After I submitted my order, I heard nothing for over a week. I made several attempts by email and phone to find out when my fan was going to be shipped. I finally was able to talk to someone on the phone, and I also sent another email expressing my disappointment with the customer service. We were getting ready to go to our cabin and the weather was very hot, so I wanted the fan to install during our vacation. At this point, the company did come through for us, and we received the fan in time.