I've ordered from them for several years now, but after lots of backorders, sloppy shipping (suppliments and liquids not secured and leaked, heavy stuff loose and banging into other more delicate items in a large box), missing order confirmations, and a general lack of customer service they may be cheaper most times, but it's evident to me where they cut corners.
I've had some horrible experiences with them. I agree that they don't have very good customer service....staff is not knowledgeable about products and downright surly at times. They advertise their "in stock rate" (always well over 90%), yet somehow everything I need to order falls within the out of stock range.
I've ordered tons of things from Country Supply over the past few years and have always had good success with my orders. Until my last order... The order was shipped incomplete. Since the total of the SHIPPED items fell below their minimun for free shipping, I was charged $8.99 for shipping.
I was nervous about calling customer service, since I've heard such horror stories. I guess I got lucky. The customer service rep was pleasant and credited the shipping charges immediately. Apparently, the fly sprays I ordered were backordered and then cancelled. However, when I checked online, it still appeared that they had them in stock...
I've order numerous things from them and never had a problem. I've order liquid supplements that were always wrapped and taped up, saddle pads, blankets, and other stuff. I've always gotten my orders well ahead of schedule. I've used them for a few years now.
R.I.P Vanny 26 yr QH Stallion 4/11/82 - 5/8/08, Scout 28 yr Paint Cross Gelding, Glistening 11 yr Arab/Saddlebred Mare
CS (horse.com) has great prices and if you are lucky and your order arrives correct life is good, heck even great.
If you have to deal with customer service for anything do not expect to have an enjoyable experience.
When your order arrives look at the invoice carefully. Like has been posted here, they are well known for simply not sending something and then charging you shipping because your order is now under the minimum to get free shipping.