in my account.I'd advise others not to shop here unless they want to play Russian Roulette with their money and instead go to a physical store or a site with robust customer service and honest business practices.
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