"Let's start with shipping:

SHIPPING COST: this appears to be quasi based on the cost, and not the weight, of the items ordered. Case in point (my most recent order) wherein I bought two small replacement lamps (about the size of a AA battery each) and 2 small Pyrex domes (each about 2 inches in diameter). I doubt it weighed a pound. The charge for ground shipping was $14.88! I have no special discounts with UPS and I can get a lower rate. With as much shipping as they do, they certainly have a lower rate. It has been my consistent experience with them that their shipping charges are conspicuously high considering what is being shipped. From this I conclude they are using shipping charges as an additional source of income. For me, this high cost of shipping discourages me from ordering anything from them unless it is critical to my business.

SHIPPING TIMING: if it wasn't enough that they charge a punitive amount for shipping, they also take their time sending out orders. This has been a consistent issue with them that orders placed can take up to 7 days to ship even though the items are in stock - I have placed about 5 orders with them over the last 6+ years and have never had items ship within 2 days of ordering. Again, with regard to my most recent order, all items were in stock. The order was placed on Jan 30, a Saturday, and not shipped until the following Wednesday.

With regard to customer service, they have identified a design flaw in the mechanism on the Einstein 640 unit that connects the unit to softboxes wherein the older models will jam or inadequately hold the softbox even when the unit is appropriately cared for. There are innumerable references to this issue on photography blogs. When I contacted them about the problem I (and apparently hundreds of other people) was having with this mechanism, they told me it was out of warranty. When I referred them to the fact that two of my minimally-used, well-cared-for units had the problem, that people with units in-warranty were having the same problems AND that they, as a company, had publicly recognized the design flaw and redesigned the mechanism because of it, they told me, nonetheless, that I would have to pay $50 to have it fixed.

This company knows that they have a corner on the market of low-priced strobe equipment and they behave accordingly. Customer service is not their priority. If you cannot afford their competitors' equipment (Profoto, Elinchrom, etc) then you will likely find yourself doing business with them and, in the process, encounter the same frustrating practices I have articulated above."