I have used the company for five years and never had a problem. Until I purchased some dri-pac dishwasher powder (6 units), which came in a solid plastic bottle/container, it was as hard as a rock in a lump we could not break up with percussive force. Customer Support said that we should wrap the product in a tea towel and hit it with a rolling pin (not practical due to the container that it was in), and that it had probably been stored at too high a temperature (above 23-25 C) when we had only received the shipment a couple of weeks prior in September (not that hot). Almost as an afterthought, they asked if I would like them to contact the manufacturers for their opinion. I am left with 6 KG of useless product that I cannot use or get out of the packaging. I would avoid this company if you are ordering anything that could be faulty and would need to contact their customer support.