I have to say, when I ordered my SB it arrived without the straps. I immediately called Dale and he took care of it. They were sent out next day air. I know mistakes can always happen and I was taken care of but what concerns me is that I am hearing a lot of incidents where they are not responding to customers emails or calls. Now I know anyone can get busy but not getting back with your customers is the thing that can ruin a company. I love my SB and LHBR and want them to keep supplying the great products they produce so I hope they step up there customer service to the next level.