I ordered a sale item before. They charged on my card right away and just left it there for more than 10 days. I sent an email to customer service and never received reply, so I finally called only to find out that they couldn't fulfill my order. Their excuse was they were searching it in NY and LA stores. I don't know why they couldn't just contact me.
I actually like their store on Howard Street. But I'm not sure if I order from their online store again.