my girlfriend ordered me a few things for VD from this sight (jet bottle washer and a bucket lid tool). i opened it immediately b/c it was packaged very poorly and the box was crushed. after opening i realized the lid tool sent was not the one pictured. i called to explain to the guy how the lip that pries isnt long enough to grip under the lip and that it was useless. the only thing he said in response was that they dont always ship what is pictured. finally he did offer to credit my card if i shipped the tool back. ive always used AHBS or MIDWEST and have always been pleased. forrest has put things back on sale that ended early..midwest has shipped items to me for free and once credited me on an item and didnt require me to return it.:rockin: both have great customer service. as far as heartshomebrew.com..i was very disappointed.