i've got to say, i don't use them but they do seem to be going through a bad patch in customer service.
GFWAY you have to bear in mind that the time period you ordered your items was over the christmas period and it is quite possible that they were closed for an extended period, this is however no excuse for not replying to your e-mail for such a long time, also 1 week to deliver the final items seems quite long, was this possibly a courier problem i.e. did you get a track and trace done? the malformed product is a cause for concern.
i don't think i'll be changing suppliers any time soon as my current suppliers have the best reputation in the country AFAIK.
