There has been a fair amount of discussion about their responsiveness on another forum. It seems to be very hit or miss -- some very happy customers and some very upset customers. I think it's a small outfit; only so many orders you can fill and e-mails you can answer in a day. So patience sounds like the best approach. Nothing wrong with their products at all, based on comments I've seen. The website is exemplary -- fun to look through and very informative.