This is a bit long, but hopefully worth it.
I had a bbq planned for last Sunday and wanted to get pecan wood to smoke with. I found a place that had it and was just 1 state away (the cross country shipping costs were more than the wood sometimes ).
On that previous monday I ordered 1 1# bag of apple chips, 1 1# of cherry chips and a 20# bag of pecan chunks. I called to check that everything was in stock and if I would get it by that upcoming friday.
They don't bill you for shipping with your initial purchase, they calculate it and send you an email with the total (product & shipping).
I didn't get an email for 2 days, I called them back on Wed, asking about the cost of shipping and the status of the order, she couldn't locate it, asked me what I ordered and assured me it would be at my door on thursday. I thanked her and waited... Came home from work on thurs, saw a box on my porch that was about 15"x 8", and I thought there's no way in hell that's all of it.
Picked up the box, it weighed about 4lbs total, ironically the UPS label on it said it was 22lbs. Plus I saw in handwriting 1lb apple 1lb cherry, 1lb pecan, which was exactly what it was 3 1lb bags.
I called them back on friday, talked to the same rep, (I try to get names of people when I call, it tends to help out in the end), I told her what happened, she actually gasped, apologized and asked me what the exact order was. I told her, asked her what chance I had getting it on saturday, she said she would personally take care of it. I thanked her an hung up.
Went to the grocery store saturday morning to get some stuff for the cue, came home and there was a large box on my porch. My 20lbs of pecan chunks. I couldn't believe it, I never expected it to be there, and fully planned on using good old hickory, but she made good on her word.
I had the pecan to smoke my ribs and chicken. And the flavor of the wood was amazing.
So, if you need to get some smoking chunks, chips or whatever and live in the new england area and can't find any close to you, I HIGHLY recommend http://www.naturesownonline.com/
This level of customer service is unprecedented in this day and age. Ask for Leah, she helped me, and tell her that Chuck said hi!