This is my experience. I ordered and paid for my printer on 12/31/2014. I received it on 3/31/2015. There were few updates or explanations as to the delays. I had to contact customer service several times to get any answers. Usually my best method was to open an online chat request through their website and wait for them to e-mail me later.
My printer was shipped without any directions, and I set everything up through information on these forums and their website. I was very lucky to have had previous 3d printing experience.
Once I got my printer, it was several months before my filament arrived.
However, my printer has worked well. I did have to do some tweaking and adjusting to get it work properly. The only real problem I have had was that the insulation under my bed fell off and they replaced it under warranty. My z-end stop broke, but I was able to find a sufficient model online and have someone else print it for me to get back up and running.
I know many people have had customer service issues, especially those seeking refunds for cancellations. It is my opinion that they are not dishonest (in that they are seeking to take your money for nothing in return), it is simply poor customer service all the way around. There seems to be very poor communication between customer service (and everyone) and the accounting departments.
In short, I like my printer, but the company and customer service leave a little to be desired.
Solidoodle 4-Mostly stock running off headless Raspberry Pi with Octoprint