I mailed a carpet sample that was previously purchased from GAHH and followed up with an e-mail. I was attempting to purchase more of the same material but was not sure of the product name/number. The correct product was supplied, but the process appeared to confuse the sales representatives. I received one email and two phone messages in return, from three different people, none of which confirmed or offered to provide the product. It took several tries, but I was eventually able to place the order and received the product. I was somewhat concerned with the apparent lack of process for customer requests. Maybe this was because it was a fairly small order and I am only an occasional customer (hobby restorer, not a trim shop).