I understand the original poster's frustration, and I don't discount the folks who've voiced similar issues with LI. But I'll add that I've bought from LI occasionally in the past and would consider them in the future, even after they moved away from me and the shipping times are longer, personally. I've gone from ordering by phone from their old location to online from the new one, never had a customer service issue. Just didn't want to see this thread be a total pile-on on LI (okay, their website can be a little of a tangle, but ordering custom-sized stuff is always a little more involved...)