Maybe they were lucky to have mostly non-complaining customers.
This donkey chooses to be one of those customers. Making calls to Germany over 20 euros of chemicals that I'm unlikely to ever use again? Hm, not likely. (Also, my German is pretty crap.) I don't believe in emails, or letters.
BTW, I do believe that Tetenal have a pretty good reputation for their chemicals, your and my case aside