I bought 4 of these from them. I am not into surveys and feedback. My last order was for two of them. There was only one of them when the package arrived. I called and left a message. A friendly customer service agent called me back within 30 minutes. She reviewed the situation and agreed to overnight it so my son got it before his trip. That is top notch service. The product is nice. Keeps food cool during our family trips. The soft sided case makes it easy to store away when you don't use them.