Absolutely inexcusable. Worst customer service experience I've ever had. They delayed and delayed, gave excuse after excuse for not completing a pendant that any other jeweler in the neighborhood could have completed quickly and easily. I wound up having to settle for a different pendant setting (which they chose) because they took over a month to get the setting I ordered after they told me it would take less than a week. Once they ran out of excuses they started blaming me for their inability to complete the project. I paid in full up front, and from that point they didn't give a darn about me, or the product I paid them for. I found them to be unprofessional, unethical, and sloppy. Save yourself the stress and nonsense, spend your money someplace more reliable.