personal experience
I ordered from their EU site and then read all the negative reviews online which sent me into panic mode. However... The order was placed on 24th March, I had a week of silence after that. Then they replied with a link with a tracking number and I had to wait another week for the item to be actually sent. After it was sent it arrived in another week. Besides the lots of waiting they were responsive to emails and the product itself looks awesome, works great(at least for now) and comes with Windows 11 pre-installed. For some reason I was not asked to pay any customs taxes. The shipment was made to Romania. Besides the waiting I have nothing to complain about and I am pleased with the purchase.