I actually had a great experience using them yesterday. Here's the story: My nephew had a model rocket starter kit on his christmas list, so I decided to order one for him as well as another rocket. I placed this order well before Christmas, yet, you guessed it, it didn't show up. Long story short, after numerous unanswered phone calls, voice messages and e-mails, I was pretty pissed. Not only was I being ripped off, my poor little nephew still was without his gift from me. Without no other course I contacted Paypal. It was 10 minutes and I had my money refunded. I hate to think about how long this would have taken had I not used them. I'm sure like every company, it has it's good points and bad, but they really made a bad situation for me better. By the way, my nephew got his rockets today (went and bought them locally), we put one together and launched it (with about a foot and a half of snow outside). He loved it!