Can get some great deals. I've consistently received at least 1 or 2 damaged cigars in my orders, not all the time but enough to raise awareness. Returns aren't much of a hassle and on lower priced items a refund is usually given. Refunds are in the form of store credit and to use the credit you need to call or email because they don't automatically use your balance on your next order.
Useful site when they are running new stuff. They tend to run mostly the same stuff every day, but there are times when they put out some new stuff and if you are paying attention, can get some good deals on a lot of stuff. As Jared said, I have recieved damaged cigars, but they do usually refund with credit ASAP. Customer service is very helpful, can call and jostle ship dates and such if you are looking to get some more on one shipping bill. Usually only place fairly large orders in order to make shipping worthwhile.
Just have to check in and catch it when it is interesting, then it is a really good site. Lately it has been pretty run of the mill, so it has been several months since I bought anything from them.