I've been ordering from Graf's for a while now. They have a good stock and I always was treated very nice by the staff when making phone orders or when looking for information on a product. That was until I placed an order for powder on Dec. 18 2008. I was told because of the back log and them moving into a bigger building all orders were delayed 7-10 days. I said I understood and waited. On the 29th of Dec. I called and was told my order had been looked at. On the 2nd of Jan I wrote a e-mail about my order and why I would stop buying from Graf's. Today the 6th of Jan. I called and talked to a Jeff Knowles and he said he would look into it and call me back. Mike Graf, himself returned my call. He was very nice and said that everything had been a mess and that some how my order was lost in the system. He took time to talk about every day things and not just my order. It was if he was talking to a friend. He then told me that my order would go out today via Fed-Ex with "NO HAZE MAT FEES OR ANY OTHER CHARGE" Now how's that for service. The president of the company. I told him that what he was doing would keep me as a customer, not just the shipping charges but the personal call that shows they do care about the customers they have.