I have had nothing but great experiences with the Shade USA site or their customer service! At first I had a few questions about one of the products I was going to order, so I emailed them and received nothing but friendly and fast replies. I was traveling to NY for a vacation and wanted to take an umbrella so I ordered a portable umbrella that fit in my carry-on. It held up perfectly at the beach and I've used it several times since. Because of that positive experience I recently ordered a few chairs and they arrived quickly and with no issue. I'm not really sure what these other reviewers are talking about (perhaps isolated incidents, or maybe the reviewers just like leaving horrible reviews like some of their records indicate??) BUT - I have to say that I shop online quite a bit and Shade USA offered one the easiest experiences and the products are great. I would DEFINITELY order from them again and would recommend the site to others as well! :)