I also had to use their customer service once, because they forgot a rotor in a bundle I bought (pads, rotors). Which was a pain of course. But the phone call was quick and easy, and the rep refunded the amount easily. He of course offered to ship another, but I was already into the job. He may have even comped both rotors, knowing that I probably wanted to put on a new pair (not one of each), but I can't remember for sure. I just remember it was no hassle.