Support was slower than I'm used to, but thorough and honorable.
So we ordered a couple items from them (a sidecar dab rig and a honey straw angled attachment) as an anniversary gift for my wife. She loved the items, but there was a missing part on one (one of the three attachment options included with the sidecar was missing) and the other had a manufacturing defect (one of the glass rims was misshapen and as a result one side was 1-2mm smaller than the other, resulting in a bad grip and seal). It was pretty hard to see, but it was there. I reached out to Grasscity that day via their form. It took a couple of days for them to get back to me, and when they did, they asked me to send video of the defect, which I did. About a day or two after I sent the video to them they reached out again and asked if they could resolve the issue by shipping me a generic replacement for the missing part (they said they were out of the brand specific attachment) and a complete replacement for the defective item. I agreed and in a few days we had our replacements, both of which are in good condition and work flawlessly. I'm very impressed by the depth of their support, I totally get wanting a confirmation of a defect as defects tend to be rare depending on the manufacturer. They never accused me of any deception or tried to get out of fixing the issue, they were totally committed to fixing the problem and they did. Excellent support, if a bit slower than we're used to in the days of automated "your ticket has been received" emails.