I have been buying from Qwaaq/Windy City Cigars for many years. I always found the staff to be very nice on the phone, and if you send an email, they respond right away. But now I have to write this review for outstanding service because this time, when I called, I spoke with someone new to me: Erica. She is like a ray of sunshine! She is all about customer service. In other areas of this company, they could work on the packaging department: The last two times I ordered, one time I got a totally different product and had to return it (free of charge), and most recently, I had one item missing, even as there was a "special comment" to add it and "double check" the contents of the box on the packing receipt. When they made mistakes, they corrected them without any question or delay. But the bottom line is, this company has great prices, really good sale items, and as I said, if you want to call to ask a question or place an order, your day will be brightened if you speak with Erica! :-)