I have done business with Russell and was extremely disappointed in the customer service they provide. They were very difficult to communicate with to determine if the order was processing and when it might arrive.
I had placed two orders for queens this year. The first order, in May 2011, was for four queens. The order fulfillment was delayed due to the terrible Spring weather at Russell's facilities. I was very understanding of the conditions. When the queens were available, the order was shipped via US Postal priority, guaranteed delivery. The order was to arrive next day. The order took seven days to arrive. When I questioned the Postal agent about the meaning of the guaranteed delivery, he simply replied that if the order does not arrive within the guaranteed time, the SHIPPER is entitled to a refund on the shipping fees. When I asked Russell about refunding my shipping fees, I was advised that this was a US postal issue and that I had to deal with them. I attempted to inform Russell that the US Postal service was only willing to credit the shipper. I never received any shipping credit.
In July 2011, I decided to give Russell another shot and ordered a single queen to re-queen a hive that had lost a queen. Again the order was shipped via US Postal priority, guaranteed delivery. The next day delivery arrived six days later. I was extremely disappointed that I encountered the same shipping problem. I requested Russell to credit the shipping fees. Again I was told that Russell does not deal with missed shipments and that I was to appeal to the US Post office, who again told me that the SHIPPER is entitled to a refund on the shipping fees.
I understand that somethings are simply beyond the control of the seller. However I really feel that this issue could have been addressed by Russell. Perhaps an offer of a free queen or some way to make good on a two missed shipments. Customer service is about keeping your customers happy, so that they will not only return to you as a customer, but will also recommend others to their service or product. In this case, I will be reluctant to do either.
Good Luck in your dealings!