I love their products, but I agree they need to work on their customer service. I just received a package missing a 7 lb item. This is the third time an item was missing, although it was hand-written in the count on their invoice as being included. Each time the customer service representative agreed to send the replacement product the next day. There have also been two additional times when products were not packaged properly and they leaked. Again, I was given replacement. What is aggravating, and why I will stop purchasing from them as of today, is the "hip" comments as to why they have so many errors. Per Matt today, "It's because the pulling department is made up of people and people make mistakes..." 40% of my purchases have resulted in an item missing. With the damaged goods added in, 60% of my orders have been unsatisfactory. I wonder if it would simply be "human" error if I returned that percentage to them when I provide their treatment in my medical profession... ??