I registered with them when they were Fabmall and have bought books from them over a period of five years. With time, as their product variety has increased and their numerous email ads have increased, their customer service has deteriorated and they seem to be struggling with matching product availability, vendors’ promises and customer expectations. Their "reward points" system is very tricky and while it acts as a bait, it never actually comes through and payment is the only thing that works.
The payment gets deducted very quickly from your account but the books take a while to arrive (more than two weeks after the promised time). During this time, no one picks up the phone, they close all tickets asking about the status and offer "deep regrets." The SMS to your phone saying they will look into your query and close your ticket in one or two days is instant. and has nothing to do with customer service looking at the query. Good luck trying to get something on time from these people. They seem to have grown too big without planning their strategy or model of handling customer flow.