I ordered gourmet soft pretzels as a treat for my office. The package was delivered to my closed, municipal office on a Saturday night and sat outside - in the snow - until Monday morning. The pretzels were freezing and damp when I finally looked inside the box. To Eastern Standard's credit, they immediately issued me a refund and a letter when I complained via email.
I can't really comment on the product since it sat around outside too long to be fresh. The company should have issued special instructions to FedEx.
Customer support was excellent.